CX Operations Manager
About The Position
We're hiring a CX Operations Manager to design, optimize, and scale the systems and processes that power our customer support experience. You'll act as the operational partner to Support and Product leaders, owning workflows, tooling, reporting, and AI-driven support capabilities while continuously improving how customer issues flow from intake to resolution. As our Zendesk administrator and CX tooling expert, you'll be the technical backbone that enables our support team to scale efficiently while maintaining a high-quality, consistent customer experience during a critical growth phase.
Requirements
- 3+ years of experience with Zendesk in a B2B environment - Deep expertise across Support, Guide, Explore, and administration
- Automation and AI familiarity - Experience evaluating and implementing AI-driven support tools
- Systems thinker - You think in inputs, outputs, and tradeoffs; you design processes that scale
- Strategic executor - Balance hands-on work with proactive recommendations
- Cross-functional collaborator - Experience partnering with Support, Product, and Ops teams
- Clear communicator - Translate complex systems into simple decisions
- Bias toward action - Move fast, iterate quickly, execute without overthinking
- Willingness to work in person at our office 4-5 days a week
Responsibilities
- Zendesk Administration & Workflow Design
- Own and administer Zendesk across Support, Guide, Explore, and AI features
- Design ticket workflows including intake, routing, prioritization, escalations, triggers, automations, SLAs, views, macros, and custom fields
- Configure agent roles, permissions, and queue structures; serve as Zendesk subject-matter expert
- Automation & AI-Powered Support
- Evaluate and implement AI-powered CX tools (bots, auto-triage, suggested replies, deflection)
- Deploy automation flows that reduce manual work and improve response times
- Strategic Operations
- Partner with leadership to identify bottlenecks and recommend improvements
- Translate product changes into scalable support processes and document workflows for scale
- Analytics & Reporting
- Build dashboards tracking volume, backlog, SLA adherence, CSAT, and efficiency trends
- Surface automation opportunities and create feedback loops to Product teams
- Day-to-Day Execution
- Own daily CX Solutions tickets (the SalesOps equivalent for support)
- Manage Help Center structure, content workflows, and integrations with adjacent systems
- Troubleshoot technical issues and respond to internal team needs
Benefits
- Equity in the company in the form of stock options
- Medical, Dental and Vision premiums covered at 100%
- Fully paid parental leave
- Commuter benefits
- 401k benefits
- Monthly fitness stipend
- A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch
- Fun company social events through our Elise and the City program
- Unlimited vacation and paid holidays
- We'll cover relocation packages and make the move exciting, not painful!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
