Customer Service Lead, Platforms Enablement

Vuori is re-defining what athletic apparel looks like: built to move and sweat in but designed with a casual aesthetic to transition into everyday life. We draw inspiration from an active coastal California lifestyle; an integration of fitness, creative expression and life. Our high energy fast paced retail environment is reflected in the clothes we make. We aim to inspire others to take on all aspects of their lives with clarity, enthusiasm and purpose…while having a lot of fun along the way. We are proud to be an outlet for opportunity and for personal growth and success. This role is responsible for making AI work reliably and at scale inside our Customer Support Team. It combines prompt engineering, data hygiene, AI behavior governance, and platform ownership. This role is also responsible for maintaining all CS Platforms and providing support to the end users of these platforms. This role is both strategic and hands-on. You will partner closely with the Sr. Manager, Customer Service Technology & Product as well as other cross-functional teams within Vuori. What you'll get to do: Maintain and support all Customer Service platforms Act as the primary point of contact for end users of those platforms Own how AI agents are prompted, trained, governed, and measured Ensure the underlying data powering AI and workflows is accurate, structured, and scalable Monitor Performance & Suggest Optimizations of CS platforms and AI Agent performance Additional duties & support Who you are: 5+ years in Customer Support Technology, CX Operations, Support Systems, or similar roles Hands-on experience supporting and administering CS platforms (Kustomer strongly preferred) Experience supporting internal users and resolving platform issues Experience working with AI-driven tools, automations, or conversational AI systems Strong problem-solving skills and systems-thinking mindset Ability to balance reactive support with proactive platform improvement Our investment in you: At Vuori, w