Head of Customer Experience (Multilingual)

Ecommerce; United States; Remote; USD 112,000 - 146,000; Full time

Benefits offered by this job

Top market salary + annual bonus

Remote-friendly EU

Perfume allowance

Learning budget €2,500/year

30 days paid holiday + public holidays

Team gatherings in Paris & Berlin

Ownership and fast decision-making

Job summary

Scento, Europe\'s leading perfume decant retailer, seeks a Head of Customer Experience to lead care across European markets, set standards, tone, and tooling, and ensure fast, warm, precise responses in multiple languages.

You will turn customer feedback into product and process improvements, coach multilingual teams, and plan capacity for peak gifting periods. Remote work in the EU with offices in Paris and Berlin, generous perks.

Qualifications

• 8+ years in customer service or CX, including 3+ leading multilingual teams in e-commerce.
• Strong process, tooling and quality‑assurance experience.
• Warm, precise communication and fluent English plus French or German.

Responsibilities

• Lead customer care across Scento's European markets in French, German, Italian, Spanish, Polish, English and more.
• Set service standards, tone of voice and response times, and build a help centre customers actually use.
• Turn customer feedback into fixes together with product, operations and the curation team.
• Lead the Customer Care Specialists, coaching them and growing the team language by language.
• Plan capacity for peaks such as the perfume advent calendar and gifting season.
• Choose and improve the tooling, quality assurance and reporting behind every conversation.

Skills

Team leadership

Process improvement

Quality assurance

Communication

Job description

About Scento

Scento is Europe's largest perfume decant website. Founded in 2024 and headquartered in Paris on Place Vendôme, with a second office in Berlin, Scento offers more than 1,000 original designer and niche perfumes from a roster of 200 houses as perfume decants: 2 ml, 5 ml and 8 ml vials plus a 30 ml bottle on most perfumes. Niche perfume samples and designer fragrance samples let people discover a scent before they commit to a full bottle. Every perfume is an original bought from authorised European retailers, and every bottle passes a 12-point intake check at Scento's ISO-certified facility before it is decanted.

Scento serves customers in 27 European markets and ships to 26 EU countries. In 2026, Scento's annual revenue is more than €30 million, online and offline sales combined. On Scento.com, monthly decant sales in September 2026 were 3.2 times those of January 2026. Scento says it sells more than 3 million perfume decants a year, about one every 10 seconds. In November 2025, Scento announced it would invest €25 million over three years in European perfume discovery.

The role

Choosing a fragrance online takes trust. Scento serves customers in 27 European markets, ships to 26 EU countries and answers in French, German, Italian, Spanish, Polish, English and more, so the quality of every conversation shapes the brand.

As Head of Customer Experience you lead that care operation and define what excellent service means in European e-commerce. You set the standards, the tone and the tools, and you make sure what customers tell us becomes better products and processes. Success means fast, warm, precise answers in every language, even at the peak of gifting season.

What you'll do

• Lead customer care across Scento's European markets in French, German, Italian, Spanish, Polish, English and more.
• Set service standards, tone of voice and response times, and build a help centre customers actually use.
• Turn customer feedback into fixes together with product, operations and the curation team.
• Lead the Customer Care Specialists, coaching them and growing the team language by language.
• Plan capacity for peaks such as the perfume advent calendar and gifting season.
• Choose and improve the tooling, quality assurance and reporting behind every conversation.

What you'll bring

• 8+ years in customer service or CX, including 3+ leading multilingual teams in e-commerce.
• Strong process, tooling and quality‑assurance experience.
• Warm, precise communication and fluent English plus French or German.

What we offer

• Salary at the top of the market plus an annual performance bonus.
• Remote-friendly within the EU, with offices in Paris (Place Vendôme) and Berlin.
• A generous monthly perfume allowance to explore the whole catalogue.
• A personal learning budget of €2,500 a year for courses, conferences and books.
• 30 days of paid holiday a year, plus public holidays.
• Team gatherings in Paris and Berlin.
• Real ownership and fast decisions in a company scaling quickly across Europe.

Salary and how to apply

Salary: €100,000- €130,000 gross per year, full-time, permanent contract, plus an annual performance bonus.

Location: Paris or Berlin, or remote from anywhere in the EU.