CS Transformation & Automation Lead
Core
Lead end-to-end transformation of Customer Support operations using automation, AI, and system design to reduce Cost-to-Serve and scale support efficiently.
Role type
Senior Customer Support Transformation & Automation Lead
Builds
Scalable support journeys, AI-driven workflows, and optimized CRM systems for a multi-country marketplace.
Domain
E-commerce / Marketplace / Customer Experience
Deliverable
production ML models | product features
Required skills
BizOps or CX Strategy experience, CRM tool expertise (Zendesk/Salesforce/Kustomer), AI/LLM application understanding, process mapping, data analysis (Looker/Amplitude/Tableau), cross-functional execution
Preferred skills
SQL, BPO experience, stakeholder management
Technologies
Zendesk, Salesforce, Kustomer, Looker, Amplitude, Tableau, AI/LLM
Responsibilities
Define automation roadmap to reduce Cost-to-Serve, redesign support journeys to eliminate friction, build operational logic for routing and decision trees, partner with Product & Engineering to translate needs into technical solutions, drive alignment and execution of cross-team initiatives, optimize CX tools for agent productivity
Seniority
Senior, hands-on IC
