Remote CX Operations & Tooling Lead

Jobgether; España; Presencial; EUR 37.000 - 83.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-friendly environment

Flexible working hours

Paid parental leave

Mental health support

Stock options

Learning budget

Home office budget

Social events budget

Descripción de la vacante

Jobgether is seeking a CX Operations Manager, Tooling based in Spain to own and improve the platforms powering customer experience across support and success. You will administer Zendesk, Vitally, and integrations, ensuring reliability and scalability.

You will design workflows, automate processes, and collaborate with distributed teams to reduce manual work and enhance frontline performance. This autonomous role suits proactive problem-solvers committed to continuous improvement.

Formación

• Proven hands-on experience administering Zendesk or a comparable platform in production.
• Experience supporting CX or CS operations and how teams use technology daily.
• Experience owning tech initiatives from scoping to rollout and maintenance.
• Practical experience with workflow automation and low-code tools.
• Familiarity with APIs, webhooks, and integrations with engineering teams.
• Experience with Vitally or similar CX platforms is a strong advantage.
• Ability to work across multiple systems within a broader tech stack.
• Familiarity with AI-enabled workflows in CX, like agent assistance and automation.

Responsabilidades

• Administer Zendesk, Vitally, and related CX platforms, including configuration and integrations.
• Own intake, prioritization, triage, and delivery of tooling requests from CX teams.
• Design and maintain triggers, automations, workflows, and data flows to reduce manual work.
• Build and manage integrations using APIs, webhooks, and low-code tools.
• Identify automation opportunities by analyzing workflow friction and usage data.
• Support AI-enabled CX workflows including routing and knowledge-backed tools.
• Test changes and apply change-management practices before production deployment.
• Communicate upcoming changes and their impact to teams for smooth adoption.
• Maintain documentation covering configurations, automations, and processes.
• Monitor platform metrics to identify improvements, debt, and gaps.
• Support rollout of new channels, integrations, and workflow changes.
• Partner with support, CS, and operations to validate solutions before deployment.
• Collaborate with enablement on training when tooling changes affect frontline teams.
• Work with product, engineering, and data teams on complex integrations and escalations.

Conocimientos

Ownership

Autonomy

English communication

Analytical thinking

Project management

Remote collaboration

Herramientas

Zendesk

Vitally

APIs

Webhooks

Low-code/no-code

Zapier

Descripción del empleo

Jobgether is seeking a CX Operations Manager, Tooling based in Spain to own and improve the platforms powering customer experience across support and success. You will administer Zendesk, Vitally, and integrations, ensuring reliability and scalability.

You will design workflows, automate processes, and collaborate with distributed teams to reduce manual work and enhance frontline performance. This autonomous role suits proactive problem-solvers committed to continuous improvement.