Description
We are looking for a CX Technology Lead to own the technology used by our Customer Experience team. You will hold the roadmap for a stack of CX tools, including Zendesk, Zapier, Sprout, and others, and make decisions on what stays, what goes, and what gets replaced.
Responsibilities include:
- Leading the build-out of automations and AI-powered workflows to reduce busywork for the CX team
- Partnering with IT and Digital Product to implement new tools
- Growing and leading a direct report
- Reviewing and optimizing the CX tech stack
- Working with the Analytics & Insights team to redesign issue-type taxonomy
- Sketching out a 12-month roadmap of automation and AI experiments
Requirements:
- Experience leading a team and making technology decisions
- Fluency in technology, without needing to write code
- Comfort using AI tools and understanding their practical applications
- Ability to lead without being told how
Benefits include:
- Competitive, market-informed salary
- Meaningful support towards healthcare for team members around the world
- Generous paid leave
- Tailored learning and development opportunities
- Free toilet paper