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Customer Experience Manager (Tech Support) - US

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SourceWhale

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Location:
United States , Boston, Tampa

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As our Customer Experience Manager, you'll be at the centre of driving the overall experience of our customer base with a focus on reactive technical support. Our Experience team is creative in finding new ways to drive the adoption and success of our users. Reporting directly into the Global Experience Team Lead based in the US, this is an opportunity to join a team with a clear remit and investment, based on a mutual goal, our clients success with SourceWhale!

Job Responsibility:

  • Covering all aspects of inbound customer support, including diagnosing and troubleshooting customer issues and owning the end-to-end ticket cycles
  • Collaborating with Product and Development teams to diagnose complex issues and maintain communication cycle with impacted users
  • Utilising all communication tools, including phones, video calls, emails and online chat to document client interactions and communicate effectively in a timely and accurate manner
  • Collecting customer feedback and collaborating with the relevant internal teams to implement necessary improvements and guide prioritisation of product enhancements
  • Continuously and proactively expand your knowledge of our products and services to better drive customer success
  • Creating and updating quality educational content like intercom articles and FAQs to support automated customer support and share best practices

Requirements:

  • Customer Success or Technical Support experience the SaaS space
  • Based in Boston or Tampa
  • Experience working with various CRM platforms
  • Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences
  • Strong listening and problem solving skills
  • Ability to work with multiple ongoing priorities and live projects
  • Ability to work cross-functionally with distributed remote teams in a startup environment
  • Driven and proactive approach with a strong willingness to learn

Nice to have:

  • Experience working for a Recruitment Technology company
  • Experience with Intercom, ZenDesk, or other ticketing platform a plus
  • Strong presentation skills
  • Strong technical acumen
What we offer:
  • 25 days holiday (not including federal holidays)
  • Macbook + any extra tech or software necessary for your role
  • Remote first business with flexible working arrangements
  • WeWork Global Access Pass
  • Private medical, dental & vision insurance
  • Extended mental health cover and Employee Assistance Programme (EAP)
  • Compassionate leave policy
  • Company trips such as Miami & New York
  • First hand experience of an early stage startup - huge ability to make an impact

Additional Information:

Job Posted:
January 03, 2026

Work Type:
Hybrid work
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