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
- 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
- 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
- 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
Skills Required
- 5+ years in customer experience, customer support, or CX leadership
- 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; use metrics (CSAT, NPS, response time, resolution rate, churn) to diagnose and prioritize
- Experience managing and optimizing support tooling stacks (Zendesk, Intercom, or equivalent)
- Excellent English communication skills (written and verbal)
- Comfort navigating compliance-sensitive environments (regulated fintech customer communication)
- German language skills
- Experience in fintech, crypto, or high-growth B2C startup
- Genuine interest or experience in Bitcoin and financial sovereignty
What We Do
We're a Bitcoin-only app from Switzerland. Buy Bitcoin instantly and hold your own keys. Join 100,000 others using Relai and start your Bitcoin journey. Driven by the belief that Bitcoin is the best way to save money, Relai is raising a new generation of long-term investors by giving them simple, user-friendly, and secure access to Bitcoin. Founded in Switzerland by Julian Liniger and Adem Bilican after they struggled to find a safe, hassle-free space for buying bitcoin, Relai is making bitcoin saving and investment accessible for everyone. The bitcoin-only app is simple and intuitive, enabling anyone to buy and sell bitcoin within minutes, with no need for registration, verification, or deposits.
