What we look for in you (i.e., job requirements):
- 5+ years of experience designing support workflows within CX, customer support, or operations.
- Lean Six Sigma Black Belt certification with a track record of applying structured methodologies to real-world processes.
- Deep experience designing machine-readable, automation-friendly workflows consumed by both agents and AI systems.
- Exceptional procedural writing skills—your documentation is unambiguous, logic-based, and action-ready.
- A systems thinker who understands how people, tools, and data interact in a high-volume support environment.
- Strong cross-functional communicator who can align stakeholders across Legal, Product, Compliance, and Ops.
- A proactive, ownership-first mindset with a bias for clarity, structure, and operational excellence.
Nice to haves:
- Experience using tools such as Lucidchart, Miro, or Contentful to model and document workflows.
- Understanding of how AI/ML systems ingest and act on structured process data.
- Familiarity with support platforms such as Salesforce, Zendesk, or similar.
- Background in crypto, fintech, or highly regulated industries.