Source Job

• Own the customer experience and handle customer tickets, escalations, billing questions, bug reports, and product education.
• Scale support through AI and self-serve by spotting repetitive ticket categories and building human-in-the-loop workflows.
• Develop the team by managing one full-time support IC plus contractors and VAs, setting role clarity, goals, and performance expectations.

Instrumentl is a profitable SaaS platform that helps nonprofits discover, track, and win grant funding. They are a hypergrowth, YC-backed company with over 5,500 customers and are committed to building something that matters.

• Develop a business plan that anticipates future growth and tech shifts.
• Implement tools to handle thousands of multi-channel tickets per week.
• Lead the strategy for integrating AI-driven support tools.

Sana is a health plan solution built for small and midsize businesses, designed around its integrated primary care service, Sana Care, ensuring members can easily access high-quality, affordable care while employers and brokers can manage company benefits. They've been remote-first since day one, with a fully distributed team across the U.S and value curiosity, ownership, and speed, building in the open, together.

• Lead and develop a team of Support Managers overseeing Customer Support Advocates.
• Drive performance across a 24/7 support organization, ensuring strong coverage and service quality.
• Scale team structures, processes, and staffing models to support business growth.

Justworks helps businesses get off the ground by enabling them to focus on running their business. They solve HR issues and are data-driven, with a supportive, entrepreneurial environment. They value their people and are united by shared goals.

• Lead and develop frontline agents through coaching and feedback.
• Monitor performance against metrics, ensuring quality and accuracy.
• Foster a culture of accountability and support within the team.

Owner is an AI-native system helping local business owners succeed, especially restaurants, by replacing multiple tools with one. With a team in the low hundreds, they consist of top talent from successful SMB software companies and are rapidly scaling to match customer growth.

• Help shape and deliver AI-powered communication experiences that create meaningful value for clinics and patients.
• Lead as a player-coach by contributing directly to technical implementation while also helping teammates stay aligned.
• Foster a curious, adaptable, and optimistic team environment where people feel energized to learn new technologies.

Jane is a founder-led, high-growth SaaS company. They build the products and tools that thousands of clinics rely on every day to run their businesses, care for their patients, and grow their communities and has over 700 employees.

• Motivate, coach, and develop professional individual contributors and supervisors who support the customer experience at Rover.
• Partner with workforce management at both Rover and BPO partner sites teams to organize, prioritize and schedule work assignments to meet business needs.
• Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them.

Rover connects pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. Headquartered in Seattle and Barcelona, they are a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. They were named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal.

• Own and maintain the roadmap for Zendesk and related tooling across clinical, records management, member support, and provider support.
• Work closely with clinical and service team Leads through workflow mapping and discovery sessions to identify bottlenecks and automation opportunities.
• Evaluate and prioritize AI agent opportunities in Zendesk and other platforms, assessing feasibility, ROI, and operational risk.

Vida Health is a virtual, personalized obesity care provider that utilizes evidence-based treatment to help patients manage obesity and related conditions. Vida's team takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.

• Define and evolve a practical support operations roadmap aligned to company priorities.
• Own the structure and ongoing optimization of Salesforce Service Cloud.
• Build reporting that provides visibility into support demand, trends and product pain points.

Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. They have helped over 150 customers maximize revenue, streamline operations, and maintain compliance. They are located across more than 120 countries.

• Own and elevate retention outcomes: Drive measurable improvements in customer retention.
• Transform the CSM model: Continue to drive the team towards a proactive, lifecycle-driven engagement model.
• Build a high-performing org: Recruit, coach, and develop a team of CSMs and managers.

Owner is the AI-native system local business owners use to succeed, starting with restaurants. They're building the system that replaces the many tools owners use to run their business. The team is now in the low hundreds and scaling even faster to keep pace with customer growth.

• Lead, mentor, and develop a team of highly skilled Support Engineers, setting clear expectations and providing regular feedback.
• Act as a key escalation point, leading responses to incidents and collaborating cross-functionally to improve customer support and reduce commercial risk.
• Identify opportunities to improve the customer experience, build strong business cases, and influence stakeholders to drive positive change.

The Adaptavist Group combines teamwork, technology, and processes to help businesses improve. They deliver enterprise software, tailored solutions, and services across technology ecosystems like Atlassian and AWS, employing experts who make change happen from anywhere.

• Lead, coach, and develop a team of Customer Success Advisors and Technical Leads.
• Drive customer adoption, value realization, renewal readiness, and overall account health.
• Serve as the Customer Success product SME for aligned PerfectServe solutions.

PerfectServe provides clinical communication and physician scheduling solutions in the health IT space. They have 400+ employees, 30,000+ customers, and $100 million+ in annual revenue. They foster a collaborative team with decades of experience, striving to delight customers every day.

• Manage and exceed Support KPI’s and critical Technical Support Metrics.
• Lead efforts to hire, develop, and build a technical team.
• Drive daily incident management success from detection to resolution.

ServiceNow is the AI control tower for business reinvention. Their AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. They're building an AI-native culture where technology and talent are unstoppable together.

• Handle inbound client contacts across phone, email, and chat
• Monitor live call center queues and maintain service level expectations
• Coach agents in real time and assist with escalations

The company helps clients navigate service animal and emotional support animal programs through documentation processes. They value supporting people and their animals.

• Lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers.
• Act as the primary escalation point for complex customer issues, using hotel operations background to drive resolution with urgency and empathy.
• Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership.

Cloudbeds is transforming hospitality with its intelligently designed platform that powers properties across 150 countries. As a completely remote team of 650+ employees across 40+ countries, we're bringing together engineers, AI architects, world-class designers, and hospitality veterans.

• Develop and execute customer success strategies focused on customer retention, adoption, value realization, and expansion opportunities.

Librestream delivers advanced AR and AI-driven software that empowers frontline workers in industries like manufacturing, energy, and aerospace. They connect field technicians with remote experts using real-time video collaboration, AR guidance, and digital workflows. Harris is a leading provider of mission critical software to the public sector in North America.

• Lead and develop a team of Customer Success Managers.
• Ensure customers operationalize NodeZero across their environments and workflows.
• Engage directly with executive stakeholders to align on goals and long-term value.

Horizon3.ai is a cybersecurity company that enables organizations to proactively find and fix exploitable attack vectors. They are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners.

• Act as an advocate for our customers to help them achieve business outcomes.
• Foster greater adoption and usage of ServiceNow products through prescriptive guidance.
• Bring ServiceNow's best practices, innovations, and capabilities to help customers achieve their goals.

ServiceNow is an AI control tower for business reinvention. Our AI platform brings together AI, data, and workflow, helping 85% of the Fortune 500 work smarter and faster. We're building an AI-native culture where technology and talent are unstoppable together.

• Lead and develop a Global CS Organization across NAM and EMEA.
• Own GRR and NRR Outcomes by connecting adoption and health metrics to retention results.
• Build Scalable CS Processes, tiered engagement frameworks, and health scoring.

Canto provides a platform offering a source for brands to organize, access, and share digital assets, amplifying content value, accelerating production, and ensuring brand consistency. They have 4,000+ customers worldwide and are driven by passionate people who bring creativity, collaboration, and innovation.

• Own and evolve the operating model for Maven’s Client Support function.
• Lead and develop a team of Client Support Associates.
• Bring the operational perspective into Product and Engineering conversations.

Maven Clinic is the world's largest virtual clinic for women and families, aiming to make healthcare work for everyone. They provide clinical, emotional, and financial support through a digital platform, trusted by over 2,000 employers and health plans, and they have an award-winning culture.

• Define support obligations across each partnership.
• Design the support model.
• Own the operational infrastructure.

Bastion builds regulated financial infrastructure for modern businesses. Bastion's full stack product suite covers stablecoin issuance, custodial wallet infrastructure, and global asset conversion rails, with the flexibility to deploy individual capabilities or combine them end-to-end.