CX Systems Administrator
Core
Own and maintain the Gladly customer experience platform and connected systems for Quince's European markets, ensuring stable launches and operational integrity.
Role type
Senior IC CX Systems Administrator
Builds
European market environments for customer support operations
Domain
Retail / Customer Experience Technology
Required skills
Gladly administration, multi-region system configuration, SLA monitoring, integration validation, QA checklist creation, change management, documentation, defect triage, environment localization
Preferred skills
German, French, or other EU language proficiency
Technologies
Gladly, Simplesat, Zendesk, Salesforce Service Cloud
Responsibilities
Configure and maintain Gladly across all European markets including queues, routing rules, inboxes, permissions, SLAs, and macros. Localize each market for language-appropriate routing and region-specific business rules. Decide where EU logic stays separate from North America and where shared logic is better. Ship changes in the weekly change window and communicate logs to the global team. Stand up full environments for new markets including email, SMS, chat, and Simplesat. Build and execute pre-launch QA checklists to achieve zero defects. Run UAT alongside Product, Engineering, and the Systems & Tools team. Hold the go-live date when the environment isn't ready. Validate integration behavior across email, SMS, chat, Simplesat, CRM, and Admin tools. Take EU configuration defects out of daily triage and escalate to Engineering when necessary. Monitor Gladly and Simplesat against contracted SLAs and flag breaches. Confirm EU data lands correctly in downstream reporting. Structure EU environments so each new market is a configuration job. Audit quarterly to strip out redundant rules. Keep per-market documentation current. Name scalability risks before launch.
Seniority
Senior, hands-on IC
