CX Operations Manager, ToolingNew$193K

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.

What you'll do

• 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.

• 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.

What they're looking for

• 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.