taxwire - Deployments Lead

• Be the first responder when customers need help—and make sure issues don’t repeat • Investigate and resolve customer issues • Coordinate across teams when needed • Communicate clearly during high-stakes situations • Close feedback loops after resolution • Primary metric: Customer NPS • BUILD SCALABLE PROCESSES • Improve onboarding workflows, checkpoints, and readiness criteria • Identify recurring issues and determine whether the root cause is people, process, or product • Write clear, structured feedback and requirements engineers can act on • Create playbooks, documentation, and reusable templates that prevent repeat work • Design lightweight workflows, including AI-assisted workflows, to reduce manual effort • Partner with Product to prioritize fixes that materially improve customer experience • Primary metric: Reduction in repeat questions and manual intervention per customer • Exceptional communication skills: you can explain complex topics clearly in writing and conversation, and customers leave interactions confident rather than confused • Client-facing experience in onboarding, implementation, solutions, customer success, or professional services • Strong problem-solving judgment: you can break down messy situations, understand risk, and decide what matters now versus later • Ability to work in structured data, including spreadsheets, checklists, and workflows, without losing the details • A track record of owning real problems end to end, resolving the immediate issue, and improving the underlying system • Calm execution and reliable follow-through when the stakes are high