Customer Experience Manager

Wildride is looking for a new Customer Experience Manager – someone who truly understands our customers, effortlessly streamlines processes, and gets excited about automation. Are you the type of person who always thinks three steps ahead, thrives on building smart solutions, and enjoys leading a small team? Then keep reading. About Wildride Wildride is a young and adventurous brand from the Netherlands. We design stylish toddler carriers for children aged 9 months to 4 years, helping parents across the globe explore the world – especially the places a stroller can’t go. Our products are now sold in over 95 countries, and we’re growing fast. From our beautiful office in the heart of Haarlem, we work every day toward our mission: giving parents and children the freedom to discover together. About the Role As our Customer Experience Manager , you are the driving force behind everything our customers experience. Whether it’s through our support team, automations, or a smart AI agent, you make sure customers get fast, friendly, and effective help. You always have a pulse on what’s going on, what customers need, and how to improve processes. You collaborate closely with other teams, keep an eye on the bigger picture, and ensure everything runs smoothly. What you’ll do: Part of an amzing team! Monitor customer inquiries and spot trends or issues quickly Check and update our automations in Gorgias daily Track CSAT scores and take action when needed Build smart flows, write macros, and activate the AI Agent during campaigns and sales Train the AI Agent regularly to keep it sharp and up to date Keep our Help Page clear, complete, and always current Work closely with marketing, logistics, and other teams to create a seamless customer journey Think strategically about how to level up our customer experience – and execute on it Tools you’ll work with: Gorgias (This is your playground – experience is a must!) Shopify Klaviyo Loop Returns Yotpo About You You have experience in customer service or customer experience and love improving processes You know Gorgias like the back of your hand – or you learn it fast You work in a structured way, have an eye for detail, and spot opportunities to work smarter You love testing, learning, optimizing You’re not afraid to take responsibility and lead a team You speak and write fluent Dutch and English What We Offer A full-time role at a fast-growing, international brand Lots of freedom and room for your own ideas A fun team with short communication lines A cozy team lunch at the office every week A beautiful office in the heart of Haarlem, right on the Spaarne river The chance to make real impact within a young company When? As soon as possible – we can’t wait to meet you! Please send an email to Joost@wildridecarrier.com if you're interested in this role.

Location: Haarlem, North Holland, NL

Posted Date: 7/9/2025