Tech Lead, Customer Service

Tech Lead, Customer Service

Department: CSR

Employment Type: Full Time

Location: Pittsburgh, PA

Compensation: $150,000 - $170,000 / year

Description

Wolfe is a Pittsburgh-based FinTech company embedding AI across our product, our internal processes, and how our teams work day-to-day. As Tech Lead, Customer Service, you will lead the technical execution behind our customer service platform across PerfectGift, Gift Card Granny, and GiftYa - owning the Twilio and CCaaS stack directly, and owning the AI solutions in production once our AI Machine Team builds and hands them off. You'll partner closely with our Director of CSR, who continues to lead the customer service team and operations, and translate their needs into platform improvements and AI use cases that the AI Machine Team can build. We're looking for a hands-on senior individual contributor who thrives on owning complex technical work end-to-end and raising the technical bar for everyone they work with.
This is a 5-day onsite role in Pittsburgh, PA.

Responsibilities

• Own the technical execution of the customer service platform - Twilio and related CCaaS technologies - across channels, workflows, and agent tooling for PerfectGift, Gift Card Granny, and GiftYa.
• Operate the AI solutions across the service journey once the AI Machine Team hands them off - own production performance, prompt and flow tuning, escalation logic, quality monitoring, and ongoing improvement against agreed KPIs.
• Partner closely with the Director of CSR to translate operational needs and service insights into platform improvements and AI use cases that move frontline performance.
• Partner with the AI Machine Team on what to build next - surface real production friction, define handoff criteria, and accept new AI solutions into the environment you operate.
• Collaborate with Product, Engineering, and Data leaders to integrate customer service systems with the broader product and data ecosystem, and raise the technical bar for peers through code review, design feedback, and informal mentorship.

Impact Statement For more clarity on the role, below are the success metrics and measurements for this role in the first 90 to 120 days.:

• Deliver a written Twilio/CCaaS platform roadmap and at least three prioritized AI use cases to hand to the AI Machine Team, each with a defined business case, KPIs, and acceptance criteria endorsed by the executive team.
• Launch at least two production improvements with measurable impact on CSAT, first-contact resolution, average handle time, or cost-to-serve against agreed baselines - including at least one Twilio/platform change you own directly and at least one AI solution you accept from the AI Machine Team and tune to target.
• Stand up technical reporting and AI performance dashboards in partnership with the Director of CSR, plus a documented handoff process with the AI Machine Team that defines how new AI solutions move from build to production ownership.

Qualifications

• 10+ years of hands-on experience in customer service technology, contact center platforms, or related technical roles, with deep expertise in Twilio and modern CCaaS platforms (configuration, integration, and architecture).
• Demonstrated experience operating AI in production in a customer service or customer experience context - conversational AI, intelligent self-service, agent assist tools, or AI-driven quality monitoring - including responsibility for containment, escalation logic, and quality.
• Strong technical fluency in API integrations, automation workflows, and data pipelines that connect customer service systems with broader product and data infrastructure.
• Proven track record of executing technical initiatives in a consumer-facing business (ideally e-commerce, retail, or digital products), with measurable improvements in service KPIs.
• Track record of raising the technical bar for peers - through code review, design review, and mentorship of less-senior engineers - without formal direct reports.

Compensation, Benefits, and Perks

Wolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. Our benefits and perks include but not limited to:

• Restricted Stock Units (RSUs)
• Profit Share and/or Incentive Bonus
• Medical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)
• Short-Term Disability Insurance (Wolfe pays 100% of premium)
• Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coverage
• PTO (vacation and sick time)
• Corporate Holidays and Floating Holidays
• 401(k)
• Employee recognition program
• Charitable Donation to a charity of your choice yearly
• Employee Referral Bonus
• Tuition Reimbursement
• Internal Training and Information sessions
• Family Picnic, Holiday Party, and other outings
• Internal Culture Club