Head of Customer Experience, 3Commas
Crypto-asset management platform
Be an early applicant
Crypto-asset management platform
101-200 employees
Be an early applicant
101-200 employees
Company mission
To revolutionize how people invest and trade.
Role
Who you are
- 5+ years in customer experience, customer success, or related field, with 2+ years in leadership roles
- Experience in crypto is a must
- Strong leadership, communication, and data analysis skills; expertise in CX tools and platforms
- Ability to leverage customer insights to drive strategy
- Experience working closely with product, marketing, engineering and business development teams
- Proven track record in resolving customer issues and improving customer satisfaction
- Experience managing budgets and optimizing resource allocation
- Bachelor’s degree in Business, Marketing, or related field (Master’s preferred)
What the job involves
- Strategic Leadership: Align customer experience strategy with company goals. Collaborate across departments to integrate feedback into broader business strategies
- Customer Experience Optimization: Design initiatives to improve the customer journey, enhance satisfaction, and boost retention and NPS
- Data-Driven Insights: Oversee the collection and analysis of customer data to inform business decisions and improve products/services
- Team Leadership: Lead and mentor the CX team, ensuring high performance and continuous growth. Handle recruitment and training
- Customer Support Management: Supervise customer support, ensuring quick resolution of issues and escalation processes
- Cross-Department Collaboration: Work with Product, Marketing, and BizDev teams to incorporate customer feedback and optimize onboarding and upselling strategies
- Budget and Financial Management: Manage CX department budget and track financial impact, focusing on reducing churn and increasing customer lifetime value
- Reporting and Communication: Provide CX performance reports to leadership, communicate strategies company-wide, and stay informed on industry trends
Our take
Crypto trading can be a labour intensive and time consuming process, so 3Commas sets out to solve this problem with its automatic crypto trading platform. The platform allows users to trade continuously and automatically using trading "bots". Its centralised approach is designed to help users to stabilise their crypto earnings, with bots operating across exchange platforms like Binance and Coinbase.
Boasting over 220,000 users, the popularity of the platform is testament to the growing demand for faster and more accessible crypto trading solutions. In 2022, 3Commas faced concerns over the security of its platform, with some claims even going so far as to say staff were leaking API keys. With these reports, it will be paramount that the company focusses on trust among its large user base if it is to sustain the considerable growth it has enjoyed thus far.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (2 rounds)
Sep 2022
$37m
SERIES B
Nov 2020
$3m
SERIES A
Total funding: $40m
Company benefits
- Flexible schedule
- In-house lessons for your crypto-trading skills
Company HQ
Sadama, Tallinn, Harju County
Articles
Leadership
Yuri Sorokin
(CEO)Previously served as Co-founder and Chief Operating Officer of Smile Research. Also co-founded Decommas.io.
Salary benchmarks
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