Remote CX Operations Leader

Lever, Inc.; España; A distancia; EUR 89.000 - 98.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Healthcare benefits

Generous PTO

Equity package

Off-sites

Descripción de la vacante

Lever, Inc. is seeking a CX Operations Manager based in Spain to own knowledge management, training, QA, and performance infrastructure for customer interactions.

You will partner with BPO leadership and AI teams to drive improvements, design scalable processes, and ensure high CSAT and NPS scores across a fully remote environment. The role emphasizes ownership, cross-team coordination, and the ability to implement self-service and automation initiatives while maintaining strong empathy and

Formación

• 5+ years in Customer Experience or CX Operations.
• 2+ years of management experience or equivalent ownership.
• Experience with BPOs or external support partners.
• Proven ability to create SOPs, macros, and knowledge bases.
• Strong ability to interpret CX performance metrics (CSAT, NPS, QA).

Responsabilidades

• Own and maintain CX knowledge base and training materials.
• Design onboarding and ongoing education programs for support agents across time zones.
• Analyze CX metrics and translate insights into process improvements.
• Collaborate with QA and BPO leadership on calibration and coaching.
• Lead escalations and ensure customer needs align with policy and feasibility.
• Develop resources to improve self-service and agent efficiency.
• Identify automation opportunities with AI tools and internal tools.

Conocimientos

CX operations

People management

Analytical skills

Communication

Organization

Herramientas

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Google Sheets

Descripción del empleo

Lever, Inc. is seeking a CX Operations Manager based in Spain to own knowledge management, training, QA, and performance infrastructure for customer interactions.

You will partner with BPO leadership and AI teams to drive improvements, design scalable processes, and ensure high CSAT and NPS scores across a fully remote environment. The role emphasizes ownership, cross-team coordination, and the ability to implement self-service and automation initiatives while maintaining strong empathy and