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Customer Experience Technology Operations Specialist II

United States
  • CX technology specialist with experience building and maintaining chatbot and CRM system integrations, leveraging APIs to automate and scale internal support operations
  • Proactive CX technologist who thrives at the intersection of Product, Engineering, and Design, delivering automation-first solutions that improve agent workflows and reduce manual effort
  • Remote-first opportunity for US-based employees with the option to work in-person out of our Manhattan office 

Start your adventure with Zip 

We’re looking for a Specialist II, Customer Experience Technology Operations with a strong technical mindset and a passion for building systems that streamline and elevate customer support. In this tooling-first role, you’ll own the configuration and performance of our internal AI chatbot and CRM integrations, developing smart automations that reduce friction and improve service quality. You’ll work closely with Engineering, Product, and Design partners to implement scalable, high-impact workflows that improve agent efficiency and enhance the customer experience.

The Customer Experience team at Zip is focused on providing high-quality, low-effort service that earns customer trust. Our support ecosystem includes several specialized sub-teams: CX Operations, Knowledge & Community Management, CX Business Analytics, Training & Quality, and Contact Center Operations. This role sits within our tooling and automation strategy, ensuring the systems behind our CX organization are resilient, accurate, and continuously improving.

Interesting problems you’ll get to solve

  • Build and manage the performance of our internal AI chatbot platform and related CRM systems (e.g., Kustomer AI, Zendesk, Salesforce)
  • Own configuration of technical workflows, APIs, and system-level integrations to automate agent processes and customer touchpoints
  • Evaluate and optimize bot answer quality, improve deflection outcomes, and close gaps in conversational coverage
  • Partner with Engineering to troubleshoot and fix broken or underperforming integrations
  • Design and manage QA processes that keep bot content accurate, aligned with product updates, and reflective of agent and customer needs
  • Represent CX in tooling roadmap planning, ensuring customer and agent perspectives are reflected in design and implementation
  • Track KPIs like CSAT, deflection rate, and AHT to identify automation opportunities and improve tool effectiveness
  • Support the operationalization of new tools and workflows from concept to launch, with an eye toward scalability, usability, and ROI

What you’ll bring to the team 

  • 5+ years in a CX tooling, technology operations, or support systems role, with direct ownership of chatbot and CRM performance
  • Proficiency in configuring APIs, managing system integrations, and designing workflows across platforms
  • Working knowledge of conversational AI, generative AI, and modern support tooling ecosystems
  • Experience performing QA on bots, deploying updates at scale, and improving automated support outcomes
  • Ability to move between strategic planning and detailed execution in a fast-paced, iterative environment
  • Strong collaboration skills and experience working cross-functionally with technical and non-technical teams
  • Commitment to operational excellence and continuous improvement, using data and feedback to guide decisions
  • Bonus: Experience working with LLM-powered bots or modern NLP technologies
  • Bonus: Exposure to conversational UX best practices and support ergonomics

What you’ll get in return

Zip is a place where you’ll get out what you put in. The newness of our sector means we need to move at pace and embrace change, and our promise to you when you join the team is that you’ll feel empowered and trusted to make big things happen quickly. 

We want you to feel welcome and as though you have the support to be yourself, and care for yourself at work. Because it’s important to us that you make the most of the opportunities you’ll get to grow your skills and your career, and be surrounded by smart, friendly people and leaders that have your back.

We think these are just some of the best things about being a Zipster. We will also offer you:

  • Flexible working culture
  • Incentive programs
  • 20 days PTO every year
  • Generous paid parental leave
  • Leading family support policies
  • 100% employer covered insurance
  • Beautiful Union Square office with a casual dress code
  • Learning and wellness subscription stipend
  • Company-sponsored 401k match

Zip is committed to a straightforward and transparent pay structure. The actual base salary will be determined by various individualized factors, including job-related knowledge, skills, experience, location, internal equity, as well as other objective business considerations.

The annual base Pay Range for this position is $72,000 - $75,000. This range reflects our US national compensation (USN). Additional premium percentages may apply based on our tiered premium strategy.

Subject to those same considerations, the total compensation package for this position may also include other elements, including a bonus and/or equity awards, in addition to a full range of medical, financial, and/or other benefits. 

If hired, employees will be in an 'at-will position' and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Be a part of a team that reflects the diversity of our customers

We pride ourselves on being a workplace that provides equal opportunities to people of all ages, cultural backgrounds, sexual orientations, gender identities, abilities, veteran status, and everything else that makes you unique.

Equally, we’re committed to ensuring our recruitment processes are accessible and inclusive. Please let us know If there are any adjustments that need to be made to ensure you have a fair and equitable experience.

And finally…get to know us

Zip Co Limited (ASX: ZIP) is a digital financial services company, offering innovative, people-centered products.

Operating in two core markets - Australia and New Zealand (ANZ) and the US, Zip offers access to point-of-sale credit and digital payment services, connecting millions of customers with its global network of tens of thousands of merchants.

We’re proud to be a values-led business and our values - Customer First, Own it, Stronger Together and Change the Game - guide us in everything we do. I acknowledge by clicking "Submit Application", that the information provided is true and correct. I also understand that any willful dishonesty may render for refusal of this application or immediate termination of employment. By providing your information, you acknowledge that you have read our Zip Applicant and Candidate Privacy Notice and authorize Zip to process your data subject to those terms. Zip participates in the federal government’s E-Verify program

Before you apply, give Zip a try   -> rebrand.ly/check-zip-out

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