CX Operations Manager Tooling

What this job can offer you

• You will own and improve the platforms Customer Experience runs on: Zendesk Vitally and the integrations that connect them to the rest of the stack.

  This is hands-on platform work with real scope.

  You configure automate integrate and maintain systems used every day by support and customer success teams.

  You work with autonomy on agreed priorities use automation (including AI-assisted workflows where they fit) and partner with operations and technical teams when a problem needs more than configuration alone.

  You will see work through from scoping to production and ongoing ownership: testing changes communicating with affected teams documenting what you ship and keeping platforms reliable as requirements grow.

  How this role contributes to the department's and company's goals

  Remote's CX organization depends on reliable tooling: routing that works automations that hold up under load and platforms that specialists can trust.

  This role keeps that foundation solid as the business and product surface area grow.

  You will help CX scale without adding friction: fewer manual workarounds clearer workflows and platform changes that ship with proper testing communication and documentation.

  Strong platform operations also creates the conditions for automation and AI initiatives to land safely.

  The work sits close to the teams who use these tools every day so the impact is direct and measurable.

What you bring

• Strong ownership and autonomy: you spot what needs doing set direction and deliver without heavy oversight.
• Hands-on Zendesk experience in a production support environment: triggers automations views groups routing macros and comfort debugging via the API when needed.
• Platform operations experience in CX or customer success: you understand how support and CSM teams work not just how admin screens are laid out.
• End-to-end delivery: scoping stakeholder alignment safe rollout and steady-state ownership after go-live.
• Documentation as part of how you work.

  Accurate accessible docs are part of done not an afterthought.

• Sound judgment on when configuration or automation is the right fix and when the problem needs a different approach.
• Automation experience in CX: low/no-code tools (Zapier platform-native automations or similar) and workflows that hold up in production.
• Practical familiarity with AI in support and success operations: agent assist workflow automation triage or routing helpers or knowledge-backed tools.

  You do not need to be an ML engineer but you should be comfortable working with AI-enabled workflows and knowing where they help versus add noise.

• Comfort with APIs webhooks and integration patterns; able to partner with engineering on harder problems.
• Depth in Zendesk or a comparable support platform.

  Vitally or similar Customer Success platform experience is a strong plus.

  Willingness to work across more than one system in the stack.

• Clear written and spoken English.

  Remote-first experience is a plus.

Key Responsibilities 

Platform administration and reliability

• Administer Zendesk Vitally and related CX tools: configuration access and day-to-day operational health.
• Own intake triage and delivery for platform requests from internal teams.
• Maintain documentation for configurations automations and integrations.

Workflow automation and AI-enabled tooling

• Design and maintain triggers automations and data flows that reduce manual handling and keep work moving reliably through CX systems.
• Build and run integrations across the CX stack using APIs webhooks and low-code tools where that is the right tradeoff.
• Identify automation opportunities from ticket data workflow friction and team feedback; ship practical improvements not automation for its own sake.
• Support AI-enabled workflows in CX (for example agent assist routing or triage helpers and intake automation): configure test document and iterate with appropriate oversight and change control.
• Follow change management practices: test before production communicate impact document intent and ownership.

Continuous improvement

• Use operational data and platform metrics to prioritize work and measure results.
• Identify fragile configs process gaps and technical debt; address them in a structured way.
• Support rollout of new channels integrations and workflow changes as CX requirements evolve.

Cross-functional partnership

• Work with support success and operations teams to understand workflow needs and validate solutions before they ship.
• Partner with enablement on training and adoption when tooling changes affect frontline teams.
• Collaborate with product engineering and data teams on integrations and escalations that go beyond platform configuration.

Practicals

• You'll report to: Senior Manager CX Operations
• Team: Customer Experience - CX Operations
• Location: For this position we welcome everyone to apply but we will prioritize applications from Europe and the Americas.
• Start date: As soon as possible

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with VP
4. Interview with team members (no managers present)
5. Bar Raiser Interview
6. Prior employment verification check