Head of Customer Experience (CX) - USA

Telegram Open Network; Italia; Remoto; EUR 80.000 - 120.000; Tempo pieno

Descrizione del lavoro

A leading blockchain organization is seeking a strategic Head of Customer Experience (CX) to define and operationalize a customer-centric vision. The role involves overseeing CX strategy, ensuring user feedback informs product development, and driving multi-channel experience design. With over 10 years of leadership in high-growth environments, the ideal candidate will shape a unified experience for users as the ecosystem scales to 500 million.

Competenze

• 10+ years of progressive leadership in Customer Experience, Support, or Success in tech environments.
• Experience scaling CX functions in complex ecosystems.
• Expertise in omni-channel support infrastructure and modern tooling.

Mansioni

• Define and execute CX vision aligned with network growth.
• Serve as the primary advocate for users across the ecosystem.
• Oversee design and optimization of customer journeys.

Conoscenze

Customer-centric automation

Service design

Operational excellence

Analytical mindset

Strong communication skills

Descrizione del lavoro

What we're looking for

TON Foundation is seeking a strategic and execution-oriented Head of Customer Experience (CX) to define, operationalize, and scale the end-to-end CX vision across its rapidly growing blockchain ecosystem. This leader will oversee CX strategy, automation, support, content intelligence, and customer success—building a unified, intelligent, and human-centered experience for users, developers, and partners as we scale toward 500 million users.

Responsibilities

• Set and Drive CX Strategy: Define and execute TON’s global CX vision, aligned with network growth and user trust goals. Build the roadmap to scale support and engagement as the ecosystem expands.
• Voice of the Customer: Serve as the primary advocate for users, projects, and developers across the TON ecosystem. Ensure user feedback and sentiment directly inform product development, ecosystem decisions, and experience design.
• Leadership & Org Design: Lead and align cross-functional CX teams including Support, CX Automation & AI, Content Intelligence, and Customer Success. Mentor leaders, foster collaboration, and shape the operating model.
• Customer Journey Ownership: Oversee the design and optimization of customer journeys across all personas—developers, partners, validators, and retail users. Ensure onboarding, activation, and adoption are seamless, measurable, and aligned with growth milestones.
• CX Intelligence & Insights: Build infrastructure to capture and analyze CX signals across channels—ensuring the voice of the user shapes product, marketing, and ecosystem priorities.
• Scalable Infrastructure: Guide the development of AI-first, automation-ready systems, structured content, and unified workflows to deliver proactive, cost-effective service.
• Multi-Channel Strategy: Oversee experience design across web, Telegram, X, GitHub, and developer touchpoints—ensuring consistency, speed, and usability across entry points.
• Cross-Functional Partnership: Collaborate with Product, Engineering, Marketing, and Ecosystem teams to drive a customer-centric culture and embed CX into all phases of the user lifecycle.
• Crisis & Risk Management: Establish escalation protocols and customer trust initiatives to mitigate fraud, scams, and high-risk scenarios.
• Reporting & Outcomes: Define KPIs and lead regular reporting to executive stakeholders. Demonstrate the business impact of CX and refine strategy based on insights.

Qualifications

• 10+ years of progressive leadership in Customer Experience, Support, or Success—ideally in high-growth, tech-driven environments. Proven experience scaling CX functions in complex ecosystems or platform-based businesses
• Expertise in customer-centric automation, service design, or operational excellence
• Strong cross-functional influence and communication skills, including experience working with product, engineering, and executive leadership
• Experience with omni-channel support infrastructure and modern tooling (e.g., AI chat, self-service, knowledge systems)
• Analytical mindset with experience in metrics, dashboards, and continuous improvement
• Familiarity with blockchain or Web3 ecosystems is a plus