Customer Care Lead - Remote & Flexible Hours

AVP; United States; On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health and wellness benefits

Flexible hours

Generous vacation and holidays

Career development opportunities

Remote-friendly perks

Job summary

Phenom is seeking a Customer Care Lead to oversee post go-live support for North American clients and ensure a premium customer experience. You will coordinate with Engineering, Product, and Customer Value teams, manage escalations, and present metrics during business reviews.

The role emphasizes proactive relationship management, health monitoring, and delivering insights on support performance. Some after-hours coverage may be required.

Qualifications

• Bachelor’s degree preferred.
• 3+ years related, professional experience.
• Strong written and oral communication skills.
• Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge.
• Experience with a ticketing system (e.g. Jira, ServiceNow).
• Escalation management with multiple stakeholders.
• Ability to coordinate with multiple departments across the org.

Responsibilities

• Manage post go-live support relationships and guide clients on processes.
• Collaborate with Implementation teams for smooth hand-offs to support.
• Conduct monthly/quarterly support metrics reviews and client calls.
• Monitor trends and proactively address issues.
• Drive health plans for at-risk clients and nurture relationships.
• Provide status updates to executive leadership and resolve escalations.

Skills

Strong communication

SaaS technologies

Web technologies

HTML/CSS

Databases

Kibana

Education

Bachelor's degree preferred

Tools

Jira

ServiceNow

Job description

Phenom is seeking a Customer Care Lead to oversee post go-live support for North American clients and ensure a premium customer experience. You will coordinate with Engineering, Product, and Customer Value teams, manage escalations, and present metrics during business reviews.

The role emphasizes proactive relationship management, health monitoring, and delivering insights on support performance. Some after-hours coverage may be required.