CX Operations Specialist

CX Operations Specialist

Requirements

• 2+ years of experience in operations, sales operations, or customer success operations.
• At least 1 year of experience working in a role with direct Salesforce administration or heavy Salesforce usage.
• Bachelor’s degree in Business, Information Systems, or a related field (or equivalent experience).
• Strong understanding of Salesforce configuration, workflows, automation, reporting, and best practices.
• Ability to assess business needs, identify challenges, and create multiple potential solutions with clear trade-offs.
• Ability to analyze system performance, customer data, and process efficiency to drive improvements.
• Comfortable designing, implementing, and refining workflows within Salesforce and other tools.
• Strong ability to work cross-functionally and communicate technical concepts to non-technical stakeholders.
• Adaptability, quick thinking, and comfort with changing goals and priorities.

Responsibilities

• Own and Optimize Salesforce Operations – Serve as the Salesforce expert on the team, ensuring efficient system administration, configuration, and optimization to support CX operations.
• Drive Cross-Functional Collaboration – Work closely with Customer Success, CX Leadership, Product, and other teams to align system capabilities with business needs.
• Support & Train Users – Manage day-to-day user support, troubleshoot issues, and provide training to ensure team members maximize their use of Salesforce and other CX tools.
• Enhance System Performance – Monitor system integrity, optimize workflows, and develop best practices to improve efficiency.
• Solve Business Challenges – Analyze business processes, identify pain points, and implement solutions using Salesforce and other tools.
• Manage Data Integrity & Reporting – Maintain data hygiene, build dashboards, and generate reports to track key performance indicators (KPIs).
• Adapt to Changing Priorities – Thrive in a fast-paced environment, pivoting quickly when business needs shift.
• Contribute to Process Improvements – Recommend and implement scalable solutions to enhance team efficiency and customer experience.

Preferred Qualifications

• Salesforce Administration Certification – A huge plus!
• Experience in CX, Customer Success, or Sales Operations – Understanding of how operational systems impact customer engagement.
• Technical Curiosity & Growth Mindset – Eager to learn new systems, tools, and best practices.
• Proactive & Impact-Driven – You take initiative, own projects from start to finish, and drive measurable results.
• Strong Business Acumen – Understanding of how Salesforce and other platforms contribute to overall business success.