CX Operations Specialist — Remote + Flexible Hours

MicroSourcing International; Metro Manila; Remote; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Customer Experience Operations Specialist in the Philippines to manage CX platforms (Zendesk, ChurnZero) and drive automation. You will configure workflows, dashboards, and data integrations while ensuring data quality and actionable insights for the team.

Hybrid collaboration with Implementations via GuideCX, plus AI-assisted reporting and KPI tracking. The role requires experience in SaaS CX operations and comfort with Australian business hours, with a competitive

Qualifications

• Experience in CX Operations or similar hands-on SaaS role.
• Hands-on configuration of ticketing or support platforms (Zendesk/Intercom).
• Experience with CRM platforms such as HubSpot or Salesforce.
• Strong reporting and data analysis, dashboard development, and data cleaning.
• Knowledge of CS metrics like churn and NRR; familiarity with support metrics.
• Ability to work Australian business hours and coordinate with cross-functional teams.

Responsibilities

• Configure and manage CX platforms (Zendesk, ChurnZero) including workflows, routing, triggers, dashboards, playbooks, and automation rules.
• Administer GuideCX for Implementations and maintain CX data integrations.
• Develop AI-assisted workflows to streamline reporting and platform administration.
• Produce recurring/ad-hoc CX reports; build dashboards; analyze large data sets to extract insights.
• Monitor data quality; resolve data hygiene issues; address root causes.
• Document customer journeys, processes, configurations, and workflow changes for continuous improvement.
• Evaluate AI capabilities across CX platforms; validate AI outputs and identify efficiency gains.
• Provide operational support; troubleshoot platform/process issues; coordinate with internal teams/vendors.

Skills

CX Operations

Zendesk configuration

ChurnZero

HubSpot/Salesforce

Data reporting & dashboards

AI-assisted workflows

Australian business hours

Documentation

Stakeholder management

Tools

Zendesk

Intercom

HubSpot

Salesforce

Power BI

GuideCX

ChurnZero

8x8 telephony

Job description

MicroSourcing is seeking a Customer Experience Operations Specialist in the Philippines to manage CX platforms (Zendesk, ChurnZero) and drive automation. You will configure workflows, dashboards, and data integrations while ensuring data quality and actionable insights for the team.

Hybrid collaboration with Implementations via GuideCX, plus AI-assisted reporting and KPI tracking. The role requires experience in SaaS CX operations and comfort with Australian business hours, with a competitive