3Commas.io

Customer Support

• Define and own the end-to-end customer experience strategy, aligning with company objectives and growth goals.
• Drive customer-first culture across all departments and embed CX as a key driver of product and business decisions.
• Champion the voice of the customer internally and drive CX-led innovation initiatives that impact activation, conversion, and retention.
• Lead the implementation of AI and automation in CX workflows to boost efficiency, personalization, and scalability.
• Introduce and manage intelligent tooling for chatbots, ticket triage, sentiment analysis, and proactive support.
• Measure and improve CX KPIs (CSAT, NPS, first response time, resolution time) using data and AI insights.
• Set up real-time dashboards and reporting to monitor operational efficiency and customer sentiment.
• Use data-driven insights to identify churn risks, drive product feedback loops, and inform feature prioritization.
• Maintain high performance across all key CX metrics with continuous iteration and optimization.
• Oversee all support and engagement channels: Helpdesk, Telegram, Discord, LinkedIn, and other owned platforms.
• Design strategies for proactive customer communication in public and private channels in cooperation with Marketing department.
• Ensure high responsiveness, alignment with brand tone, and moderation excellence across all platforms.
• Lead a distributed CX team, optimizing team structure across time zones for 24/7 support and productivity.
• Design work schedules, motivation frameworks, and role specializations to improve morale and output.
• Build a performance-driven, empathetic, and fast-learning CX culture.
• Manage the CX department budget, ensuring efficient use of resources across headcount, tools, and programs.
• Collaborate with Product, Marketing, BizDev, and Engineering to deliver timely updates on features, campaigns, issues, and pricing changes.
• Build strong feedback channels between CX and internal teams to deliver actionable customer insights.
• Drive alignment on customer onboarding, education, and lifecycle communication strategies.

Head of Customer Experience

Product Manager

• Own the full subscription and billing experience — trials, upgrades, renewals, cancellations, and failed payments.
• Optimize the payment funnel — identify drop-offs, improve conversion, and continuously test and iterate payment flows.
• Lead monetization and retention strategy — design and execute pricing, trial, upsell, cross-sell, and win-back initiatives.
• Evaluate and manage global PSP integrations — Stripe, Paddle, Recurly, Adyen, and local acquirers.
• Act as the internal expert on which payment solutions are best per region (US focus first, then EU, LATAM, APAC).
• Align payment operations with compliance — KYC/AML, PCI DSS, sanctions, and local regulation requirements.
• Define and track revenue KPIs — trial-to-paid conversion, churn, transaction success rate, ARPU, and retention.
• Maintain a clear payment & monetization roadmap aligned with company goals and product direction.
• Partner cross-functionally with Product, Marketing, CX, and Finance to align growth initiatives and improve overall monetization performance.

Senior Product Manager – Growth, Payments

• Delivering an outstanding customer experience for customers through inbox conversations via various channels, including live chat & email.
• Growing your crypto services expertise as you develop deep subject mastery of crypto trading and exchanges.
• Driving continuous improvement to delight customers, acting as the voice of the customer to identify and communicate better ways to serve our customers and improve our product.
• Work closely with other support representatives and Community Moderators to ensure consistency, high quality customer service and proper escalation of feedback received from our users.

Customer Experience Representative

DevOps Engineer

• Architect, deploy, backup and maintain scalable, secure AWS environments with a focus on high availability and resilience.
• Develop and maintain Infrastructure as Code (IaC) using Terraform, CloudFormation, and scripting languages (Python, Bash, Go).
• Build, enhance, and oversee CI/CD pipelines to support continuous integration and delivery (GitLab CI, ArgoCD).
• Work closely with development teams to optimize application performance, scalability, and deployment processes.
• Implement automated monitoring solutions using Prometheus, Grafana, ELK, and AWS CloudWatch to ensure system reliability.
• Apply best practices for cloud security, including IAM, encryption, and adherence to compliance standards.
• Monitor and optimize cloud costs, ensuring resource efficiency.
• Diagnose and resolve complex infrastructure issues, conducting root cause analysis.
• Deploy, maintain, and optimize Kubernetes clusters, ensuring scalability and reliability.
• Participate in on-call rotations to ensure system availability and rapid resolution of critical incidents.
• Additional/optional: Configure and administer relational and NoSQL databases (PostgreSQL, Redis).

Head of Customer Experience

Senior Product Manager – Growth, Payments

Customer Experience Representative

Senior DevOps Engineer