Remote CX Operations & Lifecycle Lead

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

Job summary

You will triage, route, and track tickets, enforce SLAs, and help scale Nametag's customer experience. This remote-first, US-based team offers equity, medical benefits, and flexible schedules while requiring work authorization in the United States.

Qualifications

• 3+ years in CX or support program management.
• Hands-on queue management: triage, routing, SLA reporting.
• Admin ownership of a support or ticketing platform (Pylon, Linear, Intercom).
• Ability to read error logs and summarize integrations for a non-technical audience.
• Excellent written communication with enterprise customers.

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

SLA management

Technical reading

Clear writing

AI tooling

Tools

Pylon

Linear

HubSpot

Intercom

AI tooling

Job description

You will triage, route, and track tickets, enforce SLAs, and help scale Nametag's customer experience. This remote-first, US-based team offers equity, medical benefits, and flexible schedules while requiring work authorization in the United States.