Customer Experience Program Manager: Product Support
团队：客户体验思维方式：你喜欢拥有流量，而不仅仅是门票吗？继续阅读。关于名标名标正在建立安全的数字身份未来。我们的使命是让人们和组织方便地证明自己在线，安全无。我们开创了身份验证和账号保护，以便用户可以控制自己的身份，公司可以没有摩擦而建立信任。通过实现规模上的信任，我们帮助企业减少欺诈，简化登录并提供客户所爱的安全用户体验。我们正在聘请客户体验计划经理，成为我们的 CX 组织的运营重点：客户成功，支持和售前解决方案工程。你将拥有客户从 POC 到交付到持续支持的移动方式：一个门票去哪里，谁承认它，承诺了什么以及上个月的规划会议中是否同意的事情仍然存在。这是一个混合角色：大约50%的程序管理，30%的进口队列流量控制，20%的实践 L1支持。你不需要编写代码，但你会对拒绝和目录错误进行扫描，通过工程追踪漏洞，并维护我们支持系统的管道。我们是人工智能前进，我们希望你依靠现代工具，以便你的时间判断，而不是转录。责任 · 拥有 CX 运行序列：规划，升级审查和周期输入。· 维护 CX 程序文物：支持和功能请求工作流程，系统配置和跟踪器。· 向正确的 TCE 组件传送接入门票，问题和功能要求，并确保没有任何东西被索赔。· 执行确认和响应 SLA,并在线程沉默时升级。· 保持分类规则，严格定义和路由逻辑作为记录过程。· 报告队列健康：· 运行工程周期规划的 CX 方面：结构升级和功能要求，跟踪承诺，并与 CSM 和客户关闭循环。· 自主 L1票分辨率和支持新客户安装。·编写和维护 L1跑本和存答案，将重复问题转化为自动服务答案。·管理支持平台：路由，视图，SLA 配置，标签，报告，数据卫生以及与 CRM 合作伙伴和工程票集成。· wit
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Team: Customer Experience
Mindset:Do you like owning the flow, not just the tickets? Read on.
About Nametag
Nametag is building the future of secure digital identity. Our mission is to make it easy for people and organizations to prove who they are online, safely and seamlessly. We’re pioneering identity verification and account protection so that users can control their own identity, and companies can build trust without friction. By enabling trust at scale, we help enterprises reduce fraud, streamline onboarding, and deliver secure user experiences that customers love.
About the Role
We’re hiring a Customer Experience Program Manager to be the operational center of gravity for our CX organization: Customer Success, Support, and PreSales Solutions Engineering. You’ll own how a customer moves from POC to handover to ongoing support: where a ticket goes, who acknowledged it, what was promised, and whether the thing agreed to in last month’s planning meeting still exists.
This is a blended role: about 50% program management, 30% traffic control of the inbound queue, and 20% hands-on L1 support. You don’t need to write code, but you’ll triage scan rejections and directory errors, track bugs through engineering, and maintain the plumbing of our support systems. We’re AI-forward, and we want you to lean on modern tooling so your time goes to judgment, not transcription.
Responsibilities
- Own the CX operating cadence: planning, escalation reviews, and cycle input.
- Maintain CX program artifacts: support and feature request workflows, system configuration, and trackers.
- Route inbound tickets, questions, and feature requests to the right TCE pod, and make sure nothing sits unclaimed.
- Enforce acknowledgement and response SLAs, and escalate when a thread goes quiet.
- Maintain triage rules, severity definitions, and routing logic as documented process.
- Report on queue health: volume, acknowledgement time, time to first response, aging, and load concentration.
- Run the CX side of engineering cycle planning: structure escalations and feature requests, track commitments, and close the loop with CSMs and customers.
- Own L1 ticket resolution and support onboarding for new customers.
- Write and maintain L1 runbooks and canned responses, and turn repeat questions into self-service answers.
- Administer the support platform: routing, views, SLA config, tagging, reporting, data hygiene, and integrations with CRM and engineering ticketing.
- Partner with Ops to build the CX side of Nametag’s AI program, using AI for triage, summarization, drafting, and status synthesis.
Tools You’ll Work With
- Support and ticketing: Pylon, Linear
- CRM: HubSpot
- AI tooling for triage, summarization, and workflow automation
- Identity concepts our customers run on: SAML, OIDC, OAuth, SCIM, SSO, webhooks
Qualifications
- 3+ years in support operations, CX or service program management, technical support, or business operations.
- Hands-on experience running a support queue: triage, routing, SLA management, and reporting.
- Admin ownership of a support or ticketing platform such as Pylon, Linear, Intercom, or similar.
- Comfort with technical subject matter: you can read an error log, follow an integration conversation, and summarize it for a non-technical audience.
- Clear, brief writing under time pressure, including with enterprise customers.
- Sound judgment with customer, security, and commercial information.
- Fluency with modern software tooling and a genuine appetite for AI assistance in daily work.
- Bonus: security, identity, or B2B SaaS experience; IAM concepts; coordinating support with engineering on bug intake and release cycles; building a knowledge base or triage taxonomy; SOC 2 or customer security questionnaire experience.
Who Will Succeed in This Role If
- You track commitments without being asked, and things do not fall through you.
- You can hold a line on response times without the friction becoming personal.
- You’re comfortable with shifting priorities, undefined processes, and problems that are yours because you noticed them.
- You stay curious about the technical problem, not just the flow around it.
Why Join
You’ll be the first person to own CX operations end to end at a fast-growing security company. You’ll shape how we scale support, how customer requests reach engineering, and how AI changes the way CX runs.
Work authorization: Applicants must be legally authorized to work in the United States for any employer without current or future need for visa sponsorship.
Compensation & Benefits
- Competitive salary: $100,000 - $125,000
- Meaningful equity ownership
- Comprehensive medical, dental, and vision benefits
- Flexible paid time off and flexible schedules
- 401(k) program with employer matching
- Remote-first, US-based team with quarterly in-person offsites
- New computer hardware and equipment
Originally posted on Himalayas