CX Operations Manager (Remote)

Job summary

This role focuses on enhancing and managing the platforms that support Customer Experience operations, including Zendesk and Vitally. The position involves hands-on work with system configuration, automation, and integration to ensure reliable and efficient operations for support and customer success teams.

Qualifications

• Proven ability to take ownership and work autonomously.
• Experience with Zendesk in a production support environment, including triggers, automations, and API debugging.
• Background in platform operations within customer experience or success.
• Strong documentation skills, ensuring clarity and accessibility.
• Ability to discern when to use configuration or automation for problem-solving.
• Familiarity with low/no-code automation tools and AI applications in customer support.
• Comfortable working with APIs and integration patterns.
• Proficient in English, both written and spoken.

Responsibilities

• Administer and maintain the operational health of Zendesk, Vitally, and related tools.
• Manage platform requests from internal teams, ensuring timely delivery.
• Design and implement automations and workflows to enhance efficiency.
• Identify and address opportunities for automation based on operational data and team feedback.
• Collaborate with cross-functional teams to validate solutions and support training initiatives.

Skills

• Strong analytical skills to prioritize work based on operational metrics.
• Experience in identifying and resolving technical debt and process gaps.
• Ability to support the rollout of new channels and workflow changes.

Education

• Relevant experience in customer experience operations or a related field is preferred.

Tools

• Zendesk, Vitally, low-code automation tools, and familiarity with APIs.