Head of Customer Experience

Job Summary

Organizational Structure (Direct Reports)

Key Responsibilities & Strategic Mandate

• The "Triangle of Trust": Act as the strategic bridge between Product/Dev team, Compliance, and Marketing , ensuring that legal requirements (KYC/AML) are marketed as security features, not inconveniences.
• Service Excellence (24/7): Scale and manage a frontline team capable of maintaining high-touch service during 24/7 market cycles.
• 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: Oversee the technical logic of automated onboarding/offboarding, specifically focusing on reducing "Time-to-Trade" for new compliant users.
• Crisis & Volatility Leadership: Design and execute communication protocols for "Black Swan" events, network outages, or sudden market shifts to prevent panic and churn.
• Expert at defining CX metrics, building dashboards, and demonstrating the ROI of CX initiatives to executive stakeholders.
• Proven ability to lead diverse teams from creative UX designers to technical AI specialists and frontline support agents.
• Required Qualifications (concrete, verifiable credentials and experience)
• Professional Background: Minimum of 3 years of experience in CX or CS leadership role with proven operations, compliance, customer journey implementation experience within cryptocurrency exchange or broker.
• Comfortable working with AI/automation platforms and CRM tooling.
• The "COO/HR" Hybrid Mindset: Ability to draft internal culture playbooks, hire specialized talent (UX, AI, QA), and manage the department's P&L with the rigor of an operations executive.
• Security-First Ethos: A paranoid commitment to user security; understanding how to communicate security protocols without causing unnecessary alarm.
• Education: University bachelor’s degree in computer science or business discipline; MBA or advanced degree in UX/Behavioral Economics is a plus.
• Core Competencies (behavioural capabilities and ways of working)
• 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.
• Full-Stack Analytical Ability: Proficiency in SQL, Tableau, or similar BI tools to track the correlation between CX improvements and Customer Lifetime Value (CLV).
• Compensations and Benefits:
• Working Hours: Mondays to Fridays from 9AM to 5PM

• Medical Insurance: Comprehensive Insurance

• Annual Leave: after completion of 1 year in service
• Salary: To be discussed

Job Type: Full-time