CX Tooling Specialist

Описание вакансии

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.

Position summary

The Site Operations team at EarnIn ensures seamless operational efficiency, reliability, and user lifecycle management across Customer Care systems and adjacent tooling through automation, proactive support, and structured processes. 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.

This position is hybrid, with the expectation of working two days per week from our offices in Mexico City.

What you’ll do

• Intake & triage. Own intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; coordinate with on-call as needed and ensure clear handoffs.
• Implement agentic workflows. Implement end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues (e.g., access requests, tooling fixes, standard configuration changes). Automate repetitive decision steps, surface runbooks and approvals, and provide auditable actions/rollback paths to reduce escalations and MTTR.
• Tooling administration. Administer and support CX tooling and adjacent applications (examples include Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, Google Analytics) with clear documented procedures and safe configuration practices.
• User lifecycle & Okta hygiene. Execute BPO and internal lifecycle operations (onboarding, permissioning, offboarding) with strong Okta hygiene; maintain source-of-truth rosters and access records and ensure changes are auditable.
• Audits & remediation. Run recurring user/access audits across Site Ops–administered tools, document findings, and close the loop with stakeholders and Security to remediate access and control gaps.
• Vendor escalations & incident support. Coordinate vendor escalations end-to-end: capture context, perform initial troubleshooting, open/track external tickets, and implement fixes or workarounds with partners. Support real-time incident response for agent/customer-impacting tooling issues.
• Cross-functional change coordination. Partner with Engineering, IT, and Security on configuration changes, release gating, and change validation; contribute implementation, rollback, and runbook steps for operational changes.
• Documentation & enablement. Create and maintain high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; drive adoption and ensure documentation stays current.
• Operational health & telemetry. Monitor operational health signals across owned tools; proactively address reliability, access, and performance issues affecting agents or customers and escalate via defined incident paths. Use telemetry to identify trends and measure improvements.

What we’re looking for

Required

• Hands-on experience administering CX platforms (e.g., Zendesk/SunCo): workflows, queues, routing, triggers/automations, and integrations.
• Experience supporting production-grade support environments with high availability and real-time incident response expectations.
• Proficiency with operational intake and tracking in Jira; comfortable collaborating across IT, CX, Engineering, and Security.
• Demonstrated ownership of user lifecycle and access governance for internal or BPO populations; strong documentation habits (runbooks/workflows/playbooks).
• Ability to troubleshoot agent/customer-impacting issues across chat, email, messaging, and voice channels in real time.

Preferred

• Experience with AWS Connect or similar cloud contact center platforms.
• Experience building/implementing agentic workflows.
• Familiarity with learning and workforce platforms used in support orgs (e.g., training, WFM tools) and operational reporting across systems.
• Experience supporting high-volume, regulated, or 24/7 contact center environments.
• Hands-on experience with Okta or identity/access automation (Okta Workflows, SCIM provisioning, etc.) and basic scripting/automation.

#LI-Hybrid

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant.

EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.