[EU] Customer Excellence Lead, EU

📋 Description

• Define and execute the European customer service strategy aligned with business objectives and
• Oversee customer support operations across European markets, channels and customer segments.
• Establish service standards, operating procedures, KPIs and performance management frameworks.
• Drive operational efficiency, scalability and continuous improvement across customer service
• Own the operational CRM and notification strategy for European users across email, in-app
• Serve as the accountable owner for critical user alerts, managing end-to-end incident

🎯 Requirements

• 10+ years of relevant experience in customer service, customer operations or customer experience
• Proven experience leading large-scale, multi-market customer service operations and high-performing
• Strong understanding of crypto trading, digital assets, payments and financial services customer
• Demonstrated experience managing customer support operations, complaint handling, escalations and
• Strong experience with customer service platforms, CRM systems, AI, automation and omnichannel
• Commercial and analytical mindset with experience managing CSAT, NPS, SLAs, response times

🎁 Benefits

• Study Growth Fund: supports professional development and continuous learning
• Internal Events: team-building activities, workshops, and events designed to promote collaboration
• Global Collaboration: diverse, international team, working with colleagues worldwide
• Career Advancement: opportunities for growth and advancement in a rapidly expanding global company
• Internal Mobility: internal job opportunities to help build career path