Head of Customer Experience (f/m/d)
About the roleAs Head of Customer Experience at Perspective, you'll own the full customer experience, from first contact to long-term retention, and make sure it pulls its weight for the business. You'll build a team that uses AI to deliver great support at scale, turns every customer conversation into a product insight, and makes CX a real growth driver, not just a department that fields complaints. If you're customer-obsessed, AI-forward, and want to redefine what great CX looks like in a fast-growing SaaS company, this role is for you.What you'll be doingDefine and drive the vision and strategy for Customer Experience at Perspective, making CX a core business driver, not just a reactive support functionBuild AI-powered workflows that let your team deliver faster, better experiences with less manual overheadBuild and scale a strong CX team, from hiring through onboarding to day-to-day leadershipOwn the full CX tool stack, workflows, and metrics (SLAs, CSAT, churn signals) to keep operations smooth and scalableTurn customer interactions into product insights. Make CX the company's sharpest source of input for what to build nextLead improvement projects that constantly challenge the status quo, using AI and smart process design to make CX more impactfulWho you areYou have at least 3 years of experience in CX or Support Leadership and have built and led strong teams in B2B SaaS environmentsYou're an AI power user, you actively use AI tools to solve real problems and see it as the biggest lever for improving CX qualityYou're business-minded, you connect CX outcomes to retention, revenue, and product direction and speak that language across the companyYou're structured, stay calm under pressure, and solve problems with focus and speedYou're customer-obsessed and treat every interaction as a signal, not just a ticket to closeYou have experience in online marketing and care deeply about high quality design and clean UXIf you think this job is the right job for you, even though you do not perfectly match the profile, we would still love to hear from you. 🤗What you can expect at PerspectiveRemote & Freedom | We strongly believe that every work environment needs to be ideal and fitted to the person. For this very reason, all our team members work remotely – in their own much needed way. That’s how we can ensure that all our talents have much freedom to create the best results possible.Responsibility, Ownership & Impact | At Perspective, all our team members have a voice. We value every opinion and encourage all to speak their mind. Only with team effort, we can create something great. We believe in our team and therefore, give them much responsibility. Even if we fail, we learn from it, get back up and continue to succeed. It is part of the game and we know it.Personal & Professional Growth | Your development is our priority. With our intensive onboarding, feedback talks and trainings, we foster your personal and professional development. One of our core value is “Keep Growing” which we portray in everything we do.Best Equipment & Remote Budget | Our company is build on the USP of quality and we want to keep it that way. To keep up the quality, we only provide the best equipment to our team: For example, every new team member receives an Apple MacBook Pro for their work and a monthly remote working budget.Team Events | We know working solely remotely can make it difficult to build a strong team spirit. However, at Perspective we focus deeply on team building by hosting various team events throughout the year. We understand the need of interaction face-to-face and strongly encourage it.Cordial & passionate team | Last, but not least, we are the most cordial team you can imagine. We love working together, respect each other and always value each others opinions. We care deeply about our team members and are always down for a good virtual after work hangout.