European Customer Excellence Leader

Bybit; United States; A distancia; USD 180.000 - 280.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Study Growth Fund

Internal Events

Global Collaboration

Career Advancement

Internal Mobility

Descripción de la vacante

Bybit EU is seeking a Customer Excellence Lead to direct European customer experience strategy, CRM-driven communications, and support operations across regulated digital asset and financial services businesses.

This senior leader will oversee customer service strategy, service quality, complaint handling, multilingual support, and regulatory compliance, partnering with Product, Compliance and Global CS teams to deliver scalable, compliant service.

Formación

• 10+ years of experience in customer service, operations or experience leadership in crypto/fintech or financial services.
• Proven ability to lead large-scale, multi-market customer service operations and international teams.
• Strong understanding of crypto trading, digital assets, payments and customer journeys.
• Experience with customer service platforms, CRM, AI, automation and omnichannel support.

Responsabilidades

• Define and execute the European customer service strategy aligned with business objectives and customer expectations.
• Oversee customer support operations across European markets, channels and customer segments.
• Establish service standards, procedures, KPIs and performance management frameworks.
• Drive efficiency, scalability and continuous improvement across customer service functions.
• Own the CRM and notification strategy for European users (email, in-app, push, banners).
• Lead incident communications during platform changes, maintenance, outages and incidents.
• Collaborate with Product, Operations and Marketing to deliver product updates and compliance notices.
• Develop consistent customer communication standards across European markets.

Conocimientos

Leadership experience

Crypto / fintech knowledge

Customer service strategy

Stakeholder management

Multilingual support coordination

Educación

Bachelor's or Master's degree in Business Administration, Management, Finance, Communications

Herramientas

CRM systems

AI automation platforms

Multichannel support tools

Descripción del empleo

Bybit EU is seeking a Customer Excellence Lead to direct European customer experience strategy, CRM-driven communications, and support operations across regulated digital asset and financial services businesses.

This senior leader will oversee customer service strategy, service quality, complaint handling, multilingual support, and regulatory compliance, partnering with Product, Compliance and Global CS teams to deliver scalable, compliant service.