Work Format: Remote (shift-based schedule with rotating days off)

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EVEDEX is a next-gen hybrid exchange that blends the transparency of DeFi with the ease of CeFi. We're looking for a Head of Client Experience to build and lead a seamless, human-centric service function — covering support, tech support, and community operations. This role is key to scaling user satisfaction across all touch points.

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Key Responsibilities

• Build and oversee the full client-facing service structure: support, technical support, and community channels (Telegram, Discord, etc.)
• Set up and manage helpdesk tools (e.g., Intercom): workflows, macros, triggers, automation
• Define and manage cross-functional escalation processes (support → dev/product/marketing)
• Oversee the support and community teams, allocating workloads and ensuring consistent service across time zones
• Establish and track key performance metrics (CSAT, FRT, resolution time, issue trends)
• Ensure timely and actionable feedback to product and engineering teams based on user issues
• Develop internal documentation, knowledge bases, and response standards
• Train and mentor support agents and community moderators
• Shape the tone of voice for all public responses and user-facing interactions

About You

• 5+ years in client service or user support, ideally in fintech, Web3, or tech
• Experience leading support or community teams across multiple channels
• Proficiency in Intercom, Zendesk, or similar platforms
• Strong understanding of user psychology and community dynamics
• Solid communication in English (B2+); Russian is a plus
• Empathetic, data-driven, and comfortable taking full ownership of user experience