Customer Experience Manager

Overview

This opportunity is posted for a partner organization that handles the full hiring process and all candidate follow-up. The company is seeking a Customer Experience Manager located in the United Arab Emirates.

You will join a rapidly growing digital marketplace used by millions around the world. The role focuses on improving the full customer journey by converting feedback and operational insights into practical changes. You will act as a bridge between support, product, operations, and training teams, helping uncover friction points and guiding structured, data-backed improvements. The setting is international, collaborative, and focused on measurable performance and ongoing refinement.

In this position, you will work closely with customer support data, quality standards, and CX metrics to maintain consistency and raise service quality across all customer interactions. Your work will have a direct effect on customer satisfaction, operational effectiveness, and long-term trust in the product.

Key Accountabilities

• Take ownership of the customer experience quality framework and keep improving how support interactions are evaluated so feedback is consistent and useful.
• Review customer comments, support tickets, and operational information to find repeated problems, underlying causes, and opportunities to improve the experience.
• Track and present CX metrics such as CSAT, CES, NPS, FCR, and ticket patterns, then use those insights to decide priorities and measure progress.
• Create and maintain dashboards and reporting systems that make CX performance easy to understand and monitor.
• Analyze the complete customer journey to spot problem areas and suggest improvements across all customer touchpoints.
• Partner with Product, Operations, and Training teams to turn insights into better processes, product changes, and policy updates.
• Lead continuous improvement efforts aimed at stronger support quality, better efficiency, and higher customer satisfaction.
• Transform customer insights into training content, coaching plans, and process improvements 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, such as Maestro QA or similar platforms.
• Strong ability to analyze problems and identify root causes behind customer and operational issues.
• Experience working with support teams and using support data to improve service delivery.
• Comfort analyzing CX measures like CSAT, CES, NPS, and ticket trends to uncover insights and track change.
• Proven ability to work across functions with Product, Operations, and Training teams.
• Experience improving end-to-end customer journeys using structured feedback and data analysis.
• Nice to have: SQL for analysis, dashboard tools such as Tableau, Looker, Power BI, or Metabase, and familiarity with AI tools that improve workflows.
• Experience in digital platforms, including B2C, B2B, or P2E environments and multi-product ecosystems, is an advantage.
• Strong project management skills with the ability to prioritize and deliver cross-functional work.
• Excellent English communication skills, both written and spoken.

Benefits

• Competitive annual salary of €30,000 to €40,000.
• Employee stock options program.
• Performance-related bonuses and referral rewards.
• Extra paid leave plus a personal learning and development budget.
• Flexible working options, including remote, office, or hybrid arrangements, with work-and-travel possibilities.
• Paid volunteering opportunities.
• Clear focus on professional development through structured feedback and promotion processes.
• Chance to contribute to a fast-growing international team building a global digital product.

Additional Information

The hiring process is managed through the partner company. An AI-assisted matching system is used to screen applications quickly and fairly against the role’s core criteria. Top-matching candidates are shortlisted and then shared with the hiring company, while interviews, assessments, and final decisions are handled by the employer’s internal recruitment team.

Data Privacy Notice

By applying, you agree that Jobgether may process your personal data for candidate evaluation and share relevant information with the hiring employer. This is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection at any time.

Artificial intelligence tools may also be used to support parts of the hiring workflow, such as reviewing applications, screening resumes, or checking responses for inconsistencies or verification signals. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people. For more details about data handling, you may contact the company directly.