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.
Own and manage customer tickets from intake to resolution or escalation.
Troubleshoot customer-reported issues directly, resolving what you can without waiting.
Communicate proactively, flagging blockers and risks before they become problems.
GridUnity is the industry leader in interconnection life cycle management, delivering cutting-edge software solutions that eliminate bottlenecks in the interconnection process. We are a lean, fast-moving team that values bold thinking, reliability, and continuous learning.
Lead and develop a team of Customer Experience Representatives, fostering a culture of empathy and continuous improvement.
Build customer education and self-service resources, including a knowledge base, FAQs, and training materials.
Drive automation and AI initiatives to simplify support workflows and improve customer experience.
Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. They are expanding their team and offer a remote US role.
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.
Lead and coach Support Analysts to deliver timely, accurate, and professional customer resolutions.
Manage daily support operations, ticket triage, queue health, SLAs, escalations, and quality monitoring.
Use performance data and cross-functional partnerships to drive continuous improvement.
Interwell Health is a kidney care management company that partners with physicians to reimagine healthcare and help patients live their best lives. The team is mission-driven, collaborative, humble, inclusive, and focused on delivering on promises.
Handle the most complex support tickets escalated by L1, resolving issues autonomously and escalating when needed.
Maintain strong understanding of support processes, products, and procedures to ensure efficient issue resolution.
Perform quality control on L1 work, including ticket reviews and audits, while suggesting improvements.
Progress Partners is a fast-growing technology company building next-generation SaaS and mobile platforms. Our global team of experts collaborates across time zones to deliver category-defining innovations used by millions in over 160 countries.
Monitor agent performance in quality, productivity, and attendance to maintain QA scores above 9%.
Provide frequent coaching based on QA feedback, metrics, and ticket observations.
Handle escalations, ensure schedule adherence, and maintain coaching logs.
Clipboard is on a mission to uplift communities through its app-based marketplace that connects healthcare professionals with workplaces. Founded in 2016, the company is a remote-first team of over 1,000 people and has been profitable since 2022.
Lead and mentor team members on performance, soft skills, and case management best practices.
Manage onboarding, training, and process improvements to enhance team engagement and efficiency.
Handle sensitive escalations, conduct post-mortem reviews, and drive technical projects to resolution.
Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first culture, Twilio emphasizes connection, global inclusion, and diversity, making a global impact every day.
Own complex or high-impact brand tickets through resolution, applying judgment beyond macros within established frameworks.
Serve as the first escalation point for issues, guiding them through active tickets and chats.
Identify root causes behind recurring issues and recommend fixes, not just workarounds.
ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale, helping brands run performance-driven creator programs while enabling top creators to monetize their influence. It recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures, and offers a fast-paced, high-growth environment with accomplished teammates.
Lead a 23-person global support organization, scaling tooling, processes, and performance metrics.
Own core metrics like first reply time, requester wait time, and CSAT, using Zendesk Explore.
Drive AI strategy with Swift CX chatbot to triage and deflect tickets, freeing the team for higher-value work.
Virtuous provides software for nonprofits to inspire generosity and drive donor engagement. The company is built on a culture of radical generosity, humility, and building better, with a talented team committed to delivering best-in-class solutions.
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.
You will be the first line of defense and delight for our customers, rapidly responding to high-stakes event issues.
You will investigate real problems, reproduce them, and create workarounds when no fix is available in time.
You will collaborate closely with Engineering to keep the product experience at the highest standard.
SpotMe is a leading B2B event platform that helps enterprises deliver CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. We are a global team focused on supporting mission-critical events with a culture of rapid response and ownership.
Own escalated customer cases and become a category authority driving operational excellence.
Collaborate cross-functionally with product, quality, and operations to identify and resolve systemic issues.
Model exceptional communication across all channels to set standards for clarity and empathy.
Quince is a direct-to-consumer brand making high-quality essentials at low prices through sustainable and ethical production. They are a rapidly scaling tech company with strong investor backing and a focus on innovation.
Guide and mentor customer support team members towards achieving operational goals.
Ensure excellent team communication, problem-solving, and professional etiquette for highest customer satisfaction.
Collaborate with managers from other departments to discuss issues and process improvements.
We are building an open, safe and sustainable marketplace for gamers. Our marketplace supports close to 20m+ active users and is growing fast, with a culture of trust and safety.
Lead and coach a team of M365 Ambassadors through biweekly 1:1 sessions and performance improvement plans.
Oversee case queue triage, resolve escalated issues, and ensure SLA adherence.
Analyze team performance, share insights, and collaborate with operations to improve POD effectiveness.
This role involves managing a POD of M365 Ambassadors to ensure operational performance and high-quality service for Microsoft customers. The team fosters a collaborative environment aligned with service excellence, focusing on people management and operational oversight.
Coordinate operational readiness activities across customer support impacting initiatives to ensure smooth implementation.
Partner cross-functionally with Support, Product, Risk, Engineering, and Enablement teams to align on operational requirements.
Own recurring operational readiness motions and communications, maintain a centralized roadmap, and lead readiness planning for new launches.
Mercury is a fintech company that provides banking services through FDIC-insured partner banks. The company is scaling operations and values cross-functional collaboration and operational excellence.
Design and improve end-to-end member journeys for complex support experiences, focusing on warranty replacements and operational pain points.
Lead root-cause analysis on recurring issues, define KPIs and dashboards, and convert findings into actionable recommendations.
Manage cross-functional improvement initiatives from problem definition to rollout, including stakeholder alignment and documentation.
Oura empowers individuals to improve their health using the Oura Ring and app. It is a fast-growing company that values employee well-being and provides a supportive culture.
Lead and support frontline Customer Solutions teams in a hybrid environment, focusing on exceptional customer experiences.
Coach and develop team members to grow skills and confidence as Scout scales.
Partner cross-functionally to improve processes and scale the support organization.
Scout Motors is reviving an iconic American vehicle brand, developing electric and range-extended pickup trucks and rugged SUVs. The company fosters an entrepreneurial, inclusive culture and empowers teams to innovate and build from the ground up.
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.
Troubleshoot and resolve customer issues across iOS, Android, and web.
Identify trends, bugs, and escalate priority issues with a close-knit team.
Serve as the voice of the community, championing feature requests to Product.
AllTrails is the app for exploring the outdoors, connecting people to their next adventure. It is home to the world's largest outdoor community, with a team that values positivity, innovation, and inclusivity.