CRM Administrator

Summary

Join Libertex Group as a CRM Administrator to optimize CRM systems, manage chatbot workflows, and leverage AI tools to enhance customer engagement. You will manage and configure CRM systems (Intercom, Freshdesk), build and maintain chatbot flows, monitor bot performance, and set up automation. Responsibilities include integrating AI tools, creating self-service tools, managing user segmentation, and coordinating communication journeys. Collaboration with cross-functional teams and reporting on performance are key. The ideal candidate possesses 2-4 years of CRM administration experience, hands-on experience with AI tools and chatbots, and a solid understanding of user lifecycle flows. Excellent communication and problem-solving skills are essential.

Requirements

• Knowledge of Russian, English (B2)
• 2–4 years of experience in CRM administration, ideally with Intercom or similar platforms (e.g., Zendesk, Freshdesk)
• Hands-on experience with AI tools, chatbots, or virtual assistants in a customer service context
• Solid understanding of user lifecycle flows, segmentation, and automation in trading, fintech, or finance environments
• Basic knowledge of APIs, integrations, and CRM system architecture
• Strong analytical and problem-solving skills, with the ability to manage projects effectively
• Excellent communication and collaboration abilities

Responsibilities

• Manage and configure CRM systems (Intercom, Freshdesk) to support customer communication workflows
• Build and maintain chatbot flows (FAQs, routing, lead qualification, onboarding, retention)
• Monitor and optimize bot performance based on user behaviour and feedback
• Set up message triggers, custom bots, and proactive support automation
• Support AI tool integration (e.g., sentiment analysis, resolution bots, predictive engagement)
• Create self-service tools to reduce response times and support load
• Manage user segmentation, tagging, and lifecycle flows in Intercom
• Coordinate communication journeys for onboarding, retention, and upsell
• Ensure proper CRM data sync with external platforms (e.g., trading platforms, Salesforce)
• Collaborate with teams across customer service, product, and marketing
• Provide regular reports on chatbot performance, user satisfaction, and CRM efficiency
• Contribute to ongoing CRM strategy reviews and suggest improvements

Benefits

• Work in a pleasant and enjoyable environment near the Montenegrin sea or mountains
• Quarterly bonuses based on Company performance
• Generous relocation package for the employee and their immediate family/partner
• Medical Insurance Plan with coverage for the employee and their immediate family from day one
• 24 working days of annual leave
• Yearly reimbursement of travel expenses for the employee and family's flight home
• Corporate events and team building activities
• Udemy Business unlimited membership & language training courses
• Professional and personal development opportunities in a fast-growing environment