Customer Experience Manager

📋 Description

• Own and improve the CX quality framework across support interactions.
• Analyze feedback, tickets, and data to identify recurring issues and opportunities.
• Monitor and report on CX metrics such as CSAT, CES, NPS, FCR, and ticket trends.
• Build and maintain dashboards to surface CX performance insights.
• Map end-to-end the customer journey and identify friction points.
• Partner with Product, Operations, and Training to translate insights into improvements.

🎯 Requirements

• At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Hands-on experience managing quality programs, Maestro QA or similar tools.
• Strong analytical and problem-solving abilities; identify root causes.
• Experience collaborating cross-functionally with Product, Operations, and Training teams.
• Nice-to-have: Experience using SQL to query large datasets.
• Nice-to-have: Experience building dashboards in Tableau or related BI tools.

🎁 Benefits

• Opportunity to join our Employee Stock Options program.
• Opportunity to help scale a unique product.
• Various bonus systems: performance-based, referral, paid leave, learning budget.
• Paid volunteering opportunities.
• Work location of your choice: office, remote, travel.
• Personal and professional growth supported by feedback and promotion processes.