[Hiring] Customer Excellence Lead @Bybit

Role Description

Bybit EU is looking for a Customer Excellence Lead to direct our European customer experience strategy, CRM-driven communication, and support operations across our regulated digital asset and financial services businesses. This senior leadership role covers:

• Customer support
• Service delivery
• Complaint management
• Customer experience
• Operational performance
• Service optimisation

With a strong focus on customer satisfaction, scalability, efficiency, and regulatory compliance, you will report directly to the Chief Business Operations Officer EU and 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.

Qualifications

• 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.

Requirements

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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.