We're Hiring: Customer Experience ManagerLocation:Remote (Ireland)Employment Type:Full-TimeLevel:Mid LevelWe are looking for a proactive, strategic, and customer-centricCustomer Experience Managerto 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 ResponsibilitiesOwn the overall customer experience strategy and deliver initiatives that drive satisfaction, retention, and loyaltyAnalyse customer feedback, support data, and journey touchpoints to identify patterns, opportunities, and areas for improvementPartner with Support, Product, Operations, Sales, and Marketing teams to resolve customer pain points and design better workflowsBuild and improve customer experience frameworks, including journey mapping, service blueprints, and operational guidelinesMonitor key CX metrics (NPS, CSAT, CES, churn indicators) and generate insights to inform leadership decisionsOversee escalation processes and ensure complex customer issues are resolved promptlyLead improvements to knowledge bases, help centres, and self-service resourcesSupport training for customer-facing teams to ensure consistency in tone, communication, and problem-solvingAdvocate for the voice of the customer across the organisationRequirements3+ years in Customer Experience, Customer Success, Customer Support, or a related customer-facing roleStrong analytical mindset with experience interpreting customer data and metricsExcellent communication and stakeholder-management skillsDemonstrated ability to manage cross-functional projectsExperience working in a remote environment and managing multiple prioritiesFamiliarity with CX or support tools (Zendesk, Intercom, Salesforce, HubSpot, Qualtrics, etc.)Customer-first mindset with a passion for improving processes and experiencesMust be based in Ireland with full working rightsNice to HaveExperience in SaaS, tech, or e-commerce environmentsBackground in journey mapping, process improvement, or service designExposure to analytics tools or survey platformsExperience managing small teams or leading initiativesWhat We OfferFully remote role within IrelandA collaborative, supportive, and customer-focused team cultureMeaningful ownership over CX initiatives and improvement projectsClear growth pathways into Senior CX roles, Customer Success leadership, or OperationsCompetitive salary and benefitsFlexible working arrangements