Lead and supervise a team of external Customer Experience Agents across email, chat, and phone channels.
Set clear performance expectations, KPIs, and quality standards; conduct regular coaching and feedback sessions to support team development.
Serve as the initiation escalation point for high-impact customer issues, directly responding to customer inquiries in a timely and professional manner.
Oversee daily claim workflows ensuring accuracy, timeliness and adherence to compliance requirements within Required SLAs.
Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans.
Coach and develop team members through 1:1s, performance management and targeted development plans.
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions. Extend works with more than 1,000 leading merchant partners across industries and our headquarters is in downtown San Francisco.
Answer customer calls and reply to email inquiries in a fast-paced environment.
Act as a point of escalation for complex customer and process issues.
Assist customers with navigating the Nutrafol website.
Nutrafol is a company that creates clinically tested products for hair growth and provide support for people at every step of their hair journey. They embrace individuality and differences, leading by example, and empowering themselves and others with their passion for wellness and innovation.
Deals directly with internal and external customers via telephone and electronic channels.
Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples and results.
Manage customers' accounts, document all customer interactions and communications.
Natera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for their work and each other.
Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment.
Monitor and manage operational performance across key service metrics.
Identify operational risks early by monitoring volume trends, service signals, and operational capacity.
Vio is a travel tech platform that helps millions of users make smarter travel decisions by comparing stays across 100+ booking sites. They aim to reshape how people discover and book accommodation through technology travelers can trust. They have operations in 100+ markets and are growing fast.
Lead, coach, and mentor a team of Customer Operations Specialists to meet and exceed performance expectations.
Monitor daily workflows and queues to ensure timely, accurate resolution of provider and client inquiries.
Track and analyze team performance against key metrics, including OKRs and productivity KPIs.
Grow Therapy is a technology-powered marketplace that empowers therapists, augments insurance payors, and serves patients in need of mental healthcare. They have raised more than $178mm of funding and have empowered more than ten thousand therapists and hundreds of thousands of clients across the country.
Help manage team priorities, track program timelines, deliverables, and risks.
Coordinate internal collaboration and provide marketing insights and reporting.
Develop monthly D2C campaign assets and analyze trends and results in quarterly reports.
Experian is a global data and technology company, powering opportunities for people and businesses around the world. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), they have a team of 22,500 people across 32 countries and our corporate headquarters are in Dublin, Ireland.
Build and maintain the operational model for Support and Moderation.
Implement and improve the quality system, including tone of voice control.
Manage the team (hiring, onboarding, performance management, development).
Social Discovery Group (SDG) is the 3rd largest social discovery company in the world, uniting 60+ brands with 500 million users. They solve the problems of loneliness, isolation, and disconnection by transforming virtual intimacy into the new normal.
Deliver fast, accurate, and empathetic support to healthcare professionals across chat, voice, and email.
Navigate tools like Zendesk and Salesforce to investigate cases and maintain accurate documentation.
Monitor trends and flag recurring issues or process gaps to improve worker experience and internal operations.
Clipboard Health helps professionals turn extra time into career growth and financial opportunity with an app-based marketplace. It is a fast-growing Series C marketplace with a global, remote team of 1,000+ people and has been profitable since 2022.
Support the Regional Sales team with back-office administration and agent interactions.
Assist with sales pipeline updates and maintain sales scorecards.
Manage and resolve day-to-day operational queries from both Sales and Agents.
Western Union is a global financial services company that provides money transfer and payment services. They have over 8,000 employees serving 200 countries and territories, with a focus on diversity and inclusion.
Deliver fast, accurate, and empathetic support to workplace customers across voice and email.
Troubleshoot issues, follow or adapt workflows, and escalate when necessary.
Develop expertise in products and processes to identify recurring issues and improve customer experiences.
Clipboard exists to help people move up the socioeconomic ladder by connecting professionals with workplaces for on-demand shifts. It is a fast-growing Series C marketplace with a global, remote team of 1,000+ people and has been profitable since 2022.
Provide operational oversight of outsourced Customer Service operations.
Oversee internal Customer Service operations.
Manage all executive-level escalations across the Servicing organization.
GoodLeap is a technology company that delivers financing and software for sustainable solutions. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology. Thousands of professionals rely on GoodLeap’s AI-powered applications and developer tools to drive more transparent customer communication and streamlined payment and operations.
Proactively monitor customer health scores and provide targeted guidance.
Act as the first line of defense for incoming customer inquiries.
LogicGate is an AI GRC platform helping governance, risk, and compliance teams limit surprises, strengthen resilience, augment program performance, and confidently quantify impact and business value. They are committed to delivering an exceptional experience for their employees and customers by empowering and enabling their people.
Queue Leadership: Helping customers on complex issues alongside your team, identifying patterns, and spotting improvement opportunities.
Team Support & Quality: Conducting quality reviews, helping teammates navigate difficult situations, and championing great work.
Performance & Improvement: Reviewing KPI dashboards, requesting product training, and working with Support Operations to create new workflows.
Help Scout helps businesses delight more customers with their platform. They are a fully remote company with a team of 130+ people all over the world and a Certified B Corporation since 2019.
Own and support relationships with our most strategic partners, and will be directly responsible for their success.
Work with internal product teams to ensure we’re prioritizing the right features for our merchants, dashers & customers.
Design marketing and promotional campaigns for new, returning or churned customers.
DoorDash's mission is to empower local economies. They are a technology and logistics company that started with door-to-door delivery and aims to expand into all goods, growing rapidly and constantly changing. They provide a supportive environment with comprehensive benefits.
Lead the daily work of a 10+ member Support Technician team to deliver strong productivity, quality, and customer experience results.
Improve customer outcomes and team effectiveness by setting clear technician‑level goals and communicating insights.
Build a resilient, high‑performing support organization by recruiting, developing, and retaining talent while growing future support leaders.
Applied Systems is transforming the insurance industry with innovative software and services. They have 40+ years of experience and a culture built on values that make them indispensable to each other.
Respond to inbound clinic inquiries via phone, email, and chat
Troubleshoot order issues, product questions, shipping updates, and documentation needs
Act as a voice of the clinic and patient internally
Verse Medical is building the modern software infrastructure to make hospital-quality care accessible everywhere. They are a well-funded Series C company backed by General Catalyst, SignalFire, and Sapphire Ventures, aiming to heal a fragmented system by connecting providers, payors, and patients.
Provide thoughtful, personalized communication to Felix users across all mediums.
Document common user issues effectively and concisely to influence product improvements.
Collaborate closely with other departments to share learnings across the Felix organization.
Felix is Canada’s first end-to-end platform providing on-demand treatment for everyday health, creating digital-first solutions. Founded in 2019, Felix's approach encompasses online assessments, lab testing, prescriptions, delivery, and ongoing care.
Facilitate deliveries from booking to successful drop-off.
Provide support for our customers and drivers via chat and phone.
Communicate with contacts to ensure deliveries are completed smoothly.
Curri's mission is to be the way the world delivers construction and industrial supplies. Curri provides on-demand, last-mile logistics for construction and adjacent industries with their nationwide fleet of cars, trucks, and flatbeds. They were founded in 2018.
Design and manage the operating rhythm for the CX organization, including leadership forums, business reviews, planning cycles, and cross-functional governance meetings.
Lead and develop a team responsible for CX programs and operational strategy supporting post-GTM customer-facing functions.
Define strategy, develop roadmaps, and execute high-impact initiatives spanning multiple customer-facing teams across the post-GTM lifecycle.
They are building the foundation for a safe, productive digital future, innovating the market-leading enterprise password manager and pioneering Extended Access Management. The company has surpassed $400M in ARR and is continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row.
Investigate, diagnose, troubleshoot and find solutions for queries sent through emails and live chats, leading support calls directly with customers as needed.
Be an expert on our product and continuously build your knowledge.
AlphaSense empowers companies to make smarter decisions with market intelligence and search built on AI. They have over 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.