Role Description We are looking for a Senior Customer Experience Operations Manager to build and optimize the systems, processes, and insights that power our customer experience function. You will shape how customers move through the journey, reduce friction, and ensure our teams have the tools, data, and workflows needed to deliver exceptional experiences at scale. This role blends operations, analytics, and strategic problem-solving and is ideal for someone who is passionate about improving processes, enabling teams, and championing the voice of the customer. What You'll Do - Customer Journey & Process Optimization - Map and maintain the customer journey across all touchpoints to identify friction points and improvement opportunities. - Design, standardize, and continuously refine processes, SOPs, and playbooks to increase consistency and efficiency. - Lead initiatives that streamline workflows, eliminate bottlenecks, and reduce customer effort. - Implement automation, integrations, and self-service solutions that enhance speed and scalability. - Customer Feedback & Continuous Improvement - Build a structured system to collect, organize, and analyze customer feedback from surveys, support interactions, product usage, and other channels. - Partner with Product, Engineering, and cross-functional teams to turn insights into actionable improvements. - Maintain a closed-loop feedback process—tracking issues, implementing solutions, and measuring impact. - Promote a culture of continuous improvement and customer centricity across the organization. - Data, Reporting & Performance Insights - Define, track, and report on key CX metrics (e.g., CSAT, NPS, CES, SLAs, churn/retention, FCR). - Build dashboards that provide visibility into performance and support data-driven decision-making. - Analyze trends and root causes to guide strategic improvements in the customer journey and support model. - Ensure data integrity and record ownership across tools, systems, and channels. - Technology & Tools Management - Own the CX tech stack and CX needs and processes within the broader GTM tech stack (e.g. Salesforce, SalesLoft, Matik, ChurnZero). - Partner with broader Sales Ops and IT to bring needs to life. - Coordinate with enablement teams to train users and ensure adoption of new tools and workflows. - Evaluate, implement, and optimize tools to improve operational efficiency and customer experience. - Ensure systems are scalable, reliable, and aligned with CX operational needs. - Cross-Functional Collaboration - Work closely with Product, Engineering, Sales, Marketing, and Operations to ensure CX is integrated into company-wide planning and decision-making. - Advocate for customer needs and ensure the “voice of the customer” informs product and policy decisions. - Team Enablement & Quality Assurance - Develop training materials, SOPs, and knowledge resources that empower CX teams. - Collaborate with Training & Enablement teams to facilitate the onboarding of new team members, ensuring they have the tools and knowledge needed to excel. Qualifications - Proven experience mapping customer journeys and improving processes. - Strong analytical skills with experience building dashboards and working with CX data. - Hands-on experience with CX tools (e.g., Zendesk, SalesForce, ChurnZero, Intercom, Gainsight, or similar). - Strong cross-functional communication and stakeholder management skills. - Ability to lead and execute projects from concept through implementation with measurable outcomes. Requirements - Experience implementing automation, routing, or workflow optimization. - Familiarity with customer feedback systems and closed-loop processes. - Experience with SQL or BI tools (Sigma, Tableau, Power BI). - Background in a high-growth SaaS, e-commerce, or service-driven environment. Benefits - The salary range for this position is $98,000 – $182,000 per year. - Employees may also be eligible to participate in a company bonus or commission plan. - Comprehensive benefits package, including medical, dental, and vision coverage. - Unlimited paid time off. - Participation in the company’s 401(k) plan with employer contribution. What Success Looks Like - Streamlined processes and reduced friction across the customer journey. - Improved CX metrics (CSAT, NPS, CES), increased efficiency, and better SLA performance. - A reliable feedback system that drives meaningful product and service improvements. - Increased cross-functional alignment and shared ownership of the customer experience. - Highly enabled CX teams who have the tools, training, and insights needed to excel. - Scalable, well-governed CX systems and workflows that support company growth.

Role Description Are you obsessed with online shopping? Do you know the feeling of pure joy when a cardboard box filled with fresh shoes, streetwear, and style upgrades arrives at your doorstep? We are looking for Danish-speaking Customer Support Heroes to join our team in beautiful Greece (Athens or completely remote from anywhere in the country—even a balcony in Chania!). You will be representing Europe’s largest and most iconic online fashion and lifestyle retailer. Your daily playground includes handling the top "contact drivers": - The Parcel Detective: Tracking down missing packages and keeping customers updated. - The Returns Guide: Helping customers smoothly navigate the return process when those sneakers didn’t quite fit. - The Wardrobe Fixer: Handling article reclamations and quality questions like a pro. - The Deal Maker: Helping delighted shoppers apply price discounts and promos. We aren't looking for retail robots. We want empathetic, tech-savvy communicators who love to help people! Qualifications - Linguistic Flair: C1-level fluency in written and spoken Danish. - Global Collaborator: A B2 level of English (perfect for your initial training phase). - Tech Savvy: Advanced digital and PC knowledge to seamlessly multi-task between chats and systems. - Background: No specific experience required! If you have a background in retail or e-commerce, that's an asset—but we will teach you everything you need to know. - Flexibility: Ready to tackle 1-2 weekend shifts per month and thrive during major retail peaks like Black Friday and Christmas. Benefits - Work Your Way: Enjoy a hybrid working model or work 100% remotely from anywhere in Greece (including a special offer for the beautiful island of Crete!). - The Ultimate Headstart: A detailed, paid 8-week learning curve and training period (plus a 4-day nesting phase) to build your confidence and make you a true expert. - The Red Carpet Relocation: Moving from Denmark? We’ve got you covered with flight tickets, initial accommodation, and full support setting up your new life in Greece. - More Money in Your Pocket: A highly competitive salary, plus 14 payments per year (yes, two extra months of salary just for enjoying the Greek sun!). - Growth & Community: Join a diverse, international team of 60+ wonderful colleagues (split into cozy, supportive teams of 15-20).

Role Description Are you obsessed with online shopping? Do you know the feeling of pure joy when a cardboard box filled with fresh shoes, streetwear, and style upgrades arrives at your doorstep? We are looking for Danish-speaking Customer Support Heroes to join our team in beautiful Greece (Athens or completely remote from anywhere in the country—even a balcony in Chania!). You will be representing Europe’s largest and most iconic online fashion and lifestyle retailer. Your daily playground includes handling the top "contact drivers": - The Parcel Detective: Tracking down missing packages and keeping customers updated. - The Returns Guide: Helping customers smoothly navigate the return process when those sneakers didn’t quite fit. - The Wardrobe Fixer: Handling article reclamations and quality questions like a pro. - The Deal Maker: Helping delighted shoppers apply price discounts and promos. We aren't looking for retail robots. We want empathetic, tech-savvy communicators who love to help people! Qualifications - Linguistic Flair: C1-level fluency in written and spoken Danish. - Global Collaborator: A B2 level of English (perfect for your initial training phase). - Tech Savvy: Advanced digital and PC knowledge to seamlessly multi-task between chats and systems. - Background: No specific experience required! If you have a background in retail or e-commerce, that's an asset—but we will teach you everything you need to know. - Flexibility: Ready to tackle 1-2 weekend shifts per month and thrive during major retail peaks like Black Friday and Christmas. Benefits - Work Your Way: Enjoy a hybrid working model or work 100% remotely from anywhere in Greece (including a special offer for the beautiful island of Crete!). - The Ultimate Headstart: A detailed, paid 8-week learning curve and training period (plus a 4-day nesting phase) to build your confidence and make you a true expert. - The Red Carpet Relocation: Moving from Denmark? We’ve got you covered with flight tickets, initial accommodation, and full support setting up your new life in Greece. - More Money in Your Pocket: A highly competitive salary, plus 14 payments per year (yes, two extra months of salary just for enjoying the Greek sun!). - Growth & Community: Join a diverse, international team of 60+ wonderful colleagues (split into cozy, supportive teams of 15-20).

• Answer incoming phone calls from the patient and answer their inquiries • Call back patients who have left voicemail messages • Respond to patient email requests • Other requirements as needed.