Customer Experience & Operations Lead

What You’ll Own

Customer Experience Strategy & Setup

• Build Kite’s customer experience roadmap for pre-launch, launch, & post-launch phases.
• Start as a solo operator and create SOPs, training materials etc.
• Build a support system that can scale through a mix of AI automation, self-serve content, internal workflows, and human escalation.
• Define support policies, SLAs, escalation rules, refund/dispute processes, issue severity levels, QA standards, and internal operating playbooks.
• Create Kite’s customer communication tone for sensitive issues involving money, cards, crypto, identity, delays, fraud, and account access.
• Set up workflows to support rapid user growth from beta to 100K users.

Support Channel Operations

• Own customer support across live chat, email, in-app support, Telegram, Discord, X/Twitter, Instagram, App Store reviews, and Play Store reviews.
• Personally handle user queries, complaints, escalations, and public responses in the early stage.
• Manage social listening and respond to public complaints quickly and thoughtfully.
• Coordinate crisis communication during outages, failed transactions, delayed withdrawals, KYC issues, fraud incidents, or other high-trust situations.

Help Center, Content & User Education

• Create and maintain help-center articles, FAQs, support macros, troubleshooting guides, and user education content.
• Build clear support content for onboarding, KYC, deposits, withdrawals, cards, stablecoins, account safety, fees, transaction delays, and dispute handling.
• Identify recurring user confusion and convert it into better content, product flows, and chatbot answers.
• Turn support insights into product fixes, operational improvements, and better user education.

AI Chatbot & Automation

• Own the quality and performance of Kite’s chatbot experience.
• Work with Product and Tech to improve chatbot accuracy, deflection rate, multilingual support, hallucination control, escalation quality, and knowledge-base freshness.
• Review chatbot conversations, identify failed responses, and recommend improvements to flows, intents, FAQs, and escalation triggers.
• Manage multilingual support workflows using AI, translated macros, localised content, and future agent/vendor support where needed.

About the role

You will be Kite’s first Customer Experience & Operations hire. This is a hands-on founding team role where you will build the customer experience function from zero while personally handling users in the early days. You will set up support policies, manage customer channels, improve chatbot accuracy, handle sensitive money-related issues, and turn customer feedback into product and operational improvements. This is not a “manage from above” role. You will build, operate, respond, escalate, document, and improve.

Qualifications

• 7 to 10 years of experience in customer experience, customer support, customer operations, trust operations, fintech operations, or a related role.
• Experience in crypto, fintech, consumer finance, neobanking, payments, wallets, cards, or high-growth consumer apps is strongly preferred.
• Prior experience managing a support team, even if this role starts as an individual operator.
• Strong understanding of support operations, including SLAs, ticketing, macros, QA, escalation design, help centers, reporting, and support analytics.
• Experience handling sensitive issues involving money, identity, account restrictions, fraud, failed transactions, disputes, or regulated workflows.
• Practical understanding of AI chatbots, support automation, knowledge bases, escalation logic, and chatbot accuracy improvement.
• Strong written communication skills across user replies, public responses, internal reports, help-center articles, and incident updates.
• Calm under pressure and comfortable handling urgent issues, launch chaos, weekend escalations, and on-call incidents.

Top KPIs You’ll Own

• CSAT and customer satisfaction trends.
• First response time and resolution time.
• Bot deflection rate, chatbot accuracy, and escalation quality.
• App Store and Play Store review ratings.
• Top customer issue categories and root-cause trends.
• NPS and customer sentiment.

Bonus Points:

• Experience with cross-border payments, remittances, neobanks, or crypto products.
• Experience handling users emerging markets in Asia Pacific
• Familiarity with policy and compliance constraints for financial & crypto products.

Benefits:

Compensation and benefits are aligned with the best industry standards.