Own regular reporting and KPIs for Customer Support; identify trends, areas for improvement, and provide actionable insights to leadership.
Act as a business owner and power user of Freshdesk and related tools; define requirements, monitor adoption, and partner with the Systems/IT team for configuration and implementation.
Design and recommend workflows, automations, and process improvements that reduce friction, scale with growth, and improve customer/agent experience.
Serve as the primary queue manager for the Business Operations Freshservice service desk, triaging incoming requests, assigning tickets to appropriate team members, tracking status, and ensuring SLA compliance.
Provide Tier 1 support for common, well-defined business systems requests; resolve straightforward issues independently and escalate complex or unfamiliar issues with clear documentation and context.
Support other firmwide service groups that utilize ticketing platforms by assisting with queue setup, workflow configuration, and consistent queue management practices.
Dudek began in 1980 serving Southern California’s water and wastewater agencies. Today, they are a 100% employee-owned firm supporting clients nationwide, recognized by leading industry organizations and honored with national Top Workplace Awards.
Build and maintain the operational model for Support and Moderation.
Implement and improve the quality system, including tone of voice control.
Manage the team (hiring, onboarding, performance management, development).
Social Discovery Group (SDG) is the 3rd largest social discovery company in the world, uniting 60+ brands with 500 million users. They solve the problems of loneliness, isolation, and disconnection by transforming virtual intimacy into the new normal.
Manage intake and triage of CX tool enhancement and configuration requests, ensuring timely updates and communication.
Build, configure, and test workflows, automations, dashboards, and reports in CX tools according to team guidelines.
Maintain accurate documentation of tool configurations, governance standards, and training resources.
Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Founded in Montreal, Canada in 2005, Lightspeed serves retail, hospitality, and golf businesses in over 100 countries with teams across North America, Europe, and Asia Pacific.
Own and continuously improve the CX quality framework.
Analyze customer feedback and support tickets to identify issues.
Monitor and report on key CX metrics to prioritize improvements.
Eneba is building an open, safe and sustainable marketplace for gamers. Their marketplace supports close to 20m+ active users and provides trust and safety.
Own support performance across service level and customer satisfaction.
Partner with Product and Operations to reduce contact drivers.
Lead, coach, and develop Team Leads, Tier 2, QA, and frontline teams.
Muvr is building the future of on-demand logistics and moving services. Their platform connects customers with trusted drivers and crews to deliver large items quickly and reliably.
Drive operational analytics by identifying trends, root causes, and measuring the impact of key initiatives.
Design, build, and maintain dashboards and reports that are clear, actionable, and tailored to different roles.
Translate operational questions into measurable hypotheses and actionable insights.
Sport Alliance is a market-leading company in the dynamic, fast-growing FitTech industry. The company fosters a diverse and inclusive environment with talented colleagues from around the world.
Own and optimize CX platforms, ensuring performance and alignment with operational needs
Design and improve support workflows, automation, and ticketing logic
Lead strategic automation and AI initiatives, including chatbot development and CRM integrations
Age of Learning is a leading developer of learning resources for Pre-K through 5th grade, helping children build a foundation for academic success. They have served over 50 million children worldwide and are a global leader in advancing equity, access, and opportunity for all children.
Driving operational excellence across the Customer Experience (CX) organization.
Shaping the rhythm of the business and aligning cross-functional teams.
Translating data into insight-driven decision-making.
PerfectServe offers Best in KLAS clinical communication and physician scheduling solutions and is a Leader in the Gartner Magic Quadrant for Clinical Communication and Collaboration. They have seen an 88% growth rate over the past three years and need strong team members to help them continue to grow!
Provide expert assistance via live chat, email, and phone, resolving a minimum of 8 tickets per hour.
Troubleshoot software bugs and navigation issues, serving as the "power user" of the CE Broker platform.
Surface product feedback and collaborate to enhance the internal knowledge base and streamline support documentation.
Propelus simplifies workforce compliance management across healthcare with innovative technology. As a trusted leader for over 20 years, they focus on bringing more good into the lives of the people and organizations serving healthcare.
Lead the team to deliver world-class support and create positive experiences.
Analyze trends and translate insights into concrete actions.
Hire, mentor, and manage team members, keeping them motivated and on track with service goals.
Wolt creates technology that brings joy, simplicity and earnings to neighborhoods around the world. They started with restaurant delivery and have expanded to over 500 cities in 30 countries; in 2022, they joined forces with DoorDash.
Own recurring operational reporting and publishing, ensuring accuracy across data sources and systems.
Maintain documentation standards and structured repositories in Confluence and SharePoint.
Support Wrike administration, including data hygiene, queue and intake management, workflow and form updates, and routing logic adjustments.
Granicus is in the Govtech industry and is transforming it by bringing governments and its constituents together. They serve 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers.
Oversee daily operations by conducting regular one-to-ones, providing coaching, and managing team performance.
Ensure that all resources are used efficiently, and team productivity is maximised; implement strategies to improve workflow and resource allocation.
Develop and refine processes to enhance operational efficiency and quality, continuously seek opportunities for improvement and implement best practices.
Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), led by deep-tech investors Plural. The fully distributed team consists of ~110 people, more than half in engineering, product and data. They foster an intellectually vibrant culture of first‑principles thinking, tight feedback loops and relentless experimentation.
Nielsen is a global leader in audience measurement, data, and analytics, shaping the future of media. Measuring behavior across all channels and platforms to discover what audiences love, they empower their clients with trusted intelligence that fuels action.
Develops an advanced understanding of all SmarterDx applications, partnering with cross-functional teams to resolve complex customer issues
Acts as an escalation point of contact for complex Support issues that have been triaged by Support Analysts
Proactively documents and trains the Customer Success team on new or updated processes
SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, their platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial.
Measure team performance and conduct analysis to generate insights.
Ensure sales methodologies are fully operationalized and embedded in how we sell.
Manage GTM tech stack, including Hubspot, Gong, Showpad, ZoomInfo, LinkedIn, etc.
AcuityMD is a software and data platform that accelerates access to medical technologies. They help MedTech companies understand how their products are used and identify opportunities for physicians to better serve their patients. AcuityMD is a high-growth SaaS company backed by Benchmark, Redpoint, ICONIQ Growth, and Ajax Health.
Help develop Customer Support processes for a rapidly growing organization and team
Respond to product functionality and technical support requests for our enterprise business clients in a timely, efficient and professional manner
Perform troubleshooting to identify causes and recommend remedies to user issues, working with internal engineering teams as necessary
CENTRL is a risk and compliance technology company that provides AI powered enterprise-grade risk, due diligence, cyber security and privacy management solutions to financial institutions worldwide. Established in 2015, CENTRL is a high-growth, venture backed SaaS firm leading the way in innovative generative AI solutions to manage third party risk and due diligence.
Ensure customer satisfaction by providing excellent customer support.
Answer clients requests in a timely and accurate manner.
Monitor the Streem data quality overall to detect potential bugs and issues
Streem is building a SaaS platform to empower the commercial management of renewable energy assets, accelerating the energy transition by enabling asset managers, investors, and operators to extract more value from their renewable portfolios. They are an international team that values an open and flexible work environment.
Identify performance gaps and growth opportunities
Improve reporting structure and dashboard clarity
Groupon is a marketplace where customers discover new experiences and services everyday and local businesses thrive. Even with thousands of employees spread across multiple continents, they still maintain a culture that inspires innovation, rewards risk-taking and celebrates success.
Maintain and optimize organization of digital resources.
Facilitate internal team communications.
Accor Global Reservation Centre has been part of Moncton’s growth for over 30 years and is a local employer of choice. They are known for community contributions and creating memorable luxury experiences for guests.
Monitor and manage inbound tickets within the Zendesk system.
Provide timely responses and resolve issues efficiently.
Troubleshoot functional and technical issues.
PPM Works is a full service Microsoft Work Management and Project and Portfolio Management consultancy, focused on OnePlan, Microsoft 365 and Project Platforms. PPM Works believes in giving back to our families, our community, our teammates, and our environment.