Customer Experience Manager (m/w/d)

marta connects caregivers from all over Europe to families who need help in caring for their loved ones. We have embarked on a journey to make elderly care more transparent, affordable, and reliable. While in the current market, there are up to six intermediaries involved in a single placement of a caregiver, four out of five placements fail due to errors.

Our matching platform provides a transparent marketplace where carers can find the assignment that actually works out for them.

The market today is still primarily analog and highly dysfunctional. Care is inadequate and caregivers often earn too little. Our goal is to bring transparency to this opaque market and empower caregivers to deal with their daily challenges with services that make their lives easier.

We address problems that every family with elderly relatives faces - by improving care through technology and giving patients the opportunity to age in dignity in their familiar environment.

As Customer Experience Manager (m/f/d) you will be working alongside the Head of Operations focusing on our Customer Satisfaction, scaling our Call Center, and Managing the Teams. This role will give you broad experience in decreasing customer touchpoints, increasing customer retention, and developing strategies to optimize KPIs such as call acceptance rate, customer satisfaction, and net promoter score.

Having just closed our Seed round, we re heavily expanding and looking for driven talent excited to join our mission. Our team is working on making elderly care more affordable, transparent, and reliable. Because we care. If you do too, come and join us!

Tasks

• You start every day by reviewing the funnel and analyzing data
• You own the most important task - customer satisfaction.
• You manage and build the customer onboarding and success team
• You manage processes to satisfy our customer base: User Onboarding, conversion, billing, retention
• You accompany the deployment of the care workers as a contact person for relatives of those in need of care and conduct satisfaction surveys
• You will work closely with the team members from different countries to ensure the optimal deployment of caregivers to families.
• You act as a sparring partner to team members in difficult situations
• You are mediator between family and caregiver in case of arising problems
• You provide constructive feedback based on your experience in order to continuously optimize internal processes and the customer experience
• You lead and review the meeting rhythm to continuously improve operational processes

Requirements

• You re outgoing and pragmatic
• Ideally, you already have some experience in customer management, sales development or business development
• You enjoy telephone communication and your friendly manner makes it easy for you to convince people looking for care about marta
• You have a winning mentality: you are willing to learn quickly, push things forward and go the extra mile for yourself and your team
• You have a very good command of written and spoken German and can also communicate in English

Benefits

• We take our mission seriously and your impact will be meaningful and fulfilling
• A small but international team of +50 people from nine different countries located in Berlin, Austria, Lithuania, Romania, and Poland
• Strong growth and learning opportunities
• Our office offers everything you need: From the newest equipment to the Gym, you can use it during your lunch break. Or whenever you like to use it.
• Free beer, Wine, Fruits, Fresh Orange Juice, (probably) the best coffee you ever had, cereals, Haribo, recurring team dinners, and a lot more.
• Hands-on experience in growing and scaling a greenfield project