AI-Powered CX Systems Admin (Miami)

Wag Walking; Miami (FL); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

On-site parking

Catered breakfast and lunch

Wellness stipend

Life Insurance and Disability

Job summary

Wag! Group Co. in Miami is seeking a Business System Administrator to support Wag!'s Customer Experience tools, focusing on CRM, AI/automation platforms, and phone systems.

The role involves deploying new features, collaborating with internal teams, and enhancing AI-driven support tools to improve ticket deflection and self-service outcomes. The position is full-time and based in our downtown Miami office, requiring in-person presence 5 days a week.

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 optimization of AI-powered support tools to drive ticket deflection and self-service success
• Administer and customize the Kustomer CRM and broader tool stack, delivering full technical integrations
• Define, track, and report on deflection and performance metrics via dashboards and status reports
• Diagnose and rectify technical discrepancies across priority levels with cross-functional partners
• Manage user permissions, security configurations, and data safeguarding while promoting tech standards and process improvements

Skills

CRM management

Analytical thinking

Customer-focused communication

In-person collaboration

Technical troubleshooting

Education

Bachelor's degree or equivalent

Tools

RESTful APIs

SQL

SaaS integrations

Job description

Wag! Group Co. in Miami is seeking a Business System Administrator to support Wag!'s Customer Experience tools, focusing on CRM, AI/automation platforms, and phone systems.

The role involves deploying new features, collaborating with internal teams, and enhancing AI-driven support tools to improve ticket deflection and self-service outcomes. The position is full-time and based in our downtown Miami office, requiring in-person presence 5 days a week.