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Customer Experience Manager

1 week, 5 days ago
Germany
Contract
Lead
Customer Success
Customer and Technical Support
Apply Now
MrFluffyFriendTM

MrFluffyFriendTM

MrFluffyFriend™ is the world's #1 anxiety-relieving pet bed designed to provide comfort and support for pets. Join our Fluffy Family for informative pet blogs and enjoy 60% off + free worldwide shipping while stocks last!

Specialty Retail
View All Jobs 4

Description

  • Lead the Customer Service team and set clear standards, support, and motivation.
  • Automate workflows and support processes to reduce repetitive work and help the team scale.
  • Run quality control by reviewing data, identifying patterns, and sharing insights with the Supply Chain team.
  • Own communication across the full customer journey, including order materials, manual videos, order updates, and post-purchase touchpoints.
  • Shape the overall customer experience instead of only handling individual support tickets.
  • Collaborate closely with leadership and other teams to improve customer outcomes.
  • Maintain fast, honest communication in a high-ownership, fast-moving environment.

Requirements

  • Experience leading a customer experience or customer service function.
  • Proactive approach to identifying and solving problems before being asked.
  • Comfort working with data and using it to inform decisions.
  • Experience building systems and automating repetitive work.
  • Direct, honest communication style and appreciation for the same.
  • Ability to stay calm and adaptable when plans change quickly.
  • Desire to work closely with the team in a highly collaborative environment.
  • Must accept a freelancer arrangement, sign an NDA with a non-compete clause, and use the company’s Time Tracking Tool.
  • Not a fit if you need a fixed playbook, prioritize predictability over speed, or have not yet led a CX function.

Benefits

  • Real ownership of a core function in a growing global brand with close leadership access.
  • Potential to earn well above what a normal company offers.
  • A supportive team culture that genuinely enjoys working together.
  • Annual team trip for the Customer Service team.
  • Fast, clear communication through Slack instead of email threads.

Interested in this position?

Apply directly on the company website

Apply Now

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