
Senior Customer Experience Manager
13 hours ago
HubX is revolutionizing the mobile app industry with its innovative products used and loved by millions worldwide.
We're looking for a seasoned Customer Success Lead to join our energetic team and drive customer satisfaction.
This role offers a unique opportunity to make a significant impact on the lives of millions of users through our products and contribute to the mobile app industry's growth.
X Culture: Do What You Love
At HubX, we pride ourselves on fostering a culture of collaboration, creativity, and innovation. Our #XCulture is more than just a workplace ethos; it's a lifestyle. We believe passion drives success. At HubX, Do What You Love isn't just a motto; it's the foundation of our work.
Key Responsibilities:- Optimize workload distribution within the Customer Success team and improve performance tracking and training processes
- Reduce manual workload by implementing automation solutions such as Help Desk integrations
- Create and refine escalation processes to ensure critical customer issues are resolved efficiently
- Develop and track key customer success metrics and performance reports to identify opportunities for improvement
- Gather customer feedback and proactively share insights with the Product team to enhance the overall customer experience
- Develop and execute proactive retention strategies to increase customer lifetime value and reduce churn
- Utilize data-driven decision-making processes to continuously refine and improve customer success strategies
- Optimize dispute operation process
- Conduct App Store and Play Store review analysis and share insights with relevant teams
- Customer Success & Support Management: Minimum of 3 years of experience in process management and team leadership.
- Mobile Ecosystem Knowledge: Proficiency in App Store, Play Store, ASO, and Growth processes.
- Data Analysis & Dashboard Usage: Ability to analyze user data and generate actionable insights.
- Proficiency in Tools such as Intercom and Trustpilot: Capability to effectively utilize support tools.
- Automation & No-code Solutions: Experience leveraging APIs, no-code tools, and automation systems.
- Leadership & Team Management: Ability to motivate, guide, and develop team members.
- Strategic Thinking & Problem-Solving: A broad perspective to improve customer experience.
- Efficiency & Discipline: Capability to manage tasks swiftly and effectively.
- Empathy & Clear Communication: Strong interpersonal skills for effective communication with both teams and customers.
- Customer Focus & Troubleshooting Skills: Proactive approach to improving customer experience.
- Ability to adapt and learn quickly in a fast-paced environment.
- Familiarity with content localization tools and processes is a plus.
- Experience with JIRA, Stripe, Paddle, and Excel is a plus.
- Huge impact: Your work can significantly impact our millions of users, and even the mobile app industry at large in the next years to come.
- A competitive compensation package: Our total compensation package is very comprehensive; covering your cost of commuting for our headquarters as well as providing you with a meal card.
- A pet-friendly office: where furry companions are always welcome.
- A unique and top-notch office: Our well-designed headquarters is in the tallest building in Izmir. Every day, you can enjoy the sunset over The Gulf of Izmir without leaving your deck.
- Unlimited coffee & green smoothies from XPresso: We've created XPresso, our very own café, so you can grab a cup of coffee whenever you need—whether it's to kickstart your morning or power through the day.
- Limitless Snacks & Breakfast: Fuel your day with our fully stocked kitchen From a hearty breakfast to a variety of snacks available anytime, we've got everything you need to stay energized and focused.
- Ownership, opportunity to take responsibility from day one: No one will micromanage you. Together with your team, you'll be free to choose a direction, test, fail, and test the next idea.
- Team events: that create lasting memories, including our traditional All Hands gatherings where the whole company comes together, as well as more humble celebrations and happy hours. Curious about our vibe? Take a look at our Instagram
- Continuous education: The more you want to improve your knowledge, the more we support you
- Strong company culture: Our approach is always open communication & teamwork #XCulture
- Private Medical Insurance & HPV Vaccine: We go above and beyond for your health.
- Gym Reimbursement: We support annual gym membership because we want you to be in tip-top shape physically and mentally.
- X Community Discounts: Being part of HubX comes with perks, enjoy exclusive discounts and more as a valued member of our community.
- A brand new: Macbook and Welcome Kit.
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