Head of Customer Experience

3СommasBarcelona, Spain | WorldwideRemote, Onsite

Main Responsibilities

Strategic Leadership: Align customer experience strategy with company goals. Collaborate across departments to integrate feedback into broader business strategies.
Customer Experience Optimization: Design initiatives to improve the customer journey, enhance satisfaction, and boost retention and NPS.
Data-Driven Insights: Oversee the collection and analysis of customer data to inform business decisions and improve products/services.
Team Leadership: Lead and mentor the CX team, ensuring high performance and continuous growth. Handle recruitment and training.
Customer Support Management: Supervise customer support, ensuring quick resolution of issues and escalation processes.
Cross-Department Collaboration: Work with Product, Marketing, and BizDev teams to incorporate customer feedback and optimize onboarding and upselling strategies.
Budget and Financial Management: Manage CX department budget and track financial impact, focusing on reducing churn and increasing customer lifetime value.
Reporting and Communication: Provide CX performance reports to leadership, communicate strategies company-wide, and stay informed on industry trends.

Job Requirements

5+ years in customer experience, customer success, or related field, with 2+ years in leadership roles.
Strong leadership, communication, and data analysis skills; expertise in CX tools and platforms.
Ability to leverage customer insights to drive strategy.
Experience working closely with product, marketing, engineering and business development teams.
Proven track record in resolving customer issues and improving customer satisfaction.
Experience managing budgets and optimizing resource allocation.
Bachelor’s degree in Business, Marketing, or related field (Master’s preferred).

We Offer:

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

Life at 3Сommas

Thrive Here & What We Value1. Flexible working conditions | 2. Inhouse lessons for crypto-trading skills | 3. Inspiring leadership and knowledgeable, creative, genuinely kind colleagues | 4. Paid annual leave and paid sick leave | 5. Competitive salary offers based on your skills.</s> | 2. Paid annual leave and sick leave | 3. Inhouse lessons for crypto-trading skills</s> | 3. Paid annual leave and sick leave | 4. Competitive salary offers based on your skills</s> | 1. Flexible working conditions with priority to work from our offices in Barcelona, followed by Tallinn. | 2. Remote work is also open for discussion. | 3. Inspiring leadership and knowledgeable, creative, genuinely kind colleagues. | 4. Paid annual leave and paid sick leave. | 6. Inhouse lessons for your crypto-trading skills.</s> | Flexible working conditions with a preference for working from our offices in Barcelona or Tallinn, with remote work open for discussion. | Inspiring leadership and knowledgeable, creative, and genuinely kind colleagues. | Paid annual leave and sick leave. | Competitive gross salary based on your skills. | In-house lessons to enhance your crypto-trading skills.</s> | Flexible working conditions with a priority to work from our offices in Barcelona, followed by Tallinn. | Paid annual leave, paid sick leave | In-house lessons for your crypto-trading skills.</s> | In-house lessons for your crypto-trading skills</s> | 3. Competitive salary offers based on your skills | 4. Inhouse lessons for crypto-trading skills</s> | 5. Inspiring Leadership and Knowledgeable, Creative Colleagues.</s> | 1. Flexible working conditions with a priority to work from our offices in Barcelona, followed by Tallinn. | 3. Paid annual leave and paid sick leave. | 4. Competitive salary offers based on your skills. | 5. Inhouse lessons for your crypto-trading skills.</s> | Flexible working conditions with a priority to work from our offices in Barcelona, Tallinn or Nicosia. | 2. Opportunity to shape the future of institutional crypto asset management at a leading fintech company. | 3. Competitive salary based on your skills and experience. | 4. Professional development budget for conferences, courses, and certifications. | 5. Generous paid time off policy, including annual leave and sick days.</s> | 2. Priority to work from offices in Barcelona and Tallinn | 3. Remote work open for discussion | 4. Inspiring leadership | 5. Knowledgeable, creative, genuinely kind colleagues | 6. Paid annual leave and sick leave | 7. Competitive salary offers based on skills | 8. Inhouse lessons for crypto-trading skills</s> | 1. Inspiring leadership and knowledgeable, creative, genuinely kind colleagues. | 2. Paid annual leave, paid sick leave. | 3. Competitive salary offers. | 4. Inhouse lessons for your crypto-trading skills. | 5. Comfortable and cozy office in the heart of Tallinn. | 6. Regular corporate events, both in and out of the office, including sports activities. | 7. Opportunities for external training to enhance your professional skills.</s> | In-house lessons for crypto-trading skills</s> | 4. Paid annual leave, paid sick leave | 6. Inhouse lessons for your crypto-trading skills</s> | Flexible working conditions, optionally work from the office in Estonia (Tallinn), Cyprus (Nicosia), Spain (Barcelona) or remotely | 1. Flexible working conditions with priority to work from offices in Barcelona or Tallinn | 2. Paid annual leave and paid sick leave | 3. Competitive salary offers based on skills

Head of Customer Experience

Main Responsibilities

Job Requirements

We Offer:

Life at 3Сommas

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