Customer Experience Manager (Tech Support) - EMEA Job at SourceWhale (London)

Technical Support Agent EMEA

Our Support Team plays a critical role in the daily life of our customers. We cu...

Location

France , Paris

Salary:

Not provided

360Learning

Expiration Date

Until further notice

Requirements

3+ years experience within tech support function role, preferably in B2B Saas environment
Bachelor’s degree in Information Technology, Computer Science, or a related field
Passion for learning and ability to take complex technical information and turn it into engaging, easy-to-understand instructions with a client centricity mindset
Master an array of troubleshooting tools and concepts
Problem solving skills and an investigator mindset
Ability to work under pressure and adapt to a fast-changing environment (multitasking, prioritization…)
Basic knowledge of SQL for querying databases and resolving data-related issues
Experience with ticketing systems (e.g Zendesk), monitoring service applications (e.g Datadog) and basic understanding of HTTP APIs
Fluent French & English (US/UK)

Job Responsibility

Answer all queries from French and English customers by email
Work in full autonomy
Answer to written requests from clients (50% of the time)
Guarantee customer satisfaction and respect of our KPIs and SLAs
Get to know our product and all its features inside out
Work autonomously to identify and document bugs and have them solved by the R&D team
Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)
Start handling our most valuable customers by becoming a dedicated agent for some of them
Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
Become a subject-matter expert and treat escalations from your team members

What we offer

Package includes base salary, a variable component and equity
Work From Home stipend
RTT
Lunch vouchers
Medical insurance
Gym subscription
1 month parental leave for the second parent
Flexible hours
Full remote work possible anywhere in France
Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity

Fulltime

Technical Support Agent EMEA

Our Support Team plays a critical role in the daily life of our customers. We cu...

Location

Spain

Salary:

Not provided

360Learning

Expiration Date

Until further notice

Requirements

3+ years experience within tech support function role, preferably in B2B Saas environment or bachelor’s degree in Information Technology, Computer Science, or a related field
Passion for learning and an ability to take complex technical information and turn it into engaging, easy-to-understand instructions with a client centricity mindset
Master an array of troubleshooting tools and concepts
Problem solving skills and an investigator mindset
Able to work under pressure and adapt to a fast-changing environment (multitasking, prioritization…)
Basic knowledge of SQL for querying databases and resolving data-related issues
Experience with ticketing systems (e.g Zendesk), monitoring service applications (e.g Datadog) and basic understanding of HTTP APIs
Fluent French & English (US/UK)

Job Responsibility

Answer all queries from our French and English customers by email
Work in full autonomy
Answer to written requests from clients
Guarantee customer satisfaction and respect of our KPIs and SLAs
Get to know our product and all its features inside out
Work autonomously to identify and document bugs and have them solved by the R&D team
Contribute to the improvement of the support brought to our customers (escalation process, crisis management, improvement of the ticketing process, interfaces with other 360Learning teams...)
Start handling our most valuable customers by becoming a dedicated agent for some of them
Contribute to the scaling of the team by assisting your coach on the recruitments & helping new joiners during their first months in the team
Become a subject-matter expert and treat escalations from your team members

What we offer

Work From Home allowance
Social security
Health insurance
Unemployment insurance
Common contingency
Salary guarantee fund
Flexible hours
Total work from home possible anywhere in Spain
Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity

Fulltime

Manager, Pricing, Promotion and Yield Management

This key role in the Disney+ commercial team is responsible for the profitable i...

Location

United Kingdom , London

Salary:

Not provided

Disney

Expiration Date

Until further notice

Requirements

6+ years of relevant experience in pricing, promotion and yield management within direct-to-consumer retail, tech and/or ecommerce environments
Experience working cross-functionally to plan and orchestrate price implementation and cohort monetisation & retention strategies at scale across product, strategy, finance, data and commercial teams
Advanced data skills including Excel modelling skills with ability to build financial/ subscription models, and tackle broader analytical analyses in Excel is critical
Excellent communication skills, both verbal and written, with the ability to craft compelling PowerPoint presentations that distil complex concepts into clear, structured outputs
Very strong work ethic, ability to multi-task, prioritize, and resolve an array of issues simultaneously
Ability to work well in teams, both within the group and with other business units
Demonstrable track record of delivery and ability to support and execute projects to an extremely high standard and to tight deadlines
Experience working in fast moving environments. Capable of working on different projects in parallel, and of being agile around changing needs whilst meeting project deadlines
Advanced knowledge of cohort analysis, ideally in a high-growth DTC subscription business or consumer tech business with a role focused on retention
Advanced knowledge of modelling price and promotion scenarios for subscription businesses

Job Responsibility

Lead the development of price implementation roadmaps across EMEA markets (e.g. plan and manage price rollout calendars and RACI for implementation)
Support strategic planning and cross-functional execution of price increases, ensuring alignment across teams and successful delivery
Manage the ongoing monitoring of price changes, deliver price performance reports and identify learnings to feed into future implementations
Collaborate with Finance, Analytics and Trading on measuring price rise profitability across customer cohorts, and feeding these learnings into future strategies
Manage customer base and cohort analysis to identify cohorts for monetization and retention. Develop and monitor strategies, and feed findings into future strategies and planning
Partner with different teams to ensure availability of the required insight and tools, developing a prioritized roadmap with: Analytics for cohort analysis and price rise impact measurement/ monitoring
Consumer research for price, promotion and value-specific insights
BD and Analytics to deepen competitor price and promo intelligence
Finance for revenue, ARPU and LTV metrics
Inform the long-range plans to develop an optimized price and promotion strategy for EMEA markets, bringing a sophisticated data-driven approach that triangulates insights from multiple sources

What we offer

25 days annual leave
Private medical insurance & dental care
Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free
Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing
Disney+ Subscription
Excellent parental and guardian leave
Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, our new disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST

Fulltime

New

Senior Program Manager, Courier Experience and Support Operations

At Uber, providing excellent customer support to our users is a core feature of ...

Location

Netherlands , Amsterdam

Salary:

Not provided

Uber

Expiration Date

Until further notice

Requirements

At least 5+ years’ relevant experience: in Customer Experience, Program Management, Operations, or Support Enablement, preferably in a fast-paced, tech-driven environment
Data-driven and analytical approach: you can turn raw data into a clear analysis and utilise numbers to tell a story or build a strategy. You know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way. Advanced proficiency in Excel/Google Sheets
Strong working knowledge of performance metrics: you’ve used data to guide strategy, prioritise roadmaps, and assess results
Self-starter & program manager: you can structure a project from scratch, understanding the challenges and opportunities with limited leadership direction, and you are cool and calm under pressure
Excellent stakeholder management & teamwork: you build trusted and strong working relationships with cross-functional stakeholders. You can work as part of a small, lean team, as a key contributor, and you work well with everyone around you to achieve great results
Balance of strategic vision and operational rigour: you're equally comfortable with long-term planning and rapid execution
Natural problem-solver: you’re naturally curious, show analytical and critical thinking and are resilient in navigating ambiguity or competing priorities. You have a proven ability to lead complex, cross-functional initiatives that deliver measurable impact at scale
Strong communicator and influencer: with a knack for simplifying complexity, aligning teams with confidence and empathy towards a common goal, bonus points if you have experience presenting data and insights to senior audiences to obtain buy-in

Job Responsibility

Design & execute high-impact, cross-functional initiatives that define the courier support experience, optimising automated, self-service and/or agent-driven channels, improving quality, efficiency and experience
Identify and prioritise the most impactful opportunities within a broad set of potential initiatives, using data, customer insights, and operational metrics to focus resources where they matter most
Project manage key regional and cross-functional initiatives - you’ll be the go-to person for Courier experience enhancements, premium support models, and new product launches, across existing and yet-to-be-launched markets
Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement identification
Collaborate with Ops, Risk, Tech, and CX teams across EMEA and other mega regions to design, launch and iterate on support initiatives and products that balance business impact and customer satisfaction
Navigate a complex, matrixed environment to influence cross-functional, global, and regional stakeholders
building alignment, resolving competing priorities,s and driving execution on key Courier Operations initiatives
Test, measure and scale initiatives and projects, taking a strategic lens to determine where and how launches should take place
Be the voice and advocate for Couriers within the organisation and promote a customer-centric culture
Build a scalable governance model that connects regional operations with global strategy, ensuring consistent standards, data-driven decisions, and effective cross-functional collaboration

Principal Revenue Strategy and Operations Manager

The Principal Revenue Strategy and Operations Manager is responsible for optimiz...

Location

United Kingdom

Salary:

Not provided

Bloomreach

Expiration Date

Until further notice

Requirements

8+ years of experience in Revenue Operations, GTM Strategy, Management Consulting, or related functions at high-growth SaaS or enterprise tech companies
Proven ability to lead complex cross-functional initiatives with measurable business impact
Strong analytical and problem-solving skills with proficiency in data visualization and dashboarding tools (e.g., Tableau, Looker)
Excellent communication and storytelling abilities with experience presenting to executive audiences
Deep understanding of sales and marketing processes, systems (e.g., Salesforce, Clari), and GTM metrics
Experience supporting EMEA and/or APAC markets strongly preferred
Bachelor’s degree required
MBA or equivalent advanced degree a plus

Job Responsibility

Analyze complex information—both quantitative and qualitative—to guide our Go-To-Market (GTM) strategy and exceed revenue targets
Support the design and execution of sales processes, territory models, and capacity planning
Partner with Sales leadership on quota setting, compensation plan design, and performance management
Define and optimize onboarding, adoption, renewal, and expansion workflows
Partner with CS leadership to improve retention, NRR, churn reduction, and time-to-value
Support the design and roll-out of playbooks for customer engagement, renewals, and risk management
Ensure a consistent, high-quality customer experience across the lifecycle
Manage and develop a team of revenue and customer operations professionals
Act as a strategic partner to Sales, Marketing, CS, Finance, and Product leadership
Lead change management for new processes, tools, and operating models

What we offer

A great deal of freedom and trust
We believe in flexible working hours
We work virtual-first with several Bloomreach Hubs available across three continents
We organize company events
We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer
People Development Program
Resident communication coach
Leader Development Program
$1,500 professional education budget on an annual basis
Employee Assistance Program

Director of Customer Success

We’re looking for a Director of Customer Success, International to join our grow...

Location

Ireland , Dublin

Salary:

Not provided

Supermetrics

Expiration Date

Until further notice

Requirements

8+ years in Customer Success or related leadership roles, including international team management
Significant MarTech or SaaS domain expertise, ideally working with marketing leaders
Skilled in change management and leading organizations through scale
Strong operational chops, with experience building scalable processes and evaluating/implementing CS tooling
Cultural intelligence and the ability to lead across geographies, languages, and time zones
Executive presence, storytelling skills, and a collaborative leadership style
Passion for the customer experience. You are interested in building something truly differentiated

Job Responsibility

Lead and grow regional CS teams across EMEA, LATAM, and JAPAC
Drive regionalization strategies for adoption, growth, and advocacy
Act as a trusted deputy to the Global CS Leader, shaping international strategy and executive-level insights
Partner with Sales, Marketing, Product, and Support to align local execution with global strategy
Champion the voice of the customer and design a truly differentiated customer experience
Prepare the org for scale by leading change management of the expansion of our CS tech stack (new tooling planned for 2026)

What we offer

Competitive compensation package, including equity
Great work equipment, and home office allowance for those working in our fully remote locations
Health care benefit and leisure time insurance
Annual 1000 euros of personal learning budget
Sports and wellbeing allowance

Fulltime

Mid-Market Account Executive

Bitwarden is expanding its sales footprint and is looking for a Mid-Market Accou...

Location

Salary:

Not provided

Bitwarden

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent work experience
4-8 years of outside high-tech IT sales experience
Experience at a high growth startup company is desirable
A proven track-record of driving continued partner growth and revenue
Knowledge and strong relationships with SMB and SME focused resellers and MSP partners within a multistate region
Ability to drive influence and build effective relationships with decision makers across all levels of partner organizations
Motivated and focused self-starter with strong leadership skills who can multitask, work independently or within a team
Exceptional communication skills including listening, writing and public speaking
Can work in a fast paced, start-up environment
An avid channel leader who knows how to teach, enable and motivate partners to find and close business

Job Responsibility

Effective prospecting and lead management building a 3-5X pipeline within your territory
Predominant focus on closing business in companies with between 51 and 1000 employees
Managing and reporting a sales pipeline within our CRM, bringing the visibility of the revenue accurately, quarterly
Territory planning and any sales support required
Focus on activities and opportunities delivering short term and long-term revenue
Effective and regular networking to attract and influence Partner sales and grow our Partner relationships
Use your existing relationships to recruit and onboarding new partners, get them to agree to engage in proactive demand generation activities
Maintain a regional partner plan mapping partner strengths (customer relationships, vertical focus, technology specialty) to accounts and target opportunities
Track and manage lead flow both inbound and outbound between partners and the Bitwarden Sales team. Proactively communicate with Bitwarden sales leaders on the channel pipeline and forecast
Work closely with marketing to deliver marketing events/programs/campaigns that create interest and awareness among partners’ customers. Build and execute joint partner business plans with measurable success

What we offer

Our user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our friends and family to the world’s largest organizations
Become an expert. You’ll get immersed in the prominent technology markets of security and open source software
We are dedicated to building a diverse and talented team. Work remotely with motivated and supportive team members across the world
Learn and grow. Take on new challenges with the support of your team, and join our #growth-club to continue personal and professional development

Fulltime

Senior Revenue Operations Manager

Elevate your career here at New Relic, where you'll make a significant impact as...

Location

Ireland , Dublin

Salary:

Not provided

New Relic

Expiration Date

Until further notice

Requirements

Extensive Operations Experience: Deep background in sales or revenue operations, specifically supporting Enterprise or Strategic customer segments in the technology sector
Scale & Complexity: Proven experience managing a complex book of business in excess of $200M+ in revenue
Strategic Data Storytelling: Advanced numerical literacy with the proven ability to influence Executive Sales Leaders (Strategic Account Directors and VPs) by translating complex data sets into a clear strategic narrative
Quantitative & Statistical Rigor: Demonstrated expertise in applying advanced statistical models to forecasting cadence, moving beyond intuition to provide data-backed predictive accuracy for high-value Enterprise deals
Analytical Execution & Integrity: A meticulous approach to maintaining the mathematical integrity of KPIs and architecting complex financial/operational models that track consumption trends and churn
SaaS & Consumption Acumen: Deep familiarity with Consumption and SaaS go-to-market models, particularly "LAER" strategies, and the mathematical drivers behind them (e.g., NRR, CAC, and LTV)
Strategic Fiscal Planning: Hands-on experience in the mathematical architecture of territory design, equitable quota setting, and complex international commission splits
Technical Proficiency: High proficiency in leading GTM Tech Stack tooling, including Salesforce and Tableau, with the ability to navigate the full lead-to-cash journey
Cross-Functional Influence: Demonstrated skill in complex analysis and influencing cross-functional teams such as Finance, Legal, and Deal Desk to streamline high-stakes account management

Job Responsibility

Strategic Business Partnering & Forecast Rigour: Drive the weekly, monthly, and quarterly forecasting cadence specifically for the Strategic and Enterprise business units
ensure accuracy in predicting closure of complex, high-value deals
Partner with Sales Leadership to conduct deep-dive pipeline analysis, identifying risks in opportunities, advising on deal health and providing cross-functional counsel
Apply advanced statistical rigor to the weekly and quarterly forecasting cadence, moving beyond intuition to provide data-backed predictions for high-value Enterprise deals
Conduct deep-dive analyses on forecast-to-actual variances to identify systemic risks and improve the overall predictability of the book of business
Lead the preparation and execution of Quarterly Business Reviews (QBRs) for the sectors, presenting actionable insights to executive leadership
Enterprise Deal Strategy & Operational Excellence: Act as a trusted advisor on large deal structures, collaborating with Legal, Finance, and Deal Desk to streamline non-standard approvals and complex contracting processes
Analyze whitespace and penetration within Strategic & Enterprise accounts to support Account Executives in maximizing revenue potential
Ensure effective governance and compliance within the Enterprise deal cycle while maintaining sales velocity
Data, Systems, and Advanced Analytics: Standardize and optimize CRM processes specifically for Enterprise selling motions (e.g., multi-stakeholder mapping, complex buying centers)

What we offer

Fostering a diverse, welcoming and inclusive environment
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model
This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid

Customer Experience Manager (Tech Support) - EMEA

SourceWhale

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 03, 2026

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