Customer Experience Manager

Role overview

This is a customer experience leadership role with a partner company that will handle the application and hiring process. The position is based in Germany and supports a fast-growing digital marketplace used by millions of people globally.

The focus of the role is to improve the full customer journey by using support insights, operational data, and feedback to create practical changes. You will act as a bridge between support, product, operations, and training, helping the business spot recurring issues, remove friction, and raise the overall standard of service. The work environment is international, collaborative, and strongly focused on performance and continuous improvement.

You will be expected to use customer support data, quality controls, and CX metrics to drive consistency across interactions. Your work will have a direct impact on user satisfaction, operational performance, and long-term customer confidence.

Key accountabilities

• Take ownership of the customer experience quality framework and keep improving how support interactions are reviewed, measured, and turned into useful feedback.
• Study customer feedback, support cases, and operational data to uncover repeated problems, underlying causes, and areas where the journey can be improved.
• Track and present CX performance measures such as CSAT, CES, NPS, FCR, and ticket trends, then use the findings to set priorities and evaluate progress.
• Create and maintain dashboards and reporting tools that give a clear picture of customer experience performance.
• Review the full customer journey from start to finish, identify friction points, and suggest improvements across every touchpoint.
• Work closely with Product, Operations, and Training teams to turn insights into changes in processes, product design, and policy.
• Lead continuous improvement efforts aimed at raising support quality, improving efficiency, and increasing customer satisfaction.
• Turn customer insights into training content, coaching initiatives, and process updates for support teams.

Requirements

• At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Practical experience running quality assurance programs using tools such as Maestro QA or similar platforms.
• Strong analytical and troubleshooting ability, with a clear approach to identifying the root cause of customer and operational problems.
• Experience working with customer support teams and using support data to improve service quality.
• Ability to interpret CX metrics including CSAT, CES, NPS, and ticket trends to surface insights and track improvements.
• Proven ability to collaborate across Product, Operations, and Training functions.
• Background in improving the end-to-end customer journey through structured feedback and data analysis.
• SQL knowledge for analysis is a plus, along with dashboarding tools such as Tableau, Looker, Power BI, or Metabase.
• Experience using AI tools to improve workflows is considered an advantage.
• Experience in digital platforms such as B2C, B2B, or P2E, especially across multi-product ecosystems, is a plus.
• Strong project management skills with the ability to prioritize and deliver cross-functional initiatives.
• Excellent written and spoken English.

Perks and benefits

• Annual salary range of €30,000 to €40,000.
• Employee stock options.
• Performance-based bonuses and referral rewards.
• Extra paid leave plus a personal learning and development budget.
• Flexible working setup, including remote, office, or hybrid arrangements, with work-and-travel options.
• Paid volunteering opportunities.
• Structured feedback and promotion processes designed to support career growth.
• Opportunity to contribute in an international, fast-scaling environment building a global digital product.

Additional information

This position is processed through a partner company rather than directly by the platform listing it. Applications are reviewed through an AI-supported matching process, where shortlisted candidates are passed to the hiring company for the next stage. The final selection, interviews, and assessments are handled by the employer's internal team.

By applying, candidates agree that personal data may be processed to assess suitability and shared with the hiring employer under applicable data protection rules, including GDPR. This processing is based on legitimate interest and pre-contractual measures. Applicants may request access, correction, deletion, or objection rights at any time.

AI tools may be used during parts of the recruitment workflow, such as resume review, response analysis, and inconsistency checks. These tools support the recruitment team but do not replace human decision-making; the final hiring decision is made by people.