Head of Customer Experience

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.
Experience in crypto is a must.
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

3Commas is a complete crypto-asset management platform offering a unified access point and interface with the worlds' major crypto exchanges. Fully automated trade execution and portfolio management, supported by continuously evolving strategies, algorithms and risk management solutions. By simply connecting their exchange API to 3commas, users can instantly access a unified dashboard serving as the central hub for trading and portfolio management execution Social trading makes it possible for new users to realize profits within 10 minutes of connecting to 3commas Subscriptions: 3 levels of subscriptions: $30 - $50 - $100/month offering various number of trades and bot access Fee/Trade Users have the option to experience our â€œsmart tradeâ€ features without subscribing but paying fees equal to 0.25% of profits Enterprise Partners: Revenue sharing of success-based fees charged in addition to monthly subscriptions For additional information please email: connect@3commas.io

Thrive Here & What We Value1. Flexible working conditions with priority to work from our offices in Barcelona or Tallinn (or Nicosia).2. Inhouse lessons for crypto-trading skills.3. Competitive salary offers based on your skills.4. Paid annual leave and paid sick leave.5. Generous paid time off policy, including annual leave and sick days.6. Opportunity to shape the future of institutional crypto asset management at a leading fintech company.7. Professional development budget for conferences, courses, and certifications.8. Inspiring leadership and knowledgeable, creative, genuinely kind colleagues.9. Comfortable and cozy office in the heart of Tallinn.10. Regular corporate events, both in and out of the office, including sports activities.

Head of Customer Experience

Main Responsibilities

Job Requirements

We Offer:

Life at 3Сommas

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