Business Systems Administrator

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6 days ago

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Bold Commerce

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eCommerce • SaaS • Fintech

Bold Commerce is a company that specializes in providing advanced e-commerce solutions with a focus on personalized and headless checkout experiences. The company offers tools like Bold Checkout and Fastlane by PayPal that help businesses optimize conversion rates, average order value, and customer lifetime value. Bold Commerce enables seamless integration with platforms like Shopify, Adobe Commerce, and BigCommerce to deliver customizable checkout flows across multiple touchpoints. They also have partnerships with major commerce technologies such as PayPal and provide resources like guides, webinars, and developer support to maximize their clients' revenue potential.

201 - 500 employees

Founded 2014

🛍️ eCommerce

☁️ SaaS

💳 Fintech

📋 Description

• Own and optimize Customer Success systems including Zendesk, workforce tools, internal platforms, and connected third-party solutions. • Define and execute our AI-powered self-service strategy, including knowledge base structure, bot flows, and in-app support. • Continuously analyze self-service effectiveness and iterate to improve deflection rates and BSAT. • Build scalable workflows, automations, and system integrations across platforms using APIs and automation tools. • Identify friction in the customer journey and introduce proactive self-service experiences. • Partner with Product and Design to funnel structured customer feedback into roadmap decisions. • Support Customer Success leadership by delivering better data, workflows, and system visibility. • Manage system security, access controls, and compliance across the Customer Success tech stack. • Assist with customer engagement initiatives including review outreach, follow-ups, and research efforts. • Support Marketing and Product teams with data segments, customer lists, and tooling.

🎯 Requirements

• 3+ years administering Customer Success or Support systems (Zendesk required) • 2+ years in Customer Success, Customer Experience, or Support leadership roles • Strong experience designing workflows, automation rules, triggers, and extensions in Zendesk • Proven experience with system integrations and connecting tools via REST APIs • Experience building AI-powered self-service or support automation strategies • Comfortable working across technical and non-technical teams to drive adoption and impact • Strong analytical mindset with experience defining success metrics and tracking operational performance • Experience with data tools (Looker / LookML experience is an asset) • Ability to own complex, cross-system challenges and drive solutions from idea to execution

🏖️ Benefits

• Competitive compensation that reflects your experience and skills • Employee Options to help you grow with us! • Employer Paid Health & Dental Benefits - starting day 1! • Virtual mental health and EAP platform for support anytime • Annual Health Benefit ($1,000 per year) to help you thrive! • Working remotely - anywhere in Canada! • Flexible work hours • Competitive paid vacation days