Customer Experience Operations Specialist

Job Summary

MicroSourcing is seeking a Customer Experience Operations Specialist to manage and fine‑tune its CX technology stack, primarily Zendesk and ChurnZero, ensuring seamless ticket routing, automation, and reporting. The role involves configuring workflows, maintaining data integrity, and developing AI‑assisted processes to streamline routine tasks and reporting. The specialist will generate recurring and ad‑hoc reports, build dashboards, and translate data insights into actionable business improvements. They will also document customer journeys and internal processes to support continuous improvement initiatives. Key responsibilities include troubleshooting platform issues, coordinating with internal teams and vendors, and evaluating AI capabilities across CX platforms to enhance operational efficiency. The role requires strong analytical, communication, and documentation skills, and the ability to work Australian business hours while based in the Philippines.

Key Responsibilities

• MicroSourcing is seeking a Customer Experience Operations Specialist to manage and fine‑tune its CX technology stack, primarily Zendesk and ChurnZero, ensuring seamless ticket routing, automation, and reporting. The role involves configuring workflows, maintaining data integrity, and developing AI‑assisted processes to streamline routine tasks and reporting. The specialist will generate recurring and ad‑hoc reports, build dashboards, and translate data insights into actionable business improvements. They will also document customer journeys and internal processes to support continuous improvement initiatives. Key responsibilities include troubleshooting platform issues, coordinating with internal teams and vendors, and evaluating AI capabilities across CX platforms to enhance operational efficiency. The role requires strong analytical, communication, and documentation skills, and the ability to work Australian business hours while based in the Philippines.

About the Role

This role is ideal for someone who enjoys combining strategy, content, data and execution. You will work with cross-functional teams and contribute directly to the company’s digital growth in Kolkata and surrounding areas.

Job Requirements

• Zendesk
• CRM
• Data Analysis

Required Skills