CX Business Systems Administrator

Job description

About Us Wag! Group Co. strives to be the number one platform to solve the service, product, and wellness needs of the modern U.S. pet household. Wag! pioneered on-demand dog walking in 2015 with the Wag! app, offering access to 5-star dog walking, sitting, and one-on-one training from a community of over 500,000 Pet Caregivers nationwide. Additionally, Wag! Group Co. operates Petted, one of the nation’s largest pet insurance comparison marketplaces; Dog Food Advisor, a leading pet food review platform; WoofWoofTV, reaching over 18 million followers with delightful pet content on social media; and maxbone, a digital platform for modern pet essentials, offering superfoods for dogs and stylish, functional products for today’s pet owners. For more information about our company, visit . and 🐾 The Role The Business System Administrator will provide technical administration support for the business tools and applications powering Wag!'s Customer Experience team, with a focus on our support CRM, AI/automation platforms, and phone system administration. You will implement new features and functionality, partner with internal customers on customization projects, and resolve technical issues supporting CRM adoption across the customer support. A core focus of the role is deploying, tuning, and continuously improving AI-driven support tools, including chatbots, virtual agents, and automated workflows, to drive measurable ticket deflection and self-service success. We're looking for a self-motivated teammate with a strong passion for improving customer experiences and a drive for efficiency, automation, and process improvement. This role is full-time and in-person 5x a week in our downtown Miami office. Applicants must be legally authorized to work in the United States at the time of hire. This position is not eligible for current or future employment visa sponsorship. How You’ll Make an Impact Own the configuration, deployment, and ongoing optimization of AI-powered support tools (chatbots, virtual agents, and automated workflows) to drive measurable ticket deflection and self-service success across the enterprise Administer and customize the Kustomer CRM and broader tool stack, delivering full technical integrations including widget implementation, API integration, workflow configuration, and reporting Define, track, and report on deflection and performance metrics (containment rate, automated resolution rate, CSAT on AI interactions) via dashboards and status reports Diagnose and rectify technical discrepancies across various priority levels, collaborating with cross-functional partners and third-party providers to maintain service level agreements Manage user permissions, security configurations, and the safeguarding of PII and data accuracy, while championing organizational tech standards, workflow architecture, and cross-departmental process enhancements Minimum Paw-lifications Bachelor's degree or equivalent experience in a related field 3 years of experience managing support CRMs Proficiency with RESTful APIs and SaaS integrations; working knowledge of SQL Strong analytical thinking, problem-solving, and customer-focused communication skills Ability to work in-person 5x a week in our downtown Miami office Purr-furred Paw-lifications 5+ years of system or application administration experience Exposure to AI/automation support tools (chatbots, virtual agents, or conversational AI) and ticket deflection strategy Familiarity with CRM platforms such as Salesforce, Zendesk, and/or Oracle Experience troubleshooting in a SaaS environment and managing change/data migration Background in contact center or customer support operations Interest in consumer marketplaces, two-sided platforms, and/or pet/consumer wellness Benefits & Purrr-ks Competitive Medical, Dental, and Vision Insurance Complimentary parking on-site at our downtown Miami office Catered breakfast and lunch daily Monthly Wellness Stipend, and credits for both Wag! and maxbone Life Insurance and Short- and Long-term Disability with Guardian 401(k) Retirement Plan with Empower and employer match as defined by plan 11 company-paid holidays each year ​​Flexible (no set limit) discretionary paid time off in accordance with the vacation policy outlined in our handbook and subject to your manager’s approval Employees are eligible for paid parental leave, up to 8 weeks for non-birthing parents and 14-16 weeks for birthing parents Wag! Group Co. is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by federal, state, or local law. Applicants must be legally authorized to work in the United States at the time of hire. This position is not eligible for current or future employment visa sponsorship. We may use AI-enabled tools to screen and assess applicants against the criteria for this position. This helps our recruiters identify potentially qualified candidates, but it doesn't limit the applications our recruiters may review or consider.