Process Architect

Tech Providers,; Mountain View (CA); Remote; USD 100,000 - 140,000; Full time

Job summary

A leading company in the crypto sector is seeking a Process Architect to enhance customer support operations. The role focuses on designing efficient, automation-friendly workflows and requires strong experience in customer support processes coupled with Lean Six Sigma expertise. Responsibilities include collaborating across departments and continuously improving CX operations to ensure top-tier service delivery.

Qualifications

• 5+ years of experience in customer support or operations.
• Deep experience with machine-readable workflows.
• Strong communicator aligning with Legal, Product, and Compliance.

Responsibilities

• Design structured support processes for agents and AI.
• Apply Lean Six Sigma to optimize workflows.
• Lead end-to-end process design and documentation.

Skills

Process design

Lean Six Sigma

Workflow automation

Cross-functional communication

Procedural writing

Education

Lean Six Sigma Black Belt certification

Tools

Lucidchart

Miro

Salesforce

Zendesk

Job description

Role: Process Architect
Duration: 06+ months contract
Location: Remote

Job Description:

• The Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto.
• Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.
• We’re looking for a Process Architect focused on CX workflows—a systems thinker who will design the structured support processes that agents and AI rely on to help our customers.
• You’ll architect scalable, logic-driven workflows that power resolution across every channel and touchpoint.
• If you’re energized by complex challenges, thrive in ambiguity, and want to build the blueprint for world-class customer support, we want to hear from you.
• 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.

Required Skills:

• 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.

Preferred Skills:

• 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.