CX Ops ManagerManagement

We're looking for an experienced CX operations professional to own the CX systems, and vendor relationships that keep Guardio's customer support running at its best. This role sits at the intersection of platform management, BPO oversight, and quality. You won't just keep the lights on, you'll raise the bar on what great customer communication looks like across every channel, including how we define standards for our AI-assisted support tools.

You will:

Own Zendesk end to end; routing, triggers, automations, macros, and views

Keep tickets moving to the right handler: by intent, priority, and channel

Audit the platform regularly. Catch drift, kill redundancy, stay clean

Spot underused capabilities and lead adoption where it actually makes a difference

Own BPO relationship: SLAs, escalation paths, and performance standards

Plan capacity; headcount, shift coverage, seasonal adjustments

Run onboarding and training pipelines for new agents as well as everboarding to ensure we maintain knowledge across teams

Catch performance dips early and turn data into coaching, fast

Help to maintain QA automations with the Head of CX and CX lead. Set the pillars, keep them calibrated

Contribute and maintain AI-assisted QA process, review outputs and intervene when scoring drifts

Sounds great! Am I the right fit?

Our guess is you have a good chance if you check as many of these as possible:

4 years experience Support Operations, Customer Support, Technical Support, Business Operations, or related roles

Zendesk admin experience; you know what's possible, not just what's set up

You've managed a BPO or outsourced CX team and know how to hold a vendor to account

You've owned or managed a QA program — scorecard design, calibration, coaching loops

You're comfortable setting communication standards for AI-assisted support tools