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• Lead a shift team of support agents to meet SLA targets and manage day-to-day operations.
• Conduct ticket audits, assess resolution quality, and implement improvement plans.
• Provide mentorship, handle escalations, and screen candidates for technical and soft skills.

This posting describes a contractor role supporting Microsoft clients through M365 administration. The company is a large multinational technology organization with a culture focused on cloud services and enterprise support.

• Lead operations and agents to meet established SLAs.
• Manage day-to-day operations, escalations, and performance evaluations.
• Provide mentorship and insights to improve agent and customer experience.

This company provides technical support services to Microsoft's clients through a team of freelancers. The role involves leading a shift team to ensure high-quality operations and agent management.

• Lead and scale the global customer support organization, owning end-to-end support experience for a global customer base.
• Drive operational excellence through process optimization, automation, and AI-assisted support workflows.
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success to align support strategy with company goals.

CoreView is the global leader in Microsoft 365 tenant resilience, serving over 23 million users worldwide. They empower organizations to master M365 complexity with robust security and governance, and foster a collaborative, innovative culture.

• Lead and manage a technical support team for Microsoft 365 solutions.
• Drive operational excellence, productivity, and team performance.
• Provide coaching, mentoring, and process optimization in a remote environment.

Our partner company provides technical support and IT services for Microsoft 365 solutions. They emphasize a collaborative, performance-driven work culture and offer remote work opportunities.

• 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.

• 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.

• Lead and develop a team of 10-15 Campaign Managers and Strategists, coaching them into consultative client partners.
• Build scalable operational systems and processes to maintain high service quality as the team expands.
• Act as primary escalation point for critical client issues, exercising authority over concessions and solutions.

Feathr is a nonprofit marketing platform trusted by over 1,300 nonprofits, helping them build purposeful connections and grow impact. They are building an amazing culture with a focus on growth and helping the helpers, with a dedicated team.

• 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.

• 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.

• Act as Tier 2 Technical Support escalation point for Microsoft 365 issues.
• Monitor and coordinate tickets in DFM, assess resolution quality, and implement solutions.
• Provide additional support including upskilling, onboarding new SMEs, and training ambassadors.

The company connects freelancers with clients needing specialized IT support. It operates as an online platform with a global workforce of independent contractors.

• Coach and develop a team of 5 high-performing ICs, fostering a culture of ownership and continuous improvement.
• Baseline operations across volumes, cycle times, quality, and cost, then build a prioritized improvement roadmap.
• Partner with Product Managers and Engineering Leads to ensure operational insight shapes the product roadmap.

Canva is an online graphic design platform that enables users to create visual content. They are a large, fast-growing company with a culture of innovation, collaboration, and operational excellence.

• Lead and grow a customer support team of 4-9, fostering a culture where going above and beyond is the norm.
• Own the customer experience by setting a relationship-first standard and modeling empathetic, human engagement.
• Build scalable processes and playbooks that preserve the personal, relationship-driven service that sets the company apart.

ComputerCare is a woman-owned IT services company that combines certified technical expertise with genuine human connection to manage device lifecycles and perform authorized repairs for clients worldwide. With a team-oriented culture built on accountability, quality, and lasting relationships, they value technical excellence and the people behind it.

• 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.

• Leads the day-to-day operation of the Philippines-based Order Management team, ensuring disciplined execution and high-quality order processing.
• Manages team performance through KPIs, SLAs, and quality measures, driving continuous improvement and operational excellence.
• Builds strong cross-functional relationships with Sales, Billing, Revenue, and Finance teams to resolve queries and support commercial partnership.

Turnitin is a recognized innovator in global education, developing learning integrity solutions that support critical thinking. With over 25 years of experience, the company serves over 16,000 institutions in more than 185 countries, fostering a remote-first culture and a diverse community of colleagues worldwide.

• Act as the primary escalation point for customer support issues and handle complex inquiries via phone, email, and chat.
• Lead, schedule, and support a team of part-time customer support representatives, including hiring, onboarding, and training.
• Diagnose and resolve product-related issues during live events and collaborate with internal teams to improve processes.

LoveStream is a high-growth events technology company powering thousands of live and virtual experiences across the U.S. The company started in weddings and hospitality and has expanded into corporate events, brand activations, and enterprise experiences for some of the world's biggest companies.

• Manage a team of 5-10 Special Projects Assistants, providing training, coaching, and daily oversight.
• Monitor project progress and quality, ensuring timely completion and adherence to protocols.
• Build and maintain Excel dashboards to track team productivity and case volume.

Keller Postman is a law firm representing clients in complex litigation, including class actions, mass torts, and arbitration proceedings. They emphasize high-stakes cases and are committed to innovation and exceptional results.

• Provide Tier 1/2 support for M365 Copilot, including troubleshooting access, permissions, and product issues across Teams, Outlook, and web.
• Manage Copilot licensing, monitor usage, and support onboarding/offboarding with Entra ID and role-based access.
• Maintain knowledge bases, track known issues, and assist with adoption and prompt coaching for end users.

3Cloud is a managed services firm specializing in cloud solutions, including Microsoft Azure and M365. The company fosters a culture of experimentation, direct feedback, and collective growth, with a focus on delivering outstanding client experiences.

• 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.

• 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.