Head of Customer Experience

We’re looking for a Head of CX to lead client experience across all projects. You’ll organize the workflow, coordinate internal teams, and make sure our clients feel supported and informed at every stage.

What you will do

• You will make clients and internal teams feel confident and aligned.
• Be the main contact for clients – handle calls, email communication, checkpoints, and expectations.
• Ensure internal teams (SEO, content, outreach) deliver results on time and with clarity.
• Provide clear, meaningful reporting – not raw stats, but insights that clients understand and trust.
• Take ownership of issues – identify them, communicate early, and drive solutions.
• Build or refine CX processes (onboarding, check‑ins, issues escalation, reporting templates).
• Lead and develop the CX team, helping them organize work and grow professionally.
• Help clients see how Natural Links’ SEO and link building work together to drive real impact (visibility, traffic, authority)

What we expect from you

• Have 2+ years in client operations, account management, or CX – ideally with agency or SaaS experience. Experience in SEO/digital marketing environments.
• Are comfortable talking with international clients and explaining complex technical work in simple terms.
• Have experience with CRM and task tools (e.g., Pipedrive, WorkSection, Slack).
• Can own a process end‑to‑end – from onboarding to reporting and escalation.
• Are proactive, organized, and calm under pressure.
• Have English B2+, solid written and verbal communication.

 Nice to Have

• Previous experience in SEO, digital marketing, or client-focused agencies, ideally working with international clients.
• Ability to analyze client data and turn insights into actionable improvements.
• Proven experience in leading and developing small teams, including delegating tasks, mentoring, and monitoring performance.
• Track record of streamlining internal processes to improve efficiency without compromising service quality.