Source Job

• Serve as the frontline operational leader of the Support team, spending about half the day in the queue and the other half coaching and driving improvements.
• Develop team members through biweekly 1:1s, training, and mentoring, while owning escalations and maintaining quality standards.
• Manage weekly metrics, knowledge base updates, and the Facebook support channel to turn trends into proactive improvements.

OpenEd opens the world to every learner, providing customized, world-class education and resources to over 100,000 students. They have a strong culture with an eNPS of 76, placing them in the top .1% of technology companies.

• Lead and develop a team of Tier 2 Customer Support Specialists through coaching, training, and performance management.
• Monitor team performance against CSAT, response times, and QA scores, using data to drive improvement.
• Serve as a bridge between frontline support realities and leadership, translating strategic goals into actionable plans.

Spectora is the leading SaaS property inspection platform that helps inspectors build and scale successful businesses. With a decade-long track record, the company touches about half of all property sales in the US and fosters a high-energy, humorous culture with a team that values growth and both IQ and EQ.

• Lead and mentor a team of 7-15 customer service agents through coaching, one-on-ones, and team huddles to enhance performance and service delivery.
• Monitor real-time metrics, review interactions, and develop action plans to improve agent performance and customer satisfaction.
• Collaborate with cross-functional teams to identify trends, optimize processes, and champion a proactive service model.

Palmetto is a leading clean tech company accelerating the transition to clean energy through innovative software, financial products, and services. They foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.

• Lead, coach, and develop a team of ~8 customer support reps using Jane's 4C coaching model.
• Handle customer escalations with empathy and partner cross-functionally to improve workflows.
• Use support metrics and quality reviews to guide coaching and address performance challenges.

Jane is a founder-led, high-growth SaaS company building products and tools for healthcare clinics. With over 800 employees working remotely across Canada, the US, and the UK, the company fosters a culture of adaptability, resilience, and humility.

• Lead, coach, and develop the Customer Support team through hiring, training, and performance conversations.
• Manage daily operations of support queues and handle complex escalated customer issues.
• Monitor performance metrics using Zendesk and Sigma, identify trends, and drive data-informed improvements.

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses and care for their clients. Founded in 2016, we are a remote-first team of curious and empathetic people headquartered in Toronto, trusted by tens of thousands of practitioners across 70+ countries.

• 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.

• Manage and coach a multi-tier Support team to deliver best-in-class omnichannel customer experience.
• Analyze team performance and ticket data to drive improvements in efficiency, quality, and response times.
• Collaborate cross-functionally with Support leadership, Product, and Engineering on initiatives to continually improve operations.

Boulevard provides a client experience platform for appointment-based self-care businesses. Our team values diverse backgrounds and embraces experimentation to drive impact.

• Lead and develop a high-performing Customer Support team, ensuring operational excellence across all service channels.
• Monitor KPIs such as SLA, CSAT, and resolution rates, using data to drive team performance and process improvements.
• Act as a hands-on leader during complex cases, supporting the team and collaborating with cross-functional teams.

Jobgether is an AI-powered job matching platform that connects candidates with hiring companies. The company operates in a dynamic, collaborative environment focused on growth and innovation, with an emphasis on diversity and inclusion.

• 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 day-to-day operations of the Philippines-based Order Management team, ensuring SLA achievement and high-quality order processing.
• Drive team performance through KPIs, quality measures, and continuous improvement initiatives.
• Foster a culture of accountability, collaboration, and professional development while managing operational risks.

Turnitin is a recognized innovator in global education, developing learning integrity solutions for over 25 years. With over 16,000 academic institutions and corporations in more than 185 countries, they offer a remote-first culture and a diverse community united by a shared desire to make a difference.

• Lead operational excellence by overseeing day-to-day functions to ensure efficiency, consistency, and alignment with business goals across teams.
• Drive performance and accountability by setting clear goals, monitoring KPIs, and holding teams responsible for service levels and quality standards.
• Collaborate cross-functionally with leaders in Quality, Training, Workforce, Product, and Data to identify gaps and implement scalable solutions.

Papa provides social support by pairing older adults and families with trained companions to reduce loneliness and improve health. Founded in 2017 and headquartered in Miami, the company is backed by major investors and fosters a people-first culture focused on community and belonging.

• Lead day-to-day support engineering operations, including team meetings, metrics tracking, and OKR progress.
• Own queue health, manage escalations, and coordinate with Tier2, Engineering, and Product stakeholders.
• Design schedules, conduct QA checks, and drive continuous improvement through CSAT feedback and playbooks.

n8n is an open workflow orchestration platform built for the new era of AI, giving technical teams the freedom of code with the speed of no-code. Since 2019, we've grown into a diverse team of over 260 across Europe and the US, backed by Sequoia and SAP, and we cultivate a community of over 650,000 active developers.

• Establish and document scalable support processes, workflows, and SLAs.
• Define, track, and report on key support metrics like first response time, resolution time, and CSAT.
• Lead and develop a team of Customer Support Technicians while handling complex escalations.

Casechek is on a mission to innovate the implant supply chain and bring greater transparency to the cost of patient care. We are a small, growing company automating workflows for vendor-supported surgical procedures.

• 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.

• Lead a team of Technical Account Managers to resolve complex technical problems and deliver proactive guidance.
• Advocate for customers with product management and engineering teams using data-driven insights.
• Hire, train, and coach team members to foster collaboration and customer empathy.

Twilio is shaping the future of communications with innovative solutions for hundreds of thousands of businesses, empowering millions of developers worldwide. We are a remote-first company with a strong culture of connection and global inclusion, committed to employee growth and diverse experiences.

• 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.

• Manage and develop the Customer Service team, maximizing performance and quality.
• Conduct coaching, organize team meetings, and ensure individual and collective skill development.
• Define and monitor team results, handle HR aspects, and support communication between team and company.

Ilek is a neo-energy supplier launched in 2016, providing green electricity and biogas from independent French producers. As a B Corp certified company, it operates a short-circuit model that simplifies and makes the energy market more transparent and accessible.

• Lead and manage a team to ensure performance integrity, quality governance, and continuous process improvement.
• Drive root cause analysis and corrective actions for major incidents and escalations.
• Manage client and vendor relationships, ensuring SLA compliance and operational continuity.

HealthEdge is a healthcare technology company that provides software solutions for health insurance and benefits administration. It is an equal opportunity employer committed to workforce diversity.