Customer Experience

4 semanas atrás


Mato Grosso, Brasil Traffic Streamer Ltd. Tempo inteiro
We are seeking an experienced and dynamic Customer Experience (CX) Lead to oversee and drive the customer experience strategy across our client's portfolio of innovative products, including CXM, GamePark, PayLab, and DatGrid. As CX Lead, you will ensure that each product delivers exceptional, consistent customer experiences while maintaining operational efficiency through centralized functions such as customer support, marketing, and data analytics. You will collaborate with product-specific teams, helping them align customer satisfaction with business outcomes, and directly contribute to the overall growth and success of each product.
**Key Responsibilities**:
Customer Experience Strategy:
- Develop and execute a unified CX strategy that enhances customer satisfaction, loyalty, and retention across all products (CXM, GamePark, PayLab, DatGrid).
- Align the CX strategy with each product's unique market positioning and business objectives, ensuring customer-centricity at every stage of the customer journey.
Team Leadership:
- Lead, mentor, and develop the centralized customer-facing teams, including customer support, first-line support (NOC), marketing, data analytics, and customer insights.
- Ensure the centralized CX functions efficiently serve the specific needs of each product while maintaining consistency in service levels.
Collaboration with Product Teams:
- Work closely with the Heads of Product for each product to ensure customer feedback and insights are incorporated into product development, marketing strategies, and service delivery.
- Collaborate with Product Marketing Managers (PMMs) and Customer Success Managers (CSMs) for each product to optimize customer touchpoints, onboarding, and support processes.
Customer Support Excellence:
- Oversee the Customer Support Manager and ensure the support teams (shared across all products) deliver timely and effective assistance to users, aiming for high customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Ensure smooth operations of the NOC/First-Line Support Team, focusing on system reliability and issue resolution, to maintain excellent user experiences.
Insights and Analytics:
- Lead the Customer Insights Manager and Data Analyst in gathering actionable insights from customer feedback, support interactions, and product usage data.
- Regularly report on customer satisfaction, engagement metrics, and key performance indicators (KPIs) to the CEO and Heads of Product.
Cross-Functional Coordination:
- Liaise with the Sales Lead to ensure that customer expectations set during the sales process align with the actual customer experience.
- Partner with the Head of Marketing to ensure all communication, campaigns, and touchpoints maintain a consistent voice and brand image across all products.
Process Improvement:
- Continuously review and refine CX processes, tools, and systems to improve efficiency, reduce friction, and enhance the overall customer journey.
**Key Qualifications**:
- Minimum of 7 years of experience in customer experience, customer success, or a similar leadership role, ideally managing CX across multiple products or services.
- Experience working in SaaS, AI-driven tools, financial technology, or data platforms is a strong advantage.
- Online gambling and marketing experience
- Proven experience managing cross-functional teams and driving high performance in customer-facing departments such as support, marketing, and customer success.
- Ability to work collaboratively with product management and sales teams, aligning customer goals with business priorities.
Deep understanding of customer behavior, customer journey mapping, and experience optimizing touchpoints to improve engagement, satisfaction, and retention.
- Passion for building a culture of customer excellence and advocacy.
Strong data-driven decision-making skills, with the ability to analyze customer data and translate it into actionable strategies for improvement.
- Familiarity with key CX metrics such as CSAT, NPS, Customer Effort Score (CES), and churn.
Excellent interpersonal and communication skills, with the ability to engage stakeholders across all levels, including product, sales, and executive teams.
- Strong presentation skills, with the ability to present insights, reports, and recommendations to senior management and the board.

  • Mato Grosso, Brasil Hero Gaming Tempo inteiro R$30.000 - R$45.000 por ano

    Location: MaltaReporting Line: Reports to Customer Experience ManagerContract Type: Full-time or Part-timeDuration: 1st October 2025 – 31st May 2026Job Purpose / Summary:The Customer Experience Specialist will primarily support our Japanese customers encountering technical issues while playing games, address payment-related troubles, and provide bonuses...


  • Mato Grosso, Brasil Hero Gaming Tempo inteiro

    **Location**: Malta **Reporting Line**: Reports to Customer Experience Manager **Contract Type**: Full-time or Part-time** **Duration**: 1st October 2025 - 31st May 2026 **Job Purpose / Summary**: **Key Responsibilities**: - Respond promptly to Japanese customer inquiries regarding technical problems, payments, bonuses, and other support issues. - Assist...


  • Mato Grosso, Brasil Silverspin Tempo inteiro

    **Position Overview**: **Key Responsibilities**: - Support our customers by providing a great customer experience aligned to our values - Provide proactive updates to customers where required, ensuring a great experience - Work with your team to highlight any issues causing our customers unnecessary challenges - Take ownership of the customers journey...


  • Mato Grosso, Brasil SILVERSPIN Tempo inteiro R$120.000 - R$150.000 por ano

    Position OverviewThe Customer Service Agent is responsible for delivering exceptional customer service while actively promoting and selling the company's services. This role involves engaging with customers from diverse backgrounds to address their needs, resolve issues, and drive sales. The ideal candidate will possess a blend of sales skills and customer...


  • Mato Grosso, Brasil JoomPulse Tempo inteiro

    Joom Pulse is a data platform that provides analytics and recommendations for marketplace sellers. Its features allow you to review the most profitable products, know the estimated profit of buying directly from the supplier, discover the categories with the greatest growth potential, and explore profitable ways to expand your business. Joom Pulse helps make...


  • Mato Grosso, Brasil Silverspin Tempo inteiro

    **Position Overview**: **Key Responsibilities**: - Support our customers by providing a great customer experience aligned to our values - Provide proactive updates to customers where required, ensuring a great experience - Work with your team to highlight any issues causing our customers unnecessary challenges - Take ownership of the customers journey...


  • Mato Grosso, Brasil eCabs Tempo inteiro R$20.000 - R$40.000 por ano

    Who you are:You're a great communicator who is professional, empathetic, responsible and who exudes a positive attitude As a front-line-employee, the Customer Support Associate role is extremely important for improving the eCabs customer's journey and overall satisfaction.What you'll do:Answer incoming calls, resolving queries at first point of contact...


  • Mato Grosso, Brasil Magentrix Partner Management & Customer Management Tempo inteiro

    About Magentrix Magentrix is a Salesforce Experience Cloud alternative. It's a platform (PaaS) with two distinct offerings: one for partner management and engagement, and the other for customer management (aka partner portals and customer portals). Partner Management (PRM): Allows you to onboard & engage partners, share leads, manage opportunities, and close...


  • Mato Grosso, Brasil Magentrix Partner Management & Customer Management Tempo inteiro

    About Magentrix Magentrix is a Salesforce Experience Cloud alternative. It's a platform (PaaS) with two distinct offerings: one for partner management and engagement, and the other for customer management (aka partner portals and customer portals). Partner Management (PRM): Allows you to onboard & engage partners, share leads, manage opportunities, and close...


  • Mato Grosso, Brasil Wibit Consulting & Services (WibitCS) Tempo inteiro

    **Join a Leading Online Casino Gaming Company as a Dutch/Flemish-speaking Customer Support Representative** We are collaborating with a **top-tier Online Casino Gaming Company** that prides itself on delivering exceptional customer experiences. They are seeking a motivated **Customer Support Representative** fluent in **Dutch/Flemish** to join their team in...