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CX Systems Administrator
Posted 22 days agoViewed
💎 Seniority level: Senior, 8+ years
💸 Salary: 110000.0 - 120000.0 USD per year
🔍 Industry: Ecommerce
🏢 Company: Pirate Ship👥 51-100ShippingE-CommerceSoftware
🗣️ Languages: English
⏳ Experience: 8+ years
Requirements:
- 8+ years of experience in CRM administration (Intercom preferred) and WFM systems.
- Strong background in workforce planning, scheduling, and forecasting.
- Expertise in workflow automation and integrations.
- Experience in analyzing customer support metrics to drive decisions.
- AI and automation experience, particularly in a CX environment.
- Strong project management skills and ability to execute system improvements.
- Ability to work cross-functionally with CX, Operations, and IT teams.
- Strong problem-solving skills and adaptability in a fast-paced environment.
Responsibilities:
- Optimize CRM & WFM Systems
- Ensure full CRM functionality leveraged, such as working cross-functionally to support data capturing needs, survey distribution, and email campaign support.
- Own and maintain the WFM tool, ensuring its accuracy, optimization, and full utilization of features. Partner with the CX Analyst to support projections and derive insights that enhance workforce planning and efficiency.
- Develop workflows, macros, and automation to streamline customer support processes and increase agent efficiency.
- Provide actionable insights into customer interactions, agent performance, and workforce trends.
- Leverage AI-powered tools and automation to improve support efficiency and customer satisfaction.
- Lead system-related projects from planning to execution, ensuring smooth implementation of new features and optimizations.
- Act as the primary administrator for CRM and WFM platforms, liaising with vendors to troubleshoot and implement new features.
- Educate CX management teams and agents on best practices, new features, and process improvements to ensure effective tool utilization.
- Provide leadership and guidance to systems support roles, such as the Systems Sentry, to ensure alignment and efficiency in CRM and WFM operations.
- Partner with CX leadership, QA, Training, and Operations to drive continuous improvement in customer support delivery.
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