About the company
Inherited from Telegram, the TON blockchain was designed to onboard billions of users. It boasts ultra-fast transactions, low fees, and easy-to-use native apps, some of which can be used directly in Telegram such as @wallet or @cryptobot. TON is led by an open-source community of experienced developers consisting of some of the best programmers in the world and Telegram blockchain contest winners. Applying its existing ecosystem of communities, developers, publishers, payment providers, and merchants, TON is uniquely positioned to establish the first-ever mass-market cryptocurrency in history.
Job Summary
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
If you’re passionate about blockchain and decentralized technologies, explore more opportunities in web3 and cryptocurrency careers.
