CX Ops Manager

Guardio is on a mission to redefine consumer cybersecurity for the modern internet.  We operate at consumer scale, protecting millions of people every day across devices, accounts, and digital touchpoints. In a world where phishing, fraud, and AI-powered scams evolve overnight, Guardio stays ahead of the curve. We move fast, think deeply, and build with purpose. Our culture is rooted in transparency, feedback, and collaboration along with shared wins, team dinners, company trips, and good times. We’re a team of 100+ makers, doers, and boundary-breakers. If you’re ready to tackle meaningful challenges, grow at lightning speed, and help shape the next frontier of online safety, you belong here. Let's cut to the chase. What's the job?  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 Systems thinker. You see how routing, macros, SLAs, and quality all connect Data-driven, but you act on it, trends become decisions, not just slides You build processes that make agents feel supported, not surveilled Excellent written and verbal communication skills in English Requirements null