This a Full Remote job, the offer is available from: Europe

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.

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.

A bit about us...

At Grüns, we believe that foundational nutrition should be simple and convenient for everyone. We're dedicated to bringing comprehensive and real nutrition to you through our gummies, formulated from 60 nutrient-dense and whole-food ingredients. Simply enjoy a grab-and-go snack pack of gummies daily whenever fits best in your schedule and wherever life takes you.

Like you, we were disappointed. There’s an infinite number of “nutrition” companies, all focused on what’s best for them — not what’s best for you. Hundreds of products to sell you on, low-quality ingredients, and small nutrient doses. We’ve seen it all.

So we decided it was time to fix it. No more choking on and popping pills like a pharmacy. No more clean-up and disgust from gross powders. And no more cobbling together handfuls to dozens of supplements. Grüns is comprehensive nutrition, made convenient and delicious.

What we care about...

Autonomy: Only the best work at Grüns. We’re all confident, independent leaders. We are proactive. We find opportunities for improvement. Don’t ask; just do. When our actions impact other areas of the organization, we communicate with those functional leaders to ensure connectivity.

Growth: We love to take on new challenges, learn new things, and express interest in new functions. “I’ve never done this before” is not an excuse; it’s an opportunity.

Community: We care deeply about each other. We’re good humans and provide support wherever we can. We care, not just professionally but personally as well.

Compensation & Perks

For every role, we aim to have highly competitive compensation and opportunity for impact and career growth.

Everyone at Grüns works hard, but we believe in wellness and balance too. We have super strong benefits coverage -- for you and your family, generous PTO, free Grüns subscriptions, and a few more perks centered around health and well-being that we can't wait to tell you about!

This offer from "Grüns" has been enriched by Jobgether.com and got a 77% flex score.

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