Head of Customer Experience

Main Responsibilities

• Strategic Leadership: Align customer experience strategy with company goals. Collaborate across departments to integrate feedback into broader business strategies.
• Customer Experience Optimization: Design initiatives to improve the customer journey, enhance satisfaction, and boost retention and NPS.
• Data-Driven Insights: Oversee the collection and analysis of customer data to inform business decisions and improve products/services.
• Team Leadership: Lead and mentor the CX team, ensuring high performance and continuous growth. Handle recruitment and training.
• Customer Support Management: Supervise customer support, ensuring quick resolution of issues and escalation processes.
• Cross-Department Collaboration: Work with Product, Marketing, and BizDev teams to incorporate customer feedback and optimize onboarding and upselling strategies.
• Budget and Financial Management: Manage CX department budget and track financial impact, focusing on reducing churn and increasing customer lifetime value.
• Reporting and Communication: Provide CX performance reports to leadership, communicate strategies company-wide, and stay informed on industry trends.

Job Requirements

• 5+ years in customer experience, customer success, or related field, with 2+ years in leadership roles.
• Experience in crypto is a must.
• Strong leadership, communication, and data analysis skills; expertise in CX tools and platforms.
• Ability to leverage customer insights to drive strategy.
• Experience working closely with product, marketing, engineering and business development teams.
• Proven track record in resolving customer issues and improving customer satisfaction.
• Experience managing budgets and optimizing resource allocation.
• Bachelor’s degree in Business, Marketing, or related field (Master’s preferred).

We Offer:

• Flexible working conditions with a priority to work from our offices in Barcelona, Tallinn or Nicosia. Remote work is also open for discussion.
• Inspiring leadership and knowledgeable, creative, genuinely kind colleagues
• Paid annual leave, paid sick leave
• Competitive salary offers based on your skills
• In-house lessons for your crypto-trading skills