Our client is a fully licensed digital bank operating at the frontier of financial services, where traditional private banking meets the world of digital assets. Regulated in a tier-one jurisdiction and serving a sophisticated global membership base, the business has genuinely differentiated: a bank designed from the ground up for clients who want security, structure, and trust of a regulated institution alongside meaningful exposure to the digital asset economy. The product suite is broad and growing — fiat accounts, institutional-grade digital asset custody, cards, lending, investment services, and yield products — all delivered through a slick, mobile-first platform that members actually enjoy using.

The digital asset industry is entering a new phase of legitimacy, and our client is one of the few players genuinely positioned to capture the high-net-worth and professional segment globally. The successful candidate will join a senior leadership team at a defining moment in the company's growth

The opportunity here is rare. 100% remote working anywhere in Europe timezone preferred.

The role

1. Own the global customer support function end-to-end across all channels
2. Lead and scale a multi-region team in a 24/7 follow-the-sun model
3. Define the support strategy in line with a premium, high-touch member experience
4. Own KPIs across CSAT, NPS, response and resolution times, QA, and cost-to-serve
5. Partner with Product, Engineering, Compliance, Risk, and Financial Crime to close the loop on member feedback
6. Drive automation and AI-assisted support without compromising service quality
7. Represent the voice of the member at the leadership table

What we're looking for

1. 15+ years in customer support / member services, with 5+ leading global teams
2. Proven experience in a regulated financial services environment — private banking, wealth, fintech, or a regulated crypto platform
3. Genuine working knowledge of the digital asset domain — custody, wallets, on-chain mechanics, stablecoins, KYC/AML in a crypto context
4. Credible with both crypto-native members and traditional private banking clients
5. Familiarity with the regulatory landscape for VASPs (MiCA, FATF Travel Rule, consumer protection)
6. Data-driven leader, fluent in modern support stacks and AI tooling
7. Excellent English; additional languages a plus
8. Comfortable in a remote working environment