We're Hiring: Customer Experience Manager
Location:
Remote (Ireland)
Employment Type:
Full-Time
Level:
Mid Level
We are looking for a proactive, strategic, and customer-centric
Customer Experience Manager
to lead initiatives that improve and elevate the end-to-end customer journey. In this role, you will be responsible for analysing customer feedback, designing better support processes, and collaborating across teams to ensure customers receive a consistently exceptional experience.
Key Responsibilities
* Own the overall customer experience strategy and deliver initiatives that drive satisfaction, retention, and loyalty
* Analyse customer feedback, support data, and journey touchpoints to identify patterns, opportunities, and areas for improvement
* Partner with Support, Product, Operations, Sales, and Marketing teams to resolve customer pain points and design better workflows
* Build and improve customer experience frameworks, including journey mapping, service blueprints, and operational guidelines
* Monitor key CX metrics (NPS, CSAT, CES, churn indicators) and generate insights to inform leadership decisions
* Oversee escalation processes and ensure complex customer issues are resolved promptly
* Lead improvements to knowledge bases, help centres, and self-service resources
* Support training for customer-facing teams to ensure consistency in tone, communication, and problem-solving
* Advocate for the voice of the customer across the organisation
Requirements
* 3+ years in Customer Experience, Customer Success, Customer Support, or a related customer-facing role
* Strong analytical mindset with experience interpreting customer data and metrics
* Excellent communication and stakeholder-management skills
* Demonstrated ability to manage cross-functional projects
* Experience working in a remote environment and managing multiple priorities
* Familiarity with CX or support tools (Zendesk, Intercom, Salesforce, HubSpot, Qualtrics, etc.)
* Customer-first mindset with a passion for improving processes and experiences
* Must be based in
Ireland
with full working rights
Nice to Have
* Experience in SaaS, tech, or e-commerce environments
* Background in journey mapping, process improvement, or service design
* Exposure to analytics tools or survey platforms
* Experience managing small teams or leading initiatives
What We Offer
* Fully remote role within
Ireland
* A collaborative, supportive, and customer-focused team culture
* Meaningful ownership over CX initiatives and improvement projects
* Clear growth pathways into Senior CX roles, Customer Success leadership, or Operations
* Competitive salary and benefits
* Flexible working arrangements