Automation and Tooling Manager

Job Summary

Owning the systems and tooling that power the Customer Operations team, the full-time Automation and Tooling Manager will manage Kustomer, telephony systems, and other support tools to enhance operational efficiency and improve both agent and customer experiences in a remote setting.

Key responsibilities

• Administer and optimize the CRM and related tech stack, including custom workflows and automation rules
• Analyze performance data to identify areas for improvement and develop standard operating procedures for support processes
• Collaborate with cross-functional teams to translate operational needs into scalable technical solutions and maintain system integrations

Required qualifications

• 5+ years in an automation or tooling role with hands-on experience in CRM and telephony systems
• 1+ year of experience specifically with Kustomer
• Demonstrated analytical skills and comfort with data metrics
• Experience with tools such as Jira, Twilio, and external app integrations
• BA/BS degree or equivalent experience