Lead and develop a team of Guest Experience Managers to deliver exceptional service for high-profile guests.
Coach team through the trip lifecycle from qualifying needs to post-trip outreach.
Champion guest and host experience while managing escalations and cross-functional collaboration.
Airbnb is a hospitality platform that connects hosts with guests for unique stays and experiences worldwide. It has grown to over 5 million hosts and 2 billion guest arrivals, with a culture of inclusion and belonging.
Lead, coach, and develop a team of Customer Support Leads to deliver exceptional support to hoteliers.
Act as primary escalation point for complex customer issues, drawing on hotel operations background to drive resolution.
Own and drive key support metrics, including CSAT, NPS, SLA adherence, and First Contact Resolution.
Cloudbeds builds an intelligently designed platform for hospitality, powering properties across 150 countries with billions in bookings annually. With over 650 employees across 40+ countries, they are a remote-first team that values innovation and collaboration.
Lead and transform the support organization by designing scalable processes, playbooks, and operating rhythms.
Develop a high-performing team through coaching, accountability, and continuous improvement.
Drive operational excellence by monitoring metrics, improving customer experience, and leveraging AI for efficiency.
HappyCo builds mobile and cloud solutions for real-time property data, with over 5 million units on its platform. The company fosters a flexible, inclusive, and supportive culture with a focus on community and growth.
Lead a high-performing sales team to drive MRR expansion and growth across a growing partner base.
Build an inclusive work environment, establish clear KPIs, and collaborate with cross-functional partners.
Travel to key markets for sales support and to ensure optimal customer experience.
SevenRooms helps restaurant operators manage guest relationships and drive growth through its operator-first platform. The team is composed of strategic thinkers and passionate relationship-builders focused on hospitality.
Act as a strategic operational partner during the critical post-launch window, empowering clients to transform their properties.
Analyze live data flows, troubleshoot integrations, and design processes to eliminate live-environment friction.
Personalize every interaction, shielding clients from technical overwhelm and delivering an experience of Unreasonable Hospitality.
Cloudbeds provides an intelligently designed platform that powers properties across 150 countries, processing billions in bookings annually. We are 650+ employees across 40+ countries, with a diverse team speaking 30+ languages.
Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention.
Apply deep hospitality or hospitality-technology experience to every escalation and process decision, understanding property operations and distribution.
Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way, prioritizing accuracy over scale.
Cloudbeds is transforming hospitality with an intelligently designed platform that powers properties across 150 countries, processing billions in bookings annually. The company is a completely remote team of over 650 employees across 40+ countries, named the World's Best Hotel PMS Solutions Provider and featured on Deloitte's Technology Fast 500.
Manage guest communications across Airbnb, VRBO, Booking.com, phone, and text channels, meeting agreed response-time SLAs.
Resolve guest inquiries and common issues in real time using sound judgment, urgency, and property-specific information.
Escalate complex guest, maintenance, or property-readiness issues to appropriate stakeholders while maintaining ownership of frontline resolution.
Our client is a fast-growing short-term rental and property management company overseeing nearly 200 vacation rental properties across multiple US markets. Their culture is collaborative, entrepreneurial, and results-oriented, valuing accountability and continuous improvement.
Own the operational backbone of the global support organization by designing and improving systems, workflows, automation, reporting, and AI tools.
Lead the implementation of AI-driven support capabilities and build forecasting models for support demand to optimize staffing and efficiency.
Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations to align customer-facing processes and drive structural improvements.
Cloudbeds is a hospitality technology company that provides an intelligently designed platform for properties across 150 countries, processing billions in bookings annually. With over 650 employees across 40+ countries, the team is fully remote and focused on transforming hotel operations through innovation.
Lead a team of Host Account Managers, coaching them to drive regional performance and host satisfaction.
Monitor KPIs like occupancy, retention, and CSAT, using data to improve portfolio health.
Serve as the senior escalation point for complex host issues and partner cross-functionally to enhance the host experience.
PadSplit is a mission-driven marketplace solving the affordable housing crisis by connecting hosts with qualified renters. The company is a growing, remote-first organization that values accountability, high performance, and direct feedback.
Manage a dedicated portfolio of PadSplit hosts, acting as a strategic partner and primary point of contact for support and relationship-building.
Drive host performance through data-driven check-ins, focusing on occupancy, satisfaction, and retention metrics.
Navigate complex issue resolution and contribute to scalable playbooks and team development.
PadSplit is a platform that aims to solve the affordable housing crisis by offering co-living rental opportunities. It is a marketplace connecting hosts with members, and the company values mission-driven work and has a growth-oriented culture.
Lead daily operations of a Member Support team across chat, phone, email, and SMS.
Coach and develop agents through quality monitoring and weekly coaching sessions.
Handle escalated member cases and collaborate with internal teams to improve processes.
OneImaging offers a concierge radiology service with a network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%. The company aims to provide fair pricing and eliminate surprise bills for patients and payers.
Lead and develop a team of 10-15 Campaign Managers and Strategists, coaching them into consultative client partners.
Build scalable operational systems and processes to maintain high service quality as the team expands.
Act as primary escalation point for critical client issues, exercising authority over concessions and solutions.
Feathr is a nonprofit marketing platform trusted by over 1,300 nonprofits, helping them build purposeful connections and grow impact. They are building an amazing culture with a focus on growth and helping the helpers, with a dedicated team.
Lead the Sales Operations function for Brightwheel's Expansion business, managing a team of 2 to start.
Design and implement scalable processes and AI-driven analytical workflows for the full sales motion.
Present in executive forums and drive cross-functional strategy with multiple teams.
Brightwheel is a leading platform for early education, supporting educators and families in a $175B market. Backed by top investors, it is a three-time Cloud 100 company with a distributed team across US time zones.
Lead a specialized pod of 5–6 direct reports to unify the account management lifecycle for professional fleets.
Drive professional supply performance for WAV and Livery categories to meet district demand.
Standardize operational blueprints by enforcing consistent processes and documentation across market launches.
HopSkipDrive creates opportunity through mobility by providing safe, fast supplemental student transportation. Founded by three moms, we have facilitated over five million rides across 20+ states, are a Series D company with $100M raised, and have been recognized on the Inc. 5000 and Deloitte 500 Fast-Growing Technology lists.
Leads a global team of Client Support Analysts or Engineers to deliver high-quality support experiences.
Oversees daily support operations, escalations, and performance metrics across Level 1 or Level 2 teams.
Champions client advocacy, knowledge management, and cross-functional collaboration to improve workflows.
Origami Risk delivers single-platform SaaS solutions that help organizations navigate risk, insurance, compliance, and safety management. Founded by industry veterans, the company offers innovative products and has a singular focus on client success, with a diverse and inclusive culture.
Lead daily operations of the Agency Service Center, ensuring service level agreements and quality standards are met.
Develop and coach supervisors and service professionals to build a high-performing team.
Drive operational excellence through continuous improvement, data-driven decisions, and cross-functional collaboration.
Horace Mann provides insurance and financial products to educators. They serve over 4,100 school districts nationwide, have over $12 billion in assets, and are publicly traded on the NYSE.
Monitor agent performance in quality, productivity, and attendance with a focus on QA scores above 9%.
Provide frequent coaching based on QA feedback, metrics, and ticket observations.
Handle escalations, maintain coaching logs, and ensure schedule adherence.
Clipboard operates an app-based marketplace connecting healthcare professionals with workplaces needing staff. Founded in 2016, the remote-first team of over 1,000 has been profitable since 2022 and is a top Y-Combinator company.
You run the team's daily engine, owning the operating rhythm and queue health.
You build a deep bench by coaching MSMs and developing Senior MSMs into player-coaches.
You keep your team focused on high-value work and manage handoffs with Service and Support.
Collective is a technology platform that provides business incorporation, accounting, bookkeeping, and tax services for self-employed individuals. It is a venture-backed startup with a focus on empowering businesses-of-one, featuring a culture of innovation and community.
Lead and scale the onboarding function for Cloudbeds' fastest-growing mid-market customer segment, guiding customers from contract to go-live and adoption.
Build standardized onboarding frameworks, SOPs, and metrics for complex multi-property deployments, ensuring world-class customer experience and repeatable processes.
Partner cross-functionally with Sales, Product, Support, and Account Management to bridge sales promises with delivery, and serve as senior escalation point for complex deployments.
Cloudbeds provides a unified platform for hoteliers to manage operations and commercial strategy, processing billions in bookings annually across 150 countries. With over 650 employees spanning 40+ countries, the company fosters a remote-first, innovative culture focused on AI-powered solutions for hospitality.