Vice President of Customer Service

Company Introduction

Digi Finex is a leading global cryptocurrency exchange and financial technology platform that enables individuals and institutions to trade, invest, and manage digital assets with trust, efficiency, and innovation. Founded in 2017, Digi Finex has evolved into a robust ecosystem offering spot and derivatives trading, liquidity management, asset custody, and financial infrastructure solutions to millions of users worldwide.

With a strong commitment to security, transparency, and service excellence, Digi Finex provides enterprise-grade platforms supported by advanced blockchain technology, AI-driven analytics, and global compliance frameworks that empower users to participate confidently in the digital financial economy.

As part of its strategic expansion into the Americas, Digi Finex is establishing a regional operations and client experience hub in Los Angeles to strengthen its international service network, enhance customer engagement, and elevate global satisfaction standards. This hub will be central to Digi Finex’s mission to deliver secure, innovative, and user-focused digital financial solutions worldwide.

Digi Finex envisions a future where exceptional customer experience becomes the foundation of trust and growth in the global digital asset ecosystem.

The Vice President of Customer Service (VP of CS) will serve as a senior executive responsible for defining and leading Digi Finex’s global customer service and experience strategy. This leader will oversee client support operations, service quality management, and the design of customer‑centric initiatives that enhance satisfaction, loyalty, and long‑term engagement.

Reporting directly to the CEO and COO, the VP of Customer Service will lead a global organization that ensures every client interaction—across retail, institutional, and partner segments—meets Digi Finex’s standards of excellence, responsiveness, and reliability.

The ideal candidate is a customer experience executive with deep expertise in fintech, blockchain, or global technology platforms, known for transforming service organizations into scalable, data‑driven centers of excellence that drive user retention and brand trust.

Define and execute Digi Finex’s global customer service and client experience strategy in alignment with business growth objectives.

Establish a unified service vision, operational framework, and KPIs for all customer‑facing channels.

Collaborate with executive leadership to align client experience initiatives with product innovation, compliance, and marketing strategies.

Champion a culture of customer‑centric excellence across all regions.

Oversee global customer support operations, ensuring consistent service quality and timely issue resolution.

Implement advanced support systems and automation to enhance responsiveness and operational efficiency.

Develop and enforce service‑level agreements (SLAs), escalation protocols, and performance metrics.

Monitor key service indicators—response time, CSAT, NPS, and retention rates—to drive continuous improvement.

Lead initiatives to improve user satisfaction, retention, and lifetime value across all customer segments.

Design and manage programs that promote proactive engagement, education, and personalized communication.

Build scalable systems for multilingual, 24/7 customer support across digital and institutional client bases.

Partner with Product, Operations, Risk, and Compliance teams to identify and resolve recurring service pain points.

Collaborate with Marketing and Communications teams to align customer messaging and feedback management.

Ensure alignment between customer insights and product development to enhance platform usability and trust.

Utilize AI, CRM, and analytics tools to optimize customer interaction management and data‑driven decision‑making.

Develop customer feedback loops to translate insights into actionable improvements.

Evaluate and implement new technologies to enhance personalization, efficiency, and scalability…