Senior Customer Experience Operations Specialist

affinipay1; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision plans

Annual bonus

Equity options

401(k) with company match

Parental leave

Job summary

Affinipay is seeking a senior, technically-minded contributor to drive the customer experience automation roadmap from idea to working systems. This hands-on builder will translate stakeholder ideas from CX, BI, sales, and marketing into concrete project plans and personally build the automation, workflow, or integration that delivers value.

The role emphasizes AI-enabled leverage and scalable solutions. Strong communication, self-direction, and a bias for action are essential as you scope

Qualifications

• 4-6+ years of experience in customer success or operations within a B2B SaaS environment.
• Advanced proficiency with Salesforce and Intercom, including reports, dashboards, in-app messaging, surveys, and workflow automations.
• Self-directed, outcome-driven working style with minimal oversight.
• Strong written and verbal communication skills.

Responsibilities

• Identify automation and AI opportunities across the customer experience organization, translating ideas into buildable project plans.
• Partner with business systems and engineering teams on infrastructure-level builds to solve cross-functional problems.
• Improve Salesforce and Intercom workflows; build and refine automation or routing logic as needed.
• Collaborate on training, documentation, and change management to drive adoption of new workflows and automations.
• Translate CX data (NPS, CSAT, retention, support, and success metrics) into actionable leadership recommendations.
• Maintain visibility into initiative status, risks, and dependencies and drive projects as a self-directed contributor.

Skills

Customer success

Experience operations

Salesforce

Intercom

Communication

Self-directed work

Analytical thinking

Tools

Salesforce

Intercom

Job description

Role overview

A senior, technically-minded contributor is needed to advance customer experience roadmap initiatives and automation from idea through delivered, working systems. This is a hands-on builder position that turns ambiguous, early-stage ideas from stakeholders across customer experience, business intelligence, sales, and marketing into concrete project plans, then personally builds the automation, workflow, or integration that brings each one to life. The core focus is forward-looking: spotting where new automation and AI can create leverage across the customer experience organization, scoping it, and shipping it.

Responsibilities

• Identify automation and AI opportunities across the customer experience organization, scoping early-stage stakeholder ideas into buildable project plans.
• Partner directly with business systems and engineering teams on infrastructure-level builds, making sure new projects solve the right cross-functional problem from the start.
• Apply technical depth to existing systems such as Salesforce and Intercom, diagnosing underperforming workflows, writing developer-ready tickets, and rebuilding automation or routing logic when needed.
• Collaborate with enablement partners on training, documentation, and change management to drive adoption of new workflows and automations.
• Translate customer experience data (NPS, CSAT, retention, support, and success metrics) into actionable recommendations for leadership.
• Maintain clear visibility into initiative status, risks, and dependencies, surfacing issues before they escalated and operating as a self-directed driver on assigned projects.

Requirements

• 4-6+ years of experience in customer success or experience operations, revenue operations, or business operations within a B2B SaaS environment.
• Demonstrated ownership of program or metric outcomes, not process facilitation alone.
• Advanced user proficiency with Salesforce and Intercom, including the ability to build reports, dashboards, in-app messaging, surveys, and workflow automations.
• Self-directed, outcome-driven working style, comfortable moving roadmap projects forward without heavy oversight.
• Strong written and verbal communication skills.
• Comfort operating within evolving or undefined processes.

Nice to have

• Salesforce Administrator certification.
• Survey-building tools such as Delighted or Qualtrics (or similar).
• Hands-on experience applying AI tools and technologies to operational workflows.
• SQL or business intelligence tool proficiency.

Benefits and work setup

• Annual salary range of $90,000 to $110,000.
• Multiple medical, dental, and vision plan options, including a company-paid HDHP plan for employees.
• Annual bonuses, equity options, and a 401(k) or RRSP with company match.
• Flexible time off, paid holidays, and a parental leave program.
• Wellness stipends, mental health support, and one-on-one nutrition coaching.
• Continuous learning programs, leadership development, professional development funds, and individually focused talent development.
• Charitable gift matching, paid volunteer time, and company-sponsored volunteer events.
• Virtual and in-person team-building events, recognition programs, and a peer-to-peer appreciation platform.

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