CX Business Systems Administrator
On-siteMiami, Florida, United States
Job Summary
Own the configuration, deployment, and ongoing optimization of AI-powered support tools, including chatbots and virtual agents, to drive measurable ticket deflection and self-service success. Administer and customize the Kustomer CRM and broader tool stack, delivering full technical integrations such as widget implementation, API connections, and workflow configuration. Define, track, and report on deflection and performance metrics via dashboards while diagnosing and rectifying technical discrepancies across priority levels. Manage user permissions, security configurations, and the safeguarding of PII, championing organizational tech standards and cross-departmental process enhancements. This full-time, in-person role requires 5x weekly attendance in the downtown Miami office and is open only to U.S. work-authorized candidates.
Required Qualifications
- Bachelor's degree or equivalent experience in a related field
- 3 years of experience managing support CRMs
- Proficiency with RESTful APIs and SaaS integrations
- working knowledge of SQL
- Strong analytical thinking, problem-solving, and customer-focused communication skills
- Ability to work in-person 5x a week in our downtown Miami office
- Applicants must be legally authorized to work in the United States at the time of hire
Desired Qualifications
- 5+ years of system or application administration experience
- Exposure to AI/automation support tools (chatbots, virtual agents, or conversational AI) and ticket deflection strategy
- Familiarity with CRM platforms such as Salesforce, Zendesk, and/or Oracle
- Experience troubleshooting in a SaaS environment and managing change/data migration
- Background in contact center or customer support operations
- Interest in consumer marketplaces, two-sided platforms, and/or pet/consumer wellness
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