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Customer Experience Manager

hace 3 semanas

Barcelona, Barcelona, España BlueThrone A tiempo completo

First things first, if you are looking for a fully remote role with flexible hours, unlimited time off and are based somewhere in Europe, read on

About BlueThrone

At BlueThrone, we don't just build apps, we scale indie mobile products into global powerhouses. With 80m+ downloads and 20m monthly active users, we're redefining what's possible in mobile growth.

In just three years, we've hit $14M in ARR, 100% organically, driven by bold bets, five strategic acquisitions, and two successful exits. Our mission: unlock the full potential of iOS and Android apps through sustainable growth and continuous innovation.

We're a team of entrepreneurs, product thinkers, marketing experts and builders who thrive on creativity, speed, and results. With a culture rooted in ownership and momentum, we turn ambition into action and action into scale.

You'll love it here if:
  • You prefer flexible hours, unlimited time off, and the ability to work from anywhere.
  • You are naturally curious and willing to drive impact for both the users and the business.

  • You enjoy wearing different hats - we like experts but appreciate jacks of all trades.

  • You save the drama for your llama - cool, calm, collected and systematic problem-solving is your thing.

  • You enjoy a good challenge and love to roll up your sleeves - you are here to win.

  • You prefer to work smarter, not harder - productivity and quality over punching the clock.

  • Above everything, you follow your passion and have fun while doing it.
What are we looking for?

We are looking for a Customer Experience Manager who can fully own the customer experience across the BlueThrone app portfolio and report to the VP of Product. You will work across a portfolio of consumer apps with very different users and needs. Some are social. Some are data-heavy. Some break in unexpected ways. You need to adapt fast.

This is a hands-on role. You will be close to the inbox. You will talk to users every day. You will handle tough conversations and edge cases. You will make judgment calls when things are unclear. Over time, you will improve how we work. But first, you execute. Ownership comes before systems.

At the core, this role is about trust. Keeping it and rebuilding it when needed.

Before you get too excited

This is not a classic support manager role.

We are not looking for someone to sit back, manage dashboards, or design processes from afar. We are looking for a doer. Someone who takes responsibility when things go wrong and does not hide behind policy or process.

You will have freedom. You will also have accountability. When users are frustrated or confused, this role is on the frontline.

We move fast. Priorities change. Some days you will switch between apps and contexts. This is not a 9–5 job and not a role for people who want predictability.

But if you want real ownership and real impact, this is a rare role.

What you'll be doing:
  • Own the entire customer support experience across all apps end-to-end, from the first "hey, something's weird" message to the final "thanks, that helped a lot."
  • Handle customer conversations directly, including the tough, emotional, and high-stakes ones, where tone, clarity, and judgment matter more than templates.
  • Connect the dots across tickets and apps, spot recurring patterns, and turn real user pain into clear product and engineering signals that actually get acted on.
  • Represent the user internally and push for the right fixes with context, evidence, and persistence. Sometimes that means being calm. Sometimes it means being stubborn.
  • Improve how we work. Better responses, smoother workflows, less noise. That includes creating simple FAQs, playbooks, and guidelines when they actually help.
  • Work closely with Product, Engineering, Monetisation, and Leadership to ensure customer reality remains grounded in day-to-day decisions.
  • And over time, you'll raise the bar for Customer Experience at BlueThrone by how you show up, how you decide, and how much trust you build with users when it matters most.
What you'll need to succeed:
  • You have solid experience in customer support and Customer Experience in a consumer tech company, ideally working with mobile apps and fast-moving teams.
  • You've owned customer issues end-to-end before. You're comfortable being accountable for the outcome, not just the response.
  • You write exceptionally well. Your communication is clear, human, and precise, even when the situation is tense or unclear.
  • You have strong judgment under pressure. You can make decisions without perfect information and explain your reasoning clearly.
  • You're comfortable working across multiple products with very different users and expectations, and you don't lose quality when context switches.
  • You know how to separate signal from noise in user feedback and can explain why something matters, or why it doesn't.
  • You're comfortable working without a proven playbook at first and can lead the creation of one over time as we scale.
  • You're calm and confident handling difficult conversations, including upset users, complaints, and edge cases.
  • You have a bias for action and ownership. You don't wait for instructions when something is clearly broken.
  • You're comfortable with ambiguity, shifting priorities, and environments where things are still being figured out.
  • You collaborate well with product and engineering teams, challenge ideas thoughtfully, and don't bring ego into the room.

Bonus points:

  • You use AI in practical ways to work faster and better. This could be automations, agents, or simple workflows that improve quality or productivity.
  • You care about consumer products and how people actually use them.
  • You have experience working with Gen Z and understand their expectations around tone, speed, and authenticity.
The interview process:
  • Talent call mins): Discuss your motivation, experience and values alignment.
  • Support execution (1 hour): Real support scenarios with the current role owner.
  • Customer scenario deep dive (1 hour): Judgement, decision-making, and trust under pressure with VP of Product.

On average, our process takes about 2-4 weeks. Speed is as important to us as it is to you.

Equal opportunities for everyone

To truly represent our vibrant and diverse community, we prioritise diversity and inclusion. We are committed to fostering an environment where everyone can do their best work. We strongly encourage applicants of all backgrounds. We consider all candidates regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability. If you need reasonable adjustments at any point in the application or interview process, please let us know.