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Head of Customer Experience
Full-time
Our client brings together an international fintech (banking, stablecoin wallets, and debit cards for cross-border transactions) and a P2P marketplace connecting travelers with local shoppers. They are looking for a Head of Customer Experience to lead and scale their CX function across both products, with full decision-making authority over team, tools, processes, and metrics.
Responsibilities
Inherit and lead an existing CX team, clarifying role ownership and expectations from day one.
Organize and direct internal meetings with the CX team and CX coordinator.
Design, implement, document, and maintain end-to-end CX processes.
Handle the most complex and sensitive customer situations directly.
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 issues and drive systemic fixes.
Plan for volume growth and ensure readiness ahead of demand spikes.
Requirements
5+ years in customer experience or support, with at least 3 years in a leadership role.
Background in fintech, banking, or another regulated environment 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.
Native Spanish speaker with professional written and spoken English; Portuguese a strong plus.
Preferred
Proficiency with customer support platforms at an admin level.
Experience designing or configuring AI-assisted support workflows.
Comfortable with data analytics tools.
This is a 100% remote, full-time role.
