Customer Care Systems Lead

Job Summary

Owning the infrastructure and data for the support team, the full-time Customer Care Systems Lead will design and implement AI-driven workflows, optimize the support tech stack, and enhance the overall customer experience while working closely with the Director of Customer Support & Hospitality.

Key Responsibilities

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

Required Qualifications

• 5+ years in a technical product management or systems-focused role, preferably in customer support
• Proven experience deploying AI in production environments, 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 performance auditing