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Customer Experience Manager

2 days, 11 hours ago
Philippines
Full-time
Senior
Customer Success
Customer and Technical Support
Apply Now
HelloFresh

HelloFresh

HelloFresh is a leading recipe kit delivery service that provides farm-fresh ingredients and chef-designed recipes for convenient and affordable meals, revolutionizing the way people eat.

Hotels, Restaurants & Leisure
10K-50K
Founded 2012
$276M raised
View All Jobs 52

Description

  • Deputise for the CX Lead and run the function independently when needed.
  • Identify recurring customer questions, pain points, and opportunities across social channels, inboxes, and reviews.
  • Own and deliver monthly CX reports with clear, actionable recommendations.
  • Monitor customer sentiment and provide early warnings on product, process, or reputation issues.
  • Lead improvement projects for tools and workflows, including automation pilots, macros, and FAQ refreshes.
  • Own the rollout of new CX tools, including testing, documentation, and team adoption.
  • Keep FAQs, help content, and macros accurate, clear, and up to date.
  • Reduce repetitive support work by identifying and implementing process improvements and automation.
  • Review AI-assisted outputs to ensure they are accurate, contextualized, and fit for purpose before sharing or escalation.
  • Own customer-facing communications related to stock or logistics issues and coordinate with Operations on messaging.
  • Share customer insights with other departments and champion the voice of the customer in planning and reviews.
  • Work with outsourced CX partners and BPOs to maintain quality and alignment.

Requirements

  • 4–6 years of experience in a customer experience role.
  • Meaningful experience in a scaling DTC or ecommerce business where processes were being built rather than inherited.
  • Proven ability to lead a function independently as a deputy or senior individual contributor.
  • Excellent written communication skills with the ability to adapt tone across platforms and audiences.
  • Experience with customer support platforms such as Gorgias, Zendesk, or Freshdesk.
  • Ability to turn customer insights into clear, well-contextualized reports with actionable recommendations.
  • Strong organizational skills and the ability to manage multiple projects without losing quality.
  • Analytical mindset with the ability to track and interpret CX metrics such as CSAT, response time, sentiment, and review volume.
  • Experience working with outsourced CX partners or BPOs.
  • Experience engaging customers on review platforms.
  • Experience implementing automation and AI tooling.
  • Customer-obsessed mindset with a proactive, ownership-driven approach.
  • Comfort making independent judgment calls in a lean, fast-moving team.
  • Detail-oriented with the ability to connect insights across channels.
  • Excitement about sustainability and alignment with the company mission.

Benefits

  • Competitive compensation with a long service anniversary bonus.
  • Mental health support and HMO medical coverage.
  • Generous leave benefits and life insurance for you and your family.
  • Annual learning and development budget.
  • Access to the 360 Learning platform.
  • Work-from-home setup with equipment pickup at the BGC office.
  • Opportunity to join a rapidly growing global BPO company with diverse international teams.
  • Supportive work-life balance and personal well-being focus.

Interested in this position?

Apply directly on the company website

Apply Now

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