Own the Global Quality Strategy: Design and maintain quality rubrics, calibration standards, and audit cadences that reflect Lime’s brand voice and operational requirements.
Master the Tech Stack: Lead the administration and optimization of MaestroQA and Zendesk, ensuring that grading rubrics and automated workflows are driving maximum value.
Manage BPO Quality Performance: Oversee the quality programs of external BPO partners via a dotted-line management structure.
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.
Design, build, and lead the support program that ensures VA clinicians can effectively use Knowtex to document patient encounters.
Own the complete support infrastructure—from ticketing systems and escalation protocols to team management and technical troubleshooting—establishing the operational foundation.
Manage support operations end-to-end while building the systems, processes, and team to scale from hundreds to tens of thousands of users.
Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, Knowtex is experiencing explosive growth across both commercial health systems and federal healthcare.
Run the daily operating rhythm: priorities, handoffs, accountability, and follow-through in Slack
Ensure coverage is working across phones, texts, and email tickets throughout the day (with the team)
Handle escalations and customer happiness: resolve higher-stakes issues and protect trust
They are an established U.S.-based home services company with a fully remote operations team. They run a fast-moving, systems-driven environment with high accountability and high visibility.
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.
Own the execution and coordination of internal programs that support the global Solutions team.
Build and maintain a centralized knowledge hub of scalable assets and documentation.
Partner with stakeholders to operationalize the Voice of Customer intake and prioritization process.
Vanta helps businesses earn and prove trust by providing a platform to monitor and verify security continuously. They have a kind and talented team; while some have prior security experience, many have been successful at Vanta without it.
Develop and maintain scalable quality monitoring frameworks for the Provider Operations department.
Translate quality data into actionable insights to identify drivers of quality variation.
Partner with Provider Operations leaders to design and evaluate quality improvement initiatives.
Spring Health is on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. They proudly partner with over 450 companies and provide care for 10 million people.
Queue Leadership: Helping customers on complex issues alongside your team, identifying patterns, and spotting improvement opportunities.
Team Support & Quality: Conducting quality reviews, helping teammates navigate difficult situations, and championing great work.
Performance & Improvement: Reviewing KPI dashboards, requesting product training, and working with Support Operations to create new workflows.
Help Scout helps businesses delight more customers with their platform. They are a fully remote company with a team of 130+ people all over the world and a Certified B Corporation since 2019.
Build and grow a high-performing QA team, leading hiring, onboarding, and career progression.
Own QA delivery and prioritisation, managing intake across multiple business units with high standards.
Strengthen quality practices and automation strategy, partnering with Engineering to improve release confidence.
Tem aims to revolutionize the energy market by enabling businesses to buy renewable energy directly from generators through its RED™ platform. Since 2021, they've saved UK businesses and generators over £25 million and are backed by Atomico and Albion.
Work in a partially remote environment, collaborating with team members virtually each day.
Serve as a Subject Matter Expert (SME) on quality improvement measures, customer needs, and payer‑specific quality initiatives across commercial and government programs.
Conduct proactive patient outreach to identify and close quality gaps—educating patients, scheduling screenings, supporting treatment plan adherence, and improving outcomes.
Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers.
Oversee and manage a remote team of VAs across leasing, accounting, customer support, and maintenance coordination.
Design, implement, and maintain KPIs, scorecards, and performance dashboards to improve operations.
Act as a trusted operational partner to U.S. leadership, translating goals into workflows and measurable outcomes.
OurAssistants partners with U.S.-based property management companies to build high-performing remote teams that scale efficiently and sustainably. They specialize in operational excellence, process design, and performance-driven workforce management.
Analyze member feedback to identify areas for improvement using our existing automation tool stack.
Conduct regular performance reviews of AI tools, identifying trends, anomalies, and areas of underperformance.
Oura's mission is to empower every person to own their inner potential through their award-winning products. They help their global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. As a quickly growing company focused on helping people live healthier and happier lives, they ensure that their team members have what they need to do their best work — both in and out of the office.
Build and maintain accurate demand forecasts across seasonality.
Implement consistent productivity and performance benchmarks across teams.
Define and manage core service KPIs including utilization and adherence.
CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform. They connect enterprises, institutions, and event organizers to thousands of bus operators nationwide and are recognized as one of the fastest-growing companies.
Solidify the company's leadership position in offering high quality localized mental health care services globally.
Develop, implement, and maintain a robust quality framework, including testing processes and standards.
Define and track key quality metrics and drive continuous quality improvement across all localized products and content.
Spring Health aims to eliminate every barrier to mental health. They partner with companies as a leading provider of mental health services, providing care for 10 million people and are valued at $3.3 billion.
Oversee daily claim workflows ensuring accuracy, timeliness and adherence to compliance requirements within Required SLAs.
Own team performance across CSAT, Quality, Productivity, Aging, and SLA, translating results into clear action plans.
Coach and develop team members through 1:1s, performance management and targeted development plans.
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions. Extend works with more than 1,000 leading merchant partners across industries and our headquarters is in downtown San Francisco.
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.
Improve end-to-end patient support workflows, from first contact through resolution and follow-up.
Analyze support and call center metrics to uncover trends, pain points, and operational gaps — and turn insights into action.
Champion and evolve our QA program — ensuring we’re not just scoring interactions, but using them to elevate performance and consistency.
Midi Health's mission is to redesign care for women in midlife. They are growing fast and seeking purpose-driven people to help them build a best-in-class team.
Manage all inbound phone, text, and email support to ensure clients feel supported.
Build and maintain a QA function to review response quality and coach the team.
Identify inefficiencies in workflows and tooling, and implement solutions.
Prosper Health aims to improve the lives of autistic and neurodivergent adults by delivering specialized, insurance-covered mental health services. They have thousands of active clients and 400+ clinicians, and their team is high-ownership and mission-driven.
Conduct remote stakeholder interviews and requirements elicitation sessions
Analyze and document business processes, workflows, and system requirements
Develop business cases and propose process improvement solutions
Zantech is a dynamic Woman Owned Small Business focused on providing complex, mission-focused solutions. They have a proven track record of outstanding customer performance and high employee satisfaction.
Support data readiness for client reporting across several functions.
Review and correct data generated offshore and gather examples for training purposes.
Identify root causes of data quality issues and propose systematic solutions.
EDO is a TV outcomes company with a leading measurement platform that connects convergent TV airings to consumer behaviors. They empower the advertising industry to maximize media impact and are headquartered in New York City and Los Angeles.
Lead operational strategy and execution within the Documents & Onboarding Team.
Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance.
Build and develop high-performing teams with clear responsibilities and accountability.
Clipboard Health operates a marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent. They are a fast-growing Series C marketplace and a YC Top Company with a global, remote team of 700+ people.