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Salary: USD 100,000 - 110,000 / annual
Grüns is a fast-growing nutrition company offering comprehensive gummy supplements made from whole-food ingredients. As CX Operations Manager, you will own the operational systems that enable the support team to learn, perform, and continuously improve.
Key responsibilities include:
- Owning and maintaining the knowledge base as a single source of truth, ensuring accuracy, organization, usability, and regular audits
- Designing and facilitating CX onboarding, training, and continuing education for new and tenured agents across time zones, tailored to different learning styles
- Analyzing CSAT, NPS, QA, FCR, and AHT data to identify workflow and knowledge gaps, then implementing specific fixes
- Partnering with internal QA teams and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans
- Building and maintaining FAQs and agent macros that drive self-service and agent efficiency
- Collaborating with the AI Lead to identify automation and deflection opportunities, and implementing internal tools to improve resolution times and CSAT
You will work in a fully remote, high-trust environment with quarterly in-person off-sites. The role requires partnering closely with BPO leadership and requires hands-on execution across knowledge management, training delivery, data analysis, and quality assurance.
Requirements:
- 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
- 2+ years in a managerial role, or equivalent independent-contributor role with real ownership
- Direct experience working with BPO teams
- Proven track record creating and maintaining documentation (SOPs, macros, help articles, templates) that frontline teams actively use
- Mastery of CX performance reporting: CSAT, quality scoring, contact drivers, first response time, and resolution quality
- Hands-on experience with support platforms (Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar)
- Experience with knowledge management tools (Notion, Confluence, Guru, or similar)
- Proficiency with QA workflows (scorecards, sampling, calibration)
- Strong Google Workspace skills with ability to build trackers and reporting in Sheets (pivot tables, filters, structured logs)
- Bonus: experience with AI tools or building AI agents (Claude, ChatGPT, Claude Code)
