Customer Experience Manager

Role overview

This opportunity is for a Customer Experience Manager in Canada, posted on behalf of a partner company that will handle applications and all subsequent hiring steps. The role supports a rapidly growing digital marketplace used by millions of people globally. Your focus will be on improving the full customer journey by turning feedback, service data, and operational insights into practical changes that lift satisfaction and efficiency.

You will act as a bridge between support, product, operations, and training teams, helping surface pain points and convert them into clear, measurable improvement actions. The work environment is international, collaborative, and strongly driven by performance and ongoing refinement. Success in this position means using CX data, quality standards, and process insight to improve consistency across customer interactions and strengthen long-term trust.

What you will do

• Take ownership of the customer experience quality framework and keep raising the standard of support evaluations and feedback mechanisms.
• Review customer comments, support case patterns, and operational data to uncover repeat issues, underlying causes, and improvement opportunities.
• Track core CX measures such as CSAT, CES, NPS, FCR, and ticket volume trends, then use the findings to prioritize work and assess results.
• Design and maintain dashboards and reporting setups that make CX performance easy to understand.
• Evaluate the end-to-end customer journey, pinpoint friction across touchpoints, and propose better ways of working.
• Partner with Product, Operations, and Training teams to turn insights into changes in process, product, and policy.
• Lead ongoing improvement efforts aimed at better support quality, smoother operations, and higher customer satisfaction.
• Translate customer insights into training content, coaching support, and process updates for support teams.

What the role requires

• 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 ability to analyze problems, identify root causes, and recommend effective solutions.
• Experience working with customer support teams and using support data to improve service quality.
• Comfort with interpreting CX indicators like CSAT, CES, NPS, and ticket trends to spot patterns and measure improvement.
• Proven success collaborating across Product, Operations, and Training functions.
• Experience improving end-to-end customer journeys through structured feedback and data analysis.
• Preferred: SQL for analysis, dashboard tools such as Tableau, Looker, Power BI, or Metabase, and familiarity with AI tools that improve workflows.
• A background in digital platforms such as B2C, B2B, or P2E, especially in multi-product ecosystems, is an advantage.
• Strong project management capability with the ability to organize priorities and deliver cross-functional work.
• Excellent English communication skills, both written and verbal.

Benefits and rewards

• Competitive annual salary between €30,000 and €40,000.
• Employee stock options.
• Performance-linked bonuses and referral rewards.
• Extra paid leave plus a personal learning and development budget.
• Flexible working setup with remote, office, or hybrid options, including work-and-travel possibilities.
• Paid volunteering opportunities.
• Structured feedback and promotion processes that support professional growth.
• The chance to contribute in a fast-scaling international environment building a global digital product.

Application and hiring process

Applications are managed by the partner company through Jobgether’s matching system. Candidates are screened using an AI-assisted shortlist process based on the main role requirements, and the resulting shortlist is shared with the employer. Final interviews, assessments, and hiring decisions are handled by the company’s internal team.

Privacy and data processing

By applying, you agree that Jobgether may process your personal data for candidate evaluation and share relevant details with the hiring employer. This is done under legitimate interest and pre-contractual measures where applicable, including GDPR-related rules. You may request access, correction, deletion, or objection regarding your data at any time.

Artificial intelligence tools may also be used to support parts of recruitment, including reviewing applications, analyzing resumes, checking responses, and flagging possible inconsistencies or verification signals. These tools assist recruiters but do not replace human judgment, and final hiring choices are made by people.