Customer service CRM Automation & Implementation Specialist

Who We Are
Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients. We support fast-growing e-commerce brands by helping them scale efficiently through high-quality back-office, order management, and customer support services.

Who Were Looking For
CatalyzeX is hiring a Customer service CRM Automation & Implementation Specialist to support the onboarding and technical configuration of client support platforms. This role focuses on auditing CRM setups, optimizing workflows, and enhancing automations using tools like Gorgias, Zendesk, or Intercom. You'll work closely with both internal teams and clients to ensure accounts are built with efficiency, AI tools function effectively, and support experiences are scalable and consistent.

This is a great fit for someone who thrives at the intersection of systems thinking, automation, and client enablement.

What You'll Do

• Audit onboarding processes and configurations to ensure accounts are fully and correctly set up
• Review, test, and enhance automation tools including AI agents, macros, triggers, and ticket-routing workflows
• Troubleshoot setup issues, identify gaps in automation logic, and implement improvements
• Collaborate with clients and internal stakeholders to roll out updates and new solutions
• Maintain detailed documentation of setup procedures, system configurations, and automation standards
• Monitor performance metrics of automations and AI functionality, recommending iterative improvements
• Provide training or reference materials to support teams and agents on how to use automation tools effectively

What You Bring

• Experience in SaaS implementation, automation setup, or technical onboarding, preferably using Gorgias or similar CRM platforms
• Strong working knowledge of AI agents, customer support automations, macros, triggers, and workflow logic
• Analytical thinker with problem-solving skills to troubleshoot configuration issues
• Clear and confident communication skills, especially when explaining technical concepts to non-technical users
• Detail-oriented with strong documentation and organizational habits
• Able to work independently and manage multiple configuration or onboarding projects in parallel
• (Bonus) Familiarity with tools like Zapier, Klaviyo, or Shopify integrations

Tools You Might Use

• CRMs: Gorgias, Zendesk, Intercom, Freshdesk
• Automation & Integrations: AI Agents, Macros, Triggers, Zapier, Klaviyo
• Documentation & Training: Notion, Google Docs, Loom, Slack

Technical Requirements

• High-speed internet (minimum 20 Mbps or fiber connection)
• Noise-cancelling headset
• Reliable computer system
• Power and internet backup

Rates and Expectations

• Full-time Contract Role
• Rate: $6 - $7
• Work Schedule: To be determined (typically U.S. business hours EST or PST)

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.