Ethena

ROLE OVERVIEW The Customer Success Manager is a hands-on player-coach who owns the external link with our Ethena Pay users. You'll be the single accountable owner of the customer experience after signup. On day one you'll be in the queue answering tickets yourself, including the hard ones. For the 1st 6 months, expect roughly 70% doing the work and 30% building the operations of the function. You’ll be the 1st, so there is huge potential career growth baked in here. You’ll find your maximum ability and seniority level within the team, as the need for a larger support and payments ops org grows around you. Support is a key place a money product can truly stand out, and few competitors set a high bar We want users to tell other people how good our support is, and we want ticket volume to fall because the reasons for them are being removed. You'll sit directly inside the product team, working closely with Engineering, Finance, Compliance, and our GTM team. ROLE RESPONSIBILITIES * Own the queue personally: handle most inbound tickets yourself early on, own Zendesk end to end (triage, tagging, macros, help centre). You’ll publish, and hold yourself to, the first response and resolution targets. * Set a support quality bar users talk about: define what best-in-class looks like in writing, measure satisfaction and public sentiment properly, run response QA, and contact affected users before they contact us. * Turn support into measured input for product and engineering: a standing weekly read by cluster and contact rate, every defect routed with impact and an owner, and clear escalation thresholds so emergencies move fast and routine volume never interrupts engineering. * Automate the work: remove the causes of the largest clusters through product fixes, self-serve answers and automated status updates, use AI-assisted triage with a human check wherever money is involved, and track falling effort per user as an explicit goal. * Be the named operational owner of our rails vendors (card issuer, on/off-ramp, KYC and wallet partners), with escalation paths, a vendor incident log and evidence for commercial reviews. * Bring the manual money workflows under documented control: runbooks, four-eyes checks and audit trails for reconciliation, disputes and chargebacks, refunds, stuck withdrawals, fraud triage and KYC edge cases, working with parent Finance and Compliance. * Build and lead the operations function: bring support across the ticket queue, Telegram and X into one operation, own user-facing incident comms, run an operations KPI dashboard, and grow a small front line and payments-ops team toward follow-the-sun and multilingual coverage. REQUIRED SKILLS AND EXPERIENCE * Previously run support or operations for a live consumer money product where mistakes moved, lost or delayed real customer funds, such as a neobank, payments company, card program, exchange or crypto money app. * Owned operational KPIs and reported them regularly to executive and product audiences, with examples of numbers you moved and how you moved them. * A track record of reducing the work, not just absorbing it: contact rates brought down or clusters engineered out, with before-and-after numbers. * A support experience you built that users praised, backed by satisfaction or sentiment data. * Handled money-movement exceptions end to end, such as disputes and chargebacks, refunds, failed or stuck withdrawals, reconciliation breaks, or KYC and sanctions escalations. You've also managed third-party vendors operationally, including getting a live production problem fixed. * A player-coach who has done the work and built a small team or contracted capacity around it, including outsourced support and coverage across time zones or languages. * Agent-native working: you use AI tools to cluster tickets, draft macros and help-centre content, and build reports, and you check the output for accuracy and tone.

ROLE OVERVIEW Ethena Pay is a live digital dollar-powered payments consumer product, and you will be a core dedicated lawyer. You will own day-to-day product, legal and compliance advice for the product, work closely with our Compliance team to make sure our program works in practice, negotiate with the partners our product runs on, review product flows and lead our licensing strategy as we expand into new markets. It is a hands-on role with significant room to grow as the product and the function scale. ROLE RESPONSIBILITIES * Be the day-to-day legal and compliance counsel for Ethena Pay: terms, disclosures, marketing review, privacy and product launches. * Map and maintain the regulatory perimeter and obligations register across the markets we serve. * Oversee and strengthen the compliance framework with our Compliance team: AML/KYC, sanctions, complaints and regulator or law-enforcement requests. * Negotiate and manage agreements with our card issuer, ramp providers, KYC and infrastructure partners. * Lead licensing and registration strategy and applications, working with outside counsel and regulators. * Build the playbooks and, over time, the team behind the function. WHAT WE ARE LOOKING FOR * Significant legal experience in fintech or payments, with meaningful in-house time. * Experience as counsel to a consumer-facing app (neobank, crypto wallet, card program or similar), and direct experience negotiating with crypto-native card issuers and ramp providers. * Hands-on experience working with or overseeing a payments or fintech compliance function. * A track record negotiating payments vendor and partner agreements and delivering licensing work. * Pragmatic, commercial judgement and clear writing. * Interest in, or experience with, stablecoins and crypto payments.

ROLE OVERVIEW The Senior Product Designer is a hands on IC who’ll set the craft bar for our new flagship mobile money app, Ethena Pay. Ethena Pay is live on iOS with Android on the way. The app still needs more features and moments of delight that make the best apps a joy to use. Your core job is closing that gap. You'll hold Ethena Pay to the standard of the best-designed consumer products, in money and beyond. You'll own a share of the product end to end, the design system and the brand outright. About 80% of your time goes to product design and the system. The other 20% goes to complementing marketing design, so the quality people see in the app also shows up where we meet them, in launch content, X and on the store pages. You'll report to the Head of Product and work as a peer to our existing Product Designer. ROLE RESPONSIBILITIES * Review the whole app and design system on iOS and Android. Turn what you find into a ranked plan for what to keep, fix or rebuild. * Set and ship a new design standard with engineering: a component library, a motion and interaction language (timing, springs, haptics, transitions) and rules for layout, type and states. Build it into the system so every screen gets it by default. * Design every state, not just the happy path: loading, pending, failed, limit reached, offline and "we don't know yet". Own the display rules for money so balances, rounding and pending vs settled amounts are always clear. * Create the voice of the app. Terminology, error copy that says what happened and what to do next. * Own the brand: write guidelines GTM can use without a designer, build partner co-branding and card artwork, and turn the app's best moments into X content, launch videos and store pages. * Bring Android up to the same bar. Put both apps on the same components, tokens, motion and states, and decide where Material applies and where the brand wins. * Raise the team's craft through critique and pairing, run lightweight research yourself, and help build the design practice as the team grows. REQUIRED SKILLS AND EXPERIENCE * A track record and portfolio of world-class mobile app design: Not “I can do it”, but “I have done it and know how to do it better”! Several years designing shipped native apps whose design is a reason people use them. * Motion and interaction design at a high level: transitions, springs, gestures, haptics and micro-interactions, shown as prototypes or recordings and specified precisely enough for engineers to build to the frame. * Senior product design experience on a live neobank, payments, card or crypto money app where design is a competitive advantage (e.g. Revolut, Monzo, Wise, Nubank, Cash App, Plasma One), or other consumer mobile apps that stand out for their design (e.g. AirBnB). * A portfolio that shows states, not just hero screens, plus an honest account of what shipped compared with what was designed. * Evidence that you've raised a team's craft, not only your own: designers you critiqued or engineers you paired with got visibly better. Great if you've reviewed and rebuilt an existing app and its design system * Real brand and marketing work you made yourself, such as an identity or a significant extension of one, card artwork, or launch and social content built from the product. * Agent-native design: you use AI tools (Figma MCP, Claude Code or equivalent) to speed up your work while holding the craft bar, and you know where they fail.