Source Job

• Lead, coach, and develop a team of Customer Support Representatives, fostering a collaborative culture.
• Own SLA adherence, queue prioritization, escalation handling, and knowledge base management.
• Partner with Engineering, Product, Account Management, and Marketing to drive customer advocacy.

Kalibri Labs helps redefine and rebuild the hotel industry using cloud-native data pipelines and advanced AI/ML models. The company is growing and seeks passionate, entrepreneurial individuals who dream big and challenge the status quo.

• Lead and develop a fully remote customer support team handling chat, phone, and email for families.
• Take ownership of quality assurance, including ticket audits, coaching sessions, and root cause analysis.
• Act as escalation point for difficult family situations and drive continuous improvement through data and reporting.

OpenEd is an education technology company that opens the world to every learner. With over 100,000 students served, they maintain a strong culture with an eNPS of 76, placing them in the top 0.1% of technology companies.

• Set up and maintain voice & SMS support across multiple products.
• Own day-to-day operations and manage BPO partners to ensure quality.
• Analyze KPIs and customer feedback to drive continuous improvement.

We build and scale next-generation SaaS and mobile platforms. Our global team of experts collaborates across time zones to deliver high-impact products used by millions.

• Provide direct client support, manage escalations, and communicate with upset clients using non-violent communication.
• Contribute to project implementation, analyze metrics, and identify process improvements.
• Communicate with partners and internal teams to represent client voice and share learnings.

Code for America uses technology to make government services work for everyone, with a focus on transparency and fairness. The organization fosters a supportive, flexible environment and a collaborative culture driven by meaningful impact.

• Own delivery of the AHT reduction project, planning, running, and reporting on progress against target.
• Lead the phone systems rollout as a discrete project, working closely with the AutOps team.
• Run the complaints process end to end and lead a small team of direct reports, coaching them to hit targets.

Tem is rebuilding the energy transaction to make it transparent and fair, building the first AI-native infrastructure for buying, selling, and pricing electricity. With a $75 million Series B led by Lightspeed, the company is scaling internationally to bring fair access to low-cost electricity.

• Act as the primary escalation point for customer support issues and handle complex inquiries via phone, email, and chat.
• Lead, schedule, and support a team of part-time customer support representatives, including hiring, onboarding, and training.
• Diagnose and resolve product-related issues during live events and collaborate with internal teams to improve processes.

LoveStream is a high-growth events technology company powering thousands of live and virtual experiences across the U.S. The company started in weddings and hospitality and has expanded into corporate events, brand activations, and enterprise experiences for some of the world's biggest companies.

• Acts as the initial point of contact for Talkdesk's platform related issues, accurately capturing incident details and attempting immediate resolution.
• Familiarity with Reporting, Workforce Management, and Quality Management applications for issue triage, data verification, and system health monitoring.
• Maintains rigorous ticketing hygiene, SLA compliance, and knowledge base documentation while providing professional customer support.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. With a global team and recognition as a Leader in the Gartner Magic Quadrant for CCaaS, the company fosters an inclusive culture where diverse perspectives drive success.

• Own the daily operations of Client Support, including queue health monitoring, QA reviews, and team standups.
• Coach and train team members to ensure high-quality support, while handling complex escalations and providing hands-on coverage as needed.
• Partner with the Client Support Manager on process improvements, weekly updates, and cross-functional operational planning.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by interpreting EHR data and making recommendations for revenue cycle teams. As a Smartian, you'll build technology that makes healthcare more accurate and sustainable, working with a small, mission-driven team.

• 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.

• Resolve escalated customer cases through advanced troubleshooting and cross-functional coordination.
• Serve as the primary escalation point and mentor for Tier 1 support agents.
• Identify systemic issues and collaborate with teams to improve customer experience and workflows.

Scout Motors is reviving the iconic Scout vehicle by developing electric and hybrid SUVs and trucks. The company fosters an inclusive, entrepreneurial culture and is building a new team from the ground up.

• Lead Billing Support through change management and operational rigor.
• Analyze data to drive performance and cross-functional alignment.
• Build scalable workflows in a fast-paced startup environment.

Rula is a mental health company dedicated to providing quality, evidence-based care and eliminating stigma. They are a remote-first startup with a focus on diversity and inclusion.

• Support accounts as the operational point of contact between customers and internal service delivery teams.
• Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers.
• Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions.

Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide.

• Ensure customer success by driving full value realization of the platform.
• Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
• Manage the customer relationship, acting as a trusted advisor to executive and senior leadership.

Twilio is a communications platform that delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide. They are a remote-first company with a strong culture of connection and global inclusion, with a diverse team making a global impact each day.

• Establish and lead a unified Tier 1 helpdesk serving a global user community.
• Manage a small team of Helpdesk Officers, setting standards for service quality and resolution.
• Collaborate with engineering, product, and partner teams to improve processes and user experience.

The company provides technology solutions to support language communities and Bible translation efforts. It is a mission-driven, fully remote organization with a small, collaborative team.

• Lead day-to-day operations for a team of Patient Experience Specialists, ensuring effective performance and adherence to KPIs.
• Provide coaching, mentorship, and feedback to team members while managing escalations and difficult patient interactions.
• Collaborate with stakeholders to drive process improvements, prepare performance reports, and foster a positive team culture.

Montu is Australia's largest healthtech business focused on alternative healthcare, supporting patients, doctors, and pharmacies through its Alternaleaf clinic and other platforms. Recognized as Australia's fastest-growing tech company for two consecutive years and named #1 on LinkedIn's Top Startups Australia 2024, it has a high-performance, results-driven culture with a large team.

• Set, manage, and meet customer expectations regarding scope, budget, and timeline to ensure successful implementations.
• Serve as the primary point of contact, guiding customers through solution architecture, configuration, and deployment.
• Proactively analyze usage patterns and technical health to identify optimization opportunities and drive platform adoption.

Twilio is a communications platform company that delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide. They are a remote-first company with a strong culture of connection and global inclusion.

• Lead and develop support teams focused on personalized customer experiences.
• Establish operational goals and monitor performance metrics to drive improvement.
• Collaborate cross-functionally to enhance service delivery and customer satisfaction.

This partner company operates in the technology sector, focusing on customer support and success. It is a remote-first organization that emphasizes collaboration and customer advocacy.

• Support AlertMedia customers by assessing inbound tickets and live chats regarding technical issues and account questions.
• Communicate with professionalism and empathy to resolve customer issues and ensure a world-class experience.
• Collaborate with team members and escalate advanced cases as needed to the appropriate teams.

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. We are a Best Places to Work company 10 years running, with a collaborative and inclusive culture focused on keeping people safe.

• Build the shift schedule and on-call rotation to ensure 24/7 coverage.
• Own weekly quality audits and coach the team to maintain high standards.
• Act as the escalation point for reps and protect trust between support tiers.

Wing Assistant builds AI-enabled workforce solutions for growing businesses. They are a corporate team focused on customer support, with a culture of hands-on leadership and accountability.

• Manage a portfolio of multiple projects, overseeing deliverables and proactively identifying risks.
• Serve as the primary escalation point and ensure alignment across internal and external teams.
• Contribute to scale efforts by establishing and improving implementation management processes and best practices.

Trunk Tools is an AI company revolutionizing the construction industry by embedding intelligent automation into field operations. With 100+ employees and $70M in funding from top-tier investors, they are scaling fast and entering a period of hypergrowth.