Customer Experience Lead

Description You will design, own, and operate the company's customer operations system from first principles. You will triage issues with clarity and speed, route them to the right teams, and run day-to-day support using tools like Intercom (including AI agents) and Sumsub. You will develop deep product and regulatory understanding to confidently support users, partner with Product and Engineering to surface bugs and recurring issues, and continuously improve processes, documentation, and automation to ensure a high-quality, compliant user experience. Requirements Prior experience in customer operations, support, or ops within fintech, crypto, or regulated financial products Strong communication skills High organisation and calmness under pressure Ability to triage and prioritise issues effectively Improvement-minded and proactive ownership of systems Experience working cross-functionally with Compliance, Product, and Engineering Experience designing or scaling customer operations systems (nice to have) Familiarity with KYC and KYB or compliance tooling (nice to have) Experience in fast-moving early-stage environments (nice to have) Responsibilities Design and operate the customer operations system Define ownership across first response, compliance, and product engineering workflows Triage issues quickly and route them to appropriate teams Build and run day-to-day customer operations using Intercom and Sumsub Develop product and regulatory knowledge to support users Partner with Product and Engineering to surface bugs and systemic issues Improve processes, documentation, and automation Benefits Token compensation Premium health insurance for you and your family fully covered Monthly wellness budget London HQ with gym access and daily lunches All necessary tools and technology provided Visa sponsorship and relocation support for joining the London office