Grüns
Grüns
Grüns is a wellness and fitness company developing greens supplements in a more enjoyable, convenient format. Its snackable products are designed to make daily nutrition easier by combining greens and other functional ingredients in something customers can look forward to eating, rather than treating supplementation as a chore. Operating across wellness, food and beverage, and healthcare, Grüns focuses on making healthy eating more accessible through approachable nutritional products.

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.

Description

  • 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

Requirements

  • 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

Benefits

  • 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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