CX Tooling and Automation Specialist

Salary: £30,000 per year

Company

hirify.global operates in the B2B SaaS and education technology sector.

What you will do

• Design, build, and deploy technical enhancements for customer experience processes.
• Configure and optimise Gainsight and Zendesk, maintaining accurate and accessible customer data.
• Build and maintain automation rules and triggers that streamline the customer journey.
• Own the maintenance of Customer Operations systems and manage data movement across integrated Arbor platforms.
• Develop automated reporting dashboards for real-time KPI and digital programme ROI tracking.
• Advise Sales, Marketing, and Product teams on technical best practices and maintain NPS and C-sat survey data flows.

Requirements

• Experience in analytics, operations, or technical project management.
• Hands-on experience with Zendesk and Gainsight, as well as analytical and process tooling.
• Previous experience in B2B SaaS is essential; education-sector experience is highly preferred.
• Ability to manage large datasets and maintain data integrity across integrated systems.
• Strong writing skills and the ability to explain complex technical insights to non-technical stakeholders.

Culture & Benefits

• Flexible working arrangements are available for discussion.
• 32 days of holiday, including 25 days of annual leave and 7 company-wide days, plus Bank Holidays.
• Private dental insurance, life assurance at 3x annual salary, pension contributions, and comprehensive wellness support.
• Enhanced maternity, adoption, and paternity leave, plus return-to-work maternity coaching.
• Professional development training budget, wellbeing services, charity volunteering day, and dog-friendly offices.
• Wellbeing initiatives include mindfulness sessions, mental health support, manager training, and financial coaching.

Hiring process

• Phone screen.
• First-stage interview.
• Second-stage interview.