Customer Excellence Lead (Crypto)

Location: Europe - Remote

Company

hirify.global is a cryptocurrency exchange and digital financial platform building regulated digital asset services for customers across the European Economic Area.

What you will do

• Define and execute the European customer service strategy across markets, channels, customer segments, and outsourced providers.
• Own CRM and notification communications, including product updates, compliance notices, critical alerts, incident communications, and maintenance or downtime messaging.
• Lead customer experience and service quality across retail, active trader, VIP, and institutional segments, improving satisfaction, response times, first-contact resolution, and customer journeys.
• Oversee complaint handling, escalations, dispute resolution, complex customer cases, and corrective actions in partnership with Compliance, Legal, and Risk.
• Manage support delivery across live chat, email, telephone, onboarding, KYC, deposits, withdrawals, trading, and account-related enquiries.
• Drive AI, automation, self-service, analytics, dashboards, workforce planning, and scalable support-platform improvements while leading internal and external service teams.

Requirements

• 10+ years of relevant experience in customer service, customer operations, or customer experience, including significant leadership experience in crypto, fintech, banking, brokerage, or financial services.
• Experience leading large-scale, multi-market customer service operations and high-performing international teams.
• Strong understanding of crypto trading, digital assets, payments, financial services customer journeys, European markets, customer protection requirements, and regulated financial services environments.
• Demonstrated experience managing customer support operations, complaint handling, escalations, service quality, and operational transformation.
• Strong experience with customer service platforms, CRM systems, AI, automation, and omnichannel support solutions.
• Commercial and analytical mindset with experience managing CSAT, NPS, SLAs, response times, resolution rates, and operational efficiency metrics.
• Experience managing outsourced service providers, workforce planning, and multilingual customer support operations.
• Excellent communication, leadership, stakeholder management, and scalable service delivery skills.
• Bachelor's or Master's degree in Business Administration, Management, Finance, Communications, or a related field; equivalent relevant professional experience is also considered.

Nice to have

• Additional European languages.
• Chinese language skills.

Culture & Benefits

• Study Growth Fund supporting professional development and continuous learning.
• Regular team-building activities, workshops, and internal events.
• Collaboration with a diverse international team.
• Career advancement and internal mobility opportunities within a rapidly expanding global company.