Grüns
This role is part of our remote HQ! We have a fully remote, high-trust work environment – and also come together on a quarterly basis for amazing off-sites where we can connect IRL.
In this role, you will:
- Own our knowledge base as the single source of truth: accurate, organized, easy to use, and audited on a recurring cadence
- Design and facilitate CX onboarding, training, and continuing education for new and tenured agents, including virtual sessions across time zones, built for every learning style
- Dig into CSAT, NPS, QA, FCR, and AHT data to find gaps in workflows and knowledge, then turn them into specific fixes
- Partner with our internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans, serving as the liaison between support leadership and agents
- Build and maintain FAQs and agent macros that drive self-service and agent efficiency
- Work with our AI Lead to identify automation and deflection opportunities, and implement internal tools that improve resolution times and CSAT
We’re looking for someone who:
- Has 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
- Has 2+ years in a managerial role, or an equivalent independent-contributor role with real ownership
- Has worked directly with BPO teams
- Has created and maintained documentation (SOPs, macros, help articles, templates) that a frontline team actually uses
- Has mastered analyzing CX performance reporting: CSAT, quality scoring, contact drivers, first response time, and resolution quality
- Is hands-on with a support platform (Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar), a knowledge tool (Notion, Confluence, Guru, or similar), and QA workflows (scorecards, sampling, calibration)
- Is strong in Google Workspace and builds trackers and reporting in Sheets with ease (pivot tables, filters, structured logs)
- Bonus: has used AI tools or built AI agents (Claude, ChatGPT, Claude Code)
Approach to the role:
- Runs a regimented cadence: sets the rhythm, hits deadlines, and keeps programs moving without reminders
- Obsesses over clarity: writes things so anyone can execute them and removes ambiguity wherever it hides
- Thinks in patterns: spots repeat issues fast, tags them consistently, and turns them into fixes
- Balances customer-first with policy discipline: empathetic and flexible, but grounded in what we can promise and deliver
- Collaborates without creating drag: brings solutions, not noise
- Leads virtual training with a flexible schedule across time zones, and isn’t afraid to take an escalation call when it counts
- Owns the outcome with extreme ownership, with no micromanagement needed and always ten steps ahead
Compensation & Benefits
At Grüns, we’re committed to providing a competitive total compensation package—grounded in market data that considers our size, stage, industry, and location. For this role, the base salary range is between $100,000 – $110,000 plus bonus depending on experience.
Beyond base salary, we offer competitive equity packages and a comprehensive set of benefits designed to support the well-being, growth, and balance of our team.