CX Operations Manager, Tooling

About Remote 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. 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. If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! What this job can offer you 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. 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. 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. How this role contributes to the department's and company's goals 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. 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. What you bring 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. Key Responsibilities Platform administration and reliability 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. Workflow, automation, and AI-enabled tooling 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 manageme