POSITION OVERVIEW
Unchained is seeking a Vice President of Custody Support to oversee the strategy, development, and execution of our Custody Support team and initiatives. This role leads a team of Bitcoin support professionals, ensuring the highest service delivery standards and customer satisfaction. In addition to operational leadership, the VP will play a pivotal role in enhancing client engagement, expanding service offerings, and supporting revenue-generating initiatives by transforming front-line support into a value driver.
WHAT YOU'LL DO
Team Management:
- Lead, mentor, and inspire a diverse team of support managers and individual contributors to achieve performance targets and professional growth.
- Foster a culture of accountability, client-first mentality, and continuous improvement.
- Drive team alignment with the broader strategic vision of delivering high-touch, revenue-enhancing support.
- Operations Governance:
- Develop and implement governance frameworks for custodial operations to ensure compliance and risk management.
- Oversee day-to-day operations and identify opportunities for process improvement.
- Establish and monitor key performance indicators to evaluate support effectiveness and implement data-driven improvements.
- Ensure a seamless support experience across digital and human channels, with an emphasis on security and scalability.
Strategic Leadership:
- Develop and implement a comprehensive support strategy aligned with company goals, focusing on customer experience, operational efficiency, and revenue impact.
- Partner with Product, Sales, Marketing, and Security to ensure seamless communication and support integration.
- Advocate for the voice of the client within internal teams to influence product development and client service enhancements.
- Build and scale proactive client success programs and consultative support workflows that deepen client relationships and lifetime value.
- Ensure client interactions reflect our brand promise of world-class service, turning satisfied clients into vocal brand advocates and revenue multipliers.
- Cultivate a deep service orientation that safeguards brand integrity, mitigates reputational risks, and maximizes client lifetime value through trusted relationships.
Revenue Enablement & Services Expansion:
- Design and implement support initiatives that directly impact revenue through upsell/cross-sell collaboration, guided product adoption, and service differentiation.
- Identify and champion new high-margin service opportunities such as personalized onboarding, premium support tiers, advanced key management advisory, and multi-sig recovery services.
- Equip support team members with the training and tools needed to uncover and relay client expansion opportunities.
- Collaborate with Sales and Account Management to refine service tiers and enhance the overall client journey.
- Proactively identify opportunities within support interactions to transition single-product users into multi-product clients, significantly contributing to incremental revenue growth.
- Position the Custody Support team as strategic revenue partners, aligning premium client service delivery directly with measurable business outcomes and growth initiatives.
- Leverage exceptional client support as a competitive differentiator, elevating our brand reputation and driving client loyalty through unparalleled service experiences.
P&L Oversight:
- Take ownership of the profit and loss (P&L) for custodial products, ensuring financial targets are met.
- Implement cost-effective measures while maintaining high-quality service standards.
- Support monetization of support-led services and initiatives through data insights and performance tracking.
WHO YOU ARE
- You have 8+ years of experience in a management role, with a strong track record in scaled operations or a related field.
- You demonstrate proven ability to lead high-performing support or client success teams in a fast-paced, high-growth environment.
- You are adept at articulating the benefits of collaborative custody with Unchained.
- You have an understanding of Hardware Wallets and how they function within Bitcoin
- You have a strong interest in private keys and the technology behind Bitcoin.
- You have extensive experience in client services, operations, and strategic planning.
- You have demonstrated success working with cross-functional teams and managing complex projects that have a direct business impact.
- You have exceptional strategic thinking, organizational, and project management skills.
- You have experience integrating support functions into go-to-market motions or product feedback loops.
- You are comfortable working with Google Suite and Microsoft Office.
- You live in the United States.
Even Better
- You have a technical background or prior experience in the bitcoin industry.
WHAT WE OFFER:
- Company paid medical, dental, and vision coverage
- 401k with employer match
- Employee stock options
- Unlimited PTO
- Training & development opportunities
- Remote work flexibility