Solace

Customer Experience Manager

Solace

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $85,000 - $105,000 per year

About the role

  • Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience
  • Use the resources we supply to provide world-class CS to our clients and advocates
  • Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform
  • Build strong relationships with our clients and advocates, helping them feel heard and understood
  • Take action based on the feedback you receive by reporting issues and sharing detailed notes
  • Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat

Requirements

  • Empathy deepened by rigor: You feel what the customer feels and still demand measurable results.
  • A track record of managing CX or support teams in a high-growth, high-stakes environment; you’ve hired, coached, and, when necessary, parted ways with underperformers.
  • Obsessive attention to detail; you spot the missing comma and the systemic process gap in the same glance.
  • Technical fluency: you debug browser quirks one minute and wire up a Zendesk trigger the next. (We love a manager who can read an error log.)
  • A troubleshooting mindset and the creativity to invent solutions when no template exists.
  • Feedback fluency: you give it early, receive it gratefully, and turn it into fuel for improvement.
  • Comfort with emotional volatility: whether a patient is panicked about a surgery or an advocate is juggling competing priorities, you stay calm, incisive, and relentlessly constructive.
  • Bias for action: if something drags our customers down, you flag it loud, propose the fix, and own the follow-through.
  • Startup reflexes: priorities shift, ambiguity reigns, and the only constant is the mandate to make things better fast
  • Applicants must be based in the United States.
Benefits
  • Offers Equity 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
debuggingZendeskcustomer experience managementtroubleshootingerror log reading
Soft Skills
empathyattention to detailcreativityfeedback fluencycalmness under pressurebias for actionadaptabilityrelationship building