Remote CX Operations Specialist - Australian Hours

MicroSourcing International; Manila; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work hours

Job summary

MicroSourcing is seeking a Customer Experience (CX) Operations Specialist to join our remote team in the Philippines. You will configure CX platforms (Zendesk, ChurnZero), manage guides, and build AI-assisted workflows to automate reporting and operations.

The role emphasizes data quality, dashboards, and actionable insights while aligning with Australian business hours. The ideal candidate has hands-on experience with CRM systems (HubSpot, Salesforce), strong analytics, and the ability to

Qualifications

• Experience in CX Operations, Customer Success Operations, or similar SaaS role.
• Hands-on configuration experience with ticketing or customer support platforms (e.g., Zendesk, Intercom).
• Experience with CRM platforms such as HubSpot, Salesforce, or equivalents.
• Strong reporting and data analysis, dashboard development, and data cleaning.
• Familiarity with CS metrics like churn and NRR.
• Knowledge of CSAT, First Response Time, Time to Resolution, SLA attainment.
• Ability to verify AI-generated outputs for accuracy.

Responsibilities

• Manage and configure CX platforms (Zendesk, ChurnZero) including workflows, routing, dashboards, and automation.
• Administer GuideCX for Implementations and maintain data integrations across CX stack.
• Develop AI-assisted workflows to streamline reporting and platform administration.
• Produce recurring/ad hoc CX reports and translate findings into business insights.
• Monitor data quality and address discrepancies and root causes.
• Document customer journeys, processes, and system configurations for continuous improvement.
• Evaluate AI capabilities and recommend enhancements to improve efficiency.
• Provide operational support and coordinate with internal teams or vendors.

Skills

CX Operations

Ticketing platform configuration

CRM platforms management

Data analysis & dashboards

AI tooling usage

Documentation & communication

Australian business hours

Education

Experience in SaaS operations

Tools

Zendesk

Intercom

HubSpot

Salesforce

GuideCX

ChurnZero

Power BI

Job description

MicroSourcing is seeking a Customer Experience (CX) Operations Specialist to join our remote team in the Philippines. You will configure CX platforms (Zendesk, ChurnZero), manage guides, and build AI-assisted workflows to automate reporting and operations.

The role emphasizes data quality, dashboards, and actionable insights while aligning with Australian business hours. The ideal candidate has hands-on experience with CRM systems (HubSpot, Salesforce), strong analytics, and the ability to