{"id":3363862,"url":"https://alion.io/job/bybit-eu-customer-excellence-lead-eu","title":"[EU] Customer Excellence Lead, EU","company":{"id":47455,"name":"Bybit","domain":"bybit.com","url":"https://alion.io/company/bybit","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":76,"open_postings":17,"ghost_share":0,"stale_share":0.941,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Finance","role_family":"Finance","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["DE","FR","AT","BE","BG","HR","CY","CZ","DK","FI","HU","IE","IT","NL","PL","RO","ES","SE","EE","GR","LV","LT","LU","MT","PT","SK","SI"],"hiring_countries_total":27,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T21:56:49Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-05T04:46:51Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"About Us\nEstablished in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 - connecting users to the future of digital finance.\nOur core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution.\nToday, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services.\nAbout Us\nEstablished in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions.\nPowered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services and Web3.\nOur core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at global scale.\nBybit EU is headquartered in Vienna and is building the next generation of regulated digital asset services for customers across the European Economic Area.\nAbout the Role\nBybit 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.\nThis senior leadership role covers customer support, service delivery, complaint management, customer experience, operational performance and service optimisation, with a strong focus on customer satisfaction, scalability, efficiency and regulatory compliance.\nReporting directly to the ChiefBusinessOperationsOfficer EU, you will 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.\nKey Responsibilities\nCustomer Service Strategy & Operations\nDefine and execute the European customer service strategy aligned with business objectives and customer expectations.\n\nOversee customer support operations across European markets, channels and customer segments.\n\nEstablish service standards, operating procedures, KPIs and performance management frameworks.\n\nDrive operational efficiency, scalability and continuous improvement across customer service functions.\n\nCRM, Incident & Platform Communications\nOwn the operational CRM and notification strategy for European users across email, in-app messaging, push notifications, and system banners.\n\nServe as the accountable owner for critical user alerts, managing end-to-end incident communications during platform changes, planned maintenance, service interruptions, and downtime.\n\nPartner with Product, Operations, and Marketing to draft and distribute clear, timely product updates, compliance notices, and general news.\n\nMaintain standardized templates and rapid-response incident runbooks to keep users transparently informed during critical events.\n\nCustomer Experience & Service Quality\nDeliver high-quality customer support across retail, active trader, VIP and institutional customer segments.\n\nOwn customer satisfaction, service quality, response times and first-contact resolution performance.\n\nIdentify customer pain points and drive improvements across the end-to-end customer journey.\n\nDevelop consistent and effective customer communication and service standards across European markets.\n\nComplaint Management & Escalations\nOversee customer complaint handling, escalations and dispute resolution in accordance with applicable regulatory requirements.\n\nEnsure effective processes for managing complex, sensitive and high-priority customer cases.\n\nPartner with Compliance, Legal and Risk teams to address customer protection and regulatory concerns.\n\nAnalyse complaint trends and implement corrective actions to address recurring issues.\n\nService Channels & Customer Support\nManage customer service delivery across live chat, email, telephone and other relevant support channels.\n\nDevelop effective support models for onboarding, KYC, deposits, withdrawals, trading and account-related enquiries.\n\nEnsure appropriate service coverage, workforce planning and multilingual support capabilities across European markets.\n\nOversee service delivery performance of internal teams and outsourced customer support providers.\n\nTechnology, Automation & Performance\nDrive the adoption of customer service technologies, AI, automation and self-service solutions.\n\nOwn customer service analytics, reporting and performance dashboards.\n\nUse customer insights, data and feedback to improve service quality, productivity and customer retention.\n\nPartner with Product and Technology teams to improve support platforms, workflows and customer journeys.\n\nLeadership & Compliance\nBuild and lead a high-performing European customer service function.\n\nSet clear objectives, KPIs and accountability across internal teams and external service providers.\n\nEnsure customer service operations meet applicable European regulatory requirements, including customer protection, complaint handling and data privacy.\n\nWork closely with global and local stakeholders to align service standards while addressing European regulatory and customer needs.\n\nWhat We're Looking For\n10+ years of relevant experience in customer service, customer operations or customer experience, including significant leadership experience in crypto, fintech, banking, brokerage or financial services.\n\nProven experience leading large-scale, multi-market customer service operations and high-performing international teams.\n\nStrong understanding of crypto trading, digital assets, payments and financial services customer journeys.\n\nDemonstrated experience managing customer support operations, complaint handling, escalations and service quality.\n\nStrong experience with customer service platforms, CRM systems, AI, automation and omnichannel support solutions.\n\nCommercial and analytical mindset with experience managing CSAT, NPS, SLAs, response times, resolution rates and operational efficiency metrics.\n\nExperience managing outsourced service providers, workforce planning and multilingual customer support operations.\n\nStrong understanding of European markets, customer protection requirements and regulated financial services environments.\n\nProven ability to drive operational transformation, customer experience improvements and scalable service delivery.\n\nExcellent communication, leadership and stakeholder management skills.\n\nFluent English; additional European languages are an advantage; Chinese nice to have.\n\nBachelor's or Master's degree in Business Administration, Management,Finance, Communications or a related field; equivalent relevant professional experience will also be considered.\n\nWhy Join Us\nAt Bybit, we are committed to fostering a supportive and enriching work environment. \nOur benefits include:\n- Study Growth Fund: We support your professional development and continuous learning.\n- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.\n- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.\n- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.\n- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.","description_format":"text","description_chars":8451,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"region"},{"name":"France","iso":"FR","kind":"region"},{"name":"Austria","iso":"AT","kind":"region"},{"name":"Belgium","iso":"BE","kind":"region"},{"name":"Bulgaria","iso":"BG","kind":"region"},{"name":"Croatia","iso":"HR","kind":"region"},{"name":"Cyprus","iso":"CY","kind":"region"},{"name":"Czech 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