Customer Experience Manager

Role Overview

The Customer Support & Customer Experience Manager owns the end-to-end customer support function, ensuring timely and quality resolution, while keeping strong controls that protect revenue and turning customer feedback into lasting improvements.

What You Will Do

Own day-to-day Customer Care operations, lead customer escalations, own and improve CSAT, Trustpilot rating and customer satisfaction metrics, manage refund requests and chargebacks, and drive Voice of Customer (VOC) insights.

Why It Might Be a Fit

8–15 years of experience in Customer Support / Customer Experience / Customer Success, proven experience managing support teams, escalations and customer complaints, strong analytical, communication and stakeholder management skills, and a customer-first mindset.

Requirements

• 8–15 years of experience in Customer Support / Customer Experience / Customer Success
• Proven experience managing support teams, escalations and customer complaints
• Strong understanding of CSAT, customer feedback and service quality metrics
• Experience managing refunds, chargebacks and revenue-leakage controls
• Experience with Trustpilot / online reputation management is preferred
• Strong analytical, communication and stakeholder management skills
• High ownership, customer-first mindset with a strong commercial and controls orientation