Customer Experience Program Manager
Job Summary
Owning the operational flow of customer experience, the full-time remote Customer Experience Program Manager will manage support processes, route inbound tickets, and provide hands-on Level 1 support while leveraging modern tools and AI to enhance efficiency.
Key responsibilities
- Own the CX operating cadence, including planning, escalation reviews, and cycle input
- Route inbound tickets and ensure timely acknowledgment and response according to SLAs
- Administer the support platform and maintain CX program artifacts, including workflows and system configurations
Required qualifications
- 3+ years in support operations, customer experience, or service program management
- Hands-on experience managing a support queue, including triage and SLA management
- Admin ownership of a support or ticketing platform such as Pylon or Linear
- Comfort with technical subject matter, including reading error logs and integration discussions
- Fluency with modern software tools and a genuine interest in AI applications in support processes
Complete Job Description
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