Customer Experience Manager

TL;DR

Customer Experience Manager: Owning the entire customer experience across a portfolio of consumer mobile apps with an accent on handling tough conversations, making judgment calls, and improving workflows. Focus on connecting user pain into clear product and engineering signals and ensuring customer reality grounds day-to-day decisions.

Location: Fully remote, but must be based somewhere in Europe.

Company

hirify.global scales indie mobile products into global powerhouses, with over 80 million downloads and 20 million monthly active users, redefining mobile growth.

What you will do

• Own the entire customer support experience across all applications end-to-end.
• Handle customer conversations directly, including emotional and high-stakes situations.
• Connect recurring patterns from tickets and turn user pain into clear product and engineering signals.
• Represent the user internally and push for necessary fixes with context and persistence.
• Improve existing workflows, responses, and create simple FAQs, playbooks, and guidelines.
• Work closely with Product, Engineering, Monetisation, and Leadership teams.
• Raise the bar for Customer Experience by building trust with users.

Requirements

• Solid experience in customer support and Customer Experience within a consumer tech company, ideally with mobile apps.
• Comfortable owning customer issues end-to-end and being accountable for outcomes.
• Exceptional written communication that is clear, human, and precise.
• Strong judgment under pressure to make decisions without perfect information.
• Comfortable working across multiple products with different users and expectations.
• Ability to separate signal from noise in user feedback and explain its importance.
• Comfortable working without a proven playbook and can lead its creation over time.
• Calm and confident handling difficult conversations, upset users, and complaints.
• Bias for action and ownership, not waiting for instructions when something is broken.

Nice to have

• Practical use of AI to work faster and better (automations, agents, workflows).
• Care for consumer products and understanding how people use them.
• Experience working with Gen Z and understanding their expectations.

Culture & Benefits

• Flexible hours and unlimited time off.
• Ability to work from anywhere (within Europe).
• Culture rooted in ownership, momentum, creativity, speed, and results.
• Emphasis on systematic problem-solving and smart work.
• Team of entrepreneurs, product thinkers, marketing experts, and builders.
• Commitment to diversity and inclusion with reasonable adjustments for applicants.

Hiring process

• Talent call (30-45 mins): Discuss motivation, experience, and values alignment.
• Support execution (1 hour): Real support scenarios with the current role owner.
• Customer scenario deep dive (1 hour): Judgment, decision-making, and trust under pressure with VP of Product.