CX Operations Manager – Tooling

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 €36.9k - €83k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Remote

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Remote is a global HR platform that simplifies the process of hiring, onboarding, managing, and paying employees and contractors worldwide. It offers comprehensive solutions for recruitment, payroll management, contractor management, and compliance. The platform supports businesses in handling HR tasks seamlessly and efficiently, ensuring fast and compliant payouts, providing employer of record services, and facilitating employee benefits and equity offerings. Additionally, Remote integrates with various HR systems, allowing for a flexible, scalable, and reliable solution for businesses looking to expand globally.

📋 Description

• Own and improve the platforms Customer Experience runs on: Zendesk, Vitally, and integrations connecting them to the rest of the stack • Configure, automate, integrate, and maintain systems used by support and customer success teams • See work through from scoping to production and ongoing ownership, including testing, communication, documentation, and platform reliability • Administer Zendesk, Vitally, and related CX tools, including configuration, access, and operational health • Own intake, triage, and delivery for internal platform requests • Design and maintain triggers, automations, and data flows that reduce manual handling • Build and run integrations using APIs, webhooks, and low-code tools • Identify and deliver practical automation improvements • Support AI-enabled CX workflows such as agent assist, routing, triage, and intake automation • Follow change management practices and document intent and ownership • Use operational data and platform metrics to prioritize work and measure results • Identify fragile configurations, process gaps, and technical debt • Support new channels, integrations, and workflow changes • Partner with support, success, operations, enablement, product, engineering, and data teams • Report to the Senior Manager, CX Operations

🎯 Requirements

• Strong ownership and autonomy • Hands-on Zendesk experience in a production support environment, including triggers, automations, views, groups, routing, macros, and API debugging • Platform operations experience in CX or customer success • End-to-end delivery experience: scoping, stakeholder alignment, safe rollout, and post-go-live ownership • Documentation as part of the delivery process • Sound judgment on configuration versus automation or other approaches • CX automation experience with low/no-code tools such as Zapier or platform-native automations • Practical familiarity with AI in support and success operations, including agent assist, workflow automation, triage/routing helpers, or knowledge-backed tools • Comfort with APIs, webhooks, and integration patterns • Depth in Zendesk or a comparable support platform • Vitally or similar Customer Success platform experience is a strong plus • Clear written and spoken English • Remote-first experience is a plus • Submit application and CV in English • Prior employment verification check

🏖️ Benefits

• work from anywhere • flexible paid time off • flexible working hours (we are async) • 16 weeks paid parental leave • budget towards co-working spaces, learning and wellness (including gym memberships) • mental health support services • stock options • home office budget & IT equipment • life-work balance • Employee resource groups (Women, Disability, Queer, Minorities in Tech) • accommodations during interviews and beyond