CX Tooling and Automation Specialist (EdTech)

TL;DR

CX Tooling and Automation Specialist (SaaS): Architecting and maintaining the infrastructure for customer experience using Gainsight and Zendesk with an accent on automation and data integration. Focus on eliminating manual waste, optimizing core CX platforms, and developing automated reporting dashboards to track KPIs.

Location: Flexible working with dog-friendly offices (UK based)

Company

hirify.global is a B2B SaaS company providing specialized software solutions for the education sector.

What you will do

• Design, build, and deploy technical enhancements to customer experience processes.
• Lead the technical configuration of Gainsight and Zendesk to ensure high data accuracy.
• Build and maintain complex rules and automated triggers to streamline the customer journey.
• Manage data pipelines between Customer Operations systems and broader company platforms.
• Develop and maintain automated reporting dashboards to track real-time KPIs and ROI.
• Provide best-practice technical advice to Sales, Marketing, and Product teams.

Requirements

• Proven experience in an analytics, operations, or technical project management role.
• Hands-on experience with Zendesk and Gainsight.
• Essential experience within B2B SaaS.
• Ability to manage large datasets and maintain data integrity across integrated systems.
• Strong writing skills and the ability to present technical insights to non-technical stakeholders.

Nice to have

• Previous experience within the Education sector.

Culture & Benefits

• 32 days holiday plus Bank Holidays.
• Life Assurance (3x annual salary) and Private Dental Insurance with Bupa.
• Comprehensive wellness benefits including 24/7 virtual GP and mental health support.
• Dedicated professional development training budget.
• Flexible working policies and dog-friendly offices.
• Enhanced maternity, adoption, and paternity leave.

Hiring process

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