Head of CX (Multilingual) - Europe, Remote-Friendly

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

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.