Crypto Fulfillment Retention Lead Job October 2025

As the Head of Fulfillment, you will be the strategic leader responsible for scaling our client service systems to handle an ambitious $10M/month revenue target by the end of 2026. This is a dynamic, hands-on leadership role focused on building and optimizing, not merely maintaining. You will be directly accountable for delivering an industry-leading client experience, driving high retention, maximizing renewals, and identifying upsell opportunities, all while ensuring operational excellence.

• Design and implement world-class fulfillment systems capable of immense scale.
• Recruit, develop, and manage a team of A-players, fostering a culture of proactive, top-tier service.
• Instill and uphold rigorous service standards to ensure exceptional Member satisfaction.
• Strategically drive client retention, renewals, and upsells to maximize lifetime value.
• Maintain strict control over client disputes and refunds, keeping rates below 3%.

You will achieve critical, measurable outcomes including:

• Achieving an NPS exceeding 45 by end Q2 2026, with a minimum of 20% of new clients surveyed.
• Elevating NPS to over 70 by end Q4 2026, consistently surveying 20%+ of new clients.
• Ensuring 20%+ of new Q1 & Q2 clients successfully renew or upsell their engagements.
• Sustaining a dispute/refund rate below 3% throughout Q1 & Q2 2026.

We are seeking a visionary leader, not just a manager, who is passionate about delivering exceptional client experiences in the dynamic crypto space. If you are a builder with a track record of specific, metric-led results and thrive on setting high standards, you belong with us.

• **Crypto Native** (or possess a strong willingness and capacity to rapidly become one) is essential for understanding our market and clients.
• Demonstrated calm, objective, and accountable approach, treating matters with clear, decisive clarity.
• Unwavering moral integrity, honoring a standard that transcends mere financial outcomes.
• Highly driven and hungry for results, pushing boundaries even at the cost of daily consistency.
• Proven experience in building and scaling fulfillment or client success functions within fast-growth companies, with tangible results.
• Sharp leadership instincts: adept at setting high standards, expertly hiring top talent, and decisively addressing poor fits.
• A true systems thinker: capable of designing repeatable, scalable processes that never compromise on quality.

You are a leader who understands fulfillment as the most critical driver of client satisfaction, thrives under specific targets, and communicates with exceptional frequency and clarity.

To apply for this pivotal role, please click the “Apply Now” button below to initiate the application process. We require a comprehensive application that showcases your expertise and unique fit for Yieldschool. Please ensure your application includes:

• Your up-to-date CV/Resume and a compelling cover letter.
• A short **Loom video (2–3 minutes)** introducing yourself and specifically addressing the following points:
  • What are your top 3 career goals for the next 3–5 years?
  • What part of client work do you least enjoy or struggle with?
  • Provide a concrete example of a metric-led result you personally delivered in a previous role.

**IMPORTANT:** Applications that do not include the Loom video addressing these specific questions will not be considered. We look forward to reviewing your application and learning about your journey and achievements.

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Q1: What is the application deadline for the Head of Fulfillment position?
The closing date for applications is **November 18, 2025**. We strongly encourage you to submit your complete application, including the required Loom video, well before this date to ensure consideration.

Q2: Is this a remote or onsite position?
This is a **fully remote** position, offering flexibility. However, candidates must be available on Slack from 9 AM to 8 PM EST, Monday through Friday, to ensure seamless team collaboration and client service.

Q3: What is the compensation structure for this role?
The compensation package includes a **$10,000 base salary per month plus target bonuses**, leading to an On-Target Earnings (OTE) of **$12,000 – $17,000+ per month**. Bonuses are performance-based and tied to key metrics like NPS, renewals, and upsells. This role also offers a clear path to Chief Operating Officer or Chief of Staff within the organization.

Q4: What kind of company is Yieldschool and what do you do?
Yieldschool is a three-year-old, rapidly growing crypto investment consultancy. We serve high-net-worth individuals by providing a proven system for intelligently investing on-chain, aiming to safeguard their assets and generate significant gains. Our mission is to set the global standard for crypto asset wealth consulting, driven by a culture focused on deep, valuable client experiences.

Q5: Is prior experience in cryptocurrency mandatory for this role?
While not strictly mandatory, being **crypto native** is highly preferred and a significant advantage. If you are not yet crypto native, you must demonstrate a strong willingness and capability to rapidly build yourself into one, as deep understanding of the crypto space is crucial for success in this role.