Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between. At Caylent, our people always come first. We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! The Mission We are seeking a detail-oriented Customer Experience (CX) Manager to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences. This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty. Your Assignment Customer Engagement & Data Collection - Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders - Manage survey collection through various channels including live meetings, email and project team collected responses - Ensure consistent data collection processes and maintain high response rates Data Analysis & Insight Generation - Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern - Review and categorize qualitative customer feedback to identify recurring themes and pain points - Synthesize complex customer data into clear, actionable recommendations - Track metrics against customer experience benchmarks and goals Strategic Reporting & Presentation - Create comprehensive reports and dashboards that communicate customer sentiment to leadership - Present findings and recommendations to executives, department heads, and cross-functional teams - Develop compelling narratives that connect customer feedback to business impact - Facilitate customer experience review meetings with organizational leaders Required Qualifications - 3+ years experience in a customer experience role, professional services, or customers relationship management - Strong analytical skills with experience in statistical analysis and reporting - Excellent written and verbal communication skills - Experience presenting to senior leadership and stakeholders - Excellent time management with the ability to prioritize tasks and manage engagement coverage workload - Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments Preferred Qualifications - Experience with CRM systems and customer feedback management platforms - Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools - Knowledge of customer experience methodologies and best practices - Working knowledge of AWS cloud offerings and solutions - Knowledge and understanding of cloud industry trends and new technologies - Data analytics basics; viewing customer feedback data and proposing process changes - Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner Benefits - Medical Insurance for you and eligible dependents - 401k plan with company match up to 4% and immediate vesting - Competitive phantom equity - Company issued laptop - Dental and Vision insurance - Term Disability Insurance - Term Life Insurance - Flexible Spending Account - Equipment & Office Stipend - Annual stipend for Learning and Development - Unlimited Paid Time Off - 10 Paid Holidays Base Salary Range: The expected base salary range for this position is $83,000 - $102,000 per year, commensurate with experience and qualifications. Additional Compensation Components: In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance. NOTE: We’re unable to provide visa sponsorship now or at any time in the future. At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact talent@caylent.com Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at hr@caylent.com.

Role Overview We are expanding our remote team and seeking individuals who enjoy supporting clients and managing multiple responsibilities. In this role, you will assist with coordinating reservations and related services, which may include accommodations, activities, transportation arrangements, and event-based services. This is an ideal role for candidates who are organized, communicate effectively, and are comfortable working independently in a remote environment while collaborating with a distributed team. Key Responsibilities Assist clients with coordinating personalized service arrangements Research and compare available options to meet client preferences Confirm reservations and ensure accuracy of details Provide clear, professional communication via email and phone Support updates, modifications, and service-related inquiries Maintain accurate records and documentation Complete required training What We Offer 100% remote Flexible schedule Ongoing training and professional development Collaborative team environment Qualifications Authorized to work in the US, UK, Mexico, Australia, or Spain Must be at least 18 years old Strong written and verbal English communication skills Reliable internet connection and smartphone (computer is strongly recommended) Strong customer service experience is preferred

About You You’re a jack-of-all-trades with a passion for cool technology and interacting with people and making them happy. You’re a self-starter who’s good at triaging problems and working on the most important one. You’ve worked directly with customers for a long time and are comfortable being the face of the company to them. One of the things that pleases you most in life is customers successfully using your product, being thrilled with its value, and telling you they’re happy they partnered with you. Further, you’re a curious person, and you’d love the opportunity to work with a technology team that includes data scientists, algorithm experts, and front-end engineers to expand your knowledge. About Us Constructor.io powers product search and discovery for some of the largest retailers in the world, like Sephora and Backcountry. We serve billions of requests every year, and you’ve probably seen our results somewhere and used our product without knowing it. We differentiate ourselves by focusing on metrics over features, and reinventing search and discovery from the ground up as a machine learning challenge with the specific goal of improving metrics like revenue. We have grown several hundred percent YoY for the last 2 years and have customers in every eCommerce vertical, around the world, and spanning many languages.   We’re a passionate team of technologists who love solving problems and want to make our customers’ and coworkers’ lives better. We value empathy, openness, curiosity, continuous improvement, and are excited by metrics that matter. We believe that empowering everyone in a company to do what they think is best can lead to great things. About the Position As a Customer Success Manager, you’ll be joining a rapidly growing team that helps our customers increase their revenue by improving the search and product discovery experiences of their websites and mobile apps through integrating with our services.  Your specific responsibilities will include: - Repaying our customers’ trust through ensuring they get live with our product and are thrilled with the results - Understand the needs and roles within the enterprise organizations we work with and help to manage prioritizations and misalignments. If two people within a customer ask for different things, your team must understand how to prioritize for the success of the organization without hurting feelings - Helping craft and dictate both internal and external narratives for what’s needed to make a customer successful - Effectively asking for and managing engineering time to ensure important work for customers is prioritized and unimportant requests are resolved with minimal to no engineering resources - Fielding and troubleshooting customer support requests - Creating and updating customer documentation and training materials as needed - Always looking for new ways you can make our integration process more robust and make customers feel even more successful

About You You’re a jack-of-all-trades with a passion for cool technology and interacting with people and making them happy. You’re a self-starter who’s good at triaging problems and working on the most important one. You’ve worked directly with customers for a long time and are comfortable being the face of the company to them. One of the things that pleases you most in life is customers successfully using your product, being thrilled with its value, and telling you they’re happy they partnered with you. Further, you’re a curious person, and you’d love the opportunity to work with a technology team that includes data scientists, algorithm experts, and front-end engineers to expand your knowledge. About Us Constructor.io powers product search and discovery for some of the largest retailers in the world, like Sephora and Backcountry. We serve billions of requests every year, and you’ve probably seen our results somewhere and used our product without knowing it. We differentiate ourselves by focusing on metrics over features, and reinventing search and discovery from the ground up as a machine learning challenge with the specific goal of improving metrics like revenue. We have grown several hundred percent YoY for the last 2 years and have customers in every eCommerce vertical, around the world, and spanning many languages.   We’re a passionate team of technologists who love solving problems and want to make our customers’ and coworkers’ lives better. We value empathy, openness, curiosity, continuous improvement, and are excited by metrics that matter. We believe that empowering everyone in a company to do what they think is best can lead to great things. About the Position As a Customer Success Manager, you’ll be joining a rapidly growing team that helps our customers increase their revenue by improving the search and product discovery experiences of their websites and mobile apps through integrating with our services.  Your specific responsibilities will include: - Repaying our customers’ trust through ensuring they get live with our product and are thrilled with the results - Understand the needs and roles within the enterprise organizations we work with and help to manage prioritizations and misalignments. If two people within a customer ask for different things, your team must understand how to prioritize for the success of the organization without hurting feelings - Helping craft and dictate both internal and external narratives for what’s needed to make a customer successful - Effectively asking for and managing engineering time to ensure important work for customers is prioritized and unimportant requests are resolved with minimal to no engineering resources - Fielding and troubleshooting customer support requests - Creating and updating customer documentation and training materials as needed - Always looking for new ways you can make our integration process more robust and make customers feel even more successful