[EU] Customer Excellence Lead, EU

As Customer Excellence Lead for Bybit EU, you direct the European customer experience strategy, CRM-driven communication, and support operations across our regulated digital asset and financial services businesses. Reporting to the Chief Business Operations Officer EU, you work closely with Product, Technology, Compliance, Operations and global Customer Service teams to deliver seamless customer experiences and build a high-performing European customer service function.

What you'll do

• Define and execute the European customer service strategy aligned with business objectives and customer expectations, establishing service standards, KPIs and performance management frameworks.
• Oversee customer support operations across European markets, channels and customer segments, driving operational efficiency, scalability and continuous improvement.
• 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, maintenance, service interruptions and downtime.
• Partner with Product, Operations and Marketing to draft and distribute product updates, compliance notices and general news, maintaining standardized templates and incident runbooks.
• Deliver high-quality customer support across retail, active trader, VIP and institutional segments, owning 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 while developing consistent service standards across European markets.
• Oversee customer complaint handling, escalations and dispute resolution in accordance with applicable regulatory requirements, working with Compliance, Legal and Risk teams on 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 support channels, developing 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, overseeing performance of internal teams and outsourced providers.
• Drive adoption of customer service technologies, AI, automation and self-service solutions, owning customer service analytics, reporting and performance dashboards.
• Use customer insights, data and feedback to improve service quality, productivity and customer retention, partnering with Product and Technology to improve support platforms and workflows.
• Build and lead a high-performing European customer service function, setting clear objectives and accountability across internal teams and external providers.
• Ensure customer service operations meet European regulatory requirements including customer protection, complaint handling and data privacy, aligning service standards with European regulatory and customer needs.

What you bring

• 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.
• 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

• Chinese language skills.

What we offer

• Study Growth Fund to support your professional development and continuous learning.
• Regular internal events including team-building activities, workshops and events designed to promote collaboration and innovation.
• Global collaboration as part of a diverse, international team.
• Career advancement opportunities within a rapidly expanding global company.
• Internal mobility and long-term development support through internal job opportunities.

About Bybit

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, headquartered in Vienna, is building the next generation of regulated digital asset services for customers across the European Economic Area.