Customer Experience Manager at Merck - SaaS

Merck has an open Customer Experience Manager position — a chance to work with a talented team on meaningful work. This position is based in Austin, offering a collaborative in-person work environment.

About Merck

Merck & Co. develops and manufactures prescription medicines, vaccines, biologic therapies, and animal health products.

About the Role

As a Customer Experience Manager at Merck - SaaS at Merck, you will respond to customer inquiries via email, chat, and phone in a timely manner while contributing to the team's objectives and broader company goals.

Merck is based in Austin, and this role is expected to work from the office. This provides opportunities for face-to-face collaboration, mentorship, and team building. Specific work arrangements are discussed during the interview process.

About the Team

You will join a team of 22 professionals working on customer support projects. The team collaborates with cross-functional partners to deliver projects on time and maintain high standards of work.

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely manner
• Troubleshoot and resolve technical and account-related issues
• Document interactions and maintain accurate customer records in the CRM
• Identify recurring issues and escalate to product or engineering teams
• Create and maintain knowledge base articles and support documentation
• Contribute to customer satisfaction initiatives and process improvements

Requirements

• Experience in a customer support or client-facing role (SaaS preferred)
• Strong written and verbal communication skills in English
• Proficiency with CRM platforms (Salesforce, HubSpot, Zendesk, or similar)
• Problem-solving mindset with attention to detail
• Ability to manage multiple cases simultaneously in a fast-paced environment
• Empathy and patience when handling customer concerns

What We Offer

• $49,492 – $65,187 per year


• Health and wellness benefits


• Retirement savings plans


• Paid time off and holiday schedule


• Learning and development opportunities


• Flexible working arrangements


• Employee wellness programs


• Team building activities

Benefits vary by location, employment type, and individual circumstances. Review the full job posting for complete details.

Career Growth

Merck supports professional growth through mentorship, learning budgets, and defined career paths. Team members are encouraged to develop new skills and take on increasing responsibility over time.

Location

This position is based in Austin. Candidates should be based in or willing to relocate to the specified location. Our office provides a collaborative environment with modern amenities.

How to Apply

If you are ready to make an impact at Merck, we encourage you to apply. Submit your application through the link below and a member of the recruitment team will be in touch. We review applications on a rolling basis and aim to respond within 5 business days.

Frequently Asked Questions

Is the Customer Experience Manager position at Merck remote?

This Customer Experience Manager role at Merck is based on-site in Austin.

What is the salary range for this Customer Experience Manager role?

The salary range for this position is USD 49,492 - 65,187 per year, depending on experience.

What qualifications are needed for this role?

Merck is looking for candidates with relevant experience and skills matching the requirements listed above. Entry-level and experienced candidates are both encouraged to apply where indicated.