Customer Experience Manager
About the Role
This is a pivotal role at an early-stage AI voice SaaS company, sitting at the intersection of customer success, technical support, and product development. You will own the full customer journey, from onboarding through ongoing support, and your daily insights will directly shape the product roadmap.
What You'll Do
Handle customer inquiries across email, chat, and phone, providing timely and thoughtful responses.
Troubleshoot technical issues related to telephony, SIP, and integrations, escalating to the product team when needed.
Onboard new customers and guide them through successful implementation and adoption of the platform.
Build and scale repeatable support processes that grow with the company.
Maintain and continuously improve Help Center documentation and knowledge bases.
Gather and synthesize daily customer feedback, sharing actionable insights with the product team to inform development priorities.
What We're Looking For
2 or more years of experience in customer success or support roles, ideally in B2B SaaS environments.
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