CX Performance Specialist
Core
Technical lead for the CX Performance team, ensuring tool functionality, operational performance via data, and developing AI/automation to save time and stabilize operations.
Role type
CX Performance Specialist (Technical Ops & Automation)
Builds
Internal LLM-based assistants, automated workflows, and connected CX/CRM/back-office systems
Domain
Customer Experience (CX) Operations & Data Analytics
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Zendesk administration, data reporting, API/webhooks integration, no-code automation (Make/Zapier/n8n), LLM assistant design, operational data analysis
Preferred skills
Zendesk QA experience, generative AI/LLM project experience, prior workflow automation construction
Technologies
Zendesk, Make, Zapier, n8n, LLMs, APIs, webhooks, iPaaS
Responsibilities
Resolve Level 1 and 2 incidents on CX tools, administer tool access/roles/licensing, configure quality tools (Zendesk QA), produce operational reports and analyze CSAT data, design and improve internal LLM assistants, automate tasks via triggers/workflows, connect CX/CRM/back-office tools via API/webhooks
Seniority
Junior to Mid-level, hands-on IC
