Head of Customer Experience

3Сommas; Barcelona; A distancia; EUR 80.000 - 120.000; Jornada completa

Descripción de la vacante

A leading cryptocurrency trading platform in Barcelona is seeking a Head of Customer Experience to drive satisfaction and loyalty through innovative AI-driven solutions. This role involves defining customer strategy, leading distributed teams, and improving key performance metrics in a fast-paced environment. Ideal candidates will have extensive experience in the crypto or fintech industries and strong leadership skills.

Servicios

Impact at Scale

Flexible remote work options

Equal opportunity employer

Formación

• 5+ years in Customer Experience or Support roles, including 3+ years leading distributed teams.
• Strong background in crypto, trading, or fintech industries.
• Demonstrated ability to scale operations and improve satisfaction scores.

Responsabilidades

• Define and own the end-to-end customer experience strategy.
• Drive customer-first culture across all departments.
• Lead implementation of AI and automation in CX workflows.
• Measure and improve CX KPIs using data insights.
• Collaborate with Product and Marketing to deliver timely updates.

Conocimientos

Customer Experience Management

Leadership

Analytical Skills

Communication

Herramientas

Zendesk

Intercom

CRM platforms

Descripción del empleo

3Commas.io is a leading developer of cryptocurrency trading software, building the leading automation platform for crypto trading—turning complex markets into simple yet powerful algorithmic strategies. Our AI-driven bots (DCA, Grid, Signal), deep integrations with TradingView, and a robust API enable traders to automate and optimize across 15+ major exchanges, including Binance, Coinbase, OKX, and Bybit. We serve a global community of individual and institutional traders and developers who rely on our security-first, reliable, and battle-tested infrastructure to run strategies 24/7. Join us to build tools that power real trading volume, tackle hard product and engineering problems at scale, and make pro-level trading accessible to everyone.

Role Overview
As Head of Customer Experience (CX) at 3Commas.io, you will influence our customer experience strategy across the entire lifecycle — from acquisition and onboarding to support, retention, and community engagement. Your mission is to deliver a world-class, AI-enhanced CX function that drives satisfaction, loyalty, and growth across our global user base.
This role is perfect for a hands‑on CX leader who thrives in fast‑paced environments, understands the power of automation and AI, and knows how to scale support, feedback loops, and engagement in a remote‑first, crypto‑native context.

Key Responsibilities

• Define and own the end‑to‑end customer experience strategy, aligning with company objectives and growth goals.
• Drive customer‑first culture across all departments and embed CX as a key driver of product and business decisions.
• Champion the voice of the customer internally and drive CX‑led innovation initiatives that impact activation, conversion, and retention.
• Lead the implementation of AI and automation in CX workflows to boost efficiency, personalization, and scalability.
• Introduce and manage intelligent tooling for chatbots, ticket triage, sentiment analysis, and proactive support.
• Measure and improve CX KPIs (CSAT, NPS, first response time, resolution time) using data and AI insights.
• Set up real‑time dashboards and reporting to monitor operational efficiency and customer sentiment.
• Use data‑driven insights to identify churn risks, drive product feedback loops, and inform feature prioritization.
• Maintain high performance across all key CX metrics with continuous iteration and optimization.
• Oversee all engagement channels: Helpdesk, Telegram, Discord, LinkedIn, and other owned platforms.
• Design strategies proactive customer communication in public and private channels in cooperation with Marketing department.
• Ensure high responsiveness, alignment with brand tone, and moderation excellence across all platforms.
• Lead a distributed CX team, optimizing team structure across time zones for 24/7 support and productivity.
• Design work schedules, motivation frameworks, and role specializations to improve and output.
• Build a performance‑driven, empathetic, and fast‑learning CX culture.
• Manage the CX department budget, ensuring efficient use of resources across headcount, tools, and programs.
• Collaborate with Product, Marketing, BizDev, and Engineering to deliver timely updates on features, campaigns, issues, and pricing changes.
• Build strong feedback channels between CX and internal teams to deliver actionable customer insights.
  Drive alignment on customer onboarding, education, and lifecycle communication strategies.

Requirements

• 5+ years in Customer Experience, Customer Support, or Success roles — including 3+ years leading distributed CX teams.
• Strong background in the crypto, trading, or fintech industries.
• Strong leadership, communication, and analytical skills — comfortable with reporting and KPI management.
• Deep familiarity with omnichannel CX tools (Zendesk, Intercom, Discord, Telegram, CRM platforms).
• Experience collaborating closely with Product, Marketing, and Engineering teams.
• Demonstrated ability to scale CX operations, improve satisfaction scores, and reduce churn.
• Fluent English; additional languages are a plus.

Preferred Qualifications

• Background in AI‑powered CX tools, chatbots, or predictive support systems.
• Familiarity with community management and brand reputation in online public channels.
• Previous experience scaling remote support teams and optimizing SLAs across geographies.

Why Join 3Commas.io?

🔧 Impact at Scale
Drive product innovation for a platform used by millions of traders and developers worldwide.
🧭 Strategic Influence
Shape the product roadmap and user experience alongside executive leadership.
🧠 Culture of Growth
Join a passionate, talented team where ideas are valued, and careers are accelerated.
🌍 Global & Remote
Work flexibly from Barcelona, Tallinn, Cyprus — or remotely, in sync with our distributed product and tech teams.
Equal Opportunity Statement
3Commas.io is proud to be an equal opportunity employer. We believe diversity fuels innovation and welcomes applications from individuals of all backgrounds, identities, and experiences — regardless of race, gender, age, religion, disability, or sexual orientation.