Head Of Customer Experience (Crypto)

TL;DR

Head Of Customer Experience (Crypto): Lead and scale the customer experience strategy and operations for a global crypto trading platform with an accent on AI-enhanced workflows, automation, and omnichannel support. Focus on designing and optimizing CX processes, driving customer satisfaction, and managing a distributed team across time zones.

Location: Remote with options to work from Barcelona, Tallinn, or Cyprus

Company

hirify.global.io develops a leading AI-driven cryptocurrency trading automation platform integrating with major exchanges worldwide.

What you will do

• Define and own end-to-end customer experience strategy aligned with company growth goals.
• Drive a customer-first culture and embed CX in product and business decisions.
• Lead AI and automation implementation in CX workflows to improve efficiency and personalization.
• Manage omnichannel support platforms including Helpdesk, Telegram, Discord, and LinkedIn.
• Lead and optimize a distributed CX team for 24/7 global support and productivity.
• Collaborate cross-functionally with Product, Marketing, BizDev, and Engineering teams.

Requirements

• 5+ years in CX or support roles with 3+ years leading distributed teams.
• Strong background in crypto, trading, or fintech industries.
• Experience with omnichannel CX tools like Zendesk, Intercom, Discord, Telegram, and CRM platforms.
• Strong leadership, communication, and analytical skills with KPI management experience.
• Fluent English required.

Nice to have

• Experience with AI-powered CX tools, chatbots, and predictive support systems.
• Community management and brand reputation experience in public online channels.
• Experience scaling remote support teams and optimizing SLAs across geographies.

Culture & Benefits

• Impact product innovation used by millions worldwide.
• Strategic influence on product roadmap and user experience.
• Culture of growth with valued ideas and career acceleration.
• Global remote work with flexible location options.