Remote CX Operations Lead: Training, Knowledge & Automation

Jobgether SRL; Schweiz; Remote; CHF 83,000 - 92,000; Full time

Benefits offered by this job

Base salary

Bonus opportunity

Equity package

Healthcare benefits

Paid time off

Remote work

Off-sites

Career growth

Job summary

Jobgether SRL, on behalf of a partner company, seeks a CX Operations Manager based in Switzerland for a fully remote, high-trust role. You will own the knowledge, training, quality, and performance infrastructure enabling consistent customer interactions across teams and time zones.

You’ll partner with QA teams and BPO leadership to turn customer data into practical improvements, design onboarding, and drive automation while maintaining a customer-first mindset and policy discipline.

Qualifications

• 5+ years in Customer Experience or CX Operations.
• 2+ years managing or owning major programs with teams or partners.
• Experience with BPO partners and external support networks.
• Proven ability to create and maintain SOPs, templates, and knowledge bases.
• Strong analysis of CX metrics (CSAT, NPS, QA, FCR, AHT).
• Experience with CX platforms (Gladly, Zendesk, Intercom, Salesforce).
• Familiarity with Notion/Confluence/Guru for knowledge management.
• Excellent written and verbal communication; highly organized.
• Ability to train across multiple time zones and handle escalations.
• Experience with AI tools like Claude or ChatGPT is a plus.

Responsibilities

• Own and maintain the CX knowledge base and training resources.
• Design onboarding, training, and continuing education for agents across time zones.
• Translate performance data into improvements for workflows and docs.
• Collaborate with QA and BPO leadership on calibration and coaching.
• Serve as liaison between support leadership and frontline agents.
• Create resources to improve self-service and agent efficiency.
• Identify automation opportunities with AI tools to improve resolution times.

Skills

CX Operations

Training design

Quality Assurance

Knowledge Management

Data analysis

BPO management

SOPs creation

Documentation

AI tools knowledge

Training delivery

Tools

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Notion

Confluence

Guru

Google Sheets

Job description

Jobgether SRL, on behalf of a partner company, seeks a CX Operations Manager based in Switzerland for a fully remote, high-trust role. You will own the knowledge, training, quality, and performance infrastructure enabling consistent customer interactions across teams and time zones.

You’ll partner with QA teams and BPO leadership to turn customer data into practical improvements, design onboarding, and drive automation while maintaining a customer-first mindset and policy discipline.