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As a Customer Experience Representative, you will be our customers' primary point of contact, providing exceptional support.

You will work in a 24/7 customer service center, ensuring seamless support around the clock.

This role carries full ownership of all service-related processes and performance within the organization, with responsibility for creating a unified, scalable, and high-quality end-to-end service experience for both customers and external partners/service providers. The executive will directly manage the Customer Service Contact Center, Back-Office operations, and Partner Quality functions, while ensuring alignment between operational excellence, customer satisfaction, business goals, and efficiency targets.

The ideal candidate will demonstrate strong strategic capabilities with hands-on operational expertise and have a proven track record in designing and executing company-wide service strategies across multiple customer and operational domains. Leadership in driving cross-functional collaboration, service transformation, process optimization, automation initiatives, and continuous improvement methodologies. They must be capable of defining service standards, implementing KPI-driven management frameworks, and leading organizational change in fast-paced, high-growth environments.

Responsibilities:

Lead and scale our Service Excellence organization, managing senior leaders across Customer Service and Back Office while driving a unified service vision across the company.
Own the end-to-end customer service experience, establishing service standards, SLAs, and quality frameworks, and ensuring consistent execution across all service functions.
Drive operational excellence by leading cross-functional initiatives focused on improving customer satisfaction, increasing efficiency, reducing customer effort, and expanding automation and self-service capabilities.
Manage performance through KPIs, analyze service trends, identify improvement opportunities, and lead continuous improvement initiatives that deliver measurable business impact.
Collaborate closely with Product, Operations, and Technology stakeholders to implement scalable service solutions and support business growth.

We are seeking an experienced DevOps Engineer to join our Engineering team and play a key role in building and operating our cloud-native platform. The ideal candidate will have hands-on experience managing production environments at scale, driving cloud transformation initiatives, and supporting the of enterprise systems from on-premises deployments to modern SaaS and cloud-native architectures. You will be responsible for designing, automating, and maintaining scalable infrastructure, CI/CD pipelines, and deployment processes that support both our core products and emerging AI-driven capabilities. Working closely with Engineering, QA, Product, and AI teams, you will help ensure the reliability, security, and performance of our services while driving operational excellence and continuous improvement across our technology stack.
Responsibilities:
Design, implement, and maintain CI/CD pipelines.
Manage and optimize cloud infrastructure across AWS, Azure, and/or GCP.
Develop and maintain Infrastructure as Code using Terraform.
Manage Kubernetes-based environments and GitOps deployment workflows using Argo CD and
Kustomize.
Lead and support the migration of enterprise applications and infrastructure from on-premises
environments to scalable SaaS and cloud-native architectures.
Establish, maintain, and continuously improve production environments, ensuring high availability,
security, scalability, and operational excellence.
Demonstrate strong production ownership, including incident management, root cause analysis,
capacity planning, and performance optimization.
Collaborate with Engineering, QA, Product, and AI team
Support the deployment, operation, and monitoring of AI and Generative AI services.
Build and maintain monitoring, logging, and alerting systems.
Troubleshoot and resolve infrastructure, deployment, and production issues.