Customer Experience Lead

Job Summary

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

Job Type: Full-time