Grüns · 15 hours ago
Sr. CX Operations Coordinator
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $85K/yr
2+ years expGrüns is a company dedicated to providing simple and convenient foundational nutrition through their gummies. They are seeking a Sr. CX Operations Coordinator to enhance the quality and efficiency of their Customer Experience team by managing QA processes, documentation, and training to ensure high standards as the company scales.
Dietary SupplementsHealth CareNutritionSnack FoodWellness
Responsibilities
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
Qualification
Required
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
Benefits
Competitive equity packages
Comprehensive set of benefits designed to support the well-being, growth, and balance of our team
Generous PTO
Free Grüns subscriptions
Strong benefits coverage -- for you and your family
Company
Grüns
Grüns is a health and wellness company that offers nutrition supplements in the form of gummy snacks.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$21.11M2025-04-04Series Unknown· $10M
2024-08-21Debt Financing· $11.11M
Leadership Team
Chad Janis
Founder
Recent News
Sports Business Journal
2025-11-24
2025-07-13
Company data provided by crunchbase