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.

• 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 vision and strategy for product support, defining best-in-class service levels and building a phased roadmap balancing long-term transformation with near-term quality.
• Lead, develop, and retain a high-performing support team, including internal staff and outsourced partners, fostering a resilient, customer-first culture.
• Architect the path to AI-augmented support, assessing workflows and tooling to design a scalable foundation and lead implementation and refinement.

Inspiren offers the most complete and connected ecosystem in senior living. Founded by a former Green Beret turned cardiothoracic nurse, the company provides integrated solutions that capture everything happening within a community, backed by nurse specialists and powerful analytics to drive efficiency, profitability, and better care outcomes.

• 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.

• Drive evolution of Global Support into proactive, intelligence-driven, AI-enabled customer operations through operational intelligence, escalation governance, and workflow automation.
• Lead cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams to modernize support operations.
• Oversee support operational tooling, systems optimization, and readiness for major releases and strategic initiatives.

Everbridge is a global leader in critical communications, public safety, and enterprise safety solutions, enabling organizations to deliver life-saving communications at scale. The company fosters a culture of operational excellence, innovation, and proactive customer advocacy.

• 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 all Professional Services engagements, including product optimization, strategic advisory, workflow transformation, and value realization initiatives.
• Build and scale an AI Enablement & Consulting practice, including service offerings, methodologies, and customer-facing solutions.
• Drive customer outcomes that increase product adoption, retention, expansion, and overall customer lifetime value.

Datarails is transforming how finance teams operate by bringing together data, automation, and AI into a unified platform for modern FP&A. The company offers a collaborative, team-oriented environment with opportunities for growth and ownership of your schedule.

• 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.

• Own recurring reporting for User Operations — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences
• Translate support data into clear narratives: what's happening, why, and what to do about it
• Track and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response Time

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. With 1500+ customers in 60+ countries and world-class investor support, the company is scaling fast and defining a new category.

• Manage AI agent deployment across CS tools, setting standards for governance, prompt quality, and performance monitoring.
• Own and optimize the CS tooling stack including Vitally, Salesforce, Zendesk, and Zapier, while maintaining CRM data integrity and reporting.
• Design processes to eliminate manual work, ensure compliance with HIPAA, and scale AI-driven workflows safely.

Redox accelerates healthcare transformation with useful data via its flexible interoperability platform, connecting and powering real-time healthcare data exchange. The company processes over 1.2 billion messages per month across a network of 12,000+ systems and organizations, including 100+ EHRs, and fosters a remote-first culture with a focus on innovation and diversity.

• Act as key point of contact for resolving HR, IT, finance, and benefits-related queries across multiple regions and stakeholders.
• Provide hands-on ticketing support and subject matter expertise for employee lifecycle and service requests.
• Ensure smooth end-to-end resolution through collaboration with internal teams and external vendors.

We are a partner company managing global customer and employee support operations within a fast-paced, remote-first environment. We are a collaborative team focused on data integrity, process compliance, and timely resolution across global time zones.

• 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.

• Lead a globally distributed End User Services team to deliver exceptional support across all time zones.
• Drive operational excellence through automation, AI, and self-service to scale support efficiently.
• Partner with People Operations and Security to ensure seamless onboarding and tooling lifecycle management.

GitLab is the intelligent orchestration platform for DevSecOps, enabling organizations to increase developer productivity and improve security. With over 50 million registered users and trust from more than 50% of the Fortune 100, GitLab fosters a high-performance, all-remote culture where AI is a core productivity multiplier and every voice is valued.

• Manage and prioritize customer inquiries across support channels, delivering timely resolutions.
• Provide hands-on support to community administrators and creators, helping them navigate platform features.
• Develop expertise in the platform’s ecosystem to troubleshoot technical and product-related issues.

Jobgether is a platform using AI-powered matching to ensure applications are reviewed fairly. The company connects job seekers with roles, focusing on objectivity and speed in the hiring process.

• Serve as a primary point of contact for teammate questions and requests, delivering a high-touch service-oriented experience.
• Own and continuously improve the onboarding experience for new hires globally, from pre-boarding through 90-day integration.
• Plan and execute teammate engagement initiatives, recognition programs, and employee events across a global workforce.

Gainsight is the AI-powered retention engine behind the world's most customer-centric companies, orchestrating the customer journey from onboarding to outcomes to advocacy. With over 2,000 customers and a Human-First culture, they offer stability, trust, and support so teammates can show up as themselves.

• Develop and execute customer success strategy to maximize retention, satisfaction, growth, and advocacy across a team of Customer Success Managers.
• Establish scalable engagement programs, monitor KPIs like CSAT, NPS, and retention rates, and drive revenue growth through account expansion.
• Partner cross-functionally with Operations, Sales, Marketing, and Product teams to ensure a world-class customer experience and serve as the voice of the customer.

Stratus is a market leader in brand implementation and maintenance, helping global brands show up consistently through exterior signage, interior branding, site refreshes, digital signage, and ongoing repair. The company fosters a supportive, collaborative culture with career growth opportunities, regular coaching, and mentorship.

• Maintain and optimize Customer Experience platforms like Zendesk and AWS Connect, managing triggers, automations, and workflows.
• Drive the generative AI and automation roadmap, configuring and training AI solutions to improve customer support efficiency.
• Monitor AI performance metrics, audit user permissions, and produce reports to support workforce management and system health.

Turnitin is a recognized innovator in global education, providing learning integrity solutions to over 16,000 institutions worldwide. It offers a remote-first culture with a diverse community of colleagues in over 35 countries.

• Lead and evolve Canto's global sales organization to drive predictable revenue growth and expand market share.
• Develop and execute the global sales strategy, drive forecasting accuracy, and build high-performing sales teams.
• Partner cross-functionally with Marketing, Customer Success, Revenue Operations, and Product to align go-to-market execution with company priorities.

Canto is reshaping the digital asset management (DAM) landscape with a platform that helps brands organize, manage, and distribute digital assets. They serve over 4,000 customers worldwide and foster a culture of continuous learning, open communication, and hands-on impact.

• Provide email, phone, video, and chat support for clients using our event management platform.
• Troubleshoot technical issues related to event setup, payments, seating, and third-party integrations.
• Participate in weekend on-call rotation and occasionally travel for on-site event support.

Brushfire builds a ticketing and registration SaaS platform for events, handling everything from concerts to camps. We are a small, nimble, fully remote team that thrives on collaboration and continuous improvement.