Business Process Architect [78728]

Onward Search; United States; Remote; USD 120,000 - 150,000; Full time

Job summary

Onward Search is seeking a Business Process Architect for Customer Support, focusing on designing efficient, scalable workflows in a fully remote environment. The successful candidate will utilize their expertise in process design and Lean Six Sigma methodologies to enhance customer support operations and ensure successful product launches.

Benefits

Medical, Dental, and Vision Insurance

Life Insurance

401(k) Program

eLearning & Ongoing Training

Education Reimbursement

Qualifications

• 5+ years of experience in process design and CX operations.
• Strong understanding of Lean Six Sigma principles.
• Proven expertise in building scalable workflows.

Responsibilities

• Design modular CX workflows for AI decisioning in customer support.
• Apply Lean Six Sigma methodologies to optimize workflows.
• Collaborate with cross-functional teams to develop support procedures.

Skills

Systems thinking

Problem-solving

Communication

Education

Green Belt certification

Tools

Salesforce

Zendesk

Kustomer

Job description

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This range is provided by Onward Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$55.00/hr - $63.00/hr

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We’re seeking a Business Process Architect for Customer Support for a fintech company. This is a fully remote, 6-month opportunity based in the United States.

In this role, you’ll join the Customer Experience team to design the structured support processes that agents and AI rely on to help their customers. You’ll play a key role in creating efficient, scalable workflows that enhance service delivery and power automation across support channels.

There is no application deadline for this role.

Business Process Architect (Customer Support) Responsibilities:

• Design modular, machine-readable CX workflows that drive agent actions and power AI decisioning across customer support channels.
• Author clear, logic-driven procedures that eliminate ambiguity and enable accurate resolution at scale.
• Apply Lean Six Sigma (LSS) methodologies to optimize existing workflows and build new ones that are automation-ready and resilient.
• Collaborate with Legal, Product, Ops, Compliance, and Security to turn complex requirements into executable support procedures.
• Lead end-to-end process design and documentation, proactively identifying risks and embedding controls early.
• Support product launches by developing launch-ready support flows that ensure agents and systems are equipped from day one.
• Continuously improve CX operations by identifying opportunities to increase speed, consistency, and customer satisfaction.
• Ensure scalability and interoperability across support systems, tools, and automation frameworks.

Business Process Architect (Customer Support) Qualifications:

• 5+ years of experience in process design, workflow architecture, CX operations, or related fields.
• Proven expertise in building logic-driven, scalable workflows for customer support or operations environments.
• Strong understanding of Lean Six Sigma (LSS) principles, with Green Belt certification or higher (preferred).
• Demonstrated ability to translate complex business requirements into executable, auditable support procedures.
• Experience working cross-functionally with Legal, Product, Compliance, and Engineering teams.
• Exceptional systems thinking and problem-solving skills, with a passion for reducing friction and ambiguity.
• Comfort operating in high-growth, fast-paced, and ambiguous environments.
• Familiarity with automation platforms, support tooling, and workflow engines (e.g., Salesforce, Zendesk, Kustomer, or equivalent).
• Excellent communication and documentation skills, capable of authoring clear process guidance for diverse stakeholders.
• A customer-first mindset, with a strong desire to build world-class support experiences at scale.
• Medical, Dental, and Vision Insurance.
• Life Insurance.
• 401(k) Program.
• eLearning & Ongoing Training.
• Education Reimbursement.

*Eligibility requires working over 30 hours per week on an assignment lasting at least 10 weeks.

If you meet the qualifications and are excited about this opportunity, apply today! Our team will connect with you to discuss next steps, support you through the interview process, and advocate for your success.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service, Project Management, and Strategy/Planning

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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