Customer Care Systems Lead

Job Summary

Owning the infrastructure and data for customer support, the full-time Customer Care Systems Lead will manage the support tech stack, design AI-driven workflows, and enhance operational efficiency through automation and data insights.

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 to enhance member experience
• Map customer journeys to identify bottlenecks and build workflows that enable autonomous system actions

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
• 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