Head of Customer Experience (m/w/d) Cologne, DE / Remote

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