Remote CX Ops & Training Leader

Jobgether SRL; France; À distance; EUR 80 000 - 108 000; Plein temps

Avantages offerts par ce poste

Fully remote

Quarterly off-sites

Healthcare benefits

Generous paid time off

Equity package

Bonus opportunity

Free access to company products

Career development

Résumé du poste

Jobgether SRL is seeking a CX Operations Manager based in France to lead knowledge base creation, onboarding, QA, and agent enablement. You will own performance metrics, partner with QA and BPO leadership, and drive automation opportunities with AI tooling.

This fully remote role requires strong communication, project management, and a customer-first mindset across multiple time zones. Significant ownership and growth potential are emphasized in a fast-moving environment.

Qualifications

• 5+ years of experience in Customer Experience, Customer Support Operations, CX Operations, Quality Assurance, Training, Knowledge Management, or a closely related field.
• 2+ years of management experience, or equivalent ownership in an IC role.
• Direct experience with BPO teams and external support partners.
• Experience creating and maintaining SOPs, macros, help articles, templates, and knowledge bases.
• Strong analytical skills and CX performance reporting experience.
• Hands-on experience with customer support platforms (as listed).
• Experience with knowledge management platforms like Notion, Confluence, Guru.
• Familiarity with QA workflows and calibration processes.
• Strong Google Sheets skills (pivot tables, logs, reporting).
• Excellent written and verbal communication; highly organized; able to manage multiple stakeholders.

Responsabilités

• Own and maintain the customer experience knowledge base.
• Design onboarding and training programs for agents across time zones.
• Adapt training approaches to different learning styles and needs.
• Analyze CX metrics (CSAT, NPS, QA, FCR, AHT) to identify gaps.
• Translate insights into improvements to workflows and docs.
• Collaborate with QA teams and BPO leadership on coaching and performance plans.
• Act as liaison between support leadership and frontline agents.
• Build FAQs, macros, templates, and self-service resources.
• Collaborate with AI Lead to identify automation opportunities.
• Maintain operating cadences and deadlines for CX programs.
• Track recurring issues and turn patterns into solutions.
• Balance customer-first approach with policy discipline.
• Own escalations when needed and push for improvements.

Outils

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Notion

Confluence

Guru

Google Sheets

Description du poste

Jobgether SRL is seeking a CX Operations Manager based in France to lead knowledge base creation, onboarding, QA, and agent enablement. You will own performance metrics, partner with QA and BPO leadership, and drive automation opportunities with AI tooling.

This fully remote role requires strong communication, project management, and a customer-first mindset across multiple time zones. Significant ownership and growth potential are emphasized in a fast-moving environment.