Customer Care Systems Lead

Job Summary

Owning the infrastructure and data for support operations, the full-time Customer Care Systems Lead will design and implement AI-driven workflows and automations to enhance the member and agent experience while optimizing the support tech stack.

Key Responsibilities

• Own and optimize the support tech stack, ensuring seamless integration and reliable data flow between teams
• Design and maintain automated workflows, leveraging AI to improve resolution paths and member interactions
• Map customer journeys to identify bottlenecks and create workflows that enable autonomous system actions

Required Qualifications

• 5+ years in a technical product management or systems-focused role within a customer support environment
• Hands-on experience deploying AI technologies in production, including LLM integrations and conversational AI
• 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