CX Operations Manager

Location: Remote; quarterly off-sites are held in person.

Base salary: $100,000–$115,000 per year, plus bonus.

Company

hirify.global develops convenient gummy-based foundational nutrition products made from whole-food ingredients and a broad range of nutrients.

What you will do

• Own and regularly audit the customer experience knowledge base as the single source of truth.
• Design and facilitate onboarding, training, and continuing education for customer support agents across time zones.
• Analyze CSAT, NPS, QA, FCR, AHT, contact drivers, and resolution data to identify workflow and knowledge gaps.
• Partner with internal QA and BPO leadership on calibrations, coaching, and performance improvement plans.
• Build FAQs, agent macros, and self-service resources that improve agent efficiency.
• Work with the AI Lead to identify automation and deflection opportunities and implement internal tools that improve resolution times and CSAT.

Requirements

• 5+ years of experience in Customer Experience, Support Operations, CX Operations, QA, Training, or Knowledge Management.
• 2+ years in a managerial role or equivalent independent ownership experience.
• Direct experience working with BPO teams.
• Experience creating and maintaining SOPs, macros, help articles, templates, and other frontline documentation.
• Strong knowledge of CX performance reporting and hands-on experience with support platforms, knowledge tools, and QA workflows.
• Strong Google Workspace and Google Sheets skills, including pivot tables, filters, and structured logs.

Nice to have

• Experience using AI tools or building AI agents with tools such as Claude, ChatGPT, or Claude Code.

Culture & Benefits

• Fully remote, high-trust work environment with quarterly in-person off-sites.
• Flexible virtual training schedule across time zones.
• Competitive equity package and benefits coverage for employees and families.
• Generous paid time off, free hirify.global products, and additional health and wellness benefits.
• Culture centered on high standards, ownership, measurable impact, urgency, and practical use of AI.