Customer Experience Systems & Process Coordinator

Tecovas; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Flexible PTO

Wellness program

Employee discounts

Job summary

Tecovas is seeking a CX Systems & Process Coordinator to keep our customer experience tools, AI agents, and automations accurate and running as designed. You will handle day-to-day setup, test AI agents, and move improvements from testing through rollout.

You will monitor system health, run test cases, document changes, and coordinate with teams across Digital, Fulfillment, Merchandising, and IT. This role emphasizes organization, data accuracy, and clear communication in a fast-paced retail

Qualifications

• Hands-on experience configuring business tools and workflows.
• Familiarity with JSON, APIs, or basic SQL.
• Strong written communication and documentation skills.

Responsibilities

• Set up and maintain CX tools, users, queues, and routing rules.
• Test AI agents and automations before releases and document results.
• Monitor system health and data quality; fix issues quickly.

Skills

Tool setup & admin

JSON/APIs/SQL familiarity

Clear written communication

Data analysis & reporting

AI/No-code automation familiarity

Multitasking & prioritization

Tools

Zapier

Make

CRM systems

Job description

• Tecovas is looking for a CX Systems & Process Coordinator to keep the connected systems, AI agents, and automations behind our customer experience team accurate, current, and running the way they were designed
• Reporting directly to the Senior Manager, CX Operations, you will handle the day-to-day setup of our customer experience tools, test and monitor the AI agents that run our support workflows, and help move process improvements from testing all the way through rollout
• Handle the everyday setup and upkeep of the tools our customer experience team runs on, including users, permissions, queues, routing rules, templates, and tags
• Keep our help articles and knowledge base accurate and current, both for the team and for the AI agents that rely on them
• Test changes to systems and workflows in a safe practice environment before they go live, then confirm they work as intended once released
• Watch system health and data quality day to day, catch errors and broken connections, and fix or accelerate them quickly
• Run test cases against our AI agents and automations before each release, record the results, and re-test after fixes are made
• Monitor how the AI agents perform in real time and flag wrong answers, failed handoffs, loops, and missed escalations
• Make approved updates to AI agent instructions and the content they draw from, and carefully document every change
• Support the rollout of process improvements from start to finish, including setup, testing, documentation, and follow-up
• Keep the improvement backlog organized and up to date, tracking what is proposed, in progress, and finished, and what each change delivered
• Track requests that involve other teams such as Digital, Fulfillment, Merchandising, Retail, and IT, and keep them moving
• Act as the first point of contact for outside vendor support tickets, opening them, following up, and seeing them through to a close
• Pull together weekly and monthly reports on how our systems and AI agents are performing, and surface anything that looks unusual

Benefits

• We offer insurance plans that pay 99% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents
• Paid Parental Leave
• Flexible PTO policy
• Corporate wellness program
• Generous employee discounts!

• Hands-on experience with the back-end settings of a business tool, such as a customer relationship management (CRM) system, help desk, ticketing, ecommerce, or scheduling platform
• Familiarity with JSON, APIs, or basic SQL.
• You will not need to build integrations, but being able to read a data file or run a saved query is a plus
• Clear, organized written communication, with a habit of documenting your work as you go
• Bonus points for previous experience in a direct-to-consumer, retail, or ecommerce environment
• Strong spreadsheet skills and real comfort working with data, including filtering, pivots, lookups, and clean reporting
• 1–2 years in customer experience, support operations, systems administration, or a similar coordination role
• Familiarity with AI chatbots, large language model tools, or no-code automation platforms like Zapier or Make, whether from work or your own projects
• You can stay on top of a varied workload and keep many moving pieces from stalling
• You are organized and detail-oriented, and you catch small errors before they turn into big ones
• You have a natural curiosity about how tools work, and the follow-through to take a task all the way to done without being chased