Customer Experience Manager (Tech Support) - EMEA

SourceWhale is a recruitment productivity platform built to help recruiters do more without adding admin. It gives recruiters one place to execute outreach across email, calling, and SMS or WhatsApp, while automatically capturing activity and outcomes in real time.

Conversations, notes, and meetings are logged without manual effort, creating a clean system of record teams can trust. Teams can use SourceWhale with their existing CRM and ATS, or run entirely on SourceWhale Projects, our own CRM/ATS built for the recruiter workflow. Either way, SourceWhale connects the systems and daily actions that drive revenue, including outreach, conversations, and data. AI is embedded directly into the workflow to summarize conversations, surface next steps, and reduce operational drag, so recruiters can focus on high-value work.

The result is more meetings booked, more consistent execution across teams, and higher revenue per recruiter.

We're a team of seriously talented, positive individuals and we invest heavily in our people - you won't feel like a number here!

This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our G2 reviews! If you like fast paced high growth environments then this is for you. Having been ranked as the fastest growing IT & Software business in Europe by the Financial Times and named by the Sunday Times as one of the Best Places to Work in the UK, we're looking for an SDR Leader to continue this momentum.

As our Customer Experience Manager, you'll be at the centre of driving the overall experience of our customer base with a focus on reactive technical support. Our Experience team is creative in finding new ways to drive the adoption and success of our users.

Reporting directly into the Global Experience Team Lead based in the US, this is an opportunity to join a team with a clear remit and investment, based on a mutual goal, our clients success with SourceWhale!

• Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles.
• Collaborating with Product and Development teams to diagnose complex issues and maintain communication cycle with impacted users.
• Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner.
• Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements.
• Continuously and proactively expand your knowledge of our products and services to better drive customer success.
• Creating and updating quality educational content like intercom articles and FAQs to support automated customer support and share best practices.

• Customer Success or Technical Support experience the SaaS space.
• Experience working with various CRM platforms.
• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences.
• Strong listening and problem solving skills.
• Ability to work with multiple ongoing priorities and live projects.
• Ability to work cross-functionally with distributed remote teams in a startup environment.
• Driven and proactive approach with a strong willingness to learn.

• Experience working for a Recruitment Technology company.
• Experience with Intercom, ZenDesk, or other ticketing platform a plus.
• Strong presentation skills.
• Strong technical acumen.

• 25 days holiday (not including public holidays).
• Macbook + any extra tech or software necessary for your role.
• Flexible business with flexible working arrangements.
• Private medical, dental & vision insurance.
• Income Protection Insurance.
• Extended mental health cover and Employee Assistance Programme (EAP).
• Compassionate leave policy.
• Monthly social events.
• First hand experience of a startup - huge ability to make an impact!

We still encourage you to apply even if you feel like you don't meet all the criteria as you may be a match for this or other roles here at SourceWhale!

Fancy making big waves at SourceWhale? Apply using the link below!