Manager, Customer Experience

About the role

The Manager, CX leads the team that ensures the world's best customer experience. This role builds the team and systems behind it, setting the standard for the frontline and growing a small crew into a 24/7 global operation.

Responsibilities

• Hire, coach, and equip a team to clear the world's best customer experience 24/7.
• Build and scale the team, grow a small specialist crew into a 24/7 global operation.
• Own the AI and tooling roadmap for support, decide where AI agents, automation, and self-serve go next.
• Build the operating system of support, stand up SLAs, staffing and coverage models, QA, escalation paths, and the metrics that matter (CSAT, resolution time, deflection rate).
• Stay close to the data, read dashboards natively, write light SQL, and make staffing, tooling, and product calls from evidence rather than vibes.
• Be the voice of the customer at the leadership table, surface product gaps, track adoption signals, and push the fixes that matter most — translating between customers and the teams who can fix things for them.
• Raise the bar relentlessly, hold every interaction, and every hire, to the standard of the world's best customer experience, and keep pushing it higher.

Requirements

• 3+ years in customer support, CX, customer success, or a similar customer-facing role, including 1–2+ years managing a team.
• A track record of building or scaling a support function — ideally in a high-growth, high-stakes, or always-on environment (fintech, crypto, trading, marketplaces, gaming).
• Genuinely care about the customer experience. Take it personally when a user has a bad time, and measure success by how much better you leave things, not just how many tickets close.
• Tool-native and unafraid of data. Comfortable in dashboards and support tooling, and willing to dig into SQL, AI tools, or a help center CMS even if you've never written code professionally.
• Hands-on with AI and automation for support — you've deployed (or are hungry to deploy) LLM agents, deflection, and internal tooling, and you partner naturally with engineers.
• A builder of process: SLAs, shift and coverage models, QA frameworks, and the metrics that prove it's working.
• Excellent written and verbal communication, especially in online and community settings. Clear, fast, and human, with tone-reading as a default skill.
• Strong prioritization, time management, and attention to detail. Can run a team across many live threads and a 24/7 schedule without dropping any.
• A bias toward building the fix, not the band-aid. Get restless when you see the same problem twice — and build teams that feel the same way.

Qualifications

• Domain context in prediction markets, sportsbooks, derivatives, or equities. Market microstructure background where outcomes and edge matter.
• Previous founder experience.

Skills

• Customer support and CX management skills.
• Ability to build and scale a support function.
• Data-driven decision making and analytical skills.
• Strong communication and interpersonal skills.
• Experience with AI and automation for support.
• Process-building and organizational skills.

Benefits

• Competitive salary & equity.
• Unlimited PTO.
• Full Health, Vision, & Dental coverage.
• 401k match.
• Equinox membership.
• Hardware setup: new MacBook Pro, big display, & accessories.