Customer Care Systems Lead

Job Summary

Owning the infrastructure and data that empower the support team, the full-time Customer Care Systems Lead will optimize the support tech stack, design automated workflows, and leverage AI to enhance the member and agent experience.

Key Responsibilities

• Own and optimize the support tech stack, ensuring seamless integration and reliable data flow between teams
• Design and maintain automated workflows, including AI-driven resolution paths to enhance support efficiency
• Map the customer journey to identify and address friction points, building autonomous systems for meaningful 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 such as Zapier or Make
• Proficiency in SQL or data visualization tools for auditing performance and productivity