Head of Customer Experience

3Commas.io is a leading developer of cryptocurrency trading software, building the leading automation platform for crypto trading—turning complex markets into simple yet powerful algorithmic strategies. Our AI-driven bots (DCA, Grid, Signal), deep integrations with TradingView, and a robust API enable traders to automate and optimize across 15+ major exchanges, including Binance, Coinbase, OKX, and Bybit. We serve a global community of individual and institutional traders and developers who rely on our security-first, reliable, and battle-tested infrastructure to run strategies 24/7. Join us to build tools that power real trading volume, tackle hard product and engineering problems at scale, and make pro-level trading accessible to everyone. Role OverviewAs Head of Customer Experience (CX) at 3Commas.io, you will influence our customer experience strategy across the entire lifecycle — from acquisition and onboarding to support, retention, and community engagement. Your mission is to deliver a world-class, AI-enhanced CX function that drives satisfaction, loyalty, and growth across our global user base.This role is perfect for a hands‑on CX leader who thrives in fast‑paced environments, understands the power of automation and AI, and knows how to scale support, feedback loops, and engagement in a remote‑first, crypto‑native context. Key Responsibilities 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 engagement channels: Helpdesk, Telegram, Discord, LinkedIn, and other owned platforms. Design strategies 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 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. Preferred Qualifications Background in AI‑powered CX tools, chatbots, or predictive support systems. Familiarity with community management and brand reputation in online public channels. Previous experience scaling remote support teams and optimizing SLAs across geographies. Why Join 3Commas.io?