CX Systems & Process Coordinator

Tecovas•Austin, TX

1d•Onsite

About The Position

Tecovas is looking for a CX Systems & Process Coordinator to keep the connected systems, AI agents, and automations behind our customer experience team accurate, current, and running the way they were designed. Reporting directly to the Senior Manager, CX Operations, you will handle the day-to-day setup of our customer experience tools, test and monitor the AI agents that run our support workflows, and help move process improvements from testing all the way through rollout. This role is required to be based in Austin, TX. Candidates must either be currently located in or willing to relocate to Austin, TX.

Requirements

1–2 years in customer experience, support operations, systems administration, or a similar coordination role.
Hands-on experience with the back-end settings of a business tool, such as a customer relationship management (CRM) system, help desk, ticketing, ecommerce, or scheduling platform.
Strong spreadsheet skills and real comfort working with data, including filtering, pivots, lookups, and clean reporting.
Clear, organized written communication, with a habit of documenting your work as you go.
Familiarity with AI chatbots, large language model tools, or no-code automation platforms like Zapier or Make, whether from work or your own projects.
Familiarity with JSON, APIs, or basic SQL. You will not need to build integrations, but being able to read a data file or run a saved query is a plus.

Nice To Haves

Previous experience in a direct-to-consumer, retail, or ecommerce environment.

Responsibilities

Handle the everyday setup and upkeep of the tools our customer experience team runs on, including users, permissions, queues, routing rules, templates, and tags.
Keep our help articles and knowledge base accurate and current, both for the team and for the AI agents that rely on them.
Test changes to systems and workflows in a safe practice environment before they go live, then confirm they work as intended once released.
Watch system health and data quality day to day, catch errors and broken connections, and fix or escalate them quickly.
Run test cases against our AI agents and automations before each release, record the results, and re-test after fixes are made.
Monitor how the AI agents perform in real time and flag wrong answers, failed handoffs, loops, and missed escalations.
Make approved updates to AI agent instructions and the content they draw from, and carefully document every change.
Support the rollout of process improvements from start to finish, including setup, testing, documentation, and follow-up.
Keep the improvement backlog organized and up to date, tracking what is proposed, in progress, and finished, and what each change delivered.
Track requests that involve other teams such as Digital, Fulfillment, Merchandising, Retail, and IT, and keep them moving.
Act as the first point of contact for outside vendor support tickets, opening them, following up, and seeing them through to a close.
Pull together weekly and monthly reports on how our systems and AI agents are performing, and surface anything that looks unusual.