Digital Experience Lead (CX)

Who Gives A Crap; United States; Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Free toilet paper

Healthcare support

Paid leave

Learning & development

Job summary

Who Gives A Crap in the United States is seeking a Digital Experience Lead to own how our Customer Experience technology works. You’ll manage a stack of CX tools like Zendesk, Sprout and Zapier, decide what to keep or replace, and lead automation and AI-powered workflows to ease busywork for the CX team.

You’ll partner with IT and Digital Product to land new tools, and you’ll mentor one direct report as we scale internal processes to support growth.

Qualifications

• Experience leading a CX or customer-support tech stack.
• Ability to design and implement automation/AI workflows.
• Proven track record of cross-functional collaboration with IT and product teams.

Responsibilities

• Own the CX tech stack roadmap and decision process for tool consolidation or replacement.
• Lead the build-out of automations and AI-powered workflows to reduce busywork for the CX team.
• Partner with IT and Digital Product to land new tools and integrations.
• Lead and grow one direct report as the team scales.
• Drive internal process improvements to support company growth.

Skills

Team leadership

CX tools

Zendesk

Sprout

Zapier

AI workflows

IT collaboration

Tools

Zendesk

Sprout

Zapier

Kodif

Job description

Not all heroes wear capes — but plenty of them use toilet paper

Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion!

Funny name, serious business

We make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good.

With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

A bit about the role

As our Digital Experience Lead, you’ll own how our Customer Experience team’s technology actually works. You’ll hold the roadmap for a stack of CX tools — think Zendesk, Zapier, Sprout and a handful of others — and make the call on what stays, what goes, and what gets replaced. You’ll lead the build-out of automations and AI-powered workflows that take the busywork off our CX team’s plate, partner closely with IT and Digital Product to land new tools properly, and lead and grow one direct report along the way. We’re moving into a new phase of scaling up our internal processes to match our growth, and this role is central to making that happen — think less “maintain what exists” and more “figure out how we do this better.”

If you worked here this past month here are some things you might have been involved in

• Reviewed our CX tech stack and made the case for consolidating two overlapping tools into one
• Worked with the Analytics & Insights team to redesign our Zendesk issue-type taxonomy
• Sketched out a 12-month roadmap of automation and AI experiments with Digital Product
• Pushed back on a vendor renewal that didn’t stack up on cost, and proposed an alternative
• Coached your direct report through a cross-functional roadblock with IT

Let’s talk about you

You lead without needing to be told how
You’ve led a team before and you’re used to making the call yourself, not waiting to be pushed into it. When something needs a recommendation, you bring one — with the reasoning attached.

You speak fluent tech, without needing to write the code
You don’t need to be an engineer, but you understand technology well enough to pull apart a tool, weigh it against alternatives, and make a confident call on what we should actually be using. Hands-on time with tools like Zendesk, Sprout, Zapier, Kodif or similar CX platforms will help you hit the ground running.

You use AI as a toolkit, not a talking point
You’re comfortable and confident using AI tools day to day, and you can see the practical ways they fit into automations and customer-facing workflows — not just the hype.

You give a crap
Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

Why should you work with us?

First off,as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).

Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that.

Have you made it this far?

If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, however — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.