CX Program Lead - Remote, Equity, Flexible PTO

OpenKrill; United States; Remote; USD 100,000 - 125,000; Full time

Benefits offered by this job

Equity ownership

Comprehensive benefits

Remote-first

401(k) matching

Quarterly in-person offsites

Job summary

Nametag is hiring a Customer Experience Program Manager to own the CX operations across Customer Success, Support, and PreSales Solutions Engineering. You’ll oversee from POC to ongoing support, including ticket routing, acknowledgments, and promises tracking, with an emphasis on AI-forward tooling.

The role blends program management, inbound queue control, and hands-on L1 support, without coding, focusing on triage, bug tracking, and ITSA plumbing for efficient customer experiences.

Qualifications

• 3+ years in support operations, CX or service program management, or related fields.
• Hands‑on experience running a support queue: triage, routing, SLA management.
• Admin ownership of a support or ticketing platform such as Pylon, Linear, Intercom.
• Comfort with technical subject matter; can read logs and summarize for non‑tech audiences.
• Clear, brief writing under time pressure, including for enterprise customers.
• Judgment across customer, security, and commercial information.
• Fluency with modern software tooling and a willingness to leverage AI tools.
• Bonus: IAM, security, or B2B SaaS experience; knowledge base/taxonomy work.

Responsibilities

• Own the CX operating cadence: planning, escalation reviews, and cycle input.
• Maintain CX program artifacts: support workflows, feature requests, and trackers.
• Route inbound tickets and requests to the proper TCE pod; ensure no items sit unclaimed.
• Enforce acknowledgement and response SLAs; escalate when threads go quiet.
• Maintain triage rules, severity definitions, and routing logic per documented processes.
• Report on queue health: volume, acknowledgement time, first response, aging, load.
• Run CX side of engineering cycle planning; structure escalations and track commitments.
• Own L1 ticket resolution and onboarding for new customers.
• Write and maintain L1 runbooks and canned responses; build self-service content.
• Administer the support platform: routing, views, SLA config, tagging, reporting.
• Partner with Ops to build CX‑AI programs for triage, summarization, and status synthesis.

Skills

Support operations

Queue management

Ticketing platforms

Technical reading

Enterprise writing

AI tooling awareness

Security IAM basics

Tools

Pylon

Linear

HubSpot

Intercom

Job description

Nametag is hiring a Customer Experience Program Manager to own the CX operations across Customer Success, Support, and PreSales Solutions Engineering. You’ll oversee from POC to ongoing support, including ticket routing, acknowledgments, and promises tracking, with an emphasis on AI-forward tooling.

The role blends program management, inbound queue control, and hands-on L1 support, without coding, focusing on triage, bug tracking, and ITSA plumbing for efficient customer experiences.