Customer Care Lead (Onsite role)
Phenom · Horsham, PA · 4 wk ago
OTHR$70k–$80k/yrFull-time
We need to output HTML fragment with sections: headings for each section that has real content. We must not repeat job title. No Job ID. Remove boilerplate like EEO, etc. We need to preserve all substantive info.
We need sections: About the role? The posting includes description of role. Could be "About the role" or "Responsibilities". The user said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections with real content.
We have content: description of role (what they do) - could be "About the role" or "Responsibilities". There's also "What You'll Do" which is responsibilities. There's "What You've Done" which is requirements/qualifications. There's "Salary Expected salary range $70,000 - $80,000" => Pay section. There's Benefits section. There's no explicit Schedule but there is mention of after-hour coverage, weekend, holiday, emergency coverage. That could be schedule info. So we could include Schedule heading with that detail.
We also have "Skills" maybe from "Proficient understanding of SaaS technologies..." etc. Could be Skills.
We need to avoid filler like "commensurate with experience". Not present.
We need to preserve all substantive info, not invent.
We must not repeat job title as heading. So no heading for "Customer Care Lead". Use headings as per list.
We need to output only HTML fragment, no /, no markdown fences.
We'll structure:
for each section that has real content. We must not repeat job title. No Job ID. Remove boilerplate like EEO, etc. We need to preserve all substantive info.
We need sections: About the role? The posting includes description of role. Could be "About the role" or "Responsibilities". The user said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections with real content.
We have content: description of role (what they do) - could be "About the role" or "Responsibilities". There's also "What You'll Do" which is responsibilities. There's "What You've Done" which is requirements/qualifications. There's "Salary Expected salary range $70,000 - $80,000" => Pay section. There's Benefits section. There's no explicit Schedule but there is mention of after-hour coverage, weekend, holiday, emergency coverage. That could be schedule info. So we could include Schedule heading with that detail.
We also have "Skills" maybe from "Proficient understanding of SaaS technologies..." etc. Could be Skills.
We need to avoid filler like "commensurate with experience". Not present.
We need to preserve all substantive info, not invent.
We must not repeat job title as heading. So no heading for "Customer Care Lead". Use headings as per list.
We need to output only HTML fragment, no /, no markdown fences.
We'll structure:
About the role
... description ...
But we also have Responsibilities section maybe separate. Could combine. Better: Use About the role for overview, Responsibilities for "What You'll Do". Requirements/Qualifications for "What You've Done". Skills for technical proficiencies. Benefits. Pay. Schedule. Let's extract text. About the role: The first paragraph: "The Customer Care Lead plays a critical role ensuring our customers have a phenomenal Phenom support experience. The Customer Care Lead is responsible for the overall support health of clients and serves as a liaison between internal Phenom teams and the customer to help Phenom deliver a better, frictionless customer experience. You will be the primary point of contact for large clients, helping them navigate their support needs, fostering strong relationships, and driving successful outcomes. You will collaborate and interact with cross-functional Phenom teams like Engineering/Development, Product, Customer Value, and Account Management, as well as other roles within Global Customer Care (GCC) like Managed Services, Operations, and Tier 1/Tier 2 Support Engineers. As a Customer Care Lead, you are in charge of onboarding clients into post go-live support and monitoring their support health through metrics reviews, sentiment and performance monitoring, as well as through calls and recordings – and taking appropriate action as needed. You will guide customers on support processes and best practices, respond to and manage case or managed services escalations, and attend business reviews to provide metrics and insights on support. The Customer Care Lead role for North American clients is focused on managing premium to standard support packages for our clients, while engaging proactively, building trust, ensuring a healthy relationship with Phenom support, all while reducing the risk of client churn." That's a lot; we can keep as paragraph. Responsibilities: "What You'll Do" list: Manage clients post go-live support relationships, guide clients on support processes and best practices, and address client escalations.Collaborate with Implementation teams for internal hand-off to support, drive customer onboarding to support (external hand-off), run/participate in client calls including regular checkpoints for escalations and monthly/quarterly support metrics reviews. Proactive trend monitoring and problem identification. Drive back to health plans for at risk clients. Nurture customer relationships and secure references.Contribute metrics and analysis for weekly internal WBR.Build strong cross-functional working relationships with Engineering, Product Management, and Customer Value teams. Engage with Executive Leadership to provide status updates and drive escalated issues to resolution.Assist with Managed Services Request communication. IRE Calls - Participant/Ad hoc decision maker (On Call List)Identify gaps, trends, and areas of improvement for the support department.Analytical and abstract thinking skills; a natural problem solver! Review and create reporting for holistic ticket and Support Engineer monitoring.Ability to switch between multiple tasks and priorities quickly and efficiently.Follow-up on and take responsibility for unresolved issues and client escalations.Grow deep Phenom product knowledge and provide input to management on customer service and support challenges.Phenom Support is staffed 24/7 which may require your availability for after-hour coverage, weekend, holiday, or emergency coverage. We could split some into bullet list. Use- for any list of duties/requirements/benefits. So we should break responsibilities into list items. Each sentence or clause could be a list item. We'll produce
- with
- for each duty.
Similarly Requirements/Qualifications: "What You've Done": Bachelor’s degree preferred.3+ years related, professional experience.Strong written and oral communication skills.Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution.Support ticketing system experience (i.e. Jira, ServiceNow).Demonstrate strong work ethic and advanced organizational skills.Escalation management experience with multiple stakeholders including customers and product teams.Ability to successfully communicate and coordinate with departments across the organization including Consulting, Engineering, Product and Customer value teams. Passion for technology and thrives in a fast-paced, ever-changing environment!
We can break into list items.
Skills: maybe from "Proficient understanding of SaaS technologies..." etc. But that's already in qualifications. Could treat as Skills separate: "Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution. Support ticketing system experience (i.e. Jira, ServiceNow)." Might be better to keep under Qualifications.
But we need to follow headings list; we can include Skills if we have content. We'll extract skills: "Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution. Support ticketing system experience (i.e. Jira, ServiceNow)." Also "Analytical and abstract thinking skills; a natural problem solver!" from responsibilities maybe skill.
We'll create Skills section with those.
Benefits: list from "Benefits" paragraph: Health and wellness benefits/programs to support holistic employee healthFlexible hours and working schedules, as well as parental leave for new parentsGenerous vacation policies & holiday time offGrowing organization with career pathing and development opportunitiesTons of perks and extras in every office and even to those who work remotely!
We'll make list.
Pay: Salary Expected salary range $70,000 - $80,000
Schedule: mention after-hour coverage, weekend, holiday, emergency coverage.
We must not include boilerplate like EEO etc. The Diversity, Equity, & Inclusion paragraph is boilerplate? It's about diversity but maybe considered EEO. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. So we should drop the Diversity, Equity, & Inclusion section.
Now produce HTML.
We'll need to ensure we don't duplicate content. Let's craft.
About the role paragraph: we can keep as is but maybe trim repetitive "The Customer Care Lead". Keep content.
Responsibilities list: produce items.
Let's list responsibilities items:
- Manage clients post go-live support relationships, guide clients on support processes and best practices, and address client escalations.
- Collaborate with Implementation teams for internal hand-off to support, drive customer onboarding to support (external hand-off), run/participate in client calls including regular checkpoints for escalations and monthly/quarterly support metrics reviews.
- Proactive trend monitoring and problem identification.
- Drive back to health plans for at‑risk clients.
- Nurture customer relationships and secure references.
- Contribute metrics and analysis for weekly internal WBR.
- Build strong cross‑functional working relationships with Engineering, Product Management, and Customer Value teams.
- Engage with Executive Leadership to provide status updates and drive escalated issues to resolution.
- Assist with Managed Services Request communication.
- IRE Calls – Participant/Ad hoc decision maker (On Call List).
- Identify gaps, trends, and areas of improvement for the support department.
- Analytical and abstract thinking skills; a natural problem solver!
- Review and create reporting for holistic ticket and Support Engineer monitoring.
- Ability to switch between multiple tasks and priorities quickly and efficiently.
- Follow‑up on and take responsibility for unresolved issues and client escalations.
- Grow deep Phenom product knowledge and provide input to management on customer service and support challenges.
- Phenom Support is staffed 24/7 which may require your availability for after‑hour coverage, weekend, holiday, or emergency coverage.
That's many.
Qualifications/Requirements list:
- Bachelor’s degree preferred.
- 3+ years related, professional experience.
- Strong written and oral communication skills.
- Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge.
- You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution.
- Support ticketing system experience (i.e. Jira, ServiceNow).
- Demonstrate strong work ethic and advanced organizational skills.
- Escalation management experience with multiple stakeholders including customers and product teams.
- Ability to successfully communicate and coordinate with departments across the organization including Consulting, Engineering, Product and Customer value teams.
- Passion for technology and thrives in a fast‑paced, ever‑changing environment!
Skills list maybe:
- Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge.
- Ability to apply technical understanding to lead next steps toward resolution (no coding required).
- Support ticketing system experience (e.g., Jira, ServiceNow).
- Analytical and abstract thinking skills; natural problem solver.
But we might duplicate with qualifications. To avoid duplication, maybe we keep Skills separate but only include items not already in Qualifications. However the instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. If we split, we must ensure we don't lose any info. If we put some items in both sections, that's duplication but not loss. Duplication may be okay but could be considered redundant. Better to keep Qualifications include all, and Skills maybe not needed. But we need to include a section only when posting has real, specific content for it. The posting does have skills mentioned; we could make Skills section with those skill-specific items (like analytical thinking, problem solver, etc.) while qualifications include experience and education. That seems reasonable.
Let's extract skills from responsibilities: "Analytical and abstract thinking skills; a natural problem solver!" Also from qualifications: "Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge." and "Support ticketing system experience (i.e. Jira, ServiceNow)." and "You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution." Those are skill-like.
We'll create Skills section with those bullet points.
Now Benefits list:
- Health and wellness benefits/programs to support holistic employee health
- Flexible hours and working schedules, as well as parental leave for new parents
- Generous vacation policies & holiday time off
- Growing organization with career pathing and development opportunities
- Tons of perks and extras in every office and even to those who work remotely!
Pay:
Expected salary range: $70,
- for each duty.
Similarly Requirements/Qualifications: "What You've Done": Bachelor’s degree preferred.3+ years related, professional experience.Strong written and oral communication skills.Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution.Support ticketing system experience (i.e. Jira, ServiceNow).Demonstrate strong work ethic and advanced organizational skills.Escalation management experience with multiple stakeholders including customers and product teams.Ability to successfully communicate and coordinate with departments across the organization including Consulting, Engineering, Product and Customer value teams. Passion for technology and thrives in a fast-paced, ever-changing environment!
We can break into list items.
Skills: maybe from "Proficient understanding of SaaS technologies..." etc. But that's already in qualifications. Could treat as Skills separate: "Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution. Support ticketing system experience (i.e. Jira, ServiceNow)." Might be better to keep under Qualifications.
But we need to follow headings list; we can include Skills if we have content. We'll extract skills: "Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge. You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution. Support ticketing system experience (i.e. Jira, ServiceNow)." Also "Analytical and abstract thinking skills; a natural problem solver!" from responsibilities maybe skill.
We'll create Skills section with those.
Benefits: list from "Benefits" paragraph: Health and wellness benefits/programs to support holistic employee healthFlexible hours and working schedules, as well as parental leave for new parentsGenerous vacation policies & holiday time offGrowing organization with career pathing and development opportunitiesTons of perks and extras in every office and even to those who work remotely!
We'll make list.
Pay: Salary Expected salary range $70,000 - $80,000
Schedule: mention after-hour coverage, weekend, holiday, emergency coverage.
We must not include boilerplate like EEO etc. The Diversity, Equity, & Inclusion paragraph is boilerplate? It's about diversity but maybe considered EEO. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. So we should drop the Diversity, Equity, & Inclusion section.
Now produce HTML.
We'll need to ensure we don't duplicate content. Let's craft.
About the role paragraph: we can keep as is but maybe trim repetitive "The Customer Care Lead". Keep content.
Responsibilities list: produce items.
Let's list responsibilities items:
- Manage clients post go-live support relationships, guide clients on support processes and best practices, and address client escalations.
- Collaborate with Implementation teams for internal hand-off to support, drive customer onboarding to support (external hand-off), run/participate in client calls including regular checkpoints for escalations and monthly/quarterly support metrics reviews.
- Proactive trend monitoring and problem identification.
- Drive back to health plans for at‑risk clients.
- Nurture customer relationships and secure references.
- Contribute metrics and analysis for weekly internal WBR.
- Build strong cross‑functional working relationships with Engineering, Product Management, and Customer Value teams.
- Engage with Executive Leadership to provide status updates and drive escalated issues to resolution.
- Assist with Managed Services Request communication.
- IRE Calls – Participant/Ad hoc decision maker (On Call List).
- Identify gaps, trends, and areas of improvement for the support department.
- Analytical and abstract thinking skills; a natural problem solver!
- Review and create reporting for holistic ticket and Support Engineer monitoring.
- Ability to switch between multiple tasks and priorities quickly and efficiently.
- Follow‑up on and take responsibility for unresolved issues and client escalations.
- Grow deep Phenom product knowledge and provide input to management on customer service and support challenges.
- Phenom Support is staffed 24/7 which may require your availability for after‑hour coverage, weekend, holiday, or emergency coverage.
That's many.
Qualifications/Requirements list:
- Bachelor’s degree preferred.
- 3+ years related, professional experience.
- Strong written and oral communication skills.
- Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge.
- You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution.
- Support ticketing system experience (i.e. Jira, ServiceNow).
- Demonstrate strong work ethic and advanced organizational skills.
- Escalation management experience with multiple stakeholders including customers and product teams.
- Ability to successfully communicate and coordinate with departments across the organization including Consulting, Engineering, Product and Customer value teams.
- Passion for technology and thrives in a fast‑paced, ever‑changing environment!
Skills list maybe:
- Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge.
- Ability to apply technical understanding to lead next steps toward resolution (no coding required).
- Support ticketing system experience (e.g., Jira, ServiceNow).
- Analytical and abstract thinking skills; natural problem solver.
But we might duplicate with qualifications. To avoid duplication, maybe we keep Skills separate but only include items not already in Qualifications. However the instruction: Preserve ALL substantive information; do NOT invent or summarize away detail. If we split, we must ensure we don't lose any info. If we put some items in both sections, that's duplication but not loss. Duplication may be okay but could be considered redundant. Better to keep Qualifications include all, and Skills maybe not needed. But we need to include a section only when posting has real, specific content for it. The posting does have skills mentioned; we could make Skills section with those skill-specific items (like analytical thinking, problem solver, etc.) while qualifications include experience and education. That seems reasonable.
Let's extract skills from responsibilities: "Analytical and abstract thinking skills; a natural problem solver!" Also from qualifications: "Proficient understanding of SaaS technologies, web technologies, HTML/CSS, database, and/or Kibana knowledge." and "Support ticketing system experience (i.e. Jira, ServiceNow)." and "You do not need to know how to code, but how to apply that understanding and lead next steps towards resolution." Those are skill-like.
We'll create Skills section with those bullet points.
Now Benefits list:
- Health and wellness benefits/programs to support holistic employee health
- Flexible hours and working schedules, as well as parental leave for new parents
- Generous vacation policies & holiday time off
- Growing organization with career pathing and development opportunities
- Tons of perks and extras in every office and even to those who work remotely!
Pay: