hero
Capital Factory
companies
Jobs

Vice President of Custody Support

Unchained Capital

Unchained Capital

Customer Service
Austin, TX, USA
Posted on Aug 1, 2025

ABOUT UNCHAINED

Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for institutions and other businesses.


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