Customer Experience Lead

Job Description

Job Description

Job Title: Customer Experience Lead

Job Description: We are hiring a Customer Experience Lead who is not just a support leader but the architect of McCoin’s end-to-end user experience. The role ensures that complex regulatory requirements like KYC, KYT, and AML feel like seamless, value-added steps rather than barriers to entry. The role requires a “Product + Customer first” mindset where every customer friction point is viewed as a data point for engineering improvement.

Responsibilities:

• Architect and oversee McCoin’s end-to-end customer experience and user journey
• Ensure complex regulatory requirements (KYC, KYT, AML) are presented as seamless, value-added steps rather than barriers
• Act as strategic bridge between Product, Compliance, and Marketing (“Triangle of Trust”)
• Ensure legal requirements (KYC/AML) are positioned and marketed as security features, not inconveniences
• Serve as Voice of the Customer (VoC) – transform support ticket trends into a prioritized, high-impact roadmap for Product and Engineering teams
• Assist the Customer Service Manager in cross-functional alignment with Product, Compliance, and Marketing
• Manage and develop the customer service team
• Apply a “Product + Customer first” mindset across all customer interaction points

Qualifications Needed:

• Experience in customer experience leadership within a crypto, virtual assets, or fintech company
• Prior crypto industry experience required
• Direct exposure to VARA-related processes or regulations required
• Strong understanding of KYC, KYT, and AML requirements in a virtual asset context
• Excellent cross-functional collaboration skills with Product, Compliance, and Marketing teams
• Strong analytical mindset to convert support ticket trends into product improvement inputs

What the Company Offers:

• Customer experience leadership role at a VARA-regulated virtual asset company in Dubai

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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