Head of Customer Experience (CX)

Telegram Open Network · WorkFromHome, Italia · · 70€ - 90€

Descrizione dell'offerta

What we're looking for

TON Foundation is seeking a strategic and execution-oriented Head of Customer Experience (CX) to define, operationalize, and scale the end-to-end CX vision across its rapidly growing blockchain ecosystem. This leader will oversee CX strategy, automation, support, content intelligence, and customer success—building a unified, intelligent, and human-centered experience for users, developers, and partners as we scale toward 500 million users.

Responsibilities

  • Set and Drive CX Strategy : Define and execute TON’s global CX vision, aligned with network growth and user trust goals. Build the roadmap to scale support and engagement as the ecosystem expands.
  • Voice of the Customer : Serve as the primary advocate for users, projects, and developers across the TON ecosystem. Ensure user feedback and sentiment directly inform product development, ecosystem decisions, and experience design.
  • Leadership & Org Design : Lead and align cross-functional CX teams including Support, CX Automation & AI, Content Intelligence, and Customer Success. Mentor leaders, foster collaboration, and shape the operating model.
  • Customer Journey Ownership : Oversee the design and optimization of customer journeys across all personas—developers, partners, validators, and retail users. Ensure onboarding, activation, and adoption are seamless, measurable, and aligned with growth milestones.
  • CX Intelligence & Insights : Build infrastructure to capture and analyze CX signals across channels—ensuring the voice of the user shapes product, marketing, and ecosystem priorities.
  • Scalable Infrastructure : Guide the development of AI-first, automation-ready systems, structured content, and unified workflows to deliver proactive, cost-effective service.
  • Multi-Channel Strategy : Oversee experience design across web, Telegram, X, GitHub, and developer touchpoints—ensuring consistency, speed, and usability across entry points.
  • Cross-Functional Partnership : Collaborate with Product, Engineering, Marketing, and Ecosystem teams to drive a customer-centric culture and embed CX into all phases of the user lifecycle.
  • Crisis & Risk Management : Establish escalation protocols and customer trust initiatives to mitigate fraud, scams, and high-risk scenarios.
  • Reporting & Outcomes : Define KPIs and lead regular reporting to executive stakeholders. Demonstrate the business impact of CX and refine strategy based on insights.

Qualifications

  • 10+ years of progressive leadership in Customer Experience, Support, or Success—ideally in high-growth, tech-driven environments. Proven experience scaling CX functions in complex ecosystems or platform-based businesses
  • Expertise in customer-centric automation, service design, or operational excellence
  • Strong cross-functional influence and communication skills, including experience working with product, engineering, and executive leadership
  • Experience with omni-channel support infrastructure and modern tooling (e.g., AI chat, self-service, knowledge systems)
  • Analytical mindset with experience in metrics, dashboards, and continuous improvement
  • Familiarity with blockchain or Web3 ecosystems is a plus

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