Customer Experience Manager

Role overview

This opportunity is being shared on behalf of a partner employer, which will handle the application review and all subsequent hiring steps. The partner is seeking a Customer Experience Manager in Kenya to help shape and improve the full customer journey across a large digital marketplace used by millions of people globally.

In this position, you will transform customer feedback and operational data into practical improvements that raise service quality and strengthen trust. You will work across support, product, operations, and training functions to uncover friction points, improve processes, and support a more consistent, data-led customer experience. The role is collaborative, international, and focused on measurable performance improvements.

Key accountabilities

• Maintain and continuously strengthen the quality framework used to assess customer support interactions, making sure standards stay consistent and feedback leads to action.
• Review customer comments, support records, and operational data to spot repeated issues, underlying causes, and opportunities to improve the customer journey.
• Track and summarize CX performance indicators such as CSAT, CES, NPS, FCR, and ticket patterns, then use those insights to help set priorities and measure results.
• Create and manage dashboards and reporting tools that provide clear visibility into customer experience performance.
• Map the end-to-end customer journey, identify trouble spots, and recommend improvements across all touchpoints.
• Work closely with Product, Operations, and Training teams to turn insights into better processes, product changes, and policy updates.
• Lead ongoing improvement initiatives aimed at better support quality, stronger operational efficiency, and higher customer satisfaction.
• Translate customer insights into coaching content, training materials, and process enhancements 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 a similar platform.
• Strong analytical and troubleshooting ability, with confidence in finding root causes behind customer and operational challenges.
• Experience partnering with customer support teams and using support data to improve service delivery.
• Ability to interpret CX metrics including CSAT, CES, NPS, and ticket trends to identify insights and track progress.
• Demonstrated ability to collaborate across Product, Operations, and Training teams.
• Experience improving the end-to-end customer journey through structured feedback and data analysis.
• Preferred: SQL for analysis, dashboarding tools such as Tableau, Looker, Power BI, or Metabase, and familiarity with AI tools that streamline workflows.
• Experience in digital businesses such as B2C, B2B, or P2E, and in multi-product environments is an advantage.
• Strong project management skills, including the ability to prioritize and deliver cross-functional work.
• Excellent English communication skills, both written and spoken.

Perks and benefits

• Annual compensation in the range of €30,000 to €40,000.
• Employee stock options.
• Performance-linked bonuses and referral rewards.
• Extra paid leave plus a personal learning and development budget.
• Flexible working options, including remote, office, or hybrid setups, along with work-and-travel possibilities.
• Paid opportunities to volunteer.
• Structured feedback and promotion processes supporting professional growth.
• The chance to contribute in a fast-growing international environment that is building a global digital product.

Additional information

The partner employer manages the full hiring process and makes the final decisions, including interviews and assessments. The application is first screened through an AI-assisted matching process designed to review candidates fairly and quickly against the role requirements.

By applying, candidates acknowledge that the partner platform may process personal data for recruitment purposes and share relevant information with the hiring employer under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time.

AI tools may be used during recruitment to support application review, resume analysis, response assessment, and identification of possible inconsistencies or verification signals. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people.