[Hiring] Director of Customer Experience @Simple Mining LLC

Role Description

We are hiring a Director of Customer Experience to own and level up our customer support and customer experience function. This is a strategic leadership seat with a hands-on edge: you set the vision and run the team, and when a high-stakes escalation hits or volume spikes, you get in the weeds alongside them.

Today, our support team of three representatives handles roughly 150 tickets per week across general support and accounting pipelines, and they handle it well. Volume has been stable for over six months and the team keeps pace. The opportunity now isn't more hands, it's more strategy.

You will own the entire post-sale customer experience:

• The team
• The metrics
• The tooling
• The customer communications
• The strategy

Your mandate is to take an established function and make it exceptional:

• Push SLA attainment higher
• Grow survey response volume
• Close the loop with detractors
• Build out the proactive customer success motion
• Grow enrollment in ancillary programs

Qualifications

• You have led a customer support, customer success, or customer experience team, and you can show the metrics that improved under your management.
• Real Bitcoin knowledge required.
• Hands-on experience with Foreman, Luxor, or a comparable mining fleet management platform.
• A security mindset around customer funds and data.
• A data-first operating style.
• Deep proficiency with a modern helpdesk and CRM stack.
• You have designed a ticketing system.
• Experience building or significantly upgrading a support function.
• Comfort driving expansion revenue from the CX seat.
• A track record growing an existing book of business.
• High empathy and genuine warmth on customer calls.
• Willingness to be genuinely hands-on when it counts.
• A builder who works across functions.
• Daily fluency with AI tools for writing, analysis, and automation.

Requirements

• Direct experience in Bitcoin mining, mining hosting, or crypto infrastructure.
• Experience with AI support agents or ticket deflection programs.
• Experience supporting B2B customers with high contract values.
• HubSpot certifications.
• Experience running collections or accounts-receivable follow-up alongside a finance team.
• Comfort with spreadsheet modeling or basic SQL for account and ticket analysis.

Benefits

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