Teams at Scentbird

Own and administer the CX tech stack, drive AI/automation and self-service, design API-supported workflows, manage Tier II backend operations, oversee Drift CX, and deliver CX reporting, dashboards, SOPs, and vendor/engineering partnerships to improve containment, reduce costs, and resolve systemic issues.

Lead and develop a global Tier I and Social Support team, own CX metrics (CSAT, NPS, FRT, resolution), drive automation and platform configuration, manage workforce planning, vendor relationships, incident response, and deliver Voice of the Customer insights across Product, Marketing, and Ops.

Lead product design for web and mobile: conduct research and usability testing, wireframe and prototype, craft high-fidelity UI, manage design components library, mentor in-house designers, and collaborate with product, marketing, and engineering to deliver engaging, test-driven experiences.