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? Impact at ScaleDrive product innovation for a platform used by millions of traders and developers worldwide.