FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience and Support Operations, with a strong focus on training, performance analysis, and documentation management. Proficient in utilizing support platforms and knowledge tools to enhance agent efficiency and customer satisfaction.
Highest-signal resume keywords
Customer Experience ManagementPerformance AnalysisTraining DevelopmentDocumentation ManagementBPO Team Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
CSAT AnalysisNPS AnalysisQA WorkflowsSOP CreationPerformance Improvement PlansOperational FixesVirtual Training DeliveryKnowledge Base ManagementAutomation IdentificationEscalation Handling
Soft Skills
CoachingCommunicationCollaborationProblem-SolvingLeadership
Tools & Technologies
GladlyZendeskGorgiasIntercomSalesforce Service CloudNotionConfluenceGuruGoogle WorkspaceAI Tools
Industry Keywords
Customer SupportCX OperationsKnowledge ManagementBPOQuality Assurance
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Own the knowledge base as the single source of truth and audit it regularly
- Design and facilitate CX onboarding, training, and continuing education for new and tenured agents
- Deliver virtual training sessions across time zones for varied learning styles
- Analyze CSAT, NPS, QA, FCR, and AHT data to identify workflow and knowledge gaps
- Convert identified gaps into specific operational fixes
- Partner with the internal QA team and BPO leadership on calibrations, 1:1 coaching, and performance improvement plans
- Liaise between support leadership and agents
- Build and maintain FAQs and agent macros to improve self-service and agent efficiency
- Identify automation and deflection opportunities with the AI Lead
- Implement internal tools to improve resolution times and CSAT
- Maintain operating cadence, deadlines, programs, and reporting
- Handle escalations when needed
Requirements
What you’ll need- 5+ years in Customer Experience, Support Operations, CX Ops, QA, Training, or Knowledge Management
- 2+ years in a managerial role, or an equivalent independent-contributor role with real ownership
- Direct experience working with BPO teams
- Experience creating and maintaining documentation such as SOPs, macros, help articles, and templates
- Expertise analyzing CX performance reporting, including CSAT, quality scoring, contact drivers, first response time, and resolution quality
- Hands-on experience with a support platform such as Gladly, Zendesk, Gorgias, Intercom, Salesforce Service Cloud, or similar
- Experience with knowledge tools such as Notion, Confluence, Guru, or similar
- Experience with QA workflows including scorecards, sampling, and calibration
- Strong Google Workspace skills, including Google Sheets pivot tables, filters, and structured logs
- AI tools or AI agent experience is a bonus
Benefits
Comp & perks- Competitive equity packages
- Strong benefits coverage for employees and families
- Generous PTO
- Free Grüns
- Additional health and well-being perks
- Career growth opportunities
- Quarterly off-sites