About ProfitPath
ProfitPath is the all-in-one sourcing platform for Amazon sellers. Thousands of sellers across Europe trust us. Now it's time to turn good support into a world-class customer experience.
The Role
You build our customer experience from the ground up. Early on you're hands-on: you talk directly to customers, solve problems, optimize processes, and define what great CX looks like at ProfitPath. Long-term, you build out a team and develop the department strategically. You report directly to the founders.
What You Will Do
- Define and execute the entire customer experience strategy
- Start hands-on: manage customers directly, optimize onboarding, build support processes
- Define KPIs — churn, NPS, response time, customer health scores
- Establish feedback loops between customers and the product team
- Long-term: recruit and build out a CX team
- Select and implement tools and processes (Intercom, help center, etc.)
What We Expect
- 3+ years of experience in customer success, customer experience, or support — ideally in a leadership or build-from-scratch role
- You've built processes from zero before, not just managed existing ones
- Strong communication — with customers, the team, and stakeholders
- You think data-driven: churn analysis, segmentation, retention
- You can work operationally and think strategically at the same time
Nice to Have
- Experience in SaaS or e-commerce environments
- Experience with Intercom, Zendesk, or comparable platforms
- Community building and management (Discord, Slack)
- Fluent in German and English
- Experience with Amazon FBA or online arbitrage
Mindset
- You see CX as a growth lever, not a support department.
- You'd rather build from scratch than inherit perfect processes.
- You actively use AI tools to scale processes before you need headcount.
- You hold yourself to the standard that customers don't just use ProfitPath — they love it.
What We Offer
- Brand-new cozy office in the heart of Sülz, Cologne
- Direct collaboration with the founders — short feedback loops, fast decisions
- The chance to build an entire department from scratch
- Real ownership and room to shape things
- A team that treats AI as a core part of daily work
#J-18808-Ljbffr
Head of Customer Experience (m/w/d) Cologne, DE / Remote Arbeitgeber: Ultrasoft
ProfitPath ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern die Möglichkeit bietet, in einem dynamischen und innovativen Umfeld zu arbeiten. Mit einem brandneuen, gemütlichen Büro im Herzen von Sülz, Köln, fördern wir eine Kultur der direkten Zusammenarbeit mit den Gründern, was schnelle Entscheidungen und kurze Feedbackschleifen ermöglicht. Unsere Mitarbeiter genießen echte Verantwortung über Kundenbeziehungen und haben direkten Einfluss auf die Produktentwicklung, während sie in einem Team arbeiten, das KI als integralen Bestandteil des täglichen Geschäfts betrachtet.
