Digital Customer Experience Manager

Overview

In this role you will shape EcoOnline’s digital customer support experience, driving multi-channel engagement, AI-assisted self-service, and rapid access to experts. You’ll collaborate with product, IT and operations to optimise journeys, measure satisfaction, and implement data-driven improvements. The role sits at the intersection of customer success and operations, enabling scalable, high-quality support across regions and products. This is a chance to contribute to a mission-driven, growth-focused tech company and help millions of customers.

Pay / Benefits

• Generous Paid Time Off
• Extended Parental Leave
• Robust Health Coverage
• Accelerated Learning Paths
• Team Wellness Initiatives
• Company-wide Events

Responsibilities

• Lead implementation and optimisation of chat and digital support channels
• Introduce AI-enabled capabilities to improve self-service and routing
• Identify opportunities to improve customer journeys across digital touchpoints
• Design and deploy CSAT surveys and feedback mechanisms
• Analyse feedback and channel performance to spot improvements
• Own day-to-day optimisation of digital channels and self-service experiences
• Collaborate with Support Operations and Knowledge Manager to improve content and processes
• Use data-driven insights to prioritise enhancements and measure success
• Partner with Support Operations, IT, Business Applications, Product and Customer Success teams
• Coordinate delivery across stakeholders and suppliers
• Provide progress updates and recommendations to Support leadership
• Support administration and optimisation of digital engagement tools
• Ensure integration between support platforms and CX technologies
• Contribute to technology selection, testing and implementation as needed

Key requirements

• 3-5+ years in Customer Experience, Digital Customer Support, or related role
• Experience delivering digital customer engagement in SaaS, technology, or customer support environments
• Experience implementing CSAT, NPS, or Voice of Customer initiatives
• Degree level qualification preferred, or equivalent practical experience
• Strong stakeholder management and influencing skills
• Ability to lead initiatives through collaboration and influence rather than direct authority
• Experience working across multiple teams and functions
• Experience with CRM and customer engagement platforms
• Understanding of omnichannel support environments
• Experience with Salesforce, Amazon Connect, Intercom or similar platforms
• Comfortable working with reporting, analytics and customer experience data

• stakeholder management
• influencing and collaboration
• cross-functional teamwork
• CRM and customer engagement platforms
• omnichannel support
• Salesforce

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