Customer Experience Manager

📋 Description

• Learn the Solace systems, tools, and technology for great support.
• Use resources to provide world-class CS to clients and advocates.
• Gather and track feedback to improve customer experience and platform.
• Build strong relationships with clients and advocates; help them feel heard.
• Take action on feedback by reporting issues and sharing notes.
• Resolve inquiries via phone, email, and chat.

🎯 Requirements

• Track record leading CX or support teams in high-growth environments; hiring and coaching.
• Technical fluency: debugging browser quirks and wiring Zendesk triggers; read error logs.
• Attention to detail; identify missing processes and gaps.
• Troubleshooting mindset; invent solutions when templates don't exist.
• Feedback fluency: give and receive feedback and drive improvements.
• Calm under pressure; manage emotional volatility of patients/advocates.
• Bias for action; flag issues and own follow-through to fixes.
• Startup mindset; comfortable with ambiguity and fast pace.
• Based in the United States.

🎁 Benefits

• Remote work within the United States.
• Equity compensation.