**PLEASE SUBMIT YOUR RESUME/CV IN ENGLISH** Salary: USD $2,000/month Location: Remote – Full-Time Language: English (C2 preferred or at least C1 – required) About Us We’re a fast-growing company committed to building thoughtful, secure solutions that make life easier for modern families. Our team is driven by a deep focus on product quality, user experience, and world-class customer support. With an expanding global customer base, we’re looking for someone who’s ready to take ownership of the customer journey and help us continue delivering excellence at every step. About the Role We’re looking for a hands-on Customer Experience Manager to lead our support operations and ensure every customer feels supported and valued. This role blends leadership with day-to-day execution — you’ll actively resolve tickets, manage escalations, and work directly with customers, while also guiding and empowering your team. This role is ideal for someone with a startup mindset, who enjoys solving problems, improving systems, and staying flexible in a fast-evolving environment. You’ll be managing a current team of 4 support professionals, with full responsibility for their performance, training, and team success. What You’ll Do · Own and continuously improve the full customer support experience · Work in the system daily to manage support tickets and solve customer issues · Provide live call support and oversee live interactions with customers · Lead, mentor, and support a high-performing customer support team of 4 people · Manage team scheduling, coverage, quality standards, and communication guidelines · Create and maintain CX playbooks to guide consistent, high-quality responses · Handle escalations and ensure a professional and empathetic resolution process · Monitor and improve key metrics like NPS, CSAT, and customer retention · Gather and analyze customer feedback to drive meaningful improvements · Respond to and manage negative reviews, and implement strategies to generate positive ones · Collaborate across teams (Marketing, Sales, Operations) to align efforts and ensure consistency What We’re Looking For · Friendly, empathetic communicator who enjoys solving problems · 5+ years of experience in customer experience or customer support, including team leadership · Proven ability to take ownership and lead with a solutions mindset · Experience using CRM platforms and CX tools · Excellent organizational, communication, and decision-making skills · Fluent in English (C2 preferred, at least C1 – required), both written and spoken · Comfortable spending most of the day working directly with tickets and customers · Experience in startup environments or high-growth companies is a plus · Familiarity with the Gorgias support platform is a bonus What We Offer · A leadership role with real impact and growth opportunity · A collaborative, mission-driven work environment · Competitive compensation and the flexibility of full-time remote work