CX Program Manager - Remote

Overview

Firstbase.io is on a mission to build an “All-In-One Company OS” to enable global founders to launch, operate, and grow their businesses using Firstbase’s suite of products. We’re looking for a highly responsive, detail-oriented, and operationally excellent CX Program Manager to join our team.

In Short

• Drive strategic initiatives to enhance customer experience.
• Optimize processes through AI, automation, and data-driven decision-making.
• Work cross-functionally with Product, Engineering, and Operations.
• Manage BPO partnerships for outstanding customer support.
• Leverage AI and analytics to improve CX efficiency.
• Define and track OKRs for measurable improvements.
• Become a Zendesk expert to streamline workflows.
• Develop and maintain a robust knowledge base.
• Exceptional communication and stakeholder management skills required.
• 4+ years of experience in customer service operations preferred.

Requirements

• Be based in a LatAm country (position is remote).
• 4+ years of experience managing customer service operations.
• Proven experience optimizing BPO partnerships.
• Strong analytical mindset with AI and automation experience.
• Proficiency with Zendesk.
• Exceptional communication skills.
• Highly responsive and detail-oriented.
• Desire to learn and implement AI solutions.

Benefits

• Competitive salary & equity.
• Hybrid work environment.
• 21 days of PTO + birthday off.
• Build your ideal work setup with a stipend.
• Health benefits for US and international employees.
• Learning & development stipend.
• Amazing annual bonuses.