[EU] Customer Excellence Lead, EU

About the Role

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.