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• Own complex technical issues from intake through resolution or escalation, investigating APIs, integrations, logs, data, configuration, and workflows.
• Set a high bar for L3 investigations and ensure Engineering receives clear, actionable, well-validated defects.
• Identify recurring problems and turn them into documentation, enablement, tooling, process improvements, or product feedback.

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We support nearly 5,000 customers and are a team of roughly 300 people across 22+ countries.

• Lead and develop a remote team of Technical Support Specialists, driving operational excellence and customer satisfaction.
• Manage technical escalations and collaborate with Product and Engineering to resolve complex issues.
• Build scalable support processes and advocate for customer needs across the organization.

Attio is a CRM platform designed for go-to-market teams, leveraging AI to automate and understand customers. The company has raised $116M from top investors and fosters a culture of high standards, craft, and customer obsession.

• Lead and manage Tier 1 and Tier 2 support teams to ensure timely issue resolution.
• Champion an AI-first support culture by driving adoption of AI-powered tools for faster, higher-quality customer support.
• Monitor support metrics, provide mentorship, and collaborate cross-functionally to drive continuous improvement.

Clearer.io reimagines eCommerce by enhancing search, discovery, and customer engagement through innovative apps. We are a global, collaborative team focused on empowering eCommerce brands to accelerate growth, with a culture built on creativity and transformation.

• Diagnose and resolve technical issues for customers, ensuring high satisfaction through effective communication and problem-solving.
• Leverage expertise in integrations and APIs to troubleshoot complex issues and identify product improvements.
• Collaborate with Engineering and Support teams to enhance documentation and enablement strategies.

Ashby is building enterprise software for talent leaders and recruiters to improve hiring processes. The company is well-funded, backed by Y Combinator, and has a small team focused on building a best-in-class product and customer experience.

• Provide excellent written, Slack, and video chat support to customers.
• Conduct training sessions for unmanaged customers to remove friction from their journey.
• Present customer problems to the organization for prioritization and actionable decision-making.

Appcues is a customer engagement platform that helps businesses improve user onboarding and adoption. The company is remote-first with a small, focused team that values transparency, collaboration, and autonomy.

• Lead and scale the global customer support organization, owning end-to-end support experience for a global customer base.
• Drive operational excellence through process optimization, automation, and AI-assisted support workflows.
• Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success to align support strategy with company goals.

CoreView is the global leader in Microsoft 365 tenant resilience, serving over 23 million users worldwide. They empower organizations to master M365 complexity with robust security and governance, and foster a collaborative, innovative culture.

• Troubleshoot and resolve customer issues across email, SMS, phone, and video calls.
• Build and maintain internal documentation and train teams on products and processes.
• Collaborate cross-functionally to improve products based on customer feedback.

Podium provides AI employees for local businesses to automate conversations and drive revenue. Trusted by over 60,000 businesses, the company values customer obsession, founder mentality, zero drama, and enjoying the ride.

• Lead critical customer escalations and manage P1/P2 incidents for timely resolution.
• Oversee global follow-the-sun support operations and ensure seamless service coverage.
• Mentor a distributed team, improve automation, and optimize AI-assisted support workflows.

This role is listed on behalf of a partner company that focuses on customer success and AI-driven support. The company values a remote-first culture and offers significant ownership in a fast-paced SaaS environment.

• Build the shift schedule and on-call rotation to ensure 24/7 coverage.
• Own weekly quality audits and coach the team to maintain high standards.
• Act as the escalation point for reps and protect trust between support tiers.

Wing Assistant builds AI-enabled workforce solutions for growing businesses. They are a corporate team focused on customer support, with a culture of hands-on leadership and accountability.

• Lead and grow a customer support team of 4-9, fostering a culture where going above and beyond is the norm.
• Own the customer experience by setting a relationship-first standard and modeling empathetic, human engagement.
• Build scalable processes and playbooks that preserve the personal, relationship-driven service that sets the company apart.

ComputerCare is a woman-owned IT services company that combines certified technical expertise with genuine human connection to manage device lifecycles and perform authorized repairs for clients worldwide. With a team-oriented culture built on accountability, quality, and lasting relationships, they value technical excellence and the people behind it.

• Act as the primary escalation point for customer support issues and handle complex inquiries via phone, email, and chat.
• Lead, schedule, and support a team of part-time customer support representatives, including hiring, onboarding, and training.
• Diagnose and resolve product-related issues during live events and collaborate with internal teams to improve processes.

LoveStream is a high-growth events technology company powering thousands of live and virtual experiences across the U.S. The company started in weddings and hospitality and has expanded into corporate events, brand activations, and enterprise experiences for some of the world's biggest companies.

• Act as the first point of contact for clients via email, chat, and phone, troubleshooting software issues with a warm, professional manner.
• Own each client conversation from start to finish, treating interactions as training opportunities to build client confidence and independence.
• Collaborate with Product and Engineering teams to drive issues to resolution and identify patterns in recurring issues to improve the product.

Traild is a high-growth SaaS company redefining how finance teams operate, combining AI, automation, and payments infrastructure to power the future of B2B finance. With rapid growth across APAC, North America, and EMEA and a world-class eNPS score of 78, the company offers a dynamic, fast-paced startup environment.

• Own the daily operations of Client Support, including queue health monitoring, QA reviews, and team standups.
• Coach and train team members to ensure high-quality support, while handling complex escalations and providing hands-on coverage as needed.
• Partner with the Client Support Manager on process improvements, weekly updates, and cross-functional operational planning.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by interpreting EHR data and making recommendations for revenue cycle teams. As a Smartian, you'll build technology that makes healthcare more accurate and sustainable, working with a small, mission-driven team.

• Manage and execute end-to-end implementations of Ashby's solution for Mid-Market and smaller enterprise customers, handling about 15 concurrent implementations lasting 4-8 weeks each.
• Work directly with customers to develop and execute implementation plans, ensuring a positive experience and fast time to value while aligning cross-functional stakeholders.
• Advise customers on best practices, navigate change management, and proactively improve processes to enhance efficiency and efficacy.

Ashby is a B2B SaaS company building best-in-class products for recruiting and HR teams. They value small, talented teams and offer a remote-first, collaborative culture with a focus on continuous improvement and customer care.

• Manage and motivate a team of Technical Support Specialists handling inbound calls and emails on a 24/7 schedule.
• Develop strategies to promote adherence to performance goals, create policies and SOPs, and assist in resolving complex customer issues.
• Coordinate training sessions and ongoing development programs to enhance team skills and improve operational efficiency.

HungerRush is a leading provider of integrated restaurant solutions, offering its flagship HungerRush 360 cloud POS system to help operators manage their businesses. The company's size and culture are not detailed in this posting, but the role emphasizes continuous improvement and team development.

• Create and drive execution of detailed projects in collaboration with customer stakeholders.
• Own communication with clients to provide recommendations and manage expectations.
• Identify needs of technology executives and prepare reports to inform decision-making.

DX, a subsidiary of Atlassian, helps engineering leaders build high-performing teams through data-driven insights on developer productivity. As a fast-growing SaaS company, DX has tripled its annual recurring revenue and recently joined Atlassian to expand its reach and resources.

• Own technical resolution end-to-end, triaging and resolving support tickets across channels, and performing critical customer tasks such as assigning vessels and ports.
• Drive automation and knowledge management by testing bots, maintaining help-centre articles, and identifying repeat issues to propose upstream fixes.
• Deepen customer relationships through ticket-theme analysis, proactive outreach, and collaboration with Customer Success Managers on pilot rollouts.

Tilla is a SaaS startup operating at the intersection of global shipping and travel, streamlining crew logistics for seafarers. The company has executed over 10,000 crew changes annually across 600+ vessels and is backed by strong investor support, fostering an international, mission-oriented, and supportive team.

• Lead, coach, and develop a team of Customer Support Leads to deliver exceptional support to hoteliers.
• Act as primary escalation point for complex customer issues, drawing on hotel operations background to drive resolution.
• Own and drive key support metrics, including CSAT, NPS, SLA adherence, and First Contact Resolution.

Cloudbeds builds an intelligently designed platform for hospitality, powering properties across 150 countries with billions in bookings annually. With over 650 employees across 40+ countries, they are a remote-first team that values innovation and collaboration.

• Lead, coach, and develop a team of Customer Support Representatives, fostering a collaborative culture.
• Own SLA adherence, queue prioritization, escalation handling, and knowledge base management.
• Partner with Engineering, Product, Account Management, and Marketing to drive customer advocacy.

Kalibri Labs helps redefine and rebuild the hotel industry using cloud-native data pipelines and advanced AI/ML models. The company is growing and seeks passionate, entrepreneurial individuals who dream big and challenge the status quo.

• Ensure consistent and excellent customer experience across support teams.
• Manage resources efficiently and produce service metrics to drive improvements.
• Promote use of AI and collaborate with global teams on service initiatives.

Unit4 is a cloud company redefining Enterprise Resource Planning (ERP) for mid-market people-centric organizations. With over 40 years of heritage, it is an agile, fast-growing company with a people-first culture.