About the role
Grüns is scaling quickly and aims to grow its customer experience accordingly. As CX Operations Manager, you will own the systems behind how the support team learns, performs, and improves, including the knowledge base, training, QA, and data insights that guide actions.
You will collaborate with BPO leadership and the AI Lead to sharpen agents and speed up and improve customer interactions. This is a remote HQ role with a fully remote environment and occasional in-person off-sites.
What you'll do
- Own and maintain the knowledge base as the single source of truth, ensuring it is accurate, organized, easy to use, and audited regularly
- Design and deliver CX onboarding, training, and ongoing education for agents across time zones
- Analyze CSAT, NPS, QA, FCR, and AHT data to identify gaps and drive fixes in workflows and knowledge
- Partner with QA and BPO leadership on calibrations, coaching, and performance improvement plans
- Build and maintain FAQs and agent macros to drive self-service and efficiency
- Work with the AI Lead to identify automation opportunities and implement internal tools to improve resolution times and CSAT
What they're looking for
- 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
- 2+ years in a managerial role or equivalent ownership-focused role
- Experience working directly with BPO teams and creating frontline documentation used by agents
- Strong ability to analyze CX performance metrics and translate into actionable improvements
- Hands-on experience with support platforms (eg Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud) and knowledge tools (Notion, Confluence, Guru)
- Proficient in Google Workspace and building trackers/reports in Sheets (pivot tables, structured logs)
For applicants in Nigeria
- The listing states remote with no country restriction beyond remote work; Nigeria is not excluded by the description. Confirm final eligibility during interview.
- The listing does not specify a timezone requirement beyond coordinating across time zones; confirm during interview.
- The listing does not specify contractor versus employee status; confirm during interview.
- Salary is listed as a base range of 100,000-110,000 with bonus; currency shown as USD; confirm pay currency and details during interview.
- Visa or work-authorization notes are not provided in the listing; confirm during interview.
Summarized by RemoteWork from the original listing. Always confirm details on the employer’s page.
