CX Manager (Customer Experience Manager)

Why this role matters

Our products win on usability and cost—but our long-term advantage is how we treat customers. We’re looking for a CX Manager who genuinely lives for client happiness, sweats the details of every interaction, and can grow today’s solo support desk into tomorrow’s full CX organization.

What you’ll do

• Deliver fanatically helpful 1st-line support across chat, email and phone, hitting aggressive SLA & CSAT targets.
• Act as a high-touch account manager for key merchants, proactively checking in, spotting expansion opportunities, and championing their voice internally.
• Build scalable processes: knowledge base, macros, KPI dashboards, hand-off playbooks, QA loops.
• Turn support data into insights that influence product roadmaps and risk mitigation.
• Recruit, mentor and performance-manage the first wave of CX specialists as we grow.

What makes you a fit

• 3+ years in customer support, success or account management, ideally in fintech, SaaS or payments.
• Proven track record of raising CSAT/NPS and managing tough escalations end-to-end.
• Empathy so strong customers feel you’re “one of the team,” plus the analytical chops to back decisions with data.
• Fluent English (extra languages a plus); mastery of modern CX/CRM tooling (Zendesk, Intercom, HubSpot, etc.).
• Self-starter comfortable in ambiguity—able to design process, not just follow it.

What you’ll get

• Key seat on an early, well-funded team with real ownership and headroom to build a department.
• Competitive comp, equity upside, and budget for the tools & training you need.
• Remote-friendly culture with quarterly off-sites in Europe.