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Wag! Group Co. is seeking a CX Business Systems Administrator to provide technical administration support for the Customer Experience team's business tools and applications. The role focuses on managing the support CRM (Kustomer), AI/automation platforms, and phone system administration.
Key responsibilities include:
- Owning the configuration, deployment, and optimization of AI-powered support tools (chatbots, virtual agents, automated workflows) to drive ticket deflection and self-service success
- Administering and customizing the Kustomer CRM and broader tool stack, including widget implementation, API integration, workflow configuration, and reporting
- Defining, tracking, and reporting on deflection and performance metrics (containment rate, automated resolution rate, CSAT) via dashboards and status reports
- Diagnosing and resolving technical issues across priority levels, collaborating with cross-functional partners and third-party providers to maintain SLAs
- Managing user permissions, security configurations, PII safeguarding, and championing organizational tech standards and process improvements
Required qualifications:
- Bachelor's degree or equivalent experience in a related field
- 3+ years of experience managing support CRMs
- Proficiency with RESTful APIs and SaaS integrations; working knowledge of SQL
- Strong analytical thinking, problem-solving, and customer-focused communication skills
- Ability to work in-person 5 days per week in downtown Miami office
Preferred qualifications:
- 5+ years of system or application administration experience
- Exposure to AI/automation support tools and ticket deflection strategy
- Familiarity with CRM platforms (Salesforce, Zendesk, Oracle)
- Experience troubleshooting in SaaS environments and managing change/data migration
Wag! is a multi-brand pet services platform operating the Wag! on-demand dog walking app, Petted pet insurance marketplace, Dog Food Advisor, WoofWoofTV content platform, and maxbone pet essentials. The company serves millions of pet owners nationwide.
