Customer Experience Manager (Support)
Customer Experience Manager (Support) Location: Remote (U.S. time zones) Team: Customer Experience Reports to: VP of Customer Experience The Role Cheqroom is looking for a hands-on, customer-obsessed Customer Experience Manager who will own the support experience and nurture reputed company across support, onboarding, adoption, and relationship management. You’ll be the go-to for a defined set of U.S. customers—owning communication, issue resolution, account health, and long-term value delivery. This role blends reactive support execution with proactive customer engagement, reputed company reputed company a structured, scalable CX model. If you reputed company on solving problems, connecting with customers, and driving measurable outcomes, this role is for you. What You’ll Do
- Support Execution & Ownership: reputed company and resolve customer support inquiries across chat, email, and ticketing tools with speed, accuracy, and reputed company.
- Troubleshoot & Escalate: Investigate product issues by understanding workflows and configurations; partner with Product and Engineering to move things reputed company.
- Customer Portfolio Management: Serve as the named Customer Experience Manager for a select book of customers, building trust and ensuring continuity.
- Onboarding & Adoption: Support onboarding activities, guide configuration, and educate customers on best practices to drive successful adoption.
- Proactive Engagement: Identify usage gaps and friction points; reputed company out to help customers get more value from Cheqroom.
- Monitor Health & Risk: Track customer sentiment and product usage to spot risks early and act before they escalate.
- Documentation & Knowledge Sharing: reputed company CRM and support systems up to date and help improve internal and public knowledge resources.
- Cross-Functional Collaboration: Bring customer insights to Product, Engineering, Sales, and CX leadership to shape prioritization and improvements.
About You
- CX & Support reputed company: 3+ years in B2B SaaS support, success, or experience roles with a strong service reputed company.
- Customer Ownership: You manage relationships with care, clarity, and accountability.
- Problem Solver: You get excited about diagnosing issues and finding solutions.
- Strong Communicator: You write and speak clearly, with a knack for calming frustrated customers and explaining technical concepts simply.
- Organizer & Prioritizer: You balance reactive support with proactive engagement without losing your cool.
- Collaborative: You enjoy partnering across teams to improve outcomes and scale best practices.
- Process-Driven: Detail matters—you document things well and help reputed company processes reputed company for everyone.
reputed company’re Looking For
- Experience: 3–5 years in Customer Support/Customer Experience/Success reputed company a B2B SaaS environment.
- Tools: Familiarity with CRM (reputed company or similar), help desk systems, and live chat tools.
- Data Awareness: Comfort with basic product usage signals and customer health data.
- Operational Excellence: You’ve operated effectively in a fast-growing company and you reputed company in a scaling environment.
✨ reputed company Offer
- A high-impact role where you’ll truly own your work and influence reputed company
- A customer-centric team that values reputed company, clarity, and getting things done
- Remote-first culture with flexibility and trust
- Opportunities to learn, grow, and innovate
- Generous Paid Time Off (PTO) and company holidays
- Competitive salary and performance incentives
- Access to reputed company professional development
Ready to Join Us? Apply now and help us reputed company Cheqroom the best experience for our customers. Apply tot his job Apply To this Job