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Job Title: Head of Customer Experience

 

About the Company:

Our client is a fast-growing fintech company that provides users in multiple countries access to banking services, stablecoin wallets, and debit cards through a mobile app, enabling cross-border financial transactions.

 

Job Description:

Our client is looking for a Head of Customer Experience to lead and scale their CX function across two distinct products. This senior role will have full decision-making authority over the CX operation, including team management, tools, processes, and metrics.

The successful candidate will translate customer experience data into executive-level insights and build systems that allow the team to operate at a higher volume without sacrificing quality.

 

Responsibilities of the role:

• Inherit and lead an existing CX team, clarify role ownership and expectations from day one.

• Organize, handle, and direct internal meetings with the CX team and CX coordinator.

• Design, implement, document, and maintain end-to-end CX processes.

• Handle directly the most complex and sensitive customer situations.

• Evaluate, implement, and oversee CX tooling.

• Design and implement AI-driven automation to handle inbound CX volume.

• Own the Help Center: structure, content strategy, and ongoing accuracy.

• Define CX KPIs and ensure they are actively tracked and reported.

• Identify root causes of recurring customer issues and drive systemic fixes.

• Plan for volume growth and ensure readiness ahead of demand spikes.

 

Required Experience and Qualifications:

• 5 or more years in customer experience or customer support, with at least 3 years in a leadership role.

• Background in fintech, banking, or another regulated environment is strongly preferred.

• Experience working cross-functionally with Compliance or Legal teams.

• Experience managing multilingual or multicultural support teams.

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field.

 

Preferred Skills:

• Proficiency with customer support platforms at an admin level.

• Experience designing or configuring AI-assisted support workflows.

 

Personality:

• Native Spanish speaker with professional written and spoken English.

• Portuguese is a strong plus.

 

Software & Tools:

• Comfortable with data analytics tools.

 

Schedule:

100% remote working.

 

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.