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Head of Customer Experience

Company

Relai ??

Location

, , switzerland, , , switzerland

Type

Full-time

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.

What You'll Do

  • 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 <...

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