CX Systems Administrator

This is a fully remote position, open to applicants in Alabama, +28 more states.

📋 Description

• Act as the complete technical owner of Zendesk, Community Software, and related CX tools.

• Oversee data mapping, synchronization logic, and integrations among HubSpot, Zendesk, and ChurnZero.

• Develop and sustain automated workflows, nested triggers, and custom fields across CX platforms.

• Set up feedback mechanisms through Simplesat.

• Manage automated retention and cancellation processes in ProsperStack.

• Administer Assembled workforce management systems.

• Implement, fine-tune, and enhance AI Agents.

• Maintain the Customer Context App, text validation instruments, and Trucentive.

• Act as the main technical escalation point for internal CX technology challenges.

• Perform system audits, rectify broken automations, and oversee user security and permissions.

• Collaborate with software vendors to troubleshoot technical issues and assess features.

• Execute CX operations and technical projects that facilitate departmental growth.

• Report directly to the Director of Customer Operations.

⛳️ Requirements

• Over 3 years of technical administration experience in a SaaS setting.

• Extensive administrative experience with Zendesk and HubSpot, particularly in complex routing, workflows, and integrations.

• Strong logical reasoning capabilities with a background in mapping intricate conditional processes using If/Then logic.

• Knowledge of SaaS integration techniques, including webhooks, APIs, and middleware solutions such as Zapier and Workato.

• Exceptional attention to detail and thorough workflow testing experience.

• Must be based in the US and legally eligible to work full-time in the US.

• A stable working environment with a designated workspace and access to high-speed internet is required.

• Sponsorships are not available.

• Preference for experience with workforce management tools such as Assembled.

• Preferred experience with customer success platforms like ChurnZero.

• Experience in deploying and optimizing AI-driven customer service agents is preferred.

• Background in supporting CX, Support, or Customer Success teams in a rapidly growing SaaS or faith tech organization is preferred.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance for family members.

• 401K.

• Paid time off.

• Sick leave.

• Parental leave.

• Equal opportunity employment.