{"id":2960540,"url":"https://alion.io/job/getnametag-customer-experience-program-manager-product-support","title":"Customer Experience Program Manager: Product Support","company":{"id":10519,"name":"Getnametag","domain":"getnametag.com","url":"https://alion.io/company/getnametag","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":100000,"max":125000,"currency":"USD","period":"year","gross":null,"usd_annual":125000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"IAM","optional":false},{"name":"Intercom","optional":false},{"name":"SOC 2","optional":false}],"status":"live","first_seen_at":"2026-10-20T20:55:22Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-27T16:44:32Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Team: Customer Experience\nMindset: Do you like owning the flow, not just the tickets? Read on.\nAbout Nametag\nNametag 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.\nAbout the Role\nWe’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.\nThis 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.\nResponsibilities\nOwn the CX operating cadence: planning, escalation reviews, and cycle input.\nMaintain CX program artifacts: support and feature request workflows, system configuration, and trackers.\nRoute inbound tickets, questions, and feature requests to the right TCE pod, and make sure nothing sits unclaimed.\nEnforce acknowledgement and response SLAs, and escalate when a thread goes quiet.\nMaintain triage rules, severity definitions, and routing logic as documented process.\nReport on queue health: volume, acknowledgement time, time to first response, aging, and load concentration.\nRun the CX side of engineering cycle planning: structure escalations and feature requests, track commitments, and close the loop with CSMs and customers.\nOwn L1 ticket resolution and support onboarding for new customers.\nWrite and maintain L1 runbooks and canned responses, and turn repeat questions into self-service answers.\nAdminister the support platform: routing, views, SLA config, tagging, reporting, data hygiene, and integrations with CRM and engineering ticketing.\nPartner with Ops to build the CX side of Nametag’s AI program, using AI for triage, summarization, drafting, and status synthesis.\nTools You’ll Work With\nSupport and ticketing: Pylon, Linear\nCRM: HubSpot\nAI tooling for triage, summarization, and workflow automation\nIdentity concepts our customers run on: SAML, OIDC, OAuth, SCIM, SSO, webhooks\nQualifications\n3+ years in support operations, CX or service program management, technical support, or business operations.\nHands-on experience running a support queue: triage, routing, SLA management, and reporting.\nAdmin ownership of a support or ticketing platform such as Pylon, Linear, Intercom, or similar.\nComfort with technical subject matter: you can read an error log, follow an integration conversation, and summarize it for a non-technical audience.\nClear, brief writing under time pressure, including with enterprise customers.\nSound judgment with customer, security, and commercial information.\nFluency with modern software tooling and a genuine appetite for AI assistance in daily work.\nBonus: 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.\nWho Will Succeed in This Role If\nYou track commitments without being asked, and things do not fall through you.\nYou can hold a line on response times without the friction becoming personal.\nYou’re comfortable with shifting priorities, undefined processes, and problems that are yours because you noticed them.\nYou stay curious about the technical problem, not just the flow around it.\nWhy Join\nYou’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.\nWork authorization: Applicants must be legally authorized to work in the United States for any employer without current or future need for visa sponsorship.\nCompensation & Benefits\nCompetitive salary: $100,000 - $125,000\nMeaningful equity ownership\nComprehensive medical, dental, and vision benefits\nFlexible paid time off and flexible schedules\n401(k) program with employer matching\nRemote-first, US-based team with quarterly in-person offsites\nNew computer hardware and equipment","description_format":"text","description_chars":4821,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","Identity Management","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-20T22:46:42Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":6,"expected_fill_days":27,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":125000,"is_top_pay":false},"html_url":"https://alion.io/job/getnametag-customer-experience-program-manager-product-support","json_url":"https://alion.io/job/getnametag-customer-experience-program-manager-product-support.json","meta":{"generated_at":"2026-10-27T19:12:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9740,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":10519},"rest":"https://alion.io/mcp/rest/get_company?id=10519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgetnametag-customer-experience-program-manager-product-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgetnametag-customer-experience-program-manager-product-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgetnametag-customer-experience-program-manager-product-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/getnametag-customer-experience-program-manager-product-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgetnametag-customer-experience-program-manager-product-support"}]}