CX Systems & Process Coordinator

Applied Labs; Austin, Northern (TX, KY); Hybrid; USD 34,000 - 37,000; Full time

Benefits offered by this job

Health insurance coverage 79-90%

Dental & vision insurance for family

Generous employee discounts

Job summary

Tecovas is seeking a CX Systems & Process Coordinator based in Austin, TX, to manage the day-to-day setup of customer experience tools, test AI agents, and help drive process improvements from testing through rollout.

You will monitor system health, maintain knowledge bases, and coordinate with multiple teams to ensure accurate data and efficient escalation when needed.

Qualifications

• 1–2 years in customer experience or CX operations
• Hands-on with backend settings of a business tool (CRM, help desk, ticketing, ecommerce, or scheduling)
• Strong spreadsheet abilities and data reporting
• Clear, organized written communication with thorough documentation
• Familiarity with AI chatbots and no-code automation like Zapier or Make
• Familiarity with JSON, APIs, or basic SQL
• Bonus: experience in D2C/retail/ecommerce

Responsibilities

• Set up and maintain CX tools: users, permissions, queues, routing, templates, tags
• Keep help articles and knowledge base up to date for team and AI
• Test changes in safe environments before go-live and verify after release
• Monitor system health and data quality; fix errors or escalate
• Run AI agent test cases; document results and re-test after fixes
• Monitor AI agent performance and flag wrong answers or escalations
• Update AI agent instructions and document changes
• Support rollout of process improvements from start to finish
• Maintain the improvement backlog and track progress across teams
• Coordinate with Digital, Fulfillment, Merchandising, Retail, IT
• Open and manage vendor support tickets; follow through to close
• Produce weekly and monthly system/AI performance reports

Skills

Spreadsheet skills

Written communication

Data analysis

AI chatbots familiarity

No-code automation

JSON/API literacy

SQL reading

Tools

CRM system

Help desk software

Ticketing system

Ecommerce platform

Scheduling platform

Job description

Tecovas was founded with the simple goal of making the world's best western boots, apparel and leather goods - and selling them at a fair price. We are a brand revolutionizing a category and welcoming first-time boot buyers and western enthusiasts alike.

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.

This role is required to be based in Austin, TX. Candidates must either be currently located in or willing to relocate to Austin, TX.

What you’ll do:

• 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 escalated 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.

Experience we’re looking for:

• 1–2 years in customer experience, support operations, systems administration, or a similar coordination role.
• 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.
• Strong spreadsheet skills and real comfort working with data, including filtering, pivots, lookups, and clean reporting.
• Clear, organized written communication, with a habit of documenting your work as you go.
• Familiarity with AI chatbots, large language model tools, or no-code automation platforms like Zapier or Make, whether from work or your own projects.
• 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.
• Bonus points for previous experience in a direct-to-consumer, retail, or ecommerce environment.

What you bring to the table:

• 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.
• You can stay on top of a varied workload and keep many moving pieces from stalling.

Full Time Benefits & Perks:

• We offer insurance plans that pay 79-90% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents
• Generous employee discounts!

The hourly rate for this position is $25 - $27. The actual compensation will be based on factors such as the candidate’s skills, qualifications, and experience.

About Us:

Based in Austin, TX, Tecovas brings the spirit of the West to the modern consumer. Handcrafting the best Western footwear, workwear, apparel, and accessories, Tecovas has grown rapidly since its founding as the first digitally native Western brand in 2015, serving customers through www.Tecovas.com, Tecovas Stores from coast to coast, and select wholesale partners. We’re certainly growing- and hiring passionate, humble, positive, and talented people determined to help us continue to grow!

Important note:

We strive to hire values-aligned people because we believe it takes each and all of us to be successful, and lead with grit, speed and a clear vision of where we’re headed. In a remote setting, interviewing at Tecovas may include phone interviews, virtual “on-site” interviews, and on-the-job mock cases. We are committed to run a thorough process for candidates with whom we identify a potential match, and we will do our best to follow-up with each and every applicant! If you’re on the fence, just give it a try!

Hiring process and disclaimer

Should you receive an offer from us after going through the interview process, a background check will be conducted prior to onboarding. The results of a background check are evaluated as part of the hiring process, but this does not mean that you will not be considered for the job based upon the results. We are an equal opportunity employer and we encourage everyone to apply!