CX Operations Manager – Tooling

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and enhance the platforms utilized by Customer Experience, including Zendesk, Vitally, and their integrations with other systems.

• Configure, automate, integrate, and sustain the systems employed by support and customer success teams.

• Oversee projects from initial scoping to production and ongoing management, which encompasses testing, communication, documentation, and platform reliability.

• Manage Zendesk, Vitally, and associated CX tools, focusing on configuration, access, and operational health.

• Handle the intake, triage, and execution of internal platform requests.

• Create and maintain triggers, automations, and data flows to minimize manual intervention.

• Develop and manage integrations using APIs, webhooks, and low-code tools.

• Identify and implement practical automation enhancements.

• Assist with AI-driven CX workflows, including agent support, routing, triage, and automation of intake processes.

• Adhere to change management protocols and document intentions and ownership clearly.

• Utilize operational data and platform metrics to prioritize tasks and evaluate outcomes.

• Recognize fragile configurations, process inefficiencies, and technical debts.

• Support the introduction of new channels, integrations, and workflow modifications.

• Collaborate with teams across support, success, operations, enablement, product, engineering, and data.

• Report directly to the Senior Manager, CX Operations.

⛳️ Requirements

• Strong sense of ownership and ability to work autonomously.

• Practical experience with Zendesk in a production support context, covering triggers, automations, views, groups, routing, macros, and API troubleshooting.

• Background in platform operations within CX or customer success environments.

• Experience with end-to-end project delivery, including scoping, stakeholder alignment, safe deployment, and post-launch management.

• Proficient in documentation as part of the delivery workflow.

• Ability to exercise sound judgment regarding configuration, automation, and alternative methods.

• Experience in CX automation with low/no-code tools such as Zapier or native platform automations.

• Familiarity with AI applications in support and success operations, including agent assistance, workflow automation, and triage/routing aids.

• Comfort with APIs, webhooks, and integration methodologies.

• In-depth knowledge of Zendesk or a similar support platform.

• Experience with Vitally or comparable Customer Success platforms is highly desirable.

• Proficient in written and spoken English.

• Remote work experience is beneficial.

• Applications and CVs should be submitted in English.

• Prior employment verification checks are required.

🏝️ Benefits

• Work from any location.

• Flexible paid time off.

• Flexible working hours (we operate asynchronously).

• 16 weeks of paid parental leave.

• Budget allocated for co-working spaces, learning, and wellness (including gym memberships).

• Access to mental health support services.

• Stock options available.

• Home office budget and IT equipment provided.

• Emphasis on life-work balance.

• Participation in employee resource groups (Women, Disability, Queer, Minorities in Tech).

• Accommodations will be provided during interviews and beyond.