3Flickers is hiring: Vice President of Customer Service (New York) in New York

Company Introduction

DigiFinex is a leading global cryptocurrency exchange and financial technology platform that enables individuals and institutions to trade, invest, and manage digital assets with trust, efficiency, and innovation. Founded in 2017, DigiFinex has evolved into a robust ecosystem offering spot and derivatives trading, liquidity management, asset custody, and financial infrastructure solutions to millions of users worldwide.

With a strong commitment to security, transparency, and service excellence, DigiFinex provides enterprise-grade platforms supported by advanced blockchain technology, AI-driven analytics, and global compliance frameworks that empower users to participate confidently in the digital financial economy.

As part of its strategic expansion into the Americas, DigiFinex is establishing a regional operations and client experience hub in Los Angeles to strengthen its international service network, enhance customer engagement, and elevate global satisfaction standards. This hub will be central to DigiFinexs mission to deliver secure, innovative, and user-focused digital financial solutions worldwide.

DigiFinex envisions a future where exceptional customer experience becomes the foundation of trust and growth in the global digital asset ecosystem.

Job Overview

The Vice President of Customer Service (VP of CS) will serve as a senior executive responsible for defining and leading DigiFinexs global customer service and experience strategy. This leader will oversee client support operations, service quality management, and the design of customercentric initiatives that enhance satisfaction, loyalty, and longterm engagement.

Reporting directly to the CEO and COO, the VP of Customer Service will lead a global organization that ensures every client interactionacross retail, institutional, and partner segmentsmeets DigiFinexs standards of excellence, responsiveness, and reliability.

The ideal candidate is a customer experience executive with deep expertise in fintech, blockchain, or global technology platforms, known for transforming service organizations into scalable, datadriven centers of excellence that drive user retention and brand trust.

Key Responsibilities

Customer Experience Strategy & Leadership

Define and execute DigiFinexs global customer service and client experience strategy in alignment with business growth objectives.

Establish a unified service vision, operational framework, and KPIs for all customerfacing channels.

Collaborate with executive leadership to align client experience initiatives with product innovation, compliance, and marketing strategies.

Champion a culture of customercentric excellence across all regions.

Service Operations & Quality Management

Oversee global customer support operations, ensuring consistent service quality and timely issue resolution.

Implement advanced support systems and automation to enhance responsiveness and operational efficiency.

Develop and enforce servicelevel agreements (SLAs), escalation protocols, and performance metrics.

Monitor key service indicatorsresponse time, CSAT, NPS, and retention ratesto drive continuous improvement.

Client Engagement & Retention

Lead initiatives to improve user satisfaction, retention, and lifetime value across all customer segments.

Design and manage programs that promote proactive engagement, education, and personalized communication.

Build scalable systems for multilingual, 24/7 customer support across digital and institutional client bases.

CrossFunctional Collaboration

Partner with Product, Operations, Risk, and Compliance teams to identify and resolve recurring service pain points.

Collaborate with Marketing and Communications teams to align customer messaging and feedback management.

Ensure alignment between customer insights and product development to enhance platform usability and trust.

Utilize AI, CRM, and analytics tools to optimize customer interaction management and datadriven decisionmaking.

Develop customer feedback loops to translate insights into actionable improvements.

Evaluate and implement new technologies to enhance personalization, efficiency, and scalability of service delivery.

Leadership & Team Development

Build, lead, and inspire a global customer service organization across multiple time zones and languages.

Mentor regional service heads and develop leadership capabilities within the global support network.

Foster a culture of empathy, accountability, and innovation within all customerfacing teams.

Qualifications

20 years of customer service, operations, or client experience leadership within fintech, blockchain, or enterprise technology sectors.

Proven success in leading largescale global service organizations with measurable impact on satisfaction and retention.

Deep understanding of digital asset ecosystems, user experience dynamics, and crossborder service delivery.

Expertise in customer analytics, CRM systems, automation, and service transformation.

Strong leadership, communication, and change management capabilities.

Bachelors degree in Business, Communications, or Operations required; MBA or advanced certification in Customer Experience preferred.

Core Competencies

CustomerCentric Leadership: Builds customerfirst strategies that drive satisfaction, loyalty, and advocacy.

Operational Excellence: Delivers consistent, highquality service through datadriven process optimization.

Innovation & Automation: Leverages emerging technologies to enhance efficiency and personalization.

CrossFunctional Collaboration: Aligns service objectives with business, product, and compliance goals.

Analytical Insight: Translates service data into actionable improvements and strategic foresight.

Global Team Leadership: Leads diverse, international teams with empathy, precision, and accountability.

Benefits

Competitive executive compensation with performancebased incentives.

Eligibility for equity participation and longterm incentive programs.

Comprehensive global health, insurance, and retirement benefits.

Relocation and international mobility support.

Opportunities to represent DigiFinex at leading fintech, blockchain, and customer experience summits.

Expected Outcomes (1218 Months)

Establish a worldclass customer service organization that delivers exceptional responsiveness and satisfaction globally.

Achieve measurable improvement in customer satisfaction (CSAT), Net Promoter Score (NPS), and retention rates.

Develop scalable service models supporting 24/7 multilingual coverage across global markets.

Position DigiFinex as a trusted, customerdriven leader in the digital finance industry through superior user experience.

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