Job Description

Roles & Responsibilities

Key Responsibilities

Customer Journey Design: Create and manage detailed, end-to-end customer flows, ensuring frictionless user experience across platforms and teams.
Operational Oversight: Conduct daily audits of onboarding processes, service response times, platform usability, and chatbot effectiveness.
Cross-Functional Collaboration: Act as a key liaison across compliance, legal, finance, sales, and tech teams to escalate, solve, and prevent customer issues.
Client-Centric Culture: Serve as an internal voice of the client bringing insights to strategic meetings and influencing feature prioritization and UI/UX improvements.
Data-Driven Feedback: Establish feedback loops, track CSAT and NPS, and implement actions to continuously improve service standards.
Reporting & Accountability: Produce structured daily reports highlighting bugs, service gaps, and improvement recommendations.

Candidate Profile

5+ years of experience in customer experience or customer success, ideally in SaaS, fintech, or digital service environments.
Strong familiarity with Salesforce and CRM analytics tools.
Demonstrated ability to coordinate complex initiatives across multiple departments.
Exceptional communication and problem-solving skills.
Native-level fluency in English; other languages are a plus.
Obsessed with detail, UX, and client-first thinking.

What s in It for You

Customer Experience Officer
GitMax

People Looking for Jobs also searched