Customer Experience Platform Manager
$40,000–$40,000 year
On-siteAlton Bay, New Hampshire, United States
Job Summary
Manage day-to-day configuration of Salesforce Service Cloud, including objects, fields, flows, and permissions, while troubleshooting user issues and maintaining data hygiene. Own the roadmap for the telephone/contact center platform, overseeing CTI integration, call routing, and IVR improvements through vendor management and rollout coordination. Build and maintain dashboards tracking support performance metrics like volume, response times, and CSAT, delivering regular reports to leadership and flagging operational trends. This role blends hands-on CRM administration with contact center strategy to keep the CX tech stack configured, connected, and measurable for CoinFlip's global digital currency platform.
Required Qualifications
- 2+ years of hands-on Salesforce administration experience
- Experience with a contact center/telephony platform (e.g., Amazon Connect, Five9, Twilio Flex, NICE, Genesys) — configuration or roadmap ownership
- Comfort building reports and dashboards in Salesforce (or similar BI tools)
- Strong communication skills
- Detail-oriented and comfortable owning multiple workstreams at once
Desired Qualifications
- Service Cloud
- Basic knowledge of cryptocurrency and blockchains
- General passion and knowledge of fintech and cryptocurrency
- Salesforce Administrator certification
- Experience in fintech, financial services, or a regulated industry
- Prior experience evaluating or migrating contact center platforms
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