Customer Experience Manager, International

We're so happy you're here! Thank you for checking our job out and we hope to have the chance to meet you in our interview process!

About the role

Grüns is scaling rapidly across international markets, and customer experience must scale with the same level of excellence, efficiency, and consistency as our U.S. business. We’re hiring a Customer Experience Manager, International to build and operate the CX Operations infrastructure that enables world class support across regions, channels, and BPO partners.

This role is responsible for owning the foundational systems that make great CX possible at scale: onboarding and training, knowledge management, QA and calibration, automation enablement, and operational documentation. You’ll partner closely with CX leadership, BPO vendors, Product, and Compliance to ensure our international customers receive fast, accurate, and empathetic support without driving up cost or complexity.

This role is part of our remote HQ! We operate in a fully remote, high-trust environment and come together bi-annually for off-sites to connect IRL. This role is ideally suited for candidates based in Europe.

In this role, you will:

CX onboarding and training

• 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.

Knowledge management

• 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.

Quality assurance and calibration

• 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.

Automation and self-service enablement

• 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.
  

Operational rigor and governance

• 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.

We’re looking for someone who has:

• 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.

To Apply

Please enter your info and share a bit about yourself with us below. We ask that you do not use Chat GPT or similar tools to answer these questions, as it is our hope to genuinely get to know you and the way you communicate and think! We do love integrating these tools into our work though, and you'll hear plenty more about that if you join us.

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 r