Global Director of Customer Service

Coin Factory AG; United Kingdom; Remote; GBP 80,000 - 120,000; Full time

Job summary

A leading cryptocurrency company is seeking a Director of Customer Service to establish a global support strategy. This role involves leading a multilingual team to enhance customer satisfaction and ensure compliance with global crypto regulations. Ideal candidates should have extensive experience in customer service leadership, particularly within the crypto or fintech sector. This full-time position can be remote or based in Zug, Switzerland.

Benefits

Competitive package (Base, bonuses, equity options)

Flexible remote work

Health coverage

Professional development support

Qualifications

• 7+ years of customer service leadership experience.
• Experience in cryptocurrency, blockchain, or fintech.
• Proven track record of achieving high customer satisfaction scores.

Responsibilities

• Develop and execute a global customer service strategy.
• Build and manage a multilingual service team.
• Implement scalable support processes and tools.
• Analyze customer feedback to drive continuous improvement.

Skills

Leadership

Communication

Problem-solving

Multilingual support

Customer satisfaction focus

Education

Bachelor's degree in Business or related field

Tools

Zendesk

Salesforce Service Cloud

Discord

Job description

About Coin Factory
Coin Factory, headquartered in Switzerland, is a global leader in cryptocurrency and blockchain innovation, specializing in asset tokenization, decentralized finance, and gamification-as-a-service (GMaaS). Managing over $5B of digital assets, we empower startups, enterprises, and investors through tokens like MGC (Meta Games Coin), RZUSD, RealEstate, and products like CoinLoan, CoinMiner, and RankingGame. We're seeking a Global Director of Customer Service to deliver world-class support and enhance customer experiences worldwide.

Role Overview
Reporting to Chief Product Officer, the Global Director of Customer Service will lead Coin Factory's global customer service strategy, ensuring exceptional support for our diverse client base, including crypto enthusiasts, gamers, and institutional investors. You'll build and manage a high-performing, multilingual service team to support our token portfolio and products, driving customer satisfaction and loyalty in a fast-paced crypto environment.

About Coin Factory
Coin Factory, headquartered in Switzerland, is a global leader in cryptocurrency and blockchain innovation, specializing in asset tokenization, decentralized finance, and gamification-as-a-service (GMaaS). Managing over $5B of digital assets, we empower startups, enterprises, and investors through tokens like MGC (Meta Games Coin), RZUSD, RealEstate, and products like CoinLoan, CoinMiner, and RankingGame. We're seeking a Global Director of Customer Service to deliver world-class support and enhance customer experiences worldwide.

Role Overview
Reporting to Chief Product Officer, the Global Director of Customer Service will lead Coin Factory's global customer service strategy, ensuring exceptional support for our diverse client base, including crypto enthusiasts, gamers, and institutional investors. You'll build and manage a high-performing, multilingual service team to support our token portfolio and products, driving customer satisfaction and loyalty in a fast-paced crypto environment.

Requirements

Responsibilities

• Develop and execute a global customer service strategy to support users of Coin Factory's tokens (e.g., MGC, RZUSD) and products like GMaaS and CoinLoan.

• Build and lead a distributed, multilingual customer service team to provide 24/7 support via email, chat, and community platforms (e.g., Discord, Telegram).

• Implement scalable support processes and tools (e.g., Zendesk, Intercom) to handle inquiries related to token transactions, gaming integrations, and DeFi services.

• Collaborate with product and marketing teams to align support with user needs and brand messaging.

• Analyze customer feedback and service metrics to drive continuous improvement in user experience.

• Ensure compliance with global crypto regulations, including KYC/AML, in customer interactions.

• Foster a customer-centric culture, training teams to handle complex blockchain and gaming-related queries.

Qualifications

• 7+ years of customer service leadership experience, with 2+ years in cryptocurrency, blockchain, or fintech.

• Proven track record of building global support teams that achieve 90%+ customer satisfaction scores.

• Expertise in customer service platforms (e.g., Zendesk, Salesforce Service Cloud) and community management tools (e.g., Discord).

• Strong understanding of crypto markets, tokenomics, and blockchain gaming ecosystems (e.g., play-to-earn).

• Experience managing multilingual teams in high-growth, tech-driven environments.

• Exceptional leadership, communication, and problem-solving skills.

• Bachelor's degree in Business, Communications, or related field; advanced degree or relevant certifications preferred.
  
  

Benefits

Why Join Us?

• Competitive package (Base, bonuses, equity options).

• Lead customer experience for a leading crypto and blockchain innovator.

• Flexible remote work or join our dynamic team in Zug, Switzerland.

• Collaborate with a global, passionate team revolutionizing finance and gaming.

• Comprehensive benefits, including health coverage and professional development support.
  

How to Apply
Click "Apply Now" on LinkedIn and submit your resume, LinkedIn profile, and a cover letter detailing your experience in customer service leadership and passion for Coin Factory's mission. We're excited to meet leaders dedicated to delivering exceptional crypto support!

Coin Factory is an equal opportunity employer. We value diversity and are committed to fostering an inclusive workplace.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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