Tooling and Automation Manager

Summary

Join GameChanger as their Tooling and Automation Manager, a brand-new role responsible for optimizing support ticketing workflows and overseeing the customer support technology stack. You will lead technical integrations, improve AI chatbots, and act as a technical expert. This role requires proven experience managing support tools and automation, strong project management skills, and expertise with Zendesk. The position offers a competitive salary, remote work options, and a comprehensive benefits package.

Requirements

• Proven experience managing support tools, automation processes, and technical integrations within a customer experience or support function
• Strong project management skills, with the ability to lead complex technical projects from concept through execution
• Experience working with the Zendesk API
• Expertise in Zendesk Support, Messaging and Guide products
• Ability to work cross-functionally, liaising with engineering, product, and vendor teams
• Experience implementing CX AI chatbots, as well as chatbot training, improvement, and optimization
• Knowledge of scripting or coding languages (e.g., Python, JavaScript) for more advanced automation initiatives

Responsibilities

• Analyze and optimize support ticketing processes, identifying opportunities for increased efficiency and automation to improve response times and resolution quality
• Take full ownership of the customer support tech stack, ensuring all tools and platforms are effectively leveraged to meet CX and CS goals. Regularly evaluate and recommend new technologies or improvements to existing tools to enhance operational performance
• Collaborate with external vendors and internal engineering teams to ensure seamless integration of support tools, working on technical projects that improve data flow, customer interactions, and overall tool effectiveness
• Manage the performance of the AI chatbot by improving training models, expanding API integrations, and continuously analyzing its effectiveness in solving customer inquiries. Identify opportunities to increase automation, efficiency, and customer satisfaction through advanced bot capabilities
• Act as a technical expert and advisor within the customer support organization, providing insights on how to optimize all tools for operational efficiency and improved customer experience

Preferred Qualifications

• SaaS and Partnerships Contracts experience
• Educational policy knowledge (K through 12 schools, and colleges) as it relates to sports
• Digital safety & child privacy law knowledge (i.e. COPPA)

Benefits

• Work remotely throughout the US* or from our well-furnished, modern office in Manhattan, NY
• Unlimited vacation policy
• Paid volunteer opportunities
• WFH stipend - $500 annually to make your WFH situation comfortable
• Snack stipend - $60 monthly to have snacks shipped to your home office
• Full health benefits - medical, dental, vision, prescription, FSA/HRA., and coverage for family/dependents
• Life insurance - basic life, supplemental life, and dependent life
• Disability leave - short-term disability and long-term disability
• Retirement savings - 401K plan offered through Vanguard, with a company match
• Company paid access to a wellness platform to support mental, financial and physical wellbeing
• Generous parental leave
• DICK’S Sporting Goods Teammate Discount