Customer Experience Program Manager: Product Support

Nametag · Remote, United States

Team:

Customer Experience

Mindset:

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.
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.
Own the CX operating cadence: planning, escalation reviews, and cycle input.
Maintain CX program artifacts: support and feature request workflows, system configuration, and trackers.
Maintain triage rules, severity definitions, and routing logic as documented process.
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.
Support and ticketing: CRM: HubSpot
Identity concepts our customers run on: SAML, OIDC, OAuth, SCIM, SSO, webhooks
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.
~ 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.
~ Bonus: security, identity, or B2B SaaS experience; coordinating support with engineering on bug intake and release cycles; building a knowledge base or triage taxonomy; SOC 2 or customer security questionnaire experience.

You can hold a line on response times without the friction becoming personal.
You’re comfortable with shifting priorities, undefined processes, and problems that are yours because you noticed them.
You’ll be the first person to own CX operations end to end at a fast-growing security company. You’ll shape how we scale support, how customer requests reach engineering, and how AI changes the way CX runs.
Applicants must be legally authorized to work in the United States for any employer without current or future need for visa sponsorship.
Meaningful equity ownership
~ Comprehensive medical, dental, and vision benefits
~ Flexible paid time off and flexible schedules
~Remote-first, US-based team with quarterly in-person offsites
~ New computer hardware and equipment