Customer Experience Manager

About the role

We are looking for a full‑time remote Customer Experience Manager to shape and continuously improve the end‑to‑end experience for our community and customers. You will lead the interaction strategy across multiple channels, ensuring every touchpoint is timely, empathetic, and solution‑focused.

Key responsibilities

• Monitor customer satisfaction metrics and track key performance indicators.
• Analyze experience data to pinpoint pain points and recommend actionable improvements.
• Collaborate with cross‑functional teams to implement process enhancements.
• Design and refine support processes, guidelines, and best practices.
• Train and coach team members to deliver consistent, high‑quality service.
• Report regularly on performance and champion the voice of the customer within the organization.

Required profile

• Strong focus on customer satisfaction and experience design.
• Analytical mindset with ability to interpret data and derive insights.
• Excellent written and verbal communication skills.
• Proven customer service expertise, including conflict resolution and empathy.
• Experience managing remote, customer‑facing teams.
• Ability to work independently, prioritize tasks, and meet deadlines.
• Bachelor’s degree in Business, Communications, Marketing, Psychology or related field, or equivalent experience.
• Prior experience in customer experience, success, or service operations is highly desirable.

Required skills

• Familiarity with customer support platforms.
• Experience using CRM tools.
• Knowledge of experience management software.