Source Job

• Queue Leadership: Helping customers on complex issues alongside your team, identifying patterns, and spotting improvement opportunities.
• Team Support & Quality: Conducting quality reviews, helping teammates navigate difficult situations, and championing great work.
• Performance & Improvement: Reviewing KPI dashboards, requesting product training, and working with Support Operations to create new workflows.

Help Scout helps businesses delight more customers with their platform. They are a fully remote company with a team of 130+ people all over the world and a Certified B Corporation since 2019.

• Lead and mentor a multi-shift Support Engineering team.
• Refine the support journey for both customers and staff.
• Define and monitor key performance indicators (KPIs).

Tenable is the Exposure Management company, helping organizations understand and reduce cyber risk. They support 65 percent of the Fortune 500 and 45 percent of the Global 2000, creating a culture of belonging, respect, and excellence.

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services
• Directly troubleshoot customer issues and resolve them by implementing attainable solutions
• Evaluate and escalate bugs to development as they come to your attention inside the product

Granum is a software company focused on serving landscapers and arborists across North America, providing industry-specific solutions. They bring together software names like LMN, SingleOps, and Greenius into one ecosystem and have a collaborative, innovative, and supportive culture.

• Lead a remote team of engineers in your time zone.
• Develop talent through coaching, mentoring, feedback, and hands-on career development.
• Set and manage expectations with other engineering teams, management, and external stakeholders.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. As the company that publishes Ubuntu, they are changing the world of software with 1200+ colleagues in 75+ countries, promoting a culture of global distributed collaboration.

• Be accountable for the team's impact and guide the team to achieve a high level of technical productivity and reliability.
• Foster a healthy, results-oriented, and collaborative culture that is the bedrock of strong teams.
• Work with Product Managers and Designers to develop our technical roadmap and our approach to solving problems that improve the experience of patients and doctors.

Counterpart Health is transforming healthcare and improving patient care with our innovative primary care tool, Counterpart Assistant. They are a subsidiary of Clover Health with an exceptional team of value-based care and technology experts, driving value-based care at the speed of software.

• Develop strong knowledge of our Healthcare SaaS Solutions
• Serve as the first point of contact for customers seeking technical assistance
• Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps

Quality Coding Software Solutions (QCSS) Health simplifies the complexities of MLTSS service delivery through innovative, data-driven solutions. They aim to deliver cost-efficiencies, equitable access to care, and improved health outcomes, focusing on enabling health plans and providers to improve the health outcomes of their vulnerable populations.

• Lead a remote engineering team delivering enterprise content management solutions.
• Foster a collaborative culture across departments, focusing on personal development.
• Define strategic goals, oversee project intake, and cultivate a growth-oriented environment.

Jobgether is a platform that connects job seekers with partner companies. They use AI to match candidates with roles, ensuring applications are reviewed quickly and fairly.

• Lead and develop a team of technical support professionals through coaching and mentoring.
• Oversee end-to-end customer technical issue resolution, ensuring adherence to SLAs.
• Design and implement process improvements across the technical support workflow.

Intelerad offers medical imaging solutions that streamline information flow, simplify processes, and maximize efficiencies. They have nearly 800 employees across four countries and empower nearly 2,000 healthcare organizations globally.

• Engage with customers through Zendesk and other channels to support product questions, configuration issues, bugs, and unexpected system behavior.
• Perform initial investigation and troubleshooting by reviewing logs, audit history, debug tools, and other internal diagnostics to identify root causes where possible.
• Triage confirmed or unresolved issues to Product and Engineering, clearly documenting the customer’s problem and observed behavior, steps taken to investigate or reproduce the issue, and relevant context or artifacts.

Vesta is building the next-generation system of record to power the multi-trillion mortgage market. They believe that lenders will have to adopt a system of record platform that is modern, open, and orchestrated by best-in-class software workflows. The team values humility, empathy, self-awareness, and action.

• Lead and develop a team of senior engineers working on distributed systems. Manage and mentor remote engineers, fostering growth and career development. Promote a culture of collaboration, innovation, and continuous improvement.

ServiceNow started in 2004 transforming how we work with AI-enhanced technology. Today they are a global market leader, with over 8,100 customers, connecting people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

• Shape and enhance a global support structure for SMB clients and Member Apps.
• Optimize operations and unify processes to drive efficiency and service quality.
• Lead a team committed to creating exceptional customer journeys.

Jobgether is a platform that uses AI-powered matching to ensure applications are reviewed quickly and fairly. They identify top-fitting candidates and share the shortlist with hiring companies, with the final decision managed by the internal team.

• Working from your remote home office to provide technical support for employees.
• Acting as an internal customer advocate keeping them updated in a timely manner.
• Ensuring that each support case owned by you is handled according to our Service Level Agreement (SLA).

Canonical is a leading provider of open source software and operating systems. They are a pioneer of global distributed collaboration with 1100+ colleagues in 75+ countries and very few office based roles, founder led, profitable and growing.

• Provide timely support via email, phone, screen shares, and support tickets.
• Educate customers through troubleshooting and solution best practices.
• Work closely with teams to improve documentation and resources.

Mitratech builds products that simplify operations in the Legal, Risk, Compliance, and HR functions. They are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture.

• Serve as a strong advocate for customers and end users, representing their needs within the PerfectServe organization
• Build trusting relationships and provide day-to-day support to customers
• Lead process improvement and optimization initiatives that drive measurable value for customers

PerfectServe offers Best in KLAS clinical communication and physician scheduling solutions and is a Leader in the Gartner Magic Quadrant for Clinical Communication and Collaboration. They have seen an 88% growth rate over the past three years and need strong team members to help them continue to grow!

• Lead and manage an engineering team focused on provider acquisition and growth.
• Partner closely with cross-functional stakeholders to build systems for rapid experimentation and scaling.
• Ensure a seamless provider experience from onboarding to appointment scheduling.

Jobgether is the matchmaker using AI to connect talent with employers. They focus on ensuring applications are reviewed quickly and objectively, connecting top-fitting candidates directly with hiring companies, streamlining recruitment through AI-powered matching.