Customer Experience Program Manager: Product Support

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