Source Job

• Drive AI transformation by leveraging LLMs and automation to reduce operating costs and improve customer experience.
• Oversee daily back-office operations for disputes workflows across multiple products, ensuring timely and compliant resolution.
• Partner cross-functionally with Product, Compliance, and Engineering to design automated workflows and assess downstream impacts.

OnePay is a consumer fintech platform that brings together banking, high-yield savings, credit cards, investing, and crypto. Backed by Walmart and Ribbit Capital, it is a high-growth company with a mission-driven culture.

• Handle dispute intake and resolution processes including pre-arbitration and arbitration cases and ACH disputes.
• Work with partners and internal teams to assess dispute validity and manage high-volume caseloads.
• Document risk decisions and identify process improvements for scalability and efficiency.

Mercury is a fintech company building a banking stack for startups to simplify their financial lives. They value diversity and belonging and are an equal opportunity employer, fostering a highly motivated and self-starting culture.

• Lead a team of Member Support Representatives, providing coaching, feedback, and performance reviews.
• Monitor team performance against metrics and identify coaching opportunities.
• Serve as the first point of escalation for member issues and partner with cross-functional teams.

Foodsmart is a Foodcare platform that delivers nutrition-driven healthcare. It serves over 3 million members and recently secured a $200 million investment to expand its reach.

• Leads a global team of Client Support Analysts or Engineers to deliver high-quality support experiences.
• Oversees daily support operations, escalations, and performance metrics across Level 1 or Level 2 teams.
• Champions client advocacy, knowledge management, and cross-functional collaboration to improve workflows.

Origami Risk delivers single-platform SaaS solutions that help organizations navigate risk, insurance, compliance, and safety management. Founded by industry veterans, the company offers innovative products and has a singular focus on client success, with a diverse and inclusive culture.

• Lead the customer support org: hire, coach, and develop managers, frontline ICs, and support engineers while setting the technical bar.
• Define and execute AI-first support strategy: design how AI tooling deflects, triages, and assists, with measurable quality improvement each quarter.
• Own operations end-to-end: manage metrics, bug triage, staffing, knowledge layer, and act as senior escalation point for complex issues.

Triple Whale is an AI operating system for modern ecommerce that helps businesses see what's working, what's not, and what to do next, then takes action automatically. With over 60,000 brands like Pressed Juicery and True Classic using their platform, the company is driven by a customer-obsessed, fast-moving, and curious culture.

• Lead, coach, and develop a team of ~8 customer support reps using Jane's 4C coaching model.
• Handle customer escalations with empathy and partner cross-functionally to improve workflows.
• Use support metrics and quality reviews to guide coaching and address performance challenges.

Jane is a founder-led, high-growth SaaS company building products and tools for healthcare clinics. With over 800 employees working remotely across Canada, the US, and the UK, the company fosters a culture of adaptability, resilience, and humility.

• Serve as the frontline operational leader of the Support team, spending about half the day in the queue and the other half coaching and driving improvements.
• Develop team members through biweekly 1:1s, training, and mentoring, while owning escalations and maintaining quality standards.
• Manage weekly metrics, knowledge base updates, and the Facebook support channel to turn trends into proactive improvements.

OpenEd opens the world to every learner, providing customized, world-class education and resources to over 100,000 students. They have a strong culture with an eNPS of 76, placing them in the top .1% of technology companies.

• Define the CX product vision and strategy, from AI-powered resolution to agent tooling.
• Build and lead a team of PMs to reduce cost-to-serve while improving satisfaction.
• Own the AI resolution layer, proactive engagement, and feedback loops connecting support to product.

Headway is building a new mental healthcare system by automating insurance admin for providers. With over $325M in funding and 75,000+ providers across all 50 states, it is a Series D company focused on scaling access to therapy.

• Manage team of employees responsible for collections, client invoicing, and HUB operations.
• Ensure quality and productivity goals are met while maintaining audit quality.
• Develop and maintain client relationships and identify process improvements.

ServiceLink is a mortgage services company that helps clients in the lending industry achieve strategic goals through technology and services. The company is committed to equal opportunity and offers ongoing training and support for employee advancement.

• Manage the AMER Technical Support Engineering team and own the L2/L3 escalation boundary.
• Develop the team through coaching, career frameworks, and skill gap identification.
• Drive tooling and automation improvements including AI-assisted workflows.

Chainguard is the trusted source for open source, delivering hardened, secure, and production-ready builds of open source software. They are a venture-backed company serving Fortune 500 enterprises, with a culture that values customer obsession, intentional action, and trust.

• Own real-time execution of member service across chat and phone queues, monitoring queue health and stepping in for complex cases.
• Coach and support a team of Member Services Associates, providing real-time feedback and handling first-line escalations.
• Ensure operational excellence through consistent execution of SOPs and identifying workflow breakdowns.

Maven is the world's largest virtual clinic for women and families, providing clinical, emotional, and financial support through a single platform for fertility, maternity, parenting, and menopause. With over 2,000 employers and health plans, Maven has raised more than $425 million and been recognized as a top workplace by Fortune, CNBC, and Fast Company.

• Lead day-to-day support engineering operations, including team meetings, metrics tracking, and OKR progress.
• Own queue health, manage escalations, and coordinate with Tier2, Engineering, and Product stakeholders.
• Design schedules, conduct QA checks, and drive continuous improvement through CSAT feedback and playbooks.

n8n is an open workflow orchestration platform built for the new era of AI, giving technical teams the freedom of code with the speed of no-code. Since 2019, we've grown into a diverse team of over 260 across Europe and the US, backed by Sequoia and SAP, and we cultivate a community of over 650,000 active developers.

• Lead and develop a team of Operations Supervisors across frontline and escalation functions.
• Own performance against key operational metrics including service levels, quality, and customer satisfaction.
• Partner with WFM, Training, Product, and Engineering teams to improve operational performance and customer outcomes.

Honk is a technology-driven roadside assistance platform connecting enterprise customers with a nationwide network of independent service providers. We are a PE-backed, scaling fast remote-first company aggressively investing in automation and AI.

• Lead daily operations of a Member Support team across chat, phone, email, and SMS.
• Coach and develop agents through quality monitoring and weekly coaching sessions.
• Handle escalated member cases and collaborate with internal teams to improve processes.

OneImaging offers a concierge radiology service with a network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%. The company aims to provide fair pricing and eliminate surprise bills for patients and payers.

• Set the vision and strategy for Agent Experience, defining what world-class agent tooling looks like at Affirm.
• Lead and develop a team of PMs, managing and coaching them to sharpen product judgment and improve execution.
• Drive AI-first transformation in servicing by identifying where AI and automation can improve agent efficiency and reduce customer friction.

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without hidden fees or compounding interest. The company offers competitive benefits including 100% subsidized medical coverage, dental and vision for you and your dependents.

• Lead the end-to-end Payments function, ensuring accurate and timely execution of shareholder and closing-day payments in compliance with internal controls, bank cutoffs, and regulatory standards.
• Partner cross-functionally with Reconciliation, Client Service, Relationship Management, and Product teams to drive operational excellence and reduce payment exceptions.
• Develop and manage the Payments leadership team through hiring, coaching, and performance management, maintaining standard operating procedures and reporting to senior leadership.

SRS Acquiom redefines complex M&A and loan agency transactions by combining human expertise with technology, supporting over 11,500 deals worth more than $2.1 trillion. We foster an entrepreneurial culture with a focus on internal mobility and career growth, investing in our people to learn and evolve.

• Manage high-stakes, ambiguous escalations and solve complex operational issues.
• Investigate root causes of recurring problems and drive cross-functional collaboration.
• Improve operational visibility and support readiness for regulatory or system changes.

Stripe is a financial infrastructure platform for businesses, helping millions of companies accept payments and grow revenue. With a staggering amount of work ahead, Stripe offers an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.

• Lead, coach, and develop a team of client specialists to drive performance and client satisfaction.
• Champion excellent client experience and build loyalty through strategic resolutions.
• Analyze data and present performance updates to leadership.

The company specializes in debt settlement services. The culture emphasizes professionalism, empowerment, and continuous improvement, with a team of client specialists.

• Own the end-to-end customer support experience, improving CSAT through AI-led operations and cross-functional escalation management.
• Lead a global team across US, Europe, and Hyderabad, building culture and operational excellence.
• Use data to advocate for customers, managing support health metrics and surfacing pain signals to leadership.

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. With over 2,000 customers and a culture focused on innovation and human-first values, the company builds solutions for customer success, product experience, and community.

• Own the vision and strategy for product support, defining best-in-class service levels and building a phased roadmap balancing long-term transformation with near-term quality.
• Lead, develop, and retain a high-performing support team, including internal staff and outsourced partners, fostering a resilient, customer-first culture.
• Architect the path to AI-augmented support, assessing workflows and tooling to design a scalable foundation and lead implementation and refinement.

Inspiren offers the most complete and connected ecosystem in senior living. Founded by a former Green Beret turned cardiothoracic nurse, the company provides integrated solutions that capture everything happening within a community, backed by nurse specialists and powerful analytics to drive efficiency, profitability, and better care outcomes.