• Participate in the development of APIs and other back-end components • Ensure the operation and maintenance as well as the evolution of existing systems • Participate in technical design of our back-end systems • Ensure all phases of development, code review, versioning, documentation and maintenance • Write unit tests, follow code naming and coding style rules, participate in code reviews • Respect the methods and processes put in place (agile methodology) • Ensure a permanent technological watch

• Develop and enhance features within Tivita's fintech context • Design secure, scalable, maintainable, and consistent solutions • Document processes, workflows, and code developed • Investigate, diagnose, and resolve failures quickly • Proactively identify issues before they impact customers • Implement improvements in observability, logging, and alerts • Respond rapidly to critical incidents with a sense of urgency and clear prioritization

• Design and deliver clean, scalable, and testable Java-based backend systems with minimal supervision • Collaborate with cross-functional teams including backend, web, mobile, QA, and product teams • Take ownership of specific services or functional areas within our large-scale architecture • Leverage AI tools and assistants as integral parts of your development workflow—from system design to code review • Contribute to maintaining high test coverage, predictable production behavior, and seamless scalability • Drive engineering excellence through modern practices and continuous improvement

Role Description RV LIFE is seeking an experienced, systems-minded leader to take full ownership of our customer support operation and team, ensuring that member issues, recurring friction, and support insights are brought back to product and engineering. - Assess our current support operation across people, workflows, documentation, and tooling. - Make the support operation more effective, consistent, and easier to scale. - Improve how existing systems are used and identify gaps in team capabilities. - Raise standards for quality and accountability. - Directly lead a remote team of 12 customer support representatives. - Help structure and optimize the support system for minimal manual friction. - Own AI-powered support experiences and the documentation that powers them. - Use Zendesk as the primary system for managing and improving support operations. Qualifications - 5+ years of experience in customer support, support operations, or member experience roles. - 2+ years of experience leading, coaching, or managing frontline support teams. - 3+ years of hands-on experience working inside Zendesk or a similar helpdesk platform. - 2+ years of experience building or maintaining routing rules, tagging structures, triggers, automations, and escalation workflows. - 1+ year of experience translating support issues into Jira tickets or working directly with product and engineering teams on bug reporting and issue triage. - Experience owning or improving a knowledge base, internal documentation, or AI-assisted support content. - Deep empathy and patience for a user base with widely varying levels of technical literacy. - Strong judgment, clear communication, and a bias toward fixing recurring problems instead of repeatedly reacting to them. Requirements - Take full ownership of the support operation as a system. - Continuously improve workflows, documentation, tooling, and AI-assisted support. - Audit the current support operation and prioritize practical improvements. - Design routing, tagging, escalation, and automation rules. - Manage and continuously improve our AI-powered support chatbot. - Ensure documentation is clear, accurate, current, and structured. - Design and maintain a structured feedback loop from support to product and engineering. - Define and track meaningful support metrics beyond ticket volume. - Set standards for tone, clarity, empathy, and accuracy across human and AI responses. Benefits - Expected base salary range: $80,000 to $110,000, depending on experience, skills, and overall fit. - Variable bonus pay based on individual and company performance. - Employer-sponsored group health plans (medical, dental, vision) with no waiting period. - 401(k) eligibility after 90 days with company match. - A broad paid holiday schedule. - $150/month health, wellness, and home office stipend. - Flexible Time Off (FTO) for all full-time employees. - Remote work flexibility in a fully distributed company. Application Process - Resume and short written application. - Role-relevant written questions instead of a generic cover letter. - Initial video interview with qualified candidates. - Practical exercise based on a realistic support operations scenario. - Final interviews with key stakeholders and professional references. - Background verification consistent with applicable law. Equal Opportunity Employer We are an equal-opportunity employer and welcome candidates from all backgrounds to apply. We are committed to fostering an inclusive environment where everyone feels respected and valued.