At Wave, we help small businesses to thrive so the heart of our communities beats stronger. We work in an environment buzzing with creative energy and inspiration. No matter where you are or how you get the job done, you have what you need to be successful and connected. The mark of true success at Wave is the ability to be bold, learn quickly and share your knowledge generously.
About The Role:
The Senior Platforms and Automations Technologist is responsible for developing, maintaining and optimizing the Customer Success technology stack to support the effective delivery of customer success processes and experiences. This role serves as a subject-matter expert and collaborates cross-functionally within Wave to develop, implement, and manage customer-focused solutions using third-party systems.
In addition, this role is responsible for overseeing the risk management and performance of our AI chatbot. This includes ensuring adherence to our compliance, security standards and regulatory requirements while safeguarding customer data and maintaining high-quality customer interactions.
The Senior Platforms and Automations technologist plays a critical role in scaling technology capabilities by driving automation, improving bot experiences, and implementing continuous feedback loops with the Product, Knowledge and Content teams. Through these efforts, the role helps identify opportunities for innovation and continuously enhances the overall customer experience.
Cross-Collaboration: Serve as the primary platform relationship contact, resolving operational issues, providing insights to leadership, and driving process improvements. This includes coaching on AI chatbot content, identifying gaps through analytics, and monitoring and developing platform performance KPIs.
Partner with Product Managers, Content, Compliance, Marketing, and other cross-functional teams to align systems with product changes, customer needs, and business goals. Collaborate closely with Customer Support and Product teams to improve agent and customer experiences.
Proactively identify innovative opportunities to improve common issues and implement solutions directly or collaborate with product managers and training and knowledge lead to execute.
Compliance and data protection within tooling: Ensuring Platforms are compliant with customer responses, customer data is protected, and specifically, our AI ChatBot is trained to apply these principles.
Customer-facing tooling configuration: Serve as a subject matter expert for all customer-facing tools, including Zendesk and the AI chatbot platform (Ada). This involves optimizing workflows, managing system configurations, troubleshooting technical issues, and developing comprehensive reporting to effectively link AI performance, customer experience metrics, and overall business impact. Ensure the AI Agent is automatically resolving the most customer inquiries to the best ability.
Proficiency working with technical integrations: Ensure optimization of technical integrations (APIs, webhooks, etc.) to retrieve data required to enhance the customer experience across both chatbot and live support. Design and iterate AI playbooks, prompts, and multi-turn conversation flows in AI agent
Project management: Plan and executes projects and propose solutions to address gaps that contribute to long-term CS strategic objectives (e.g. live chat roll-out, routing, AI bot, etc.), including leading operations for Wave’s generative AI support agent (Ada-powered), acting as the primary architect for automation, performance optimization, and working with Leadership on long-term CX scalability plans.
Data-focused mindset: Works closely with Data, Product + Eng to determine all customer data relevant to CS processes and needs, ensures this data is syncing to CS platforms, and supports advanced technical customer success initiatives, including complex systems integrations and the identification, implementation and monitoring of data improvement opportunities with leadership.
Market research and evaluation of alternative/additional technical solutions: Regular evaluation of competitor CS solutions products (alternatives to Zendesk, Ada, WFM tools) to determine CS has the best tools for their needs, as well as market research of additional tools to enhance agent productivity and/or customer support; partner with leadership to advise on technical system planning, capabilities, and future system architecture needs.
Reporting: Own metrics reporting within the Support systems, understand levers to pull to optimize against company goals and work directly with the Data & Analytics team to develop reporting pipelines & ensure proper data is recorded in the database, allowing for a more personalized automated experience. Review customer analytics through reports and dashboards, and audit transactions to identify optimization opportunities and where customers are getting stuck.
4-5+ years experience as lead/owner of tooling (experience with our existing tech stack preferred: Ada, Zendesk etc.).
2+ years working in Customer-facing or enablement roles and familiarity with customer service metrics and KPIs
Zendesk certification is a plus, or will be required within 3 months of starting the role
Strong technical proficiency with APIs, Postman, webhooks, code repositories, etc.
Experience with REST APIs is an asset
Basic SQL, HTML or similar programming language required
Experience with adherence to company PII regulations, or similar business risks in regards to Compliance and data protection
Knowledge of data syncing platforms (e.g. Segment) and of data warehouses (e.g. Redshift) and deep curiosity for information architecture
Experience in creating scalable processes and implementing best practices for platform management and success enablement. Familiarity with customer service metrics and KPIs
Excellent written and verbal communication skills, with the ability to work cross-functionally with a variety of teams and stakeholders
Data-driven mindset with experience in using metrics and analytics to drive content improvements and measure training effectiveness.
Simonmed
Wppmedia