Source Job

• Serve as first point of contact for customer inquiries via ticketing system, chat, email, and phone.
• Troubleshoot and resolve basic to moderately complex technical issues following established processes.
• Accurately document all customer interactions and escalate issues when necessary.

Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. It is a Providence Equity portfolio company with a focus on putting people and safety first.

• Provide world-class technical and non-technical support to customers via email, phone, and live chat.
• Coordinate with Engineering and Product Management on product issues and releases.
• Develop positive customer relations and assist in updating technical documentation.

Turnitin is a recognized innovator in global education, developing learning integrity solutions for over 25 years. They serve 16,000+ academic institutions in over 185 countries and foster a remote-first culture with a diverse team across 35+ countries.

• Own technical support for customers, resolving issues and maintaining data connection stability.
• Configure customer-facing templates and implement scheduling tools and CRM integration.
• Collaborate with internal teams to ensure seamless service and provide feedback on user experience.

Steer offers a suite of software tools for automotive repair shops, combining marketing, CRM, and scheduling into one platform. With the acquisition of AutoOps in 2024, the company is a leader in the industry and fosters a collaborative, high-ownership culture.

• 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.

• Support customers via live chat, calls, and emails, helping e-commerce business owners globally set up the product.
• Record and segregate technical issues and product requests, routing them to the product team.
• Identify roadblocks in product activation by watching customer usage videos and suggesting UI/UX improvements.

BiteSpeed is an AI-native Marketing, Support & Sales suite for e-commerce brands, working with 3000+ brands globally. Backed by Sequoia and having raised $5.5M+, the company has grown 10X over the past year.

• Act as a second point of contact for complex technical issues, handling voice, SMS, WhatsApp, and integrations.
• Analyze, reproduce, and resolve issues in collaboration with Engineering, Product, and Success teams.
• Create and maintain internal documentation while training frontline support on technical topics.

Aircall is an AI-powered customer communications platform used by 22,000+ companies worldwide. We have a diverse team of 45+ nationalities and a culture of ownership, continuous learning, and thoughtful speed.

• Provide world-class technical support for hardware and software, resolving complex customer issues.
• Collaborate with Engineering and Product teams to reproduce bugs and improve product feedback.
• Author knowledge base articles and ensure SLA goals are met with timely, helpful responses.

Samsara is the pioneer of the Connected Operations™ Cloud, enabling organizations that depend on physical operations to harness IoT data for actionable insights. As a public company with a hyper-growth environment, they foster a culture of rapid career development and collaboration across global teams.

• Serve as the primary point of contact for customers via phone, email, chat, and remote support sessions.
• Troubleshoot and resolve issues related to software installation, configuration, licensing, upgrades, and integrations.
• Leverage AI-powered tools to accelerate troubleshooting, knowledge discovery, and case summarization.

Cleo provides integration, managed file transfer, and EDI solutions to over 4,000 clients with a 99% retention rate. The company fosters a culture of support and life-work balance, encouraging team growth and collaboration.

• Provide exceptional customer support via phone and email for a health and wellness e-commerce client.
• Assist customers with product questions, orders, shipping, subscriptions, and account issues.
• Navigate multiple systems and maintain accurate documentation while delivering empathetic service.

ModSquad provides customer support, content moderation, and social media services to top brands globally. Since 2007, the company has been a primarily remote organization with a team supporting over 50 languages in more than 90 countries.

• Deliver world-class customer experience and provide first-line support for complex inquiries.
• Investigate and resolve technical issues through emails, live chats, and support calls.
• Partner with Product and Engineering teams to identify product opportunities and improve documentation.

AlphaSense provides AI-driven market intelligence for decision-making, trusted by over 6,000 enterprise customers. Founded in 2011, the company is headquartered in New York City with more than 2,000 employees globally.

• Serve as the initial point of contact for end user inquiries, providing timely support via email, chat, and Slack.
• Troubleshoot and resolve technical issues related to the application, distinguishing between user errors and system-level problems.
• Own client issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by analyzing EHR data for revenue cycle teams. The company is a remote-first team with a mission-driven culture and offers benefits like unlimited PTO and parental leave.

• Own enterprise customer relationships as the primary technical support partner for a portfolio of enterprise customers.
• Solve complex technical problems across NICE CXone and related applications, including routing, telephony, and APIs.
• Leverage AI-powered tools to accelerate investigations, gain customer insights, and drive proactive outcomes.

NICE develops software products used by 25,000+ global businesses to deliver extraordinary customer experiences, fight financial crime, and ensure public safety. With over 8,500 employees across 30+ countries, they are consistently recognized as an innovation powerhouse in AI, cloud, and digital.

• 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.

• Act as first-line support via chat, resolving product issues with empathy and efficiency.
• Document bugs, analyze logs, and collaborate with engineering for resolution.
• Own the knowledge base, create help center articles, and support new feature releases.

Secfix automates security compliance in Europe, helping companies achieve ISO 27001, GDPR, TISAX, and SOC 2 quickly. The 100% remote team has hubs in Munich, Berlin, and London, and is backed by top VCs including Octopus Ventures.

• Serve as the primary IT contact, ensuring a high-touch, empathetic support experience for all employees.
• Troubleshoot hardware and software issues and explain solutions in clear, jargon-free language.
• Manage the full lifecycle of equipment, from onboarding to offboarding, and build a helpful knowledge base.

Midi Health is the largest virtual care clinic for women in midlife, providing evidence-based care for perimenopause and menopause. We are a fast-growing, mission-driven company building the infrastructure for this new category of care.

• Support AlertMedia customers by assessing inbound tickets and live chats regarding technical issues and account questions.
• Communicate with professionalism and empathy to resolve customer issues and ensure a world-class experience.
• Collaborate with team members and escalate advanced cases as needed to the appropriate teams.

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. We are a Best Places to Work company 10 years running, with a collaborative and inclusive culture focused on keeping people safe.

• Lead and manage Tier 1 and Tier 2 support teams to ensure timely issue resolution.
• Champion an AI-first support culture by driving adoption of AI-powered tools for faster, higher-quality customer support.
• Monitor support metrics, provide mentorship, and collaborate cross-functionally to drive continuous improvement.

Clearer.io reimagines eCommerce by enhancing search, discovery, and customer engagement through innovative apps. We are a global, collaborative team focused on empowering eCommerce brands to accelerate growth, with a culture built on creativity and transformation.

• Own every escalation, start to finish, leading P1/P2 incidents and driving cross-functional coordination.
• Solve the hardest technical tickets involving SaaS integrations, REST APIs, SSO, and webhooks.
• Hold the AI accountable by spot-checking resolutions and improving knowledge base macros.

Sprinto is an Autonomous Trust Platform that centralizes trust requirements across security frameworks, vendors, and customers. Trusted by over 3,000 organizations across 75 countries, Sprinto helps companies stay audit-ready and manage real-time risk.

• Implement Mavenoid for customers and empower the sales team to close more deals.
• Collaborate with Customer Success and Product teams to create and manage documentation.
• Teach and empower customers to use Mavenoid while staying up to date with product features.

Mavenoid is the Intelligent Support Platform for products and devices, delivering best-in-class customer support with intelligent troubleshooting and remote support. Having raised our Series B, we are a remote-first company with a small, impactful team operating globally.

• Diagnose and troubleshoot technical issues remotely, taking ownership of customer issues from start to finish.
• Respond to customer escalations and inquiries related to Mashgin's hardware and software via chat, email, and video conferencing.
• Maintain subject-matter expert knowledge of deployment systems and software, with occasional travel (10%) to deploy new locations.

Mashgin powers the world's best checkout experience using AI kiosks for over 40 million users. Backed by a well-funded Series B, the company is profitable and values extreme ownership, autonomy, and customer obsession.