CX Operations Manager, Tooling

Remotecom · Remote-Western EuropeRemotomid

En corto

▸Gestiona y mejora las plataformas de experiencia del cliente (Zendesk, Vitally) con enfoque en automatización y operaciones.
▸Trabajas de forma autónoma en cambios de configuración, integraciones y flujos, desde el diseño hasta el despliegue y mantenimiento.
▸Destaca por aplicar IA y automatización en operaciones de CX, con impacto directo en escalabilidad y confiabilidad.

Proficiency in English is required for collaboration across global teams.

En ~1 minuto te damos: quién te entrevista, las preguntas probables con respuestas desde tu CV, y tu CV adaptado a esta vacante. Gratis, sin tarjeta.

¿Qué piden?

✓Experiencia práctica con Zendesk en entorno de producción (triggers, automaciones, routing, macros).
✓Conocimiento en operaciones de CX o customer success, no solo administración técnica.
✓Capacidad para entregar proyectos de principio a fin: escalamiento, alineación, despliegue seguro y seguimiento.
✓Hábito de documentar todo como parte del proceso, no como tarea final.
✓Capacidad para decidir cuándo usar configuración vs. solución técnica más compleja.
✓Experiencia con herramientas de automatización (Zapier, automaciones nativas, etc.) en entornos de soporte.

¿No cumplís todo? Es lo normal — tu dossier gratis te dice qué gaps tenés y cómo cubrirlos en la entrevista.

ZendeskVitallyZapierAPILow-codeNo-codeAI-assisted workflowsAutomationIntegrationsCustomer Success

¿A quién escribirle en Remotecom?

Tu dossier gratis identifica a las personas que te entrevistarían — con su background, qué valoran y cómo escribirles para destacar antes de aplicar.

About Remote Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully 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. If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! 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. Yo

No apliques sin prepararte

Investigamos quién te entrevista, adaptamos tu CV y te ensayamos en vivo — gratis la primera.