CX Operations Manager, Tooling

📋 Description

• Administer and maintain Zendesk, Vitally, and related customer experience platforms, including
• Own the intake, prioritization, triage, and delivery of platform requests from internal customer
• Design and maintain triggers, automations, workflows, and data flows that reduce manual work and
• Build and maintain integrations across the CX technology stack using APIs, webhooks, low-code
• Identify automation opportunities through operational data, workflow friction, and feedback from
• Support AI-enabled CX workflows such as agent assistance, routing and triage tools, and automated

🎯 Requirements

• Strong ownership and autonomy, with the ability to identify priorities, set direction, and deliver
• Hands-on experience administering Zendesk in a production support environment, including triggers
• Experience managing platforms within customer experience, customer support, or customer success
• Demonstrated ability to manage initiatives end to end, from scoping and stakeholder alignment
• Strong documentation habits, with the ability to create accurate and accessible technical and
• Sound judgment when deciding whether configuration, automation, or a broader technical or process

🎁 Benefits

• Fully remote work, with applications welcomed globally and a particular focus on candidates based
• Work-from-anywhere flexibility.
• Flexible paid time off.
• Flexible working hours within an asynchronous working environment.
• 16 weeks of paid parental leave.
• Mental health support services.