Head of Customer Support

Responsibilities

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

Benefits

Additional Information

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.

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