Description
As a Customer Experience (CX) Systems Administrator, you will serve as the technical backbone of Tithely's customer experience engine by leading the administration, configuration, and optimization of our core CX technology stack. In this role, you will architect scalable workflows, maintain data integrity across platforms, and build the automation logic that powers our AI and workforce management tools, ensuring our teams can efficiently support churches around the world.
Primary Responsibilities of the Role
System Administration & Integration Management
- Serve as the full technical owner of Zendesk (triggers, macros, routing logic), Community Software, and associated CX tools.
- Manage data mapping, sync logic, and technical integrations between core platforms, including HubSpot, Zendesk, and ChurnZero.
- Build and maintain complex automated workflows, nested triggers, and custom fields across all internal and external CX systems.
- Configure feedback mechanisms via Simplesat and manage automated retention/cancellation workflows in ProsperStack.
Internal Tooling, Workforce & AI Support
- Administer workforce management platforms (Assembled) and deploy, tune, and optimize AI Agents to improve operational efficiency.
- Provide technical maintenance for specialized applications, including the Customer Context App, text validation tools, and Trucentive.
- Serve as the primary technical escalation point for internal team members experiencing issues within the CX technology stack.
Data Governance & Vendor Management
- Conduct regular system audits to eliminate redundant tags, repair broken automations, and manage user security and permission settings.
- Interface directly with software vendors to resolve technical issues and evaluate new features that enhance team capabilities.
- Execute CX operations and technical initiatives to support the scaling needs of the broader Customer Experience department.
Qualifications
A Successful Candidate Will:
- Optimize Work Processes: Know the most effective and efficient processes to get things done, focusing on continuous improvement and managing systems at scale.
- Cultivate Innovation: Introduce new, practical ideas and approaches to solve complex operational challenges.
- Drive Results: Persist in accomplishing key objectives despite setbacks, maintaining high standards for system reliability and operational uptime.
- Be Resourceful: Effectively deploy tools, technology, and internal processes to solve problems and support cross-functional teams.
- Have a Strategic Mindset: See ahead to future technical requirements and translate operational needs into scalable automation logic.
Required Technical Qualifications:
- 3+ years of technical administration experience within SaaS environment.
- Deep administrative experience with Zendesk and HubSpot, including complex routing, workflows, and integrations.
- Strong logical reasoning skills with experience mapping out complex, conditional processes (If/Then logic) prior to build.
- Solid understanding of SaaS integration methods, including webhooks, APIs, and middleware tools (e.g., Zapier, Workato).
- Meticulous attention to detail and a track record of rigorous workflow testing prior to deployment.
Preferred Technical Qualifications:
- Hands-on experience with workforce management (WFM) tools such as Assembled, or customer success platforms like ChurnZero.
- Experience deploying and tuning AI-powered customer service agents or automated support tools.
- Background supporting CX, Support, or Customer Success teams in a high-growth SaaS or faith tech organization.
Office Requirements:
- We are a fully distributed team (100% remote) with travel sometimes required 1-2 times per year.
- A stable work environment with designated workspace and access to high-speed internet.
- US-based and legally able to work full time in the US. Sponsorships are not available at this time.
- Tithely is currently able to employ in the following states: AL, AR, AZ, CA, CO, FL, GA, IA, ID, IL, IN, KS, KY, MA, MI, MN, MT, NC, NE, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, WV
Additional Information
Health insurance, dental, vision for your family, 401K, paid time off, sick leave, parental leave, and more. We believe taking care of our team is important and want to be sure you have what you need.
Tithely is an Equal Opportunity Employer
Yourgiving, Inc. DBA Tithe.ly (herein, “the Company”) is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race (including hairstyles), color, alienage or national origin, ancestry, citizenship status, sex, gender, gender identity, pregnancy, childbirth or related medical condition, religious creed, physical disability or handicap, mental disability or handicap, age, medical condition (cancer), marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by federal, state or local law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
