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About the role:
- Build and operate the CX Operations infrastructure that enables world class support across regions and channels.
- Responsible for owning the foundational systems that make great CX possible at scale.
- Partner closely with CX leadership, BPO vendors, Product, and Compliance.
In this role, you will:
- Design and implement a structured onboarding program for internal CX agents and BPO partners across international markets.
- Build certification paths and ongoing education programs tied to product launches, policy changes, and performance trends.
- Reduce ramp time while improving agent confidence, accuracy, and consistency.
We’re looking for someone who has:
- 5-7+ years in CX operations, enablement, training, QA, or support operations within fast growing, multi market environments.
- Proven success building onboarding programs, managing knowledge bases, designing QA frameworks, and working with BPO partners.
- Strong Excel or Google Sheets skills with the ability to analyze CSAT, QA, FCR, AHT, and deflection metrics.
Grüns
Grüns believes that foundational nutrition should be simple and convenient for everyone and are dedicated to bringing comprehensive and real nutrition through their gummies, formulated from 60 nutrient-dense and whole-food ingredients. They operate in a fully remote, high-trust environment and come together bi-annually for off-sites to connect IRL.