Customer Experience Lead
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Key skills for this role
About the Role
McCoin Virtual Assets is seeking a Customer Experience Lead to architect end-to-end user experience in cryptocurrency exchange. The role requires 2+ years of CX experience in crypto, deep knowledge of DeFi and RegTech, and skills in SQL and BI tools.
Key Skills for This Role
Responsibilities
- Act as strategic bridge between Product, Compliance, and Marketing to ensure legal requirements are marketed as security features
- Serve as internal advocate, transforming support ticket trends into prioritized roadmap for Product and Engineering
- Assist with technical logic of automated onboarding/offboarding to reduce Time to Trade
- Design and execute communication protocols for events, network outages, or market shifts
- Define CX metrics, build dashboards, and demonstrate ROI of CX initiatives
Requirements
- Minimum 2 years of experience in CX role within cryptocurrency exchange or broker
- University degree in technical or business discipline
- Deep knowledge of DeFi protocols, Layer 1/2/3 scaling solutions
- Advanced experience configuring Sumsub and Chainalysis workflows
- Proficiency in SQL, Tableau, or similar BI tools
- Strong attention to detail and willingness to work in structured, regulated environment
Full Job Posting
Job Summary
- In the volatile world of cryptocurrency, 'Trust' is the only sustainable competitive advantage. The CX Lead at McCoin is not just a support leader, but the architect of our end to end user experience.
Key Responsibilities
- The 'Triangle of Trust': Assist the customer Service Manager by acting as the strategic bridge between Product, Compliance, and Marketing, ensuring that legal requirements (KYC/AML) are marketed as security features, not inconveniences.
- Voice of the Customer (VoC): Serve as the internal advocate, transforming support ticket trends into a prioritized, high impact roadmap for the Product and Engineering teams.
- Frictionless Onboarding & Offboarding: Assist with the technical logic of automated onboarding/offboarding, specifically focusing on reducing 'Time to Trade' for new compliant users.
- Crisis & Volatility: Assist with designing and executing communication protocols for events, network outages, or sudden market shifts to prevent panic and churn.
- Great at defining CX metrics, building dashboards, and demonstrating the ROI of CX initiatives.
Required Qualifications
- Professional Background: Minimum of 2 years of experience in CX role with proven operations, compliance, customer journey implementation experience within cryptocurrency exchange or broker.
- Security First Ethos: A paranoid commitment to user security; understanding how to communicate security protocols without causing unnecessary alarm.
- Education: University degree in technical or business discipline; MBA or advanced degree in UX/Behavioral Economics is a significant plus.
- Strong attention to detail and willingness to work in a structured, regulated environment.
Skills & Tools
- Crypto Asset Proficiency: Deep knowledge of DeFi protocols, Layer 1/Layer 2/Layer 3 scaling solutions, and the mechanics of 'On ramping' and 'Off ramping' fiat to crypto.
- Regulatory Tech (RegTech) Optimization: Advanced experience configuring Sumsub and Chainalysis workflows to balance risk mitigation with conversion rate optimization.
- Conversational AI Design: Proven ability to manage the logic behind LLM based support agents to ensure they provide accurate, secure, and human like assistance.
- Analytical Ability: Proficiency in SQL, Tableau, or similar BI tools to track the correlation between CX improvements and Customer Lifetime Value (CLV).
Pay
- From AED7,000.00 per month
Application Questions
- Do you have a 2 years background experience in a VASP or Cryptocurrency Exchange as CX Lead ?
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