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TPI Global (formerly Tech Providers, Inc.)
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Process Architect
Posted: 06/16/2025
2025-06-16
2025-08-10
Job Number: 25725595
Job Description
Role: Process Architect
Duration: 06+ months contract
Location: Remote
Job Description:
Required Skills:
Preferred Skills:
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.
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