Applications close Friday, September 25th.
We're reviewing everyone who applied before taking anyone new. If we reopen, we'll post it on LinkedIn and update this page.
Setup
Remote contractor, part-time
Hours
12 to 15 hrs/week, set weekly availability overlapping US Pacific business hours
Reports to
Founder
Start
October 2026
Compensation
Competitive contract rate, based on experience
What CX Collective does
Support teams of 5 to 20 agents have the same problems as a 500-agent operation, with one person covering all of them. The same leader is expected to admin the help desk, stand up AI, build reporting, run quality, forecast staffing, hire, coach, and still answer to an executive team that wants the numbers on Monday.
Hiring a specialist for each of those disciplines isn't realistic at that size. Buying more software doesn't fix it either, because tools don't make the decisions.
CX Collective is the support operations partner those teams would hire full time if they could. We assess what's really happening (contact drivers, workflows, reporting, the gaps between how it's set up and how it's used), build the systems (help desk configuration, routing, AI agents, self-service, reporting), and operate them after launch (weekly and monthly reporting, quality programs, AI tuning, staffing plans, and the recurring decisions that keep it working).
We don't just recommend. We build it, implement it, and stay until it works. We are a small, remote team. Everyone here owns real work for real clients.
The role
You own how our clients' support operations run. You know their business well enough to make the call when something needs to change, and you're the person they come to when they need a decision.
You are not doing the production work. Reporting and quality cycles are prepared for you. You review what comes out, decide what's right for the client, and own the relationship. This is a judgment role, not a task role.
What you'll own
Four groups of work, all of it yours
Know the client's operation
- Learn how each client works: products, policies, contact reasons, channels, team structure, agent skills, busy seasons, what their leaders care about
- Understand why their setup is built the way it is
- Keep our documentation of how each client operates current
- Bring the “why” to every change
Review and decide
- Review scored interactions before anything reaches the client, and confirm, correct or reject every result that affects an agent
- Review the reporting prepared for each client, resolve anything flagged, and add the interpretation the client needs
- Lead calibration sessions with the client's team leads and own the decisions
- Review help center article drafts and publish them
Testing, UAT and go-live
- Test what gets built, working through the build with our technical consultant and finding gaps before the client does
- Own user acceptance testing: build the plan, run the sessions with the client, track every issue to closure, decide when it's ready
- Sign off before go-live and confirm the client's team knows what changed
- Watch it after launch
Client relationship and day to day
- Triage and handle small client requests yourself: help desk triggers, automations, views, macros, fields, business hours
- AI agent tuning: review bot conversations, fix wrong or missing answers, adjust flows, test before publishing
- Run the weekly sync and monthly planning meeting
- Train client agents and team leads when a process changes
- Bring 2 to 3 recommendations to each client's monthly meeting
- Flag when one of our documented processes is wrong
Escalation and access
- Escalate to our technical consultant or to the platform depending on where the problem sits, and open vendor tickets yourself rather than waiting on the client
- Own the thread through to resolution
- Work with account executives on licensing, entitlements, plan changes, feature enablement and sandbox access
- Get access unblocked early, since access is the most common reason a project slips
Who you'll work with
You won't be doing this alone. Reporting and quality cycles are prepared for you, a technical consultant does the hands-on builds, and a content writer maintains the help centers. You also work directly with help desk vendors and account executives on licensing, entitlements and platform strategy. Your job is the judgment, the client relationship, and making sure what we launch actually works.
What you won't do
How we work
We are an introvert-friendly team. Async and written by default. No standups, no meetings for the sake of meetings, no pressure to be “on” all day.
Client calls are scheduled, focused and few: a weekly sync and a monthly planning meeting per client. Deep work time is protected.
Most of this job is thinking and deciding, not talking. One 30-minute internal sync a week. Work is tracked in writing, not chat.
You have
- 5+ years in customer support or CX operations as a support ops manager, customer service or support manager, team lead or consultant
- Ideally having owned a client relationship or an internal support team's operations, not just executed tasks
- Experience running or overseeing a quality program including leading calibration sessions
- Experience owning UAT: writing the test plan, running it with a client, deciding when something is ready to launch
- Hands-on Zendesk admin experience: triggers, automations, views, macros, Explore reporting
- Zendesk AI agents, Intelligent Triage or Messaging experience
- Experience reviewing AI or automated output critically and explaining why a result is wrong
- Comfort telling a client no, or not yet, and explaining the tradeoff
- Clear, calm written communication
Nice to have
- Workforce management experience: forecasting, scheduling, shrinkage
- Consulting or agency background, or the desire for one
- Experience with project management and shared inbox tools
First 90 days
What success looks like
- You can explain how each client works without looking it up
- Every quality result affecting an agent is reviewed by you before it reaches the client
- Calibration sessions run on schedule and decisions are documented
- Client requests acknowledged within 1 business day
- Anything you launch has been tested, has a UAT record, and the client's team knows what changed
- Escalations have an owner, a ticket number and a next step, never “waiting to hear back”
- Each client's monthly meeting has recommendations from you
For support leaders
Leading a support team and recognize this job description?
If this list of responsibilities looks like your week, that's the problem we solve. Quality, reporting, AI tuning, staffing plans and vendor escalations are five specialties, and most growing teams have one person covering all five. We work with support teams of 5 to 20 agents to build the systems, run them, and keep them working.
See how we work with support teamsApply
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Let's not waste each other's time. Tell us the rate you need. We have a budget for this role, and if your number is outside it we would rather know now than after three conversations. We won't negotiate you down from the number you give us.
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