Associate Care Lead, Global Customer Care (5 Days Onsite)

Associate Care Lead

Phenom is a global leader in Talent Experience Management (TXM), transforming the way organizations attract, engage, and retain talent through AI-powered solutions. We are a fast-growing, innovative team redefining the Talent Experience and making a real impact on how people connect with meaningful work.

We are seeking a highly motivated Associate Care Lead to join our Global Customer Care team. If you are a customer-first professional passionate about delivering exceptional experiences, this is your opportunity to become a trusted partner to our clients.

Location & Eligibility Requirements (Please Read Carefully)

This is a full-time, onsite position based at our headquarters in Ambler, PA, requiring Five (5) days per week on-site. Candidates must currently reside within a fifty (50) mile radius of Ambler, PA. At this time, the Company will not sponsor, transfer, or extend employment-based visas for this role. Candidates on F-1 OPT/STEM must have a minimum of three (3) years of work authorization remaining to be considered.

The Opportunity

In this role, you will be the core link between Phenom and our customers, ensuring they realize ongoing value from the Phenom platform post-launch. You will be responsible for resolving critical issues, guiding best practices, and driving platform adoption to help our clients achieve their talent acquisition and management goals.

What You'll Do

• Be the Primary Partner: Serve as the main point of contact for client inquiries and deliver exceptional customer care.
• Resolve Complex Issues: Troubleshoot and resolve platform-related issues, collaborating cross-functionally with Product, Engineering, and Customer Success teams.
• Drive Adoption & Value: Guide customers on platform capabilities and best practices to maximize their Return on Investment (ROI) and drive platform adoption.
• Build Trusting Relationships: Act as a trusted advisor and advocate for customer success by cultivating strong, lasting relationships.
• Proactively Monitor: Monitor customer health and proactively identify opportunities to improve their Talent Experience.
• Communicate Effectively: Clearly and effectively communicate product updates, enhancements, and solutions to clients.
• Maintain Integrity: Document all customer interactions and maintain accurate records within internal systems.
• Influence Innovation: Share customer insights and feedback to help shape product innovation and continuous improvement.

What You Bring

Required Qualifications

• 24+ years of experience in customer support, customer success, or client-facing roles within a SaaS or technology environment.
• A customer-obsessed mindset with a passion for delivering exceptional experiences.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to manage multiple priorities efficiently in a fast-paced, high-growth environment.
• Comfort working with technical concepts such as integrations, APIs, or Single Sign-On (SSO), or a willingness to quickly learn.

Preferred Qualifications

• Experience with CRM or support platforms (e.g., Salesforce, Service Now, Jira).
• A background in HR tech, Human Capital Management (HCM), or talent acquisition solutions is a plus.

Salary

• Expected salary range $60,000 - $70,000

Please note the Salary range is subject to change in the future in accordance with Phenom's policies

Benefits

• Benefits/programs to support holistic employee health
• Flexible hours and working schedules
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!