Customer Care Systems Lead

Job Summary

Owning the infrastructure and automation for customer support, the full-time Customer Care Systems Lead will design and implement AI-driven workflows and optimize the tech stack to enhance the member and agent experience.

Key Responsibilities

• Own and optimize the support tech stack, ensuring seamless data integration across teams
• Design and maintain automated workflows, including AI-driven resolution paths for common queries
• Map the customer journey to identify friction points and build autonomous workflows for efficient issue resolution

Required Qualifications

• 5+ years in a technical product management or systems-focused role, preferably in customer support
• Hands-on experience deploying AI technologies, including LLM integrations and conversational AI
• Expertise in at least one major CRM or CS platform, such as Zendesk or Salesforce Service Cloud
• Experience with automation platforms like Zapier or Make
• Proficiency in SQL or data visualization tools for performance auditing