CX Operations Manager, Tooling
Remote · Remoto
Sobre a função
About Remote
With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.
We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.
What this job can offer you
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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
- Interview with recruiter
- Interview with future manager
- Interview with VP
- Interview with team members (no managers present)
- Bar Raiser Interview
- Prior employment verification check
Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.
At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.
Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.
At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.
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
How you’ll plan your day (and life)
We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.
You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.
If that sounds like something you want, apply now!
How to apply
- Please fill out the form below and upload your CV with a PDF format.
- We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
- If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.
Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.
We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.
At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here.
Please note we accept applications on an ongoing basis.