Source Job

• Lead the customer support org: hire, coach, and develop managers, frontline ICs, and support engineers while setting the technical bar.
• Define and execute AI-first support strategy: design how AI tooling deflects, triages, and assists, with measurable quality improvement each quarter.
• Own operations end-to-end: manage metrics, bug triage, staffing, knowledge layer, and act as senior escalation point for complex issues.

Triple Whale is an AI operating system for modern ecommerce that helps businesses see what's working, what's not, and what to do next, then takes action automatically. With over 60,000 brands like Pressed Juicery and True Classic using their platform, the company is driven by a customer-obsessed, fast-moving, and curious culture.

• 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.

• 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.

• Architect and lead the future of how our Go-To-Market organization operates, redefining processes with AI handling operational floor and focusing on systemic fixes.
• Lead a high-performing team to identify root causes of friction, design enterprise-grade solutions, and partner with executive stakeholders.
• Drive behavioral changes that scale, with a seat at the table in shaping our AI-integrated operations strategy.

Remote solves the challenge of navigating global employment compliantly, enabling businesses to recruit, pay, and manage international teams. The company has a globally distributed workforce across 6 continents with core values including innovation and a fully remote culture.

• Champion AI adoption across the organization, identifying and prioritizing high-impact use cases.
• Develop and implement a comprehensive operational strategy aligned with the company's overall objectives.
• Foster collaboration and alignment across departments, working closely with executive leadership.

IDC is the premier global provider of trusted technology intelligence, equipping business and technology leaders with the evidence they need to make confident decisions. With more than 1,000 analysts worldwide, IDC combines deep expertise with practical relevance.

• Lead and develop two support teams: Community Support for the global rater workforce and Tier 2 Internal Support for Welo Data teams.
• Design and maintain customer service automations including AI-assisted workflows, self-service tooling, and intelligent routing.
• Define KPIs, own reporting cadences, and use data to identify gaps, set priorities, and drive continuous improvement.

Welo Data is the multilingual data and evaluation partner for foundation labs and enterprises deploying GenAI systems globally. They deliver human judgment, data infrastructure, and evaluation systems to ensure AI model reliability across languages and cultures, supported by a global network of 500,000+ vetted experts spanning 300+ languages.

• Build and deploy AI agents and automation workflows for support operations.
• Automate repetitive tasks including log parsing, data validation, and incident triage.
• Mentor Application Support teams on practical AI usage.

Endava uses technology to drive meaningful change. They combine engineering, industry expertise, and a people-centric mindset to consult and partner with leading brands to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.

• Own the Customer Care Enablement strategy, designing a roadmap aligned with KPIs like CSAT, NPS, and AHT.
• Spearhead AI tool integration across enablement, including generative AI for content and AI-assisted coaching.
• Build scalable learning programs, overseeing onboarding, role-based training, and continuing education.

ezCater is a food tech platform for workplaces, connecting organizations with over 125,000 restaurants for employee meal programs and meetings. The company values innovation, high performance, and work/life harmony, with a collaborative and passionate team culture.

• Architect the deflection layer and build AI-powered systems (chatbots, email automation, voice) to resolve fan issues without human intervention.
• Translate CX signal into ranked product work and partner with the Vice President of Product to get it prioritized and shipped.
• Build the metric tree, dashboards, and alerting that make the post-purchase funnel observable in real time.

Gametime unites the world through shared experiences by making it easy for people to discover and access live events. They support more than 60,000 events across the US and Canada and are committed to fostering diversity and inclusion.

• Drive measurable improvements in efficiency, customer experience, and cost-to-serve across Global Services functions including Service Coordination, Remote Technical Support, On-Site Technical Support, and Parts & Materials.
• Establish and enforce operating norms, manage KPI and SLA frameworks, and use Lean/CI tools to reduce waste and improve service delivery workflows.
• Partner with service leaders, business units, and IT to align operating models and ensure service operations are supported by effective systems, data, and governance.

Daktronics designs, engineers, manufactures, and supports digital LED display technology and audio systems for professional, college, and high school sports venues, businesses, and public spaces. The company offers competitive compensation and meaningful benefits in a culture that values learning, growth, and teamwork.

• Lead and develop a team of Operations Supervisors across frontline and escalation functions.
• Own performance against key operational metrics including service levels, quality, and customer satisfaction.
• Partner with WFM, Training, Product, and Engineering teams to improve operational performance and customer outcomes.

Honk is a technology-driven roadside assistance platform connecting enterprise customers with a nationwide network of independent service providers. We are a PE-backed, scaling fast remote-first company aggressively investing in automation and AI.

• Own production health, reliability, and operational support processes across critical systems and services
• Lead incident response efforts, stakeholder communication, root cause analysis, and post-incident reviews
• Design and implement AI-driven agents and workflows that automate support and operational tasks

Quanata is on a mission to help ensure a better world through context-based insurance solutions. They are an exceptional, customer centered team with a passion for creating innovative technologies, digital products, and brands. Quanata, LLC is wholly owned and funded by State Farm.

• 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.

• Establish and execute a strong operational cadence.
• Lead the AI transformation for the RevOps function.
• Refine and standardize processes, policies, and workflows to scale.

Marqeta is on a mission to revolutionize the way money moves. As pioneers in the field of embedded finance, its card issuing platform offers unparalleled flexibility and control. They power some of the most renowned brands in the new economy such as Block, Affirm, and Uber.

• Establish and execute a strong operational cadence to support business growth and cross-functional alignment.
• Lead AI transformation for RevOps and drive adoption of AI-powered workflows and automations.
• Oversee incentive compensation design, tool selection, and operational infrastructure to scale GTM operations.

Marqeta is a pioneer in embedded finance, providing a card issuing platform that enables companies to issue cards and manage payments in real time. They power major brands like Block, Cash App, and Uber, with nearly 8 out of 10 Americans using a product powered by Marqeta weekly.

• Manage a portfolio of complex customer situations and lead a team of support staff across multiple SaaS products.
• Serve as the senior escalation point for executive-level issues, drafting communications and coordinating cross-functional resolution.
• Drive operational improvements through process design, knowledge management, and performance coaching.

Cordance accelerates growth of B2B SaaS companies through acquisition and tactical guidance. It is an experienced operator with a passion for software, partnering with founders to scale businesses.

• Own the AI use case pipeline from intake to production, triaging requests and coordinating cross-functional teams.
• Conduct structured workflow assessments to identify high-impact AI opportunities and measure outcomes.
• Govern the AI tool stack, including vendor evaluation, security review, and maintaining cost-per-outcome visibility.

Backblaze is the object storage leader in the open cloud movement, helping customers with affordable cloud storage. Founded in 2007, the company has over 500,000 customers and manages over three billion gigabytes of data, with a culture of fairness and innovation.

• Partner with SOC leadership to develop an understanding of analyst workflows and translate that understanding into a prioritized improvement agenda.
• Own the identification, prioritization, and delivery of process and tooling improvements across SOC functions.
• Build and maintain reporting infrastructure that surfaces meaningful SOC performance signal.

Huntress is a remote-first team founded in 2015 by former NSA cyber operators, working to make enterprise-grade cybersecurity accessible to businesses of all sizes. They secure more than 5M endpoints and 11M identities worldwide fostering a culture of inclusivity where every single member of the team is valued.

• Own the administration and architecture of Kustomer (CRM), telephony stack, and all agent communication channels.
• Build and evolve AI tooling to enhance frontline agent performance and efficiency.
• Continuously improve system health and tooling to elevate both agent and customer experiences.

Novo is a financial technology company focused on providing digital banking services to small businesses. They are a growing company that values innovation and operational excellence.