User Experience Designer

Overview

We’re seeking a systematic-thinking UX Designer. In this role, you’ll be instrumental in defining, building, and documenting our design system for tools used by all associates globally. Your work will enable builder teams to create consistent, efficient, and intuitive experiences that elevate how our client delivers customer service.

• Duration: 12 months
• Location: Remote
• Timezone: PST hours
• Background check required prior to the start date 

What Sets You Apart:
• Ability to distill complex design concepts into clear, actionable documentation
• Strong systems thinking with attention to both big picture and details
• Excellence in creating self-service resources that enable teams to work independently
• Experience working in fast-paced, technical environments
• Interest in customer service technology and associate experience improvement

Our team values clarity, consistency, and innovation. We’re looking for someone who can create scalable design solutions and empower builder teams through clear documentation and guidelines, while always keeping our customer service associates’ needs at the forefront of decision-making. This role will help shape the future of how they deliver customer service at scale, by creating and documenting the building blocks that enable teams to build bar-raising experiences for our associates and customers.

What You’ll Do:
• Lead the design and evolution of our customer service design system components and patterns
• Create comprehensive documentation that clearly communicates usage guidelines, best practices, and implementation details for design system components
• Develop detailed pattern libraries with examples, use cases, and rationale to enable builder teams to make informed decisions
• Write clear, accessible documentation that helps teams understand both how and why specific components and patterns should be used
• Partner with product, engineering, and research teams to understand associate needs and workflows, translating complex requirements into scalable design solutions
• Create self-service resources that enable builder teams to implement design patterns independently
• Conduct research and usability testing to validate design system components and patterns
• Drive adoption through clear communication and education materials

Basic Qualifications:
• 7+ years of experience in UX design, with significant focus on design systems or component libraries
• Experience working on large-scale enterprise design systems
• Strong portfolio demonstrating systematic thinking and component-based design solutions
• Excellent written communication skills with experience creating technical documentation
• Proficiency in modern design tools (Figma, Adobe Creative Suite) and prototyping tools
• Bachelor’s degree in Design, HCI, or equivalent practical experience
• Experience with design tokens, accessibility standards, and scaling design across multiple products

Preferred Qualifications:
• Experience designing enterprise software or internal tools
• Strong documentation skills with examples of pattern libraries or style guides you’ve created
• Knowledge of front-end development principles and ability to collaborate effectively with engineers
• Understanding of service design and how it applies to customer service operations
• Experience with design ops and design system governance
• Strong presentation skills and ability to influence cross-functional stakeholders
• Background in working with global teams and considering international design requirements

The target hiring compensation range for this role is $88.00 to $98.00 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.