SiteOps Specialist

Responsibilities

• Own intake and triage for Site Ops requests via Jira, including tooling access and urgent support.
• Implement agentic workflows to autonomously resolve routine Site Ops and CX issues such as access requests and configuration changes.
• Administer and support CX tooling including Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics.
• Execute user lifecycle operations (onboarding, permissioning, offboarding) with a focus on Okta hygiene and auditable access records.
• Conduct recurring user and access audits to identify and remediate security and control gaps.
• Coordinate vendor escalations and provide real-time incident response for tooling issues impacting agents and customers.
• Partner with Engineering, IT, and Security on configuration changes, release gating, and change validation.
• Create and maintain high-quality runbooks, SOPs, and training documentation for internal teams and BPO partners.

Requirements

• 1+ year of hands-on experience administering CX platforms (e.g., Zendesk or SunCo), including workflows, queues, and automations.
• Experience supporting production-grade support environments with high availability and real-time incident response.
• Proficiency with Jira for operational intake and tracking.
• Demonstrated experience managing user lifecycle and access governance for internal or BPO populations.
• Ability to troubleshoot agent and customer-impacting issues across chat, email, messaging, and voice channels.

Preferred Qualifications

• Experience with AWS Connect or similar cloud contact center platforms.
• Experience building or implementing agentic workflows.
• Hands-on experience with Okta, identity/access automation, or basic scripting.
• Familiarity with workforce management (WFM) tools and operational reporting.
• Experience supporting high-volume, regulated, or 24/7 contact center environments.

Benefits

• Healthcare coverage.
• Internet and cell phone reimbursement.
• Learning and development stipend.
• Potential opportunities to travel to the Palo Alto HQ.

About the Company

EarnIn is a pioneer of earned wage access, building products that deliver real-time financial flexibility. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.