CX CRM Administrator – AI Support Tools

About the role

The Business System Administrator will support the tools and applications that power Wag!'s Customer Experience team. The focus is on the support CRM, AI/automation platforms, and phone system, ensuring smooth adoption and continuous improvement. This is a full‑time, on‑site position in downtown Miami for candidates legally authorized to work in the United States.

Key responsibilities

• Configure, deploy, and optimize AI‑powered support tools such as chatbots, virtual agents, and automated workflows to increase ticket deflection.
• Administer and customize the Kustomer CRM and related tool stack, handling widget implementation, API integration, workflow configuration, and reporting.
• Define, track, and report on performance metrics (containment rate, automated resolution rate, CSAT) via dashboards and status reports.
• Diagnose and resolve technical issues across priority levels, collaborating with cross‑functional partners and third‑party providers.
• Manage user permissions, security settings, and PII protection while championing tech standards and cross‑departmental process enhancements.

Required profile

• Bachelor's degree or equivalent experience.
• Self‑motivated with a strong passion for improving customer experiences.
• Drive for efficiency, automation, and process improvement.
• Ability to work on‑site five days a week in Miami.
• Legal authorization to work in the United States (no visa sponsorship).

Required skills

• Kustomer CRM administration.
• API integration.
• Widget implementation.
• Workflow configuration.
• Dashboard and reporting tool creation.
• AI chatbot and virtual‑agent platforms.
• Data security and PII compliance.