Sr. CX Operations Coordinator

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 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 quarterly 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 compensation package — grounded in market data that considers our size, stage, industry, and location. For this role, the base salary range is between $70,000 - $85,000 depending on experience. Beyond base salary, we offer competitive equity packages and a comprehensive set of benefits designed to support the well-being, growth, and balance of our team. 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! Apply tot his job