Senior Customer Experience Manager

13 hours ago


Konak, Turkey HubX Full time

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:
  1. Optimize workload distribution within the Customer Success team and improve performance tracking and training processes
  2. Reduce manual workload by implementing automation solutions such as Help Desk integrations
  3. Create and refine escalation processes to ensure critical customer issues are resolved efficiently
  4. Develop and track key customer success metrics and performance reports to identify opportunities for improvement
  5. Gather customer feedback and proactively share insights with the Product team to enhance the overall customer experience
  6. Develop and execute proactive retention strategies to increase customer lifetime value and reduce churn
  7. Utilize data-driven decision-making processes to continuously refine and improve customer success strategies
  8. Optimize dispute operation process
  9. Conduct App Store and Play Store review analysis and share insights with relevant teams
Requirements:
  • 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.
The Benefits:
  • 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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