Customer Experience Manager

Role overview

This is a remote Customer Experience Manager opportunity for candidates based in Nigeria. The listing is shared by a hiring partner on behalf of the employer, and the partner will handle applications and the following stages of the process.

The role is central to a rapidly growing digital marketplace that supports millions of users around the world. Your focus will be on improving the full customer journey by turning feedback and operational insights into practical changes. You will act as a link between support, product, operations, and training teams, using data to uncover friction points and drive structured improvements. The work environment is international, collaborative, and focused on measurable performance and ongoing refinement.

You will work with customer support data, quality standards, and CX metrics to improve consistency and service quality across every interaction. This position has significant influence on customer satisfaction, operational performance, and long-term trust in the product.

Key responsibilities

• Take ownership of the customer experience quality framework across support interactions and keep the evaluation approach consistent, useful, and action-oriented.
• Review customer feedback, support tickets, and operational data to spot repeat issues, underlying causes, and improvement areas across the journey.
• Track and present CX measures such as CSAT, CES, NPS, FCR, and ticket movement trends, then use the findings to set priorities and assess progress.
• Create and maintain dashboards and reporting systems that make CX performance easy to understand and monitor.
• Review the end-to-end customer journey, identify pain points, and recommend improvements at every touchpoint.
• Work closely 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, stronger efficiency, and higher customer satisfaction.
• Translate customer insights into training content, coaching initiatives, and support process enhancements.

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 and troubleshooting ability, with a solid approach to identifying root causes behind customer and operational problems.
• Experience collaborating with customer support teams and using support data to improve service quality.
• Ability to interpret CX metrics including CSAT, CES, NPS, and ticket trends to find insights and measure improvements.
• Proven ability to partner across Product, Operations, and Training functions.
• Experience enhancing end-to-end customer journeys through structured feedback analysis and data-driven action.
• Nice-to-have: SQL for analysis, dashboarding tools such as Tableau, Looker, Power BI, or Metabase, and familiarity with AI tools that improve workflow efficiency.
• Experience in digital platforms such as B2C, B2B, or P2E, and multi-product environments is an advantage.
• Strong project management skills, including the ability to prioritize and deliver cross-functional initiatives.
• Excellent written and spoken English communication skills.

Perks and benefits

• Competitive annual compensation in the range of €30,000 to €40,000.
• Employee stock options.
• Performance-linked bonuses and referral rewards.
• Extra paid leave plus a personal learning and development budget.
• Flexible working options, including remote, office, or hybrid setups, with work-and-travel possibilities.
• Paid opportunities to volunteer.
• Strong emphasis on professional development through structured feedback and promotion pathways.
• Opportunity to contribute in an international, fast-growing environment building a global digital product.

Additional information

This position is managed through a hiring partner, and shortlisted applications are shared directly with the employer for review. Interviews and assessments are handled by the employer’s internal hiring team.

The application process may use AI-supported matching and screening to compare candidates with the role’s core requirements. Human reviewers make the final hiring decisions.

By submitting an application, candidates acknowledge that personal data will be processed to assess suitability and shared with the hiring employer under applicable data protection rules, including GDPR where relevant. Applicants may request access, correction, deletion, or objection to processing as permitted by law.