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CS Transformation & Automation Lead
Full-time
As the CS Transformation & Automation Lead, you will own the end-to-end transformation of Customer Support operations, leveraging automation, AI, and system design to materially reduce cost-to-serve and scale support efficiently. Working at the intersection of Customer Support, Product, and Engineering, you'll drive automation, AI adoption (bots, copilots), and CRM optimization to eliminate manual work and unlock agent productivity. Success means lower Average Handle Time, higher automation and self-service rates, and fewer manual workflows across critical support journeys.
What You Will Do
Define the automation roadmap, prioritizing initiatives that reduce cost-to-serve and improve customer experience
Redesign support journeys, identifying friction points and implementing scalable, data-driven solutions
Build operational logic — routing, decision trees, and AI-driven workflows across CRM and voice channels
Partner with Product and Engineering to translate operational needs into scalable technical solutions
Own cross-team prioritization and lead smooth rollouts, including BPO readiness
Optimize CX tools (e.g., Zendesk) to drive automation, efficiency, and agent productivity
What We're Looking For
Background in BizOps, Product Ops, or CX Strategy in high-volume environments (Marketplace, E-commerce, SaaS)
Experience working closely with Product and Engineering teams
Hands-on CRM experience with tools like Zendesk, Salesforce, or Kustomer
Strong understanding of systems, integrations, and AI/LLM applications (no coding required)
Ability to build business cases and measure impact with Looker, Amplitude, or Tableau (SQL a plus)
Experience in process mapping and BPO or large-scale operations, with strong stakeholder management
Spanish (fluent/native) and English (advanced)
