Customer Experience Manager (Remote)

Job summary

This role focuses on enhancing the customer experience within a rapidly growing digital marketplace. You will be responsible for utilizing customer feedback and operational data to implement meaningful improvements, acting as a liaison between various teams to identify and resolve friction points in the customer journey.

Qualifications

• At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Experience managing quality assurance programs.
• Strong analytical skills to identify root causes of customer and operational issues.
• Familiarity with customer support teams and data analysis for service quality improvement.
• Proficiency in analyzing CX metrics such as CSAT, CES, NPS, and ticket trends.
• Excellent cross-functional collaboration skills.
• Experience in improving customer journeys through data analysis.
• Nice to have: SQL, dashboarding tools (Tableau, Looker, Power BI, Metabase), and AI tools for workflow optimization.
• Background in digital platforms (B2C, B2B, or P2E) is a plus.
• Strong project management skills and English communication skills.

Responsibilities

Benefits

• Own and enhance the customer experience quality framework across support interactions.
• Analyze customer feedback and operational data to identify issues and improvement opportunities.
• Monitor and report on CX metrics to guide prioritization and measure impact.
• Build dashboards for clear visibility into CX performance.
• Map the customer journey and recommend improvements.
• Collaborate with Product, Operations, and Training teams for process enhancements.
• Drive initiatives focused on support quality and customer satisfaction.
• Develop training materials based on customer insights.
• Competitive salary: €30,000 – €40,000 annually.
• Employee Stock Options program.
• Performance-based bonuses and referral rewards.
• Additional paid leave and personal development budget.
• Flexible work arrangements.
• Paid volunteering opportunities.
• Focus on professional growth with structured feedback and promotion processes.