Remote CX Operations Leader — Training, QA & Automation

Lever, Inc.; Schweiz; Remote; CHF 83.000 - 91.000; Vollzeit

Benefits dieser Stelle

Fully remote

Quarterly off-sites

Competitive salary

Health benefits

Zusammenfassung

Lever, Inc. is seeking a CX Operations Manager based in Switzerland to lead customer experience systems and training, partnering with BPO teams and AI specialists.

You will own knowledge management, quality, and performance infrastructure to enable efficient customer interactions across time zones. You will design onboarding and ongoing education, analyze CSAT, NPS, QA, FCR, and AHT metrics, and translate insights into actionable process improvements.

Qualifikationen

• 5+ years in Customer Experience, Customer Support Operations, CX Operations, QA, Training, Knowledge Management, or related field.
• 2+ years of management experience or equivalent independent ownership and responsibility.
• Direct experience with BPO teams and external support partners.
• Proven ability to create and maintain SOPs, templates, knowledge bases.
• Strong analytical skills with CX performance reporting.
• Hands-on experience with major customer support platforms (see tools).
• Experience with knowledge management platforms (Notion, Confluence, Guru).
• Strong Google Workspace skills with Sheets, pivots, logs, trackers.

Aufgaben

• Own and maintain CX knowledge base; ensure it is accurate and up-to-date.
• Design onboarding, training, and ongoing education programs for agents across time zones.
• Analyze CX metrics (CSAT, NPS, QA, FCR, AHT) to identify gaps and improvements.
• Translate insights into workflows, documentation, and agent enablement.
• Collaborate with QA and BPO leadership on calibration and coaching.
• Serve as liaison between support leadership and frontline agents.
• Develop FAQs, macros, templates, and self-service resources.
• Partner with AI team to identify automation opportunities.

Kenntnisse

CX Experience

Management

BPO partnerships

Documentation

Data Analysis

CX Platforms

QA Familiarity

Google Sheets

Training & onboarding

AI tools familiarity

Tools

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Gladly

Jobbeschreibung

Lever, Inc. is seeking a CX Operations Manager based in Switzerland to lead customer experience systems and training, partnering with BPO teams and AI specialists.

You will own knowledge management, quality, and performance infrastructure to enable efficient customer interactions across time zones. You will design onboarding and ongoing education, analyze CSAT, NPS, QA, FCR, and AHT metrics, and translate insights into actionable process improvements.