Grüns

Customer Experience Manager – International

Grüns

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇪🇺 Anywhere in Europe

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Salary

💰 €85,000 - €100,000 per year

Job Level

SeniorLead

Tech Stack

Cloud

About the role

  • 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
  • Own a centralized, scalable Knowledge Management system including Help Center content, internal SOPs, macros, and workflows
  • Establish clear ownership, governance, and update cadences to keep documentation accurate and easy to navigate
  • Reduce agent dependency on supervisors and decrease information hunting time
  • Design and operate a robust QA framework across all channels and regions
  • Lead calibration sessions with internal teams and BPO partners to align on what “great support” looks like
  • Translate QA insights into coaching, training updates, and process improvements
  • Partner with Product and Engineering to support automation and conversational AI initiatives
  • Ensure workflows, tagging, content, and macros are built to maximize deflection and AI effectiveness
  • Drive measurable reductions in ticket volume through self-service and automation improvements
  • Build and maintain SOPs, workflow maps, escalation paths, and process documentation across regions
  • Establish governance for process changes so international CX operates predictably as complexity increases
  • Ensure international CX maintains or exceeds U.S. response times and CSAT at equal or lower cost per interaction

Requirements

  • 5-7+ years in CX operations, enablement, training, QA, or support operations within fast growing, multi market environments
  • Direct experience supporting or managing CX operations across at least three EMEA markets
  • Proven success building onboarding programs, managing knowledge bases, designing QA frameworks, and working with BPO partners
  • Experience supporting automation or conversational AI initiatives strongly preferred
  • Knowledge management platforms such as Zendesk Guide, Guru, Notion, Confluence, or similar
  • Support platforms including Zendesk, Gladly, Gorgias, Intercom, Freshdesk, or Salesforce Service Cloud
  • QA tools like MaestroQA, Klaus, Level, or custom QA frameworks
  • Familiarity with LMS platforms and training documentation tools
  • Working knowledge of automation, chatbots, macros, workflows, and intent tagging
  • Strong Excel or Google Sheets skills with the ability to analyze CSAT, QA, FCR, AHT, and deflection metrics
Benefits
  • competitive equity packages
  • comprehensive set of benefits designed to support the well-being, growth, and balance of our team

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
CX operationsonboarding programsknowledge managementQA frameworksautomationconversational AIExcelGoogle SheetsCSAT analysisdeflection metrics
Soft skills
leadershipcommunicationorganizational skillscollaborationproblem-solvingtrainingcoachingprocess improvementgovernancecalibration