Customer Experience Program Manager – Product Support

Job not on LinkedIn

🕒 October 20

🇺🇸 United States – Remote

💵 $100k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 23 days.
• Jobs at this company usually fill in 48 days.

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Nametag

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🏥 Healthcare

🛡️ Insurance

📦 Logistics

💰 Series unknown on 2021-02

Healthcare • Insurance • Logistics

Nametag is a workforce-focused identity verification company providing a SaaS platform that prevents deepfake impersonation and secures account recovery, onboarding, and helpdesk processes. Its Deepfake Defense™ engine combines cryptography, biometrics, and AI-resistant techniques to verify humans across channels, integrate with enterprise IAM and ITSM systems, and enable self-service MFA and password resets to reduce breaches and IT support costs.

📋 Description

• Own the CX operating cadence: planning, escalation reviews, and cycle input • Maintain CX program artifacts, including 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 escalate stalled threads • Maintain triage rules, severity definitions, and routing logic • Report on queue health, including volume, acknowledgement time, first-response time, 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 create self-service answers from repeat questions • Administer the support platform, including routing, views, SLA configuration, tagging, reporting, data hygiene, and CRM/engineering-ticketing integrations • Partner with Ops on Nametag’s AI program for triage, summarization, drafting, and status synthesis

🎯 Requirements

• 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: reading error logs, following integration conversations, and summarizing them for non-technical audiences • 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 • Applicants must be legally authorized to work in the United States for any employer without current or future need for visa sponsorship • Bonus: security, identity, or B2B SaaS experience; IAM concepts; coordinating support with engineering on bug intake and release cycles; building a knowledge base or triage taxonomy; SOC 2 or customer security questionnaire experience

🏖️ Benefits

• Meaningful equity ownership • Comprehensive medical, dental, and vision benefits • Flexible paid time off and flexible schedules • 401(k) program with employer matching • Remote-first, US-based team with quarterly in-person offsites • New computer hardware and equipment

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