Customer Experience Manager

Overview

This opportunity is being shared for a partner employer, which handles the application review and all subsequent hiring stages. The hiring company is seeking a Customer Experience Manager in Saudi Arabia for a fully remote role.

You will join a rapidly growing digital marketplace that serves millions of users globally. The role is centered on improving the full customer journey by turning support signals, customer feedback, and operational data into practical improvements. You will act as a bridge between support, product, operations, and training functions, helping teams uncover friction points and implement structured, data-led solutions. The environment is international, collaborative, and focused on performance and continuous improvement.

In this role, you will work with customer support data, quality standards, and CX performance indicators to help maintain consistency across customer interactions and strengthen user trust over time.

Key responsibilities

• Develop, manage, and enhance the customer experience quality framework used across support interactions, with an emphasis on consistent evaluation and useful feedback loops.
• Review customer feedback, support cases, and operational data to spot recurring pain points, underlying causes, and opportunities to improve the customer journey.
• Track and summarize CX performance indicators such as CSAT, CES, NPS, FCR, and ticket patterns, then use those findings to prioritize work and assess results.
• Create and maintain dashboards and reporting systems that make CX performance easy to monitor and understand.
• Chart the full customer journey, pinpoint areas of friction, and recommend improvements across all touchpoints.
• Work closely with Product, Operations, and Training teams to convert insights into product, process, and policy changes.
• Lead ongoing improvement efforts aimed at better support quality, greater operational efficiency, and higher customer satisfaction.
• Turn customer insights into training content, coaching initiatives, and process updates that support better team performance.

Requirements

• At least 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations.
• Practical experience running quality assurance programs, such as Maestro QA or comparable tools.
• Strong analytical thinking and troubleshooting ability, with a focus on identifying the root causes of customer and operational issues.
• Experience working with support teams and using support data to improve service quality.
• Ability to interpret CX metrics such as CSAT, CES, NPS, and ticket trends and turn them into actionable insights.
• Demonstrated success collaborating across Product, Operations, and Training teams.
• Experience improving end-to-end customer journeys using structured feedback and data analysis.
• Added value if you bring SQL for analysis, dashboard tools such as Tableau, Looker, Power BI, or Metabase, and experience using AI tools to streamline workflows.
• Exposure to digital platforms, including B2C, B2B, or P2E, and multi-product ecosystems is considered an advantage.
• Strong project management skills, including the ability to prioritize and deliver cross-functional initiatives.
• Strong English communication skills, both written and spoken.

Perks and benefits

• Annual compensation in the range of €30,000 to €40,000.
• Employee stock options.
• Performance-linked bonuses and referral incentives.
• Extra paid leave plus a personal learning and development budget.
• Flexible work setup, with remote, office, or hybrid options, including work-and-travel arrangements.
• Paid volunteering opportunities.
• Structured feedback and promotion processes designed to support career growth.
• Opportunity to contribute to an international, fast-scaling company building a global digital product.

Additional information

The hiring partner manages the application process and the next steps. After applications are reviewed, the shortlisted candidates are shared with the company, and interviews or assessments are handled internally by the employer.

By applying, you agree that the hiring partner may process your personal data for assessment and sharing with the employer under applicable data protection rules, including GDPR, where relevant. You may request access, correction, deletion, or objection regarding your data at any time.

The recruitment process may include the use of AI tools to support resume review, application screening, response analysis, and inconsistency checks. These tools assist recruiters but do not replace human judgment, and the final hiring decision is made by people.