Source Job

• 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.

• Manage and coach a multi-tier Support team to deliver best-in-class omnichannel customer experience.
• Analyze team performance and ticket data to drive improvements in efficiency, quality, and response times.
• Collaborate cross-functionally with Support leadership, Product, and Engineering on initiatives to continually improve operations.

Boulevard provides a client experience platform for appointment-based self-care businesses. Our team values diverse backgrounds and embraces experimentation to drive impact.

• 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, 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.

• 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 and develop a high-performing Customer Support team, ensuring operational excellence across all service channels.
• Monitor KPIs such as SLA, CSAT, and resolution rates, using data to drive team performance and process improvements.
• Act as a hands-on leader during complex cases, supporting the team and collaborating with cross-functional teams.

Jobgether is an AI-powered job matching platform that connects candidates with hiring companies. The company operates in a dynamic, collaborative environment focused on growth and innovation, with an emphasis on diversity and inclusion.

• 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 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.

• 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.

• Manage a portfolio of complex customer situations and lead a team of support staff across multiple SaaS products.
• Serve as the senior escalation point for executive-level issues, drafting communications and coordinating cross-functional resolution.
• Drive operational improvements through process design, knowledge management, and performance coaching.

Cordance accelerates growth of B2B SaaS companies through acquisition and tactical guidance. It is an experienced operator with a passion for software, partnering with founders to scale businesses.

• Own recurring reporting for User Operations — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences
• Translate support data into clear narratives: what's happening, why, and what to do about it
• Track and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response Time

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. With 1500+ customers in 60+ countries and world-class investor support, the company is scaling fast and defining a new category.

• 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.

• Drive evolution of Global Support into proactive, intelligence-driven, AI-enabled customer operations through operational intelligence, escalation governance, and workflow automation.
• Lead cross-functional operational alignment across Support, Product, Engineering, and Customer Experience teams to modernize support operations.
• Oversee support operational tooling, systems optimization, and readiness for major releases and strategic initiatives.

Everbridge is a global leader in critical communications, public safety, and enterprise safety solutions, enabling organizations to deliver life-saving communications at scale. The company fosters a culture of operational excellence, innovation, and proactive customer advocacy.

• Lead and develop two support teams: Community Support for the global rater workforce and Tier 2 Internal Support for Welo Data teams.
• Design and maintain customer service automations including AI-assisted workflows, self-service tooling, and intelligent routing.
• Define KPIs, own reporting cadences, and use data to identify gaps, set priorities, and drive continuous improvement.

Welo Data is the multilingual data and evaluation partner for foundation labs and enterprises deploying GenAI systems globally. They deliver human judgment, data infrastructure, and evaluation systems to ensure AI model reliability across languages and cultures, supported by a global network of 500,000+ vetted experts spanning 300+ languages.

• 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.

• Lead and develop a high-performing Customer Success team through coaching and accountability.
• Own customer outcomes at scale, driving retention, adoption, and growth across a large portfolio.
• Drive performance through metrics, operating cadence, and cross-functional collaboration.

First Due provides end-to-end software solutions for fire and EMS agencies to improve safety and operations. The company fosters a culture of accountability and continuous improvement, with a fully remote team and a comprehensive benefits package.

• Lead a team of Technical Account Managers to resolve complex technical problems and deliver proactive guidance.
• Advocate for customers with product management and engineering teams using data-driven insights.
• Hire, train, and coach team members to foster collaboration and customer empathy.

Twilio is shaping the future of communications with innovative solutions for hundreds of thousands of businesses, empowering millions of developers worldwide. We are a remote-first company with a strong culture of connection and global inclusion, committed to employee growth and diverse experiences.

• 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.

• Lead a global, multi-region customer support organization with full ownership of key performance metrics.
• Drive the adoption of AI-assisted support solutions while ensuring personalized customer interactions.
• Develop and coach managers across multiple time zones, fostering a culture of accountability and continuous improvement.

The company is a fast-growing technology environment in the hospitality industry. It fosters a remote-first, inclusive, and collaborative culture with a globally distributed team.

• 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.