CX Tooling and Automation Specialist (Zendesk/Gainsight)

Location: Leeds, England, United Kingdom; hybrid workplace

Salary: £30,000 per year

Company

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

What you will do

• Design, build, deploy, and optimise technical enhancements to customer experience processes.
• Configure and maintain Gainsight and Zendesk, including complex rules and automated triggers.
• Own the maintenance and operational health of Customer Operations systems.
• Manage data movement between Customer Operations systems and wider hirify.global Division platforms.
• Develop automated reporting dashboards for real-time KPI and digital-program ROI tracking.
• Maintain closed-loop NPS and C-sat survey processes and advise Sales, Marketing, and Product teams on digital programs.

Requirements

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

Culture & Benefits

• Flexible working options are available for discussion.
• 32 days of holiday plus Bank Holidays, including 25 days of annual leave and 7 company-wide days.
• Wellbeing support including a dedicated wellbeing team, virtual GP access, mental health support, counselling, and health checks.
• Life assurance at 3x annual salary, private dental insurance, and a salary-sacrifice pension.
• Enhanced maternity, adoption, and paternity leave, plus return-to-work maternity coaching.
• Professional development budget, charity volunteering day, and social events.

Hiring process

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