Source Job

• Manage critical technical escalations for premium SaaS customers.
• Ensure strict adherence to premium Service Level Agreements (SLAs).
• Work cross-functionally with Engineering, DevOps, and Product teams to resolve incidents.

ShipHero provides eCommerce logistics solutions including warehouse management software and fulfillment services. They are scaling their operations and have a focus on high-touch support for VIP clients.

• Lead complex customer escalations from assessment through resolution, restoring trust with enterprise clients.
• Coordinate cross-functional investigations across R&D, Engineering, Product, and Support teams.
• Translate technical findings into clear communication for operational and executive stakeholders.

Our partner is a company in enterprise cybersecurity, focused on restoring customer trust through high-impact technical support. They are a fast-moving organization that values empathy and strong cross-functional collaboration, seeking a Critical Situation Manager to lead complex escalations.

• Serve as primary point of contact for support escalations and critical situations.
• Lead regular service reviews and operational discussions to ensure alignment on priorities.
• Develop trusted relationships with customer stakeholders and advocate for customer needs.

Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains. With over 2,000 employees worldwide, the company has won several Top Employer awards and fosters an innovative, market-leading culture.

• Manage complex customer escalations and serve as primary point of contact for VIP and enterprise customers.
• Communicate with customers and vendors via phone, email, and chat to resolve issues and maintain positive relationships.
• Identify trends in customer feedback and recommend improvements to processes, policies, and products.

CharterUP is transforming the group transportation and mobility market with an AI native platform. The company has grown profitably and efficiently with $60 million Series A funding and a remote-first culture.

• Own end-to-end service performance metrics, including SLAs, resolution times, and customer satisfaction.
• Lead technical incident response for production issues, coordinating engineering and client communications.
• Act as a senior operational partner for enterprise clients, ensuring service reliability and transparency.

They are a fast-growing financial technology company. They offer an inclusive and collaborative workplace culture where ideas are valued.

• Lead and develop support teams focused on personalized customer experiences.
• Establish operational goals and monitor performance metrics to drive improvement.
• Collaborate cross-functionally to enhance service delivery and customer satisfaction.

This partner company operates in the technology sector, focusing on customer support and success. It is a remote-first organization that emphasizes collaboration and customer advocacy.

• Own customer-facing response for high-stakes technical situations and restore confidence in the platform.
• Lead cross-functional investigations with R&D and translate technical findings into clear executive communication.
• Build and drive critical situation management processes and playbooks for common scenarios.

Abnormal protects the humans behind the world's most critical organizations from AI-powered cybercrime. Trusted by 4,500+ enterprises, they use behavioral AI to stop evolving threats and value diversity and inclusion.

• Act as first-line support via chat, resolving product issues with empathy and efficiency.
• Document bugs, analyze logs, and collaborate with engineering for resolution.
• Own the knowledge base, create help center articles, and support new feature releases.

Secfix automates security compliance in Europe, helping companies achieve ISO 27001, GDPR, TISAX, and SOC 2 quickly. The 100% remote team has hubs in Munich, Berlin, and London, and is backed by top VCs including Octopus Ventures.

• Coordinate CX service delivery and daily operations to ensure alignment with SLA requirements.
• Monitor service requests, tickets, and operational metrics to ensure timely response and issue resolution.
• Prepare service reports, operational updates, and support internal service review meetings with clients and delivery teams.

Miratech is a global IT services and consulting company that helps visionaries change the world by supporting digital transformation for some of the world's largest enterprises. With nearly 1000 full-time professionals and a culture of Relentless Performance, the company has maintained a 99% project success rate since 1989 and operates across 5 continents in over 25 countries.

• Respond to customer inquiries about Vultr products and services through ticketing systems and other support channels.
• Troubleshoot account and billing issues by reviewing subscriptions and billing data using established procedures.
• Manage multiple tickets efficiently while maintaining high customer satisfaction and meeting performance metrics.

Vultr provides high-performance cloud infrastructure solutions including Cloud Compute, GPU, Bare Metal, and Storage with 33 global data centers. It is the world's largest privately-held cloud infrastructure company, serving hundreds of thousands of customers across 185 countries, and offers a comprehensive benefits package.

• Act as the primary interface for customers during high-visibility incidents, translating technical hurdles into clear business communications.
• Lead cross-functional escalation initiatives, managing project timelines, dependencies, and deliverables to high-quality standards.
• Mentor your team on advanced strategic thinking, moving them from tactical troubleshooting to proactive risk assessment and executive-level reporting.

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

• Serve as technical liaison between Bolster and a major technology partner, escalating customer issues beyond partner's free support.
• Support named enterprise accounts directly, driving product adoption and expanding platform usage alongside Customer Success Managers.
• Track support themes and feed insights to product, sales, and customer success teams for continuous improvement.

Bolster is an AI-driven SaaS platform that detects and takes down phishing and scam sites in real time, protecting top brands and consumers. The company values collaboration, curiosity, and ownership, with a culture of building scalable solutions and experimentation.

• 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.

• Resolve customer email requests and provide support on agency commission questions.
• Assist customers with technical issues and collaborate with Engineering to find long-term solutions.
• Support new agency setup and manage offboarding and business relationship changes.

Pie Insurance empowers small businesses by making commercial insurance affordable and easy through technology. The company is a diverse team of builders and entrepreneurs guided by core values.

• Field complex and escalated technical issues for high-value clients.
• Work directly with clients to resolve issues and maintain SLAs.
• Serve as escalation point and product expert for support reps.

Granicus builds technology that transforms the Govtech industry, connecting governments with constituents. With 5,500+ government agencies and 300M+ citizen subscribers, they are recognized on GovTech 100 and BuiltIn's best places to work.

• Acts as the initial point of contact for Talkdesk's platform related issues, accurately capturing incident details and attempting immediate resolution.
• Familiarity with Reporting, Workforce Management, and Quality Management applications for issue triage, data verification, and system health monitoring.
• Maintains rigorous ticketing hygiene, SLA compliance, and knowledge base documentation while providing professional customer support.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. With a global team and recognition as a Leader in the Gartner Magic Quadrant for CCaaS, the company fosters an inclusive culture where diverse perspectives drive success.

• Serve as a strong advocate for customers and end users, representing their needs within the organization.
• Build trusted day-to-day relationships with customer stakeholders and ensure they fully leverage Lightning Bolt Scheduling.
• Lead process improvement and optimization initiatives that drive measurable value for customers.

PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company has 400+ employees, 30,000+ customers, and $100M+ in annual revenue, fostering a collaborative culture focused on innovation.

• Provide high-volume inbound support via chat, email, and phone in an AI-augmented workflow.
• Troubleshoot technical issues and educate customers on CE Broker platform features.
• Collaborate with internal teams to improve processes and product experience.

Propelus simplifies workforce compliance management across healthcare. They have been a trusted leader for over 20 years and are recognized as a Best Place to Work.

• Manage strategic partner relationships and deliver proactive support to create a premium partner experience.
• Act as primary point of contact for payroll and business partners, handling requests and escalations.
• Identify opportunities to improve partner engagement, retention, and operational processes.

This company provides technology-enabled services focused on improving financial security for employees nationwide. They operate in a fast-paced, mission-driven environment with a focus on partner operations and continuous improvement.

• Provide personalized support to SaaS customers via Zendesk and phone, investigating issues and delivering solutions.
• Collaborate with Engineering, Product, and Design teams to improve customer experience and product feedback.
• Contribute to knowledge sharing, help center content, and continuous improvement of support processes.

The company develops and supports SaaS products for customers. The team is remote-first, globally distributed, and emphasizes collaboration, learning, and professional growth.