Hiring CX Operations Specialist

CX Operations Specialist

• Location: Remote
• Type: Full Time.
• Job Location: Brazil, Mexico or Colombia preferred. Open to other LATAM locations for strong candidates
• Language requirement: English

About our client

Our client is a growing SaaS company focused on delivering a seamless customer experience at scale. As the customer organization grows, they are investing in the systems, processes, and data infrastructure that enable Customer Success, Support, and Revenue Operations teams to work more efficiently.

This is an opportunity to join a team where customer experience operations are a critical part of the company's growth strategy.

Role Overview

We're looking for a CX Operations Specialist who lives and breathes systems and can become the go-to expert for the company's HubSpot environment.

This role combines deep HubSpot expertise with hands-on Zendesk experience, SaaS customer success and onboarding knowledge, and the technical ability to work closely with Revenue Operations.

You'll own the infrastructure and workflows that keep the customer experience running smoothly — from onboarding and time-to-value through renewals, retention, and expansion.

You'll work across Customer Success, Onboarding, Support, Product, Finance, and Revenue Operations to improve processes, maintain clean and reliable data, and create scalable systems that enable teams to deliver a consistent customer experience.

This is a hands-on role for someone who understands both how customer-facing teams work and how the systems behind those teams should operate.

Key Responsibilities

• Own and optimize the HubSpot CX infrastructure across objects, including property governance, automation, and system-wide data accuracy.
• Serve as the internal go-to expert for HubSpot and its CX-related workflows.
• Build, maintain, and continuously improve customer lifecycle workflows covering onboarding, renewals, NPS/CSAT, time-to-value tracking, and at-risk customer alerts.
• Manage and optimize Zendesk configuration, including ticket routing, macros, triggers, and views.
• Partner closely with Revenue Operations to align CX systems and data with broader revenue processes.
• Ensure clean handoffs between Customer Success, Sales, and Support and consistent reporting across the customer and revenue funnel.
• Work cross-functionally with Customer Success, Onboarding, Support, Product, and Finance to streamline handoffs, define SLAs, and improve the customer experience.
• Develop and manage reporting and dashboards covering CSAT, time to value, renewals, NRR/GRR, onboarding progress, and CSM engagement.
• Maintain data governance, field standardization, change controls, and integration quality across systems such as Chargebee, Amplitude, and Product Fruits.
• Create and maintain scalable process documentation and playbooks in Confluence.
• Support the continuous optimization of AI and self-service customer programs, including in-app guidance, chatbot actions, knowledge base strategy, and PLG support.
• Identify opportunities to improve CX processes, system efficiency, data quality, and operational scalability.

Why This Role Matter

Customer experience doesn't scale through people and processes alone. It also depends on having the right systems, workflows, and data working behind the scenes.

In this role, you'll help create the infrastructure that allows Customer Success and Support teams to operate more efficiently while giving leadership better visibility into customer health, retention, and revenue.

Your work will directly support how the organization manages the customer journey — from the first stages of onboarding through renewal and expansion.

Qualifications and Experience

• Deep, expert-level experience with HubSpot, including cross-object automation, custom properties, calculated fields, re-enrollment, and dependency management.
• Hands-on experience configuring and administering Zendesk, including ticket routing, macros, triggers, and views.
• Experience using HubSpot and Zendesk together or integrating the two is strongly preferred.
• Previous experience in a SaaS environment, ideally supporting Customer Success and/or Onboarding teams.
• Strong understanding of the customer lifecycle from onboarding through renewal and expansion.
• Experience translating Customer Experience priorities into operational systems and workflows.
• Experience working alongside or within a Revenue Operations team.
• Understanding of how CX data connects to broader revenue reporting and forecasting.
• Familiarity with renewal forecasting, CSM ownership models, account pool structures, and NRR/GRR reporting.
• Strong technical aptitude and comfort working with APIs, integrations, and data flows across systems.
• Experience with systems such as Chargebee, Amplitude, Product Fruits, or similar platforms is a plus.
• Strong understanding of data governance, system limitations, field mapping, and integration dependencies.
• Ability to create detailed, scalable process documentation and playbooks in Confluence.
• Ability to translate technical workflows into clear, repeatable processes for customer-facing teams.
• Strong cross-functional communication and collaboration skills.
• Ability to work independently while partnering closely with Customer Success, Support, Product, Finance, and Revenue Operations teams.

Ideal Candidate Profile

You may be a strong fit for this role if you enjoy solving system and workflow challenges, understand both the technical side of CX systems and the day-to-day reality of Customer Success teams, and can turn complex processes into scalable workflows.

You care about data quality and operational consistency and are comfortable working across HubSpot configuration, reporting, integrations, documentation, and customer-facing teams.

You also look beyond individual tasks to identify ways to improve systems and processes at scale.

About Altrio Consulting

Altrio Consulting connects top talent from Latin America with fast-growing technology companies in the United States. For over 15 years, we’ve helped professionals build international careers while helping our clients scale with exceptional remote teams in areas such as customer success, product design, engineering, and project management.

Working with Altrio means joining a global community where your expertise is valued, your growth is supported, and your work makes a real impact. Our roles combine the best of both worlds: the stability and culture of leading US-based companies with the flexibility and opportunity of working remotely from Latin America.