Customer Care Systems Lead

Job Summary

Owning the infrastructure and data for customer support, the full-time Customer Care Systems Lead will optimize technical workflows, embed AI and automation, and enhance the support experience while reporting directly to the Director of Customer Support & Hospitality.

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 member experience
• Map the customer journey to identify and eliminate friction, building autonomous workflows for operational efficiency

Required Qualifications

• 5+ years in a technical product management or systems-focused role within customer support or complex operations
• Hands-on 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 performance auditing and insights