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About the Role

This strategic leadership role owns and elevates the customer support and customer experience function, setting the vision and managing the team while also being hands-on during high-stakes escalations or volume spikes.

Responsibilities

Own high-stakes client escalations end to end, including technical issues like wallet configuration, cold storage setup, pool switching, firmware issues, and payout questions.
Manage difficult customer conversations with direct, technical, and financially invested clients.
Run customer-facing success calls, including recurring calls for large hosting clients.
Step into the ticket queue during volume spikes or when complexity requires it.
Own customer communication for operational events such as curtailments, planned maintenance, site incidents, and repair-center status.
Manage sensitive account changes, including Bitcoin payout wallet updates, with a verification process to prevent fraud.
Lead a three-person support team, including 1:1s, performance reviews, and coaching.
Own ticket routing and assignment to ensure timely handling.
Develop and run the training program for the CS team, covering onboarding, product knowledge, platform updates, and playbooks.
Set individual scorecards for the team (response time, resolution time, QA score, CSAT) and ensure accountability.
Own the end-to-end customer journey, from contract signature through onboarding, steady state, and renewal.
Rebuild the new-customer onboarding process.
Drive adoption of new Simple Mining dashboard features through various communication channels.
Own all customer lifecycle communications and their performance.
Partner with marketing on brand voice and campaigns for existing customers.
Partner with sales on handoff points and with finance on billing friction.
Partner with product and engineering to surface friction points, feature requests, and usage patterns from the queue.
Align sales, marketing, and product on a shared definition of the customer experience.
Own the SLA framework and drive attainment above 90%.
Own NPS and CSAT programs, including scores, response rates, and follow-up with detractors.
Build and maintain the knowledge base for self-service by customers and the AI agent.
Own the configuration and improvement of the AI ticket deflection agent and drive the automation roadmap.
Identify and build efficiencies between fleet management tools, the Simple Mining dashboard, and HubSpot.
Build dashboards to track team performance trends and act on insights.
Own retention and churn from the customer experience perspective, building early-warning signals.
Manage a book of business for high-spend hosting clients, including reviews, pricing, upgrades, and expansion plans.
Build customer health scores and segment accounts for tailored service.
Own enrollment and attach rates for ancillary programs.
Manage the customer-facing aspects of program changes, including pricing and coverage updates.
Build and execute campaigns for ancillary programs.
Own the customer-facing side of accounts receivable, including overdue invoice follow-up and dunning.
Utilize HubSpot Service Hub for pipelines, reporting, automation, and customer success workspace.
Report weekly on key CX metrics to revenue leadership.

Requirements

Led a customer support, success, or experience team with measurable improvements.
Possess real Bitcoin knowledge, including explaining wallet types, hardware setup, and discussing mining concepts.
Hands-on experience with Foreman, Luxor, or a similar mining fleet management platform, or demonstrated ability to quickly learn complex operational tools.
Maintain a security mindset regarding customer funds and data, understanding social-engineering tactics.
Employ a data-first operating style, managing to numbers and building dashboards.
Deep proficiency with modern helpdesk and CRM stacks (HubSpot Service Hub strongly preferred).
Experience designing ticketing systems (categories, triage rules, priority levels, targets).
Experience building or significantly upgrading a support function (SLAs, QA, knowledge base, CSAT).
Comfort driving expansion revenue from a CX role (owned attach rates, renewals, upsell programs).
Track record of growing an existing book of business (renewal, expansion, net revenue retention).
High empathy and warmth on customer calls, with natural de-escalation skills.
Willingness to be hands-on during critical situations.
Ability to work across functions, creating customer emails, workflows, knowledge base articles, and presentations.
Daily fluency with AI tools for writing, analysis, and automation.

Skills

Customer Support
Customer Experience
Customer Success
Bitcoin Knowledge
Fleet Management Platforms
Data Analysis
CRM
Helpdesk Software
Ticketing Systems
SLA Management
NPS/CSAT
Knowledge Base Management
AI Tools
Automation
Retention Strategies
Revenue Growth
Account Management
De-escalation
Cross-functional Collaboration
Campaign Management
Accounts Receivable

Location

Remote (US)
NY area preferred

Work Type

Full-time
Remote

Experience Level

Director

Benefits

Medical insurance (UnitedHealthcare, HSA option)
Dental insurance (Delta Dental PPO)
Vision insurance (VSP)
401(k) with automatic 3% company contribution
Bitcoin bonus (1% of annual gross earnings)
Company-paid basic life and AD&D insurance
Long-term disability
Employee Assistance Program
HSA, FSA, and dependent care FSA options
Paid time off (vacation, personal time, appointments)

About the Company

Simple Mining is a Bitcoin mining hosting and infrastructure company headquartered in Iowa.
Operates ten facilities with over 150 MW of capacity.
Expanding into AI and high-performance computing infrastructure.
Named to the Inc. 5000 list of America's fastest-growing private companies for two consecutive years.
Operates with a lean, fast-paced approach, valuing high autonomy and accountability.
Core values include Grit, Neighborly, Transparency, Overdeliver, and Velocity.