Fun.xyz

Product Designer

• Own product design end-to-end for Fun
• Identify what needs to change and start making things better immediately
• Design deposit and withdrawal flows that adapt, convert, and feel native
• Deliver every user a personalized, delightful experience
• Collaborate with cross-functional teams to tackle product and design challenges

Staff Product Designer

Customer Support

• 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, accountability, and continuous improvement through SLAs and reporting
• Develop and maintain SOPs, escalation frameworks, and response playbooks across all user-facing channels
• Own the on-call structure and ensure consistent coverage across time zones
• Own end-to-end resolution across all user-facing ticket types, including stuck and delayed transactions, unsupported asset deposits, fee inquiries, fiat on-ramp/off-ramp issues, and refunds
• Build scalable triage and escalation processes with clear SLAs for response and resolution time
• Manage ticket flow across support platforms, community channels, and social media — ensuring centralized visibility and consistent quality
• Set and enforce the standard for how Fun communicates with users: empathy-led, evidence-backed, and reputation-aware
• Own the operational execution of compliance workflows, including sanctions screening responses, fund blocking and rejection procedures, and regulatory reporting coordination
• Work closely with Legal and external compliance partners to manage flagged transactions, conduct enhanced reviews, and resolve blocked user cases in accordance with US sanctions law
• Build and evolve trust & safety capabilities: fraud investigation, appeals processes, and policy enforcement
• Develop user-facing communications for sensitive compliance matters that are legally sound, empathetic, and clear
• Deploy AI and automation to meaningfully reduce ticket volume — intent detection, automated classification, self-serve resolution for common issues, and smart routing
• Build a support function designed to scale exponentially without proportional headcount growth
• Leverage support data and tooling to continuously improve deflection rates, reduce resolution time, and surface product improvement opportunities

Staff Product Designer

Customer Support Lead