United States
Unlimited PTO
12w maternity
12w paternity
Manage a portfolio of complex customer situations and lead a team of support staff across multiple SaaS products.
Serve as the senior escalation point for executive-level issues, drafting communications and coordinating cross-functional resolution.
Drive operational improvements through process design, knowledge management, and performance coaching.
Cordance accelerates growth of B2B SaaS companies through acquisition and tactical guidance. It is an experienced operator with a passion for software, partnering with founders to scale businesses.
Lead and manage daily performance of assigned frontline teams, ensuring adherence to quality, productivity, and service standards.
Analyze key operational metrics and trends to identify risks and improvement opportunities.
Foster employee growth through structured coaching, mentoring, and ongoing performance feedback.
Carenet Health is a healthcare services company that provides patient engagement and care coordination solutions. The company operates with a focus on delivering a seamless member experience through its BPO operations, though specific size and culture details are not provided.
Lead, coach, and develop a team of 9 reps across Customer Success and Support, fostering a high-performance culture during regular office hours 9am-5pm PST.
Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS and response times.
Act as the first point of escalation for complex customer situations, stepping in to resolve issues and coaching reps through difficult conversations.
BackerKit helps creators bring projects to life, powering some of the world’s most successful crowdfunding campaigns. We are a remote-first team of ~40 people with a diverse, close-knit team that prizes creativity, enthusiasm, and a willingness to learn.
Manage and coach a multi-tier Support team to deliver best-in-class omnichannel customer experience.
Analyze team performance and ticket data to drive improvements in efficiency, quality, and response times.
Collaborate cross-functionally with Support leadership, Product, and Engineering on initiatives to continually improve operations.
Boulevard provides a client experience platform for appointment-based self-care businesses. Our team values diverse backgrounds and embraces experimentation to drive impact.
Oversee analytics, workforce management, quality assurance, and operational strategy to drive customer support performance.
Lead design of KPI frameworks, dashboards, and workforce forecasting to optimize service delivery across channels.
Manage quality assurance programs and cross-functional initiatives to improve workflows and customer experiences.
Jobgether is a job matching platform that uses AI to connect candidates with hiring companies. With a collaborative culture and a focus on efficient hiring, they offer benefits like fully remote work and 401(k) matching.
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.
Lead and develop a team of Remote Service Engineers to deliver exceptional technical support across scientific instruments and software.
Drive operational excellence by monitoring KPIs, implementing process improvements, and ensuring high-quality customer service.
Collaborate with cross-functional teams to optimize service delivery, manage talent pipelines, and promote continuous learning.
This position is listed on behalf of a partner company that manages applications and next steps. They value diversity, equity, accessibility, and employee well-being in a collaborative global work environment.
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 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 high-impact initiatives and projects within the CS team and cross-functionally, driving measurable outcomes from problem identification to shipped solutions.
Own the ongoing improvement of core Support tooling including Intercom and Fin, partnering with vendors and internal stakeholders.
Stay grounded in daily community reality by triaging tickets, using data to surface issues, validate improvements, and inform project work.
Kickstarter is the leading crowdfunding platform for creative projects across film, games, music, art, design, and technology. Since 2009, the company has helped creators launch projects generating billions in pledges, employing a fully remote team across the US and UK with a 4-day workweek.
Engage with customers through regular calls, business reviews, and daily needs to build long-term strategic partnerships.
Monitor adoption metrics, create success plans, and manage escalations to ensure customers utilize the full Axon platform.
Develop deep product knowledge and share industry best practices to help customers achieve operational goals.
Axon is a technology company focused on public safety, providing devices and cloud software to protect life. They aim to be a force for good with a fast-paced and meaningful work culture.
Lead, coach, and develop a team of ~8 customer support reps using Jane's 4C coaching model.
Handle customer escalations with empathy and partner cross-functionally to improve workflows.
Use support metrics and quality reviews to guide coaching and address performance challenges.
Jane is a founder-led, high-growth SaaS company building products and tools for healthcare clinics. With over 800 employees working remotely across Canada, the US, and the UK, the company fosters a culture of adaptability, resilience, and humility.
Own the vision, strategy, and roadmap for Carefeed's Admissions product capabilities.
Deeply understand customer workflows and translate complex needs into clear product requirements.
Lead cross-functional teams through discovery, delivery, and iteration to drive high-quality solutions.
Carefeed is a platform that digitizes and automates workflows for senior living and long-term care providers, replacing paper and disconnected tools. It is a fast-growing startup trusted by thousands of communities across the US and Canada, with a culture that values growth and development.
Oversee and manage a clinical operations team supporting mental health evaluations and case coordination.
Develop and improve standard operating procedures, quality assurance metrics, and performance indicators.
Analyze operational data to optimize capacity planning, resource allocation, and strategic decision-making.
Jobgether uses an AI-powered matching process to review applications quickly and fairly. They partner with companies to streamline hiring and share top candidates directly.
Provide support to support professionals and management through document creation, call management, and office automation.
Respond to customer inquiries and act as a liaison between customers and internal product divisions.
Collaborate with remote teams and ensure effective support operations across the organization.
Agilent is a global leader in laboratory and clinical technologies, providing advanced instruments, software, and consumables to support life science research, patient diagnostics, and safety testing. With 18,000 employees worldwide, the company fosters a dynamic and inclusive workplace built on trust, respect, and integrity.
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.
Provide thoughtful, responsive support to pet owners via phone, chat, and email.
Manage high call volumes, de-escalate difficult situations with empathy, and maintain calm while exemplifying company values.
Document interactions accurately in CRM and meet productivity and quality targets.
Trupanion is a leading provider of medical insurance for cats and dogs in North America, dedicated to helping pet owners budget and care for their pets. The company offers a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves.
Serve as the first point of contact via phone, chat, email, and web-based support portal to provide solutions.
Research, troubleshoot, and resolve support issues within response and resolution goals, identifying workarounds as needed.
Maintain detailed call and email records, prioritize issues based on SLAs, and meet customer satisfaction goals monthly.
Mitratech builds world-class products that simplify operations in Legal, Risk, Compliance, and HR functions. For over 35 years, they have served 20,000 global client companies, including 30% of the Fortune 500, and foster a diverse, inclusive culture with great people practices and learning opportunities.
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.
Leads a global team of Client Support Analysts or Engineers to deliver high-quality support experiences.
Oversees daily support operations, escalations, and performance metrics across Level 1 or Level 2 teams.
Champions client advocacy, knowledge management, and cross-functional collaboration to improve workflows.
Origami Risk delivers single-platform SaaS solutions that help organizations navigate risk, insurance, compliance, and safety management. Founded by industry veterans, the company offers innovative products and has a singular focus on client success, with a diverse and inclusive culture.