About the Job
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 proble...
With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.
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.
Key Responsibilities
Administer Zendesk, Vitally, and related CX tools: configuration, access, and day-to-day operational health.
Own intake, triage, and delivery for platform requests from internal teams.
Maintain documentation for configurations, automations, and integrations.
Design and maintain triggers, automations, and data flows that reduce manual handling and keep work moving reliably through CX systems.
Build and run integrations across the CX stack using APIs, webhooks, and low-code tools where that is the right tradeoff.
Identify automation opportunities from ticket data, workflow friction, and team feedback; ship practical improvements, not automation for its own sake.
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.
Follow change management practices: test before production, communicate impact, document intent and ownership.
Use operational data and platform metrics to prioritize work and measure results.
Identify fragile configs, process gaps, and technical debt; address them in a structured way.
Support rollout of new channels, integrations, and workflow changes as CX requirements evolve.
Work with support, success, and operations teams to understand workflow needs and validate solutions before they ship.
Partner with enablement on training and adoption when tooling changes affect frontline teams.
Collaborate with product, engineering, and data teams on integrations and escalations that go beyond platform configuration.
You'll report to: Senior Manager, CX Operations
Team: Customer Experience - CX Operations
Location: For this position we welcome everyone to apply, but we will prioritize applications from Europe and the Americas.
Start date: As soon as possible
Required Skills & Abilities
Strong ownership and autonomy: you spot what needs doing, set direction, and deliver without heavy oversight.
Hands-on Zendesk experience in a production support environment: triggers, automations, views, groups, routing, macros, and comfort debugging via the API when needed.
Platform operations experience in CX or customer success: you understand how support and CSM teams work, not just how admin screens are laid out.
End-to-end delivery: scoping, stakeholder alignment, safe rollout, and steady-state ownership after go-live.
Documentation as part of how you work. Accurate, accessible docs are part of done, not an afterthought.
Sound judgment on when configuration or automation is the right fix, and when the problem needs a different approach.
Automation experience in CX: low/no-code tools (Zapier, platform-native automations, or similar) and workflows that hold up in production.
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.
Comfort with APIs, webhooks, and integration patterns; able to partner with engineering on harder problems.
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.
Clear written and spoken English. Remote-first experience is a plus.
