Customer Experience Lead
Skills
About This Role
Job Summary
In the volatile world of cryptocurrency, “Trust” is the only sustainable competitive advantage.
The CX Lead at McCoin is not just a support leader, but the architect of our end-to-end user.
You will be ensuring that complex regulatory hurdles, like KYC, KYT and AML feel like seamless, value-added steps rather than barriers to entry.
This role requires a "Product + Customer first’’ mindset, where every customer friction point is viewed as a data point for engineering improvement.
Key Responsibilities
- The "Triangle of Trust": Assist the customer Service Manager by acting as the strategic bridge between Product, Compliance, and Marketing, ensuring that legal requirements (KYC/AML) are marketed as security features, not inconveniences.
- Voice of the Customer (VoC): Serve as the internal advocate, transforming support ticket trends into a prioritized, high-impact roadmap for the Product and Engineering teams.
- Frictionless Onboarding & Offboarding: Assist with the technical logic of automated onboarding/offboarding, specifically focusing on reducing "Time-to-Trade" for new compliant users.
- Crisis & Volatility: Assist with designing and executing communication protocols for events, network outages, or sudden market shifts to prevent panic and churn.
- Great at defining CX metrics, building dashboards, and demonstrating the ROI of CX initiatives.
Required Qualifications
- Professional Background: Minimum of 2 years of experience in CX role with proven operations, compliance, customer journey implementation experience within cryptocurrency exchange or broker.
- Security-First Ethos: A paranoid commitment to user security; understanding how to communicate security protocols without causing unnecessary alarm.
- Education: University degree in technical or business discipline; MBA or advanced degree in UX/Behavioral Economics is a significant plus.
Skills & Tools
- Crypto-Asset Proficiency: Deep knowledge of DeFi protocols, Layer 1/Layer 2/Layer 3 scaling solutions, and the mechanics of “On-ramping” and “Off-ramping” fiat to crypto.
- Regulatory Tech (RegTech) Optimization: Advanced experience configuring Sumsub and Chainalysis workflows to balance risk mitigation with conversion rate optimization.
- Conversational AI Design: Proven ability to manage the logic behind LLM-based support agents to ensure they provide accurate, secure, and human-like assistance.
- Analytical Ability: Proficiency in SQL, Tableau, or similar BI tools to track the correlation between CX improvements and Customer Lifetime Value (CLV).
- Compensations and Benefits:
- Working Hours: Rotational Shift (8hours max)
• Medical Insurance: Comprehensive Insurance
- Annual Leave: after completion of 1 year in service
- Salary: To be discussed
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