Customer Experience Manager

📋 Description Own and improve the CX quality framework across support interactions. Analyze feedback, tickets, and data to identify recurring issues and opportunities. Monitor and report on CX metrics such as CSAT, CES, NPS, FCR, and ticket trends. Build and maintain dashboards to surface CX performance insights. Map end-to-end the customer journey and identify friction points. Partner with Product, Operations, and Training to translate insights into improvements. 🎯 Requirements At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations. Hands-on experience managing quality programs, Maestro QA or similar tools. Strong analytical and problem-solving abilities; identify root causes. Experience collaborating cross-functionally with Product, Operations, and Training teams. Nice-to-have: Experience using SQL to query large datasets. Nice-to-have: Experience building dashboards in Tableau or related BI tools. 🎁 Benefits Opportunity to join our Employee Stock Options program. Opportunity to help scale a unique product. Various bonus systems: performance-based, referral, paid leave, learning budget. Paid volunteering opportunities. Work location of your choice: office, remote, travel. Personal and professional growth supported by feedback and promotion processes.