CX Operations Manager
Grüns
WorldwideFully remoteFull TimeMid LevelCustomer Service
USD 100,000–110,000 a yearPosted 3 hours ago3h agoApply link checked 1 hour ago
Why we think you can apply
- Hiring model
- Open worldwide · the employer states no country restriction
- Work from
- Anywhere, the UAE included
Posted 3 hours ago · apply link checked 1 hour ago
About the role
Responsibilities
- Own the knowledge base as the single source of truth
- Design and facilitate CX onboarding, training, and continuing education
- Analyze CSAT, NPS, QA, FCR, and AHT data to identify workflow gaps
- Partner with BPO leadership and internal QA on calibrations and coaching
- Build and maintain FAQs and agent macros
- Work with AI Lead to identify automation and deflection opportunities
Requirements
- 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
- 2+ years in a managerial role or equivalent ownership
- Experience working directly with BPO teams
- Experience creating and maintaining documentation (SOPs, macros, help articles)
- Mastery of CX performance reporting (CSAT, quality scoring, contact drivers)
- Hands-on experience with support platforms (Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud)
- Proficiency in Google Workspace and Google Sheets (pivot tables, filters)
- Bonus: experience using AI tools or building AI agents
About the Company
Grüns believes that foundational nutrition should be simple and convenient. They provide comprehensive nutrition through nutrient-dense gummy snacks that are formulated from 60 whole-food ingredients.
Benefits
- Competitive equity packages
- Comprehensive benefits coverage
- Generous PTO
- Free Grüns products
What we look for
- 5+ years in CX, Support Operations, or Knowledge Management
- 2+ years in a managerial role
- Experience working with BPO teams
- Proficiency in support platforms like Zendesk or Gladly
- Strong Google Sheets skills
OperationsQuality Assurance
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