Tooling & Automation Manager, Customer Support

About GameChanger:

We believe in the life-changing impact youth sports have on and off the field because they encourage leadership, teamwork, responsibility, and confidence—important life lessons that have the power to propel our youth toward meaningful futures. We recognize that without coaches, parents, and volunteers, organized youth sports could not exist. By building the first and best place to experience the youth sports moments important to our community, we are helping families elevate the next generation through youth sports.

So if you love sports and their community-building potential, or building cool products is your sport, GameChanger is the team for you. We are a remote-first, dynamic tech company based in New York City, and we are solving some of the biggest challenges in youth sports today.

The Position:

The Tooling and Automation Manager is responsible for optimizing support ticketing workflows to enhance efficiency and ensure seamless customer experiences. This role oversees the CX technology stack, driving the optimal use of all customer support tools. The manager will lead technical integrations across vendors and internal engineering teams, while also improving and training AI chatbots for better performance through advanced API integrations. This is a brand new role within GameChanger and will report to our VP of Customer Experience.

What You’ll Do:

• Ticketing Workflow Optimization: Analyze and optimize support ticketing processes, identifying opportunities for increased efficiency and automation to improve response times and resolution quality.

• CX Tech Stack Ownership: Take full ownership of the customer support tech stack, ensuring all tools and platforms are effectively leveraged to meet CX and CS goals. Regularly evaluate and recommend new technologies or improvements to existing tools to enhance operational performance.

• Vendor & Engineering Integration: Collaborate with external vendors and internal engineering teams to ensure seamless integration of support tools, working on technical projects that improve data flow, customer interactions, and overall tool effectiveness.

• AI Chatbot Optimization: Manage the performance of the AI chatbot by improving training models, expanding API integrations, and continuously analyzing its effectiveness in solving customer inquiries. Identify opportunities to increase automation, efficiency, and customer satisfaction through advanced bot capabilities.

• Technical Leadership: Act as a technical expert and advisor within the customer support organization, providing insights on how to optimize all tools for operational efficiency and improved customer experience.

What You’ll Bring:

• Proven experience managing support tools, automation processes, and technical integrations within a customer experience or support function.

• Strong project management skills, with the ability to lead complex technical projects from concept through execution.

• Experience working with the Zendesk API.

• Expertise in Zendesk Support, Messaging and Guide products.

• Ability to work cross-functionally, liaising with engineering, product, and vendor teams.

• Experience implementing CX AI chatbots, as well as chatbot training, improvement, and optimization.

• Knowledge of scripting or coding languages (e.g., Python, JavaScript) for more advanced automation initiatives.  

Bonus Points

• SaaS and Partnerships Contracts experience.

• Educational policy knowledge (K through 12 schools, and colleges) as it relates to sports 

• Digital safety & child privacy law knowledge (i.e. COPPA)

Perks:

• Work remotely throughout the US* or from our well-furnished, modern office in Manhattan, NY.

• Unlimited vacation policy.

• Paid volunteer opportunities.

• WFH stipend - $500 annually to make your WFH situation comfortable.

• Snack stipend - $60 monthly to have snacks shipped to your home office.

• Full health benefits - medical, dental, vision, prescription, FSA/HRA., and coverage for family/dependents.

• Life insurance - basic life, supplemental life, and dependent life.

• Disability leave - short-term disability and long-term disability.

• Retirement savings - 401K plan offered through Vanguard, with a company match.

• Company paid access to a wellness platform to support mental, financial and physical wellbeing.

• Generous parental leave.