CX Operations Lead: Training, QA & AI Tools

Grüns; United States; Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Competitive equity

Well-being benefits

Generous PTO

Free Grüns

Job summary

Grüns is hiring a CX Operations Manager to own the knowledge base, onboarding, training, QA, and data that guides support improvements. You will partner with BPO leadership and our AI Lead to sharpen agents and speed customer resolution, in a fully remote HQ setup with quarterly off-sites.

The role demands 5+ years in relevant CX fields, 2+ years in leadership, and hands-on experience with major support platforms and knowledge tools. Equity and robust benefits are offered.

Qualifications

• Has 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management.
• Has 2+ years in a managerial role, or equivalent independent-contributor ownership.
• Has worked directly with BPO teams.
• Has created and maintained SOPs, macros, help articles, templates used by frontline teams.
• Skilled in analyzing CX performance reporting: CSAT, QA, drivers, FCR, AHT.

Responsibilities

• Own knowledge base as single source of truth, audited regularly.
• Design and facilitate CX onboarding, training, and ongoing education across time zones.
• Analyze CSAT, NPS, QA, FCR, and AHT to identify gaps and implement fixes.
• Collaborate with QA and BPO leadership on calibrations and coaching.
• Build and maintain FAQs and agent macros to improve self-service.
• Identify automation and deflection opportunities with AI tools.

Skills

Customer experience management

Team leadership

Documentation

CX performance analysis

Google Workspace proficiency

Data tracking in Sheets

AI/automation mindset

Tools

Gladly

Zendesk

Gorgias

Intercom

Salesforce Service Cloud

Notion

Confluence

Guru

Google Sheets

Job description

Grüns is hiring a CX Operations Manager to own the knowledge base, onboarding, training, QA, and data that guides support improvements. You will partner with BPO leadership and our AI Lead to sharpen agents and speed customer resolution, in a fully remote HQ setup with quarterly off-sites.

The role demands 5+ years in relevant CX fields, 2+ years in leadership, and hands-on experience with major support platforms and knowledge tools. Equity and robust benefits are offered.