Monitor agent performance in quality, productivity, and attendance to maintain QA scores above 9%.
Provide frequent coaching based on QA feedback, metrics, and ticket observations.
Handle escalations, ensure schedule adherence, and maintain coaching logs.
Clipboard is on a mission to uplift communities through its app-based marketplace that connects healthcare professionals with workplaces. Founded in 2016, the company is a remote-first team of over 1,000 people and has been profitable since 2022.
Lead and coach Support Analysts to deliver timely, accurate, and professional customer resolutions.
Manage daily support operations, ticket triage, queue health, SLAs, escalations, and quality monitoring.
Use performance data and cross-functional partnerships to drive continuous improvement.
Interwell Health is a kidney care management company that partners with physicians to reimagine healthcare and help patients live their best lives. The team is mission-driven, collaborative, humble, inclusive, and focused on delivering on promises.
Own delivery of the AHT reduction project, planning, running, and reporting on progress against target.
Lead the phone systems rollout as a discrete project, working closely with the AutOps team.
Run the complaints process end to end and lead a small team of direct reports, coaching them to hit targets.
Tem is rebuilding the energy transaction to make it transparent and fair, building the first AI-native infrastructure for buying, selling, and pricing electricity. With a $75 million Series B led by Lightspeed, the company is scaling internationally to bring fair access to low-cost electricity.
Lead and develop a fully remote customer support team handling chat, phone, and email for families.
Take ownership of quality assurance, including ticket audits, coaching sessions, and root cause analysis.
Act as escalation point for difficult family situations and drive continuous improvement through data and reporting.
OpenEd is an education technology company that opens the world to every learner. With over 100,000 students served, they maintain a strong culture with an eNPS of 76, placing them in the top 0.1% of technology companies.
Lead and develop support teams focused on personalized customer experiences.
Establish operational goals and monitor performance metrics to drive improvement.
Collaborate cross-functionally to enhance service delivery and customer satisfaction.
This partner company operates in the technology sector, focusing on customer support and success. It is a remote-first organization that emphasizes collaboration and customer advocacy.
Guide and mentor customer support team members towards achieving operational goals.
Ensure excellent team communication, problem-solving, and professional etiquette for highest customer satisfaction.
Collaborate with managers from other departments to discuss issues and process improvements.
We are building an open, safe and sustainable marketplace for gamers. Our marketplace supports close to 20m+ active users and is growing fast, with a culture of trust and safety.
Lead daily customer support operations, ensuring high service levels and team accountability.
Coach and develop team leads and supervisors to improve performance and service quality.
Partner with Production to resolve complex issues and drive process improvements.
Partner company is a production-focused organization handling customer orders and manufacturing. It fosters a collaborative, fast-paced remote culture with an emphasis on continuous improvement and accountability.
Lead and motivate a team of customer service agents in a remote contact center.
Oversee daily operations to exceed service levels and customer satisfaction targets.
Collaborate with departments to improve processes and train staff.
Duluth Trading Company creates innovative workwear and gear for hands-on individuals. They foster a can-do, hard-working culture with a digital-first mindset.
Support daily operations of customer care across all contact channels, ensuring high-quality service and satisfaction.
Oversee and guide a team of supervisors, monitor performance, provide coaching, and implement best practices.
Analyze KPI dashboards, resolve escalated issues, and partner with cross-functional teams to drive continuous improvement.
Golden Pet Brands creates a world where pets live longer, healthier lives from their first meal. They are a pet food company with multiple brands and have donated over $9 million to date, fostering a culture of ownership and collaboration.
Lead and develop a team of Customer Experience Representatives, fostering a culture of empathy and continuous improvement.
Build customer education and self-service resources, including a knowledge base, FAQs, and training materials.
Drive automation and AI initiatives to simplify support workflows and improve customer experience.
Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. They are expanding their team and offer a remote US role.
Lead and support frontline Customer Solutions teams in a hybrid environment, focusing on exceptional customer experiences.
Coach and develop team members to grow skills and confidence as Scout scales.
Partner cross-functionally to improve processes and scale the support organization.
Scout Motors is reviving an iconic American vehicle brand, developing electric and range-extended pickup trucks and rugged SUVs. The company fosters an entrepreneurial, inclusive culture and empowers teams to innovate and build from the ground up.
Lead and grow the Product Support team, setting SLAs, performance goals, and ticket-handling standards.
Own and optimize the Zendesk instance, including macros, triggers, and automations to scale support.
Serve as the connective tissue between Support, Customer Success, Product, and Engineering for bugs, incidents, and trends.
Ellevation provides technology solutions that help educators and multilingual learners succeed. They are a growing, mission-driven company that values empathy, systems thinking, and building a diverse and inclusive team.
Design and lead the support program infrastructure for a rapidly scaling AI healthcare platform.
Manage a team of Customer Support Specialists, overseeing technical troubleshooting and escalation to Engineering.
Drive continuous improvement through data analysis, KPI tracking, and knowledge base development.
Knowtex uses ambient AI scribing to reduce healthcare documentation burden, partnering with the VA to support clinicians. It is scaling rapidly from 7,500 to 80,000 users, with a mission-driven culture focused on veteran care and clinician well-being.
Lead Billing Support through change management and operational rigor.
Turn billing data into performance stories and recommendations for leadership.
Influence cross-functional partners and build scalable workflows in a fast-paced startup.
Rula is a remote-first mental healthcare company dedicated to making mental health care work for everyone. They are a startup with a culture of inclusion, supporting employees in feeling safe, seen, heard, and valued.
Serve as primary point of contact for support escalations and critical situations.
Lead regular service reviews and operational discussions to ensure alignment on priorities.
Develop trusted relationships with customer stakeholders and advocate for customer needs.
Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains. With over 2,000 employees worldwide, the company has won several Top Employer awards and fosters an innovative, market-leading culture.
Own and manage customer tickets from intake to resolution or escalation.
Troubleshoot customer-reported issues directly, resolving what you can without waiting.
Communicate proactively, flagging blockers and risks before they become problems.
GridUnity is the industry leader in interconnection life cycle management, delivering cutting-edge software solutions that eliminate bottlenecks in the interconnection process. We are a lean, fast-moving team that values bold thinking, reliability, and continuous learning.
Lead day-to-day operations of the Landowner Relations team, ensuring accurate and timely handling of landowner inquiries in a high-volume service environment.
Provide leadership, coaching, and performance management to balance productivity, quality, and landowner experience.
Partner with internal teams to coordinate resolution of complex inquiries and identify operational improvements.
EQT Corporation is an energy company focused on natural gas production. They foster a culture of transparent leadership and collaboration, where every voice is heard.
Lead and coach a team of M365 Ambassadors through biweekly 1:1 sessions and performance improvement plans.
Oversee case queue triage, resolve escalated issues, and ensure SLA adherence.
Analyze team performance, share insights, and collaborate with operations to improve POD effectiveness.
This role involves managing a POD of M365 Ambassadors to ensure operational performance and high-quality service for Microsoft customers. The team fosters a collaborative environment aligned with service excellence, focusing on people management and operational oversight.
Lead a team of CS agents dedicated to social media comment moderation and DM response, setting standards for tone, speed, and accuracy.
Oversee day-to-day performance, including CSAT, response time, and resolution time targets, while maintaining brand-consistent responses.
Run regular coaching sessions and team meetings, provide direct feedback, and handle escalations of sensitive or negative comments.
We are dedicated to helping women feel their best through every chapter of their wellness journey with thoughtfully formulated supplements. As a growing company, we prioritize quality and transparency in our products.
Lead, coach, and develop a team of six Business Account Coordinators to ensure exceptional B2B customer support.
Serve as an escalation point for complex customer issues and drive process improvements for service excellence.
Partner with cross-functional teams including Customer Experience, Finance, and Retail Operations to achieve business goals.
Red Wing Shoe Company is a global footwear company based in Red Wing, Minnesota, with 2,300 employees worldwide. They maintain a close-knit family atmosphere as a privately-held company, focusing on innovation and employee engagement.