Customer Experience Program Manager – Product Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the CX operational rhythm: planning, review of escalations, and cycle inputs.

• Sustain CX program documentation, which includes support and feature request workflows, system configurations, and trackers.

• Direct incoming tickets, inquiries, and feature requests to the appropriate TCE pod, ensuring that nothing remains unaddressed.

• Uphold acknowledgement and response SLAs while escalating any stalled discussions.

• Maintain triage criteria, severity classifications, and routing protocols.

• Provide reports on queue performance, covering metrics such as volume, acknowledgment time, initial response time, aging, and load distribution.

• Manage the CX aspect of engineering cycle planning, organize escalations and feature requests, monitor commitments, and communicate outcomes with CSMs and customers.

• Oversee L1 ticket resolutions and provide support onboarding for new clients.

• Draft and update L1 runbooks and standardized responses, along with creating self-service solutions for frequently asked questions.

• Administer the support platform, including routing, view configurations, SLA settings, tagging, reporting, data management, and integrations with CRM/engineering ticketing systems.

• Collaborate with Ops on Nametag’s AI initiative for triage, summarization, drafting, and status synthesis.

⛳️ Requirements

• A minimum of 3 years in support operations, customer experience (CX) or service program management, technical support, or business operations.

• Practical experience in managing a support queue: triage, routing, SLA management, and reporting.

• Administrative ownership of a support or ticketing platform such as Pylon, Linear, Intercom, or similar tools.

• Familiarity with technical content: interpreting error logs, engaging in integration discussions, and summarizing these for non-technical audiences.

• Ability to write clearly and concisely under pressure, particularly when communicating with enterprise clients.

• Good judgment with respect to customer, security, and commercial information.

• Proficiency with contemporary software tools and a genuine enthusiasm for AI support in everyday tasks.

• Candidates must be legally permitted to work in the United States for any employer without the need for current or future visa sponsorship.

• Bonus: experience in security, identity, or B2B SaaS; knowledge of IAM concepts; coordinating support with engineering on bug intake and release cycles; building a knowledge base or triage taxonomy; experience with SOC 2 or customer security questionnaires.

🏝️ Benefits

• Significant equity ownership.

• Comprehensive medical, dental, and vision insurance.

• Flexible paid time off and adaptable work schedules.

• 401(k) plan with employer matching.

• Remote-first, US-based team with quarterly in-person gatherings.

• Provision of new computer hardware and equipment.