Head of Fulfillment Onchain Investor Consultancy

Head of Fulfillment – Yieldschool We are a crypto investment consultancy serving high‑net‑worth individuals. We help investors avoid financial loss and make gains through a system to intelligently invest on‑chain. Mission To be the global standard for crypto asset wealth consulting. To achieve this, we need an A‑player to lead fulfillment, ensuring our Members receive best‑in‑class service, renew, and continue their engagements with us. Role You will scale and lead our fulfillment systems to handle $10M/month by end‑2026 with industry‑leading NPS and satisfaction. You will be directly accountable for client experience, retention, renewals, upsells, and some fulfillment operations. You’ll hire and manage a team of A‑players, instill standards, and design a culture of service and proactivity. This is not a maintenance role. It’s about building the systems and people to deliver world‑class fulfillment at scale while keeping client disputes/refunds below 3% and NPS above industry benchmarks. Key Outcomes NPS exceeds 45 by end Q2 2026 with 20%+ of new clients surveyed. NPS exceeds 70 by end Q4 2026 with 20%+ of new clients surveyed. 20%+ of new Q1 & Q2 clients renew or upsell. Maintain Build, identify, and manage a team of A‑players. Competencies Crypto native (or willing to rapidly build yourself into one). Calm and objectively accountable. You treat matters as black & white. Moral integrity. You honor the higher standard that is beyond financials. Hungry. You push for results, even at the cost of daily consistency. Proven experience building and scaling fulfillment or client success functions in fast‑growth companies. Sharp leadership instincts: you set standards, hire talent, and cut bad fits fast. Systems thinker: you can design repeatable processes that scale without sacrificing quality. Compensation $10K base + Target Bonuses. OTE $12‑17K+/month. Performance‑based bonuses tied to NPS, renewals, and upsells. Path to Chief Operating Officer or Chief of Staff within the organization. Location Remote. Must be available in Slack 9am – 8pm EST, Monday through Friday. Who You Are You are not a “customer service manager.” You are a builder and a leader. You have a track record with specific results that you can reference. Example: "I built the client relations team from 3 to 20 representatives and designed and implemented the start‑to‑finish customer journey that drove monthly revenue to increase from $300,000 to $4,000,000." The majority of your reference checks will praise you. You see fulfillment as the most important driver of client satisfaction. You thrive under specific targets and communicate frequently and clearly. #J-18808-Ljbffr