Customer Experience Manager

Who are we looking for?

We are looking for a customer experience manager that will be the connection between our customer happiness team and the product team, always aiming to build the best products for our users. Do you have a passion for language, building digital products & are customer centric? Then keep reading!

What you will do

• Work full time (38.5 h/w) with a passionate, motivated and super international team
• Work closely together with our customer support as well as our product team
• Know all our products by heart as well as our competitors to help building meaningful products with a seamless customer experiences and long-term success
• Build and maintain direct relationships with customers by doing surveys, interviews, customer development, workshops, manage beta tester and more
• Spend around 20% of your time inside the customer support team to be able to represent the voice of our customers by reporting issues and user pain points to the other teams
• Together with our data analyst, you can cover the qualitative and quantitative data points to answer any kind of questions
• Be hands-on in reporting, collecting, analyzing and interpreting customer interactions data to identify requirements and information with a goal of optimizing customer experience
• Build and maintain language guides on how the company should communicate with our users/customers
• Give and receive constructive feedback and foster an environment for constant improvement

Your bag of tricks

• You have 1-2 years of experience as CX manager or in a similar role.
• You are tech and data savvy with a passion for mobile & web technology and strong interest in photo/printing/blogging apps
• You have experience with direct customer contact (either through a customer support job or similar roles) where you learned to put the customer first, are service-oriented and you genuinely want to make our customers happy
• Communication/Language is one of your biggest strengths, you have empathetic writing skills, you are outgoing and you care about good grammar & spelling
• You can write & speak German and English fluently
• You have experience with CX Methods (eg. Design Thinking or Customer Journey Mapping) and words like CSAT, NPS, CES, churn/retention rate and sentiment analysis all sound like music to your ears
• Proactive and independent working with a hands-on mentality are some of your key qualities
• Experience working with tools such as: SurveyMonkey, Amplitude, Confluence, Asana (or similar)
• Ability to collaborate with interdisciplinary teams in an agile setting
• You are constantly learning, don’t shy away to give and receive feedback, criticize respectfully, you are self-motivated, hungry to succeed and ready to challenge the status quo
• You are able to relocate to / based in Vienna – the world’s most liveable city!
• You are an EU-citizen or have a valid working permit for Austria

Nice to have (but not required!)

• Experience with market research techniques, customer development etc.
• You speak Italian, French, Dutch or a Scandinavian language

What we offer

A happy team makes for a happy workplace. We wouldn’t be able to do what we are doing without our team and that’s why we offer:

• A fair annual gross salary in accordance with the Collective Agreement, starting from €40,600. Our final offer depends on your experience and qualifications amongst other factors.
• A bunch of awesome social benefits (incl. public transport card, pension fund, in-house yoga and German classes, access to premium language learning app)
• Daily lunch vouchers and a fully functional kitchen in our office with access to healthy and organic foods (cornflakes, fresh fruit, yoghurt, Italian portafilter coffee and a huge range of teas)
• 25 vacation days per year plus get up to 5 extra holidays per year (1 extra day for each additional working anniversary at Journi)
• €2,000 personal development budget per year per employee
• Team activities – annual team trip, get-togethers and digital events
• Work in a fun, bright and award-winning office – built by the Journi Team! Including ping-pong and foosball to blow off steam
• High-end computer (Mac) set-up and tools that will make you enjoy getting your work done
• Flexible working hours (with core hours: 10am-4pm Mo-Th; and 10am-2pm on Fr)
• Hybrid working model with 40% home office days
• Opportunity to join a growing team, gain valuable insight into a successful startup and boost your career

Apply now!

As our team is based in Vienna we can only accept applications from candidates already based in or willing to relocate to Vienna. We are happy to support relocation for the right candidate by providing accommodation for your first weeks here and covering your visa process. We have also gathered loads of tips to help guide you through local city life.

Make sure to include your CV and any links to past projects you’d like to share. Surprise us with something cool and unusual (all things allowed) and complete the first level of our hiring process. See you at level 2!