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Process Architect

Mountain View, CA

Posted: 06/16/2025 Job Number: 25725595

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.

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