CX Systems Administrator

Department: Customer Experience

Employment Type: Full Time

Location: Remote - USA

Reporting To: Director of Customer Operations

Compensation: $65,000 - $80,000 / year

Description

Primary Responsibilities of the Role

• Serve as the full technical owner of Zendesk (triggers, macros, routing logic), Community Software, and associated CX tools.
• Manage data mapping, sync logic, and technical integrations between core platforms, including HubSpot, Zendesk, and ChurnZero.
• Build and maintain complex automated workflows, nested triggers, and custom fields across all internal and external CX systems.
• Configure feedback mechanisms via Simplesat and manage automated retention/cancellation workflows in ProsperStack.

• Administer workforce management platforms (Assembled) and deploy, tune, and optimize AI Agents to improve operational efficiency.
• Provide technical maintenance for specialized applications, including the Customer Context App, text validation tools, and Trucentive.
• Serve as the primary technical escalation point for internal team members experiencing issues within the CX technology stack.

• Conduct regular system audits to eliminate redundant tags, repair broken automations, and manage user security and permission settings.
• Interface directly with software vendors to resolve technical issues and evaluate new features that enhance team capabilities.
• Execute CX operations and technical initiatives to support the scaling needs of the broader Customer Experience department.

Qualifications

• Optimize Work Processes: Know the most effective and efficient processes to get things done, focusing on continuous improvement and managing systems at scale.
• Cultivate Innovation: Introduce new, practical ideas and approaches to solve complex operational challenges.
• Drive Results: Persist in accomplishing key objectives despite setbacks, maintaining high standards for system reliability and operational uptime.
• Be Resourceful: Effectively deploy tools, technology, and internal processes to solve problems and support cross-functional teams.
• Have a Strategic Mindset: See ahead to future technical requirements and translate operational needs into scalable automation logic.

• 3+ years of technical administration experience within SaaS environment.
• Deep administrative experience with Zendesk and HubSpot, including complex routing, workflows, and integrations.
• Strong logical reasoning skills with experience mapping out complex, conditional processes (If/Then logic) prior to build.
• Solid understanding of SaaS integration methods, including webhooks, APIs, and middleware tools (e.g., Zapier, Workato).
• Meticulous attention to detail and a track record of rigorous workflow testing prior to deployment.

• Hands-on experience with workforce management (WFM) tools such as Assembled, or customer success platforms like ChurnZero.
• Experience deploying and tuning AI-powered customer service agents or automated support tools.
• Background supporting CX, Support, or Customer Success teams in a high-growth SaaS or faith tech organization.

• We are a fully distributed team (100% remote) with travel sometimes required 1-2 times per year.
• A stable work environment with designated workspace and access to high-speed internet.
• US-based and legally able to work full time in the US. Sponsorships are not available at this time.
• Tithely is currently able to employ in the following states: AL, AR, AZ, CA, CO, FL, GA, IA, ID, IL, IN, KS, KY, MA, MI, MN, MT, NC, NE, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WV

Additional Information