Customer Experience Manager

MAËLYS is one of the fastest-growing global D2C startups with a self-built e-commerce platform that allows us to leverage data and optimize marketing funnels to bring clinically tested body care products to women worldwide. With years of rapid growth and millions of customers worldwide. MAËLYS is on track to become one of the biggest body care brands in the world.

We are a team of people who want to make lasting, impactful changes, who live (and love) to see results, who innovate with passion, and who love a good sense of humor. Is our vibe your vibe?

We are looking for a Customer Experience Manager with an analytical and operational mindset to join our CX team. You will serve as an interface between our customers and the company, maintain high team performance, execute against SLAs and KPIs, and create new efficient processes to increase our CSAT score.

Your life at MAËLYS will look like…

Lead and mentor a remote team of customer experience representatives, driving customer satisfaction and retention.
Harness creativity and analytical acumen to interpret data from diverse sources, transforming insights into actionable strategies that enhance customer experience and team performance.
Act as the primary point of escalation for representative inquiries and complex customer issues, ensuring timely and effective resolution.
Manage the team’s day-to-day operations, ensuring compliance with protocols and achievement of performance standards.
Develop new workflows and templates, and support new product and feature launches from the customer service perspective.

You will thrive in this role if you have…

A minimum of 2 years of experience in a global tech support or CX team is essential.
Analytical skills and experience with data analysis and operations.
Understanding customer experience/interaction channels and technology, including customer support technologies, CRM, social media, chat, etc.
Strong writing, editing, and proofreading skills in English.
Experience with various data and automation tools is a significant advantage.
A collaborative team player with a 'no task is too small' mindset.
Strong interpersonal skills and client service orientation.
The ability to be flexible and quickly adapt to changing business needs, priorities, and processes.