CX Operations Manager, Tooling

Remote
Western Europe
Workplace: RemoteFull timeEUR 36,900 - 83,050 annuallyFunction: Business OperationsSkills: ["Ownership","Autonomy","Documentation","Sound judgment","Cross-functional communication"]

Own and improve the CX tooling platforms that support customer and support workflows, including Zendesk and Vitally and the integrations connecting them. Configure, automate, integrate, and maintain reliable systems used daily by support and customer success teams. Deliver changes end-to-end—scoping to production ownership—through testing, documentation, and change management. Use operational data to drive continuous improvements and partner cross-functionally with engineering and CX teams.

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FursaFursa
Remote
Remote
4 days ago

CX Operations Manager, Tooling

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own and improve the CX tooling platforms that support customer and support workflows, including Zendesk and Vitally and the integrations connecting them. Configure, automate, integrate, and maintain reliable systems used daily by support and customer success teams. Deliver changes end-to-end—scoping to production ownership—through testing, documentation, and change management. Use operational data to drive continuous improvements and partner cross-functionally with engineering and CX teams.
Location: Western Europe
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Administer Zendesk, Vitally, and related CX tools, including configuration, access, and day-to-day operational health.
  • •Own intake, triage, and delivery of platform requests from internal teams.
  • •Maintain documentation for configurations, automations, and integrations.
  • •Design and maintain triggers, automations, and data flows; build integrations using APIs, webhooks, and low-code tools.
  • •Support AI-enabled CX workflows by configuring, testing, documenting, and iterating with appropriate oversight and change control.

Pay and Benefits

Salary: EUR 36,900 - 83,050 annually
Equity and Bonus:Equity
Perks:Remote WorkPaid LeaveParental LeaveEquityHome OfficeLearning BudgetHealth InsuranceGym Membership

Key Requirements

  • •Hands-on Zendesk experience in a production support environment, including triggers, automations, views, groups, routing, macros, and debugging via the API when needed.
  • •Platform operations experience in CX or customer success, understanding how support and CSM teams work.
  • •End-to-end delivery ability: scoping, stakeholder alignment, safe rollout, and steady-state ownership after go-live.
  • •Automation experience in CX using low/no-code tools (e.g., Zapier) and platform-native automations that hold up under production load.
  • •Comfort working with AI-enabled support/success workflows (e.g., agent assist, routing/triage helpers) and APIs/webhooks/integration patterns.
Experience:Customer successCustomer supportCX operationsAutomationAI-enabled support
Skills:OwnershipAutonomyDocumentationSound judgmentCross-functional communication
Languages:English
Tech Stack:ZendeskVitallyZapierAPIWebhooksAutomationAIAgent assist

Company Brief

Remote
Provides a global HR and payroll platform for hiring, paying, and managing distributed teams across countries. Helps companies handle contractor payments, employer of record services, compliance, benefits, and international workforce administration.
Industry: HR Tech
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2019
WebsiteLinkedIn