Head of Customer Experience

Job Title: Head of Customer Experience

Location: Barcelona, ES (Remote also available)

Employment Type: Full-time

Department: Customer Experience

Main Responsibilities:

• Strategic Leadership: Align customer experience strategy with company goals. Collaborate with different departments to integrate customer feedback into broader business strategies.
• Customer Experience Optimization: Design and implement initiatives to improve the customer journey, increase satisfaction, and enhance retention, along with boosting Net Promoter Score (NPS).
• Data-Driven Insights: Oversee the collection and analysis of customer data to drive business decisions and continuously improve the products and services offered.
• Team Leadership: Lead, mentor, and develop the Customer Experience (CX) team, ensuring high performance and ongoing professional growth. Manage recruitment and training efforts.
• Customer Support Management: Supervise customer support operations to ensure timely issue resolution and efficient escalation processes.
• Cross-Department Collaboration: Work closely with Product, Marketing, and Business Development teams to incorporate customer feedback and optimize customer onboarding and upselling strategies.
• Budget and Financial Management: Manage the CX department’s budget, track financial impacts, and focus on reducing churn while increasing customer lifetime value.
• Reporting and Communication: Provide regular CX performance reports to leadership, communicate strategies across the company, and stay informed on industry trends and best practices.

Job Requirements:

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

What We Offer:

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

Note: If you're passionate about driving exceptional customer experiences, have strong leadership skills, and a background in the crypto industry, we would love to have you on our team. Apply today and help us shape the future of customer experience!