Customer Experience Manager, International

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.

Location:

While this role is part of our global remote HQ, we feel a candidate based in or around Europe will be most successful in this role.

The team members you’ll be working with most closely are in the US time zones, so we ask that you are comfortable working a way that allows for some overlap in working hours to collaborate.

More generally, we operate in a fully remote, high trust environment with teammates across multiple countries and time zones. While we work async by default, we come together in person twice a year for offsites that help us connect, align, and build real relationships IRL.

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:

We ask that you do not use ChatGPT or similar tools to answer the application questions. Our goal is to genuinely understand how you think, communicate, and approach problems. We do integrate these tools into our day to day work, and you will hear more about that if you join the team.

Compensation & Benefits:

At Grüns, we are committed to offering a competitive total compensation package grounded in market data and aligned to our size, stage, industry, and geographic location. Compensation for this role will be benchmarked to the local market and may vary based on experience and country of hire.

In addition to base compensation, eligible roles may include equity and locally compliant benefits designed to support your well being, growth, and work life balance.