[EU] Customer Excellence Lead, EU

Our 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.

Today, 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.

About Us
Established 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.
Our 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.
Bybit EU is headquartered in Vienna and is building the next generation of regulated digital asset services for customers across the European Economic Area.

About the Role

Bybit 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.
This 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.
Reporting directly to the Chief Business Operations Officer 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.

Key Responsibilities

Customer Service Strategy & Operations

* Define and execute the European customer service strategy aligned with business objectives and customer expectations.
* Oversee customer support operations across European markets, channels and customer segments.
* Establish service standards, operating procedures, KPIs and performance management frameworks.
* Drive operational efficiency, scalability and continuous improvement across customer service functions.

CRM, Incident & Platform Communications

* Own the operational CRM and notification strategy for European users across email, in-app messaging, push notifications, and system banners.
* Serve as the accountable owner for critical user alerts, managing end-to-end incident communications during platform changes, planned maintenance, service interruptions, and downtime.
* Partner with Product, Operations, and Marketing to draft and distribute clear, timely product updates, compliance notices, and general news.
* Maintain standardized templates and rapid-response incident runbooks to keep users transparently informed during critical events.

Customer Experience & Service Quality

* Deliver high-quality customer support across retail, active trader, VIP and institutional customer segments.
* Own customer satisfaction, service quality, response times and first-contact resolution performance.
* Identify customer pain points and drive improvements across the end-to-end customer journey.
* Develop consistent and effective customer communication and service standards across European markets.

Complaint Management & Escalations

* Oversee customer complaint handling, escalations and dispute resolution in accordance with applicable regulatory requirements.
* Ensure effective processes for managing complex, sensitive and high-priority customer cases.
* Partner with Compliance, Legal and Risk teams to address customer protection and regulatory concerns.
* Analyse complaint trends and implement corrective actions to address recurring issues.

Service Channels & Customer Support

* Manage customer service delivery across live chat, email, telephone and other relevant support channels.
* Develop effective support models for onboarding, KYC, deposits, withdrawals, trading and account-related enquiries.
* Ensure appropriate service coverage, workforce planning and multilingual support capabilities across European markets.
* Oversee service delivery performance of internal teams and outsourced customer support providers.

Technology, Automation & Performance

* Drive the adoption of customer service technologies, AI, automation and self-service solutions.
* Own customer service analytics, reporting and performance dashboards.
* Use customer insights, data and feedback to improve service quality, productivity and customer retention.
* Partner with Product and Technology teams to improve support platforms, workflows and customer journeys.

Leadership & Compliance

* Build and lead a high-performing European customer service function.
* Set clear objectives, KPIs and accountability across internal teams and external service providers.
* Ensure customer service operations meet applicable European regulatory requirements, including customer protection, complaint handling and data privacy.
* Work closely with global and local stakeholders to align service standards while addressing European regulatory and customer needs.

What We're Looking For

* 10+ years of relevant experience in customer service, customer operations or customer experience, including significant leadership experience in crypto, fintech, banking, brokerage or financial services.
* Proven experience leading large-scale, multi-market customer service operations and high-performing international teams.
* Strong understanding of crypto trading, digital assets, payments and financial services customer journeys.
* Demonstrated experience managing customer support operations, complaint handling, escalations and service quality.
* Strong experience with customer service platforms, CRM systems, AI, automation and omnichannel support solutions.
* Commercial and analytical mindset with experience managing CSAT, NPS, SLAs, response times, resolution rates and operational efficiency metrics.
* Experience managing outsourced service providers, workforce planning and multilingual customer support operations.
* Strong understanding of European markets, customer protection requirements and regulated financial services environments.
* Proven ability to drive operational transformation, customer experience improvements and scalable service delivery.
* Excellent communication, leadership and stakeholder management skills.
* Fluent English; additional European languages are an advantage; Chinese nice to have.
* Bachelor's or Master's degree in Business Administration, Management, Finance, Communications or a related field; equivalent relevant professional experience will also be considered.

Why Join Us
At Bybit, we are committed to fostering a supportive and enriching work environment.
Our benefits include:
- Study Growth Fund: We support your professional development and continuous learning.
- Internal Events: Participate in regular team-building activities, workshops, and events designed to promote collaboration and innovation.
- Global Collaboration: Be part of a diverse, international team, working alongside colleagues from around the world.
- Career Advancement: Access opportunities for growth and advancement within a rapidly expanding global company.
- Internal Mobility: Grow with us- Your long-term development is important to us. We offer internal job opportunities to help build your career path.