Head of Customer Experience
3Commas.io
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇪🇸 Spain
Visit company websiteJob Level
Lead
About the role
- 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.
Requirements
- 5+ years in Customer Experience, Customer Support, or Success roles — including 3+ years leading distributed CX teams.
- Strong background in the crypto, trading, or fintech industries.
- Strong leadership, communication, and analytical skills — comfortable with reporting and KPI management.
- 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; additional languages are a plus.
Benefits
- Impact at Scale
- Strategic Influence
- Culture of Growth
- Global & Remote Work flexibly from Barcelona, Tallinn, Cyprus — or remotely, in sync with our distributed product and tech teams.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience strategyCX KPIsdata-driven insightsAI implementationautomation in CX workflowsperformance optimizationchurn risk identificationfeature prioritizationsentiment analysisproactive support
Soft skills
leadershipcommunicationanalytical skillsteam managementempathymotivation frameworkscollaborationcustomer-first cultureadaptabilityproblem-solving