Own and continuously improve the CX quality framework across customer support interactions, ensuring consistent evaluation standards and actionable feedback loops.
Analyze customer feedback, support tickets, and operational data to identify recurring issues, root causes, and opportunities to improve the customer experience.
Monitor and report on key CX metrics such as CSAT, CES, NPS, FCR, and ticket trends, using insights to prioritize improvements and measure impact.
Lead a growing team of Customer Experience Associates across multiple support channels, ensuring fast, high-quality, and consistent support.
Build operating rhythms, workflows, staffing practices, and coaching programs to scale a multi-channel support environment.
Use data to manage performance, identify customer pain points, and partner cross-functionally to drive improvements.
Benepass provides a customizable fintech platform for companies to administer employee benefits. The company has raised approximately $75 million in equity capital and is backed by leading investors, fostering an inclusive, remote-first culture.
Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce contact rate.
Benepass is a fintech platform that helps companies reimagine how they take care of their people by offering customizable benefits. Backed by top investors and having raised $75M, they are a high-growth company with a remote-first culture and a commitment to inclusion.
Own end-to-end performance of your division, driving first response time, first contact resolution, and backlog health.
Coach and develop Managers into a strong, independent second line of leadership.
Serve as the operational partner for Quality, Automation, and WFM teams, ensuring new tools and programs work for frontline agents.
Eneba is building an open, safe, and sustainable marketplace for gamers, supporting close to 20 million active users. They focus on trust, safety, and market accessibility while scaling and diversifying their portfolio.
Build a clear, visible, and effective system for intake, prioritization, and sequencing with proactive reporting.
Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization.
Drive adoption and optimization of the CX tech stack to align with critical workflows across teams.
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify veterinary clinic operations and strengthen client relationships. The company values a structured hiring process and uses AI tools to support recruitment, focusing on fair and efficient candidate evaluation.
Own and optimize the operational foundation for post-sale customer experience, including systems, processes, reporting, and governance.
Partner cross-functionally with Account Management, Revenue Operations, Finance, and Product to translate strategy into execution.
Build scalable processes, maintain data quality, and implement automation to improve customer retention and growth.
Stacker is revolutionizing the traditional newswire business model by connecting brand newsrooms and publishers through a platform that helps over 100 content contributors extend their reach. As a bootstrapped, fast-growing remote-first company, we value ownership, integrity, and collaboration, fostering an inclusive culture with unlimited vacation, equity, and full health coverage.
Lead frontline CX team strategy and execution across channels, shaping expansion into chat and phone.
Use hands-on data analysis to drive operational improvements and influence cross-functional decisions.
Develop managers into effective leaders and build a customer-centric team culture during growth.
Spring Health is a global mental health company eliminating barriers to mental health with an AI-native platform for personalized support. Alma, a Spring Health Company, simplifies access to affordable mental health care for therapists and clients, with over 20,000 therapists in their network and $220.5M in funding, named to Inc's Best Workplaces in 2022 and 2023.
Drive quality consistency and operational integrity: Review customer interactions to assess compliance, risk, and quality standards.
Deliver behavior-based quality insights: Provide actionable feedback on customer interactions to support coaching and improvement.
Leverage AI-assisted tools to uncover patterns and translate insights into operational improvements.
Mercury is a fintech company that provides banking services through partner banks. They are an equal opportunity employer and value diversity and belonging.
Manage customer support tickets, escalations, refunds, and replacements to ensure timely resolution and maintain high satisfaction.
Monitor order flow, coordinate with 3PL partners, and resolve fulfillment issues to maintain accuracy and efficiency.
Identify recurring operational issues, develop SOPs, and collaborate with cross-functional teams to improve processes.
Our client is a growing eCommerce company focused on delivering exceptional customer experiences through efficient order management, reliable fulfillment operations, and responsive customer support. As the business continues to scale, they are seeking a dedicated professional to oversee day-to-day operations and improve customer satisfaction.
Define and evolve the centralized quality assurance strategy across customer support channels including email, chat, messaging, and voice.
Analyze QA results, customer interactions, and performance data to identify coaching opportunities and process improvements.
Partner with cross-functional teams to drive operational improvements, enhance customer experience, and shape AI-powered support workflows.
1Password is a cybersecurity company that provides password management and unified access management solutions, trusted by over 180,000 businesses including Fortune 100 leaders. With a culture of collaboration, transparency, and continuous improvement, the company has been recognized on the Forbes Cloud 100 for four years in a row.
Ensure consistent and excellent customer experience across support teams.
Manage resources efficiently and produce service metrics to drive improvements.
Promote use of AI and collaborate with global teams on service initiatives.
Unit4 is a cloud company redefining Enterprise Resource Planning (ERP) for mid-market people-centric organizations. With over 40 years of heritage, it is an agile, fast-growing company with a people-first culture.
Serve as an expert on Flock Safety products, providing quick and high-quality assistance to customers via phone, chat, and email.
Partner with Product, Engineering, Operations, Sales, and other teams to resolve escalated situations and improve customer experience.
Contribute to the Customer Help Center and make recommendations to enhance the product network.
Flock Safety builds technology that reduces crime and protects privacy by partnering with cities, businesses, schools, and neighborhoods. With over $1B in funding and an $8.3B valuation, they are a high-performance team united by urgency, ownership, and 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.
You'll be the first point of contact for ZayZoon customers, providing support via in-app chat and email.
You'll troubleshoot complex inquiries end-to-end and escalate when needed, ensuring nothing falls through the cracks.
You'll bring the customer perspective to internal teams, sharing patterns and insights that shape product improvements.
ZayZoon is a financial empowerment platform that helps businesses improve employee financial wellness through earned wage access. The company is a rapidly growing Series B startup with a fully remote, supportive culture.
Monitor all tickets, chats, and calls from assigned enterprise clients to ensure timely, accurate, and comprehensive support.
Serve as project manager for high-priority customer needs, coordinating resources across Customer Success, Development, and Product.
Collaborate with CS leadership to evaluate strategies and drive retention for enterprise customers.
Restaurant365 is a SaaS company that provides a cloud-based platform for accounting and back-office operations in the restaurant industry. The company focuses on empowering team members and fostering a culture of excellence and continuous improvement.
Own the relationship for one to two BPO partners against DoorDash's full Customer Experience performance matrix.
Run performance-management mechanism end-to-end and produce Weekly and Monthly Business Reviews for Director read.
Proactively diagnose and remediate performance issues, and partner with cross-functional teams to unblock partner performance.
DoorDash is a technology and logistics company that enables door-to-door delivery, aiming to empower local economies and go from a food delivery platform to one that delivers any goods. The company is growing rapidly and changing constantly, offering team members opportunities to share unique perspectives, solve challenges, and own their careers.
Lead a high-volume customer operations team, ensuring service levels, quality standards, and satisfaction goals are met.
Hire, mentor, and develop supervisors and frontline staff, overseeing BPO partnerships for team performance.
Drive process improvements using operational data, partnering with cross-functional teams to enhance customer experience.
Fresno Summit Advisors partners with a rapidly growing healthcare technology company that simplifies financial and administrative experiences for healthcare organizations and consumers. The company is scaling nationally, fostering a culture of accountability, collaboration, and continuous improvement.
Own the daily health of the support queue and enforce SLA targets.
Coach and develop a team of agents through structured QA and feedback cycles.
Collaborate with cross-functional teams to drive product readiness and escalation resolution.
First Due provides end-to-end software solutions for fire and EMS agencies to improve safety and operations. Over 3,000 agencies and 500,000 first responders use its platform, and it is FedRAMP High certified.
Guide and mentor the customer support team to achieve operational goals and ensure the highest customer satisfaction.
Collaborate with planning on staffing, perform employee reviews, and drive process improvements across departments.
Monitor business metrics and implement improvements in user journeys and support workflows.
Eneba is building an open, safe and sustainable marketplace for gamers, supporting close to 20 million active users. The company is growing rapidly and values trust, safety, and market accessibility.
Answer inquiries and provide support for Small Business and partnership customers regarding Carrot's products and services.
Manage eligibility files, support customer launches, and handle renewal communications across the portfolio.
Provide team-wide analytical support and contribute to process improvements to scale efficiency.
Carrot is the leading global fertility and family care platform, providing clinical guidance and support for members from pre-pregnancy through menopause. The company serves millions of members across 195 countries and is recognized as a defining force in healthcare innovation with a collaborative, inclusive culture.
Own the enablement roadmap tied to CX goals and customer outcomes.
Translate CSM feedback and business priorities into scalable enablement strategies.
Use AI and automation to modernize knowledge management and self-serve tools.
Omada Health is a virtual-first healthcare company reversing chronic disease using human-led care, connected devices, and AI. With over two million members served, it's a certified Great Place to Work that values trust, boldness, and collaboration.