CX Operations Manager

Remote, Worldwide

We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process!

About the role

Grüns is scaling fast, and our customer experience has to scale with it. As CX Operations Manager, you'll own the systems behind how our support team learns, performs, and improves: the knowledge base, training, QA, and the data that shows us where to act next. You'll partner with our BPO leadership and our AI Lead to make every agent sharper and every customer interaction faster and better.

This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a quarterly basis for amazing off-sites where we can connect IRL.

In this role, you will:

Own our knowledge base as the single source of truth: accurate, organized, easy to use, and audited on a recurring cadence

Design and facilitate CX onboarding, training, and continuing education for new and tenured agents, including virtual sessions across time zones, built for every learning style

Dig into CSAT, NPS, QA, FCR, and AHT data to find gaps in workflows and knowledge, then turn them into specific fixes

Partner with our internal...