Customer Experience Program Manager — Product Support

Job overview

The Customer Experience Program Manager — Product Support role is described as remote-first for a US-based team, with quarterly in-person offsites; the listing location is Chicago, IL. Compensation is $100,000–$125,000 per year. Nametag builds secure digital identity and account-protection products to help organizations verify identity and reduce fraud. The role coordinates customer experience operations across Customer Success, Support, and PreSales Solutions Engineering, connecting customer requests and support issues with engineering follow-through. It combines program management, inbound queue coordination, and hands-on first-level support to help scale reliable customer service.

What you'll do

• Own CX planning, escalation reviews, and cycle input
• maintain support and feature-request workflows, system configuration, and trackers
• route tickets and requests and enforce acknowledgement and response SLAs
• maintain triage rules and report queue health
• coordinate engineering cycle planning and close the loop with customer-facing teams and customers
• resolve L1 tickets and support customer onboarding
• maintain runbooks and canned responses
• administer support-platform routing, reporting, tagging, data hygiene, and integrations
• partner with Operations on AI-supported CX workflows.

What we're looking for

Skills & competencies

customer experience program manager

product support

nametag

remote-first

us-based team

customer experience operations

support queue

sla management

l1 support

engineering coordination

ai workflows

$100k–$125k/year

Work arrangement

• Weekend coverage required

Benefits & perks

• Meaningful equity ownership
• medical, dental, and vision benefits
• flexible paid time off and schedules
• 401(k) with employer matching
• new computer hardware and equipment.

Why this role

First person to own CX operations end to end at the company. Applicants must be legally authorized to work in the United States without current or future visa sponsorship.

About the employer

Nametag is hiring for this role. Industry: Custom Computer Programming Services. Sector: 54.