Source Job

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention.
• Apply deep hospitality or hospitality-technology experience to every escalation and process decision, understanding property operations and distribution.
• Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way, prioritizing accuracy over scale.

Cloudbeds is transforming hospitality with an intelligently designed platform that powers properties across 150 countries, processing billions in bookings annually. The company is a completely remote team of over 650 employees across 40+ countries, named the World's Best Hotel PMS Solutions Provider and featured on Deloitte's Technology Fast 500.

• Lead a global, multi-region customer support organization with full ownership of key performance metrics.
• Drive the adoption of AI-assisted support solutions while ensuring personalized customer interactions.
• Develop and coach managers across multiple time zones, fostering a culture of accountability and continuous improvement.

The company is a fast-growing technology environment in the hospitality industry. It fosters a remote-first, inclusive, and collaborative culture with a globally distributed team.

• Own the end-to-end customer support experience, improving CSAT through AI-led operations and cross-functional escalation management.
• Lead a global team across US, Europe, and Hyderabad, building culture and operational excellence.
• Use data to advocate for customers, managing support health metrics and surfacing pain signals to leadership.

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. With over 2,000 customers and a culture focused on innovation and human-first values, the company builds solutions for customer success, product experience, and community.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Own and optimize AI-powered support tools including chatbots, copilots, and automation workflows.
• Analyze customer interactions to improve AI response accuracy and reduce manual workload.
• Collaborate with Product and Engineering teams to design intelligent workflows and enhance customer experience.

The partner company is a technology-driven organization specializing in AI-powered support solutions for financial services. It operates as a remote-first, global team with a culture focused on innovation and collaboration.

• 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 administration and architecture of Kustomer (CRM), telephony stack, and all agent communication channels.
• Build and evolve AI tooling to enhance frontline agent performance and efficiency.
• Continuously improve system health and tooling to elevate both agent and customer experiences.

Novo is a financial technology company focused on providing digital banking services to small businesses. They are a growing company that values innovation and operational excellence.

• Lead and manage a high-performing agile software team building AI-powered revenue intelligence solutions for the hospitality industry.
• Actively contribute to the codebase, conduct code reviews, and mentor developers to deliver high-quality software.
• Drive process optimization, automation, and best practices to enhance team productivity and scalability.

Cloudbeds builds an intelligent hospitality platform that powers properties across 150 countries, processing billions in bookings annually. With over 650 employees across 40+ countries, they foster a remote-first culture of innovation and inclusion.

• Partner directly with the founder on operational priorities and company initiatives.
• Create accountability systems, workflows, and processes across the organization.
• Develop and maintain dashboards, reporting, and performance tracking systems.

Click and Love is a rapidly growing affiliate marketing and content business that blends organic content, paid advertising, and strategic partnerships. They are a scaling company seeking an operational leader to bring structure and accountability.

• 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 customer service operations end-to-end including escalation pathways, tooling, and metrics.
• Partner with engineering to translate operational needs into software tickets and with marketing on campaign operations.
• Build dashboards, track KPIs, and create systems and playbooks that let the organization scale.

Enveda is reinventing drug discovery by harnessing nature's intelligence to identify new medicines four times faster than industry standard. They are a Unicorn startup with a $150 million Series D, an award-winning culture recognized by Newsweek and Forbes, and a team driven by creativity, collaboration, and deep respect.

• Provide training to hotel clients on Bookassist systems and set up hotels on the platform.
• Answer general support queries from hotel clients over phone and email, troubleshooting technical and operational issues.
• Work with CRM and ticketing tools to manage support cases and liaise with sales and account management teams.

Bookassist is a multi-award-winning provider of online booking technology and digital strategy services for hotels. With offices in seven countries and a client base of over 2,000 hotels, the company fosters a professional, open, and collaborative working environment with a strong culture of trust and autonomy.

• 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.

• 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.

• Own the systems, processes, and data infrastructure that enable Customer Success and Account Management teams to operate at scale.
• Design and implement integration architecture in Planhat to create a single source of truth for customer health, engagement, and commercial data.
• Build proactive alerting, playbooks, and nudge workflows that surface risks and opportunities to CSMs and AMs without manual effort.

Adthena is an award-winning search intelligence platform powered by patented AI technology, helping brands, marketers, and agencies dominate their competitive landscapes with unparalleled insights into the paid search market. Trusted by global brands like Citibank, L’Oréal, and Volvo, and backed by Updata Partners, the company has been redefining search intelligence since 2012 with a strong culture (93% average approval rating, eNPS of 27) and a remote-first approach.