[EU] Customer Excellence Lead, EU

About Us Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services, and Web3 — connecting users to the future of digital finance. Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers, and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at the global scale. Supported by 24/7 multilingual customer service and a strong commitment to innovation, we are shaping the future of finance through technology, collaboration, and bold execution. Today, Bybit is recognized as one of the most trusted and transparent platforms in the digital asset industry, continuing to expand its global presence while building the infrastructure for the next generation of financial services. About Us Established in 2018, Bybit is one of the world’s leading cryptocurrency exchanges and digital financial platforms, serving over 80 million users across more than 200 countries and regions. Powered by world-class technology and a user-first mindset, Bybit delivers a seamless ecosystem across trading, payments, wealth management, custody, institutional services and Web3. Our core values define how we build. We listen, care and improve to create products and experiences that put users first. Backed by a global team of ambitious builders, problem-solvers and innovators, we foster a high-performance and fast-moving environment where talent is empowered to drive real impact at global scale.

Bybit EU is headquartered in Vienna and is building the next generation of regulated digital asset services for customers across the European Economic Area. About the Role Bybit EU is looking for a Customer Excellence Lead to direct our European customer experience strategy, CRM-driven communication, and support operations across our regulated digital asset and financial services businesses. This senior leadership role covers customer support, service delivery, complaint management, customer experience, operational performance and service optimisation , with a strong focus on customer satisfaction, scalability, efficiency and regulatory compliance. Reporting directly to the Chief Business Operati ons Officer EU , you will work closely with Product, Technology, Compliance, Operations and global Customer Service teams to deliver seamless customer experiences and build a high-performing European customer service function. Key Responsibilities Customer Service Strategy & Operations - Define and execute the European customer service strategy aligned with business objectives and customer expectations. - Oversee customer support operations across European markets, channels and customer segments. - Establish service standards, operating procedures, KPIs and performance management frameworks. - Drive operational efficiency, scalability and continuous improvement across customer service functions. CRM, Incident & Platform Communications - Own the operational CRM and notification strategy for European users across email, in-app messaging, push notifications, and system banners. - Serve as the accountable owner for critical user alerts, managing end-to-end incident communications during platform changes, planned maintenance, service interruptions, and downtime. - Partner with Product, Operations, and Marketing to draft and distribute clear, timely product updates, compliance notices, and general news. - Maintain standardized templates and rapid-response incident runbooks to keep users transparently informed during critical events.