SiteOps Specialist

POSITION SUMMARY

The Site Operations team at EarnIn ensures seamless operational efficiency, reliability, and user lifecycle management across Customer Care systems and adjacent tooling through automation, proactive support, and structured processes. As a SiteOps Specialist, you’ll sit at the intersection of CX Operations, IT, Security, and Engineering, administering key platforms, driving intake and incident workflows, and maintaining audit/compliance rigor that keeps our tools secure and our teams productive.

This position will be hybrid (2 days per week) based in our Mexico City office, as part of our expanding site locations. EarnIn provides excellent employee benefits, including healthcare, internet/cell phone reimbursement, a learning and development stipend, and potential opportunities to travel to our Palo Alto HQ. Our salary ranges are determined by role, level, and location. We are unable to provide visa sponsorship or immigration support for this position.

WHAT YOU'LL DO

• Intake & triage. Own intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; coordinate with on-call as needed and ensure clear handoffs.
• Implement agentic workflows. Implement end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues (e.g., access requests, tooling fixes, standard configuration changes). Automate repetitive decision steps, surface runbooks and approvals, and provide auditable actions/rollback paths to reduce escalations and MTTR.
• Tooling administration. Administer and support CX tooling and related applications (including Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics) with clear, well-documented procedures and safe configuration practices.
• User lifecycle & Okta hygiene. Execute BPO and internal lifecycle operations (onboarding, permissioning, offboarding) with strong Okta hygiene; maintain source-of-truth rosters and access records and ensure changes are auditable.
• Audits & remediation. Run recurring user/access audits across Site Ops–administered tools, document findings, and close the loop with stakeholders and Security to remediate access and control gaps.
• Vendor escalations & incident support. Coordinate vendor escalations end-to-end: capture context, perform initial troubleshooting, open/track external tickets, and implement fixes or workarounds with partners. Support real-time incident response for agent- and customer-impacting tooling issues.
• Cross-functional change coordination. Partner with Engineering, IT, and Security on configuration changes, release gating, and change validation; contribute implementation, rollback, and runbook steps for operational changes.
• Documentation & enablement. Create and maintain high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; drive adoption and ensure documentation stays current.
• Operational health & telemetry. Monitor operational health signals across owned tools; proactively address reliability, access, and performance issues affecting agents or customers and escalate via defined incident paths. Use telemetry to identify trends and measure improvements.

WHAT WE'RE LOOKING FOR

• 1+ year of hands-on experience administering CX platforms (e.g., Zendesk/SunCo): workflows, queues, routing, triggers/automations, and integrations.
• Experience supporting production-grade support environments with high availability and real-time incident response expectations.
• Proficiency with operational intake and tracking in Jira; comfortable collaborating across IT, CX, Engineering, and Security.
• Demonstrated ownership of user lifecycle and access governance for internal or BPO populations; strong documentation habits (runbooks/workflows/playbooks).
• Ability to troubleshoot agent/customer-impacting issues across chat, email, messaging, and voice channels in real time.
• Experience with AWS Connect or similar cloud contact center platforms is a plus.
• Experience building/implementing agentic workflows is a plus.
• Familiarity with learning and workforce platforms used in support orgs (e.g., training and WFM tools) and with operational reporting across systems is a plus.
• Experience supporting high-volume, regulated, or 24/7 contact center environments is a plus
• Hands-on experience with Okta or identity/access automation (Okta Workflows, SCIM provisioning, etc.) and basic scripting/automation is a plus.

#LI-Remote #LI-Hybrid