[EU] Customer Excellence Lead, EU
Job description
Senior leadership role directing Bybit EU's European customer experience strategy, CRM-driven communication and customer support operations across regulated digital asset and financial services businesses. Reports to the Chief Business Operations Officer EU.
At a glance
- Work mode
- Remote
- Languages
- English – fluent
What you'll do
- 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
- 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
- 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
- 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
- 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
- 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
- Build and lead a high-performing European customer service function
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
- Bachelor's or Master's degree in Business Administration, Management, Finance, Communications or a related field; equivalent relevant professional experience will also be considered
Nice to have
- Additional European languages are an advantage
- Chinese nice to have
Your team
Customer Service / Customer Excellence (EU)
European customer service function reporting to the Chief Business Operations Officer EU, working with Product, Technology, Compliance, Operations and global Customer Service teams
Benefits
Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation
Internal Mobility: Grow with us - Your long-term development is important to us. We offer internal job opportunities to help build your career path
- Study Growth Fund: We support your professional development and continuous learning
- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world
- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company
Apply
About Bybit
One of the world's leading cryptocurrency exchanges and digital financial platforms
Established in 2018, Bybit is one of the world's leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3. Bybit EU is headquartered in Vienna and is building the next generation of regulated digital asset services for customers across the European Economic Area.
Mission
Shaping the future of finance through technology, collaboration, and bold execution
Key facts
- 2018
- Vienna (Bybit EU)
- Cryptocurrency exchange / digital financial platform
- Serving over 80 million users across more than 200 countries and regions
- Bybit EU is headquartered in Vienna
- Supported by 24/7 multilingual customer service
- Recognized as one of the most trusted and transparent platforms in the digital asset industry
What they value
- We listen, care and improve to create products and experiences that put users first
- User-first mindset
- High-performance and fast-moving environment
- Innovation
- Collaboration
- Bold execution