Associate Care Lead, Global Customer Care (5 Days Onsite)
About the role
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. 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.
Responsibilities
- 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