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Grüns
Grüns
51 – 200 Angajați
Alimente și băuturiAsistență medicalăStare de bine
Grüns este o companie de wellness și fitness care dezvoltă suplimente cu verdețuri într-un format mai plăcut și mai convenabil. Produsele sale ușor de consumat ca gustare sunt concepute pentru a simplifica alimentația zilnică, combinând verdețuri și alte ingrediente funcționale într-un produs pe care clienții abia așteaptă să îl consume, în loc să privească suplimentarea ca pe o corvoadă. Compania activează în domeniile wellness, alimentație și băuturi și asistență medicală, concentrându-se pe accesibilizarea alimentației sănătoase prin produse nutritive ușor de acceptat.
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Locurile de muncă ale companiei

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.

USStatele Unite ale Americii
100.000 $ – 115.000 $ / an
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăOperațiuni
Cloud

Descriere

  • 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

Cerințe

  • 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

Beneficii

  • 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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