Source Job

• Lead and develop a team of Tier 2 Customer Support Specialists through coaching, training, and performance management.
• Monitor team performance against CSAT, response times, and QA scores, using data to drive improvement.
• Serve as a bridge between frontline support realities and leadership, translating strategic goals into actionable plans.

Spectora is the leading SaaS property inspection platform that helps inspectors build and scale successful businesses. With a decade-long track record, the company touches about half of all property sales in the US and fosters a high-energy, humorous culture with a team that values growth and both IQ and EQ.

• 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.

• Lead a team of Member Support Representatives, providing coaching, feedback, and performance reviews.
• Monitor team performance against metrics and identify coaching opportunities.
• Serve as the first point of escalation for member issues and partner with cross-functional teams.

Foodsmart is a Foodcare platform that delivers nutrition-driven healthcare. It serves over 3 million members and recently secured a $200 million investment to expand its reach.

• Lead and mentor a team of 7-15 customer service agents through coaching, one-on-ones, and team huddles to enhance performance and service delivery.
• Monitor real-time metrics, review interactions, and develop action plans to improve agent performance and customer satisfaction.
• Collaborate with cross-functional teams to identify trends, optimize processes, and champion a proactive service model.

Palmetto is a leading clean tech company accelerating the transition to clean energy through innovative software, financial products, and services. They foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.

• Lead, coach, and develop the Customer Support team through hiring, training, and performance conversations.
• Manage daily operations of support queues and handle complex escalated customer issues.
• Monitor performance metrics using Zendesk and Sigma, identify trends, and drive data-informed improvements.

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses and care for their clients. Founded in 2016, we are a remote-first team of curious and empathetic people headquartered in Toronto, trusted by tens of thousands of practitioners across 70+ countries.

• Lead a seasonal team of 30 Print Quality Resolution Assistants and 2 Specialists, ensuring premium customer experience and high print quality standards.
• Manage real-time phone queues, adjust staffing to meet service levels, and partner with Workforce and Print Quality teams on policy and training.
• Monitor team case data in Salesforce, surface trends to leadership, and provide regular performance updates on quality metrics and CSAT.

Minted operates a marketplace empowering independent artists to sell and scale their work, connecting them with a global audience. The company is headquartered in San Francisco, employs over 350 full-time employees plus seasonal workers, and has raised over $300M from top-tier investors.

• Lead and develop a high-performing Customer Support team, ensuring operational excellence across all service channels.
• Monitor KPIs such as SLA, CSAT, and resolution rates, using data to drive team performance and process improvements.
• Act as a hands-on leader during complex cases, supporting the team and collaborating with cross-functional teams.

Jobgether is an AI-powered job matching platform that connects candidates with hiring companies. The company operates in a dynamic, collaborative environment focused on growth and innovation, with an emphasis on diversity and inclusion.

• Serve as the frontline operational leader of the Support team, spending about half the day in the queue and the other half coaching and driving improvements.
• Develop team members through biweekly 1:1s, training, and mentoring, while owning escalations and maintaining quality standards.
• Manage weekly metrics, knowledge base updates, and the Facebook support channel to turn trends into proactive improvements.

OpenEd opens the world to every learner, providing customized, world-class education and resources to over 100,000 students. They have a strong culture with an eNPS of 76, placing them in the top .1% of technology companies.

• Manage and develop the Customer Service team, maximizing performance and quality.
• Conduct coaching, organize team meetings, and ensure individual and collective skill development.
• Define and monitor team results, handle HR aspects, and support communication between team and company.

Ilek is a neo-energy supplier launched in 2016, providing green electricity and biogas from independent French producers. As a B Corp certified company, it operates a short-circuit model that simplifies and makes the energy market more transparent and accessible.

• Lead, mentor, and develop a team of Customer Success Professionals, providing coaching and performance feedback.
• Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR).
• Analyze customer health trends and data to proactively mitigate churn risks and identify improvement opportunities.

Propelus simplifies workforce compliance management across healthcare with innovative technology and strategic partnerships. A trusted leader for over 20 years, they deliver seamless compliance solutions to millions, with a focus on bringing more good into the lives of people serving healthcare.

• Supervise a team of Patient Success Specialists, assisting patients with test status updates, portal issues, and coordinating redraws.
• Manage inbound calls and live chats to deliver timely support, while collaborating with cross-functional teams to resolve inquiries.
• Contribute to process improvement initiatives to enhance the patient experience and ensure team exceeds KPIs.

Natera is a global leader in cell-free DNA testing, specializing in oncology, women's health, and organ health. The company operates with a team of highly dedicated professionals from world-class institutions, fostering a culture of caring and growth.

• Manage all operations for a few processes or clients to meet SLAs and drive operational efficiency.
• Work closely with the team and managers to achieve quantitative and qualitative SLAs and KPIs.
• Ensure measures are in place to improve quality, turnaround time, and overall process efficiency.

UST HealthProof reshapes the future of health insurance by reducing administrative costs and building better healthcare experiences through a modern, cloud-based core administration ecosystem. It is a fast-paced, growing company run by leaders with strong health plan and technology backgrounds, fostering a supportive environment where individual growth is nurtured.

• Lead operational excellence by overseeing day-to-day functions to ensure efficiency, consistency, and alignment with business goals across teams.
• Drive performance and accountability by setting clear goals, monitoring KPIs, and holding teams responsible for service levels and quality standards.
• Collaborate cross-functionally with leaders in Quality, Training, Workforce, Product, and Data to identify gaps and implement scalable solutions.

Papa provides social support by pairing older adults and families with trained companions to reduce loneliness and improve health. Founded in 2017 and headquartered in Miami, the company is backed by major investors and fosters a people-first culture focused on community and belonging.

• Establish and document scalable support processes, workflows, and SLAs.
• Define, track, and report on key support metrics like first response time, resolution time, and CSAT.
• Lead and develop a team of Customer Support Technicians while handling complex escalations.

Casechek is on a mission to innovate the implant supply chain and bring greater transparency to the cost of patient care. We are a small, growing company automating workflows for vendor-supported surgical procedures.

• Lead, coach, and support a team of five Customer Service/Support Representatives, ensuring timely and accurate service.
• Serve as the primary escalation point for complex customer issues, including product shortages, shipping delays, and inventory discrepancies.
• Oversee customer service KPIs and implement process improvements to enhance order accuracy and delivery speed.

Paige Datacom, a GCG company, powers, connects, and automates our world with top brands and extensive value-added services. They are a global leader with a responsive startup DNA, committed to meeting customer needs while focusing on environmental and community responsibility.

• Lead and inspire a high-performing Customer Success team to drive customer satisfaction, retention, and growth.
• Collaborate with Sales, Marketing, and Product to create a unified customer ecosystem.
• Establish clear goals, KPIs, and processes to optimize team performance and customer success.

Docebo is an AI-powered learning platform that helps organizations create, deliver, and manage training. With over 900 employees worldwide, they foster a culture of trust, positive intent, and diverse perspectives.

• Manage daily contact center operations and make real-time adjustments to hit service level agreements.
• Direct and develop Customer Experience Supervisors to hit operational targets and support business objectives.
• Own complex escalations, deliver fast resolutions, and implement structural fixes to prevent recurrence.

Natera is a global leader in cell-free DNA testing for oncology, women's health, and organ health, aiming to make personalized genetic testing part of standard care. The team includes highly dedicated professionals from world-class institutions who care deeply about their work.

• Manage and oversee a team of Client Success Managers to ensure successful customer outreach and business reviews.
• Collaborate with internal departments to achieve customer success and maintain productive software use.
• Mentor staff, delegate responsibilities, and ensure accountability in meeting score card metrics.

Nextech is a leader in specialty healthcare technology solutions. The company invests in its employees with competitive pay, bonuses, and comprehensive benefits, fostering a culture of diversity and inclusion.

• Supervise and coordinate daily classification/labeling activities for a team of 8-15 content labeling associates.
• Monitor employee performance, provide weekly feedback, and implement improvement plans as needed.
• Foster a culture of teamwork and continuous improvement through daily stand-ups, calibration sessions, and open communication.

DoubleVerify is a leading software platform for digital media measurement and analytics. The company employs a diverse team of associates, QA professionals, and leads, fostering a culture of passion, accountability, collaboration, and trailblazing (PACT).

• Lead a team of Technical Account Managers to resolve complex technical problems and deliver proactive guidance.
• Advocate for customers with product management and engineering teams using data-driven insights.
• Hire, train, and coach team members to foster collaboration and customer empathy.

Twilio is shaping the future of communications with innovative solutions for hundreds of thousands of businesses, empowering millions of developers worldwide. We are a remote-first company with a strong culture of connection and global inclusion, committed to employee growth and diverse experiences.