Head of Customer Experience

You will own and execute the full customer experience strategy, spanning support operations, proactive engagement, and retention. You will lead, coach, and grow the customer support team across channels (live chat, email, social). You will design and scale AI-powered support workflows such as chatbots, automated triaging, and smart knowledge bases to reduce ticket volume and improve resolution time. You will define and track CX KPIs (CSAT, NPS, response and resolution metrics) and translate customer insights into actionable product feedback. You will partner with Product, Marketing, and Compliance to ensure CX aligns with new features and regulations. You will create and maintain self-service resources and manage the tooling stack (Zendesk, Intercom, or equivalents), owning QA processes, response templates, and escalation frameworks.

Responsibilities

• Own the full customer experience strategy
• Lead, coach, and grow the customer support team across channels
• Build and scale AI-powered support workflows including chatbots and automated triage
• Define and track CX KPIs such as CSAT and NPS
• Translate customer insights into actionable product feedback
• Partner with Product, Marketing, and Compliance to align CX with changes
• Design and maintain self-service resources including help center and onboarding guides
• Manage and optimize the tooling stack and evaluate new support solutions
• Own QA processes, response templates, and escalation frameworks

Requirements

• 5+ years in customer experience, customer support, or CX leadership
• Proven track record building and scaling CX teams and processes
• Hands-on experience implementing AI tools in support workflows (chatbots, LLM-based triage, AI-assisted responses)
• Strong data fluency and use of metrics to diagnose and prioritize improvements
• Excellent written and verbal communication skills in English; German is a plus
• Comfort navigating compliance-sensitive environments
• Customer obsession that translates into operational discipline
• Bonus: interest or experience in Bitcoin and financial sovereignty

Benefits

• Fully remote work across Europe
• Company-provided MacBook and iPhone
• Employee participation
• 0% fees on Bitcoin purchases
• Educational and learning budget
• Access to AI tools and trainings