Senior Customer Experience System Administrator

About RYZE

At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mind—helping people everywhere unlock their highest potential. We’re a fast-growing, mission-driven team passionate about wellness, innovation, and building a brighter future together.

The Role

We’re seeking a technically skilled and highly organized Customer Experience (CX) System Administrator to own the setup, optimization, and maintenance of all tools and platforms powering RYZE’s Customer Service operations. This role ensures our systems—from ticketing to communication to reporting—function seamlessly, scale efficiently, and enable our teams to deliver an exceptional customer experience.

You’ll serve as the primary administrator for key CX tools like Zendesk, managing automations, workflows, and integrations that keep our operations running efficiently. The ideal candidate combines a passion for system architecture with a deep understanding of customer operations, ensuring every process helps our team work smarter—not harder.

What You’ll Do

• Serve as the primary administrator for Zendesk and other CX tools, ensuring system setup aligns with team workflows and business goals.
• Configure user roles, groups, macros, triggers, automations, SLAs, and custom fields to match operational needs.
• Monitor system health, troubleshoot errors, and maintain uptime and data accuracy across integrated systems.
• Manage user permissions, onboarding/offboarding, and compliance with access and security protocols.
• Design and implement automation workflows to streamline ticket handling, reduce manual tasks, and improve response times.
• Collaborate with WFM and Operations teams to configure routing, capacity planning, and reporting systems for efficiency.
• Partner with Product, IT, and Engineering teams on API integrations, feature rollouts, and cross-platform alignment.
• Proactively identify, test, and deploy new features or enhancements to strengthen CX technology infrastructure.
• Build and maintain dashboards and reports tracking SLAs, CSAT, NPS, ticket volume, and team performance.
• Conduct regular audits to ensure data accuracy, system compliance, and automation reliability.
• Act as a cross-functional liaison between Customer Service, Product, IT, and Marketing for all CX system-related initiatives.
• Support the evaluation, testing, and implementation of new tools and vendors.
• Document all systems, updates, and processes to ensure operational continuity and visibility.
• (Other related duties may be assigned.)
  
  

What We’re Looking For

• 3+ years of experience in Customer Service Systems Administration, CX Operations, or Technical Support Operations.
• Proven proficiency in Zendesk Administration (Admin Certification preferred).
• Strong understanding of workflow automation, logic building, and API integrations.
• Advanced skills in Google Sheets/Excel; familiarity with Looker, Power BI, or Tableau is a plus.
• Excellent analytical, problem-solving, and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment while maintaining exceptional attention to detail.
• Strong communication and cross-functional collaboration skills.
  
  

Bonus Points

• Experience supporting BPO or vendor-managed operations.
• Familiarity with Shopify or broader eCommerce tech stacks.
• Experience implementing AI or automation tools in a CX or operations environment.
• Basic knowledge of HTML, JSON, or API scripting.
  
  

What We Offer

• Competitive contractor compensation
• Flexible working hours with a fully remote setup
• Opportunity to contribute to a fast-growing, mission-driven global brand
• A collaborative environment with room to grow your skills and impact