Customer Care Systems Lead 3075884 I.Html
Job Description
Owning the infrastructure and data that empower the support team, the full-time Customer Care Systems Lead will optimize the support tech stack, design automated workflows, and leverage AI to enhance the member and agent experience.
##### 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 support efficiency
Map the customer journey to identify and address friction points, building autonomous systems for meaningful actions
##### Required Qualifications
5+ years in a technical product management or systems-focused role within a customer support environment
Proven 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 auditing performance and productivity
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