RYZE (a mission-driven wellness company specializing in mushroom coffee and superfoods) is seeking a technically skilled Customer Experience (CX) System Administrator. This role is the primary owner responsible for the setup, optimization, and maintenance of all tools and platforms that run the Customer Service operations, ensuring seamless, scalable, and exceptional customer interactions.

• Location: Remote – USA
• Focus: Zendesk Administration, Workflow Automation, and CX Tech Stack Integration.

Key Responsibilities: System Architecture and Operational Efficiency

You will serve as the technical engine behind the CX team, ensuring systems work smarter to reduce manual effort and improve key customer metrics.

• Zendesk Administration: Serve as the primary administrator for Zendesk (Admin Certification preferred). Configure all key elements, including user roles, groups, macros, triggers, automations, SLAs, and custom fields.
• Automation & Optimization: Design and implement automation workflows to streamline ticket handling, significantly reduce manual tasks, and improve response times.
• System Health & Integration: Monitor system health, troubleshoot errors, and maintain uptime and data accuracy across all integrated systems.
• Cross-Functional Liaison: Act as the critical link between Customer Service, Product, IT, and Marketing for all CX system-related initiatives, partnering on API integrations and feature rollouts.
• Reporting & Data: Build and maintain dashboards and reports tracking critical metrics like SLAs, CSAT, NPS, ticket volume, and team performance, leveraging advanced spreadsheet skills (Google Sheets/Excel) and data visualization platforms (Looker, Tableau).

What RYZE is Looking For:

The ideal candidate combines strong technical administration experience with a deep understanding of customer operations.

• Experience: 3+ years of experience in Customer Service Systems Administration, CX Operations, or Technical Support Operations.
• Core Proficiency: Proven proficiency in Zendesk Administration is essential.
• Technical Acumen: Strong understanding of workflow automation, logic building, and API integrations.
• Bonus Points: Experience supporting BPO or vendor-managed operations, familiarity with Shopify or the broader eCommerce tech stack, and experience implementing AI or automation tools in a CX environment.