Vice President of Customer Service

BitFada is seeking a Vice President of Customer Service to lead its customer service strategy, service operations, and overall customer support experience. The role is responsible for building a scalable service organization, establishing service standards, improving support processes, managing escalations, and driving service quality and customer satisfaction across channels.

Responsibilities:

• Lead the overall Customer Service function and establish a clear service strategy aligned with business objectives and customer needs
• Build and scale customer service operations, including team structure, workflows, service standards, escalation procedures, and performance management
• Establish customer service policies, procedures, service-level standards, quality requirements, and operating guidelines
• Oversee customer inquiries, account-related requests, transaction issues, technical support coordination, complaints, and other customer service matters
• Develop and monitor service-level agreements (SLAs), response times, resolution times, first-contact resolution, customer satisfaction, and other key service metrics
• Establish effective escalation processes for complex, sensitive, or high-priority customer issues
• Work closely with Compliance, Risk, and Legal to ensure customer service processes appropriately handle regulatory, account, verification, and documentation requirements
• Partner with Product and Technology teams to identify recurring customer issues and improve products, platforms, workflows, and self-service capabilities
• Analyze customer feedback, support tickets, complaints, and service trends to identify operational improvements and recurring issues
• Develop executive-level customer service dashboards, KPIs, reports, and performance reviews
• Establish quality assurance programs to monitor service interactions, consistency, professionalism, accuracy, and policy adherence
• Implement customer service tools, CRM platforms, ticketing systems, knowledge bases, automation, and AI-enabled support solutions where appropriate
• Develop customer communication standards for account issues, platform updates, service interruptions, operational changes, and other customer-facing situations
• Partner with Operations and Technology teams to coordinate responses to platform incidents, transaction issues, outages, and other service disruptions
• Establish processes for managing customer complaints, disputes, escalations, and sensitive cases in a timely and consistent manner
• Identify opportunities to improve customer retention, engagement, service efficiency, and overall customer experience
• Develop training, onboarding, coaching, and professional development programs for customer service teams
• Establish workforce planning, staffing models, scheduling, capacity planning, and resource allocation appropriate for customer demand
• Monitor service costs, productivity, staffing efficiency, and operational performance while maintaining appropriate service quality
• Support the development of customer service policies for different customer segments, products, markets, and service channels
• Build, lead, and develop a high-performing Customer Service organization as business requirements expand
• Maintain a strong culture of customer focus, accountability, professionalism, responsiveness, and continuous improvement

Requirements:

• • 20+ years of progressive experience in customer service, customer operations, client services, support operations, or a related field
• • Significant senior leadership experience as a VP of Customer Service, Head of Customer Service, Head of Customer Experience, Director of Customer Operations, or equivalent role
• • Demonstrated experience building, scaling, and managing customer service organizations in a growing company
• • Strong understanding of customer support operations, service-level management, escalation management, quality assurance, workforce planning, and performance management
• • Experience developing customer service processes, policies, workflows, KPIs, and operational standards
• • Strong experience using customer service metrics and data to identify performance gaps and drive operational improvements
• • Experience managing CRM, ticketing, customer support, knowledge management, workforce management, or other service technology platforms
• • Demonstrated experience leading large or distributed customer service teams across multiple channels, markets, or customer segments
• • Experience working closely with Product, Technology, Operations, Compliance, Risk, Marketing, and other cross-functional teams
• • Strong understanding of customer complaints, disputes, escalations, sensitive customer situations, and service recovery processes
• • Strong analytical and problem-solving skills, with the ability to translate customer feedback and operational data into practical improvements
• • Excellent communication and leadership skills, with the ability to manage both executive stakeholders and frontline teams
• • Strong organizational skills and the ability to operate effectively in a fast-moving, build-stage environment
• • Experience developing managers and creating clear career progression, training, coaching, and performance management structures
• This position is based in the United States
• Travel may be required as needed for leadership meetings, customer service reviews, training, operational planning, team meetings, and industry events
• • Bachelor's degree in Business, Communications, Operations, Management, Marketing, or a related field preferred
• Experience in cryptocurrency, digital assets, financial services, fintech, payments, brokerage, trading, banking, or other regulated customer-facing industries is a plus, but it is not required