Source Job

• 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.

• Ensure timely, efficient peer review of all submissions and resolve escalated queries from vendors and colleagues.
• Troubleshoot persistent manuscript or system issues, providing expertise and recommending workflow improvements.
• Contribute to operations projects and serve as daily liaison with vendor representatives, monitoring performance against KPIs.

PLOS is a catalyst in open science, publishing research to enable learning and reuse of scientific knowledge. The company is supported by a highly skilled global in-house team and values diversity and inclusion.

• Lead and mentor a team of 7-15 customer service agents through coaching, one-on-ones, and team huddles to enhance performance and service delivery.
• Monitor real-time metrics, review interactions, and develop action plans to improve agent performance and customer satisfaction.
• Collaborate with cross-functional teams to identify trends, optimize processes, and champion a proactive service model.

Palmetto is a leading clean tech company accelerating the transition to clean energy through innovative software, financial products, and services. They foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.

• Supervise and coordinate daily classification/labeling activities for a team of 8-15 content labeling associates.
• Monitor employee performance, provide weekly feedback, and implement improvement plans as needed.
• Foster a culture of teamwork and continuous improvement through daily stand-ups, calibration sessions, and open communication.

DoubleVerify is a leading software platform for digital media measurement and analytics. The company employs a diverse team of associates, QA professionals, and leads, fostering a culture of passion, accountability, collaboration, and trailblazing (PACT).

• 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.

• Lead and develop a team of Tier 2 Customer Support Specialists through coaching, training, and performance management.
• Monitor team performance against CSAT, response times, and QA scores, using data to drive improvement.
• Serve as a bridge between frontline support realities and leadership, translating strategic goals into actionable plans.

Spectora is the leading SaaS property inspection platform that helps inspectors build and scale successful businesses. With a decade-long track record, the company touches about half of all property sales in the US and fosters a high-energy, humorous culture with a team that values growth and both IQ and EQ.

• Lead, coach, and develop the Customer Support team through hiring, training, and performance conversations.
• Manage daily operations of support queues and handle complex escalated customer issues.
• Monitor performance metrics using Zendesk and Sigma, identify trends, and drive data-informed improvements.

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses and care for their clients. Founded in 2016, we are a remote-first team of curious and empathetic people headquartered in Toronto, trusted by tens of thousands of practitioners across 70+ countries.

• 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.

• Own the design, architecture, and maintenance of support dashboards spanning voice, chat, AI, and agent performance.
• Lead and develop the workforce management function, including forecasting, scheduling, and capacity planning.
• Own the QA program end-to-end, including scorecard design, calibration, and sampling methodology.

Tekmetric is an all-in-one cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Officially founded in Houston in 2017, Tekmetric has grown from a single shop's vision to the industry's leading solution with a culture of transparency, integrity, innovation, and a service-first mindset.

• Oversee document production operations and manage workflow for the Document Services Group.
• Supervise, develop, and coach staff to ensure service quality and operational efficiency.
• Act as liaison between DSG and clients, addressing workflow concerns and ensuring client satisfaction.

McCarthy Tétrault is a leading Canadian law firm offering a full suite of legal and business solutions to clients in Canada and globally. Recognized as one of Canada's Top 100 Employers and Best Diversity Employers, the firm fosters a collaborative, inclusive culture guided by The McCarthy Way.

• Lead, coach, and develop a team of 9 reps across Customer Success and Support, fostering a high-performance culture during regular office hours 9am-5pm PST.
• Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS and response times.
• Act as the first point of escalation for complex customer situations, stepping in to resolve issues and coaching reps through difficult conversations.

BackerKit helps creators bring projects to life, powering some of the world’s most successful crowdfunding campaigns. We are a remote-first team of ~40 people with a diverse, close-knit team that prizes creativity, enthusiasm, and a willingness to learn.

• Manage all operations for a few processes or clients to meet SLAs and drive operational efficiency.
• Work closely with the team and managers to achieve quantitative and qualitative SLAs and KPIs.
• Ensure measures are in place to improve quality, turnaround time, and overall process efficiency.

UST HealthProof reshapes the future of health insurance by reducing administrative costs and building better healthcare experiences through a modern, cloud-based core administration ecosystem. It is a fast-paced, growing company run by leaders with strong health plan and technology backgrounds, fostering a supportive environment where individual growth is nurtured.

• Deliver fast, accurate, and empathetic support across chat, voice, and email.
• Resolve shift, payment, onboarding, and platform-related issues in real time.
• Investigate cases using tools like Zendesk and Salesforce while maintaining clear documentation.

Clipboard runs an app-based marketplace connecting healthcare professionals with workplaces needing staff, enabling financial stability for workers and care for millions across the U.S. Founded in 2016, the company is a remote-first team of over 1,000 people, has been profitable since 2022, and is the leader in Long-Term Care staffing.

• Manage and support a team of RN quality reviewers, providing day-to-day people management, performance feedback, and coaching.
• Identify and report on clinical quality trends by analyzing chart audit findings and quality data to inform improvement priorities.
• Collect, organize, and maintain quality audit data, ensuring accurate records and dashboards for real-time visibility into team performance.

Thyme Care is a market-leading value-based oncology care enabler that partners with health plans, providers, and employers to deliver better outcomes and lower costs for cancer patients. As a tech-native organization with a focus on human connection, they employ a team of dedicated professionals committed to reimagining cancer care.

• Serve as a central contributor across customer support, AI quality assurance, and data analytics.
• Collaborate with Product, Development, Content, and Success teams to ensure quality control and use tools like Tableau and Claude.
• Drive actionable insights through data and support district clients with onboarding and technical assistance.

Coursemojo is an ed-tech company that has developed a curriculum-aligned, AI-powered assistant teacher named Mojo to support educators in differentiating instruction for diverse learners. It is a fast-paced, entrepreneurial team committed to equitable and transparent compensation.

• Evaluate customer interactions across calls, emails, and chats to ensure consistency with brand standards.
• Provide structured feedback to supervisors and support coaching to improve agent performance.
• Identify trends and gaps to drive continuous improvement in processes and training.

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. Our employees are our most valuable resource, and we foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work.

• Lead day-to-day operations of the Philippines-based Order Management team, ensuring SLA achievement and high-quality order processing.
• Drive team performance through KPIs, quality measures, and continuous improvement initiatives.
• Foster a culture of accountability, collaboration, and professional development while managing operational risks.

Turnitin is a recognized innovator in global education, developing learning integrity solutions for over 25 years. With over 16,000 academic institutions and corporations in more than 185 countries, they offer a remote-first culture and a diverse community united by a shared desire to make a difference.

• Lead operational excellence by overseeing day-to-day functions to ensure efficiency, consistency, and alignment with business goals across teams.
• Drive performance and accountability by setting clear goals, monitoring KPIs, and holding teams responsible for service levels and quality standards.
• Collaborate cross-functionally with leaders in Quality, Training, Workforce, Product, and Data to identify gaps and implement scalable solutions.

Papa provides social support by pairing older adults and families with trained companions to reduce loneliness and improve health. Founded in 2017 and headquartered in Miami, the company is backed by major investors and fosters a people-first culture focused on community and belonging.

• Establish and document scalable support processes, workflows, and SLAs.
• Define, track, and report on key support metrics like first response time, resolution time, and CSAT.
• Lead and develop a team of Customer Support Technicians while handling complex escalations.

Casechek is on a mission to innovate the implant supply chain and bring greater transparency to the cost of patient care. We are a small, growing company automating workflows for vendor-supported surgical procedures.

• 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.