CX Technology Lead
Posted 5 days ago
You'll complete your application on Who Gives A Crap's career site.
About the Role
This purpose-driven organization operates as a certified B Corp, prioritizing environmental sustainability by producing eco-friendly household goods like bamboo tissues, paper towels, and toilet paper. Half of all profits are directed toward sanitation and clean water projects worldwide. The Customer Experience Technology Lead serves as the primary architect for the company’s support infrastructure. You will manage the current technology ecosystem—including Sprout, Zapier, and Zendesk—while driving operational efficiency through the adoption of AI and automation. This role involves leading a direct report and collaborating closely with Digital Product and IT teams to ensure the company's technical foundation scales effectively.
Requirements
- Demonstrate a background in a leadership role with the ability to offer data-backed recommendations independently.
- Possess a strong grasp of technical concepts and tool evaluation, even without a formal background in software engineering.
- Display practical experience with platforms such as Kodif, Zapier, Sprout, or Zendesk.
- Show confidence in utilizing AI tools to enhance customer service automations and workflows.
- Share a genuine passion for environmentally conscious, purpose-driven professional work.
Responsibilities
- Take ownership of the full customer experience tech stack by selecting, consolidating, or replacing tools as needed.
- Draft and carry out a one-year strategic plan focused on AI initiatives and process automation.
- Work with the Insights and Analytics team to restructure the Zendesk taxonomy while collaborating with IT on technical deployments.
- Analyze operational workflows to support business growth and evaluate vendor contracts to identify cost-saving opportunities.
- Mentor and supervise one direct report, assisting them with their professional development and cross-departmental coordination with IT.
Benefits & Perks
- Receive a competitive salary based on market data.
- Access comprehensive global healthcare support.
- Benefit from generous paid time off policies.
- Participate in professional development and training programs.
- Enjoy complimentary toilet paper products.
- Join an organization committed to rigorous B Corp social and environmental standards.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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