CX Systems & Process Coordinator New Austin, TX

Tecovas; Austin, Northern (TX, KY); Hybrid; USD 71,635,000 - 77,146,000; Full time

Job summary

Tecovas, based in Austin, TX, is seeking a CX Systems & Process Coordinator to manage the customer experience tools, AI agents, and related automations. You’ll test, monitor, and roll out process improvements while coordinating with cross‑team stakeholders to keep systems running smoothly.

The role requires 1–2 years in CX or related ops, strong data/reporting skills, and comfort with AI/no‑code tools. On‑site Austin position with a competitive hourly range and comprehensive benefits.

Qualifications

• 1–2 years in customer experience, support operations, systems administration, or similar coordination role.
• Hands‑on experience with back‑end settings of business tools (CRM, help desk, ticketing, ecommerce, or scheduling).
• Strong data reporting with spreadsheets and clean data presentation.

Responsibilities

• Handle setup and upkeep of customer experience tools: users, permissions, queues, routing, templates, tags.
• Keep knowledge bases and AI agent content accurate and current.
• Test changes in safe environments before live release and verify post‑release functionality.
• Monitor system health and data quality, fix errors, and elevate as needed.
• Run test cases on AI agents and automations; document results and retest after fixes.
• Flag incorrect AI responses, handoffs, loops, and escalations in real time.
• Update AI agent instructions and document changes carefully.
• Support rollout of process improvements from start to finish, including testing and documentation.
• Maintain backlog of improvement work and track progress across teams.

Skills

Spreadsheet skills

Written communication

JSON/APIs basics

No-code automation concepts

CRM/back-end settings

Tools

Zapier

Make (Integromat)

SQL basics

APIs

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 elevate 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.
• 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

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!