Customer Excellence Lead (Fully Remote)

Bybit; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

Bybit Europe is seeking a senior leader to direct the European customer experience strategy, CRM-driven communication, and support operations.

You will collaborate with Product, Technology, Compliance, and global teams to deliver seamless customer experiences across multiple markets, channels, and regions.

You will define service standards, KPIs, and scalable processes to elevate customer satisfaction as Bybit expands across Europe.

Qualifications

• 10+ years in customer service leadership in financial services or crypto.
• Experience managing multi-market operations across Europe or globally.
• Strong track record in CRM, AI, automation, and omnichannel support solutions.

Responsibilities

• Define and execute service strategy, standards, and KPIs across European markets and channels.
• Own CRM, incident communications, and user alerts; manage escalations and service quality.
• Partner with Product, Technology, Compliance, and global teams to deliver seamless customer experiences.

Skills

CRM leadership

CRM systems

AI & automation

Omnichannel support

Stakeholder leadership

Job description

• Direct the European customer experience strategy, CRM-driven communication, and support operations for Bybit EU.
• Partner with Product, Technology, Compliance, and global teams to deliver seamless customer experiences.

Key Responsibilities:

• Define and execute service strategy, standards, and KPIs across European markets and channels.
• Own CRM, incident communications, and user alerts; manage escalations, complaints, and service quality.

What We're Looking For:

• 10+ years in customer service leadership in financial services or crypto, with multi-market experience.
• Strong skills in CRM, AI, automation, and omnichannel support solutions.

Bybit

Bybit is a leading cryptocurrency exchange and digital financial platform serving over 80 million users across 200+ countries and regions. The company fosters a high-performance, fast-moving culture with a global team of ambitious builders and innovators.