Customer Care Systems Lead

Job Summary

To enhance the customer support experience, the full-time Customer Care Systems Lead will manage the support tech stack, design automated workflows, and leverage AI to streamline operations while reporting directly to the Director of Customer Support & Hospitality.

Key Responsibilities

• Own and optimize the support tech stack, ensuring seamless data integration across teams
• Design and maintain automated workflows and AI-driven resolution paths to improve efficiency
• Map the customer journey to identify and eliminate friction points, enhancing agent workflows

Required Qualifications

• 5+ years in a technical product management or systems-focused role within customer support
• 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 like Zapier or Make
• Proficiency in SQL or data visualization tools for performance auditing