As a CX Tooling Specialist, you'll sit at the intersection of CX Operations, IT, Security, and Engineering, administering key platforms, driving intake and incident workflows, and maintaining audit/compliance rigor that keeps our tools secure and our teams productive.

Key responsibilities include:

Intake & triage: owning intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; Implement agentic workflows: implementing end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues; Tooling administration: administering and supporting CX tooling and adjacent applications, such as Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics; User lifecycle & Okta hygiene: executing BPO and internal lifecycle operations, maintaining source-of-truth rosters and access records, and ensuring changes are auditable; Audits & remediation: running recurring user/access audits across Site Ops-administered tools, documenting findings, and closing the loop with stakeholders and Security; Vendor escalations & incident support: coordinating vendor escalations end-to-end, capturing context, performing initial troubleshooting, opening/tracking external tickets, and implementing fixes or workarounds with partners; Cross-functional change coordination: partnering with Engineering, IT, and Security on configuration changes, release gating, and change validation; Documentation & enablement: creating and maintaining high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; Operational health & telemetry: monitoring operational health signals across owned tools, proactively addressing reliability, access, and performance issues affecting agents or customers, and escalating via defined incident paths.

We're looking for someone with hands-on experience administering CX platforms, supporting production-grade support environments, and proficiency with operational intake and tracking in Jira. Experience with AWS Connect or similar cloud contact center platforms, building/implementing agentic workflows, and familiarity with learning and workforce platforms used in support orgs are preferred.

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You'll own forecasting and capacity planning across our support organisation, including FTE teams, AI-powered support channels, and vendor/contractor partnerships. This means building models that predict volume based on product launches, model releases, and customer growth; analysing the relationship between support metrics and business outcomes; and ensuring we have the right resources in the right places to meet our service commitments.

Responsibilities:

Workforce Planning & Forecasting

• Build and maintain staffing models that translate SLA targets into headcount requirements across FTE and vendor teams
• Forecast support volume by analysing historical trends, product release calendars, model launches, and customer base growth projections
• Factor AI support effectiveness (automation rates, deflection, Fin AI Agent performance) into capacity models to ensure accurate human staffing projections
• Partner with vendor managers to align contractor capacity with demand forecasts and service level requirements
• Model scenarios to inform strategic decisions about staffing investments, vendor mix, and coverage models
• Develop frameworks for prioritising automation initiatives based on volume impact and deflection potential

Analytics & Reporting

• Maintain and enhance dashboards that track productivity, response times, CSAT, queue health, and other key support metrics
• Investigate the relationship between support performance and business outcomes (e.g., how response time and satisfaction impact retention and churn)
• Surface trends and insights that inform operational decisions,identifying what's driving volume, where bottlenecks emerge, and where investment is needed
• Translate complex data into clear recommendations for leadership and cross-functional partners

Operational Partnership

• Collaborate with Support Ops, AI Support, and Human Support teams to ensure data and forecasts align with operational reality
• Partner with Finance on headcount planning, budget alignment, and quarterly capacity reviews
• Work with Product and Engineering to anticipate how launches and feature changes will impact support demand
• Contribute to vendor performance management by establishing metrics frameworks and reporting cadences

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You'll own forecasting and capacity planning across our support organisation, including FTE teams, AI-powered support channels, and vendor/contractor partnerships. This means building models that predict volume based on product launches, model releases, and customer growth; analysing the relationship between support metrics and business outcomes; and ensuring we have the right resources in the right places to meet our service commitments.

This is a high-ambiguity role where you'll often be building from scratch. We're looking for someone who can create structure where none exists, ask the right questions to scope problems, and translate messy data into narratives that drive action.

Responsibilities:

• Build and maintain staffing models that translate SLA targets into headcount requirements across FTE and vendor teams
• Forecast support volume by analysing historical trends, product release calendars, model launches, and customer base growth projections
• Factor AI support effectiveness (automation rates, deflection, Fin AI Agent performance) into capacity models to ensure accurate human staffing projections
• Partner with vendor managers to align contractor capacity with demand forecasts and service level requirements
• Model scenarios to inform strategic decisions about staffing investments, vendor mix, and coverage models
• Develop frameworks for prioritising automation initiatives based on volume impact and deflection potential

Analytics & Reporting:

• Maintain and enhance dashboards that track productivity, response times, CSAT, queue health, and other key support metrics
• Investigate the relationship between support performance and business outcomes (e.g., how response time and satisfaction impact retention and churn)
• Surface trends and insights that inform operational decisions—identifying what's driving volume, where bottlenecks emerge, and where investment is needed
• Translate complex data into clear recommendations for leadership and cross-functional partners

Operational Partnership:

• Collaborate with Support Ops, AI Support, and Human Support teams to ensure data and forecasts align with operational reality
• Partner with Finance on headcount planning, budget alignment, and quarterly capacity reviews
• Work with Product and Engineering to anticipate how launches and feature changes will impact support demand
• Contribute to vendor performance management by establishing metrics frameworks and reporting cadences

You might be a good fit if you:

• Have 4+ years of experience in workforce management, support operations analytics, business analytics, or similar roles—ideally in a support or customer success context
• Are deeply analytical with strong SQL skills and experience with data warehouses (e.g., BigQuery) and analysis tools like Hex, Looker, or similar
• Have hands-on experience with forecasting and capacity planning, including modelling staffing needs against service level targets
• Are comfortable working with ambiguity—you can take a vague question, scope it into an answerable problem, and deliver insights that drive decisions
• Understand support operations metrics (SLAs, handle time, CSAT, deflection rates) and can connect them to business impact
• Have experience working with BPO or vendor partners on staffing, performance, and capacity alignment
• Communicate clearly—you can translate technical analysis into narratives that resonate with both operational teams and executives
• Are curious about AI and excited to work in an environment where the product and support landscape evolve rapidly
• Thrive in fast-paced environments and can balance building foundational infrastructure with responding to urgent business questions
• Have experience with workforce management platforms (e.g., Assembled, NICE, Calabrio) is a plus, but not required

The annual compensation range for this role is $131,040 - $165,000 USD.

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