Customer Experience Manager

Your main responsibilities:

• Manage and develop four teams led by Team Leaders, responsible for supporting merchants in onboarding to the Allegro platform (account registration, proactive KYC/AML verification, and account re-verification).

• Oversee activation and management of financial operations on merchant accounts (account payout activations, managing account blocks, account information changes).

• Lead initiatives to solve merchant onboarding and account management problems, ensuring a seamless experience and minimizing barriers to entry and growth on Allegro.

• Proactively identify and drive initiatives aimed at lowering Contact Rate, increasing automation, and improving merchant experience (tNPS).

• Design, implement, and optimize service processes supporting merchants on Allegro, focusing on scalability, efficiency, and high service quality.

• Set goals for teams aligned with Allegro’s strategy, monitor and report on team performance (efficiency, case resolution times, Contact Rate, tNPS).

• Cooperate closely with cross-functional teams: Commerce, Technology (MEX), Trust & Safety, Allegro Finance (AML/KYC, Payments) to streamline onboarding and account management journeys.

• Regularly analyze data to identify pain points and inefficiencies and propose data-driven improvements.

• Develop Team Leaders and teams’ competencies through coaching, feedback, and targeted development initiatives.

• Foster a culture of ownership, customer-centricity, innovation, and continuous improvement.

This is the right job for you if:

• Have experience in managing multiple teams through Team Leaders in customer service, pre-sales, or onboarding areas.

• Are familiar with KYC, AML processes, and basic account and financial operations for business clients.

• Have experience driving initiatives to lower Contact Rate, boost automation, and improve customer satisfaction metrics.

• Communicate fluently in English.

• Are highly goal- and data-oriented, capable of analyzing problems and proposing effective, scalable solutions.

• Value collaboration, transparency, and cross-functional cooperation.

• Show strong ownership, creativity, and resilience in a dynamic environment.

What we offer:

• Well-located offices with excellent facilities (equipped kitchens, bike parking).

• A wide range of benefits under a cafeteria plan – you choose (e.g. private medical care, sports cards, insurance, vouchers).

• Work with top-class specialists and experts in merchant experience, onboarding, and financial operations.

• A training budget and access to MindUp – our internal learning platform.

• A collaborative, innovative, and impact-driven work environment.