Customer Experience Category Specialist

Jobtailor; Deutschland; Hybrid; EUR 65.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor seeks an experienced customer experience lead to own the end-to-end experience for an assigned product line. You will act as the category authority across CX, product ownership, and operations strategy, and collaborate with teams for data-driven improvements.

You will interact with customers via phone, chat, and email; analyze issues, identify systemic causes, and present evidence-based recommendations. Remote-capable, detail-oriented, and focused on high satisfaction.

Qualifikationen

• 3+ years of client-facing, omni-channel customer experience in retail, e-commerce, SaaS, or hospitality.
• Consistent top performer, driven by results and impact.
• Curious; asks "why" and thinks systemically.
• Comfortable with ambiguity.
• Genuinely cares about elevating the customer experience.
• Coachable and receptive to feedback.
• Learns systems and tools quickly.
• Understands luxury, quality, attention to detail, and respect for the customer's investment.
• Remote-capable; works independently while enjoying team collaboration.
• Successful completion of a background check.

Aufgaben

• Serve as the category authority across customer service, product ownership, and operations strategy.
• Own the entire customer experience for an assigned product line.
• Interact with customers across phone, SMS/chat, and email.
• Identify patterns and gather data from customer issues.
• Analyze root causes and develop systemic solutions to prevent recurring problems.
• Collaborate systematically and present evidence-based recommendations.
• Become the product expert for the team, understanding products, complaints, common issues, and edge cases.
• Deliver customer satisfaction, quick response times, rare mistakes, and high-volume service without cutting corners.
• Identify at least one systemic way to prevent customer problems within 90 days.

Kenntnisse

Omni Channel CX

Data Analysis

Customer Satisfaction

Product Ownership

Systemic Problem-Solving

Curiosity

Coachable

Attention to Detail

Ambiguity Comfort

Jobbeschreibung

• Serve as the category authority across customer service, product ownership, and operations strategy
• Own the entire customer experience for an assigned product line
• Interact with customers across phone, SMS/chat, and email
• Identify patterns and gather data from customer issues
• Analyze root causes and develop systemic solutions to prevent recurring problems
• Collaborate systematically and present evidence-based recommendations
• Become the product expert for the team, understanding products, complaints, common issues, and edge cases
• Deliver customer satisfaction, quick response times, rare mistakes, and high-volume service without cutting corners
• Identify at least one systemic way to prevent customer problems within 90 days

Requirements

• 3+ years of client facing, omni channel customer experience in retail, e-commerce, SaaS, or hospitality
• Consistent top performer, driven by results and impact
• Curious; asks "why" and thinks systemically
• Comfortable with ambiguity
• Genuinely cares about elevating the customer experience
• Coachable and receptive to feedback
• Learns systems and tools quickly
• Understands luxury, quality, attention to detail, and respect for the customer's investment
• Remote-capable; works independently while enjoying team collaboration
• Successful completion of a background check

Core Competencies

Demonstrates expertise in customer experience management, product ownership, and operations strategy, with a strong focus on data analysis and systemic problem-solving to enhance customer satisfaction and service efficiency.

Highest-signal resume keywords

• Omni Channel Customer Experience
• Data Analysis
• Customer Satisfaction
• Product Ownership
• Systemic Problem-Solving

Soft Skills

• Curiosity
• Coachable
• Attention to Detail
• Comfortable with Ambiguity

Industry Keywords

• Retail
• E-Commerce
• SaaS
• Hospitality
• Customer Experience