Head of Customer Experience

November 13

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3Commas.io

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Crypto • eCommerce • Fintech

3Commas. io is a comprehensive cryptocurrency trading platform that offers automated trading bots and smart trading tools designed to enhance user trading strategies across numerous exchanges. Established in 2017, the platform has gained popularity among elite traders, providing services like DCA Bots, Grid Bots, and Signal Bots that enable users to execute and automate complex strategies while minimizing emotional trading decisions. With more than 1. 2 million registered traders and integrations with major exchanges, 3Commas is recognized for its user-friendly interface and advanced financial management features.

51 - 200 employees

₿ Crypto

🛍️ eCommerce

💳 Fintech

💰 $37M Series B on 2022-09

📋 Description

• 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 support and engagement channels: Helpdesk, Telegram, Discord, LinkedIn, and other owned platforms. • Design strategies for 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 morale 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.

🏖️ Benefits

• Impact at Scale • Strategic Influence • Culture of Growth • Global & Remote Work flexibly from Barcelona, Tallinn, Cyprus — or remotely, in sync with our distributed product and tech teams.