CX Technology Lead

🔥 3 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Who Gives A Crap

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

🛍️ eCommerce

🌍 Social Impact

🤲 Charity

💰 $41.5M Series A on 2021-09

eCommerce • Social Impact • Charity

Who Gives A Crap is a socially responsible company that donates 50% of its profits to clean water and sanitation non-profits around the globe, helping those in need gain access to these essential services. The company specializes in eco-friendly products, primarily focusing on toilet paper made from bamboo, alongside other sustainable household items such as tissues and kitchen roll. Known for its environmental impact, Who Gives A Crap aims to reduce deforestation while also maintaining a strong commitment to social impact and charitable causes.

📋 Description

• Own the Customer Experience technology roadmap • Manage the CX technology stack, including Zendesk, Zapier, Sprout, and other tools • Decide which tools to retain, replace, consolidate, or remove • Lead the development of automations and AI-powered workflows • Reduce manual work for the Customer Experience team • Partner with IT and Digital Product to implement new tools effectively • Lead and develop one direct report • Review and improve CX technology processes as the company scales • Evaluate tool overlap and recommend consolidation • Collaborate with Analytics & Insights to redesign Zendesk issue-type taxonomy • Develop a 12-month roadmap for automation and AI experiments • Assess vendor renewals and propose cost-effective alternatives • Coach a direct report through cross-functional challenges with IT

🎯 Requirements

• Prior experience leading a team • Ability to make independent recommendations and decisions with supporting reasoning • Strong understanding of technology without necessarily writing code • Ability to evaluate CX tools, compare alternatives, and select appropriate technology • Hands-on experience with Zendesk, Sprout, Zapier, Kodif, or similar CX platforms is beneficial • Comfortable and confident using AI tools day to day • Ability to apply AI practically to automations and customer-facing workflows • Commitment to purpose-led, socially and environmentally impactful work

🏖️ Benefits

• Competitive, market informed salaries • Meaningful support towards healthcare for the team around the world • Generous paid leave • Tailored learning and development opportunities • Free toilet paper • Work at a certified B Corp with strong social and environmental impact standards