Summary

As Head of Customer Experience (CX) at 3Commas.io, you will influence our customer experience strategy across the entire lifecycle — from acquisition and onboarding to support, retention, and community engagement. Your mission is to deliver a world-class, AI-enhanced CX function that drives satisfaction, loyalty, and growth across our global user base.

This role is perfect for a hands-on CX leader who thrives in fast-paced environments, understands the power of automation and AI, and knows how to scale support, feedback loops, and engagement in a remote-first, crypto-native context.

Key Responsibilities:

CX Strategy & Customer-Centricity

1. Define and own the end-to-end customer experience strategy, aligning with company objectives and growth goals
2. Drive customer-first culture across all departments and embed CX as a key driver of product and business decisions
3. Champion the voice of the customer internally and drive CX-led innovation initiatives that impact activation, conversion, and retention

AI & CX Operations Optimization

1. Lead the implementation of AI and automation in CX workflows to boost efficiency, personalization, and scalability
2. Introduce and manage intelligent tooling for chatbots, ticket triage, sentiment analysis, and proactive support
3. Measure and improve CX KPIs (CSAT, NPS, first response time, resolution time) using data and AI insights

Performance, Metrics & Continuous Improvement

1. Set up real-time dashboards and reporting to monitor operational efficiency and customer sentiment
2. Use data-driven insights to identify churn risks, drive product feedback loops, and inform feature prioritization
3. Maintain high performance across all key CX metrics with continuous iteration and optimization

Omnichannel Engagement & Community Presence

1. Oversee all support and engagement channels: Helpdesk, Telegram, Discord, LinkedIn, and other owned platforms
2. Design strategies for proactive customer communication in public and private channels in cooperation with Marketing department
3. Ensure high responsiveness, alignment with brand tone, and moderation excellence across all platforms

Team Management & Resource Optimization

1. Lead a distributed CX team, optimizing team structure across time zones for 24/7 support and productivity
2. Design work schedules, motivation frameworks, and role specializations to improve morale and output
3. Build a performance-driven, empathetic, and fast-learning CX culture
4. Manage the CX department budget, ensuring efficient use of resources across headcount, tools, and programs

Cross-Functional Collaboration

1. Collaborate with Product, Marketing, BizDev, and Engineering to deliver timely updates on features, campaigns, issues, and pricing changes
2. Build strong feedback channels between CX and internal teams to deliver actionable customer insights
3. Drive alignment on customer onboarding, education, and lifecycle communication strategies

Requirements:

1. 5+ years in Customer Experience, Customer Support, or Success roles — including 3+ years leading distributed CX teams
2. Proven experience driving AI or automation-based improvements in support and engagement workflows
3. Strong leadership, communication, and analytical skills — comfortable with reporting and KPI management
4. Deep familiarity with omnichannel CX tools (Zendesk, Intercom, Discord, Telegram, CRM platforms)
5. Experience collaborating closely with Product, Marketing, and Engineering teams
6. Demonstrated ability to scale CX operations, improve satisfaction scores, and reduce churn
7. Fluent English (C1+); additional languages are a plus

Preferred Qualifications:

1. Experience in crypto, fintech, or SaaS customer support environments
2. Background in AI-powered CX tools, chatbots, or predictive support systems
3. Familiarity with community management and brand reputation in online public channels
4. Previous experience scaling remote support teams and optimizing SLAs across geographies

Skills

• Communications Skills
• Cryptocurrency
• Leadership
• Marketing
• Strategic Thinking
• Team Collaboration