Offer summary

Qualifications:

Bachelor’s degree in a related field., 5+ years of experience in designing customer support workflows., Lean Six Sigma Black Belt certification., Strong procedural documentation skills with a focus on logic and clarity..

Key responsibilities:

Design modular, machine-readable support workflows for agents and AI platforms.

Collaborate with cross-functional teams to translate requirements into executable workflows.

Lead the end-to-end design of support processes while embedding controls to mitigate risk.

Continuously identify opportunities to enhance customer satisfaction and operational efficiency.

Job description

Duration: 6 months contract (Possible Extention)

Job Description:

A leading global platform in the cryptocurrency and digital finance space is seeking a Process Architect to join their Customer Experience (CX) team. The organization is committed to delivering trusted, value-driven customer support through automation, self-service, and strategic operational excellence.
This role will focus on designing structured, logic-based CX workflows that are optimized for both agent execution and AI systems across all customer support channels. The ideal candidate will be a systems thinker with deep expertise in process design within high-complexity, high-volume environments.

Responsibilities:

Design modular, machine-readable support workflows for use by agents and AI platforms
Draft clear, logic-driven procedures that enable accurate, scalable resolution
Apply Lean Six Sigma methodologies to streamline and enhance operational flows
Collaborate with Legal, Product, Compliance, Security, and Operations stakeholders to translate regulatory and business requirements into executable workflows
Lead end-to-end design of support processes, embedding controls and mitigating risk
Ensure readiness of support flows for product launches and platform changes
Continuously identify opportunities for increased customer satisfaction, speed, and consistency
Align process frameworks with automation architecture and CX tooling ecosystems

Experience:

5+ years of experience designing customer support workflows in operations, CX, or digital support
Lean Six Sigma Black Belt certification
Proven expertise in creating machine-readable workflows for both human agents and AI/automation tools
Strong procedural documentation skills with attention to logic, clarity, and scalability
Systems-thinking approach to how people, tools, and data integrate in customer operations
Confident cross-functional collaborator across compliance, legal, product, and operations
High degree of ownership with a process-oriented and precision-driven mindset

Skills:

CX Workflow & Process Design
Lean Six Sigma (Black Belt Level)
Cross-Functional Collaboration & Stakeholder Alignment
Procedural Writing & Documentation
Systems Thinking & Technical Acumen

Education:

Bachelor’s degree in a related field.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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