Sr. CX Operations Coordinator

TL;DR

Sr. CX Operations Coordinator (Customer Experience): Scaling quality, clarity, and consistency across the CX team with an accent on QA, training, knowledge management, escalations, and order operations. Focus on driving operational efficiency, reducing avoidable escalations, and building reliable systems for high-volume support.

Location: Fully remote (part of remote HQ with biannual off-sites)

Salary: $70,000-$85,000

Company

hirify.global provides comprehensive nutrition through convenient daily gummy snacks formulated from 60 nutrient-dense whole-food ingredients.

What you will do

• Run consistent QA cadence with regular sampling, scoring, and weekly insights to drive fixes via training, documentation, or processes
• Own CX knowledge base, maintaining clear documentation, policies, macros, and help content updated for product changes and issues
• Support onboarding, training refreshers, escalations, and order operations including shipping, returns, and investigations end-to-end
• Partner with BPO team and captains to resolve edge cases, close feedback loops, and ensure clean handoffs

Requirements

• 2–4 years in CX, Support Ops, CX Ops, QA, Training Coordination, or Knowledge Management
• Hands-on experience with escalations, order issues, and customer exceptions
• Experience creating/maintaining documentation like SOPs, macros, templates, help content
• Comfortable with CX metrics (CSAT, quality scoring, resolution quality) and tools (Gladly, Zendesk, Gorgias, Google Workspace)

Culture & Benefits

• High-trust fully remote environment with biannual off-sites
• Competitive compensation grounded in market data, comprehensive benefits for you and family
• Generous PTO, free hirify.global subscriptions, health and well-being perks
• Emphasis on ownership, impact, high standards, and using AI/tools efficiently