TensorOps is hiring a Customer Experience Manager, International to build and operate the CX Operations infrastructure that enables support across international regions, channels, and BPO partners. You will own the foundational systems that make great CX possible at scale.
What You'll Do
- Design and implement a structured onboarding program for internal CX agents and BPO partners across international markets.
- Build certification paths and ongoing education programs tied to product launches, policy changes, and performance trends.
- Own a centralized, scalable Knowledge Management system including Help Center content, internal SOPs, macros, and workflows.
- Establish clear ownership, governance, and update cadences to keep documentation accurate and easy to navigate.
- Design and operate a robust QA framework across all channels and regions.
- Lead calibration sessions with internal teams and BPO partners to align on what 'great support' looks like.
- Partner with Product and Engineering to support automation and conversational AI initiatives.
- Ensure workflows, tagging, content, and macros are built to maximize deflection and AI effectiveness.
- Build and maintain SOPs, workflow maps, escalation paths, and process documentation across regions.
- Establish governance for process changes so international CX operates predictably as complexity increases.
What We're Looking For
- 5-7+ years in CX operations, enablement, training, QA, or support operations within fast-growing, multi-market environments.
- Direct experience supporting or managing CX operations across at least three EMEA markets.
- Proven success building onboarding programs, managing knowledge bases, designing QA frameworks, and working with BPO partners.
- Knowledge management platforms such as Zendesk Guide, Guru, Notion, Confluence, or similar.
- Support platforms including Zendesk, Gladly, Gorgias, Intercom, Freshdesk, or Salesforce Service Cloud.
- QA tools like MaestroQA, Klaus, Level, or custom QA frameworks.
- Familiarity with LMS platforms and training documentation tools.
- Working knowledge of automation, chatbots, macros, workflows, and intent tagging.
- Strong Excel or Google Sheets skills with the ability to analyze CSAT, QA, FCR, AHT, and deflection metrics.
Nice to Have
- Experience supporting automation or conversational AI initiatives.
Team & Environment
Part of a remote HQ. You will partner closely with CX leadership, BPO vendors, Product, and Compliance.
Benefits & Compensation
- Compensation: €85,000-€100,000 + competitive equity packages.
- Comprehensive set of benefits designed to support well-being, growth, and balance.
- Super strong benefits coverage for you and your family.
- Generous PTO.
- Free Grüns subscriptions.
- Perks centered around health and well-being.
Work Mode
This is a remote position open to candidates in Europe.
TensorOps is an equal opportunity employer.
