CX Ops Specialist

Job Title: CX Ops Specialist

Location: Remote (Latin America)

Type of Contract: Contract (3-6 months)

Salary Range: Market Rates

Our client is seeking a skilled CX Ops Specialist with expert-level HubSpot experience, hands-on Zendesk fluency, and a strong SaaS Customer Success and onboarding background to join their growing team. You will play a key role in managing the systems, workflows, and data infrastructure that support the customer experience from onboarding through renewal. Your work will directly impact retention, expansion, operational efficiency, and customer experience visibility.

Key Responsibilities

• Own and optimize their HubSpot CX infrastructure, including property governance, automation, cross-object workflows, and system-wide data accuracy.
• Build and manage customer lifecycle workflows covering onboarding, renewals, NPS/CSAT, time-to-value (TTV) tracking, and at-risk customer alerts.
• Manage and optimize Zendesk configuration, including ticket routing, macros, triggers, views, and multi-pipeline support strategies.
• Partner with Rev Ops to align CX systems and data with broader revenue processes, ensuring clean handoffs between Customer Success, Sales, and Support.
• Develop and maintain reporting and dashboards covering CSAT, TTV, renewals, NRR/GRR, onboarding progress, and CSM engagement.
• Oversee data governance, field standardization, change controls, and integration quality across systems such as Chargebee, Amplitude, and Product Fruits.
• Create and maintain scalable Confluence playbooks while supporting AI, self-service, in-app guidance, chatbot, knowledge base, and PLG support initiatives.

Must-Have Qualifications

• Expert-level proficiency with the HubSpot ecosystem, including cross-object automation, custom properties, calculated fields, re-enrolment, and dependency management.
• Hands-on Zendesk administration and configuration experience, including ticket routing, macros, triggers, and views.
• Prior experience working in a SaaS environment supporting Customer Success and/or Onboarding functions.
• Strong understanding of the customer lifecycle from onboarding through renewal and expansion.
• Experience working alongside or within a Rev Ops team and understanding how CX data connects to revenue reporting and forecasting.
• Strong technical aptitude with APIs, integrations, system data flows, and data governance.
• Experience creating detailed, scalable process documentation and playbooks in Confluence.

Preferred Qualifications

• Experience operating or integrating HubSpot and Zendesk together.
• Experience with Chargebee subscription logic, Amplitude usage mapping, and Product Fruits/HubSpot triggers.
• Knowledge of renewal forecasting, weighted probability, ARR alignment, CSM ownership models, account pools, and NRR/GRR reporting.
• Experience translating technical workflows into repeatable processes and onboarding materials for Customer Success, pooled success, and Support teams.