[EU] Customer Excellence Lead, EU

Role overview Lead customer experience strategy and service operations across European markets for a regulated digital financial services business. The remit spans support delivery, complaint handling, service quality, CRM communications, incident updates, and regulatory alignment, with a focus on dependable service that can scale across customer groups and channels.

Responsibilities - Set the European customer service strategy, operating standards, procedures, KPIs, and performance framework. - Oversee support across markets, channels, and retail, active-trader, VIP, and institutional customer segments. - Own CRM and user notification plans across email, in-app messages, push notifications, and banners. - Coordinate clear, timely customer communications during maintenance, product changes, interruptions, and other incidents. - Improve service quality, satisfaction, response times, first-contact resolution, automation, and self-service using customer feedback and analytics. - Lead internal teams and service providers, including workforce planning, objectives, and accountability. - Partner with product, technology, operations, and compliance teams to improve journeys and meet European customer protection, complaint-handling, and privacy requirements.

Requirements - 10+ years of relevant customer service, operations, or experience work, including substantial leadership in financial services, fintech, crypto, banking, or brokerage. - Track record leading large, multi-market support operations and international teams. - Strong knowledge of digital assets, trading, payments, and financial services customer journeys. - Experience with complaints, escalations, service quality, CRM systems, automation, AI, and omnichannel support. - Analytical and commercial approach to measures such as CSAT, NPS, SLAs, response and resolution times, and efficiency. - Experience with outsourced providers, workforce planning, and multilingual operations. - Understanding of European markets and regulated financial services, with strong communication and stakeholder skills. - Fluent English; a relevant bachelor's or master's degree, or equivalent experience.

Nice to have - Additional European languages; Chinese is also mentioned as an advantage.

Benefits and work setup Listed benefits include a professional development fund, internal learning and team events, international collaboration, career development, and internal mobility.