Customer Care Systems Lead

Job Summary

Owning the infrastructure and data that empower the support team, the full-time Customer Care Systems Lead will design and optimize technical workflows, embed AI and automation throughout the support lifecycle, and enhance both member and agent experiences.

Key Responsibilities

• Own and optimize the support tech stack, ensuring seamless data integration between Support, Engineering, and Product
• Design and maintain automated workflows, including AI-driven resolution paths to improve efficiency and member experience
• 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 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 advanced configuration
• Experience with automation platforms such as Zapier or Make
• Proficiency in SQL or data visualization tools for auditing system performance