Job Overview
Location
Austin
Job Type
Full-time
Category
Software Engineering
Date Posted
June 4, 2026
Full Job Description
đź“‹ Description
- • Own the design, optimization, and evolution of the Consumer Operations technology stack as the technical lead for AI and automation initiatives.
- • Develop and maintain scalable, automated reporting and dashboards that surface Voice of the Customer (VOC) insights across support channels, highlighting sentiment, recurring issues, friction points, and experience trends.
- • Partner with Consumer Operations, Product, and Marketing teams to ensure VOC insights directly inform decision-making and operational improvements.
- • Connect customer feedback data to operational drivers to identify actionable opportunities for enhancing customer experience and reducing costs.
- • Serve as the technical owner for core Consumer Operations systems including Zendesk, Retool, Slack integrations, and related tooling, ensuring stability, scalability, and optimal performance.
- • Act as the primary point of accountability for system enhancements, integrations, and issue resolution across operational technology platforms.
- • Proactively identify inefficiencies in the current tech stack and propose durable, scalable solutions to improve frontline and back-office team productivity.
- • Research, evaluate, and build AI and automation opportunities to enhance the Consumer Operations technology stack, with a focus on reducing operational expenses and improving agent efficiency.
- • Design and develop AI-powered tools for smarter routing, triage, and decision support using LLM-based systems and model orchestration.
- • Lead proof-of-concept development, pilot programs, and scaled rollouts of AI-enabled solutions while ensuring compliance with accuracy, security, customer trust, and regulatory standards.
- • Collaborate directly with Product and Engineering teams to translate operational pain points into technical requirements and deliver end-to-end solutions.
- • Work with modern analytics platforms such as Snowflake, Hex, or Looker to extract, analyze, and visualize operational data for strategic insights.
- • Maintain high standards for system integrity, data quality, and integration reliability across all Consumer Operations technology systems.
- • Drive cross-functional alignment between Engineering, Product, and Operations to ensure technical solutions meet business objectives and user needs.
- • Contribute to a culture of innovation by continuously exploring emerging technologies and automation opportunities in customer support operations.
🎯 Requirements
- • 8+ years of experience in a fast-paced, high-growth environment (fintech or similarly regulated industry preferred)
- • Strong technical background with hands-on experience in SQL / MySQL and Python/JavaScript or similar backend programming languages
- • Demonstrated experience building operational reporting and dashboards to support Voice of the Customer (VOC) or customer experience initiatives
- • Experience working with modern analytics and data platforms such as Snowflake, Hex, Looker, or similar tools
- • Demonstrated experience working with AI and LLM-based systems, including model integration and orchestration, AI-assisted workflows, and evaluation of model performance
- • Proven ability to work cross-functionally with Product, Engineering, and Operations teams
🏖️ Benefits
- • Medical, dental, and vision coverage starting on Day 1
- • Equity (ISOs)
- • 401(k) program
- • Family planning programs + paid parental leave
- • Physical fitness and wellness memberships
- • Emotional and mental health support programs
- • Unlimited PTO + 10 paid federal holidays + annual week-long Winter Break
- • Flexible work environment
- • Lunch reimbursement for in-office employees
- • Employee Resource Groups
- • Learning and Development stipend
- • Transparent culture
- • Amazing mission!
Skills & Technologies
Python
JavaScript
MySQL
Full Stack
Senior
Hybrid
$130k-150k
About Upside Services, Inc.
Upside Services provides a cash-back platform that connects consumers with nearby fuel stations, grocery stores, and restaurants. The company earns revenue through performance-based marketing agreements with merchants, who pay only when Upside drives incremental profit above baseline sales. The mobile app delivers personalized offers and processes rebates to users’ bank accounts or digital wallets. Founded in Washington, D.C., Upside uses anonymized transaction data and machine-learning models to forecast demand and set dynamic incentives, aiming to increase foot traffic and basket size for partner businesses while rewarding consumer loyalty.
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