Customer Care System Lead US

🔒 Confidential Employer
Posted 7 May 2026
LOCATION
London
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£140,000 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Zendesk AI Integration LLM RAG Pipelines SQL Python Automation Platforms (Zapier/Make) Data Visualization (Looker/Tableau)

FULL DESCRIPTION

Customer Care System Lead US

[Employer hidden — sign up to reveal] is redefining what prevention means. We are hiring a Customer Care System Lead to own the infrastructure, data, and logic for our support team. This role reports to the Director of Customer Support & Hospitality.

Key Responsibilities

  • Systems Architecture: Own and optimise the support tech stack – including platforms such as Zendesk. Ensure data flows between Support, Engineering, and Product.
  • Automation & AI Logic: Design and maintain automated workflows and AI-driven resolution paths (RAG-based bots) to deflect common queries.
  • Process & Agentic Engineering: Map the end-to-end customer journey, build agentic workflows for autonomous actions via API.
  • Data & Insights: Own reporting suite, track KPIs (CSAT, NPS, FRT, Resolution Time) and use metrics to guide investments.
  • Knowledge Management: Maintain internal/external knowledge bases for dual consumption by humans and automated systems.

Technical Background

  • 5+ years in technical product management or systems-focused role, ideally in customer support.
  • Hands-on experience deploying AI in production: LLM integrations, RAG pipelines, NLP classification, conversational AI.
  • Deep expertise with CRM/CS platforms (Zendesk, Salesforce Service Cloud, Intercom) including API customisation and workflow automation.
  • Experience with automation platforms like Zapier or Make.
  • Proficiency in SQL or data visualisation tools (Looker, Tableau, Metabase).
  • Comfort with at least one scripting/programming language (Python preferred).

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] uses a simplified internal title framework. We are committed to inclusive hiring. Compensation range: $126K – $140K plus equity.

Location & Work Type

London; New York – Hybrid – Full-time

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