Support Sys Admin

We’re looking for a Support Systems Administrator to manage and continuously improve the platforms that power our Customer Experience team. This is a hands-on role where you’ll partner closely with support, engineering, and analytics to deliver a seamless workflow for both customers and agents.

What You’ll Do

• Manage third-party tools and platforms like Zendesk, Amazon Connect, and custom-built tools and scripts

• Own platform maintenance, upgrades, incident response, user and data management, and customization

• Collaborate with cross-functional teams (Support, Operations, Self-Service) to translate business requirements into technical solutions

• Spot opportunities in current workflows and implement creative improvements

• Write clear documentation and operational playbooks

• Maintain community and monitoring platforms, including Khoros Care and Catchpoint

• Develop and update scripts that automate routine tasks

What We’re Looking For

• Experience with CX tools: Zendesk (preferred), Salesforce Service Cloud, Freshdesk, Intercom, Kustomer

• Systems management skills: configuring, maintaining, and improving CX platforms

• Troubleshooting ability: quickly resolve user and agent issues

• Data and reporting: skilled at pulling reports, analyzing trends, and identifying anomalies

• Process improvement mindset: always looking for smoother workflows for customers and agents

• Documentation skills: able to keep setup guides and processes up-to-date

• Change management: able to test, communicate, and roll out updates smoothly

• Security basics: knowledge of permissions, user access, and system security best practices

• Strong collaboration skills: comfortable working with CX leaders, IT, and product teams

Nice-to-Haves

• Scripting skills (Python, JavaScript, or API integrations) for automation

• Vendor management experience (licenses, relationships, escalations)

• Training skills: running sessions and writing how-to guides

• Omnichannel support knowledge: chatbots, SMS, social support, and voice

• Quality assurance mindset: setting up proactive checks to reduce customer issues

• A passion for Customer Experience and empathy for both customers and support teams