Job Description
Relai is Europe's leading Bitcoin-only app. We're looking for a Head of Customer Experience to own and elevate the end-to-end customer journey - from first touchpoint to long-term loyalty.
This is a senior leadership role for someone who combines deep empathy for customers with a sharp operational mind and a genuine appetite for AI-driven transformation. You'll build the systems and the standards that make Relai's support and experience a true competitive advantage.
What You'll Do
- Own the full customer experience strategy - from support operations to proactive engagement and retention
- Lead, coach, and grow the customer support team, across channels (live chat, email, social)
- Build and scale AI-powered support workflows - chatbots, automated triaging, smart knowledge bases - to reduce ticket volume and improve resolution time
- Define and track CX KPIs: CSAT, NPS, first response time, resolution rate, and churn signals <...