Head of Customer Support

<p>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.</p> <p>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.</p> <h2>What You'll Do</h2> <ul> <li>Own the full customer experience strategy - from support operations to proactive engagement and retention</li> <li>Lead, coach, and grow the customer support team, across channels (live chat, email, social)</li> <li>Build and scale AI-powered support workflows - chatbots, automated triaging, smart knowledge bases - to reduce ticket volume and improve resolution time</li> <li>Define and track CX KPIs: CSAT, NPS, first response time, resolution rate, and churn signals</li> <li>Translate customer insights and pain points into actionable product feedback - serve as the voice of the customer in cross-functional discussions</li> <li>Partner with Product, Marketing, and Compliance to ensure CX keeps pace with new features, regulations, and market expansion</li> <li>Design and maintain self-service resources - help center, FAQs, onboarding guides - that empower users and reduce inbound volume</li> <li>Manage and optimize tooling stack (Zendesk, Intercom, or equivalent) and evaluate new solutions including AI-native support platforms</li> <li>Set the quality bar: own QA processes, response templates, and escalation frameworks</li> </ul> <h2>What You Bring</h2> <ul> <li>5+ years in customer experience, customer support, or CX leadership - ideally in fintech, crypto, or a high-growth B2C startup</li> <li>Proven track record building and scaling CX teams and processes from an early-stage foundation</li> <li>Hands-on experience implementing AI tools in support workflows (chatbots, LLM-based triaging, AI-assisted responses)</li> <li>Strong data fluency - you use metrics to diagnose problems and prioritize improvements, not just report upward</li> <li>Excellent English communication skills (written and verbal); German language skills are a plus.</li> <li>Comfort navigating compliance-sensitive environments - you understand what regulated fintech means for customer communication</li> <li>A customer obsession that translates into operational discipline, not just good intentions</li> <li>Bonus: genuine interest or experience in Bitcoin and financial sovereignty</li> </ul> <h2>What You'll Get</h2> <ul> <li>100% remote work – Join a fully remote, flexible team working across Europe</li> <li>Relai provides you with the latest MacBook laptop and an iPhone to ensure smooth and effective work</li> <li>Competitive salary + employee participation – We grow together</li> <li>0% fees on Bitcoin purchases at Relai – Stack sats effortlessly</li> <li>Educational and Learning Budget - Let’s set you up for success</li> <li>Most relevant AI tools and trainings - Keeping you up to date with all new AI topics and trends</li> </ul> <p>&nbsp;</p>