dunningkrugr

Head Of Customer Success & Support Operations / Project Planning

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Customer success and support operations leader with 5+ years at Edge (Airbitz Inc), a cryptocurrency wallet startup. I built internal enablement, Zendesk/Intercom operations, 750+ self-service assets, and a team of 4+ agents while staying hands-on on wallet and transaction escalations.

Looking for remote US roles in crypto/Web3 customer support, support operations, CS enablement, or onboarding-heavy customer success. Based in Michigan (US Eastern).

Experience: 6 years

Yearly salary: $120,000

Hourly rate: $55

Nationality: 🇺🇸 United States

Residency: 🇺🇸 United States

Experience

Head of Customer Success & Project Planning
Edge (Airbitz Inc)
2020 - 2026
Led customer support and success operations for a cryptocurrency wallet SaaS (remote from Michigan). Hired, trained, and coached 4+ support agents while handling escalations on wallet, transaction, and integration issues. Owned Freshdesk, Zendesk, and Intercom through two zero-downtime migrations. Built 750+ help articles, macros, and AI chatbot workflows to cut repeat tickets and keep the team current on product changes. Ran weekly and quarterly support metrics for leadership and partnered with Product and Engineering on adoption friction, documentation updates, and retention risks.
Owner / Independent Contractor
Freelance Media & Event Operations
2015 - 2020
Client-facing production and event operations: scheduling, stakeholder communication, on-site troubleshooting, and delivery under tight deadlines.
Caseworker/Direct Care
CSDD - Life Enrichment Academy
2009 - 2015
Managed confidential client records and long-term relationships with clients, families, and staff. Helped build enrichment programs and individualized plans in a team-based direct care setting.

Skills

bitcoin
crypto
customer-success
customer-support
ethereum
fintech
operations
web3
english
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