Head of Customer Experience (Fintech)

TL;DR

Head of Customer Experience (Fintech/Crypto): Own the full customer experience strategy from support operations to proactive engagement and retention with an accent on AI-driven transformation and scaling support workflows. Focus on building AI-powered tools like chatbots, automated triaging, and smart knowledge bases, leading the customer support team, and translating insights into product feedback.

Location: 100% remote across Europe

Company

Europe's leading Bitcoin-only app.

What you will do

• Own the full customer experience strategy including support operations, proactive engagement, and retention
• Lead, coach, and grow the customer support team across live chat, email, and social channels
• Build and scale AI-powered support workflows like chatbots, automated triaging, and knowledge bases
• Define and track CX KPIs such as CSAT, NPS, first response time, resolution rate, and churn signals
• Translate customer insights into actionable product feedback and collaborate cross-functionally
• Design self-service resources and optimize tooling like Zendesk or Intercom

Requirements

• 5+ years in customer experience, support, or CX leadership, ideally in fintech/crypto or high-growth B2C startup
• Proven track record building and scaling CX teams and processes
• Hands-on experience with AI tools in support (chatbots, LLM triaging, AI responses)
• Strong data fluency for diagnosing issues and prioritizing improvements
• Excellent English communication skills (written and verbal); German is a plus
• Comfort in compliance-sensitive fintech environments

Nice to have

• Genuine interest or experience in Bitcoin and financial sovereignty

Culture & Benefits

• Fully remote, flexible team working across Europe
• Latest MacBook and iPhone provided
• Competitive salary + employee participation
• 0% fees on Bitcoin purchases at hirify.global
• Educational and learning budget
• Access to relevant AI tools and trainings