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Bybit - [EU] Customer Excellence Lead, EU

Remote - Europe2d ago

Remote Staff EMEA Banking Cryptocurrency Customer Support Lead Performance Management Product Marketing Learning & Development Reporting Workforce Planning NPS CSAT Customer Retention Stakeholder Management

Requirements

• 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. • 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. • Business Administration, Management, • Finance • , Communications or a related field • Why Join UsAt Bybit, we are committed to fostering a supportive and enriching work environment. Our benefits include:- Study Growth Fund: We support your professional development and continuous learning.- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.- 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.- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.

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.

Benefits

• At Bybit, we are committed to fostering a supportive and enriching work environment. • Study Growth Fund: We support your professional development and continuous learning. • Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation. • 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. • Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.