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CX Operations Manager, Tooling

Remote-Western Europe

About Remote

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.

With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.

We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.
 
If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!

What this job can offer you

  • You will own and improve the platforms Customer Experience runs on: Zendesk, Vitally, and the integrations that connect them to the rest of the stack.

    This is hands-on platform work with real scope. You configure, automate, integrate, and maintain systems used every day by support and customer success teams. You work with autonomy on agreed priorities, use automation (including AI-assisted workflows where they fit), and partner with operations and technical teams when a problem needs more than configuration alone.

    You will see work through from scoping to production and ongoing ownership: testing changes, communicating with affected teams, documenting what you ship, and keeping platforms reliable as requirements grow.

    How this role contributes to the department's and company's goals

    Remote's CX organization depends on reliable tooling: routing that works, automations that hold up under load, and platforms that specialists can trust. This role keeps that foundation solid as the business and product surface area grow.

    You will help CX scale without adding friction: fewer manual workarounds, clearer workflows, and platform changes that ship with proper testing, communication, and documentation. Strong platform operations also creates the conditions for automation and AI initiatives to land safely. The work sits close to the teams who use these tools every day, so the impact is direct and measurable.

What you bring

  • Strong ownership and autonomy: you spot what needs doing, set direction, and deliver without heavy oversight.
  • Hands-on Zendesk experience in a production support environment: triggers, automations, views, groups, routing, macros, and comfort debugging via the API when needed.
  • Platform operations experience in CX or customer success: you understand how support and CSM teams work, not just how admin screens are laid out.
  • End-to-end delivery: scoping, stakeholder alignment, safe rollout, and steady-state ownership after go-live.
  • Documentation as part of how you work. Accurate, accessible docs are part of done, not an afterthought.
  • Sound judgment on when configuration or automation is the right fix, and when the problem needs a different approach.
  • Automation experience in CX: low/no-code tools (Zapier, platform-native automations, or similar) and workflows that hold up in production.
  • Practical familiarity with AI in support and success operations: agent assist, workflow automation, triage or routing helpers, or knowledge-backed tools. You do not need to be an ML engineer, but you should be comfortable working with AI-enabled workflows and knowing where they help versus add noise.
  • Comfort with APIs, webhooks, and integration patterns; able to partner with engineering on harder problems.
  • Depth in Zendesk or a comparable support platform. Vitally or similar Customer Success platform experience is a strong plus. Willingness to work across more than one system in the stack.
  • Clear written and spoken English. Remote-first experience is a plus.

Key Responsibilities 

Platform administration and reliability

  • Administer Zendesk, Vitally, and related CX tools: configuration, access, and day-to-day operational health.
  • Own intake, triage, and delivery for platform requests from internal teams.
  • Maintain documentation for configurations, automations, and integrations.

Workflow, automation, and AI-enabled tooling

  • Design and maintain triggers, automations, and data flows that reduce manual handling and keep work moving reliably through CX systems.
  • Build and run integrations across the CX stack using APIs, webhooks, and low-code tools where that is the right tradeoff.
  • Identify automation opportunities from ticket data, workflow friction, and team feedback; ship practical improvements, not automation for its own sake.
  • Support AI-enabled workflows in CX (for example agent assist, routing or triage helpers, and intake automation): configure, test, document, and iterate with appropriate oversight and change control.
  • Follow change management practices: test before production, communicate impact, document intent and ownership.

Continuous improvement

  • Use operational data and platform metrics to prioritize work and measure results.
  • Identify fragile configs, process gaps, and technical debt; address them in a structured way.
  • Support rollout of new channels, integrations, and workflow changes as CX requirements evolve.

Cross-functional partnership

  • Work with support, success, and operations teams to understand workflow needs and validate solutions before they ship.
  • Partner with enablement on training and adoption when tooling changes affect frontline teams.
  • Collaborate with product, engineering, and data teams on integrations and escalations that go beyond platform configuration.

 

Practicals

  • You'll report to: Senior Manager, CX Operations
  • Team: Customer Experience - CX Operations
  • Location: For this position we welcome everyone to apply, but we will prioritize applications from Europe and the Americas.
  • Start date: As soon as possible

Application process

  1. Interview with recruiter
  2. Interview with future manager
  3. Interview with VP
  4. Interview with team members (no managers present)
  5. Bar Raiser Interview
  6. Prior employment verification check 

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

The annual salary range for this full-time position is

€36.900 - €83.050 EUR

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:
  • work from anywhere
  • flexible paid time off
  • flexible working hours (we are async)
  • 16 weeks paid parental leave
  • budget towards co-working spaces, learning and wellness (including gym memberships)
  • mental health support services
  • stock options
  • home office budget & IT equipment

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

  1. Please fill out the form below and upload your CV with a PDF format.
  2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
  3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

Please note we accept applications on an ongoing basis. 

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When you apply to a job at Remote on this site, the personal data contained in your application will be collected by Remote, which consists in a network of legal entities. However, for data protection purposes the entities in control of all personal data processed in connection with your application are:

  • Remote Europe Holding, B.V., a company registered in the Netherlands under number 7403597, at Kraijenhoffstraat 137A, 1018RG Amsterdam, The Netherlands; and
  • Remote Technology Services, Inc., a company registered in the United States of America under number 7988145 at 2261 Market St STE 86540 San Francisco, CA 94114;

collectively referred to as 'Controller'.

Controller’s data protection is handled by our Data Protection Officer, who can be contacted at dpo@remote.com. Your personal data will be processed under Regulation (EU) 2016/679 (General Data Protection Regulation - GDPR) for the purposes of managing the Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of GDPR as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be stored with Greenhouse Software, Inc., a cloud services provider located in the USA and engaged by the Controller to help manage its recruitment and hiring process on the Controller’s behalf. Accordingly, if you are located in the EU, your personal data will be transferred to the United States once you submit it through this website. Greenhouse Software, Inc. is an active participant in the EU-U.S. Data Privacy Framework program**.**

We'll review your public LinkedIn profile, and this may influence our decision to proceed with your application.

If your application is successful, the Controller will make an offer for employment which may be conditional on you passing a few additional checks, such as an ID verification check and employment history check. We conduct these checks via Veremark Ltd (United Kingdom) and Persona Identities, Inc. (USA). You will receive an additional notice if and when the Controller requires these checks.

Your personal data will be retained by the Controller as long as the Controller determines it is necessary for its legitimate interest under 6(1)(f) of GDPR ****(to evaluate your suitability for the role you are applying for) but in any event for no longer than a year.

Under GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data is restricted. You also have the right to object and the right to lodge a complaint with a data protection authority.

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This Notice at Collection describes the categories of personal information that Remote ("the Business") collects about California residents in their capacity as job applicants and the purposes for which that information is used.

Categories of Personal Information Collected

We collect the following categories of personal information:

  • Personal identifiers: Such as your name, email address, phone number, Linkedin profile, country and city, IP address.
  • Professional or Employment-Related Information: Such as your resume/CV, cover letter, work history, professional references, information about skills and abilities, accomplishments and awards, training and development information, performance evaluation information, previous employment information and employment termination information.
  • Work eligibility information: Such as work eligibility status, existence of a non-compete.
  • Other information: Job interview notes, transcripts, assessment results, evaluation related to your application and any other information you provide in connection with the recruitment process.
  • Education Information: Such as degrees, diplomas, certifications, and educational background.
  • Geolocation information: Such as IP addresses from which we can determine your general location.

Sensitive Personal Information

  • Protected characteristics: Such as sex, pronouns, disability status, race, gender identity through voluntary self-disclosure.
  • Physical or Biological information: If we use video interviewing tools, we may process your audio and visual information.
  • Precise geolocation: Derived from your IP address (if precise)

Remote does not sell or share any of the categories of personal information listed above.

Purposes for Collection and Use

The information above is collected and used for the following purposes:

  • Recruiting and Hiring: To evaluate your qualifications for the position for which you applied and to communicate with you throughout the application process.
  • Inclusive Hiring: To ensure our hiring process is inclusive, complies with applicable law and regulations, and that people of all backgrounds are represented in our talent pool.
  • Verification: To verify your candidacy information, identity and legal right to work in respective country. Employment verification involves contacting past employers and may also include contacting listed references.
  • Legal Compliance: To comply with applicable law and regulations including state and federal laws, such as equal employment opportunity reporting requirements.
  • Security: To prevent and detect fraud and investigate security incidents.

Selling or Sharing of Personal Information

Remote does not "sell" or "share" (as those terms are defined by the CCPA) the personal information of job applicants to third parties. We only disclose specific pieces of information to service providers (e.g. Greenhouse) for the specific business purposes described above.

Retention Periods

We retain all categories of personal information for as long as is reasonably necessary to fulfill the recruiting and hiring purpose for which it was collected but in any event for no longer than a year, or as required by applicable law.

Your Rights and More Information

For more details on your rights under the California Consumer Privacy Act—including your Right to Know, Right to Delete, and Right to Correct—please visit our CCPA/CPRA Privacy Policy.

Third Parties that Control the Collection of Personal Information

In some instances, not only Remote may control the collection of your personal information as job applicant. For certain parts of the application process, the following third parties may control the collection of your data:

Successful Application Checks: If your application is successful, Remote will make an offer for employment which may be conditional on you passing additional checks.

ID and Employment Verification: These checks, including ID verification and employment history, are conducted via Veremark Ltd (United Kingdom) and Persona Identities, Inc. (USA).

Direct Collection: These third parties may control the collection of personal information directly from you to perform these specific verification services.

Additional Notice: You will receive an additional notice (Notice at collection) from the these third parties if and when Remote requires these specific checks.

Cooperation: These third party service providers are required by contract to cooperate with Remote to enable your CCPA rights.

Voluntary Self-Identification Questions

Voluntary Self-Identification

Remote is an Equal Employment Opportunity employer and as such it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences.Through the below self-identification survey, we invite you to share your demographic information.

This information will be used to ensure that our hiring process is inclusive and that people of all backgrounds are represented in our talent pool.

All answers are anonymous and will not be tied to your job application or candidate profile.
The data will be aggregated and only used internally to inform our hiring strategies and processes to ensure we are actively working toward creating access to opportunities among under-represented groups and increasing our teams’ diversity. 

The access to the collected data is limited on a need-to-know basis.
These questions are optional and voluntary, and will not have any impact on hiring outcomes.

Visit the Remote Handbook to read more about how diversity, equity, and inclusion are a way of life at Remote.

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