Customer Experience Manager

This is a fully remote position, open to applicants in Lithuania.

📋 Description

• Take ownership of the CX quality framework, continuously enhancing it across customer support interactions to ensure consistent evaluation standards and actionable feedback loops.

• Assess customer feedback, support tickets, and operational data to pinpoint recurring issues, root causes, and opportunities for enhancing the customer experience.

• Track and report on essential CX metrics such as CSAT, CES, NPS, FCR, and ticket trends, utilizing insights to prioritize improvements and assess their impact.

• Develop and sustain data dashboards and reporting frameworks to highlight CX performance insights and facilitate data-driven decision making.

• Analyze and assess the comprehensive customer journey, identifying friction points and suggesting enhancements at various touchpoints.

• Collaborate closely with Product, Operations, and Training teams to tackle systemic challenges and convert customer insights into actionable product, process, and policy improvements.

• Lead continuous improvement initiatives within the support organization, emphasizing operational efficiency, quality standards, and customer outcomes.

• Convert quality and customer insights into training materials, coaching programs, and process enhancements to boost support team performance.

⛳️ Requirements

• A minimum of 2 years' experience in Customer Experience Operations, Customer Insights, or Support Operations.

• Practical experience in managing quality programs, preferably using Maestro QA or similar quality management tools.

• Strong analytical and problem-solving skills, with a track record of identifying root causes behind customer issues and operational gaps.

• Experience working closely with customer support teams and support data, leveraging insights to enhance service quality and procedures.

• Proficient in analyzing CSAT, CES, NPS, and ticket data to uncover trends, prioritize enhancements, and monitor the impact of changes over time.

• Demonstrated ability to collaborate across functions with Product, Operations, and Training teams, translating customer insights into clear and actionable recommendations.

• Proven experience driving enhancements throughout the entire customer journey, ensuring that customer feedback results in meaningful business transformations.

🏝️ Benefits

• Opportunity to participate in our Employee Stock Options program.

• Chance to contribute to the scaling of a unique product.

• Various bonus systems available: performance-based, referral bonuses, additional paid leave, and a personal learning budget.

• Paid opportunities for volunteering.

• Flexible work location options: office, remote, or a combination that allows for travel.

• Personal and professional growth at an accelerated pace, supported by well-defined feedback and promotion processes.