CX Operations Manager – Tooling

Remote

CX Operations Manager owning Zendesk, Vitally, and integrations for Remote’s global employment platform. Improving CX workflows through automation, AI-enabled tooling, and reliable platform operations.

Posted 8/13/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 €36,900 - €83,050 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and optimizing customer experience platforms, particularly Zendesk and Vitally, with a focus on automation, integration, and operational health. Proficient in delivering end-to-end solutions while ensuring effective communication and documentation throughout the process.

Highest-signal resume keywords

Zendesk AdministrationCX Automation ExperienceAPI IntegrationPlatform Operations ExperienceDocumentation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ZendeskVitallyAPI DebuggingLow-Code ToolsAutomationData FlowsChange ManagementOperational MetricsIntegration PatternsAI in Customer Support

Soft Skills

Strong OwnershipAutonomySound JudgmentClear Communication

Tools & Technologies

ZapierWebhooksCustomer Success Platforms

Industry Keywords

Customer ExperienceSupport OperationsCustomer SuccessStakeholder AlignmentPost-Go-Live Ownership

About the role

Key responsibilities & impact

Own and improve the platforms Customer Experience runs on: Zendesk, Vitally, and integrations connecting them to the rest of the stack
Configure, automate, integrate, and maintain systems used by support and customer success teams
See work through from scoping to production and ongoing ownership, including testing, communication, documentation, and platform reliability
Administer Zendesk, Vitally, and related CX tools, including configuration, access, and operational health
Own intake, triage, and delivery for internal platform requests
Design and maintain triggers, automations, and data flows that reduce manual handling
Build and run integrations using APIs, webhooks, and low-code tools
Identify and deliver practical automation improvements
Support AI-enabled CX workflows such as agent assist, routing, triage, and intake automation
Follow change management practices and document intent and ownership
Use operational data and platform metrics to prioritize work and measure results
Identify fragile configurations, process gaps, and technical debt
Support new channels, integrations, and workflow changes
Partner with support, success, operations, enablement, product, engineering, and data teams
Report to the Senior Manager, CX Operations

Requirements

What you’ll need

Strong ownership and autonomy
Hands-on Zendesk experience in a production support environment, including triggers, automations, views, groups, routing, macros, and API debugging
Platform operations experience in CX or customer success
End-to-end delivery experience: scoping, stakeholder alignment, safe rollout, and post-go-live ownership
Documentation as part of the delivery process
Sound judgment on configuration versus automation or other approaches
CX automation experience with low/no-code tools such as Zapier or platform-native automations
Practical familiarity with AI in support and success operations, including agent assist, workflow automation, triage/routing helpers, or knowledge-backed tools
Comfort with APIs, webhooks, and integration patterns
Depth in Zendesk or a comparable support platform
Vitally or similar Customer Success platform experience is a strong plus
Clear written and spoken English
Remote-first experience is a plus
Submit application and CV in English
Prior employment verification check

Benefits

Comp & perks

work from anywhere
flexible paid time off
flexible working hours (we are async)
16 weeks paid parental leave
budget towards co-working spaces, learning and wellness (including gym memberships)
mental health support services
stock options
home office budget & IT equipment
life-work balance
Employee resource groups (Women, Disability, Queer, Minorities in Tech)
accommodations during interviews and beyond