Remote CX Operations Specialist - AI-Driven Workflows

MicroSourcing International

Manila

Remote

PHP 480,000 - 720,000

Full time

4 days ago

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Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive culture

Job summary

MicroSourcing is seeking a Customer Experience (CX) Operations Specialist in the Philippines, working from home with Australian business hours. You will configure CX platforms, implement AI-assisted workflows, and produce actionable insights from large datasets.

Join a team focused on data quality, cross-team collaboration, and continuous improvement, with competitive rewards and career growth. This role requires SaaS CX operations experience and strong analytical, communication, and

Qualifications

Experience in CX Operations or similar role in a SaaS company.
Hands-on config of ticketing or customer support platforms (Zendesk, Intercom).
Experience with CRM platforms (HubSpot, Salesforce).
Strong reporting and data analysis, dashboards and data cleaning.
Knowledge of customer success metrics (NRR, churn) and support metrics.
Ability to verify AI-generated outputs and use AI tools for reporting.

Responsibilities

Configure CX platforms, including Zendesk and ChurnZero workflows and automations.
Administer GuideCX for Implementations and data integrations.
Develop AI-assisted workflows and automate reporting tasks.
Produce CX reports and dashboards; analyze large datasets for insights.
Monitor data quality and address discrepancies and root causes.
Document customer journeys and system changes for continuous improvement.
Evaluate AI capabilities and propose efficiency improvements.
Provide cross-team operational support and vendor coordination.