Head of Merchant Growth and Customer Experience

Exciting Opportunity with a growth-oriented logistics and technology company operating a cryptocurrency ATM network! Position Overview: Position: Head of Merchant Growth & Customer Experience Company: FastBTCatm (https://fastbtcatm.ca/) Location: Remote, candidate will be based in Canada Compensation Details: -Total compensation will be based on candidate experience -Base salary of $130,000 to $150,000 and an annual performance bonus of up to $50,000. -Group insurance plan including medical and dental coverage Frequent travel within Canada, based on business requirements. Hours of work: The standard work week is Monday to Friday. Due to the remote nature of the role, daily hours will be established considering the incumbent’s time zone and business needs, with a start time as late as 10:30 ET. The role requires availability for key meetings, customer/merchant needs, and appropriate business coverage. This job posting is for an active vacancy. We may use AI-enabled features within recruitment platforms such as LinkedIn to assist with candidate sourcing and recruitment workflow. All applications are reviewed by a recruiter, and all screening calls and interviews are conducted by people. Company Overview FastBTCatm was founded in 2017 and operates Canada’s second-largest cryptocurrency ATM network. We are a fast-growing logistics and technology company based in Toronto, Ontario. Opportunity Highlights: FastBTCatm is an entrepreneurial company where your ideas will have immediate impact. If you enjoy building teams, improving systems, and driving business growth while staying close to customers and operations, this is an opportunity to shape the future of the business. About the Role We are seeking a strategic, hands-on leader to own and elevate the customer and merchant experience across FastBTCatm. Reporting directly to the CEO, you will lead customer support, merchant account management, business development, marketing, CRM, and customer experience systems to drive revenue growth and operational excellence. This is a true player-coach role within a fast-moving, entrepreneurial company. You'll set strategy while remaining involved in all day-to-day activities and stay close to the business—leading teams, solving complex customer and merchant issues, improving processes, and personally contributing to growth initiatives. What You’ll Do Customer Experience Lead customer support across all service channels. Establish service standards, KPIs, and continuous improvement initiatives. Resolve complex customer issues and enhance overall customer satisfaction. Merchant Growth & Account Management Develop strong relationships with merchant partners from onboarding through ongoing account management. Drive merchant acquisition and personally participate in business development activities. Lead sales strategy, pipeline management, negotiations, and key commercial relationships. Lead and manage internal and outsourced sales resources, establishing clear standards for lead quality, pipeline management, follow-up, conversion, and merchant experience. Customer & Merchant Process Design Design and optimize end-to-end customer and merchant business processes, including ownership of the CRM and customer-support systems. Map workflows across platforms such as Zendesk Support/Sell or other CRM/support platform, Twilio/IVR, call-centre operations, WhatsApp, and other communication channels. Define process requirements, tracking and measurement, automation opportunities, and system workflows, and partner with technology teams to implement solutions. Translate business needs into clear, scalable systems and processes. Marketing Provide strategic direction for customer and merchant marketing. Oversee campaigns, communications, brand messaging, and sales enablement materials. Leadership Lead and develop internal teams and external partners across customer support, sales, marketing, and account management. Build a high-performance culture focused on accountability, customer experience, and growth. What We're Looking For High school diploma required. 5+ years of progressive experience across customer experience, systems/process design, account management, B2B sales, partnerships, or related commercial functions. Meaningful previous B2B sales experience. Previous experience leading customer-facing and/or commercial teams. Practical experience with CRM, support, telephony or workflow systems Proven experience designing and optimizing end-to-end customer and merchant workflows across CRM, support, communication, and call-centre platforms. Ability to translate business needs into scalable processes, system requirements, metrics, and automation opportunities. Strong systems thinking and experience partnering with technology teams to implement solutions. Strong commercial acumen with experience managing complex customer or merchant relationships. Experience with CRM and customer support platforms. Excellent communication, leadership, and relationship-building skills. Willingness to travel within Canada. Experience in fintech, cryptocurrency, retail networks, telecommunications, franchising, field services, or other multi-location businesses is an asset. Experience leading outsourced teams or external partners. A criminal background check will be required as a condition of an offer of employment. Diversity and Accommodation We embrace diversity and inclusion for innovation and growth. We strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process by emailing [email protected].

Lead and elevate the customer and merchant experience by overseeing customer support, account management, and business development. Design and optimize end-to-end business processes and CRM workflows to drive revenue growth and operational excellence.

Requires a high school diploma and 5+ years of experience in customer experience, B2B sales, and commercial leadership. Must have practical experience with CRM and telephony systems and the ability to translate business needs into scalable processes.

• Group Insurance Plan • Medical Coverage • Dental Coverage • Annual Performance Bonus

• LeadershipPreferred

Identified from the job description. Confirm important requirements above.

• Customer Experience Management
• B2B Sales
• Account Management
• CRM Design
• Business Development
• Process Optimization
• Marketing Strategy
• Leadership
• Pipeline Management
• Strategic Planning
• Customer Support
• Workflow Automation

• Management & Leadership
• Sales
• Customer Service & Support
• Marketing
• Logistics

Minimum education

High school

Minimum experience

5+ years

Posting language

English

Working hours

40 hours per week

Seniority

Director

Application method

Direct apply is available