-Job description:
Summary
As a Customer Experience Manager at a confidential FinTech company, you'll focus on enhancing customer interactions across their journey from onboarding to long-term engagement. Your role involves analyzing customer feedback, identifying areas for improvement, and working closely with Product and Customer Success teams to implement changes. Key qualifications include 2–5 years of experience in CX or similar roles, strong communication skills, and a curiosity for improving processes. Bonus points for familiarity with Intercom and experience in product-led environments. Perks include a remote-first work culture with a collaborative team environment.
Description
Remote-first · Europe · Customer Experience Team
HiCareer is supporting a confidential, product-led FinTech company in hiring a Customer Experience (CX) Manager. The company has around 60 employees across Europe and builds a digital financial platform that has grown primarily through product-led adoption. As the company starts working with larger customers, customer experience is becoming a more strategic focus.
This role is ideal for someone with a few years of experience who wants to work beyond reactive support and help shape customer journeys, insights and improvements.
What You’ll Work On
You’ll focus on improving how customers experience the product across the full lifecycle — from onboarding to long-term usage.
You’ll analyse customer journeys and feedback, identify friction points, and work closely with Product and Customer Success teams to turn insights into concrete improvements. Much of the day-to-day work happens in Intercom, where customer conversations, feedback and trends are reviewed and analysed.
You’ll collaborate closely with Product teams working in Notion and Linear, and with designers in Figma, ensuring customer insights are reflected in product decisions. You’ll also help define CX metrics, support initiatives to improve retention and satisfaction, and contribute to how customer experience is prioritised as the company moves toward more enterprise-oriented customers.
Who They’re Looking For
- 2–5 years experience in CX, Customer Success, Support or similar roles
- Strong interest in customer journeys and product experience
- Comfortable working with qualitative feedback and basic customer data
- Clear communicator who enjoys cross-functional collaboration
- Curious mindset and interest in improving processes and tools
Bonus experience
- Hands-on experience with Intercom
- Experience working in product-led SaaS or FinTech environments
Work Environment
- Remote-first team mainly across Europe
- Product-led culture with increasing enterprise focus
- Short decision paths and close collaboration
How to Apply
Apply via HiCareer and share a short example of how you’ve helped improve a customer experience.
Note: Due to high interest, individual replies are not guaranteed, but feel free to evaluate the match with our career assistant.
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HiCareer is a social career platform and hiring service, originally from Sweden (formerly DoubleCloud), that connects job seekers with tech/e-com roles and helps growing companies find top talent using data, matching, and community features. It offers personalized career navigation, mentorship, and job opportunities, focusing on innovative, often remote-first, European companies, simplifying the hiring process for both candidates and employers through its platform and expert support.