Head of Customer Experience

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Commas.io is a leading developer of cryptocurrency trading software, building the leading automation platform for crypto trading—turning complex markets into simple yet powerful algorithmic strategies. Our AI-driven bots (DCA, Grid, Signal), deep integrations with Trading View, and a robust API enable traders to automate and optimize across 15+ major exchanges, including Binance, Coinbase, OKX, and Bybit. We serve a global community of individual and institutional traders and developers who rely on our security-first, reliable, and battle-tested infrastructure to run strategies 24/7.

Join us to build tools that power real trading volume, tackle hard product and engineering problems at scale, and make pro-level trading accessible to everyone.

Role Overview
As Head of Customer Experience (CX) , you will influence our customer experience strategy across the entire lifecycle — from acquisition and onboarding to support, retention, and community engagement. Your mission is to deliver a world-class, AI-enhanced CX function that drives satisfaction, loyalty, and growth across our global user base.
This role is perfect for a hands‑on CX leader who thrives in fast‑paced environments, understands the power of automation and AI, and knows how to scale support, feedback loops, and engagement in a remote‑first, crypto‑native context.

• Define and own the end‑to‑end customer experience strategy, aligning with company objectives and growth goals.
• Drive customer‑first culture across all departments and embed CX as a key driver of product and business decisions.
• Champion the voice of the customer internally and drive CX‑led innovation initiatives that impact activation, conversion, and retention.
• Lead the implementation of AI and automation in CX workflows to boost efficiency, personalization, and scalability.
• Introduce and manage intelligent tooling for chatbots, ticket triage, sentiment analysis, and proactive support.
• Measure and improve CX KPIs (CSAT, NPS, first response time, resolution time) using data and AI insights.
• Set up real‑time dashboards and reporting to monitor operational efficiency and customer sentiment.
• Use data‑driven insights to identify churn risks, drive product feedback loops, and inform feature prioritization.
• Maintain high performance across all key CX metrics with continuous iteration and optimization.
• Oversee all engagement channels:
  Helpdesk, Telegram, Discord, Linked In, and other owned platforms.
• Design strategies proactive customer communication in public and private channels in cooperation with Marketing department.
• Ensure high responsiveness, alignment with brand tone, and moderation excellence across all platforms.
• Lead a distributed CX team, optimizing team structure across time zones for 24/7 support and productivity.
• Design work schedules, motivation frameworks, and role specializations to improve and output.
• Build a performance‑driven, empathetic, and fast‑learning CX culture.
• Manage the CX department budget, ensuring efficient use of resources across headcount, tools, and programs.
• Collaborate with Product, Marketing, Biz Dev, and Engineering to deliver timely updates on features, campaigns, issues, and pricing changes.
• Build strong feedback channels between CX and internal teams to deliver actionable customer insights.
  Drive alignment on customer onboarding, education, and lifecycle communication strategies.

• 5+ years in Customer Experience, Customer Support, or Success roles — including 3+ years leading distributed CX teams.
• Strong background in the crypto, trading, or fintech industries.
• Strong leadership, communication, and analytical skills — comfortable with reporting and KPI management.
• Deep familiarity with omnichannel CX tools (Zendesk, Intercom, Discord, Telegram, CRM platforms).
• Experience collaborating closely with Product, Marketing, and Engineering teams.
• Demonstrated ability to scale CX operations, improve satisfaction scores, and reduce churn.
• Fluent English; additional languages are a plus.

Preferred Qualifications

• Background in AI‑powered CX tools, chatbots, or predictive support systems.
• Familiarity with community management and brand reputation in…