பணி விளக்கம்

Overview

This role is for a Customer Experience Manager in Ireland, hired through a partner company that oversees applications and the next stages of the process. You will join a rapidly growing digital marketplace used by millions of people globally, where the focus is on strengthening the full customer journey through better insights, stronger operations, and continuous improvement.

As a central partner to support, product, operations, and training teams, you will turn customer feedback and operational data into practical improvements. The position is highly collaborative and international, with a strong performance culture and a clear emphasis on improving service quality, efficiency, and customer trust.

Key Responsibilities

Lead and refine the quality framework used to assess support interactions, so evaluations stay consistent and feedback leads to action.
Review customer comments, support cases, and operational information to spot repeated problems, underlying causes, and opportunities to improve the experience.
Track core CX measures such as CSAT, CES, NPS, FCR, and ticket volume trends, then use those insights to set priorities and measure progress.
Create and maintain dashboards and reporting tools that clearly show CX performance.
Review the full customer journey and identify where users face friction, then recommend improvements across all touchpoints.
Work closely with Product, Operations, and Training teams to convert findings into changes in processes, products, and policies.
Lead continuous improvement efforts aimed at better support quality, higher operational efficiency, and improved customer satisfaction.
Turn customer insights into training content, coaching plans, 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 and troubleshooting ability, with a solid approach to finding root causes behind customer and operational issues.
Experience working alongside support teams and using support data to improve service performance.
Ability to interpret CX metrics such as CSAT, CES, NPS, and ticket trends to generate insights and track improvement.
Demonstrated ability to collaborate across Product, Operations, and Training functions.
Experience improving end-to-end customer journeys through structured feedback and data analysis.
Nice-to-have skills include SQL, dashboarding tools such as Tableau, Looker, Power BI, or Metabase, and the use of AI tools to improve workflows.
Background in digital platforms such as B2C, B2B, or P2E, and experience in multi-product environments, is an advantage.
Strong project coordination skills with the ability to prioritize work and deliver cross-functional initiatives.
Excellent written and spoken English.

Benefits

Competitive annual pay 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 arrangements, including remote, office, hybrid, and work-and-travel options.
Paid volunteering opportunities.
Structured feedback and promotion processes that support professional growth.
The chance to contribute in an international, fast-scaling environment building a global digital product.

How the Hiring Process Works

This role is advertised by a partner company that manages applications and subsequent steps. Applications are reviewed through an AI-assisted matching process designed to assess fit quickly, fairly, and objectively against the main requirements. Top-matching candidates are shortlisted and shared with the hiring company, while interviews, assessments, and final decisions are handled by the company’s internal team.

Data Privacy Notice

By applying, you consent to the processing of your personal data for candidacy evaluation and sharing relevant information with the hiring employer, based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection to processing at any time.

Artificial intelligence tools may be used to support parts of recruitment, such as reviewing applications, analyzing resumes, assessing responses, and flagging possible inconsistencies or verification signals from the information provided. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people.

Customer Experience Manager