Director and Head of Customer Service

Chicago, IL /
Customer Experience /
/ On-site
CoinFlip is a leading fintech company powered by cryptocurrency. Believing everyone deserves to participate in the new digital economy, the company operates one of the world’s largest networks of cryptocurrency ATMs — with over 4,000 active kiosks — as well as an over-the-counter trading desk. In 2022, CoinFlip became an international company by expanding into Canada, and launched CoinFlip Ventures, a new initiative designed to support start-up companies. 

CoinFlip placed No. 60 on the 2021 Inc. 5000 list of the nation’s fastest-growing private companies. CoinFlip was also named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain’s Business. 

As our growth trajectory continues, we’re looking to quickly expand all of our teams. It’s an exciting time to join CoinFlip as we’re pursuing additional business lines and continued international expansion to further cement us as a leading financial technology company. 

We’re seeking a VP and Head of Customer Experience to play a key role in the implementation of a unique, customer-centric, global financial network for Digital Assets. This is a strategic role that will help build the strategy for a best-in-class organization by pushing the status quo and bringing both technological and human systems improvement. This is an opportunity to craft your own Service Models, Work-Flow Management, and leave a lasting fingerprint in Fintech.


    • Create and implement a Service Model capable of ,managing a global B2C and B2B2C digital platform.
    • Create a corresponding Workflow Management system to facilitate a quality customer service experience, including the continuous build and management of a Knowledge Base Articles.
    • Build and grow contact center to scale for domestic and international support (multi-lingual)
    • Establishes performance metrics for customer service representatives and implement QA program
    • Establishes service levels and requirements for the department.
    • Comfortable reporting and communicating service levels and performance throughout the organization
    • Develops and implements methods to record, assess, and analyze customer feedback.
    • Develops and implements training and quality assurance programs for new hires and experienced employees.
    • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
    • Acts as a liaison between the customer service department and other departments in the company.
    • Drafts and implements the department's budget.
    • Ensure robust training program
    • Define team positions and expectations
    • Define quality program for department
    • Oversees the daily workflow of the department.
    • Provides constructive and timely performance evaluations.
    • Other duties as assigned.


    • Bachelors degree required.
    • At least eight years of related experience required in a technology focused financial services company, with prior management experience
    • Must have experience with creation and/or management of in-house multi-lingual call centers or proven methodology for servicing a global customer service team.
    • 2+ years of experience building remote and onsite call center teams and processes
    • Experience building and growing a contact center to scale
    • Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs and KPIs required
    • Minimum two years experience leading large teams (100+)
    • Data and technology focused mentality

Nice to Have:

    • Basic knowledge of Cryptocurrency and blockchains
    • General passion and knowledge of fintech and crypto
Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted. 

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.