Serve as primary owner and administrator of core Customer Operations platforms.
Build and maintain dashboards and reporting that provide visibility.
Design scalable workflows supporting Support, Customer Success, and Partner Operations.
Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. They are data-driven and customer-obsessed as they work to solve interesting and complicated challenges in a fast-growing global market and are relentless in maximizing our team’s career goals.
In Depth understanding of Netomi systems - AI Studio, Backend Architecture, Agent Desk Integrations.
Understanding of business requirements for our different customers and how they can be solved through AI Studio.
Participate in the software development lifecycle to learn the new system/feature.
Netomi is the leading agentic AI platform for enterprise customer experience. They work with the largest global brands to enable agentic automation at scale across the entire customer journey and is backed by WndrCo, Y Combinator, and Index Ventures to help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Nielsen is a global leader in audience measurement, data, and analytics, shaping the future of media. Measuring behavior across all channels and platforms to discover what audiences love, they empower their clients with trusted intelligence that fuels action.
Own and optimize CX platforms, ensuring performance and alignment with operational needs
Design and improve support workflows, automation, and ticketing logic
Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
Age of Learning is a leading developer of learning resources for Pre-K through 5th grade, helping children build a foundation for academic success. They have served over 50 million children worldwide and are a global leader in advancing equity, access, and opportunity for all children.
Serve as the primary queue manager for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets to appropriate team members, tracking status, and ensuring SLA compliance.
Provide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate complex or unfamiliar issues with clear documentation and context.
Support other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practices.
Dudek began in 1980 serving Southern California’s water and wastewater agencies. Today, they are a 100% employee-owned firm supporting clients nationwide, recognized by leading industry organizations and honored with national Top Workplace Awards.
Serve as the point of contact for complex customer inquiries and escalations.
Troubleshoot issues related to integrations, workflows, and platform performance.
Partner with Engineering and CSMs to ensure alignment on customer priorities.
Oomnitza offers the industry’s most versatile Enterprise Technology Management platform that orchestrates and automates key business processes for IT. Their SaaS solution enables enterprises to leverage their existing infrastructure systems and automate processes.
Design and execute roadmap to decouple ticket volume from headcount
Cultivate radical accountability and hold everyone to a high standard
Drive issue resolution through deep healthcare data proficiency
Aledade, a public benefit corporation, empowers independent primary care practices. Founded in 2014, they've grown into the largest network of independent primary care in the country, offering a collaborative, inclusive, and remote-first culture.
PushPress is an AI-powered gym management platform built for boutique fitness, transforming how boutique fitness owners operate and how the entire $100B global fitness industry connects, transacts, and grows. They are a global team of builders, operators, and fitness fanatics on a mission to level the playing field for independent fitness entrepreneurs.
Manage intake and triage of CX tool enhancement and configuration requests, ensuring timely updates and communication.
Build, configure, and test workflows, automations, dashboards, and reports in CX tools according to team guidelines.
Maintain accurate documentation of tool configurations, governance standards, and training resources.
Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Founded in Montreal, Canada in 2005, Lightspeed serves retail, hospitality, and golf businesses in over 100 countries with teams across North America, Europe, and Asia Pacific.
Build a deep knowledge of the ClickUp product to provide contextualized support to strategic clients.
Scope, validate, and optimize client workflows in order to enable adoption of the platform and drive renewals of both the product and the service.
Work closely with clients to understand their use of ClickUp, their goals, and their processes.
ClickUp is building the future of work by creating the first truly converged AI workspace. They unify tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos.
Own the technical delivery of our AI-powered operational tooling stack and Zendesk ecosystem.
Build an enterprise-grade operational technology platform for our internal Ops.
Automate core agent workflows with AI tooling.
Clipboard exists to lift as many people up the socioeconomic ladder as possible. They dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity with an app-based marketplace. They are a fast-growing Series C marketplace and a YC Top Company with a global, remote team of 1,000+ people.
Drive operational analytics by identifying trends, root causes, and measuring the impact of key initiatives.
Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles.
Translate operational questions into measurable hypotheses and actionable insights.
Sport Alliance is a market-leading company in the dynamic, fast-growing FitTech industry. The company fosters a diverse and inclusive environment with talented colleagues from around the world.
Own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership.
Act as a business owner and power user of Freshdesk and related tools; define requirements, monitor adoption, and partner with the Systems/IT team for configuration and implementation.
Design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience.
Restaurant365 is a SaaS company disrupting the restaurant industry with a cloud-based platform providing a unique, centralized solution for accounting and back-office operations. Their culture focuses on empowering team members to produce top-notch results while elevating their skills.
Provide oversight and continuous improvement of service management and operational processes across Managed Services.
Provide operational oversight of service management platforms supporting Managed Services to ensure effective utilization, reliability, and alignment with delivery processes.
Identify inefficiencies, bottlenecks, and handoff challenges impacting delivery velocity and customer outcomes.
Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to its clients. They employ more than 1,200 people all over the United States, and its culture embodies the spirit of a startup with the advantage of a scalable business where employees can grow their career.
Become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat.
Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2 nd line support .
Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience.
AutogenAI is a leader in Generative AI SaaS, transforming how organizations create and optimize winning bids, tenders, and proposals through cutting-edge natural language processing technology. They are one of the fastest-growing AI companies in the world, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors.
Act as a primary point of contact for customer inquiries across support channels.
Troubleshoot and resolve first-line issues with accuracy, empathy, and efficiency.
Own and manage escalated cases, including sensitive issues such as medical complaints, ensuring timely and appropriate resolution.
Roo's mission is to empower animal healthcare professionals with opportunities to earn more and achieve greater flexibility in their careers and personal lives. They have built the industry-leading veterinary staffing platform, connecting Veterinarians, Technicians, and Assistants with animal hospitals for relief work and hiring opportunities, with over 20,000 veterinary professionals in their network.
Craft and execute innovative strategies to streamline and automate customer support workflows, reducing case backlog and improving resolution times, ensuring Engine delivers exceptional service.
Collaborate with cross-functional teams including engineering, product, and customer support to implement and optimize Salesforce Service Cloud solutions that enhance the overall customer experience.
Lead the design and management of complex screen flows and Omni-Channel configurations to increase operational efficiency, scalability, and responsiveness within the support organization.
Engine is transforming business travel into something personalized, rewarding, and simple. More than 20,000 companies already rely on Engine to support over 1 million travelers and billions in annual bookings each year.
Make decisions about the ideal tech stack to improve GTM efficiency.
Administer HubSpot: users & permissions, properties, pipelines, deals, contact & company data model, workflows, lists, templates, and reporting.
Design, implement and maintain integrations between systems (native integrations, middleware like Zapier/Make, custom scripts using APIs).
EasyLlama transforms the HR compliance industry by reinventing outdated and uninspiring training solutions and adapting them for the mobile-first generation. They have earned the trust of over 5,000 clients, including brands like Shake Shack, WeightWatchers, Sephora, JiffyLube, and Y Combinator.
Lead a team of service desk agents providing technical support to maintain ACWS accessibility.
Develop targeted communications and training to build knowledge and resolve repeating issues.
Oversee Service Desk operations, aligning with ITIL practices and meeting SLAs.
LMI accelerates government impact with innovation and speed, bringing commercial-grade platforms and mission-ready AI to federal agencies. With a focus on agility and collaboration, LMI serves the defense, space, healthcare, and energy sectors, and is headquartered in Tysons, Virginia.
Keep operations running accurately; own and execute back-end processing tasks.
Look for ways to improve and propose solutions to reduce friction.
Document and communicate clearly, producing clean, clear operational artifacts.
Tem is rebuilding the energy transaction, making it transparent and fair. They aim to put power back in the hands of customers and address access to low-cost electricity. With a $75 million Series B funding, Tem is scaling internationally with AI-driven infrastructure.