Customer Experience Manager

About the role

The Customer Experience Manager will lead the effort to improve the end‑to‑end experience for users of a fast‑scaling digital marketplace. Based in Nigeria, you will turn feedback and operational data into actionable improvements, working closely with support, product, operations, and training teams.

Key responsibilities

• Own and continuously improve the CX quality framework for support interactions.
• Analyze feedback, tickets, and operational data to identify recurring issues and root causes.
• Monitor and report on CX metrics such as CSAT, CES, NPS, FCR, and ticket trends.
• Build dashboards and reporting structures to provide visibility into CX performance.
• Map the customer journey, pinpoint friction points, and recommend improvements.
• Collaborate cross‑functionally to translate insights into product, process, and policy changes.
• Drive continuous improvement initiatives focused on support quality and operational efficiency.
• Convert insights into training materials and coaching programs for support teams.

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 data‑driven mindset.
• Proven ability to work with support teams and leverage support data for service improvement.
• Experience collaborating with Product, Operations, and Training teams.

Required skills

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