Customer Experience Platform Manager

Job overview

The Customer Experience Platform Manager role is onsite in Chicago, IL. Compensation is $40,000 per year. The role supports CoinFlip’s customer support operations and the systems used to serve customers of its digital currency platform. The manager owns day-to-day Salesforce Service Cloud administration, the contact center and telephony roadmap, and support reporting. Maintaining connected, well-configured tools and useful performance insights helps support teams operate effectively and gives leadership visibility into service trends.

What you'll do

• Manage Salesforce Service Cloud configuration, including objects, fields, layouts, flows, validation rules, and permissions
• troubleshoot user issues and maintain data hygiene
• support integrations
• evaluate relevant Salesforce releases
• own the contact center and telephony roadmap
• partner with support leadership on platform improvements
• manage vendor relationships
• coordinate feature and integration rollouts
• build and maintain support dashboards and reports
• deliver regular reporting and identify trends and operational issues.

What we're looking for

Skills & competencies

customer experience platform manager

salesforce service cloud

chicago il

coinflip

full-time

crm administration

contact center

telephony roadmap

ivr

cti integration

reporting and analytics

$40,000/year

Work arrangement

• Weekend coverage required

Benefits & perks

• Competitive benefits for full-time employees
• performance-based incentives are mentioned.

Why this role

Requires 2+ years of hands-on Salesforce administration experience; Service Cloud experience is preferred. Contact center platform experience and reporting/dashboard skills are required; cryptocurrency knowledge, Salesforce Administrator certification, and platform migration experience are nice to have.

About the employer

CoinFlip is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.