CX Operations Manager, Tooling

📋 Description

• Administer and maintain Zendesk, Vitally, and related customer experience platforms
• 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 and workflow friction
• Support AI-enabled CX workflows such as agent assistance, routing and triage tools, and automated

🎯 Requirements

• Strong ownership and autonomy
• Hands-on experience administering Zendesk in production support environment
• Experience managing customer experience/support/success operations platforms
• Demonstrated ability to manage initiatives end to end
• Strong documentation habits
• Sound judgment for choosing configuration, automation, or technical solutions

🎁 Benefits

• Fully remote work
• Work-from-anywhere flexibility
• Flexible paid time off
• Flexible working hours in asynchronous environment
• 16 weeks paid parental leave
• Mental health support services