Source Job

• Monitor agent performance in quality, productivity, and attendance with a focus on QA scores above 9%.
• Provide frequent coaching based on QA feedback, metrics, and ticket observations.
• Handle escalations, maintain coaching logs, and ensure schedule adherence.

Clipboard operates an app-based marketplace connecting healthcare professionals with workplaces needing staff. Founded in 2016, the remote-first team of over 1,000 has been profitable since 2022 and is a top Y-Combinator company.

• Own the daily health of the support queue and enforce SLA targets.
• Coach and develop a team of agents through structured QA and feedback cycles.
• Collaborate with cross-functional teams to drive product readiness and escalation resolution.

First Due provides end-to-end software solutions for fire and EMS agencies to improve safety and operations. Over 3,000 agencies and 500,000 first responders use its platform, and it is FedRAMP High certified.

• Own end-to-end performance of your division, driving first response time, first contact resolution, and backlog health.
• Coach and develop Managers into a strong, independent second line of leadership.
• Serve as the operational partner for Quality, Automation, and WFM teams, ensuring new tools and programs work for frontline agents.

Eneba is building an open, safe, and sustainable marketplace for gamers, supporting close to 20 million active users. They focus on trust, safety, and market accessibility while scaling and diversifying their portfolio.

• Lead onboarding and training for new agents to ensure readiness for live support.
• Oversee shift performance, queue management, and escalation handling to meet SLAs.
• Drive quality assurance through coaching, feedback, and performance improvements.

Sauce is a premier restaurant technology platform that helps businesses grow with commission-free delivery and pickup. The company is headquartered in NYC and Tel-Aviv and focuses on empowering local restaurants.

• Manage and motivate a team of Technical Support Specialists handling inbound calls and emails on a 24/7 schedule.
• Develop strategies to promote adherence to performance goals, create policies and SOPs, and assist in resolving complex customer issues.
• Coordinate training sessions and ongoing development programs to enhance team skills and improve operational efficiency.

HungerRush is a leading provider of integrated restaurant solutions, offering its flagship HungerRush 360 cloud POS system to help operators manage their businesses. The company's size and culture are not detailed in this posting, but the role emphasizes continuous improvement and team development.

• Lead daily operations of a Member Support team across chat, phone, email, and SMS.
• Coach and develop agents through quality monitoring and weekly coaching sessions.
• Handle escalated member cases and collaborate with internal teams to improve processes.

OneImaging offers a concierge radiology service with a network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%. The company aims to provide fair pricing and eliminate surprise bills for patients and payers.

• Lead and transform the support organization by designing scalable processes, playbooks, and operating rhythms.
• Develop a high-performing team through coaching, accountability, and continuous improvement.
• Drive operational excellence by monitoring metrics, improving customer experience, and leveraging AI for efficiency.

HappyCo builds mobile and cloud solutions for real-time property data, with over 5 million units on its platform. The company fosters a flexible, inclusive, and supportive culture with a focus on community and growth.

• Oversee daily operations of Customer Service agents handling phone, email, and ticket-based support.
• Coach, mentor, and develop agents through quality reviews and real-time guidance.
• Resolve complex escalations and recommend process improvements to enhance customer satisfaction.

Catch Creation is a global eCommerce company that creates, grows, and manages online brands with exceptional products and experiences. The team operates fully remotely with a focus on creativity, data-driven strategy, and innovation.

• Build the shift schedule and on-call rotation to ensure 24/7 coverage.
• Own weekly quality audits and coach the team to maintain high standards.
• Act as the escalation point for reps and protect trust between support tiers.

Wing Assistant builds AI-enabled workforce solutions for growing businesses. They are a corporate team focused on customer support, with a culture of hands-on leadership and accountability.

• Manage daily support operations across inbound channels to ensure service levels and satisfaction targets are achieved.
• Coach and mentor team leads, conduct quality reviews, and drive continuous improvement initiatives.
• Monitor workforce management metrics, handle escalations, and maintain operational efficiency.

The company specializes in customer support and client satisfaction management, seeking to enhance service quality. It fosters a collaborative and growth-oriented culture with remote work opportunities and a focus on team development.

• Lead and develop a team of 8-15 customer care employees through coaching, performance reviews, and workload management.
• Drive team performance and quality by monitoring KPIs, conducting audits, and ensuring consistent adherence to standard operating procedures.
• Collaborate cross-functionally to improve customer experience and retention, using tools like PowerBI and Salesforce to track trends and coach to gaps.

Culligan Quench provides on-demand filtered water solutions to eliminate single-use plastic bottles, serving over 120,000 customers across North America. With more than 1,600 team members and headquarters in King of Prussia, PA, the company values innovation, customer focus, and operational excellence.

• Own your team's core operational metrics like productivity, quality, and SLA targets using data-driven daily monitoring.
• Develop your team through direct, specific feedback and ramp plans that close performance gaps.
• Handle escalations by diagnosing root causes, resolving issues, and implementing process improvements.

Generator Health helps patients access their medications through streamlined operations. The company is a growing healthcare startup focused on operational excellence and patient-centric workflows.

• Lead daily operations of the customer support team during U.S. business hours, ensuring service excellence and performance metrics.
• Coach and mentor support agents to improve independence, problem-solving, and customer communication skills.
• Analyze operational data and provide insights to leadership for process improvements and scalability.

This partner company operates in the digital healthcare sector, delivering innovative solutions. It has a global, distributed team with a culture of ownership, collaboration, and continuous learning.

• Own the daily operations of Client Support, including queue health monitoring, QA reviews, and team standups.
• Coach and train team members to ensure high-quality support, while handling complex escalations and providing hands-on coverage as needed.
• Partner with the Client Support Manager on process improvements, weekly updates, and cross-functional operational planning.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by interpreting EHR data and making recommendations for revenue cycle teams. As a Smartian, you'll build technology that makes healthcare more accurate and sustainable, working with a small, mission-driven team.

• Build and run customer support for enterprise partnerships, handling compliance-driven flows with precision and fast resolution.
• Be hands-on from day one: resolve tickets, refine knowledge base, and scale through internal hires or BPO partners.
• Report to Head of Product, ensuring customer voice shapes product improvements and operational processes.

Bastion builds regulated financial infrastructure for modern businesses, offering stablecoin issuance, custodial wallet infrastructure, and global asset conversion rails. The company is a fast-paced startup with a compliance-first culture, seeking a hands-on leader to build and run customer support operations.

• Actively manage escalated roadside assistance cases, providing real-time coaching and support to ensure service excellence.
• Monitor team performance metrics and intervene proactively to maintain service flow and resolution timelines.
• Partner with operations leadership to identify trends, drive improvements, and model a customer-first mindset.

HONK transforms the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. As a remote-first company, they are a community of diverse and passionate individuals who believe in the strength of inclusivity and collaboration.

• Set up and maintain voice & SMS support across multiple products.
• Own day-to-day operations and manage BPO partners to ensure quality.
• Analyze KPIs and customer feedback to drive continuous improvement.

We build and scale next-generation SaaS and mobile platforms. Our global team of experts collaborates across time zones to deliver high-impact products used by millions.

• Manage daily operations and agents across multiple markets, floating to where you're needed most.
• Conduct 1:1s, provide constructive feedback, and lead team meetings to ensure alignment.
• Handle complex customer requests and monitor tasks, emails, and phone time for accountability.

Ski Butlers is the global leader in ski and snowboard rental delivery, serving over 40 resorts in North America and Europe. Founded in 2004, the company has cultivated a culture of collaboration, teamwork, and fun, with a focus on exceptional service and community.

• Handle account operations including unlocks, provisioning, and permission changes.
• Triage incoming tickets from Slack, email, and web forms using runbooks.
• Build foundational knowledge of Canvas platform and clinical workflows.

Canvas Medical provides an EMR platform for healthcare automation. It is backed by top investors and focuses on giving care teams superpowers with software.

• Lead daily operations of the Agency Service Center, ensuring service level agreements and quality standards are met.
• Develop and coach supervisors and service professionals to build a high-performing team.
• Drive operational excellence through continuous improvement, data-driven decisions, and cross-functional collaboration.

Horace Mann provides insurance and financial products to educators. They serve over 4,100 school districts nationwide, have over $12 billion in assets, and are publicly traded on the NYSE.