CX Technology Lead

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take charge of the Customer Experience technology roadmap.

• Oversee the CX technology stack, which includes Zendesk, Zapier, Sprout, and additional tools.

• Determine which tools should be retained, replaced, consolidated, or eliminated.

• Guide the creation of automations and AI-enhanced workflows.

• Minimize manual tasks for the Customer Experience team.

• Collaborate with IT and Digital Product teams to effectively implement new tools.

• Lead and mentor one direct report.

• Review and enhance CX technology processes as the company grows.

• Assess tool redundancy and suggest consolidation strategies.

• Partner with Analytics & Insights to revamp the Zendesk issue-type taxonomy.

• Create a 12-month plan for automation and AI initiatives.

• Evaluate vendor renewals and recommend cost-effective solutions.

• Mentor a direct report through cross-functional challenges with IT.

⛳️ Requirements

• Previous experience in a leadership role.

• Capability to make independent recommendations and decisions backed by rationale.

• Strong grasp of technology without the necessity of coding.

• Ability to assess CX tools, compare options, and choose suitable technology.

• Hands-on familiarity with Zendesk, Sprout, Zapier, Kodif, or comparable CX platforms is advantageous.

• Comfortable and self-assured in daily use of AI tools.

• Ability to apply AI effectively to automations and customer-facing workflows.

• Dedication to purpose-driven work with a social and environmental impact.

🏝️ Benefits

• Competitive, market-aligned salaries.

• Significant support for healthcare for the global team.

• Generous paid time off.

• Customized learning and development opportunities.

• Complimentary toilet paper.

• Opportunity to work at a certified B Corp with high social and environmental impact standards.