Customer Experience Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Experience Manager based in Belgium.

This role sits at the heart of a fast-scaling digital marketplace serving millions of users worldwide. You will be responsible for elevating the end-to-end customer experience by turning feedback and operational data into meaningful improvements. Acting as a key connector between support, product, operations, and training teams, you will help identify friction points across the customer journey and drive structured, data-informed solutions. The environment is highly collaborative, international, and performance-driven, with a strong emphasis on continuous improvement. You will work closely with customer support data, quality frameworks, and CX metrics to ensure consistency and excellence across all interactions. This is a high-impact role where your insights directly shape user satisfaction, operational efficiency, and long-term customer trust.

• Own and continuously improve the customer experience quality framework across support interactions, ensuring consistent evaluation standards and actionable feedback loops.
• Analyze customer feedback, support tickets, and operational data to identify recurring issues, root causes, and improvement opportunities across the customer journey.
• Monitor and report on CX metrics (CSAT, CES, NPS, FCR, ticket trends) and use insights to guide prioritization and measure impact.
• Build and maintain dashboards and reporting structures to provide clear visibility into CX performance.
• Map the end-to-end customer journey, identifying friction points and recommending improvements across all touchpoints.
• Collaborate cross-functionally with Product, Operations, and Training teams to translate insights into process, product, and policy improvements.
• Drive continuous improvement initiatives focused on support quality, operational efficiency, and customer satisfaction.
• Convert customer insights into training materials, coaching programs, and process enhancements for support teams.

Requirements:

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights, or Support Operations roles.
• Hands-on experience managing quality assurance programs (e.g., Maestro QA or similar tools).
• Strong analytical and problem-solving skills, with the ability to identify root causes behind customer and operational issues.
• Experience working with customer support teams and leveraging support data to improve service quality.
• Ability to analyze CX metrics such as CSAT, CES, NPS, and ticket trends to identify insights and track improvements.
• Proven cross-functional collaboration skills with Product, Operations, and Training teams.
• Experience improving end-to-end customer journeys through structured feedback and data analysis.
• Nice to have: SQL for data analysis, dashboarding tools (Tableau, Looker, Power BI, Metabase), and experience using AI tools to optimize workflows.
• Background in digital platforms (B2C, B2B, or P2E) and multi-product ecosystems is a plus.
• Strong project management skills with the ability to prioritize and deliver cross-functional initiatives.
• Strong English communication skills (written and spoken required).

Benefits:

• Competitive salary range: €30,000 – €40,000 annually.
• Employee Stock Options program.
• Performance-based bonuses and referral rewards.
• Additional paid leave and personal learning & development budget.
• Flexible work arrangements (remote, office, or hybrid, with work-and-travel options).
• Paid volunteering opportunities.
• Strong focus on professional growth with structured feedback and promotion processes.
• Opportunity to work in an international, fast-scaling environment shaping a global digital product.