Source Job

• Lead and develop frontline agents through coaching and feedback.
• Monitor performance against metrics, ensuring quality and accuracy.
• Foster a culture of accountability and support within the team.

Owner is an AI-native system helping local business owners succeed, especially restaurants, by replacing multiple tools with one. With a team in the low hundreds, they consist of top talent from successful SMB software companies and are rapidly scaling to match customer growth.

• Manage and exceed Support KPI’s and critical Technical Support Metrics.
• Lead efforts to hire, develop, and build a technical team.
• Drive daily incident management success from detection to resolution.

ServiceNow is the AI control tower for business reinvention. Their AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. They're building an AI-native culture where technology and talent are unstoppable together.

• Lead and develop a team of Support Managers overseeing Customer Support Advocates.
• Drive performance across a 24/7 support organization, ensuring strong coverage and service quality.
• Scale team structures, processes, and staffing models to support business growth.

Justworks helps businesses get off the ground by enabling them to focus on running their business. They solve HR issues and are data-driven, with a supportive, entrepreneurial environment. They value their people and are united by shared goals.

• Collaborate with Product Managers and Product Designers on building the next-generation product
• Oversee roadmap discovery and delivery
• Drive engineering excellence inside the team

SmartRecruiters powers Superhuman Hiring™ by freeing talent acquisition teams from legacy applicant tracking software and equipping them with next-gen AI functionality. Their platform serves as the hiring operating system for 4,000 customers, including Bosch, LinkedIn, and Visa. They foster a collaborative and inclusive work environment, where trust and determination bring us together.

• 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.

• 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.

• Manage day-to-day support operations for a team of 8-10 Support Engineers.
• Lead the onboarding, technical mentoring, and career coaching for all direct reports.
• Partner with Support and CX Operations to refine workflows and improve internal tooling.

Tailscale is building software that makes it easy to securely interconnect people and their devices, no matter where they are. Founded in 2019 and fully distributed, they're backed by Accel, CRV, Insight, Heavybit, and Uncork Capital.

• Lead the team in roadmapping and executing successful development of significant features and products.
• Improve the pace of execution of the team through leadership and technical expertise.
• Foster growth of team members and ensure strong engagement and motivation.

Hightouch is an Agentic Marketing Platform powered by the industry-leading Composable CDP. It enables marketing teams to analyze performance, brainstorm ideas, and generate creative at a speed and quality that wasn't previously possible. The team is ambitious, impact-driven, efficient; they believe humility, kindness, and compassion are essential to their success.

• Own live service delivery post go-live, ensuring services remain stable, supported, and continuously improving.
• Lead and develop 1st and 2nd line support teams, setting clear expectations, standards, and accountability.
• Act as the senior operational contact for customers on all live service matters, managing performance against SLAs and KPIs.

TBA Group is part of a multi-national group of companies and promotes a creative and dynamic work environment. They are looking to recruit a Service Delivery Manager on a permanent basis in Doncaster.

• The Engineering Manager I is the "Single Point of Truth" for their assigned cross-functional teams, managing direct reports including Software Engineers, Quality Assurance Engineers, and Product Designers.
• The EM I’s primary mission is to foster a "Team-First" culture, minimize unnecessary coordination, and empower the team to fully own the delivery of product features from ideation to production.
• This role involves streamlining processes to eliminate functional silos and ensure the fast flow of software delivery, acting as a people leader and team facilitator within their department.

Inductive Automation champions industrial automation innovation. They empower customers to turn great ideas into reality by removing technological and economic obstacles and deliver solutions that bring efficiency to operations and optimize integration. Diversity, fun, and flexibility are ingrained into their work culture.

• 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.

• 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.

• Provides daily leadership, coaching, and performance management for two IT Support Engineers.
• Manages the IT support queue, prioritizing and assigning requests to meet SLA commitments.
• Acts as a senior escalation point for complex or critical IT support incidents.

FiscalNote is a leader in policy and global intelligence. By uniquely combining data, technology, and insights, FiscalNote empowers customers with critical insights and the tools to turn them into action. The company has 880 employees, and they value diversity and are committed to equal opportunities and creating an inclusive environment for all employees.

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues.
• Proactively build strong relationships with key contacts of the customer operations organization.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution.

Amwell transforms healthcare for all through technology and innovation. With almost two decades of experience, they serve large healthcare organizations in the U.S. and worldwide, fostering a culture of respect, inclusion, and collaboration.

• Lead a cross-functional squad, driving the execution of project goals.
• Ensure effective collaboration and communication among team members.
• Guide the squad through agile processes, fostering a culture of continuous improvement.

CI&T is a tech transformation specialist, uniting human expertise with AI to create scalable tech solutions. With over 8,000 employees around the world, they have built partnerships with more than 1,000 clients during their 30 years of history.

• Own the end-to-end daily operations of the RTA function across all Lines of Business, ensuring queue stability and SLA adherence.
• Act as the primary source of truth for live operations, driving root cause analysis and operational decision-making during critical incidents.
• Lead and develop a team of RTAs by establishing high performance standards, coaching toward autonomy, and creating a culture of operational ownership.

Clipboard's mission is to uplift communities through an app-based marketplace connecting healthcare professionals with workplaces. Founded in 2016, Clipboard is a remote-first team of over 1,000 people and a top YC company, profitable since 2022 and the leader in Long-Term Care staffing.

• Lead, mentor, and coach a team of Customer Success Managers, ensuring they deliver exceptional customer experiences.
• Monitor and analyze team performance metrics to drive consistent and scalable customer success outcomes.
• Communicate effectively, present ideas, and build partnerships with contacts both inside and outside your immediate area of expertise.

Turnitin is a recognized innovator in global education, partnering with educators and institutions to develop learning integrity solutions. With over 16,000 academic institutions, publishers, and corporations using their services, Turnitin fosters a remote-first culture that prioritizes overall well-being.

• Own and evolve the operating model for Maven’s Client Support function.
• Lead and develop a team of Client Support Associates.
• Bring the operational perspective into Product and Engineering conversations.

Maven Clinic is the world's largest virtual clinic for women and families, aiming to make healthcare work for everyone. They provide clinical, emotional, and financial support through a digital platform, trusted by over 2,000 employers and health plans, and they have an award-winning culture.

• Lead the technical direction and execution for Optro’s Controls Management initiatives.
• Mentor, inspire, and grow a diverse team of engineers with a high degree of empathy and emotional intelligence.
• Manage and develop the team through hiring, retaining, mentoring, and continuously building individual and team capabilities in best practices.

Optro is a leading audit, risk, ESG, and InfoSec platform. They empower businesses with award-winning technology for clarity and agility and are one of the 500 fastest-growing tech companies in North America for the seventh year.