Source Job

• Establish and document scalable support processes, workflows, and SLAs.
• Define, track, and report on key support metrics like first response time, resolution time, and CSAT.
• Lead and develop a team of Customer Support Technicians while handling complex escalations.

Casechek is on a mission to innovate the implant supply chain and bring greater transparency to the cost of patient care. We are a small, growing company automating workflows for vendor-supported surgical procedures.

• Leads a global team of Client Support Analysts or Engineers to deliver high-quality support experiences.
• Oversees daily support operations, escalations, and performance metrics across Level 1 or Level 2 teams.
• Champions client advocacy, knowledge management, and cross-functional collaboration to improve workflows.

Origami Risk delivers single-platform SaaS solutions that help organizations navigate risk, insurance, compliance, and safety management. Founded by industry veterans, the company offers innovative products and has a singular focus on client success, with a diverse and inclusive culture.

• Lead the strategy and performance of a high-impact client support organization serving the healthcare technology sector, focusing on operational excellence and customer advocacy.
• Oversee day-to-day support operations, optimize KPIs including customer satisfaction, response times, and backlog management, and drive organizational transformation through AI adoption and automation.
• Mentor managers, develop future leaders, and collaborate with Product, Engineering, and Customer Success to improve product quality and deliver seamless customer experiences.

Our partner is a healthcare technology company serving the sector with innovative SaaS solutions. They operate in a remote-first environment and foster a collaborative, innovation-focused culture supporting professional growth.

• Define and evolve the centralized quality assurance strategy across customer support channels including email, chat, messaging, and voice.
• Analyze QA results, customer interactions, and performance data to identify coaching opportunities and process improvements.
• Partner with cross-functional teams to drive operational improvements, enhance customer experience, and shape AI-powered support workflows.

1Password is a cybersecurity company that provides password management and unified access management solutions, trusted by over 180,000 businesses including Fortune 100 leaders. With a culture of collaboration, transparency, and continuous improvement, the company has been recognized on the Forbes Cloud 100 for four years in a row.

• Serve as an expert on Flock Safety products, providing quick and high-quality assistance to customers via phone, chat, and email.
• Partner with Product, Engineering, Operations, Sales, and other teams to resolve escalated situations and improve customer experience.
• Contribute to the Customer Help Center and make recommendations to enhance the product network.

Flock Safety builds technology that reduces crime and protects privacy by partnering with cities, businesses, schools, and neighborhoods. With over $1B in funding and an $8.3B valuation, they are a high-performance team united by urgency, ownership, and meaningful impact.

• Lead daily operations of a Member Support team across chat, phone, email, and SMS.
• Coach and develop agents through quality monitoring and weekly coaching sessions.
• Handle escalated member cases and collaborate with internal teams to improve processes.

OneImaging offers a concierge radiology service with a network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%. The company aims to provide fair pricing and eliminate surprise bills for patients and payers.

• Handle account operations including unlocks, provisioning, and permission changes.
• Triage incoming tickets from Slack, email, and web forms using runbooks.
• Build foundational knowledge of Canvas platform and clinical workflows.

Canvas Medical provides an EMR platform for healthcare automation. It is backed by top investors and focuses on giving care teams superpowers with software.

• Lead day-to-day support engineering operations, including team meetings, metrics tracking, and OKR progress.
• Own queue health, manage escalations, and coordinate with Tier2, Engineering, and Product stakeholders.
• Design schedules, conduct QA checks, and drive continuous improvement through CSAT feedback and playbooks.

n8n is an open workflow orchestration platform built for the new era of AI, giving technical teams the freedom of code with the speed of no-code. Since 2019, we've grown into a diverse team of over 260 across Europe and the US, backed by Sequoia and SAP, and we cultivate a community of over 650,000 active developers.

• 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.

• Own and optimize the operational foundation for post-sale customer experience, including systems, processes, reporting, and governance.
• Partner cross-functionally with Account Management, Revenue Operations, Finance, and Product to translate strategy into execution.
• Build scalable processes, maintain data quality, and implement automation to improve customer retention and growth.

Stacker is revolutionizing the traditional newswire business model by connecting brand newsrooms and publishers through a platform that helps over 100 content contributors extend their reach. As a bootstrapped, fast-growing remote-first company, we value ownership, integrity, and collaboration, fostering an inclusive culture with unlimited vacation, equity, and full health coverage.

• Serve as the frontline operational leader of the Support team, spending about half the day in the queue and the other half coaching and driving improvements.
• Develop team members through biweekly 1:1s, training, and mentoring, while owning escalations and maintaining quality standards.
• Manage weekly metrics, knowledge base updates, and the Facebook support channel to turn trends into proactive improvements.

OpenEd opens the world to every learner, providing customized, world-class education and resources to over 100,000 students. They have a strong culture with an eNPS of 76, placing them in the top .1% of technology companies.

• Lead a world-class global support organization to resolve customer issues quickly and scale intelligently through AI.
• Partner cross-functionally with Customer Success, Product, Engineering, and Technical Services to drive systemic improvements.
• Use data and customer health metrics to advocate for customers and drive retention outcomes.

Gainsight is an AI-powered retention engine that helps customer-centric companies drive adoption and success. With over 2,000 customers and a strong focus on innovation, the company fosters a culture of collaboration, curiosity, and human-first values.

• Monitor agent performance in quality, productivity, and attendance with a focus on QA scores above 9%.
• Provide frequent coaching based on QA feedback, metrics, and ticket observations.
• Handle escalations, maintain coaching logs, and ensure schedule adherence.

Clipboard operates an app-based marketplace connecting healthcare professionals with workplaces needing staff. Founded in 2016, the remote-first team of over 1,000 has been profitable since 2022 and is a top Y-Combinator company.

• Lead and scale the L1 support team, ensuring fast, empathetic, and high-quality customer experiences.
• Drive operational excellence by owning support metrics, SLA adherence, and transforming support into a strategic function.
• Partner with product and engineering teams to eliminate recurring issues and turn support into a growth driver.

Pencil is driving innovation in advertising technology with a SaaS product that harnesses Generative AI to redefine content creation. The company is mission-driven, aiming to make AI the default in advertising while helping small businesses and creative individuals, and fosters a customer-first culture.

• Lead all post-sales activities for enterprise customers, guiding them through onboarding, implementation, and renewals.
• Partner with Account Managers to drive renewal and expansion opportunities within your book of business.
• Manage 40 enterprise customers and provide expert advice on security best practices and compliance standards.

Vanta helps businesses earn and prove trust through continuous security monitoring and compliance automation. The company has a kind and talented team, with many employees succeeding without prior security experience.

• 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.

• Act as primary customer contact, maximizing ROI in Sardine through day-to-day and strategic support.
• Build thorough understanding of product, technology, and strategy to message succinctly to clients.
• Translate complex product and technology problems into simple, actionable solutions and manage internal and external solution processes.

Sardine is the leading agentic risk platform for fighting financial crime, unifying data across risk teams to stop fraud and automate AML operations. The company is remote-first with hubs in the Bay Area, NYC, Austin, Toronto, and São Paulo, and values performance over hours worked.

• Lead the Customer Support team to ensure operational excellence for Enterprise and Federal customers, from deployment to disaster recovery.
• Own support operations end-to-end, including ticket routing, SLAs, on-call coverage, and reporting performance metrics to leadership.
• Personally engage on the most complex technical escalations and provide product feedback to drive roadmap improvements.

Analyst1 is an industry-leading cybersecurity solution provider that specializes in advanced threat intelligence, transforming security operations through automated data ingestion and investigations. The company fosters a remote-first culture with a focus on integrity, results, collaboration, and growth, offering competitive compensation and comprehensive benefits.

• Lead end-to-end execution of technical customer delivery projects including onboarding, migrations, and expansions.
• Own and refine customer-facing operational processes, ensuring scalable and repeatable delivery models.
• Act as central coordinator across Customer Success, Support, Operations, Sales, and Product for project alignment.

Librestream, a division of Harris, delivers advanced AR and AI-driven software for frontline workers in industries like manufacturing, energy, and aerospace. Harris is a leading provider of mission critical software to the public sector in North America, offering a casual work environment and comprehensive benefits.

• Lead and manage the Client Support team, defining performance standards and holding the team accountable.
• Establish and maintain SLA targets for response time, resolution time, and customer satisfaction.
• Build escalation infrastructure and self-service capability to ensure quality and scalability.

Syllo is defining the Litigation AI category as the first unified platform to autonomously manage the entire litigation lifecycle end-to-end. Backed by top-tier VCs, the company has doubled its team in the last six months and supports Fortune 500 companies and AmLaw 200 firms.