🛠 Tech Stack

💼 About This Role

You'll own the infrastructure, data, and logic that empower our support team to scale intelligently, reducing friction for members and agents by building seamless technical workflows and embedding AI and automation throughout the support lifecycle. You'll continuously identify opportunities to apply emerging technologies, turning operational data into actionable insights and designing agentic systems that take action. You'll report directly to the Director of Customer Support & Hospitality.

🎯 What You'll Do

• Own and optimize the support tech stack including Zendesk.
• Design and maintain automated workflows across the support lifecycle.
• Map end-to-end customer journey to identify friction and bottlenecks.
• Own the reporting suite and track KPIs including CSAT and NPS.

📋 Requirements

• 5+ years in a technical product management or systems-focused role.
• Proven hands-on experience deploying AI in production (LLM integrations, RAG pipelines, etc.).
• Deep expertise with a major CRM or CS platform (Zendesk, Salesforce Service Cloud, or similar).
• Proficiency in SQL or data visualization tools (e.g., Looker, Tableau, Metabase).

✨ Nice to Have

• Experience with automation platforms such as Zapier or Make.
• Comfort with at least one scripting language (Python preferred).

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Application and structured screening· 30 min
2. 2Thoughtfully designed interviews· 2 hours
3. 3Formal offer and pre-employment checks· 1 week