CX Systems & Process Coordinator

TecovasAustin, TXCustomer Experience

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Opens the official Tecovas careers page

Salary

$25 - $27 USD per hour

Job type

Full-time

Posted

15 Sept 2026

Status

Open · checked 7d ago

About this role

Tecovas is seeking a full-time CX Systems & Process Coordinator to manage support tools, AI agents, and workflows at its Austin, Texas office. This on-site role suits detail-oriented professionals with a background in customer support operations who enjoy maintaining systems and data quality.

Role Overview

The CX Systems & Process Coordinator handles the day-to-day configuration of customer experience software and monitors the AI agents running support workflows. Reporting to the Senior Manager of CX Operations, this Austin-based position requires the candidate to work on-site, managing user permissions, troubleshooting system connections, and coordinating process improvements from testing through full rollout.

Key Responsibilities

Maintain the everyday setup of customer experience tools, including user accounts, permission settings, routing rules, queues, tags, and templates.

Ensure the help articles and knowledge base remain updated and accurate for both internal team members and connected AI agents.

Test system updates and workflow adjustments in a safe environment prior to live deployment.

Monitor system data quality and health daily, quickly fixing or escalating any connection errors.

Conduct test cases for AI agents and automations before releases, recording results and re-testing after corrections.

Track real-time AI agent performance to flag incorrect responses, failed handoffs, loops, and missed escalations.

Implement approved updates to AI agent instructions and source content while thoroughly documenting all changes.

Manage the improvement backlog, tracking proposed, ongoing, and completed process enhancements and their outcomes.

Coordinate cross-functional requests involving Digital, Fulfillment, Merchandising, Retail, and IT teams.

Serve as the main point of contact for external vendor support tickets from creation to resolution.

Compile weekly and monthly reports detailing system and AI agent performance.

Requirements

Possess one to two years of experience in support operations, customer experience, systems administration, or a related coordination capacity.

Bring practical back-end experience managing business software settings, such as a CRM, ticketing help desk, ecommerce, or scheduling platform.

Demonstrate strong spreadsheet abilities, including lookups, data filtering, pivots, and clean reporting.

Exhibit clear and organized written communication skills with consistent habits of documenting ongoing work.

Nice to Have

Familiarity with large language model tools, AI chatbots, or no-code automation platforms like Make or Zapier.

Working knowledge of basic SQL, APIs, or JSON.

Prior direct-to-consumer, retail, or ecommerce work experience.

Skills and Tools

CRM and ticketing help desk platforms

Spreadsheets (filtering, pivots, lookups, reporting)

No-code automation platforms and AI chatbots

Basic SQL, JSON, and APIs

Salary and Benefits

Hourly rate of $25 to $27, determined by individual qualifications, skills, and experience.

Comprehensive insurance coverage paying 79% to 90% of health premiums.

100% employer-paid dental and vision insurance coverage for families and dependents.

Generous employee discounts on company products.

About the Company

Founded in 2015 as the first digitally native Western brand, Tecovas handcrafts Western footwear, apparel, workwear, and accessories. Based in Austin, Texas, the company brings traditional Western style to modern consumers through its website, nationwide retail stores, and select wholesale partners.

How to Apply

Interested candidates should visit the official Tecovas careers page to submit an application for this position.

Skills and tech stack

SQL

Questions candidates ask

Where is the CX Systems & Process Coordinator position located?

This position is required to be based in Austin, Texas. Candidates must either currently live in Austin or be willing to relocate there.

What is the hourly pay rate for this role?

The hourly rate ranges from $25 to $27, depending on the candidate's experience, qualifications, and skills.

What level of experience is required?

The role requires one to two years of experience in customer experience, support operations, systems administration, or a similar coordination role.

What benefits are included with this position?

Tecovas offers health insurance plans that cover 79-90% of premiums, 100% coverage for dental and vision insurance for families and dependents, and generous employee discounts.

What technical skills are helpful for this job?

Helpful skills include spreadsheet proficiency with pivots and lookups, back-end configuration of business tools, familiarity with AI chatbots or no-code automation, and basic knowledge of SQL, APIs, or JSON.

Ready to apply?

The application is on the official Tecovas careers page.

Apply on company site