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Salary: USD 60,000 - 70,000 / annual
Phenom is a global leader in Talent Experience Management (TXM), using AI-powered solutions to help organizations attract, engage, and retain talent. We are seeking an Associate Care Lead to join our Global Customer Care team as a customer-first professional dedicated to delivering exceptional experiences.
In this role, you will serve as the primary point of contact between Phenom and our customers, ensuring they realize ongoing value from the Phenom platform post-launch. You will be the core link driving customer success, platform adoption, and long-term relationships.
Key Responsibilities:
- Serve as the main point of contact for client inquiries and deliver exceptional customer care
- Troubleshoot and resolve platform-related issues, collaborating cross-functionally with Product, Engineering, and Customer Success teams
- Guide customers on platform capabilities and best practices to maximize ROI and drive platform adoption
- Act as a trusted advisor and advocate for customer success by cultivating strong, lasting relationships
- Proactively monitor customer health and identify opportunities to improve their Talent Experience
- Clearly communicate product updates, enhancements, and solutions to clients
- Document all customer interactions and maintain accurate records within internal systems
- Share customer insights and feedback to help shape product innovation and continuous improvement
This is a full-time, onsite position based at headquarters in Horsham, PA, requiring five days per week on-site. Candidates must currently reside within a 50-mile radius of Horsham, PA.
Required Qualifications:
- 2–4+ years of experience in customer support, customer success, or client-facing roles within a SaaS or technology environment
- Customer-obsessed mindset with a passion for delivering exceptional experiences
- Strong communication, problem-solving, and relationship-building skills
- Ability to manage multiple priorities efficiently in a fast-paced, high-growth environment
- Comfort working with technical concepts such as integrations, APIs, or Single Sign-On (SSO), or a willingness to quickly learn
Preferred Qualifications:
- Experience with CRM or support platforms (e.g., Salesforce, Service Now, Jira)
- Background in HR tech, Human Capital Management (HCM), or talent acquisition solutions
