CX Operations Manager, Tooling

Accountabilities

• • Administer and maintain Zendesk, Vitally, and related customer experience platforms, including configuration, access management, integrations, and operational health.
  • Own the intake, prioritization, triage, and delivery of tooling requests from internal customer experience teams.
  • Design, configure, and maintain triggers, automations, workflows, and data flows that reduce manual work and improve operational reliability.
  • Build and manage integrations using APIs, webhooks, low-code tools, and other appropriate technologies.
  • Identify opportunities for automation by analyzing workflow friction, operational data, platform usage, and feedback from frontline teams.
  • Support AI-enabled customer experience workflows, including agent assistance, routing, triage, intake automation, and knowledge-backed tools.
  • Test and validate platform changes before production deployment and apply appropriate change-management practices.
  • Communicate upcoming changes and their potential impact to affected teams, supporting smooth adoption and implementation.
  • Maintain clear, accurate documentation covering configurations, automations, integrations, ownership, and operational processes.
  • Monitor platform metrics and operational data to identify improvement opportunities, technical debt, fragile configurations, and process gaps.
  • 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 deployment.
  • Collaborate with enablement on training and adoption when tooling changes affect frontline teams.
  • Work with product, engineering, and data teams on complex integrations, technical escalations, and challenges that extend beyond platform configuration.

  Requirements:

  • Proven hands-on experience administering Zendesk or a comparable customer support platform in a production environment, including triggers, automations, views, groups, routing, macros, and API-based troubleshooting.
  • Experience supporting customer experience or customer success operations, with a strong understanding of how support and customer-facing teams use technology in their day-to-day work.
  • Experience owning technology or operational initiatives from scoping and stakeholder alignment through implementation, rollout, and ongoing maintenance.
  • Practical experience with workflow automation and low-code/no-code tools such as Zapier, native platform automations, or similar solutions.
  • Familiarity with APIs, webhooks, integrations, and common integration patterns, with the ability to collaborate effectively with engineering teams on more complex technical challenges.
  • Experience with a customer success platform such as Vitally is a strong advantage, along with the willingness to work across multiple systems within a broader technology stack.
  • Practical familiarity with AI-enabled workflows in customer support or success, such as agent assistance, automated triage, routing, or knowledge-based tools.
  • Ability to assess when configuration or automation is the right solution and when a problem requires a different operational or technical approach.
  • Strong ownership and autonomy, with the ability to identify priorities, make sound decisions, and deliver work without extensive oversight.
  • Strong organizational and project-management skills, with the ability to prioritize multiple requests and manage competing demands.
  • Excellent written and verbal English communication skills, with the ability to explain technical and operational changes clearly to different audiences.
  • Strong documentation habits and an understanding that accurate, accessible documentation is an essential part of successful delivery.
  • Analytical and problem-solving mindset, with strong attention to detail and a focus on measurable outcomes.
  • Comfortable working in a remote-first, asynchronous environment and collaborating with geographically distributed teams.
  • Curious, proactive, adaptable, and committed to continuous learning and improvement.

  Benefits:

  • Annual salary: €36,900–€83,050 EUR, with the actual offer determined by factors such as location, experience, skills, training, business needs, and market conditions.
  • Global remote work: Work from anywhere within the applicable employment framework.
  • Flexible paid time off: Take time away from work according to your needs.
  • Flexible working hours: Work asynchronously and organize your schedule around your life rather than around a meeting-heavy calendar.
  • Paid parental leave: 16 weeks of paid parental leave.
  • Mental health support: Access to mental health support services.
  • Stock options: Opportunity to participate in the company’s equity program.
  • Learning budget: Dedicated resources to support professional development and continuous learning.
  • Home office support: Home office budget and IT equipment provided.
  • Social connection: Budget for local in-person social events or coworking spaces.
  • Global and inclusive environment: Collaborate with colleagues across different continents, cultures, and backgrounds.
  • Autonomy and flexibility: A remote-first culture that encourages ownership, proactive decision-making, and a healthy life-work balance.
  • Career development: Opportunities to expand your skills and take on increasingly challenging responsibilities in a growing global organization.