About the company
3Commas is a complete crypto-asset management platform offering a unified access point and interface with the worldsā major crypto exchanges. Fully automated trade execution and portfolio management, supported by continuously evolving strategies, algorithms and risk management solutions.
Job Summary
Key Responsibilities
šDefine and own the end-to-end customer experience strategy, aligning with company objectives and growth goals. šDrive customer-first culture across all departments and embed CX as a key driver of product and business decisions. šChampion the voice of the customer internally and drive CX-led innovation initiatives that impact activation, conversion, and retention. šLead the implementation of AI and automation in CX workflows to boost efficiency, personalization, and scalability. šIntroduce and manage intelligent tooling for chatbots, ticket triage, sentiment analysis, and proactive support. šMeasure and improve CX KPIs (CSAT, NPS, first response time, resolution time) using data and AI insights. šSet up real-time dashboards and reporting to monitor operational efficiency and customer sentiment.
Requirements
š5+ years in Customer Experience, Customer Support, or Success roles ā including 3+ years leading distributed CX teams. šStrong background in the crypto, trading, or fintech industries. šStrong leadership, communication, and analytical skills ā comfortable with reporting and KPI management. šDeep familiarity with omnichannel CX tools (Zendesk, Intercom, Discord, Telegram, CRM platforms). šExperience collaborating closely with Product, Marketing, and Engineering teams. šDemonstrated ability to scale CX operations, improve satisfaction scores, and reduce churn. šFluent English; additional languages are a plus.
The crypto industry is evolving rapidly, offering new opportunities in blockchain, web3, and remote crypto roles ā donāt miss your chance to be part of it.
