Administer and optimize Salesforce Service Cloud, including case management, automation, routing, entitlements, SLAs, and reporting.
Own the configuration and ongoing administration of Zoom Contact Center to support voice and digital client interactions.
Design and maintain CX workflows that create frictionless, intuitive experiences for clients and internal teams.
Partner with Service and Account Management to align systems with real-world service processes and client needs.
Implement and support AI-driven service capabilities (e.g., case routing, agent assistance, automation, knowledge recommendations) to improve efficiency and client outcomes.
Ensure accurate capture and reporting of service and interaction data to support performance management and continuous improvement.
Identify and eliminate friction points across client-facing workflows, proactively recommending system and process improvements.
Support the rollout of new service tools, features, and integrations across the CX tech stack.
Partner with Revenue Operations and Data teams to align service metrics with broader GTM reporting and insights.
Document CX processes, system configurations, and best practices to support scale and consistency.
Serve as a trusted operational partner to key client-facing teams and strategic accounts.

Salesforce Service Cloud Administrator experience, including case management, automation, reporting, and user configuration.
Salesforce Service Cloud Consultant or Administrator Certification (required).
Hands-on experience administering Zoom Contact Center or similar CCaaS platforms.
Strong understanding of service data models, SLAs, entitlements, queues, and routing logic.
Working knowledge of AI applications in service environments, including workflow automation, agent assistance, intelligent routing, and self-service capabilities.
Experience integrating and managing tools that support client-facing interactions (CRM, contact center, knowledge base, reporting tools).

Competitive Salary
100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA
Short-term and Long-term Disability
Life Insurance
401k Matching
Work from Anywhere within the US
Flexible PTO
100% Paid Parental Leave
Post-Parental Leave Program
$5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period
Charitable donation matching

Client Experience Operations Manager

Key skills