Senior Customer Experience Professional

We are seeking a seasoned Customer Success Manager to join our dynamic team. As a key player in our organization, you will be responsible for delivering exceptional results and collaborating with cross-functional teams.

The ideal candidate will have 2-3 years of experience in a similar role, with a proven track record of success in customer success management. They will possess excellent communication and interpersonal skills, as well as strong organizational skills with excellent time management abilities.

Additionally, the successful candidate will have a technical understanding with a solution-oriented mindset, proficiency in complaint management and conflict resolution, and exceptional customer service skills with the ability to build strong customer relationships.

The role requires analytical and problem-solving skills to address customer issues effectively, a proactive attitude with adaptability in a dynamic environment, and proficiency with customer relationship management (CRM) software and familiarity with customer journey mapping.

• Serve as the primary point of contact for technical requests between Product Development and Customer Service teams.
• Liaise between Customer Service, Logistics and Warehouse teams to ensure seamless operations.
• Prioritize orders for both Customer Service and Marketing teams to meet business objectives.
• Act as the key contact person for installation partners.
• Efficiently handle second-level escalations with professionalism.
• Process refund requests promptly and professionally.
• Organize weekly Customer Service meetings and provide individualized support for challenging cases.
• Conduct onboarding and product information training for new team members.
• Resolve payment disputes and ensure customer satisfaction.

• 2-3 years of experience in a similar role with a proven track record of success in customer success management.
• Excellent communication and interpersonal skills in English.
• Strong organizational skills with excellent time management abilities.
• Technical understanding with a solution-oriented mindset.
• Proficiency in complaint management and conflict resolution.
• Exceptional customer service skills with the ability to build strong customer relationships.
• Aptitude for empathy and active listening to understand customer needs.
• Analytical and problem-solving skills to address customer issues effectively.
• Proactive attitude with adaptability in a dynamic environment.
• Proficiency with customer relationship management (CRM) software and familiarity with customer journey mapping.
• Experience in account management, upselling and product onboarding and training.

• International Collaboration: Work closely with global cross-functional teams including sales, customer service, marketing and product teams.
• Professional Development: Our company values continuous learning and development. Expect support and resources to enhance your skills.
• Significant Impact: Your work will contribute directly to our brand's growth and visibility, making a tangible difference in our market presence and customer satisfaction.
• Dynamic Team: Collaborate with amazing colleagues who value and help each other grow.
• Comprehensive Vacation Policy: Start with 27 vacation days (excluding public holidays), with an additional day for each year of service up to 30 vacation days.
• Hybrid Working: 80% on-site / 20% remote.
• Team Events: Participate in regular team events that foster connection and fun.
• Free Snacks and Drinks: Enjoy complimentary snacks and drinks available in the office.

Our company is a rapidly growing e-commerce organization that designs, manufactures and sells outdoor living products. With operations in over 15 countries across Europe, Australia, North America and South America, we're committed to making products accessible to everyone.

We're passionate about innovation and customer satisfaction, and we're always looking for talented professionals who share our vision. If you're driven by a desire to deliver exceptional results and collaborate with a dynamic team, we'd love to hear from you