Customer Support Lead

Fun.xyz

Customer Support Lead building and managing user-facing support functions for a B2B2C payments company. Overseeing operations and ensuring compliance in a rapidly growing crypto environment.

Posted 5/28/2026full-timeNew York City • New York • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

Web3

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

7+ years of experience building or leading a customer support or CX function, with at least ~2 years in crypto, DeFi, or web3 payments
Demonstrated track record of building support infrastructure from scratch — hiring teams, writing SOPs, selecting tooling, managing vendors, and standing up processes where none existed
Hands-on experience with crypto-specific compliance operations (e.g. sanctions screening, OFAC reporting, fund blocking/rejection, etc)
Strong understanding of B2B2C dynamics; you know that support quality is a competitive differentiator that directly impacts client relationships
Experience managing outsourced or distributed support teams, with a track record of driving quality through SLAs, reporting, and coaching
Proven results deploying AI and automation to achieve measurable ticket deflection — not just experimentation, but real, quantifiable impact

Benefits

Comp & perks

Shape the future of payments and programmable money
Work with bleeding-edge tech in a domain where innovation moves fast
Join a mission-driven team focused on access, openness, and trust
Be a key contributor, not just a cog—your work will ship fast and matter
Collaborate with top-tier protocols, builders, and financial infrastructure providers
Optional WFH Fridays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportSOP developmentescalation frameworksticket managementcompliance operationssanctions screeningfund blockingAI deploymentautomationB2B2C dynamics

Soft Skills

leadershipcommunicationempathyaccountabilitycontinuous improvementproblem-solvingcollaborationcoachingadaptabilitystrategic thinking