AI-Powered CX Systems Admin — CRM & Automation

Wag Walking; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Parking on-site

Breakfast & Lunch

Wellness Stipend

Life Insurance

Disability Insurance

401(k) Matching

Holidays

Paid Time Off

Parental Leave

Job summary

Wag! Group Co. seeks a Business System Administrator to support Wag!’s Customer Experience tools, focusing on AI-driven chatbots, automation, and the Kustomer CRM.

The role involves feature implementation, customization projects, and issue resolution to improve self-service across the organization. The position is full-time and requires in-person work at our downtown Miami office, with a strong emphasis on efficiency, automation, and process improvements.

Qualifications

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

Responsibilities

• Own the configuration, deployment, and optimization of AI-powered support tools to drive ticket deflection and self-service success.
• Administer and customize the Kustomer CRM and broader tool stack, including widget integration, API, workflow configuration, and reporting.
• Define, track, and report on deflection and performance metrics via dashboards and status reports.
• Diagnose and rectify technical discrepancies; collaborate with cross-functional partners and vendors to maintain SLAs.
• Manage user permissions, security configurations, and data safeguarding while upholding tech standards and processes.

Skills

RESTful APIs

SaaS integrations

SQL

Analytical thinking

Problem-solving

Customer-focused communication

Education

Bachelor's degree or equivalent

Tools

Kustomer CRM

Salesforce

Zendesk

Oracle

Job description

Wag! Group Co. seeks a Business System Administrator to support Wag!’s Customer Experience tools, focusing on AI-driven chatbots, automation, and the Kustomer CRM.

The role involves feature implementation, customization projects, and issue resolution to improve self-service across the organization. The position is full-time and requires in-person work at our downtown Miami office, with a strong emphasis on efficiency, automation, and process improvements.