Act as primary support point of contact for assigned accounts, managing end-to-end case resolution.
Proactively monitor case health, track aging issues, and drive accountability across teams.
Coordinate with Support, Engineering, and Account Management to ensure timely updates and customer confidence.
Motive builds technology using AI and computer vision to improve safety and efficiency for businesses with vehicles. It serves nearly 100,000 customers across industries like transportation and logistics, construction, and energy, and is a Forbes Cloud 100 company.
Lead complex customer escalations from assessment through resolution, restoring trust with enterprise clients.
Coordinate cross-functional investigations across R&D, Engineering, Product, and Support teams.
Translate technical findings into clear communication for operational and executive stakeholders.
Our partner is a company in enterprise cybersecurity, focused on restoring customer trust through high-impact technical support. They are a fast-moving organization that values empathy and strong cross-functional collaboration, seeking a Critical Situation Manager to lead complex escalations.
Serve as primary point of contact for support escalations and critical situations.
Lead regular service reviews and operational discussions to ensure alignment on priorities.
Develop trusted relationships with customer stakeholders and advocate for customer needs.
Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains. With over 2,000 employees worldwide, the company has won several Top Employer awards and fosters an innovative, market-leading culture.
Own customer-facing response for high-stakes technical situations and restore confidence in the platform.
Lead cross-functional investigations with R&D and translate technical findings into clear executive communication.
Build and drive critical situation management processes and playbooks for common scenarios.
Abnormal protects the humans behind the world's most critical organizations from AI-powered cybercrime. Trusted by 4,500+ enterprises, they use behavioral AI to stop evolving threats and value diversity and inclusion.
Act as the primary interface for customers during high-visibility incidents, translating technical hurdles into clear business communications.
Lead cross-functional escalation initiatives, managing project timelines, dependencies, and deliverables to high-quality standards.
Mentor your team on advanced strategic thinking, moving them from tactical troubleshooting to proactive risk assessment and executive-level reporting.
Twilio is shaping the future of communications by delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. They are a remote-first company with a strong culture of connection, global inclusion, and diverse experiences.
Build and maintain trusted customer relationships, driving adoption and value.
Investigate and resolve technical issues, coordinating with internal teams.
Identify patterns in customer feedback to improve products and operations.
Nir Yu is a technology company that provides a customer support platform. The company is currently hiring for a remote role, with a focus on customer success and support in Latin America.
Manage and resolve escalated customer inquiries and service concerns while maintaining a positive experience.
Communicate professionally with customers to understand issues, de-escalate sensitive situations, and provide appropriate solutions.
Coordinate with internal teams, maintain accurate case documentation, and identify recurring concerns for management.
Melita Honey is a New Zealand honey company specializing in premium Mānuka honey and other bee products. With decades of industry experience, the company is committed to quality, responsible production, and strong customer relationships.
Lead and mentor team members on performance, soft skills, and case management best practices.
Manage onboarding, training, and process improvements to enhance team engagement and efficiency.
Handle sensitive escalations, conduct post-mortem reviews, and drive technical projects to resolution.
Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first culture, Twilio emphasizes connection, global inclusion, and diversity, making a global impact every day.
Manage critical technical escalations for premium SaaS customers.
Ensure strict adherence to premium Service Level Agreements (SLAs).
Work cross-functionally with Engineering, DevOps, and Product teams to resolve incidents.
ShipHero provides eCommerce logistics solutions including warehouse management software and fulfillment services. They are scaling their operations and have a focus on high-touch support for VIP clients.
Act as the dedicated technical point of contact for strategic top tier customers, leading technical handoff from Sales Engineering and building deep relationships with technical stakeholders.
Drive platform health, scalability, and performance by assessing customer deployments, providing strategic recommendations, and guiding on automation best practices.
Manage escalations and operational excellence, overseeing support intake, critical incidents, and cross-functional coordination with Support, Product, Engineering, and Customer Success.
n8n is an open-source workflow orchestration platform built for AI, enabling technical teams to automate with code-like freedom and no-code speed. The company has grown to over 260 employees across Europe and the US, with a strong community of 650,000 developers and a culture centered on a shared builder spirit.
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.
Serve as the primary Tier 2 escalation point for customer issues exceeding Tier 1 scope.
Own escalated cases from intake through resolution, including investigation and cross-team coordination.
Monitor customer survey responses, follow up on negative experiences, and route feedback to the right teams.
Clever is a venture-backed real estate technology company revolutionizing the way people buy, sell, and manage real estate. With a 4.9 TrustPilot rating and over 3,800 reviews, they have helped consumers save over $210 million in fees, fostering a customer-centric culture.
The PSM acts as the primary customer advocate and leader for high-touch engagement with strategic customers, ensuring alignment with their success goals.
The PSM coordinates post-sales activities across sales, technical support, and engineering teams to deliver enhanced support and resolve issues.
The PSM provides proactive account management including quarterly reviews, case monitoring, and on-site visits to ensure customer satisfaction.
We provide end-to-end, cloud-driven networking solutions trusted by over 50,000 customers globally. We are committed to fostering an inclusive workplace and have double-digit growth year over year.
Own complex escalations for strategic accounts end-to-end.
Investigate with internal tooling before contacting the customer.
Diagnose live issues by querying underlying data stores.
Backstory helps companies understand the state of their revenue business by answering questions that span customer interactions, sales activity, pipeline health, and deal execution. They are a well-funded startup backed by Y Combinator and top investors, with a culture that values ownership and autonomy.
Manage complex customer escalations and serve as primary point of contact for VIP and enterprise customers.
Communicate with customers and vendors via phone, email, and chat to resolve issues and maintain positive relationships.
Identify trends in customer feedback and recommend improvements to processes, policies, and products.
CharterUP is transforming the group transportation and mobility market with an AI native platform. The company has grown profitably and efficiently with $60 million Series A funding and a remote-first culture.
Own escalations end-to-end, reproducing, isolating, and communicating progress to stakeholders.
Perform deep technical analysis using SQL forensics, logs, and telemetry to identify root causes.
Document repro kits and internal RCA notes while building the Knowledge-Centered Support library.
HungerRush is a leading provider of integrated restaurant technology solutions, including the cloud POS system HungerRush 360. The company values team, respect, accountability, customer, and speed, and fosters a collaborative culture.
Serve as the trusted advisor and liaison between clients and internal teams to manage requests and resolve issues.
Provide timely, results-based customer service through phone and Zendesk ticketing, triaging and escalating as needed.
Track key performance indicators like satisfaction, retention, and revenue growth to drive client success.
Enumerate is a software company that provides community association management solutions. They cultivate a collaborative, client-focused culture dedicated to delivering exceptional service.
Own the relationship with key stakeholders including executive sponsors for value amplification.
Own retention and renewal outcomes by proactively managing health and risk.
Drive growth by identifying expansion signals and building business-value cases.
Conexiom provides an Intelligent Order Automation platform powered by CoreAI to eliminate manual work for manufacturers and distributors. With over 20 years of innovation and a Microsoft Azure foundation, they build inclusive culture and trusted products.
Lead the customer support operation across both app users and enterprise partners, managing KPIs such as CSAT and response times.
Personally own enterprise customer onboarding and support, ensuring smooth license activations and timely issue resolution.
Partner with a Philippines-based managed service team to optimize workflows, maintain SOPs, and drive continuous improvement.
Watch Duty is a mission-driven nonprofit delivering real-time wildfire intelligence to residents, first responders, and critical infrastructure partners. They are a growing organization with a culture focused on public safety and data-driven decision-making.