Customer Experience Manager

HRS Group

Customer Experience Manager improving PAY customer journey for HRS, resolving customer inquiries and enhancing user satisfaction through expertise and cross-team collaboration.

Posted 5/5/2026full-timeRemote • 🇩🇪 GermanyJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Resolve complex support cases requiring specialized PAY product knowledge and technical expertise across all PAY products
Provide guidance & troubleshooting on complex customer scenarios to all stakeholders involved in E2E Journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams or Sales) ensuring timely and effective solutions
Identify and escalate critical issues to the appropriate team and leadership to mobilize resources
Participate in customers calls requiring in-depth PAY expertise, contributing to the customer success alongside other teams
Build collective expertise through knowledge sharing & best practices across the CXM team
Partner with cross functional teams to foster a culture of continuous learning, making available up to date documentation
Conduct train-the-trainer sessions that build internal capabilities and ensure consistent support quality
Actively drive measurable impact on the team KPIs and customers satisfaction metrics via continuous performance enhancement
Use insights from customers interactions and data analysis to uncover the root causes of recurrent issues and develop actionable recommendations
Contribute to optimizing issues resolution workflows and the overall PAY Customer journey

Requirements

What you’ll need

Several proven years of professional experience in Customer Experience, Customer Success, or related fields within B2B environments.
Exposure to the payments industry and Enterprise customers management; ideally in travel or fintech.
Customer-centric mindset with passion for delivering exceptional service.
Strong analytical and problem-solving abilities with a data-driven approach.
Excellent communication and stakeholder management skills, first experience in conducting internal trainings.
Experience in working within a matrix organization and cross-functional collaboration.
Ability to prioritize effectively and thrive in fast-paced, dynamic environment with continuously evolving products and solutions.
Experienced in working in virtual, high-performing teams.
Structured, detailed oriented working style with strong organizational skills.
Fluency in German and English, spoken and written, additional language such as Italian or French is a plus.

Benefits

Comp & perks

attractive remuneration in line with the market
fixed monthly salary
all necessary work equipment
mobility
annual or multi-year bonus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

PAY product knowledgedata analysistroubleshootingcustomer experiencecustomer successissue resolution workflowsperformance enhancementtrain-the-trainerstakeholder managementmatrix organization

Soft Skills

customer-centric mindsetanalytical abilitiesproblem-solvingcommunication skillsorganizational skillscollaborationprioritizationadaptabilityattention to detailcontinuous learning