Remote CX Operations Lead — Training, QA & Automation

Lever, Inc.; France; À distance; EUR 89 000 - 98 000; Plein temps

Avantages offerts par ce poste

Base salary: $100,000–$110,000

Bonus opportunity

Competitive equity

Comprehensive benefits

Fully remote, high-trust environment

Quarterly off-sites

Résumé du poste

Lever, Inc. is seeking a CX Operations Manager based in France to design and own the knowledge, training, quality, and performance infrastructure that powers customer interactions.

This remote role partners with BPO leadership, QA teams, and AI specialists to translate data into improvements across support teams. You will build processes, support agent enablement, and self-service, using CSAT, NPS, FCR, and AHT metrics to drive measurable gains, while balancing policy discipline with

Qualifications

• 5+ years in Customer Experience or related field.
• 2+ years in management or significant ownership in IC role.
• Experience with BPOs or external support partners.
• Proven ability to document SOPs, templates, and knowledge bases.

Responsabilités

• Own and maintain CX knowledge base and agent resources.
• Design onboarding and ongoing training for agents across time zones.
• Analyze CX metrics (CSAT, NPS, QA, FCR, AHT) to drive improvements.
• Collaborate with QA, BPO leadership, and AI teams on calibration and automation.
• Lead escalations and align CX programs with policy and customer needs.

Connaissances

CX management

Team leadership

Training program design

Knowledge management

QA and performance analytics

Documentation

AI tooling

Google Sheets / data analysis

Outils

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Notion

Confluence

Guru

Google Sheets

Description du poste

Lever, Inc. is seeking a CX Operations Manager based in France to design and own the knowledge, training, quality, and performance infrastructure that powers customer interactions.

This remote role partners with BPO leadership, QA teams, and AI specialists to translate data into improvements across support teams. You will build processes, support agent enablement, and self-service, using CSAT, NPS, FCR, and AHT metrics to drive measurable gains, while balancing policy discipline with