Customer Experience Program Manager: Product Support

Role overview This program manager will coordinate the operating systems behind customer experience across support, customer success, and presales solutions engineering. The work blends program management, inbound queue coordination, and first-line support, connecting customer commitments and technical issues with the teams responsible for resolving them. The role also helps apply AI tools to routine CX workflows so staff can focus on judgment and customer needs.

Responsibilities - Run planning rhythms, escalation reviews, and cycle input for the customer experience organization. - Maintain workflows, trackers, support processes, triage rules, severity definitions, and routing logic. - Route incoming tickets and feature requests, monitor acknowledgements and response commitments, and escalate stalled conversations. - Report on queue volume, response times, aging work, and workload distribution. - Coordinate customer escalations and requests with engineering planning, track commitments, and close the loop with customers and success teams. - Resolve first-line issues, support onboarding, and maintain runbooks, response templates, and self-service guidance. - Administer support tooling and integrations, and work with operations on AI-assisted triage, summaries, drafting, and status updates.

Requirements - Three or more years in support operations, customer experience or service program management, technical support, or business operations. - Hands-on experience running support queues, including triage, routing, service-level management, and reporting. - Administration experience with a support or ticketing platform such as Pylon, Linear, Intercom, or a similar tool. - Ability to understand technical material such as logs and integration discussions, then explain it clearly to nontechnical audiences. - Concise writing under time pressure and sound judgment with customer, security, and commercial information. - Comfort with modern software tools and interest in using AI to assist daily work.

Nice to have Experience in security, identity, or B2B SaaS; familiarity with identity and access management concepts; engineering bug intake and release coordination; knowledge base or triage taxonomy development; or SOC 2 and customer security questionnaires.

Benefits and work setup The role is remote-first and US-based, with quarterly in-person offsites. The listed compensation is $100,000–$125,000, alongside equity, medical, dental, and vision coverage, flexible paid time off and schedules, a 401(k) with employer matching, and computer equipment. Applicants must already be authorized to work in the United States without current or future visa sponsorship.