Source Job

• 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.

• 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, coach, and develop a team of Customer Support Representatives, fostering a collaborative culture.
• Own SLA adherence, queue prioritization, escalation handling, and knowledge base management.
• Partner with Engineering, Product, Account Management, and Marketing to drive customer advocacy.

Kalibri Labs helps redefine and rebuild the hotel industry using cloud-native data pipelines and advanced AI/ML models. The company is growing and seeks passionate, entrepreneurial individuals who dream big and challenge the status quo.

• 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.

• 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.

• You'll be the first point of contact for ZayZoon customers, providing support via in-app chat and email.
• You'll troubleshoot complex inquiries end-to-end and escalate when needed, ensuring nothing falls through the cracks.
• You'll bring the customer perspective to internal teams, sharing patterns and insights that shape product improvements.

ZayZoon is a financial empowerment platform that helps businesses improve employee financial wellness through earned wage access. The company is a rapidly growing Series B startup with a fully remote, supportive culture.

• Lead and scale the L1 support team, ensuring fast, empathetic, and high-quality customer experiences.
• Drive operational excellence by owning support metrics, SLA adherence, and transforming support into a strategic function.
• Partner with product and engineering teams to eliminate recurring issues and turn support into a growth driver.

Pencil is driving innovation in advertising technology with a SaaS product that harnesses Generative AI to redefine content creation. The company is mission-driven, aiming to make AI the default in advertising while helping small businesses and creative individuals, and fosters a customer-first culture.

• Lead and develop a remote team of Technical Support Specialists, driving operational excellence and customer satisfaction.
• Manage technical escalations and collaborate with Product and Engineering to resolve complex issues.
• Build scalable support processes and advocate for customer needs across the organization.

Attio is a CRM platform designed for go-to-market teams, leveraging AI to automate and understand customers. The company has raised $116M from top investors and fosters a culture of high standards, craft, and customer obsession.

• Provide first-line technical support to customers via live chat and ticketing, investigating complex issues and reproducing scenarios in real time. - Collaborate with Engineering to resolve product issues and improve the platform experience. - Manage high-volume real-time chats with rapid response times while maintaining high CSAT scores.

SpotMe is a B2B event platform that helps enterprises deliver CRM-connected experiences across in-person, virtual, hybrid events, and webinars. They operate with a global team and emphasize customer support as a competitive advantage.

• 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.

• Lead a dedicated team of product experts providing world-class technical support for Lingraphica devices and software.
• Implement systems and workflow enhancements to increase team efficiency and improve response times.
• Report user insights and trends to inform the product roadmap and partner with engineers to prioritize software issues.

Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication for people with aphasia and other speech impairments. They are a leader in augmentative and alternative communication technology and foster a fast-paced, goal-oriented culture.

• Lead and mentor a remote team of Customer Service and Technical Support Representatives.
• Serve as the primary escalation point for complex customer issues, including SIM activations, number porting, and billing inquiries.
• Monitor KPIs, conduct quality assurance, and implement process improvements to enhance team performance.

20four7VA is a virtual assistant company that connects offshore independent contractors with clients worldwide. The company offers competitive rates, weekly payments, and a supportive community for contractors.

• 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.

• Provide customer support through Slack, email, and virtual meetings with a solutions-focused approach.
• Manage and maintain the Nurture Library to ensure resources are organized and up-to-date.
• Monitor performance data to deliver insights and recommend process improvements.

Nurture, a Pushpay company, is a pastoral care platform helping churches shepherd their people through technology. Pushpay has 550 teammates supporting over 10,000 customers and has processed over $15 billion in charitable giving, growing rapidly.

• Respond to customer inquiries via email and live chat with timely, professional communication.
• Troubleshoot technical issues and become a product expert to educate customers on features.
• Partner with cross-functional teams to improve processes and capture customer feedback.

WellSaid Labs is the leading AI voiceover studio for enterprise and professional use. They are a fast-growing company with a collaborative team culture focused on building AI responsibly.

• 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.

• 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 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.

• 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.

• Lead a growing team of Customer Experience Associates across multiple support channels, ensuring fast, high-quality, and consistent support.
• Build operating rhythms, workflows, staffing practices, and coaching programs to scale a multi-channel support environment.
• Use data to manage performance, identify customer pain points, and partner cross-functionally to drive improvements.

Benepass provides a customizable fintech platform for companies to administer employee benefits. The company has raised approximately $75 million in equity capital and is backed by leading investors, fostering an inclusive, remote-first culture.