Systems Administrator – Customer Success Platforms

Company Description

Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.

Overview

We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.

Let’s make.

Job Description

The Systems Administrator – Customer Success Platforms will serve as the primary expert and manager for our customer success software, Zendesk and Zoom. This role is focused on the ongoing development, customization, and administration of the platform to support the needs of our customer technologies team. The ideal candidate will have extensive experience in software administration for Zendesk, Zoom, Salesforce or similar customer success platforms.. Experience working with enterprise-level organizations and large customer success teams is highly desirable

Key Responsibilities:

• Platform Management and Optimization: Serve as the primary administrator for Zendesk, Zoom, and other customer success tools. This includes configuring user permissions, managing workflows, and ensuring system reliability.
• Customization and Development: Tailor the platforms to align with Cricut’s customer success strategies, creating automations, custom workflows, and integrating additional systems like Salesforce and Slack.
• Support and Training: Provide ongoing support to the customer success team, including troubleshooting issues, developing training materials, and conducting user workshops to ensure efficient use of the platforms.
• Data Reporting and Insights: Leverage, manage and enhance dashboards to monitor system performance and customer service metrics. Use data-driven insights to suggest improvements and enhance the customer experience.
• System Integration and Automation: If-needed, liaise with IT, vendors and development teams to integrate customer success platforms with other internal systems, ensuring a seamless experience across various touchpoints.
• Vendor and Stakeholder Interaction: Coordinate with platform vendors for issue resolution and feature requests, and liaise with internal stakeholders to ensure systems are meeting operational needs.
• Security and Compliance: Maintain compliance with internal and external security and privacy regulations (such as GDPR and CCPA), and ensure systems and data are used securely and within guidelines.

Qualifications

• NO REMOTE POSITIONS AVAILABLE
• HYBRID Schedule: willing & able to adhere to our hybrid work policy of in-office Tues, Wed & Thurs each week.
• ON-CALL: Recognize that with trainings as well as custoemr or job-demands, you may be needed to work onsite all 5 days a week at times. You may also need to occasionally work off-hours or be on-call. 
• 3-5 years of experience in system administration of customer success platforms (e.g., Zendesk, Zoom, or Salesforce Service Cloud).
• Proven experience customizing and optimizing customer support platforms to enhance user efficiency and customer satisfaction.
• Familiarity with integrating systems and tools to work together such as APIs or automated integration tools or project-managing integration development.
• Experience in supporting enterprise-level customer success operations, particularly in large organizations.
• Strong analytical skills and proficiency in using reporting tools to generate actionable insights from customer support data.
• Excellent communication skills, with the ability to collaborate with both technical and