Customer Experience Manager

Role overview

This opportunity is for a Customer Experience Manager in Spain, presented on behalf of a partner company that oversees the application process and subsequent hiring steps. The role is embedded in a rapidly growing digital marketplace used by millions of customers around the world. Your mission will be to strengthen the full customer journey by translating feedback and operational insights into practical improvements. You will act as a bridge across support, product, operations, and training functions, helping uncover pain points and turning them into structured, data-backed actions. The setting is international, collaborative, and focused on performance and continuous progress.

Key responsibilities

• Take ownership of the customer experience quality framework and keep refining it so support interactions are evaluated consistently and feedback leads to action.
• Review customer comments, support records, and operational information to spot recurring problems, underlying causes, and opportunities to improve the experience.
• Track and communicate CX metrics such as CSAT, CES, NPS, FCR, and ticket patterns, using those findings to set priorities and assess results.
• Create and maintain dashboards and reporting setups that make CX performance easy to understand and monitor.
• Assess the complete customer journey end to end, identifying friction points and proposing improvements across all touchpoints.
• Work closely with Product, Operations, and Training teams to turn insights into changes in processes, products, and policies.
• Lead ongoing improvement efforts aimed at stronger support quality, better operational performance, and higher customer satisfaction.
• Transform customer insights into training content, coaching initiatives, and process upgrades for support teams.

Requirements

• At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Practical experience running quality assurance programs, including tools such as Maestro QA or similar platforms.
• Strong analytical and troubleshooting ability, with a clear approach to identifying the root causes of service and operational issues.
• Experience partnering with customer support teams and using support data to raise service quality.
• Comfort analyzing CX measures such as CSAT, CES, NPS, and ticket trends to uncover insights and monitor progress.
• Demonstrated success working across Product, Operations, and Training teams.
• Experience improving end-to-end customer journeys using structured feedback and data analysis.
• Nice to have: SQL for analysis, dashboard tools such as Tableau, Looker, Power BI, or Metabase, and experience using AI tools to improve workflows.
• Experience in digital platforms such as B2C, B2B, or P2E, and multi-product ecosystems is an added advantage.
• Strong project management skills with the ability to prioritize work and deliver cross-functional initiatives.
• Excellent English communication skills, both written and spoken.

Perks and benefits

• Annual compensation in the range of €30,000 to €40,000.
• Employee stock options program.
• Performance-linked bonuses and referral rewards.
• Extra paid leave along with a personal learning and development budget.
• Flexible working options, including remote, office, or hybrid arrangements, plus work-and-travel possibilities.
• Paid volunteering opportunities.
• Structured feedback and promotion processes that support professional growth.
• The chance to contribute in a fast-growing international environment and help shape a global digital product.

Additional information

This posting is managed through a partner company, and that partner handles applications and the next stages of the process. The selection flow uses an AI-supported matching approach to review candidates quickly and fairly against the role requirements. Shortlisted profiles are shared with the hiring company, while interviews, assessments, and final decisions are handled internally by the employer.

Data privacy and AI notice

By applying, you agree that your personal data may be processed to assess your candidacy and shared with the hiring employer where relevant. This is done on the basis of legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may request access, correction, deletion, or objection regarding your data at any time.

AI tools may also be used to support parts of the hiring workflow, such as screening applications, reviewing resumes, analyzing responses, or flagging possible inconsistencies in submitted materials. These tools assist the recruitment process but do not replace human judgment, and final hiring decisions are made by people. Contact the company if you need more information about data handling.