Remote CX Operations Lead, Training & Automation

Jobgether SRL; España; A distancia; EUR 89.000 - 98.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Base salary $100,000–$110,000

Bonus opportunity

Equity package

Remote-friendly

Healthcare benefits

Generous PTO

Quarterly off-sites

Descripción de la vacante

Jobgether SRL is seeking a CX Operations Manager based in Spain to build and own the systems that empower support teams to excel. You will manage knowledge, training, quality, and performance infrastructure, turning data into practical improvements across the support org.

You'll partner with BPO leadership, QA, and AI specialists to deliver measurable improvements, optimize workflows, and strengthen self-service across time zones in a fully remote, fast-moving environment.

Formación

• 5+ years in Customer Experience, CS Ops, QA, Training, Knowledge Management, or similar.
• 2+ years of management or significant ownership in IC role.
• Direct experience with BPO teams and external support partners.
• Experience creating SOPs, macros, knowledge bases, and templates.
• Strong ability to interpret CX performance reporting (CSAT, QA, FCR, AHT).
• Hands-on with CX platforms (Gladly, Zendesk, Intercom, Salesforce Service Cloud).
• Experience with knowledge bases (Notion, Confluence, Guru).
• Strong Google Sheets skills, pivot tables, trackers.
• Excellent written and verbal communication; organized with multiple stakeholders.

Responsabilidades

• Own and maintain the CX knowledge base as a trusted source of truth.
• Design and deliver onboarding, training, and ongoing education for agents across time zones.
• Adapt training approaches to different learning styles and levels.
• Analyze CX metrics to identify gaps and improvement opportunities.
• Translate insights into improvements to workflows, documentation, and enablement.
• Collaborate with QA and BPO leadership on calibration, coaching, and performance plans.
• Act as liaison between support leadership and frontline agents.
• Build FAQs, macros, templates, and self-service resources.
• Identify automation opportunities with AI tools and internal automation.
• Establish operating cadences and keep CX programs on track.

Conocimientos

Knowledge management

Training programs

QA processes

Data analysis

BPO collaboration

AI tooling familiarity

Google Sheets (Pivot)

Zendesk/Intercom/Service Cloud

Documentation

Communication

Herramientas

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Notion

Confluence

Descripción del empleo

Jobgether SRL is seeking a CX Operations Manager based in Spain to build and own the systems that empower support teams to excel. You will manage knowledge, training, quality, and performance infrastructure, turning data into practical improvements across the support org.

You'll partner with BPO leadership, QA, and AI specialists to deliver measurable improvements, optimize workflows, and strengthen self-service across time zones in a fully remote, fast-moving environment.