Customer Experience Manager

About the role

We are looking for a Customer Experience Manager to join a fast‑scaling digital marketplace that serves millions of users worldwide. Based in Argentina, you will own the end‑to‑end CX quality framework and turn support data into actionable improvements. The role works closely with support, product, operations and training teams in a collaborative, performance‑driven environment.

Key responsibilities

• Develop and continuously improve the CX quality framework for support interactions.
• Analyse feedback, tickets and operational data to uncover recurring issues and root causes.
• Monitor, report and act on CX metrics such as CSAT, CES, NPS, FCR and ticket trends.
• Build dashboards and reporting structures that provide clear visibility into CX performance.
• Map the full customer journey, identify friction points and propose improvements across all touchpoints.
• Collaborate with Product, Operations and Training to translate insights into process, product and policy changes.
• Drive continuous‑improvement initiatives focused on support quality and operational efficiency.
• Create training materials and coaching programs based on customer insights.

Required profile

• Minimum 2 years of experience in Customer Experience Operations, Customer Insights or Support Operations.
• Hands‑on experience managing quality‑assurance programs (e.g., Maestro QA or similar).
• Strong analytical and problem‑solving abilities with a focus on root‑cause analysis.
• Proven ability to work cross‑functionally with Product, Operations and Training teams.
• Experience improving end‑to‑end customer journeys through structured feedback and data analysis.

Required skills

• Maestro QA (or comparable QA tool)
• SQL for data analysis
• Dashboarding tools such as Tableau, Looker, Power BI or Metabase
• AI tools for workflow optimisation