# CX Tooling Specialist

**Company**: EarnIn
**Location**: Mexico City, Mexico
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/earnin/jobs/7766545
**Canonical**: https://yubhub.co/jobs/job_c00acb7b-2dd

## Description

We're seeking a CX Tooling Specialist to join our Site Operations team, ensuring seamless operational efficiency, reliability, and user lifecycle management across Customer Care systems and adjacent tooling.

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.

Key responsibilities include:

Intake & triage: owning intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; Implement agentic workflows: implementing end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues; Tooling administration: administering and supporting CX tooling and adjacent applications, such as Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics; User lifecycle & Okta hygiene: executing BPO and internal lifecycle operations, maintaining source-of-truth rosters and access records, and ensuring changes are auditable; Audits & remediation: running recurring user/access audits across Site Ops-administered tools, documenting findings, and closing the loop with stakeholders and Security; Vendor escalations & incident support: coordinating vendor escalations end-to-end, capturing context, performing initial troubleshooting, opening/tracking external tickets, and implementing fixes or workarounds with partners; Cross-functional change coordination: partnering with Engineering, IT, and Security on configuration changes, release gating, and change validation; Documentation & enablement: creating and maintaining high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; Operational health & telemetry: monitoring operational health signals across owned tools, proactively addressing reliability, access, and performance issues affecting agents or customers, and escalating via defined incident paths.

We're looking for someone with hands-on experience administering CX platforms, supporting production-grade support environments, and proficiency with operational intake and tracking in Jira. Experience with AWS Connect or similar cloud contact center platforms, building/implementing agentic workflows, and familiarity with learning and workforce platforms used in support orgs are preferred.

## Skills

### Required
- Zendesk/SunCo
- AWS Connect
- Sprout Social
- Assembled
- Google Analytics
- Jira
- Okta
- identity/access automation
- scripting/automation

### Nice to have
- agentic workflows
- learning and workforce platforms
- operational reporting