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Swile is seeking a CX Performance Specialist to serve as the technical lead for the Customer Experience Performance team. This role combines technical operations, data analytics, and automation to optimize customer service delivery and team efficiency.
Key Responsibilities:
CX Tools Operations & Support: Manage the day-to-day functioning of CX tools, resolving Level 1 and 2 incidents. Administer access controls, roles, licenses, macros, views, routing rules, and quality tools (particularly Zendesk QA). Configure quality management systems, support technical onboarding/offboarding, and adapt tools to operational needs while maintaining comprehensive documentation.
Data & Performance Management: Produce and validate operational reporting, leveraging quality and customer satisfaction data (CSAT). Identify trends, performance gaps, and improvement opportunities. Ensure data consistency across definitions and sources. Measure impact of new tools, processes, and automation initiatives.
Automation & AI Development: Design and enhance internal LLM-based assistants. Automate tasks and controls using triggers, workflows, and no-code platforms. Contribute to quality evaluation automation. Integrate CX, CRM, back-office, and communication systems via APIs, webhooks, and iPaaS solutions. Train teams on automation best practices, prompting techniques, and AI usage.
Required Qualifications:
1–3 years in Operations, IT Support, or hybrid Tech/Business roles. Strong proficiency with ticketing systems (Zendesk preferred); Zendesk QA or Quality Management tool experience is a plus. Solid technical foundation with automation appetite (Make, Zapier, n8n, or equivalents). Understanding of integrations (APIs, webhooks, workflows). Comfortable with operational data analysis and building simple, reliable, actionable reports. Self-directed, detail-oriented, and committed to documentation. Ability to collaborate across business teams, technical teams, and external partners. Interest in or experience with generative AI/LLMs is advantageous, as is prior experience building automated workflows, AI assistants, or performance dashboards.
