Grüns
Grüns
Grüns एक वेलनेस और फिटनेस कंपनी है, जो ग्रीन्स सप्लीमेंट्स को अधिक आनंददायक और सुविधाजनक रूप में विकसित करती है। इसके आसानी से खाए जा सकने वाले स्नैक उत्पादों को इस तरह तैयार किया गया है कि वे ग्रीन्स और अन्य कार्यात्मक सामग्री को ऐसे भोजन में मिलाकर रोज़ाना पोषण को आसान बनाएं, जिसे ग्राहक खाने के लिए उत्सुक हों, न कि सप्लीमेंट लेना किसी मजबूरी जैसा लगे। वेलनेस, खाद्य एवं पेय और स्वास्थ्य सेवा क्षेत्रों में काम करते हुए, Grüns सहज और उपयोगी पोषण उत्पादों के माध्यम से स्वस्थ भोजन को अधिक सुलभ बनाने पर ध्यान देती है।

CX Operations Manager at Grüns (Remote, United States)

Lead customer experience operations for Grüns’ whole-food nutrition gummies, with ownership of training, quality assurance, knowledge management, and support analytics. Improve agent productivity, automation, and customer resolution quality through data-driven operational improvements.

विवरण

  • Manage and regularly audit the knowledge base as the authoritative source for support information
  • Create and lead onboarding, training, and ongoing education for both new and experienced CX agents
  • Conduct virtual training sessions across time zones and accommodate varied learning preferences
  • Review CSAT, NPS, QA, FCR, and AHT results to uncover workflow and knowledge gaps
  • Translate operational gaps into targeted process improvements
  • Coordinate with internal QA and BPO leaders on calibration, one-to-one coaching, and performance improvement plans
  • Serve as the communication link between support leadership and customer-facing agents
  • Develop and update FAQs and agent macros to strengthen self-service and support efficiency
  • Work with the AI Lead to uncover automation and deflection opportunities
  • Deploy internal tools that shorten resolution times and improve CSAT
  • Manage operating rhythms, deadlines, programs, and performance reporting
  • Address escalated customer support issues as required

आवश्यकताएँ

  • At least five years of experience in Customer Experience, Support Operations, CX Operations, QA, Training, or Knowledge Management
  • At least two years in management, or equivalent independent-contributor experience with substantial ownership
  • Hands-on experience collaborating with BPO teams
  • Background creating and maintaining SOPs, macros, help articles, templates, and related documentation
  • Advanced ability to interpret CX reporting, including CSAT, quality scores, contact drivers, first response time, and resolution quality
  • Practical experience using a support platform such as Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or a comparable system
  • Experience with knowledge-management tools such as Notion, Confluence, Guru, or similar platforms
  • Experience managing QA processes involving scorecards, sampling, and calibration
  • Strong Google Workspace proficiency, including pivot tables, filters, and structured logs in Google Sheets
  • Experience with AI tools or AI agents is an advantage

लाभ

  • Competitive equity package
  • Comprehensive benefits for employees and their families
  • Generous paid time off
  • Complimentary Grüns products
  • Additional health and wellness benefits
  • Opportunities for career development
  • Quarterly company off-sites

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