[Remote] System Support Administrator

Note: The job is a remote job and is open to candidates in USA. The Cake is seeking a Support Systems Administrator to manage and optimize their CX platforms. The role involves collaborating with support, engineering, and analytics teams to ensure smooth operations across tools like Zendesk and Amazon Connect while driving process improvements. Responsibilities • Manage third-party CX tools such as Zendesk, Amazon Connect, and custom scripts • Own maintenance, upgrades, incident response, user/data management, and platform customization • Partner with Ops and Self-Support teams to translate business needs into technical solutions • Spot workflow inefficiencies and implement creative improvements • Write documentation and operational playbooks • Maintain community and monitoring platforms (Khoros Care, Catchpoint) • Develop and update scripts to automate repetitive tasks Skills • Strong hands-on experience with Zendesk (preferred), Salesforce Service Cloud, Freshdesk, Intercom, or Kustomer • Skilled in configuring, maintaining, and improving CX platforms • Comfortable troubleshooting and resolving user/agent issues quickly • Solid reporting and data analysis skills (spotting trends, pulling reports) • Proven ability to document processes, roll out updates, and maintain system security best practices • Ability to collaborate effectively across CX, IT, and product teams • Have scripting skills (Python, JavaScript, or API integrations) • Bring vendor management experience (licenses, renewals, vendor relations) • Enjoy running trainings and writing simple how-tos for end users • Understand omnichannel support (chatbots, SMS, social, voice) • Can implement proactive QA processes to minimize customer issues • Hold admin certifications (e.g., Zendesk Admin, Salesforce Certified Admin) Company Overview • The Cake is a boutique creative staffing provider that connects the right talent with the right organizations. It was founded in 2021, and is headquartered in Oakland, CA, US, with a workforce of 2-10 employees. Its website is http://thecake.com/. Company H1B Sponsorship • The Cake has a track record of offering H1B sponsorships, with 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.