Customer Experience Manager

Overview

This role is on behalf of a partner organization, which will handle the application review and the next stages of hiring. The hiring company is seeking a Customer Experience Manager in Australia.

You’ll join a fast-growing digital marketplace that supports millions of users around the world. The role focuses on improving the full customer journey by translating customer feedback and operational information into practical, measurable enhancements. You will work across support, product, operations, and training functions to uncover friction points and implement structured improvements. The setting is international, collaborative, and driven by performance, with a strong emphasis on ongoing optimization. Your work will directly influence customer satisfaction, operational effectiveness, and trust in the platform.

Responsibilities

• Take ownership of the customer experience quality framework and keep raising the standard for support interactions through consistent evaluation and feedback loops.
• Review customer comments, support cases, and operational data to uncover repeat issues, underlying causes, and opportunities to improve the journey.
• Track and present CX metrics such as CSAT, CES, NPS, FCR, and ticket patterns, using those insights to set priorities and measure progress.
• Create and maintain dashboards and reporting tools that clearly show CX performance.
• Chart the customer journey from end to end, pinpoint friction areas, and recommend improvements at each touchpoint.
• Work closely with Product, Operations, and Training teams to turn insights into changes in process, product, and policy.
• Lead continuous improvement efforts aimed at better support quality, stronger efficiency, and higher 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, including tools such as Maestro QA or similar platforms.
• Strong analytical thinking and problem-solving ability, with a focus on identifying root causes behind customer and operational issues.
• Experience working with support teams and using support data to raise service quality.
• Ability to interpret CX measures such as CSAT, CES, NPS, and ticket trends to uncover insights and track improvements.
• Demonstrated success collaborating across Product, Operations, and Training teams.
• Experience improving customer journeys through structured feedback and data analysis.
• Nice-to-have skills include SQL for analysis, dashboarding tools such as Tableau, Looker, Power BI, or Metabase, and familiarity with AI tools that improve workflows.
• Experience in digital platforms such as B2C, B2B, or P2E, as well as multi-product environments, is an advantage.
• Strong project management capability, including the ability to prioritize and deliver cross-functional work.
• Excellent written and spoken English is required.

Perks & Benefits

• Competitive annual compensation in the €30,000 to €40,000 range.
• Employee stock options program.
• Performance-linked bonuses and referral incentives.
• Extra paid leave plus a personal learning and development budget.
• Flexible work options, including remote, office, or hybrid arrangements, along with work-and-travel possibilities.
• Paid volunteering opportunities.
• Strong support for professional growth through structured feedback and promotion pathways.
• Chance to contribute in an international, fast-scaling environment building a global digital product.

Additional Information

This posting is shared through a hiring partner. Applications and next steps are managed by the partner company’s internal recruitment team.

The matching process uses AI-assisted screening to help rank candidates against the core requirements. Shortlisted profiles are then forwarded to the employer, while final hiring decisions remain with human recruiters and hiring managers.

By applying, you consent to the processing of your personal data for recruitment evaluation and sharing relevant details with the employer, in line with applicable data protection laws including GDPR. You may request access, correction, deletion, or objection at any time.

AI tools may also be used to assist with tasks such as application review, résumé analysis, and identifying possible inconsistencies in submitted information. These tools support the recruitment team but do not replace human decision-making.