CX Operations Lead - Remote, AI-Driven Support

Nametag; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Equity ownership

Flexible PTO and schedules

401(k) with employer matching

Remote-first, US-based team with in‑p

New computer hardware

Job summary

You’ll triage inbound requests, enforce SLAs, and partner with engineering on bugs while shaping configuration, runbooks, and knowledge assets. The role emphasizes AI-assisted triage and self-service enablement, with a focus on scalable, secure customer experiences.

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: 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.

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 ensure nothing sits unclaimed.
• Enforce acknowledgement and response SLAs, and elevate 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.

Skills

Support operations

Queue management

SLA management

Written communication

AI tooling familiarity

Security awareness

Customer focus

Tools

Pylon

Linear

HubSpot

AI tooling

Job description

You’ll triage inbound requests, enforce SLAs, and partner with engineering on bugs while shaping configuration, runbooks, and knowledge assets. The role emphasizes AI-assisted triage and self-service enablement, with a focus on scalable, secure customer experiences.