Customer Experience Systems & Process Coordinator, Tecovas
The hourly rate for this position is $25 - $27
Online cowboy boots retailer
Be an early applicant
Online cowboy boots retailer
501-1000 employees
Be an early applicant
The hourly rate for this position is $25 - $27
501-1000 employees
Company mission
To be the most beloved heritage western brand in the world by creating unparalleled products, experiences, and joy for everyone who crosses our path.
Role
Who you are
- 1–2 years in customer experience, support operations, systems administration, or a similar coordination role
- Hands-on experience with the back-end settings of a business tool, such as a customer relationship management (CRM) system, help desk, ticketing, ecommerce, or scheduling platform
- Strong spreadsheet skills and real comfort working with data, including filtering, pivots, lookups, and clean reporting
- Clear, organized written communication, with a habit of documenting your work as you go
- Familiarity with AI chatbots, large language model tools, or no-code automation platforms like Zapier or Make, whether from work or your own projects
- Familiarity with JSON, APIs, or basic SQL. You will not need to build integrations, but being able to read a data file or run a saved query is a plus
- Bonus points for previous experience in a direct-to-consumer, retail, or ecommerce environment
- You are organized and detail-oriented, and you catch small errors before they turn into big ones
- You have a natural curiosity about how tools work, and the follow-through to take a task all the way to done without being chased
- You can stay on top of a varied workload and keep many moving pieces from stalling
What the job involves
- Tecovas is looking for a CX Systems & Process Coordinator to keep the connected systems, AI agents, and automations behind our customer experience team accurate, current, and running the way they were designed
- Reporting directly to the Senior Manager, CX Operations, you will handle the day-to-day setup of our customer experience tools, test and monitor the AI agents that run our support workflows, and help move process improvements from testing all the way through rollout
- Handle the everyday setup and upkeep of the tools our customer experience team runs on, including users, permissions, queues, routing rules, templates, and tags
- Keep our help articles and knowledge base accurate and current, both for the team and for the AI agents that rely on them
- Test changes to systems and workflows in a safe practice environment before they go live, then confirm they work as intended once released
- Watch system health and data quality day to day, catch errors and broken connections, and fix or escalate them quickly
- Run test cases against our AI agents and automations before each release, record the results, and re-test after fixes are made
- Monitor how the AI agents perform in real time and flag wrong answers, failed handoffs, loops, and missed escalations
- Make approved updates to AI agent instructions and the content they draw from, and carefully document every change
- Support the rollout of process improvements from start to finish, including setup, testing, documentation, and follow-up
- Keep the improvement backlog organized and up to date, tracking what is proposed, in progress, and finished, and what each change delivered
- Track requests that involve other teams such as Digital, Fulfillment, Merchandising, Retail, and IT, and keep them moving
- Act as the first point of contact for outside vendor support tickets, opening them, following up, and seeing them through to a close
- Pull together weekly and monthly reports on how our systems and AI agents are performing, and surface anything that looks unusual
Our take
Cowboy boots are timeless - an icon of American fashion that has endured through the ages. But Tecovas aims to bring them into the 21st Century with an online retail model that doesn’t skimp on quality.
Its boots are traditionally made at a veteran boot factory in Léon, Mexico, with over 200 steps in the process, but Tecovas’ straight-to-consumer model allows the company to bypass middle-party retailers and knock nearly $100 off the average price points of their boots.
It’s the first company to offer this sort of model for this product, and has upended a billion-dollar industry in doing so. Its initial success has helped it to open 13 physical stores in Texas, the state with the biggest market for cowboy boots. But over 70% of Tecovas’s sales come from other states, allowing the company to essentially create new markets where other brands that only operated in brick-and-mortar stores are unable to compete.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jan 2022
$56m
SERIES C
Feb 2020
$15m
SERIES B
Total funding: $105.4m
Company benefits
- We offer insurance plans that pay 99% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents
- Paid Parental Leave
- Flexible PTO policy
- Corporate wellness program
- Generous employee discounts!
Company HQ
Bouldin Creek, Austin, TX
Leadership
Paul Hedrick
(Founder & Executive Chairman)Former Trader Assistant at Belvedere and Business Analyst at McKinsey.
Salary benchmarks
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