CX Tooling Specialist

Position summary

The Site Operations team at EarnIn ensures seamless operational efficiency, reliability, and user lifecycle management across Customer Care systems and adjacent tooling through automation, proactive support, and structured processes. 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.

This position is hybrid, with the expectation of working two days per week from our offices in Mexico City.

What you’ll do

• Intake & triage. Own intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; coordinate with on-call as needed and ensure clear handoffs.
• Implement agentic workflows. Implement end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues (e.g., access requests, tooling fixes, standard configuration changes). Automate repetitive decision steps, surface runbooks and approvals, and provide auditable actions/rollback paths to reduce escalations and MTTR.
• Tooling administration. Administer and support CX tooling and adjacent applications (examples include Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, Google Analytics) with clear documented procedures and safe configuration practices.
• User lifecycle & Okta hygiene. Execute BPO and internal lifecycle operations (onboarding, permissioning, offboarding) with strong Okta hygiene; maintain source-of-truth rosters and access records and ensure changes are auditable.
• Audits & remediation. Run recurring user/access audits across Site Ops–administered tools, document findings, and close the loop with stakeholders and Security to remediate access and control gaps.
• Vendor escalations & incident support. Coordinate vendor escalations end-to-end: capture context, perform initial troubleshooting, open/track external tickets, and implement fixes or workarounds with partners. Support real-time incident response for agent/customer-impacting tooling issues.
• Cross-functional change coordination. Partner with Engineering, IT, and Security on configuration changes, release gating, and change validation; contribute implementation, rollback, and runbook steps for operational changes.
• Documentation & enablement. Create and maintain high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; drive adoption and ensure documentation stays current.
• Operational health & telemetry. Monitor operational health signals across owned tools; proactively address reliability, access, and performance issues affecting agents or customers and escalate via defined incident paths. Use telemetry to identify trends and measure improvements.

What we’re looking for

Required

• Hands-on experience administering CX platforms (e.g., Zendesk/SunCo): workflows, queues, routing, triggers/automations, and integrations.
• Experience supporting production-grade support environments with high availability and real-time incident response expectations.
• Proficiency with operational intake and tracking in Jira; comfortable collaborating across IT, CX, E