About the Role
We are looking for a proactive and highly organized CX Process Specialist – Engineering to join the CX Delivery team as a Maternity Leave Replacement.This role is ideal for a CX Operations professional with hands-on experience improving processes, working with CX tools, and partnering with cross-functional teams.
The role sits at the intersection of Customer Experience, Engineering, Product, and Operations. You will help ensure customer issues, bugs, escalations, and operational processes are managed in a structured, scalable, customer-focused, and increasingly proactive way.
This is a hands-on role for someone who enjoys bringing order to complex processes, working with multiple stakeholders, identifying gaps, and using AI and automation to drive improvements from idea through implementation. A key goal will be helping CX and CX Engineering teams move from reacting to issues to identifying and addressing them proactively.
Responsibilities
Own and coordinate CX-to-Engineering operational processes, including customer escalations, bugs, engineering tasks, and incident-related follow-up.
Manage the flow of escalations through tools such as Zendesk, Slack, and Linear—ensuring requests are correctly documented, prioritized, assigned, tracked, and communicated.
Partner closely with CXE, Engineering, Operations, Product, Support, and other stakeholders to drive timely progress and clear ownership.
Identify process gaps, recurring pain points, and manual work, and design practical improvements that increase efficiency, visibility, consistency, scalability, and proactive support.
Use AI tools, including Cursor, to explore, build, and implement automation and workflow improvements for CX Engineering processes.
Analyze relevant logs and operational data to identify recurring issues, surface insights earlier, and build or improve alerts, signals, and workflows that enable CX Engineers to investigate and act before issues become widespread or are escalated by customers.
Help maintain and improve escalation frameworks, workflows, templates, dashboards, and internal documentation.
Support incident, root-cause analysis, and retrospective processes, ensuring incidents are resolved in a fast and customer-centric way and learnings and preventive actions are captured and followed through.
Provide visibility into trends, volumes, blockers, and outcomes, helping teams make informed prioritization decisions and anticipate emerging risks.
Support broader CX Delivery initiatives, including automation opportunities, tooling enhancements, and operational projects and ad-hoc tasks.
You’ll be successful if you:Create a smooth, reliable, transparent, and proactive experience for CX teams working with Engineering and Product.
Ensure escalations and operational requests are consistently tracked, prioritized, and progressed.
Improve visibility, ownership, and communication around customer-impacting issues.
Use AI, automation, and log-based insights to reduce manual work and make CX Engineering processes more scalable, efficient, and proactive.
Help build practical log-based alerts, signals, and processes that enable CX Engineers to detect, investigate, and address potential issues earlier—before they lead to broader customer impact or inbound escalations.
Help turn recurring issues and learnings into meaningful process, product, or tooling improvements.
3+ years of experience in CX Operations, Customer Support Operations, Customer Project/Program Management, or a similar operational role.
Experience working cross-functionally with Engineering, Product, and Customer-facing teams.
Strong ownership, prioritization, and follow-through—you are comfortable independently driving work across multiple stakeholders.
Excellent communication skills, with the ability to translate complex issues into clear updates, requirements, and next steps.
Strong attention to detail and ability to create structure in a fast-paced, changing environment.
Experience using AI tools, ideally including Cursor, to improve processes, automate manual work, or build operational solutions.
Comfort reading and investigating logs and operational data to support troubleshooting, identify trends, improve processes, and help create proactive alerts or workflows.
Experience with tools such as Zendesk, Asana, Linear, Jira, Slack, Salesforce, or similar platforms - Zendesk and Linear strong advantage
A data-driven mindset and ability to use operational insights to identify trends, improvement opportunities, and early risk signals.
Experience with incident management, escalations, bug management, or SaaS operations is a strong advantage.
Nice to HaveExperience developing Zendesk apps or advanced Zendesk administration.
Experience in a high-growth SaaS environment.
