Source Job

• 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.

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues.
• Proactively build strong relationships with key contacts of the customer operations organization.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution.

Amwell transforms healthcare for all through technology and innovation. With almost two decades of experience, they serve large healthcare organizations in the U.S. and worldwide, fostering a culture of respect, inclusion, and collaboration.

• Provide proactive, empathetic customer service and manage advanced technical issues for enterprise clients.
• Independently handle high-priority cases, escalations, and contribute to knowledge management and mentorship.
• Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives.

Applied Systems is an Insurtech company with over 40 years of experience transforming the insurance industry through innovative software and services. They are building a team that values learning and collaboration within a culture centered on values and inclusivity.

• Serve as a non-technical Program Manager driving execution, readiness, and validation for complex customer experience initiatives.
• Own and manage integrated workback plans, UAT programs, and phased rollouts with cross-functional teams.
• Coordinate readiness activities, stakeholder communication, and executive reporting to ensure successful program delivery.

Blueprint is a technology solutions firm that helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams. They are headquartered in Bellevue, Washington, with a strong presence across the U.S., and their team is bold, smart, agile, and fun.

• Oversee cloud engagement operations and lead a team of Cloud Engagement Consultants to ensure effective communication and service delivery.
• Manage the AI-driven knowledge base and communication strategies for cloud services, enhancing stakeholder experience and transparency.
• Drive cross-functional collaboration and process standardization to improve efficiency and scalability across cloud operations.

Unit4 provides innovative enterprise and business software solutions for service organizations, empowering people with self-driving ERP software. It is a fast-paced, high-growth company with a people-centric culture built on trust and autonomy.

• 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.

• Manage day-to-day support operations for a team of 8-10 Support Engineers.
• Lead the onboarding, technical mentoring, and career coaching for all direct reports.
• Partner with Support and CX Operations to refine workflows and improve internal tooling.

Tailscale is building software that makes it easy to securely interconnect people and their devices, no matter where they are. Founded in 2019 and fully distributed, they're backed by Accel, CRV, Insight, Heavybit, and Uncork Capital.

• 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.

• Serve as a resource for resolving escalated technical support cases, utilizing Zendesk automation and microservices expertise.
• Troubleshoot software issues involving APIs, containers, and cloud services, while collaborating with Engineering on bug prioritization.
• Analyze ticket trends and implement automated solutions to improve operational efficiency and customer satisfaction.

Blackpoint Cyber is a leading provider of cybersecurity threat hunting, detection and remediation technology. Founded by former NSA cyber operations experts and fueled by a recent $190m series C round, the company is in hyper-growth mode and committed to equality in employment.

• Act as the final escalation point for complex Cloud infrastructure issues, analyzing logs and metrics to identify root causes.
• Own high-severity incidents, coordinate resolution with Engineering, DevOps, and SRE teams, and contribute to preventive actions.
• Mentor L1 and L2 support engineers, create runbooks and SOPs, and collaborate with Product teams to reproduce issues.

Gcore provides infrastructure and software solutions for AI, cloud, network, and security, powering real-time communication, streaming, enterprise AI, and secure web applications. With 550+ professionals globally, they collaborate with partners like Intel, NVIDIA, Dell, and Equinix to support the digital ecosystem.

• Act as the primary point of contact for major customer incidents, managing expectations and communications through resolution.
• Analyze customer data including support cases and survey responses to identify technical trends and risks.
• Proactively guide customers on Ping's features aligned with their business objectives and adoption trends.

Ping Identity provides an intelligent, cloud identity platform that enables secure and seamless digital experiences. The company serves over half of the Fortune 100 and fosters a culture of inclusion and digital freedom with employees globally.

• Responsible for the customer's day-to-day experience of Tintri Support.
• Proactively monitor the health of the customer's install base and ensures timely resolution of escalations.
• Maintain a documented relationship that keeps the account healthy across multi-year contract cycles.

Tintri by DDN provides data management solutions tailored for enterprise workloads. As a subsidiary of DataDirect Networks (DDN), Tintri combines DDN's expertise in high-performance storage with Tintri's focus on analytics, automation, and data protection, striving to maximize uptime, performance, and efficiency.

• Troubleshoot and resolve technical issues across voice, data, security, and video services for residential and small business customers.
• Document interactions, monitor outages, identify root causes, and escalate unresolved issues as needed.
• Work scheduled shifts including nights, weekends, and holidays, while adapting to a fast-paced environment.

Lumos provides 100% fiber optic internet to homes and businesses across nine states in the East and Midwest, aiming to close the digital divide. After merging with North State and joining forces with T-Mobile, they continue to grow rapidly with a startup mindset and a focus on customer experience.

• Own and evolve the operating model for Maven’s Client Support function.
• Lead and develop a team of Client Support Associates.
• Bring the operational perspective into Product and Engineering conversations.

Maven Clinic is the world's largest virtual clinic for women and families, aiming to make healthcare work for everyone. They provide clinical, emotional, and financial support through a digital platform, trusted by over 2,000 employers and health plans, and they have an award-winning culture.

• Become a platform expert, deeply understanding the Submittable platform, diverse customer use cases, and internal processes.
• Provide empathetic, real-time support via calls, chats, and emails, solving technical and billing issues while maintaining high customer satisfaction.
• Proactively guide users with best practices, maintain help resources, and bridge feedback to the Product team to improve the platform.

Submittable transforms how organizations create social impact through a platform that empowers mission-driven groups. In 2024, the company helped run 30,000 programs and distributed over $10 billion in funding, with a culture focused on innovation, collaboration, and growth.