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CX Process Specialist – Engineering
ГибридПолная занятостьCustomer SuccessEnterprise Software
A SaaS company is seeking a CX Operations Specialist to improve customer-facing engineering processes during a maternity leave replacement. The role partners with Customer Experience, Engineering, Product, and Operations teams to manage escalations, incidents, bugs, workflows, and proactive support.
Обязанности
- Own and coordinate CX-to-Engineering processes for customer escalations, bugs, engineering tasks, and incident follow-up
- Manage escalation workflows in Zendesk, Slack, Linear, and related tools
- Ensure requests are documented, prioritized, assigned, tracked, and communicated
- Partner with CX Engineering, Engineering, Operations, Product, and Support stakeholders
- Identify process gaps, recurring issues, and manual work
- Design and implement scalable workflow and automation improvements using AI tools
- Analyze logs and operational data to identify recurring issues and develop proactive alerts and workflows
- Maintain escalation frameworks, templates, dashboards, and internal documentation
- Support incident management, root-cause analysis, retrospectives, and preventive actions
- Report trends, volumes, blockers, outcomes, and emerging risks
- Support CX Delivery initiatives, tooling enhancements, and operational projects
Требования
- At least 3 years of experience in CX Operations, Customer Support Operations, Customer Project or Program Management, or a similar operational role
- Experience partnering cross-functionally with Engineering, Product, and customer-facing teams
- Strong ownership, prioritization, organization, and follow-through
- Excellent communication skills and the ability to translate complex issues into clear requirements and next steps
- Experience using AI tools, ideally including Cursor, for process improvement, automation, or operational solutions
- Ability to read and investigate logs and operational data
- Experience with customer operations tools such as Zendesk, Asana, Linear, Jira, Slack, or Salesforce
- Data-driven approach to identifying trends, improvement opportunities, and early risk signals
- Experience with incident management, escalations, bug management, or SaaS operations is advantageous
Будет плюсом
- Experience developing Zendesk apps or administering Zendesk at an advanced level
- Experience in a high-growth SaaS environment
- Familiarity with Zendesk and Linear
Условия и преимущества
- Competitive total rewards
- Monthly meal card benefit
- Paid sick leave from the first day
- Wellness programs and annual Headspace subscription
- Competitive paid time off
- Additional company-wide long-weekend days
- Paid volunteering days
- Temporary remote work for up to two months after six months of tenure
- Hybrid work model
- Home office allowance
- Transportation allowance or parking arrangements
- Pet-friendly office
- Professional growth opportunities
- Regular team-building and company-wide events