Customer Care System Lead

Job Summary

Owning the infrastructure and data for customer support, the full-time Customer Care System Lead will manage the support tech stack, design automated workflows, and enhance the overall support experience through AI and automation while collaborating closely with the Director of Customer Support & Hospitality.

Key Responsibilities

• Own and optimize the support tech stack, ensuring seamless integration and reliable data flow across teams
• Design and maintain automated workflows, including AI-driven resolution paths to enhance member experience
• Map the customer journey to identify and eliminate friction points, building workflows that enable autonomous system actions

Required Qualifications

• 5+ years in a technical product management or systems-focused role within customer support or complex operations
• Hands-on experience deploying AI technologies in production environments
• Expertise with major CRM or CS platforms, including API customization and workflow automation
• Experience with automation platforms like Zapier or Make
• Proficiency in SQL or data visualization tools for performance auditing