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

Phenom People Pvt Ltd•Horsham, PA

1d•$60,000 - $70,000•Onsite

About The Position

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.

Requirements

2–4+ 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.

Nice To Haves

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.

Responsibilities

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