Customer Experience Systems & Process Coordinator

Who you are

• 1–2 years in customer experience, support operations, systems administration, or a similar coordination role
• Hands-on experience with the back-end settings of a business tool, such as a customer relationship management (CRM) system, help desk, ticketing, ecommerce, or scheduling platform
• Strong spreadsheet skills and real comfort working with data, including filtering, pivots, lookups, and clean reporting
• Clear, organized written communication, with a habit of documenting your work as you go
• Familiarity with AI chatbots, large language model tools, or no-code automation platforms like Zapier or Make, whether from work or your own projects
• Familiarity with JSON, APIs, or basic SQL. You will not need to build integrations, but being able to read a data file or run a saved query is a plus
• Bonus points for previous experience in a direct-to-consumer, retail, or ecommerce environment
• You are organized and detail-oriented, and you catch small errors before they turn into big ones
• You have a natural curiosity about how tools work, and the follow-through to take a task all the way to done without being chased
• You can stay on top of a varied workload and keep many moving pieces from stalling

What the job involves

• Tecovas is looking for a CX Systems & Process Coordinator to keep the connected systems, AI agents, and automations behind our customer experience team accurate, current, and running the way they were designed
• Reporting directly to the Senior Manager, CX Operations, you will handle the day-to-day setup of our customer experience tools, test and monitor the AI agents that run our support workflows, and help move process improvements from testing all the way through rollout
• Handle the everyday setup and upkeep of the tools our customer experience team runs on, including users, permissions, queues, routing rules, templates, and tags
• Keep our help articles and knowledge base accurate and current, both for the team and for the AI agents that rely on them
• Test changes to systems and workflows in a safe practice environment before they go live, then confirm they work as intended once released
• Watch system health and data quality day to day, catch errors and broken connections, and fix or escalate them quickly
• Run test cases against our AI agents and automations before each release, record the results, and re-test after fixes are made
• Monitor how the AI agents perform in real time and flag wrong answers, failed handoffs, loops, and missed escalations
• Make approved updates to AI agent instructions and the content they draw from, and carefully document every change
• Support the rollout of process improvements from start to finish, including setup, testing, documentation, and follow-up
• Keep the improvement backlog organized and up to date, tracking what is proposed, in progress, and finished, and what each change delivered
• Track requests that involve other teams such as Digital, Fulfillment, Merchandising, Retail, and IT, and keep them moving
• Act as the first point of contact for outside vendor support tickets, opening them, following up, and seeing them through to a close
• Pull together weekly and monthly reports on how our systems and AI agents are performing, and surface anything that looks unusual

Benefits

• We offer insurance plans that pay 99% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents
• Paid Parental Leave
• Flexible PTO policy
• Corporate wellness program
• Generous employee discounts!