Fun
Fintech
CustomerSupportLead
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Support Lead at Fun. Skills: Customer Support, CX, Compliance Operations, AI Automation. Build and lead Customer Support function. Manage and optimize external support partners”
What You'll Achieve.
Deliver world-class support at scale; Drive quality, accountability, and continuous improvement; Ensure consistent coverage across time zones; Ensure centralized visibility and consistent quality; Reduce ticket volume; Improve deflection rates; Reduce resolution time; Surface product improvement opportunities
Industry & Context.
Fraud investigation; Appeals processes
On-call structure, In-person at our Midtown, NYC headquarters, Work together Monday through Thursday
What They're Looking For.
Must Have
7+ years of experience building or leading a customer support or CX function, at least ~2 years in crypto, DeFi, or web3 payments, Demonstrated track record of building support infrastructure from scratch, Hands-on experience with crypto-specific compliance operations, understanding of B2B2C, Experience managing outsourced or distributed support teams, Proven results deploying AI and automation to achieve measurable ticket deflection
Nice to Have
Experience at a high-growth company where support volume scaled rapidly, Familiarity with blockchain transaction mechanics across EVM, Solana, Tron, and BTC, Background in payments, fintech, or crypto infrastructure companies, Prior experience in a player-coach role at a Series A-B startup
What You'll Do.
Build and lead Customer Support function
Manage and optimize external support partners
Develop and maintain SOPs
Own on-call structure
Own end-to-end resolution
Build scalable triage and escalation processes
Set communication standards
Own operational execution of compliance workflows
Build and evolve trust & safety capabilities
Deploy AI and automation
How You'll Work.
Team & Collaboration
Work closely with Legal; Work with external compliance partners; Collaborate with top-tier protocols, builders, and financial infrastructure providers
Communication Scope
User-facing communications
Full Job Description
## Description Capital markets are undergoing a fundamental shift. Assets that live in fragmented systems and manual workflows are moving onto blockchains -systems designed to move and store value more transparently and efficiently. While this unlocks more open and programmable financial systems, it also introduces significant complexity. For most users, interacting with this new infrastructure is still too difficult. Fun builds the infrastructure that powers consumer-facing fintech applications - handling onboarding, account access, and money movement so users can interact with blockchain-based systems as seamlessly as they do with traditional finance. For fintech builders, Fun provides a best-in-class onboarding and deposit stack that drives conversion and unlocks user growth. We operate at the intersection of financial infrastructure, complex engineering, and product experience. Role Overview We're looking for a Customer SupportLead to build and run Fun's end-user support function from the ground up. As a B2B2C payments company, the quality of our customer support directly impacts client trust, retention, and revenue. This role owns the full spectrum of user-facing support, from ticket resolution and compliance operations to trust & safety and AI-driven automation. The ideal candidate has built a CX or support function at a crypto-native company, is deeply comfortable navigating the compliance complexities that come with processing on-chain transactions, and believes AI fundamentally changes how support organizations scale. You'll join a lean, high-caliber team with outsized impact on how this company operates as it enters its next phase of growth. ## Responsibilities Support Operations & Team Leadership Build and lead the Customer Support function: define the operating model, solidify the team, and establish the processes and infrastructure needed to deliver world-class support at scale Manage and optimize external support partners, driving quality, accountabili
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