CX Tooling Specialist
The CX Tooling Specialist at EarnIn plays a pivotal role within the Site Operations team, ensuring seamless operational efficiency and reliability across Customer Care systems. EarnIn is a pioneering company in earned wage access, dedicated to providing real-time financial flexibility for individuals living paycheck to paycheck. This position is based in Mexico City, with a hybrid work arrangement requiring two days per week in the office.
Key responsibilities include managing intake and triage for Site Operations requests via the Jira Customer Portal, implementing autonomous workflows to resolve routine issues, and administering Customer Experience (CX) tools such as Zendesk/SunCo, AWS Connect, Sprout Social, and Assembled. The specialist will also oversee user lifecycle operations, conduct regular audits to ensure compliance, coordinate vendor escalations, and support real-time incident responses. Additionally, the role involves collaborating with cross-functional teams on configuration changes and maintaining comprehensive documentation and training materials.
Candidates should have hands-on experience administering CX platforms, particularly Zendesk/SunCo, and supporting production-grade support environments with high availability requirements. Proficiency in using Jira for operational intake and tracking, along with a strong understanding of user lifecycle and access governance, is essential. The ability to troubleshoot issues across various communication channels in real time is also required. Preferred qualifications include experience with AWS Connect or similar cloud contact center platforms, building autonomous workflows, familiarity with learning and workforce platforms, and supporting high-volume or regulated contact center environments.
EarnIn offers a dynamic work environment focused on innovation and customer-centric solutions. Employees are encouraged to take ownership of their roles and contribute to the company's mission of providing financial flexibility to its community members. The hybrid work model promotes a balance between in-office collaboration and remote work flexibility.