Source Job

• 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.

• 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, coach, and support a team of five Customer Service/Support Representatives, ensuring timely and accurate service.
• Serve as the primary escalation point for complex customer issues, including product shortages, shipping delays, and inventory discrepancies.
• Oversee customer service KPIs and implement process improvements to enhance order accuracy and delivery speed.

Paige Datacom, a GCG company, powers, connects, and automates our world with top brands and extensive value-added services. They are a global leader with a responsive startup DNA, committed to meeting customer needs while focusing on environmental and community responsibility.

• Manage the AMER Technical Support Engineering team and own the L2/L3 escalation boundary.
• Develop the team through coaching, career frameworks, and skill gap identification.
• Drive tooling and automation improvements including AI-assisted workflows.

Chainguard is the trusted source for open source, delivering hardened, secure, and production-ready builds of open source software. They are a venture-backed company serving Fortune 500 enterprises, with a culture that values customer obsession, intentional action, and trust.

• 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.

• Prepare, contribute to, and lead implementation design sessions with customers for Supply Chain Management processes.
• Rapidly configure, test, and help train Client Subject Matter Experts (SME’s) on Dynamics 365 FSC areas.
• Identify functional gaps and conflicts in requirements and drive towards a resolution.

Ludia Consulting is a rapidly growing and innovative consulting firm specializing in Microsoft Dynamics Finance & Supply Chain (FSC), Customer Engagement, and Power Platform. They foster a collaborative environment where team members are encouraged to grow professionally and contribute to the community.

• You are the first point of contact for customers on IT and Business Application-related questions.
• Provide a professional, efficient, and effective support service to Unit4 customers.
• Investigate, process, and document application defects passed to the Application Support team.

Unit4 redefines Enterprise Resource Planning (ERP) for mid-market people-centric organizations. They provide innovative, self-driving, adaptive and intuitive software to help customers focus on meaningful work, with a culture built on trust and inclusivity.

• 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.

• Provide functional and technical support to end users working within the Epicor ERP program, managing projects and deliverables.
• Coordinate delivery of Epicor ERP implementation across regions to all Trexon business units, interacting with cross-functional teams.
• Participate in the full project lifecycle including requirements gathering, design, development, testing, training, and go-live support.

Trexon is a dynamic and growing organization with multiple business units. The company culture values collaboration across diverse teams and continuous improvement.

• 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.

• Serve as the primary technical point of contact for enterprise clients, providing prompt solutions and ensuring issues are resolved or escalated.
• Educate clients and internal users on effective tool use, best practices, and new functionality to maximize adoption.
• Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.

Aledade is a public benefit corporation that empowers independent primary care. Founded in 2014, it is now the largest network of independent primary care in the country, with a collaborative, inclusive, and remote-first culture.

• 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 the implementation for Microsoft Dynamics 365 Finance and Project Operations projects.
• Manage client engagement and lead client workshops to define business requirements.
• Oversee configuration of D365 for Finance, Project Operations, ensuring a high-quality solution.

UNIFY Dots is a global technology and software solutions company specializing in Microsoft Dynamics 365 based solutions. They value team members over financial numbers, fostering a People before Profit culture.

• Own and evolve the end-to-end sales approach across Dynamics 365.
• Redefine how we qualify, shape, and win opportunities — anchored in outcomes, not products.
• Lead complex, high-value deals from early engagement through to close.

Infinity Group is an innovative Microsoft Cloud Solution Partner based in the UK that excels in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services. With a robust team of over 180 professionals, they operate from offices in Tunbridge Wells and London Paddington.

• Provide execution and administrative support including creating presentations, processing invoices, and managing scheduling.
• Support people operations including onboarding, offboarding, performance management, and HR processes.
• Offer ad hoc team support by proactively resolving issues and maintaining a positive, solutions-oriented attitude.

Superbolt is an award-winning, direct-to-consumer agency headquartered in New York City, specializing in unlocking long-term growth for brands that matter. We're a multidisciplinary team of growth experts, data strategists, and creatives who move fast and care deeply about doing things well.

• 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.

• 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.

• 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.

• Serve as a strategic leader and trusted advisor, managing client relationships and driving process improvements to exceed client expectations.
• Collaborate cross-functionally with Operations, Quality, Training, Sales, Client Services, and Implementation teams to enhance service delivery and resolve issues.
• Analyze service trends, lead proactive client meetings, and use data insights to optimize performance and communication.

bswift is a leading benefits administration company that provides cloud-based technology and services to simplify employee benefits for thousands of companies nationwide. The company employs a collaborative, inclusive team and has been recognized as one of Chicago's and the Nation's Best and Brightest Companies to Work For, fostering a culture of excellence, accountability, and superior service.