nametag · Remote
Team: Customer Experience Mindset: Do you like owning the flow, not just the tickets? Read on. About Nametag Nametag is building the future of secure digital identity. Our mission is to make it easy for people and organizations to prove who they are online, safely and seamlessly. We’re pioneering identity verification and account protection so that users can control their own identity, and companies can build trust without friction. By enabling trust at scale, we help enterprises reduce fraud, streamline onboarding, and deliver secure user experiences that customers love. About the Role We’re hiring a Customer Experience Program Manager to be the operational center of gravity for our CX organization: Customer Success, Support, and PreSales Solutions Engineering. You’ll own how a customer moves from POC to handover to ongoing support: where a ticket goes, who acknowledged it, what was promised, and whether the thing agreed to in last month’s planning meeting still exists. This is a blended role: about 50% program management, 30% traffic control of the inbound queue, and 20% hands-on L1 support. You don’t need to write code, but you’ll triage scan rejections and directory errors, track bugs through engineering, and maintain the plumbing of our support systems. We’re AI-forward, and we want you to lean on modern tooling so your time goes to judgment, not transcription. 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 make sure nothing sits unclaimed. Enforce acknowledgement and response SLAs, and escalate 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…
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