Customer Experience Platform Manager

CoinFlip • Alton, NH

8d • $40,000

About The Position

CoinFlip is looking for a CX Platform Manager to own the systems and tools that power our customer support operations. This role blends hands-on CRM/Salesforce administration with ownership of our telephony/contact center roadmap and the reporting that keeps both teams and leadership informed. You'll be the go-to person for keeping our CX tech stack and comms configured, connected, and measurable.

Requirements

• 2+ years of hands-on Salesforce administration experience (Service Cloud preferred).
• Experience with a contact center/telephony platform (e.g., Amazon Connect, Five9, Twilio Flex, NICE, Genesys) — configuration or roadmap ownership.
• Comfort building reports and dashboards in Salesforce (or similar BI tools).
• Strong communication skills; able to work cross-functionally with support, ops, and leadership.
• Detail-oriented and comfortable owning multiple workstreams at once.

Nice To Haves

• Basic knowledge of cryptocurrency and blockchains.
• General passion and knowledge of fintech and cryptocurrency.
• Salesforce Administrator certification.
• Experience in fintech, financial services, or a regulated industry.
• Prior experience evaluating or migrating contact center platforms.

Responsibilities

• Manage day-to-day configuration of Salesforce Service Cloud: objects, fields, page layouts, flows, validation rules, and permissions.
• Troubleshoot user issues and handle routine maintenance and data hygiene.
• Support integrations between Salesforce and other customer support tools.
• Evaluate and implement new Salesforce features/releases relevant to support operations.
• Own and maintain the roadmap for our telephone/contact center platform (e.g., CTI integration, call routing, IVR).
• Partner with support leadership to identify gaps and prioritize platform improvements.
• Manage vendor relationships and evaluate new tools as needs evolve.
• Coordinate rollout of new telephony features or integrations with minimal disruption to support operations.
• Build and maintain dashboards and reports on support performance (volume, response times, resolution rates, CSAT, etc.).
• Deliver regular reporting to support and leadership teams.
• Identify trends and flag operational issues surfaced by the data.
• Other duties as assigned.

Benefits

• competitive salaries
• performance-based incentives
• competitive benefits for full-time employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed