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Customer Experience Manager (Tech Support) - EMEA

February 28, 2026

<span style="font-size:14pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">About Us<span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(55, 53, 47);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">SourceWhale is a recruitment productivity platform that centralises all daily recruitment activities in one place without the admin burden.⁠⁠ It's designed to help recruiters book more meetings, secure more interviews, and make more placements by providing a unified workspace for executing outreach across multiple channels.⁠ ⁠We integrate with everything that recruiters use day to day - CRM’s, emails, data providers, LinkedIn - and with our best-in-class product, we are on a mission to be a leader in the Recruitment Technology space. <h4 style="line-height:1.44;background-color:rgb(255, 255, 255);margin-top:0pt;margin-bottom:0pt;padding:0pt 0pt 10pt;"><span style="font-size:13pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Why Us?</h4><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">We’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here!<span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our <a target="_blank" href="https://www.g2.com/products/sourcewhale/reviews" style="text-decoration:none;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(17, 85, 204);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">G2 reviews</a><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">!<span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(55, 53, 47);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">As our Customer Experience Manager,<span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(51, 126, 169);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;"> <span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(55, 53, 47);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">you'll be at the centre of driving the overall experience of our customer base with a focus on reactive technical support. Our Experience team is creative in finding new ways to drive the adoption and success of our users. <span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(55, 53, 47);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Reporting directly into the Global Experience Team Lead based in the US, this is an opportunity to join a team with a clear remit and investment, based on a mutual goal, our clients success with SourceWhale!<h4 style="line-height:1.44;background-color:rgb(255, 255, 255);margin-top:0pt;margin-bottom:0pt;padding:0pt 0pt 10pt;"></h4><h4 style="line-height:1.44;background-color:rgb(255, 255, 255);margin-top:0pt;margin-bottom:10pt;"><span style="font-size:13pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Day in the Life</h4><ul style="margin-top:0px;margin-bottom:0px;padding-inline-start:48px;"><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles.</li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Collaborating with Product and Development teams to diagnose complex issues and maintain communication cycle with impacted users</li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner. </li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements. </li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Continuously and proactively expand your knowledge of our products and services to better drive customer success. </li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(0, 0, 0);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Creating and updating quality educational content like intercom articles and FAQs to support automated customer support and share best practices. </li></ul><h4 style="line-height:1.44;background-color:rgb(255, 255, 255);margin-top:0pt;margin-bottom:10pt;"><span style="font-size:13pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Who You Are</h4><ul style="margin-top:0px;margin-bottom:0px;padding-inline-start:48px;"><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Customer Success or Technical Support experience the SaaS space</li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Experience working with various CRM platforms</li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences</li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Strong listening and problem solving skills</li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Ability to work with multiple ongoing priorities and live projects </li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Ability to work cross-functionally with distributed remote teams in a startup environment</li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Driven and proactive approach with a strong willingness to learn</li></ul><h4 style="line-height:1.44;background-color:rgb(255, 255, 255);margin-top:0pt;margin-bottom:0pt;padding:0pt 0pt 10pt;"></h4><h4 style="line-height:1.44;background-color:rgb(255, 255, 255);margin-top:0pt;margin-bottom:10pt;"><span style="font-size:13pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">What Sets You Apart</h4><ul style="margin-top:0px;margin-bottom:0px;padding-inline-start:48px;"><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;margin-left:17pt;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Experience working for a Recruitment Technology company</li><li style="list-style-type:disc;font-size:12pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;margin-left:17pt;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Experience with Intercom, ZenDesk, or other ticketing platform a plus </li><li style="list-style-type:disc;font-size:12pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;margin-left:17pt;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Strong presentation skills </li><li style="list-style-type:disc;font-size:12pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;margin-left:17pt;"><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Strong technical acumen </li></ul><span style="font-size:13pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">What’s in it for you?<span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;"> <ul><li>25 days holiday (not including public holidays).</li><li>Macbook + any extra tech or software necessary for your role.</li><li>Flexible business with flexible working arrangements.</li><li>Private medical, dental & vision insurance.</li><li>Income Protection Insurance.</li><li>Extended mental health cover and Employee Assistance Programme (EAP).</li><li>Compassionate leave policy.</li><li>Monthly social events.</li><li>First hand experience of a startup - huge ability to make an impact!</li></ul><span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">We still encourage you to apply even if you feel like you don’t meet all the criteria<span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;"> as you may be a match for this or other roles here at SourceWhale!<span style="font-size:11pt;font-family:Arial, sans-serif;color:rgb(52, 53, 58);background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Fancy making big waves at SourceWhale? Apply using the link below!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...