Business System Analyst - Customer Support/CX platform
Hybrid · Melbourne, Victoria, Australia
Job Summary
Role focuses on designing and building SaaS-based customer support systems, configuring and customizing third-party CX tools, and documenting system architecture to enable adoption. You will bridge technology and people by partnering with support teams, explaining technical concepts in plain language, and building strong cross-functional relationships. You will own projects end-to-end, lead feature improvements, monitor system health, and collaborate with vendors and CX platform providers. Responsibilities include implementing and lifecycle-managing systems, driving automation to reduce manual tasks, participating in business reviews, evaluating new tools, and sharing knowledge to help others work more efficiently. The role requires 3-5 years of experience with customer support or CX platforms and hands-on experience administering/integrating SaaS tools; Zendesk experience is a plus but not essential.
Required Qualifications
- 3-5 years working with customer support or CX platforms
- Hands-on experience administering and integrating SaaS tools
- Track record of turning business needs into technical solutions
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.