Customer Care Lead — SaaS, Flexible Hours

Phenom; Horsham (PA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Flexible hours

Career development

Perks in all locations

Job summary

Phenom in Horsham, PA seeks an Associate Care Lead to be the main partner for clients, ensuring ongoing value from Phenom platform post-launch. You will resolve critical issues, guide best practices, and drive adoption to help clients meet talent goals.

You will work onsite five days a week, collaborating with Product, Engineering, and Customer Success teams to deliver exceptional customer experiences and build lasting relationships.

Qualifications

• 2-4+ years of experience in customer support, customer success, or client-facing roles in a SaaS or tech environment.
• Customer-obsessed mindset with a passion for delivering exceptional experiences.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Comfort with technical concepts such as integrations, APIs, or SSO, or willingness to learn.

Responsibilities

• Be the Primary Partner: main contact for client inquiries and deliver exceptional customer care.
• Resolve Complex Issues: troubleshoot and resolve platform-related issues with cross-functional teams.
• Drive Adoption & Value: guide customers on platform capabilities to maximize ROI and adoption.
• Build Trusting Relationships: act as a trusted advisor for customer success.
• Proactively Monitor: monitor customer health and identify opportunities to improve their Talent Experience.
• Communicate Effectively: clearly communicate product updates to clients.
• Maintain Integrity: document all customer interactions in internal systems.
• Influence Innovation: share customer insights to shape product improvements.

Skills

Customer support

Customer success

Client-facing

Tools

Salesforce

ServiceNow

Jira

Job description

Phenom in Horsham, PA seeks an Associate Care Lead to be the main partner for clients, ensuring ongoing value from Phenom platform post-launch. You will resolve critical issues, guide best practices, and drive adoption to help clients meet talent goals.

You will work onsite five days a week, collaborating with Product, Engineering, and Customer Success teams to deliver exceptional customer experiences and build lasting relationships.