[EU] Customer Excellence Lead, EU

About the Role

Key Responsibilities

Customer Service Strategy & Operations

• 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, operating procedures, KPIs and performance management frameworks.
• Drive operational efficiency, scalability and continuous improvement across customer service functions.

CRM, Incident & Platform Communications

• Own the operational CRM and notification strategy for European users across email, in-app messaging, push notifications, and system banners.
• Serve as the accountable owner for critical user alerts, managing end-to-end incident communications during platform changes, planned maintenance, service interruptions, and downtime.
• Partner with Product, Operations, and Marketing to draft and distribute clear, timely product updates, compliance notices, and general news.
• Maintain standardized templates and rapid-response incident runbooks to keep users transparently informed during critical events.

Customer Experience & Service Quality

• Deliver high-quality customer support across retail, active trader, VIP and institutional customer segments.
• Own customer satisfaction, service quality, response times and first-contact resolution performance.
• Identify customer pain points and drive improvements across the end-to-end customer journey.
• Develop consistent and effective customer communication and service standards across European markets.

Complaint Management & Escalations

• Oversee customer complaint handling, escalations and dispute resolution in accordance with applicable regulatory requirements.
• Ensure effective processes for managing complex, sensitive and high-priority customer cases.
• Partner with Compliance, Legal and Risk teams to address customer protection and regulatory concerns.
• Analyse complaint trends and implement corrective actions to address recurring issues.

Service Channels & Customer Support

• Manage customer service delivery across live chat, email, telephone and other relevant support channels.
• Develop effective support models for onboarding, KYC, deposits, withdrawals, trading and account-related enquiries.
• Ensure appropriate service coverage, workforce planning and multilingual support capabilities across European markets.
• Oversee service delivery performance of internal teams and outsourced customer support providers.

Technology, Automation & Performance

• Drive the adoption of customer service technologies, AI, automation and self-service solutions.
• Own customer service analytics, reporting and performance dashboards.
• Use customer insights, data and feedback to improve service quality, productivity and customer retention.
• Partner with Product and Technology teams to improve support platforms, workflows and customer journeys.

Leadership & Compliance

• Build and lead a high-performing European customer service function.
• Set clear objectives, KPIs and accountability across internal teams and external service providers.
• Ensure customer service operations meet applicable European regulatory requirements, including customer protection, complaint handling and data privacy.
• Work closely with global and local stakeholders to align service standards while addressing European regulatory and customer needs.

What We're Looking For

• 10+ years of relevant experience in customer service, customer operations or customer experience, including significant leadership experience in crypto, fintech, banking, brokerage or financial services.
• Proven experience leading large-scale, multi-market customer service operations and high-performing international teams.
• Strong understanding of crypto trading, digital assets, payments and financial services customer journeys.
• Demonstrated experience managing customer support operations, complaint handling, escalations and service quality.
• Strong experience with customer service platforms, CRM systems, AI, automation and omnichannel support solutions.
• Commercial and analytical mindset with experience managing CSAT, NPS, SLAs, response times, resolution rates and operational efficiency metrics.
• Experience managing outsourced service providers, workforce planning and multilingual customer support operations.
• Strong understanding of European markets, customer protection requirements and regulated financial services environments.
• Proven ability to drive operational transformation, customer experience improvements and scalable service delivery.
• Excellent communication, leadership and stakeholder management skills.
• Fluent English; additional European languages are an advantage; Chinese nice to have.
• Bachelor's or Master's degree in Business Administration, Management, Finance, Communications or a related field; equivalent relevant professional experience will also be considered.