Source Job

• 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.

• Define and evolve a practical support operations roadmap aligned to company priorities.
• Own the structure and ongoing optimization of Salesforce Service Cloud.
• Build reporting that provides visibility into support demand, trends and product pain points.

Model N is the leader in revenue optimization and compliance for pharmaceutical, medtech, and high-tech innovators. They have helped over 150 customers maximize revenue, streamline operations, and maintain compliance. They are located across more than 120 countries.

• 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.

• Develop a business plan that anticipates future growth and tech shifts.
• Implement tools to handle thousands of multi-channel tickets per week.
• Lead the strategy for integrating AI-driven support tools.

Sana is a health plan solution built for small and midsize businesses, designed around its integrated primary care service, Sana Care, ensuring members can easily access high-quality, affordable care while employers and brokers can manage company benefits. They've been remote-first since day one, with a fully distributed team across the U.S and value curiosity, ownership, and speed, building in the open, together.

• Architect the deflection layer and build AI-powered systems (chatbots, email automation, voice) to resolve fan issues without human intervention.
• Translate CX signal into ranked product work and partner with the Vice President of Product to get it prioritized and shipped.
• Build the metric tree, dashboards, and alerting that make the post-purchase funnel observable in real time.

Gametime unites the world through shared experiences by making it easy for people to discover and access live events. They support more than 60,000 events across the US and Canada and are committed to fostering diversity and inclusion.

• Partner daily with BPO leadership to own performance rhythms; manage outcomes by ensuring BPO teams embody and amplify Wealthsimple’s brand, values, and standards.
• Own daily operational monitoring—tracking service level adherence, quality, CSAT, and handle time; diagnose root causes.
• Lead and prepare operational reviews with partners; approach problems from first-principles to identify and lead initiatives.

Wealthsimple's mission is to help everyone achieve financial freedom – by making financial services simple, transparent, and low-cost. We're Canada's largest fintech, trusted by over 3 million clients with more than $100 billion in assets. They move fast, own their work, and care deeply about the people using their products.

• Own the problem, not just the ticket — you see something broken and fix it, then document it so it doesn't break the same way again.
• Have deep hands-on experience with support platforms — you've been an admin, not just a user. You know what Intercom, Zendesk, or similar platforms can do.
• Are fluent in AI tools in a support context — you understand where AI helps (deflection, copilots, content maintenance) and where it creates problems.

Givebutter is a nonprofit fundraising and CRM platform, empowering millions of changemakers to raise more, pay less, and give better. They have been certified as a Great Place to Work® and is the #1 rated nonprofit software company on G2 across multiple categories.

• 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.

• Own the BPO program and act as the main point of contact.
• Maintain the highest level of service by monitoring and reporting against key metrics.
• Support workforce management (WFM) for onshore and offshore organizations.

Rent the Runway is transforming the way people dress by pioneering the world’s first Closet in the Cloud. They have disrupted the $2.4 trillion fashion industry by offering a sustainable and financially-savvy way to feel their best every day.

• Own and maintain the roadmap for Zendesk and related tooling across clinical, records management, member support, and provider support.
• Work closely with clinical and service team Leads through workflow mapping and discovery sessions to identify bottlenecks and automation opportunities.
• Evaluate and prioritize AI agent opportunities in Zendesk and other platforms, assessing feasibility, ROI, and operational risk.

Vida Health is a virtual, personalized obesity care provider that utilizes evidence-based treatment to help patients manage obesity and related conditions. Vida's team takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.

• Lead and develop a team of Customer Success Managers.
• Ensure customers operationalize NodeZero across their environments and workflows.
• Engage directly with executive stakeholders to align on goals and long-term value.

Horizon3.ai is a cybersecurity company that enables organizations to proactively find and fix exploitable attack vectors. They are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners.

• Build and nurture productive partnerships with Centers of Excellence, HR Business Partners, employees, and managers.
• Effectively prioritize and manage Tier 1 and 2 HR cases across time zones and teams to ensure SLA adherence.
• Execute Global People Product-aligned processes with a focus on enhancing the employee experience.

ServiceNow, founded in 2004, provides AI-enhanced technology. It is a global market leader with over 8,100 customers, including 85% of the Fortune 500, connecting people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

• Drive operational excellence across Customer Success, Support, Professional Services and Expansion organizations.
• Translate the CCO’s vision into actionable results, ensuring clients receive a world-class experience.
• Lead the organization through large scale change and transformation, ensuring a solid change management framework.

Tebra is an all-in-one EHR+ platform built exclusively for independent healthcare practices, connecting EHR software, billing, automation, telehealth solution, and marketing. More than 42,000 private practices trust Tebra to streamline operations, increase revenue, and reduce burnout.

• Contribute to and lead delivery of CX automation and AI initiatives.
• Build and maintain AI agents and automated workflows.
• Deploy AI capabilities responsibly and ensure appropriate human oversight.

Remote simplifies global employment by enabling businesses to compliantly recruit, pay, and manage international teams. They foster a future-focused, asynchronous work culture and value innovation, encouraging every team member to contribute their talents and experiences to build a best-in-class HR platform.

• Lead and coach the US Operations team, aligning team goals with overall company objectives.
• Own critical operational processes including trading, reconciliation, onboarding, risk assessment, account management, and money transfers.
• Partner with internal and external teams to anticipate business needs, enhance processes, and navigate trade-offs between efficiency, complexity, controls, user experience, and compliance.

Arta is a financial technology company that makes sophisticated AI-driven investment tools, alternative assets, and private market access available to a global audience beyond the ultra-wealthy. It is a dynamic company with a talented team that values trust, teamwork, adaptability, innovation, and collaboration in a vibrant work environment.

• Design and implement scalable AI systems to automate and improve customer delivery workflows.
• Drive execution across multi-week delivery cycles, ensuring clarity on timelines and dependencies.
• Anticipate and surface risks while fostering cross-functional alignment between Customer Success, Product, and Engineering.

Overstory uses AI and satellite imagery to analyze vegetation risks for electric utilities, helping prevent outages and reduce wildfire risks. The team of about 100 people works remotely from 11 countries and values a collaborative, mission-driven culture rooted in trust and diversity.

• 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.

• Champion AI adoption across the organization, identifying and prioritizing high-impact use cases.
• Develop and implement a comprehensive operational strategy aligned with the company's overall objectives.
• Foster collaboration and alignment across departments, working closely with executive leadership.

IDC is the premier global provider of trusted technology intelligence, equipping business and technology leaders with the evidence they need to make confident decisions. With more than 1,000 analysts worldwide, IDC combines deep expertise with practical relevance.

• Oversee, manage, and continue to iterate on end-to-end delivery of Devoted’s card-based and supplemental benefit offerings to drive a compliant and financially optimal member experience.
• Set and monitor KPIs for card-based and supplemental benefit administration and delivery.
• Partner cross-functionally with Devoted Member Experience, Guide, Integration Ops, and tech teams to drive improvement.

Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. Founded in 2017, they've grown fast and now serve members across the United States.

• Eliminate manual processes, reduce implementation timelines, and advocate automation and AI at scale.
• Design business process workflows, inventory business processes and documentation, and implement the automation/AI strategy.
• Define and lead the automation and AI strategy for Operations.

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We have an amazing team of 25,200 people in 32 countries and Experian invests in people and new advanced technologies to unlock the power of data.