Own complex or high-impact brand tickets through resolution, applying judgment beyond macros within established frameworks.
Serve as the first escalation point for issues, guiding them through active tickets and chats.
Identify root causes behind recurring issues and recommend fixes, not just workarounds.
ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale, helping brands run performance-driven creator programs while enabling top creators to monetize their influence. It recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures, and offers a fast-paced, high-growth environment with accomplished teammates.
Resolve escalated customer cases through advanced troubleshooting and cross-functional coordination.
Serve as the primary escalation point and mentor for Tier 1 support agents.
Identify systemic issues and collaborate with teams to improve customer experience and workflows.
Scout Motors is reviving the iconic Scout vehicle by developing electric and hybrid SUVs and trucks. The company fosters an inclusive, entrepreneurial culture and is building a new team from the ground up.
Manage escalation requests from initial receipt through to closure, assessing each case and coordinating with stakeholders.
Develop clear understanding of root causes behind customer issues and create action plans prioritizing tasks by urgency.
Work globally with departments to resolve complex issues and guide customers back to standard procedures after resolution.
Unit4 is a cloud company redefining Enterprise Resource Planning (ERP) for mid-market people-centric organizations. With over 40 years of heritage, they are an agile, fast-growing company that prioritizes a people-first community and high-performance culture.
Lead day-to-day Support operations, ensuring SLA adherence and quality standards across shift teams.
Manage incident response and operational bridges, standardizing escalation and problem management processes.
Drive continuous improvement through AI tools, process optimization, and stakeholder communication.
AB InBev is a leading global brewer and one of the world's top 5 consumer product companies, with over 500 beer brands. The Growth Group is an exceptional team focused on leveraging data and driving digital transformation, with a culture of innovation and growth.
Troubleshoot and resolve customer issues across email, SMS, phone, and video calls.
Build and maintain internal documentation and train teams on products and processes.
Collaborate cross-functionally to improve products based on customer feedback.
Podium provides AI employees for local businesses to automate conversations and drive revenue. Trusted by over 60,000 businesses, the company values customer obsession, founder mentality, zero drama, and enjoying the ride.
Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows.
Set a high bar for L3 investigations and ensure Engineering receives clear, actionable, well-validated defects.
Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.
Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We support nearly 5,000 customers and are a team of roughly 300 people across 22+ countries.
Be a trusted point of contact for customer questions via ticketing system, phone calls, and chat.
Become an expert on the Aescape recovery experience, including all of our customer-facing applications / platforms.
Share data and insights from customer interactions across teams to ensure that the voice of our customers informs critical business decisions.
Aescape is a physical AI and robotics company redefining human recovery through intelligent precision bodywork. The company is a growing startup backed by prominent investors, fostering a culture of passion, ambition, empowerment, inclusion, curiosity, and fun.
Handle high volume of user support requests via email, phone, and social media.
Triage incoming issues, accurately diagnose, and escalate bugs to engineering team.
Act as advocate for users, identify trends to enhance support process.
Promenade is a software company that helps local businesses with online and offline solutions, specializing in floral and food industries. The company is profitable, rapidly growing, and backed by top investors, with a fun, fast-paced culture.
Actively manage escalated roadside assistance cases, providing real-time coaching and support to ensure service excellence.
Monitor team performance metrics and intervene proactively to maintain service flow and resolution timelines.
Partner with operations leadership to identify trends, drive improvements, and model a customer-first mindset.
HONK transforms the towing and roadside assistance industry by turning high-stress automotive moments into seamless, brand-enhancing experiences. As a remote-first company, they are a community of diverse and passionate individuals who believe in the strength of inclusivity and collaboration.
Provide subject matter expertise and resolve complex customer problems.
Conduct extensive research and assist in handling escalated inquiries.
Collaborate with the team and communicate across departments.
Farfetch is a global platform for luxury fashion, connecting creators, curators, and consumers. They are a diverse and inclusive community with a focus on operational excellence and customer experience.
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.
Lead resolution of complex customer escalations for students with disabilities, ensuring empathetic and accurate support within established timelines. - Maintain expertise in SSD policies and operational workflows to support accommodations-related processes and execute time-sensitive tasks. - Identify recurring issues and collaborate with cross-functional teams to improve processes and customer outcomes.
College Board is a not-for-profit membership organization that helps millions of students navigate the path from high school to college and career through programs like the SAT and AP. With over 125 years of history, the organization is mission-driven and focuses on clearing a path for all students to own their future.
Receiving and processing requests per alerts and calls within SLA, creating tickets and routing to L2 engineers.
Timely reacting to calls and alerts, following support procedures, and participating in process improvement.
Implementing fixes of L1/L2 level according to pre-defined procedures and troubleshooting issues.
Miratech is a global IT services and consulting company that helps enterprises with digital transformation. With nearly 1,000 full-time professionals and a 99% project success rate, they foster a culture of relentless performance and continuous growth.
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.
Field complex and escalated technical issues for high-value clients.
Work directly with clients to resolve issues and maintain SLAs.
Serve as escalation point and product expert for support reps.
Granicus builds technology that transforms the Govtech industry, connecting governments with constituents. With 5,500+ government agencies and 300M+ citizen subscribers, they are recognized on GovTech 100 and BuiltIn's best places to work.
Provide customer support with shift schedule, including transaction and limit monitoring.
Monitor provider activity, allocate resources during downtime, and calculate potential losses.
Perform refunds and request user documents as needed.
FYST is a leading fintech company in the payments space. We are young, ambitious, and serious about growth, with a passionate team that values meaningful impact.
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.
Respond to merchant and customer inquiries across email, chat, and Slack.
Troubleshoot issues related to payments, payouts, subscriptions, checkout, and the merchant dashboard.
Investigate bugs, reproduce issues, and collaborate with Product and Engineering to drive resolutions.
Polar is building a billing and analytics platform for modern startups, offering built-in pricing and cost insights. They are a small, engineering-led team across Europe focused on high-velocity shipping.
Provide exceptional customer service to Airbnb's premium community, handling complex cases and ensuring resolution.
Utilize strong communication skills in English and Spanish to support guests and hosts across multiple channels.
Adapt to a fast-paced environment, demonstrating flexibility and ownership while collaborating with stakeholders.
Airbnb is a community marketplace for unique stays and experiences, connecting hosts and guests globally. With over 5 million hosts and 2 billion guest arrivals, Airbnb fosters a culture of inclusion and belonging.
Own member support across both The Dispatch and SCOTUSblog, handling account issues, troubleshooting, and retention.
Moderate comment sections, handle member programming logistics, and route feedback to the right teams.
Turn inbox insights into friction reports, file bugs, and improve help content to reduce repeat questions.
The Dispatch is a member-funded publication covering politics, policy, and culture from a fact-based, conservative perspective. With over 40,000 members and ownership of SCOTUSblog, they prioritize reader-driven journalism over algorithmic influence.