CRM & Automation Senior Specialist, Customer Care - Remote

Overview

The CRM & Automation Senior Specialist will manage software systems and workflows within the Customer Care department of an e-commerce company, focusing on CRM configuration, automation, and change management.

In Short

• Configure and maintain CRM systems (Zendesk) for the Customer Care department.
• Drive automation to improve customer ticket lifecycle metrics.
• Document automation processes and monitor performance against KPIs.
• Act as a subject matter expert for CX tools and support training initiatives.
• Support the development of an annual roadmap for CRM enhancements.
• Collaborate with cross-functional teams to translate business needs into technical requirements.
• Assist in User Acceptance Testing (UAT) for new CRM features.
• Work closely with CX Managers and stakeholders to optimize workflows.
• Demonstrate strong communication and interpersonal skills.
• Manage a high workload while prioritizing tasks effectively.

Requirements

• 3-4 years of experience in customer service or a technical role.
• Experience with software and analysis tools.
• Knowledge of CRM software and coding skills (SQL, JSON).
• Strong team player with relationship-building skills.
• Excellent time management and flexibility in scheduling.
• Strong communication skills for independent and collaborative work.

Benefits

• Extended health and dental benefits.
• Parental top-up program.
• Generous employee discount.
• Access to telemedicine and employee assistance programs.
• Savings and retirement plan matching contributions.
• Gender affirmation coverage.
• Opportunity to work with innovative technologies.