Head of Customer Experience
Full TimeJob Overview
We’re a team of 500+ professionals who develop cutting-edge web data gathering solutions for thousands of the world’s best known businesses, including Fortune 500 companies.
What’s in store for you:
You’ll be solving challenges for top-tier clients and collaborating with industry professionals. We’ll fuel your professional growth with vast internal and external learning resources and an environment of teaming up and knowledge sharing.
A word from the team:
Join our Revenue Operations team as a Business Analyst, where you'll focus on optimizing systems to drive revenue growth. Working closely with cross-functional teams, including Marketing, Sales, Account Management, Finance, and Customer Success, you'll improve operational efficiencies, and define automations to be implemented to ensure alignment across the entire customer lifecycle.
We’re a team of 500+ professionals who develop cutting-edge web data gathering solutions for thousands of the world’s best known businesses, including Fortune 500 companies.
What’s in store for you:
You’ll be solving challenges for top-tier clients and collaborating with industry professionals. We’ll fuel your professional growth with vast internal and external learning resources and an environment of teaming up and knowledge sharing.
A word from the team:
Join our Revenue Operations team as a Business Analyst, where you'll focus on optimizing systems to drive revenue growth. Working closely with cross-functional teams, including Marketing, Sales, Account Management, Finance, and Customer Success, you'll improve operational efficiencies, and define automations to be implemented to ensure alignment across the entire customer lifecycle.
Your day-to-day:
- Lead a 20+ person CX department across three teams: Customer Support (24/7), Second-Line Support, and Support Operations.
- Ensure highest Customer Service standards and provide the best possible experience for our customers.
- Own a customer-advocacy initiatives across organisation.
- Own the AI chatbot roadmap and its operational impact.
- Run a 24/7 support operation with strong service levels and efficient resource allocation.
- Build a Customer-centric support model where AI automation handles the majority of inquiries.
- Own team structure, workforce planning, and change management as automation scales.
- Ensure high support quality via QA frameworks, training, and clear escalation paths.
- Set goals, metrics, and accountability across the CX department.
Your skills & experience:
- Experience leading a scaled Customer Support / CX function.
- Strong background running 24/7, shift-based operations.
- Hands-on experience with automation, AI chatbots, or self-service support.
- Data-driven decision maker.
- Proven ability to influence Product using customer insights.
- Strong people leadership and stakeholder management skills.
- Experience in B2B SaaS or high-growth environments.
- Deep familiarity with LiveChat or similar platforms.
- Background in QA or process optimization.
- Direct ownership of AI chatbot tooling.
Nice to have:
Salary:
- Gross salary: 4000 - 5500 EUR/month. Keep in mind that we are open to discussing a different salary based on your skills and experience.
To support your professional growth and make you feel taken care of, we’ve put together an expansive benefit package. It covers learning, well-being, celebration, and much more — learn all about it here.
To support your professional growth and make you feel taken care of, we’ve put together an expansive benefit package. It covers learning, well-being, celebration, and much more — learn all about it here.
Up for the challenge? Let’s talk!