
Head of Customer Operations
SatoshiLabsLocation
Not specified
Salary
Not specified
Posted
Recently
Job Type
Full Time
About the Role
Trezor is a leading innovator in the cryptocurrency hardware wallet industry, dedicated to securing digital assets without compromising convenience and user experience. Our focus is to empower individuals to take complete control of their digital currencies by providing a seamless and secure way of handling them.
We are dedicated to making bitcoin and other cryptocurrencies more approachable, secure, and easy to use. Our mission is to innovate, simplify and offer the most user-friendly hardware wallet!
We are looking for a strategic and hands-on Head of Customer Operations to define, lead and scale our Customer Support function. This role combines long-term vision with operational excellence, ensuring we deliver outstanding customer experience while building a scalable and efficient support organization.
👉 What you'll do
Own and define the long-term Customer Support vision (1–3 years), including clear priorities and success metrics
Establish what “great Customer Support” means and embed it across the company
Lead and develop Team Leads, fostering a strong leadership culture and accountability for outcomes
Drive operational excellence, including end-to-end processes, capacity planning, and escalation frameworks
Identify bottlenecks and inefficiencies, and implement scalable solutions
Own the automation and AI roadmap for Customer Support in partnership with relevant teams
Ensure strong collaboration between Customer Support, Product, and other departments
Continuously challenge and evolve the current setup to ensure scalability and efficiency
💪 About you
Proven experience leading Customer Support at scale
Strong leadership experience managing managers or Team Leads (leader of leaders)
Strategic thinker with the ability to translate vision into execution
Deep understanding of Customer Support operations, including processes, KPIs and tooling
Experience driving automation and AI initiatives in support environments
Strong analytical mindset with the ability to identify inefficiencies and make data-driven decisions
Excellent communication and stakeholder management skills across functions
Comfortable making trade-offs between cost, quality, speed, and customer experience
Prior experience in the crypto industry is a plus
🤝 What we offer
Be a part of a brand that has revolutionized the crypto industry more than once
Option to receive part of your compensation in bitcoin
Flexible working hours, as well as the possibility of working from home
Budget for professional growth (training, courses, and workshops of your choice)
Friendly, open culture with regular company events and get-togethers
Renovated offices with a gym, football table, billiards, PlayStation, and 3D printer
Other perks: MultiSport card, company mobile tariff, free parking, and more
👋 Interested?
We’d love to hear from you. Just send us your CV and cover letter, we usually get back to applicants within a week.
About SatoshiLabs
SatoshiLabs is hiring for this full time position. Visit the job listing to learn more about the company and apply.