Digital Experience Lead – CX
Posted 7 days ago
You'll complete your application on Who Gives A Crap's career site.
About the Role
This role is part of a mission-oriented enterprise focused on environmental preservation and social welfare. The company channels half of its earnings into global sanitation and clean water projects, while producing sustainable home goods such as bamboo-based paper products. You will function as the Digital Experience Lead for Customer Experience, tasked with managing the technical infrastructure of the support department. You will work alongside a purpose-driven staff to improve service efficiency through modern automation, helping to advance the organization's broader sustainability objectives.
Requirements
- Demonstrated background in leading teams and the capacity to make autonomous, logic-based decisions.
- Extensive knowledge of the current technology market and the skill to assess tools without performing software development.
- Expertise in using CX software like Zendesk, Sprout, Kodif, or Zapier.
- Ability to confidently integrate AI into routine tasks and apply AI-driven methods to enhance automation and customer support processes.
- Authentic enthusiasm for working with an organization driven by a specific purpose and a dedication to fostering positive environmental and social results.
Responsibilities
- Take end-to-end responsibility for the technology roadmap and stack for the Customer Experience department, covering platforms such as Zendesk, Zapier, and Sprout.
- Review current software to determine which items to keep, replace, or merge, while creating a one-year plan for AI and automation initiatives.
- Direct the creation of workflows driven by artificial intelligence and coordinate with Digital Product and IT departments to deploy these solutions.
- Assess software renewals to identify and suggest more budget-friendly options.
- Manage and mentor one direct report.
- Work with the Insights and Analytics division to restructure the classification of issues within Zendesk.
- Handle cross-departmental hurdles to ensure high standards of technical operations.
Benefits & Perks
- Comprehensive medical coverage support.
- Ample paid time off.
- Customized paths for professional growth and training.
- Salaries that are benchmarked against current market trends.
- Complimentary supply of toilet paper for employees.
- The opportunity to perform mission-driven work within a certified B Corp environment focused on significant social and ecological improvements.
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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