Lead daily operations and align execution with broader business goals.
Manage agent attendance, quality, and performance with coaching and follow-up.
Oversee onboarding, compliance, and monthly invoicing while driving workforce growth.
This role is with a partner company that operates a remote, distributed workforce providing outsourced services. The company is scaling to 100 active agents and values hands-on leadership, accountability, and quality.
Provides consistent, balanced and timely feedback on customer support performance as related to call and case audits.
Applies timely performance management standards and processes.
Fosters a positive work environment and consistently supports continuous learning.
PointClickCare is a leading health tech company that empowers healthcare providers to deliver exceptional care through a cloud-based platform. As a founder-led, privately held organization, it serves over 30,000 provider organizations and is recognized by Forbes as a top private cloud company and one of Canada's Most Admired Corporate Cultures.
Lead and motivate a team of customer service agents in a remote contact center.
Oversee daily operations to exceed service levels and customer satisfaction targets.
Collaborate with departments to improve processes and train staff.
Duluth Trading Company creates innovative workwear and gear for hands-on individuals. They foster a can-do, hard-working culture with a digital-first mindset.
Lead and coach Support Analysts to deliver timely, accurate, and professional customer resolutions.
Manage daily support operations, ticket triage, queue health, SLAs, escalations, and quality monitoring.
Use performance data and cross-functional partnerships to drive continuous improvement.
Interwell Health is a kidney care management company that partners with physicians to reimagine healthcare and help patients live their best lives. The team is mission-driven, collaborative, humble, inclusive, and focused on delivering on promises.
Lead and coach a team of M365 Ambassadors through biweekly 1:1 sessions and performance improvement plans.
Oversee case queue triage, resolve escalated issues, and ensure SLA adherence.
Analyze team performance, share insights, and collaborate with operations to improve POD effectiveness.
This role involves managing a POD of M365 Ambassadors to ensure operational performance and high-quality service for Microsoft customers. The team fosters a collaborative environment aligned with service excellence, focusing on people management and operational oversight.
Guide and mentor customer support team members towards achieving operational goals.
Ensure excellent team communication, problem-solving, and professional etiquette for highest customer satisfaction.
Collaborate with managers from other departments to discuss issues and process improvements.
We are building an open, safe and sustainable marketplace for gamers. Our marketplace supports close to 20m+ active users and is growing fast, with a culture of trust and safety.
Serve as direct supervisor of a team of Customer Service Leads and Representatives, providing coaching and support to ensure premium customer service.
Drive productivity through queue management, adherence monitoring, and real-time feedback via Slack and Google Hangouts.
Collaborate with cross-functional teams to identify roadblocks and deliver actionable solutions to enhance the customer experience.
Minted is a marketplace that empowers a thriving community of independent artists to sell and scale their work. They have reached over 75 million homes worldwide, employ 350+ full-time employees, and foster a culture of creativity and inclusion.
Lead day-to-day operations of the Landowner Relations team, ensuring accurate and timely handling of landowner inquiries in a high-volume service environment.
Provide leadership, coaching, and performance management to balance productivity, quality, and landowner experience.
Partner with internal teams to coordinate resolution of complex inquiries and identify operational improvements.
EQT Corporation is an energy company focused on natural gas production. They foster a culture of transparent leadership and collaboration, where every voice is heard.
Lead and develop a fully remote customer support team handling chat, phone, and email for families.
Take ownership of quality assurance, including ticket audits, coaching sessions, and root cause analysis.
Act as escalation point for difficult family situations and drive continuous improvement through data and reporting.
OpenEd is an education technology company that opens the world to every learner. With over 100,000 students served, they maintain a strong culture with an eNPS of 76, placing them in the top 0.1% of technology companies.
Mentor and support the quality assurance team to enhance skills and drive motivation.
Evaluate calls to ensure adherence to scripts, SOPs, and compliance regulations.
Generate reports on call quality scores and provide data-driven insights to management.
Natera is a global leader in cell-free DNA testing, dedicated to oncology, women's health, and organ health. The team consists of highly dedicated professionals from world-class institutions who care deeply about their work and each other.
Monitor team members' calls, emails, and other contacts to ensure adherence to quality and productivity standards.
Coach and develop agents to improve performance, resolve grievances, and prepare them for future leadership roles.
Coordinate with shift managers, HR, and workforce teams to manage schedules, attendance, and escalations.
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company has more than 25,000 employees across 5 countries.
Own delivery of the AHT reduction project, planning, running, and reporting on progress against target.
Lead the phone systems rollout as a discrete project, working closely with the AutOps team.
Run the complaints process end to end and lead a small team of direct reports, coaching them to hit targets.
Tem is rebuilding the energy transaction to make it transparent and fair, building the first AI-native infrastructure for buying, selling, and pricing electricity. With a $75 million Series B led by Lightspeed, the company is scaling internationally to bring fair access to low-cost electricity.
Lead, coach, and develop a team of six Business Account Coordinators to ensure exceptional B2B customer support.
Serve as an escalation point for complex customer issues and drive process improvements for service excellence.
Partner with cross-functional teams including Customer Experience, Finance, and Retail Operations to achieve business goals.
Red Wing Shoe Company is a global footwear company based in Red Wing, Minnesota, with 2,300 employees worldwide. They maintain a close-knit family atmosphere as a privately-held company, focusing on innovation and employee engagement.
Support daily operations of customer care across all contact channels, ensuring high-quality service and satisfaction.
Oversee and guide a team of supervisors, monitor performance, provide coaching, and implement best practices.
Analyze KPI dashboards, resolve escalated issues, and partner with cross-functional teams to drive continuous improvement.
Golden Pet Brands creates a world where pets live longer, healthier lives from their first meal. They are a pet food company with multiple brands and have donated over $9 million to date, fostering a culture of ownership and collaboration.
Lead and support frontline Customer Solutions teams in a hybrid environment, focusing on exceptional customer experiences.
Coach and develop team members to grow skills and confidence as Scout scales.
Partner cross-functionally to improve processes and scale the support organization.
Scout Motors is reviving an iconic American vehicle brand, developing electric and range-extended pickup trucks and rugged SUVs. The company fosters an entrepreneurial, inclusive culture and empowers teams to innovate and build from the ground up.
Lead and develop a team of Customer Experience Representatives, fostering a culture of empathy and continuous improvement.
Build customer education and self-service resources, including a knowledge base, FAQs, and training materials.
Drive automation and AI initiatives to simplify support workflows and improve customer experience.
Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. They are expanding their team and offer a remote US role.
Lead daily customer support operations, ensuring high service levels and team accountability.
Coach and develop team leads and supervisors to improve performance and service quality.
Partner with Production to resolve complex issues and drive process improvements.
Partner company is a production-focused organization handling customer orders and manufacturing. It fosters a collaborative, fast-paced remote culture with an emphasis on continuous improvement and accountability.
Oversee day-to-day live chat support operations, ensuring seamless customer experience and efficient team performance.
Manage workforce scheduling, real-time queue operations, quality assurance, coaching, reporting, and process improvement.
Lead and mentor a team of 10+ chat agents, fostering a collaborative and inclusive environment.
Brand Momentum is a nationally integrated leader in Sales, Marketing, and Retail, headquartered in Toronto. As a three-time winner of Canada's Top 100 Best Workplaces and one of Canada's fastest-growing companies, we foster a fun culture and are committed to 'Goodness,' integrity, respect, empowerment, and sustainability.
Lead and grow the Product Support team, setting SLAs, performance goals, and ticket-handling standards.
Own and optimize the Zendesk instance, including macros, triggers, and automations to scale support.
Serve as the connective tissue between Support, Customer Success, Product, and Engineering for bugs, incidents, and trends.
Ellevation provides technology solutions that help educators and multilingual learners succeed. They are a growing, mission-driven company that values empathy, systems thinking, and building a diverse and inclusive team.
Handle complex customer inquiries and oversee call center operations, including monitoring performance and resolving issues.
Train, mentor, and supervise a team of customer service professionals to ensure growth and optimize performance.
Collaborate with other departments to improve processes and enhance the customer experience, while ensuring compliance with policies.
Judi Health is a health technology company that provides benefit administration solutions to employers and health plans, using a Unified Claims Processing architecture to consolidate pharmacy and medical benefits. They are deploying infrastructure to power healthcare for millions of Americans, with a focus on operational efficiency and transparency.