Customer Experience Project Manager - Remote

Overview

The Customer Experience Project Manager will be responsible for managing and optimizing the Intercom tool, as well as overseeing strategic projects related to operations, customer experience, and satisfaction.

In Short

• Manage and optimize the Intercom tool.
• Collaborate with OPS/Data teams for data management.
• Enhance customer service methods and tools.
• Provide excellent support to Didask clients.
• Develop strategies for automation and workflow management.
• Ensure compliance with CNIL & GDPR regulations.
• Train teams for effective tool usage.
• Implement performance indicators and dashboards.
• Maintain internal documentation and conduct user training.
• Support clients via Intercom and improve processes.

Requirements

• Autonomy, proactivity, and pragmatism.
• Positive communication skills, both oral and written.
• Experience in CRM or CX project management.
• Expertise in Intercom or AI-powered customer service platforms.
• Skills in workflow automation and data management.
• Data analytics orientation.
• Knowledge of technical issues (API, data flow management) is a plus.
• Experience in e-learning is appreciated.
• Strong interest in process optimization and continuous improvement.
• Fluency in English (B2/C1) is required.

Benefits

• Health coverage at 100%.
• Meal card (Swile) of €11.96 per day.
• 50% reimbursement of public transport pass.
• Remote work allowance for optimized home office conditions.
• Access to company discounts and cultural activities budget.
• Flexible work organization with the option for full remote work.
• Monthly in-person meetings in Paris.
• Annual team seminar in an attractive location.