CX Operations Manager, Tooling

Accountabilities: Administer and maintain Zendesk, Vitally, and related customer experience platforms, including configuration, access management, and day-to-day operational health. Own the intake, prioritization, triage, and delivery of platform requests from internal customer support and success teams. Design and maintain triggers, automations, workflows, and data flows that reduce manual work and improve operational efficiency. Build and maintain integrations across the CX technology stack using APIs, webhooks, low-code tools, and platform-native capabilities. Identify automation opportunities through operational data, workflow friction, and feedback from frontline teams, focusing on practical improvements with measurable impact. Support AI-enabled CX workflows such as agent assistance, routing and triage tools, and automated intake processes, including configuration, testing, documentation, and iteration. Apply appropriate change management practices by testing changes before production, communicating their impact, and documenting configurations, ownership, and intent. Maintain clear and accessible documentation covering platform configurations, automations, integrations, and operational processes. Use platform metrics and operational data to prioritize improvements and measure outcomes. Identify fragile configurations, process gaps, and technical debt, and address them systematically. Support the rollout of new channels, integrations, and workflow changes as customer experience requirements evolve. Partner with support, customer success, and operations teams to understand needs and validate solutions before implementation. Work with enablement teams on training and adoption when tooling changes affect frontline users. Collaborate with product, engineering, and data teams when technical challenges extend beyond platform configuration. Requirements: Strong ownership and autonomy, with the ability to identify priorities, set direction, and deliver with limited oversight. Hands-on experience administering Zendesk in a production support environment, including triggers, automations, views, groups, routing, macros, and API-based troubleshooting. Experience managing platforms within customer experience, customer support, or customer success operations, with a practical understanding of how frontline teams work. Demonstrated ability to manage initiatives end to end, from scoping and stakeholder alignment through safe rollout and ongoing ownership. Strong documentation habits, with the ability to create accurate and accessible technical and operational documentation. Sound judgment when deciding whether configuration, automation, or a broader technical or process solution is the appropriate approach. Experience building CX automations using low-code/no-code tools such as Zapier, platform-native automation, or comparable solutions. Practical experience with AI-enabled support or customer success workflows, such as agent assistance, triage, routing, intake automation, or knowledge-based tools. Comfortable working with APIs, webhooks, and integration patterns and collaborating with engineering teams on more complex technical challenges. Strong experience with Zendesk or a comparable customer support platform; experience with Vitally or another customer success platform is a strong advantage. Willingness and ability to work across multiple systems within a broader technology stack. Strong written and spoken English communication skills. Experience working in a remote-first or distributed environment is an advantage. Ability to use operational data and platform metrics to identify opportunities, prioritize work, and measure results. A proactive, structured, and collaborative approach to solving operational and technical problems. Benefits: Fully remote work, with applications welcomed globally and a particular focus on candidates based in Europe and the Americas. Work-from-anywhere flexibility. Flexible paid time off. Flexible working hours within an asynchronous working environment. 16 weeks of paid parental leave. Mental health support services. Stock options. Learning and professional development budget. Home office budget and IT equipment. Budget for local in-person social events or coworking spaces. A globally distributed environment designed to support flexibility and work-life balance. Annual salary range of €36,900–€83,050 EUR , with actual compensation depending on factors including location, experience, relevant skills, training, business needs, and market conditions.