AI-Driven CX Systems Admin (CRM & Automation)

Wag! Group Co.; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive Medical, Dental, andVision

Complimentary parking on-site

Catered breakfast and lunch daily

Monthly Wellness Stipend

Life Insurance and Disability

401(k) Retirement Plan with employer 1

11 company-paid holidays

Discretionary PTO

Parental leave

Job summary

Wag! Group Co. in Miami is seeking a Business System Administrator to support the tools powering our Customer Experience team.

You will deploy and tune AI-driven support tools, manage the Kustomer CRM, and drive automation across chatbots, virtual agents, and workflows to improve self-service and ticket deflection. In this role, you’ll partner with internal customers, configure integrations, monitor performance, and ensure data security while championing efficient processes in a fast-growing pet

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 3 years of experience managing support CRMs.
• Proficiency with RESTful APIs and SaaS integrations; working knowledge of SQL.
• Strong analytical thinking, problem-solving, and customer-focused communication skills.
• Ability to work in-person 5x a week in our downtown Miami office.

Responsibilities

• Own the configuration, deployment, and ongoing optimization of AI-powered support tools to drive measurable ticket deflection and self-service success across the enterprise.
• Administer and customize the Kustomer CRM and broader tool stack, delivering full technical integrations including widget implementation, API integration, workflow configuration, and reporting.
• Define, track, and report on deflection and performance metrics (containment rate, automated resolution rate, CSAT on AI interactions) via dashboards and status reports.
• Diagnose and rectify technical discrepancies across various priority levels, collaborating with cross-functional partners and third-party providers to maintain service level agreements.
• Manage user permissions, security configurations, and the safeguarding of PII and data accuracy, while championing organizational tech standards, workflow architecture, and cross-departmental process enhancements.

Skills

CRM management

REST APIs

SQL

Analytical thinking

Customer communication

Education

Bachelor's degree or equivalent

Tools

Salesforce

Zendesk

Oracle

API integrations

Job description

Wag! Group Co. in Miami is seeking a Business System Administrator to support the tools powering our Customer Experience team.

You will deploy and tune AI-driven support tools, manage the Kustomer CRM, and drive automation across chatbots, virtual agents, and workflows to improve self-service and ticket deflection. In this role, you’ll partner with internal customers, configure integrations, monitor performance, and ensure data security while championing efficient processes in a fast-growing pet