Senior CX Operations Coordinator

Grüns

full-time

Posted on: 1/15/2026

Location Type: Remote

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💰 $70,000 - $85,000 per year

About the role

Run a consistent QA cadence, executing regular sampling and scoring across CX interactions
Surface weekly insights and recurring patterns, then drive fixes through training, documentation, or process updates
Own CX knowledge and documentation, maintaining a clear, trusted single source of truth
Proactively update policies, macros, and help content based on product changes, QA findings, and recurring issues
Support onboarding and ongoing training refreshers tied directly to quality gaps and escalation trends
Manage escalations and exceptions with speed, clarity, and strong ownership across all channels, including phone as needed
Ensure clean documentation, clear handoffs, and follow-through through resolution
Support order operations and investigations end to end, including shipping issues, replacements, returns, and lost packages
Partner closely with our BPO team and team captains to unblock edge cases and close feedback loops through training and documentation

2–4 years of experience in CX, Support Ops, CX Ops, QA, Training Coordination, or Knowledge Management
Hands-on experience with escalations, order issues, and customer exceptions end to end
Created or maintained clear, usable documentation (SOPs, macros, templates, help content)
Comfortable working with CX metrics like CSAT, quality scoring, contact drivers, and resolution quality
Proficient with CX tools (e.g., Gladly, Zendesk, Gorgias), Google Workspace, and knowledge/QA workflows

Benefits

Competitive equity packages
Comprehensive set of benefits designed to support well-being, growth, and balance
Generous PTO
Free Grüns subscriptions

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

QACX metricsquality scoringdocumentationescalationsorder issuescustomer exceptionstraining coordinationknowledge management

ownershipclaritycommunicationproblem-solvingproactivity