CX Tooling and Automation Specialist (SaaS)

TL;DR

CX Tooling and Automation Specialist (SaaS): Architecting and maintaining the technical infrastructure for customer experience using Gainsight and Zendesk with an accent on process automation and data integration. Focus on eliminating manual waste, building automated triggers, and developing real-time KPI reporting dashboards.

Location: Hybrid (Leeds, United Kingdom)

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 for 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 platform infrastructure.
• Develop automated reporting dashboards to track real-time KPIs and ROI on digital programs.
• Provide technical advisory to Sales, Marketing, and Product teams when designing new digital programs.

Requirements

• Proven experience in an analytics, operations, or technical project management role.
• Hands-on expertise 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.
• Experience in the Education sector is highly preferred.

Culture & Benefits

• 32 days holiday (including 25 annual leave and 7 company-wide days).
• Comprehensive wellness package including virtual GP, mental health support, and Bupa dental insurance.
• Life Assurance (3x annual salary) and salary sacrifice pension via Scottish Widows.
• Enhanced maternity (20 weeks full pay) and paternity (6 weeks full pay) leave.
• Dedicated professional development training budget for up toskilling and certifications.
• Flexible working arrangements and dog-friendly offices.

Hiring process

• Phone screen
• First stage interview
• Second stage interview