Source Job

• Manage a high-value portfolio of hotel customers across North America, serving as their primary point of contact.
• Act as a strategic advisor, leveraging hospitality expertise to provide tailored recommendations.
• Identify and drive upsell opportunities while proactively implementing churn reduction strategies.

Cloudbeds is transforming hospitality by building an intelligent platform that powers properties across 150 countries. With over 650 employees across 40+ countries, they are known as the World's Best Hotel PMS Solutions Provider.

• Own the customer experience and handle customer tickets, escalations, billing questions, bug reports, and product education.
• Scale support through AI and self-serve by spotting repetitive ticket categories and building human-in-the-loop workflows.
• Develop the team by managing one full-time support IC plus contractors and VAs, setting role clarity, goals, and performance expectations.

Instrumentl is a profitable SaaS platform that helps nonprofits discover, track, and win grant funding. They are a hypergrowth, YC-backed company with over 5,500 customers and are committed to building something that matters.

• Motivate, coach, and develop professional individual contributors and supervisors who support the customer experience at Rover.
• Partner with workforce management at both Rover and BPO partner sites teams to organize, prioritize and schedule work assignments to meet business needs.
• Review customer contacts and identify ways to improve the customer experience, as well as own escalated customer contacts and resolve them.

Rover connects pet parents with trusted pet care across the U.S., Canada, Europe, and Australia. Headquartered in Seattle and Barcelona, they are a values driven, fast-growing tech company focused on building safe and personalized experiences tailored to the needs of each unique pet. They were named among the 100 Best Companies to Work For in Seattle Business Magazine and Washington’s Best Workplaces in the Puget Sound Business Journal.

• Lead and develop a team of Support Managers overseeing Customer Support Advocates.
• Drive performance across a 24/7 support organization, ensuring strong coverage and service quality.
• Scale team structures, processes, and staffing models to support business growth.

Justworks helps businesses get off the ground by enabling them to focus on running their business. They solve HR issues and are data-driven, with a supportive, entrepreneurial environment. They value their people and are united by shared goals.

• Create and configure hotel accounts in backend systems, ensuring accuracy and proper branding.
• Resolve Customer Operations tickets, including updates to registration cards, authorization forms, and messaging configurations.
• Support high-volume rollout initiatives (e.g., scheduling waves, configuration projects) and participate in special projects.

Canary Technologies is revolutionizing the hospitality industry with its AI-powered software, helping over 20,000 hoteliers in 100+ countries to work smarter and improve guest experience. It's recognized as a Deloitte Technology Fast 500™ company, backed by top Silicon Valley investors, fostering innovation.

• Manage, support, and coach a team of Customer Support Specialists to help customers succeed using Juniper Square's platform.
• Develop team members with intention, provide direct feedback, and create pathways for growth while guiding them through transformation with new AI tools and workflows.
• Use AI-powered tools and support data to drive decisions, maintain SLAs, and collaborate with other teams to enhance product quality and customer experience.

Juniper Square's mission is to unlock the full potential of private markets by digitizing privately owned assets like commercial real estate and private equity to bring efficiency and transparency. It is a values-driven organization operating with a digital-first approach across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England.

• Lead and develop frontline agents through coaching and feedback.
• Monitor performance against metrics, ensuring quality and accuracy.
• Foster a culture of accountability and support within the team.

Owner is an AI-native system helping local business owners succeed, especially restaurants, by replacing multiple tools with one. With a team in the low hundreds, they consist of top talent from successful SMB software companies and are rapidly scaling to match customer growth.

• Develop and execute customer success strategies focused on customer retention, adoption, value realization, and expansion opportunities.

Librestream delivers advanced AR and AI-driven software that empowers frontline workers in industries like manufacturing, energy, and aerospace. They connect field technicians with remote experts using real-time video collaboration, AR guidance, and digital workflows. Harris is a leading provider of mission critical software to the public sector in North America.

• 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.