Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to join a fast‑scaling digital marketplace that serves millions of users worldwide. Based in France, you will act as the bridge between support, product, operations, and training teams, turning feedback and data into concrete improvements that boost satisfaction and efficiency.

Key responsibilities

• Own and continuously improve the CX quality framework for support interactions.
• Analyze feedback, tickets, and operational data to uncover recurring issues and root causes.
• Monitor, report, and act on CX metrics such as CSAT, CES, NPS, FCR, and ticket trends.
• Build dashboards and reporting structures that provide clear visibility into CX performance.
• Map the end‑to‑end customer journey, identify friction points, and recommend enhancements.
• Collaborate with Product, Operations, and Training to translate insights into process, product, and policy changes.
• Develop training materials and coaching programs based on customer insights.

Required profile

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Hands‑on experience managing quality‑assurance programs (e.g., Maestro QA or similar tools).
• Strong analytical and problem‑solving abilities with a focus on root‑cause analysis.
• Proven ability to work cross‑functionally with Product, Operations, and Training teams.

Required skills

• Maestro QA or comparable quality‑assurance tools
• SQL for data analysis
• Dashboarding tools such as Tableau, Looker, Power BI, or Metabase
• AI tools for workflow optimization