Director of Customer Experience

🕒 October 16

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Simple Mining

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

₿ Crypto

⚡ Energy

🔧 Hardware

Crypto • Energy • Hardware

Simple Mining is a U. S. -based Bitcoin mining company that sells, hosts and services ASIC miners. It operates multiple owned data centers in Iowa where it racks, powers, cools, monitors and maintains customers' miners, and offers in-house component-level repairs, warranty labor and hosting plans. The company highlights scale and operational metrics (40,000+ miners managed, 150+ MW power capacity, 9+ EH/s hosted hashrate, 11 data centers, 95% average uptime), energy and cooling practices (about 60% wind/solar on their grid, closed-loop hydro cooling, demand response participation), bundled all-in hosting rates, and a client dashboard for tracking hashrate and rewards.

📋 Description

• Own and elevate Simple Mining's customer support and customer experience function • Lead a three-person support team and manage, coach, and develop support representatives • Own high-stakes client escalations involving wallet configuration, cold storage, pool switching, firmware, and payouts • Handle difficult customer conversations and customer-facing success calls for major hosting clients • Step into the ticket queue during volume spikes or complex issues • Manage communications for curtailments, planned maintenance, site incidents, and repair-center status • Manage sensitive account changes, including Bitcoin payout wallet updates, using fraud-prevention verification • Run 1:1s, performance reviews, coaching, routing, and ticket assignment • Build and run training programs, product and Bitcoin fundamentals training, and recurring-ticket playbooks • Set and manage team scorecards covering response time, resolution time, QA score, and CSAT • Own the end-to-end customer journey from signed contract through onboarding, steady state, and renewal • Rebuild onboarding from contract signature to first hashrate • Drive adoption of dashboard features through emails, in-app prompts, walkthrough videos, and training calls • Own lifecycle communications and performance metrics including open rates, activation, and time-to-first-hashrate • Partner with marketing, sales, finance, product, and engineering to improve customer experience and reduce friction • Own SLA attainment, NPS, CSAT, knowledge base, AI ticket deflection, and automation roadmaps • Improve integration and efficiency across Foreman, the Simple Mining dashboard, and HubSpot • Build dashboards and monitor weekly trends in team and customer metrics • Own retention, churn, customer health scores, and a book of business for high-spend hosting clients • Drive gross and net revenue retention, expansion plans, ancillary program enrollment, and protection-plan renewals • Build segmented HubSpot campaigns, landing pages, newsletters, and creative for upgrade offers, protection plans, and referrals • Own customer-side accounts receivable, including overdue invoice follow-up, payment reminders, and dunning • Report weekly on volume, SLA performance, CSAT, program enrollment, and churn risk to revenue leadership • Establish the CX function as a growth engine and build a six-month CX roadmap

🎯 Requirements

• Experience leading a customer support, customer success, or customer experience team, with measurable improvements in metrics • Real Bitcoin knowledge, including hot wallets, cold storage, hardware wallets, mining pools, payouts, and hashrate • Hands-on experience with Foreman, Luxor, or a comparable mining fleet management platform, or demonstrated ability to learn complex operations tools quickly • Security mindset around customer funds and data, including protection against social-engineering attacks • Data-first operating style; ability to build dashboards and defend metrics • Deep proficiency with modern helpdesk and CRM systems, including ticket pipelines, SLAs, surveys, reporting, and workflows • Experience designing ticketing systems, including categories, triage rules, priority levels, and turnaround targets • Experience building or significantly upgrading support functions, including SLAs, QA, knowledge bases, or CSAT programs • Experience driving expansion revenue from customer experience, including attach rates, renewals, or upsell programs • Track record growing an existing book of business as an account manager or customer success manager, including renewal, expansion, and net revenue retention results • High empathy and genuine warmth on customer calls; ability to de-escalate difficult conversations • Willingness to handle high-stakes escalations and step into the ticket queue • Ability to write and design customer email campaigns, build HubSpot workflows, draft knowledge-base articles, create simple Canva or similar creative, and prepare customer decks • Daily fluency with AI tools for writing, analysis, and automation • Nice to have: direct Bitcoin mining, mining hosting, or crypto infrastructure experience • Nice to have: AI support agent or ticket deflection experience • Nice to have: B2B support experience with high contract values • Nice to have: HubSpot certifications • Nice to have: collections or accounts-receivable follow-up experience • Nice to have: spreadsheet modeling or basic SQL experience

🏖️ Benefits

• Medical insurance through UnitedHealthcare, with multiple plan options including an HSA-eligible high-deductible plan • Dental insurance through Delta Dental (PPO) • Vision insurance through VSP • 401(k) with an automatic 3% company contribution, traditional and Roth options • Bitcoin bonus: 1% of annual gross earnings paid in Bitcoin each year • Company-paid basic life and AD&D insurance • Long-term disability insurance • Employee Assistance Program • HSA, FSA, and dependent care FSA options • Paid time off for vacation, personal time, and appointments • Remote work arrangement with travel required

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume