About the role

What you’ll do

• Design customer service policies, journeys, and tools that help agents resolve issues effectively
• Lead service recovery and integration of customer feedback
• Drive AI use in customer service, including conversational AI, agent assist, and AI-based contact tagging
• Collaborate with Operations, Product, and Engineering to improve customer experience
• Reduce repeat contacts and improve overall customer experience

What you’ll need

• 7+ years in e-commerce, delivery, or high-frequency consumer business, including 3+ years in customer service, CX operations, service design, or customer-adjacent roles
• Bachelor's degree in Engineering, STEM, Business, Operations, or Design, or equivalent experience
• Proven ability to redesign policies and customer journeys that reduce repeat contacts
• Experience designing service policies for different customer segments, including corporate or business accounts
• Experience writing product requirements and working with product and engineering teams
• Hands-on experience implementing AI in customer service and with CRM/ticketing platforms such as Salesforce Service Cloud or Zendesk

Original job description