Customer Experience Systems & Process Coordinator

Join Tecovas, a leading direct-to-consumer brand, as a Customer Experience Systems & Process Coordinator. In this role, you will be responsible for the day-to-day setup and upkeep of our customer experience tools, testing and monitoring AI agents, and supporting the rollout of process improvements. You will report directly to the Senior Manager, CX Operations, and work closely with various teams across the company. This position offers a competitive salary, comprehensive benefits, and the opportunity to make a significant impact on our customer experience.

• Gérer la configuration quotidienne et l'entretien des outils utilisés par l'équipe d'expérience client, y compris les utilisateurs, les autorisations, les files d'attente, les règles de routage, les modèles et les balises.
• Tester les modifications apportées aux systèmes et aux flux de travail dans un environnement de pratique sécurisé avant leur mise en ligne, puis confirmer qu'ils fonctionnent comme prévu une fois publiés.
• Surveiller la santé du système et la qualité des données au jour le jour, détecter les erreurs et les connexions rompues, et les corriger ou les escalader rapidement.

• Hands-on experience with the back-end settings of a business tool, such as a customer relationship management (CRM) system, help desk, ticketing, ecommerce, or scheduling platform
• Familiarity with JSON, APIs, or basic SQL. You will not need to build integrations, but being able to read a data file or run a saved query is a plus
• Clear, organized written communication, with a habit of documenting your work as you go
• Bonus points for previous experience in a direct-to-consumer, retail, or ecommerce environment
• Strong spreadsheet skills and real comfort working with data, including filtering, pivots, lookups, and clean reporting
• 1–2 years in customer experience, support operations, systems administration, or a similar coordination role
• Familiarity with AI chatbots, large language model tools, or no-code automation platforms like Zapier or Make, whether from work or your own projects
• You can stay on top of a varied workload and keep many moving pieces from stalling
• You are organized and detail-oriented, and you catch small errors before they turn into big ones
• You have a natural curiosity about how tools work, and the follow-through to take a task all the way to done without being chased