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Salary: USD 100,000 - 125,000 / annual
Nametag is building secure digital identity solutions for enterprises. This role is the operational center of gravity for the Customer Experience organization, spanning Customer Success, Support, and PreSales Solutions Engineering.
You will own the end-to-end customer journey from POC through handover to ongoing support. This is a blended role: approximately 50% program management, 30% inbound queue traffic control, and 20% hands-on L1 support. You will not write code, but you will triage scan rejections and directory errors, track bugs through engineering, and maintain support system infrastructure. The company is AI-forward and expects you to leverage modern tooling to focus your time on judgment rather than transcription.
Key responsibilities include:
- Owning the CX operating cadence: planning, escalation reviews, and cycle input
- Maintaining CX program artifacts: support workflows, feature request processes, system configuration, and tracking systems
- Routing inbound tickets, questions, and feature requests to the appropriate team pods and ensuring nothing sits unclaimed
- Enforcing acknowledgement and response SLAs, escalating when threads go quiet
- Maintaining triage rules, severity definitions, and routing logic as documented processes
- Reporting on queue health metrics: volume, acknowledgement time, time to first response, aging, and load concentration
- Running the CX side of engineering cycle planning: structuring escalations, tracking commitments, and closing the loop with CSMs and customers
- Owning L1 ticket resolution and support onboarding for new customers
- Writing and maintaining L1 runbooks and canned responses; converting repeat questions into self-service answers
- Administering the support platform: routing, views, SLA configuration, tagging, reporting, data hygiene, and integrations with CRM and engineering ticketing
- Partnering with Ops to build the CX side of Nametag's AI program for triage, summarization, drafting, and status synthesis
You will work with Pylon and Linear for support/ticketing, HubSpot for CRM, AI tooling for workflow automation, and identity concepts including SAML, OIDC, OAuth, SCIM, SSO, and webhooks.
Qualifications:
- 3+ years in support operations, CX or service program management, technical support, or business operations
- Hands-on experience running a support queue: triage, routing, SLA management, and reporting
- Admin ownership of a support or ticketing platform such as Pylon, Linear, Intercom, or similar
- Comfort with technical subject matter: ability to read error logs, follow integration conversations, and summarize for non-technical audiences
- Clear, brief writing under time pressure, including with enterprise customers
- Sound judgment with customer, security, and commercial information
- Fluency with modern software tooling and genuine appetite for AI assistance in daily work
- Bonus: security, identity, or B2B SaaS experience; IAM concepts; coordinating support with engineering on bug intake and release cycles; knowledge base or triage taxonomy building; SOC 2 or customer security questionnaire experience
