Customer Care Lead: Remote, Proactive Support

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

Benefits offered by this job

Health and wellness benefits

Flexible hours

Vacation and holidays

Career development

Remote-friendly offices

Job summary

Phenom seeks a Customer Care Lead to ensure a phenomenal support experience for North American clients. You will own post go-live onboarding, monitor health metrics, and guide clients on processes while coordinating with Engineering, Product, and Account teams.

You will manage premium to standard support packages, engage proactively, and build trust to reduce churn. Phenom supports 24/7 coverage and after-hours as needed.

Qualifications

• Bachelor’s degree preferred and demonstrated professional experience.
• Strong written and oral communication skills across stakeholders.
• Experience with SaaS environments and web tech fundamentals.
• Familiarity with ticketing systems like Jira or ServiceNow.
• Ability to manage escalations and multi-stakeholder coordination.

Responsibilities

• Manage post go-live support relationships and guide on best practices.
• Collaborate with cross-functional teams and coordinate escalations.
• Conduct regular calls and reviews to monitor support metrics.
• Identify trends and actions to improve support health and reduce churn.
• Attend business reviews to provide status updates and insights.

Skills

Communication skills

SaaS/web technologies

Ticketing systems

Education

Bachelor's degree preferred

Tools

Jira

ServiceNow

Job description

Phenom seeks a Customer Care Lead to ensure a phenomenal support experience for North American clients. You will own post go-live onboarding, monitor health metrics, and guide clients on processes while coordinating with Engineering, Product, and Account teams.

You will manage premium to standard support packages, engage proactively, and build trust to reduce churn. Phenom supports 24/7 coverage and after-hours as needed.