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Remote is a global HR platform enabling businesses to recruit, pay, and manage international teams compliantly. This role owns and improves the Customer Experience (CX) operations tooling stack—primarily Zendesk, Vitally, and their integrations—serving support and customer success teams across the organization.
You will be responsible for platform administration, configuration, and reliability of CX systems. This includes managing access, maintaining operational health, and owning the intake and delivery pipeline for platform requests from internal teams. You'll design and maintain triggers, automations, and data flows that reduce manual work and keep tickets moving reliably through the system.
Key responsibilities include building integrations across the CX stack using APIs, webhooks, and low-code tools (Zapier, platform-native automations); identifying automation opportunities from ticket data and team feedback; and implementing AI-enabled workflows where they improve efficiency without adding noise. You'll scope changes end-to-end, test safely, communicate with affected teams, document configurations and automations, and maintain steady-state ownership post-launch.
The role requires hands-on Zendesk expertise in production support environments (triggers, automations, views, routing, macros, API debugging). You should have platform operations experience in CX or customer success, understanding how support and CSM teams actually work. Strong ownership and autonomy are essential—you spot what needs doing, set direction, and deliver with minimal oversight. You'll need practical familiarity with AI in support operations (agent assist, workflow automation, triage helpers), comfort with APIs and webhooks, and the ability to partner with engineering on complex problems. Vitally or similar CSM platform experience is a plus. Clear written and spoken English required; remote-first work experience is valued.
