About careerforge
careerforge is a Detroit‑based technology pioneer that powers one of the world’s most dynamic online marketplaces for high‑demand consumer goods. Our platform brings together buyers and sellers of sneakers, apparel, accessories, electronics, collectibles, trading cards, and many other coveted items. By leveraging real‑time data, dynamic pricing mechanics, and a seamless digital experience, we enable a global community to trade with confidence and transparency. At careerforge, we are driven by a culture of innovation, data‑centric decision making, and a relentless focus on delivering exceptional customer experiences.
Why You’ll Love This Role
As the Lead Customer Service Platforms Analyst, you will be the technical champion behind the scenes, ensuring that our customer service ecosystem runs like a well‑orchestrated symphony. You’ll partner with operations, product, and engineering teams to design, configure, and continuously improve the platforms that empower our agents to deliver fast, personalized, and frictionless support. If you thrive on solving complex integration challenges, love turning data into actionable insights, and are excited about applying AI to elevate the customer journey, this role offers the perfect blend of technical depth and strategic impact.
Key Responsibilities
- Own the end‑to‑end technical configuration, optimization, and administration of the primary customer service platform, aligning every setting with the broader technical strategy.
- Design, build, and maintain advanced workflows, routing rules, integrations, and automations—including AI‑driven bots—to streamline support operations and reduce manual effort.
- Act as the internal Subject Matter Expert (SME) for all customer service platforms, serving as the primary liaison between internal stakeholders and external platform support teams.
- Lead cross‑functional integration projects that connect the customer service platform with third‑party systems such as e‑commerce, telephony, ticketing, and AI tools.
- Conduct deep‑dive analyses of performance metrics, customer behavior data, and platform usage patterns to uncover optimization opportunities and drive measurable efficiency gains.
- Oversee the rollout of new platform features, ensuring seamless integration, comprehensive documentation, and effective training for support agents.
- Monitor system health, proactively diagnose issues, and resolve technical incidents to maintain optimal stability and reliability.
- Collaborate with engineering teams or external vendors to design, develop, and maintain custom API integrations that extend platform capabilities.
- Implement and continuously refine routing strategies, ensuring that every customer interaction is directed to the right agent at the right time.
- Serve as the SME for API connections across platforms such as Gladly, Playvox, and Qualtrics, guaranteeing data fidelity and real‑time synchronization.
- Interpret key result (KR) trends and business goals to identify automation, process improvement, or system enhancement opportunities—including IVR and chatbot enhancements.
- Translate analytical insights into clear, compelling presentations, visualizations, and written reports for senior leadership and cross‑functional partners.
- Develop and manage AI Guides for email, chat, telephony, and emerging channels, aligning them with the technical roadmap and business objectives.
- Partner with Data Engineering and Analytics teams to define required fields, reports, and pre‑built APIs for ingestion into the data warehouse, powering executive dashboards.
- Implement rigorous data‑quality validation processes to ensure the integrity, accuracy, and consistency of all ingested data.
- Collaborate with marketing, operations, finance, and customer experience teams to assess the impact of data trends on service KPIs and to shape future platform enhancements.
- Gather detailed feature requirements and bug reports from CS leadership and external stakeholders, translating them into actionable development tickets.
- Continuously identify and eliminate pain points within the contact process, championing a best‑in‑class customer experience.
- Stay up‑to‑date with platform feature releases, industry best practices, and emerging technologies to keep careerforge at the forefront of customer service innovation.
- Maintain meticulous documentation of system configurations, workflow designs, change logs, and technical specifications.
- Data‑mine, cleanse, and combine large datasets from multiple platforms to generate insights that drive change management, process improvement, self‑service enhancements, and performance optimization.
Essential Qualifications
- Minimum of 2 years of hands‑on experience administering advanced customer service platforms such as Gladly, Zendesk, or Salesforce Service Cloud.
- Strong understanding of CRM architecture, contact‑center workflows, and support operations best practices.
- Proven track record integrating customer service platforms with external tools via APIs, middleware (e.g., careerforge, careerforge), or custom development.
- Proficiency with data analysis and visualization tools—including SQL, Tableau, Looker, or comparable solutions.
- Demonstrated analytical, project‑management, and problem‑solving abilities, with a focus on delivering measurable outcomes.
- Experience applying machine‑learning or AI techniques to automate routine inquiries and improve overall customer satisfaction.
- Advanced Microsoft Excel skills for data manipulation, modeling, and reporting.
- Solid background in technical documentation, process design, and knowledge‑base creation.
- Excellent written and verbal communication skills, with the ability to translate technical concepts for both technical and non‑technical audiences.
Preferred (Nice‑to‑Have) Skills
- Familiarity with scripting languages such as JavaScript or JSON for custom workflow development.
- Experience with integration and communication tools like careerforge, careerforge, or careerforge.
What We Offer – Compensation, Benefits, and Growth
careerforge provides a competitive compensation package that reflects the expertise you bring to the role. The base salary range for this position is $65,000 – $120,600, complemented by performance‑based bonuses, equity participation, and a comprehensive benefits suite that includes medical, dental, vision, and retirement plans. In addition, you will enjoy:
- Flexible work arrangements, including hybrid remote‑office schedules.
- Generous paid time off and holiday policies to support work‑life balance.
- Continuous learning opportunities—access to industry conferences, certifications, and internal training programs.
- Clear career progression pathways, with mentorship from senior technology leaders and the ability to shape the future of careerforge’s customer experience platform.
- A collaborative, inclusive culture that celebrates diversity of thought, background, and perspective.
Culture & Work Environment
At careerforge, we believe that great ideas emerge when people feel empowered, respected, and challenged. Our Detroit headquarters is a modern, open‑concept space designed to foster collaboration, creativity, and community. You will join a team of passionate technologists, analysts, and product innovators who are united by a shared mission: to make every customer interaction effortless and delightful. We champion transparency, encourage curiosity, and reward initiative—whether you’re proposing a new automation, refining a dashboard, or mentoring a junior teammate.
Commitment to Equality & Inclusion
careerforge is an equal‑opportunity employer. We value diversity and are committed to building an inclusive workplace where every employee can thrive. We consider all qualified applicants, including those with arrest and conviction records, in accordance with applicable local hiring regulations.
How to Apply
If you are ready to lead the technical evolution of careerforge’s customer service platforms and make a tangible impact on the experience of millions of users worldwide, we want to hear from you. Click the link below to submit your application, and be prepared to showcase your expertise through a portfolio of platform configurations, integration projects, or data‑driven case studies.
Join careerforge and help shape the future of digital commerce—where technology meets culture, and every interaction is an opportunity to delight.
Apply for this job