Customer Care System Lead

Job Summary

Owning the infrastructure and data that empower the support team, the full-time Customer Care System Lead will manage the optimization of the support tech stack, design automated workflows, and enhance the customer journey through innovative AI solutions.

Key Responsibilities

• Own and optimize the support tech stack, ensuring seamless integration of tools and reliable data flow
• Design and maintain automated workflows across the support lifecycle, leveraging AI-driven resolution paths
• Map the customer journey to identify friction points and build agentic workflows for autonomous system actions

Required Qualifications

• 5+ years in a technical product management or systems-focused role within a customer support environment
• Proven experience deploying AI in production, including LLM integrations and conversational AI
• Deep 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 auditing system performance