Head of Customer Experience
Company:3Сommas
Location:Spain
Languages:English
Seniority level:Lead, 5+ years
Experience:5+ years
Skills:
LeadershipProject ManagementArtificial IntelligenceBusiness IntelligenceData AnalysisPeople ManagementProduct ManagementCross-functional Team LeadershipOperations ManagementStrategyCommunication SkillsAnalytical SkillsCustomer serviceMentoringComplianceTeam managementStakeholder managementCustomer SuccessBudget managementCRMCustomer support
Requirements:
5+ years in Customer Experience, Customer Support, or Success roles. 3+ years leading distributed CX teams. Strong background in crypto, trading, or fintech industries. Strong leadership, communication, and analytical skills. Deep familiarity with omnichannel CX tools (Zendesk, Intercom, Discord, Telegram, CRM platforms). Experience collaborating closely with Product, Marketing, and Engineering teams. Demonstrated ability to scale CX operations, improve satisfaction scores, and reduce churn. Fluent English.
Responsibilities:
Define and own end-to-end customer experience strategy. Drive a customer-first culture and CX-led innovation. Lead implementation of AI and automation in CX workflows. Introduce and manage intelligent tooling for CX. Measure and improve CX KPIs. Set up real-time dashboards for monitoring. Use data to identify churn risks and inform product feedback. Oversee all support and engagement channels. Design strategies for proactive customer communication. Lead a distributed CX team across time zones. Design work schedules and motivation frameworks for the team. Build a performance-driven, empathetic CX culture. Manage the CX department budget. Collaborate with Product, Marketing, BizDev, and Engineering. Build feedback channels between CX and internal teams. Drive alignment on customer onboarding and lifecycle communication.
