CX Operations Manager, Tooling

div class= content-intro h2 strong About Remote /strong /h2

div span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote. br br span class= discussion-id-2f7cb4da-dab4-8068-a80f-001c50b2d808 suggestion-update notion-enable-hover data-token-index= 0 With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role. /span br br We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform. /span /div

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div span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! /span /div /div h2 strong What this job can offer you /strong /h2

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p You will own and improve the platforms Customer Experience runs on: Zendesk, Vitally, and the integrations that connect them to the rest of the stack. /p

p This is hands-on platform work with real scope. You configure, automate, integrate, and maintain systems used every day by support and customer success teams. You work with autonomy on agreed priorities, use automation (including AI-assisted workflows where they fit), and partner with operations and technical teams when a problem needs more than configuration alone. /p

p You will see work through from scoping to production and ongoing ownership: testing changes, communicating with affected teams, documenting what you ship, and keeping platforms reliable as requirements grow. /p

h3 How this role contributes to the department's and company's goals /h3

p Remote's CX organization depends on reliable tooling: routing that works, automations that hold up under load, and platforms that specialists can trust. This role keeps that foundation solid as the business and product surface area grow. /p

p You will help CX scale without adding friction: fewer manual workarounds, clearer workflows, and platform changes that ship with proper testing, communication, and documentation. Strong platform operations also creates the conditions for automation and AI initiatives to land safely. The work sits close to the teams who use these tools every day, so the impact is direct and measurable. /p

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h2 strong What you bring /strong /h2

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li Strong ownership and autonomy: you spot what needs doing, set direction, and deliver without heavy oversight. /li

li Hands-on Zendesk experience in a production support environment: triggers, automations, views, groups, routing, macros, and comfort debugging via the API when needed. /li

li Platform operations experience in CX or customer success: you understand how support and CSM teams work, not just how admin screens are laid out. /li

li End-to-end delivery: scoping, stakeholder alignment, safe rollout, and steady-state ownership after go-live. /li

li Documentation as part of how you work. Accurate, accessible docs are part of done, not an afterthought. /li

li Sound judgment on when configuration or automation is the right fix, and when the problem needs a different approach. /li

li Automation experience in CX: low/no-code tools (Zapier, platform-native automations, or similar) and workflows that hold up in production. /li

li Practical familiarity with AI in support and success operations: agent assist, workflow automation, triage or routing helpers, or knowledge-backed tools. You do not need to be an ML engineer, but you should be comfortable working with AI-enabled workflows and knowing where they help versus add noise. /li

li Comfort with APIs, webhooks, and integration patterns; able to partner with engineering on harder problems. /li

li Depth in Zendesk or a comparable support platform. Vitally or similar Customer Success platform experience is a strong plus. Willingness to work across more than one system in the stack. /li

li Clear written and spoken English. Remote-first experience is a plus. /li

/ul

h2 strong Key Responsibilities /strong /h2

h4 Platform administration and reliability /h4

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li Administer Zendesk, Vitally, and related CX tools: configuration, access, and day-to-day operational health. /li

li Own intake, triage, and delivery for platform requests from internal teams. /li

li Maintain documentation for configurations, automations, and integrations. /li

/ul

h4 Workflow, automation, and AI-enabled tooling /h4

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li Design and maintain triggers, automations, and data flows that reduce manual handling and keep work moving reliably through CX systems. /li

li Build and run integrations across the CX stack using APIs, webhooks, and low-code tools where that is the right tradeoff. /li

li Identify automation opportunities from ticket data, workflow friction, and team feedback; ship practical improvements, not automation for its own sake. /li

li Support AI-enabled workflows in CX (for example agent assist, routing or triage helpers, and intake automation): configure, test, document, and iterate with appropriate oversight and change control. /li

li Follow change management practices: test before production, communicate impact, document intent and ownership. /li

/ul

h4 Continuous improvement /h4

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li Use operational data and platform metrics to prioritize work and measure results. /li

li Identify fragile configs, process gaps, and technical debt; address them in a structured way. /li

li Support rollout of new channels, integrations, and workflow changes as CX requirements evolve. /li

/ul

h4 Cross-functional partnership /h4

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li Work with support, success, and operations teams to understand workflow needs and validate solutions before they ship. /li

li Partner with enablement on training and adoption when tooling changes affect frontline teams. /li

li Collaborate with product, engineering, and data teams on integrations and escalations that go beyond platform configuration. /li

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p /p

h2 strong Practicals /strong /h2

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li strong You'll report to: /strong Senior Manager, CX Operations /li

li strong Team: /strong Customer Experience - CX Operations /li

li strong Location /strong : For this position we welcome everyone to apply, but we will prioritize applications from Europe and the Americas. /li

li strong Start date: /strong As soon as possible /li

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h2 strong Application process /strong /h2

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li Interview with recruiter /li

li Interview with future manager /li

li Interview with VP /li

li Interview with team members (no managers present) /li

li Bar Raiser Interview /li

li a href= https://www.notion.so/Veremark-Remote-96e108c037b8423cbd4c3f07a1f9b38b Prior employment verification check /a /li

/ol div class= content-pay-transparency div class= pay-input div class= description p Remote's a href= https://www.notion.so/remotecom/people-Total-Rewards-1945bce8d3924ece9421ba8630f57b0c Total Rewards philosophy /a is to ensure fair, unbiased compensation and fair span class= link-annotation-unknown-block-id-1691622878 equity /span span class= discussion-level-1 discussion-id-f2a82bc4-09e4-4a71-ad93-755b1d26a690 notion-enable-hover data-token-index= 3 pay /span along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. /p

p At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally. br br Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change. br br em data-stringify-type= italic At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards People Enablement team on a case by case basis. /em /p /div div class= title The annual salary range for this full-time position is /div div class= pay-range span €36.900 /span span class= divider /span span €83.050 EUR /span /div /div /div div class= content-conclusion h2 strong Benefits /strong /h2

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div class= p-rich_text_section span style= font-size: 12pt; Our full benefits perks are explained in our handbook at a class= c-link href= http://remote.com/r/benefits target= _blank data-stringify-link= http://remote.com/r/benefits data-sk= tooltip_parent remote.com/r/benefits /a . As a global company, each country works differently, but some benefits/perks are for all Remoters: /span /div

ul class= p-rich_text_list p-rich_text_list__bullet data-stringify-type= unordered-list data-indent= 0 data-border= 0

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; work from anywhere /span /li

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; flexible paid time off /span /li

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; flexible working hours (we are a class= c-link href= https://remote.com/async target= _blank data-stringify-link= https://www.notion.so/remotecom/Working-Async-at-Remote-80c01cd443ad4c77a8ceaef7c5fba5d0 data-sk= tooltip_parent async /a ) /span /li

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; 16 weeks paid parental leave /span /li

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; budget towards a href= https://app.notion.com/p/remotecom/Benefits-Perks-1e48a5869c274f40910b76d405b92f63?source=copy_link#3accb4dadab48025b7a6dbc23bc47504 target= _blank co-working spaces, learning and wellness /a (including gym memberships) /span /li

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; mental health support services /span /li

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; stock options /span /li

li style= font-size: 12pt; data-stringify-indent= 0 data-stringify-border= 0 span style= font-size: 12pt; home office budget IT equipment /span /li

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h2 strong How you’ll plan your day (and life) /strong /h2

p span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at a href= https://remote.com/async target= _blank remote.com/async /a . /span /p

p span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your strong life-work balance /strong is important and you will be encouraged to put yourself and your family first, and fit work around your needs. /span /p

p span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; If that sounds like something you want, apply now! /span /p

h2 strong How to apply /strong /h2

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li style= font-size: 12pt; font-family: helvetica, arial, sans-serif; span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; Please fill out the form below and upload your CV with a PDF format. /span /li

li style= font-size: 12pt; font-family: helvetica, arial, sans-serif; span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; strong data-stringify-type= bold We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote. /strong /span /li

li style= font-size: 12pt; font-family: helvetica, arial, sans-serif; text-align: left; span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. /span /li

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p span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask encourage anybody who needs an accommodation to request one from their recruiter. br /span /p

p span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to. /span /p

p span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see a href= https://www.notion.so/remotecom/Guidelines-on-using-AI-when-applying-for-a-job-at-Remote-11ccb4dadab4805f80a7c73b6567bd8f target= _blank data-saferedirecturl= https://www.google.com/url?q=https://www.notion.so/remotecom/Guidelines-on-using-AI-when-applying-for-a-job-at-Remote-11ccb4dadab4805f80a7c73b6567bd8f source=gmail ust=1733927526443000 usg=AOvVaw2sIVooKuyGfRra1PtGXreV here /a . /span br br span style= font-size: 12pt; font-family: helvetica, arial, sans-serif; em Please note we accept applications on an ongoing basis. /em /span /p /div