About this role
Role Overview
- 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
Requirements
- 2–4 years of experience in CX, Support Ops, CX Ops, QA, Training Coordination, or Knowledge Management
- Hands-on experience with escalations, order issues, and customer exceptions end to end
- Created or maintained clear, usable documentation (SOPs, macros, templates, help content)
- Comfortable working with CX metrics like CSAT, quality scoring, contact drivers, and resolution quality
- 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 well-being, growth, and balance