Sr. CX Operations Coordinator

About the role

We’re looking for a Sr. CX Operations Coordinator to help scale quality, clarity, and consistency across our Customer Experience team. This role plays a critical part in how we maintain high standards as volume grows, acting as the connective tissue across QA, training, knowledge, escalations, and order operations. This role helps drive operational efficiency by improving response quality, reducing avoidable escalations, and tightening how the team resolves issues end-to-end.

You’ll be responsible for building and maintaining the operational foundation that allows our CX team to move fast without sacrificing accuracy or trust. This is a hands-on role for someone who loves structure, follows through relentlessly, and takes pride in turning messy inputs into clean, usable systems that the team actually relies on.

This role is part of our remote HQ! We have a fully remote, high-trust work environment - and also come together on a biannual basis for amazing off-sites where we can connect IRL.

In this role, you will:

• 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

We're looking for someone who:

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

Approach to the role:

• You run a tight cadence and follow through without reminders
• You obsess over clarity and write documentation that removes ambiguity
• You think in patterns and turn repeat issues into durable fixes
• You balance empathy with policy discipline and sound judgment
• You collaborate efficiently and bring solutions, not noise

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.

Compensation & Benefits:

At Grüns, we're committed to providing a competitive total co