[EU] Customer Excellence Lead, EU

<div class="content-intro"><p><strong>About Us</strong></p> <div data-page-id="HladdPLXIoNz4nxkqkCuk4rAs8v" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-XCikdRR2xoZIjdxtCKcuOflrs8d">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. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance.</div> <div class="ace-line ace-line old-record-id-IF06dI0MPoBwYfxbZ4zui13HsoC">&nbsp;</div> <div class="ace-line ace-line old-record-id-X5EbdOwvMoYuOmxQBbuueUEDsDd">Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.</div> <div class="ace-line ace-line old-record-id-LtVud2dO7oglqJxxZoOucqjJsPc">&nbsp;</div> <div class="ace-line ace-line old-record-id-RMHkdm4bPo66l3xMVO8ui1o8sle">Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.</div> </div></div><p>&nbsp;</p> <div data-page-id="KCvAdlCM0oFYU6xXAlKuFlxBsXg" data-lark-html-role="root" data-docx-has-block-data="false"> <div class="ace-line ace-line old-record-id-ZjlZdJdI1oT0umxEXzpunEF6sOg">About Us</div> <div class="ace-line ace-line old-record-id-C0AIdoKuioGnIlxyGejudBG6sdg">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.</div> <div class="ace-line ace-line old-record-id-DIMmdoAuBoysXNxT4KkugRbWsTf">Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services and Web3.</div> <div class="ace-line ace-line old-record-id-DwNgdI0UKosk0BxQ3ZOug4jIsYe">Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at global scale.</div> <div class="ace-line ace-line old-record-id-Y5W9dlkyrom1cpxzKzhugTAxsnf">Bybit EU is headquartered in Vienna and is building the next generation of regulated digital asset services for customers across the European Economic Area.</div> <h2 class="heading-2 ace-line old-record-id-RJytd8ygxoZ5uMxmFTZu7S07sfb">About the Role</h2> <div class="ace-line ace-line old-record-id-CALwdtTM4oMqGcx5fZbuxqEHsGd">Bybit EU is looking for a <strong>Customer Excellence Lead</strong> to direct our European customer experience strategy, CRM-driven communication, and support operations across our regulated digital asset and financial services businesses.</div> <div class="ace-line ace-line old-record-id-CoK1dRFHBoiDOIxyGGtu3iW8soh">This senior leadership role covers <strong>customer support, service delivery, complaint management, customer experience, operational performance and service optimisation</strong>, with a strong focus on customer satisfaction, scalability, efficiency and regulatory compliance.</div> <div class="ace-line ace-line old-record-id-RejxdP3EFovFEWx4YQwuRoxGsDf">Reporting directly to the <strong>Chief </strong><strong> Business </strong><strong>Operati</strong><strong>ons </strong><strong>Officer EU</strong>, you will 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.</div> <h2 class="heading-2 ace-line old-record-id-BLmJdafOfoFU51xrM1Tuy9Dysbc">Key Responsibilities</h2> <h3 class="heading-3 ace-line old-record-id-PGc7df0pHoZoTzxMLr5uznpAsVe">Customer Service Strategy &amp; Operations</h3> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-IJE9dGJ6goMk6GxLGwjuk3Aisvd" data-list="bullet"> <div>Define and execute the European customer service strategy aligned with business objectives and customer expectations.</div> </li> <li class="ace-line ace-line old-record-id-GFBpduY4Yo5G0Dx8U6lujArqsPg" data-list="bullet"> <div>Oversee customer support operations across European markets, channels and customer segments.</div> </li> <li class="ace-line ace-line old-record-id-PuITddFTxoKyDyxI8hVu7qr0sbh" data-list="bullet"> <div>Establish service standards, operating procedures, KPIs and performance management frameworks.</div> </li> <li class="ace-line ace-line old-record-id-Ue8kdX7tWoGF3SxlesLuVZoCsbf" data-list="bullet"> <div>Drive operational efficiency, scalability and continuous improvement across customer service functions.</div> </li> </ul> <h3 class="heading-3 ace-line old-record-id-ShNIdCbL0oZHqFxOmhOuswPCslf">CRM, Incident &amp; Platform Communications</h3> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-Dwi3dRpDsoMM9txI94WuGxOWsAh" data-list="bullet"> <div>Own the operational CRM and notification strategy for European users across email, in-app messaging, push notifications, and system banners.</div> </li> <li class="ace-line ace-line old-record-id-WWGGdlQMyoXiGSxZZNeuTiWRshc" data-list="bullet"> <div>Serve as the accountable owner for critical user alerts, managing end-to-end incident communications during platform changes, planned maintenance, service interruptions, and downtime.</div> </li> <li class="ace-line ace-line old-record-id-HyKLd9TRBotrf3xFsi8uBcsvsDN" data-list="bullet"> <div>Partner with Product, Operations, and Marketing to draft and distribute clear, timely product updates, compliance notices, and general news.</div> </li> <li class="ace-line ace-line old-record-id-Hf7LdGFoLosuFfxMxYMuO8Z1sZd" data-list="bullet"> <div>Maintain standardized templates and rapid-response incident runbooks to keep users transparently informed during critical events.</div> </li> </ul> <h3 class="heading-3 ace-line old-record-id-YY5odS0BaoUnzaxFCBmuepOPs3c">Customer Experience &amp; Service Quality</h3> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-PBR7dJi9RobhkHxJ6dfucAlzsGc" data-list="bullet"> <div>Deliver high-quality customer support across retail, active trader, VIP and institutional customer segments.</div> </li> <li class="ace-line ace-line old-record-id-ALlddB6Deo9G4DxIjjwuV83DsUp" data-list="bullet"> <div>Own customer satisfaction, service quality, response times and first-contact resolution performance.</div> </li> <li class="ace-line ace-line old-record-id-B6NZdFDwUopI6exVky6uPZuss4b" data-list="bullet"> <div>Identify customer pain points and drive improvements across the end-to-end customer journey.</div> </li> <li class="ace-line ace-line old-record-id-KidYd1HreougzExndV0uudhisBV" data-list="bullet"> <div>Develop consistent and effective customer communication and service standards across European markets.</div> </li> </ul> <h3 class="heading-3 ace-line old-record-id-T72HdTE7PoidybxNu42uEokjs7T">Complaint Management &amp; Escalations</h3> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-WSP6dlnOOo407XxLU57uEh1zsMg" data-list="bullet"> <div>Oversee customer complaint handling, escalations and dispute resolution in accordance with applicable regulatory requirements.</div> </li> <li class="ace-line ace-line old-record-id-GoQDdxDsloSLLix0ZOQuP8a0sRg" data-list="bullet"> <div>Ensure effective processes for managing complex, sensitive and high-priority customer cases.</div> </li> <li class="ace-line ace-line old-record-id-YukPdjsYxoD4jfxcbyEulALIskg" data-list="bullet"> <div>Partner with Compliance, Legal and Risk teams to address customer protection and regulatory concerns.</div> </li> <li class="ace-line ace-line old-record-id-ZejadV0PmogSDQxXMbRuGJ60seg" data-list="bullet"> <div>Analyse complaint trends and implement corrective actions to address recurring issues.</div> </li> </ul> <h3 class="heading-3 ace-line old-record-id-I6qyd9XKIogUzfxkGEbuIFcBsze">Service Channels &amp; Customer Support</h3> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-RzeadrwYJoivhhxyQ9OuEuVBsEb" data-list="bullet"> <div>Manage customer service delivery across live chat, email, telephone and other relevant support channels.</div> </li> <li class="ace-line ace-line old-record-id-SXQOdMlgzo25q2xXYPVunSjVsNc" data-list="bullet"> <div>Develop effective support models for onboarding, KYC, deposits, withdrawals, trading and account-related enquiries.</div> </li> <li class="ace-line ace-line old-record-id-PwGsd3BtGojKiYxfpwsuZFJoseh" data-list="bullet"> <div>Ensure appropriate service coverage, workforce planning and multilingual support capabilities across European markets.</div> </li> <li class="ace-line ace-line old-record-id-NhucdQ1Iaoj3textuuFupjrlsRb" data-list="bullet"> <div>Oversee service delivery performance of internal teams and outsourced customer support providers.</div> </li> </ul> <h3 class="heading-3 ace-line old-record-id-S4epdkY0roj1ZQxGqJ9uI1WZsZd">Technology, Automation &amp; Performance</h3> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-EKURdFBxZovnwtxAEc5uIHNvs0g" data-list="bullet"> <div>Drive the adoption of customer service technologies, AI, automation and self-service solutions.</div> </li> <li class="ace-line ace-line old-record-id-A71nd0l8yozwjWxLg31uKj4vstf" data-list="bullet"> <div>Own customer service analytics, reporting and performance dashboards.</div> </li> <li class="ace-line ace-line old-record-id-OvE6dSFxhoqNUbxwFKBuwVccsDb" data-list="bullet"> <div>Use customer insights, data and feedback to improve service quality, productivity and customer retention.</div> </li> <li class="ace-line ace-line old-record-id-SrxadR7Mcojgp7xmhDfu5wDIs94" data-list="bullet"> <div>Partner with Product and Technology teams to improve support platforms, workflows and customer journeys.</div> </li> </ul> <h3 class="heading-3 ace-line old-record-id-D0Q9dEnsPoD2vdx0OscuFyTNs8b">Leadership &amp; Compliance</h3> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-Os8KdrWlTopvh5xzuKdunpLhsX3" data-list="bullet"> <div>Build and lead a high-performing European customer service function.</div> </li> <li class="ace-line ace-line old-record-id-ABDZdfV84orN8MxzTOHuatYQsZ2" data-list="bullet"> <div>Set clear objectives, KPIs and accountability across internal teams and external service providers.</div> </li> <li class="ace-line ace-line old-record-id-Wnu9dMp8aopHk5xVshluKkHzsac" data-list="bullet"> <div>Ensure customer service operations meet applicable European regulatory requirements, including customer protection, complaint handling and data privacy.</div> </li> <li class="ace-line ace-line old-record-id-UvNwdcqRGomL1px5VhputRaEsnd" data-list="bullet"> <div>Work closely with global and local stakeholders to align service standards while addressing European regulatory and customer needs.</div> </li> </ul> <h2 class="heading-2 ace-line old-record-id-BovHdHRguoxj6gxJgD6uzc7Usgc">What We're Looking For</h2> <ul class="list-bullet1"> <li class="ace-line ace-line old-record-id-ErbUdCzFBoGPegxUdtrudVxHswb" data-list="bullet"> <div><strong>10+ years of relevant experience</strong> in customer service, customer operations or customer experience, including significant leadership experience in crypto, fintech, banking, brokerage or financial services.</div> </li> <li class="ace-line ace-line old-record-id-B56NdWzmCoc3UNx49yaurDFls0R" data-list="bullet"> <div>Proven experience leading large-scale, multi-market customer service operations and high-performing international teams.</div> </li> <li class="ace-line ace-line old-record-id-Wk1kdtf3voAJWTx6wUbuULhfsSc" data-list="bullet"> <div>Strong understanding of crypto trading, digital assets, payments and financial services customer journeys.</div> </li> <li class="ace-line ace-line old-record-id-IUV0dUdosoSnxUx6rLPuZZjIsnf" data-list="bullet"> <div>Demonstrated experience managing customer support operations, complaint handling, escalations and service quality.</div> </li> <li class="ace-line ace-line old-record-id-VAYZdmN2aowwXdxibIWu656SsAf" data-list="bullet"> <div>Strong experience with customer service platforms, CRM systems, AI, automation and omnichannel support solutions.</div> </li> <li class="ace-line ace-line old-record-id-GLRWdGCvUoZAUdxsYjBu0tqnsfZ" data-list="bullet"> <div>Commercial and analytical mindset with experience managing CSAT, NPS, SLAs, response times, resolution rates and operational efficiency metrics.</div> </li> <li class="ace-line ace-line old-record-id-YE6jdHoP7opZuwxlrCVuXFTwsOe" data-list="bullet"> <div>Experience managing outsourced service providers, workforce planning and multilingual customer support operations.</div> </li> <li class="ace-line ace-line old-record-id-IdXxdWTa5oNTBixHLk4uVcYisfg" data-list="bullet"> <div>Strong understanding of European markets, customer protection requirements and regulated financial services environments.</div> </li> <li class="ace-line ace-line old-record-id-QE4yd5eMeog6EExGWw1uGxH8sWb" data-list="bullet"> <div>Proven ability to drive operational transformation, customer experience improvements and scalable service delivery.</div> </li> <li class="ace-line ace-line old-record-id-QTivdB3PAoFeG0xVIFRu55SAsdg" data-list="bullet"> <div>Excellent communication, leadership and stakeholder management skills.</div> </li> <li class="ace-line ace-line old-record-id-LhuhdWjU5oBpLTx68btuTeS9sch" data-list="bullet"> <div>Fluent English; additional European languages are an advantage; Chinese nice to have.</div> </li> <li class="ace-line ace-line old-record-id-YEdqdGdrjoK4pSxlvq5umTnvsje" data-list="bullet"> <div>Bachelor's or Master's degree in <strong>Business Administration, Management, </strong><strong>Finance</strong><strong>, Communications or a related field</strong>; equivalent relevant professional experience will also be considered.</div> </li> </ul> </div><div class="content-conclusion"><p><strong>Why Join Us</strong><br>At Bybit, we are committed to fostering a supportive and enriching work environment.&nbsp;<br>Our benefits include:<br>- Study Growth Fund: We support your professional development and continuous learning.<br>- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.<br>- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.<br>- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.<br>- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.</p></div>