Lead and grow the Product Support team, setting SLAs, performance goals, and ticket-handling standards.
Own and optimize the Zendesk instance, including macros, triggers, and automations to scale support.
Serve as the connective tissue between Support, Customer Success, Product, and Engineering for bugs, incidents, and trends.
Ellevation provides technology solutions that help educators and multilingual learners succeed. They are a growing, mission-driven company that values empathy, systems thinking, and building a diverse and inclusive team.
Lead the customer support operation across both app users and enterprise partners, managing KPIs such as CSAT and response times.
Personally own enterprise customer onboarding and support, ensuring smooth license activations and timely issue resolution.
Partner with a Philippines-based managed service team to optimize workflows, maintain SOPs, and drive continuous improvement.
Watch Duty is a mission-driven nonprofit delivering real-time wildfire intelligence to residents, first responders, and critical infrastructure partners. They are a growing organization with a culture focused on public safety and data-driven decision-making.
Lead and manage the customer support function, overseeing email, chat, and voice channels while remaining hands-on with customer interactions.
Monitor team performance, KPIs, SLAs, and CSAT, and drive improvements to workflows, processes, and knowledge resources.
Act as the primary escalation point for complex issues and collaborate with Product and Engineering to turn feedback into actionable improvements.
This role is with a partner company of Jobgether, a B2B SaaS platform serving businesses and professional teams worldwide. They are a growing company with a diverse, collaborative team and a culture of transparency and autonomy.
Lead and coach Support Analysts to deliver timely, accurate, and professional customer resolutions.
Manage daily support operations, ticket triage, queue health, SLAs, escalations, and quality monitoring.
Use performance data and cross-functional partnerships to drive continuous improvement.
Interwell Health is a kidney care management company that partners with physicians to reimagine healthcare and help patients live their best lives. The team is mission-driven, collaborative, humble, inclusive, and focused on delivering on promises.
Lead day-to-day operations of Tier 1 and Tier 2 support teams.
Ensure responsive, consistent support within SLAs.
Monitor ticket queues, backlogs, and resolution times.
The company provides customer support services for its clients, operating fully virtually. The team is focused on delivering high-quality customer experiences and building high-performing teams.
Monitor agent performance in quality, productivity, and attendance to maintain QA scores above 9%.
Provide frequent coaching based on QA feedback, metrics, and ticket observations.
Handle escalations, ensure schedule adherence, and maintain coaching logs.
Clipboard is on a mission to uplift communities through its app-based marketplace that connects healthcare professionals with workplaces. Founded in 2016, the company is a remote-first team of over 1,000 people and has been profitable since 2022.
Lead and develop a customer service team, setting performance expectations and conducting regular coaching and reviews.
Oversee daily operations, monitor KPIs such as CSAT and resolution time, and drive process improvements.
Collaborate with cross-functional teams to resolve issues and enhance the overall customer experience.
Fresh Prints is a custom apparel company that provides high-quality products and services. They have a fast-paced, customer-focused culture with a distributed team, emphasizing collaboration and data-driven decision-making.
Manage the daily queue of comments, tasks, and emails from key accounts, ensuring first response within 2 business hours and resolution within 24-48 hours.
Triage and resolve inbound tickets including record status, document delivery, billing, and how-to inquiries without escalation.
Recognize and escalate technical issues to the appropriate owner, and keep customers updated throughout the resolution process.
We are building the modern platform for medical record retrieval using AI, making it faster and more accurate. We are a well-funded, rapidly growing startup with a small team, doubling month over month.
Lead a 23-person global support organization, scaling tooling, processes, and performance metrics.
Own core metrics like first reply time, requester wait time, and CSAT, using Zendesk Explore.
Drive AI strategy with Swift CX chatbot to triage and deflect tickets, freeing the team for higher-value work.
Virtuous provides software for nonprofits to inspire generosity and drive donor engagement. The company is built on a culture of radical generosity, humility, and building better, with a talented team committed to delivering best-in-class solutions.
Guide and mentor customer support team members towards achieving operational goals.
Ensure excellent team communication, problem-solving, and professional etiquette for highest customer satisfaction.
Collaborate with managers from other departments to discuss issues and process improvements.
We are building an open, safe and sustainable marketplace for gamers. Our marketplace supports close to 20m+ active users and is growing fast, with a culture of trust and safety.
Design and lead the support program infrastructure for a rapidly scaling AI healthcare platform.
Manage a team of Customer Support Specialists, overseeing technical troubleshooting and escalation to Engineering.
Drive continuous improvement through data analysis, KPI tracking, and knowledge base development.
Knowtex uses ambient AI scribing to reduce healthcare documentation burden, partnering with the VA to support clinicians. It is scaling rapidly from 7,500 to 80,000 users, with a mission-driven culture focused on veteran care and clinician well-being.
Own and manage customer tickets from intake to resolution or escalation.
Troubleshoot customer-reported issues directly, resolving what you can without waiting.
Communicate proactively, flagging blockers and risks before they become problems.
GridUnity is the industry leader in interconnection life cycle management, delivering cutting-edge software solutions that eliminate bottlenecks in the interconnection process. We are a lean, fast-moving team that values bold thinking, reliability, and continuous learning.
Lead Billing Support through change management and operational rigor.
Turn billing data into performance stories and recommendations for leadership.
Influence cross-functional partners and build scalable workflows in a fast-paced startup.
Rula is a remote-first mental healthcare company dedicated to making mental health care work for everyone. They are a startup with a culture of inclusion, supporting employees in feeling safe, seen, heard, and valued.
Respond to customer support requests during overnight PST hours, primarily Tier 1 support for Parkade users.
Identify root causes of straightforward issues, troubleshoot, and provide clear next steps.
Maintain accurate documentation and escalate issues when necessary.
Frontier is a subsidiary of Fresh Prints, a fully remote, 150-person company based in New York. We help companies grow full-time, cross-functional teams abroad.
Use platform expertise to advocate for users and influence product roadmaps.
Work with cross-functional teams to define workflows for new feature launches and drive issue resolution.
Own projects to improve operational processes and present data-driven insights to stakeholders.
Coursera is an online learning platform that partners with universities and organizations to offer courses, degrees, and certificates. The company values internal mobility and growth, with a globally distributed team that emphasizes collaboration and flexibility.
Lead a remote customer support team during night shifts to achieve operational excellence and resolve complex cases.
Use data-driven analysis to optimize team performance and identify process improvements through cross-functional collaboration.
Foster a culture of growth and wellbeing by mentoring team members, providing feedback, and promoting inclusive leadership.
Wise is a global technology company building the best way to move and manage money across borders. With a diverse team of over 5,000 employees, they foster a mission-driven, inclusive culture focused on innovation and customer savings.
Design and optimize end-to-end customer journeys across complex support experiences, with an initial emphasis on warranty replacements.
Lead root-cause analysis of recurring operational issues by combining data from support platforms, transactional systems, and logistics.
Define and monitor KPIs, dashboards, and experimentation plans that measure customer effort, operational efficiency, quality, and risk.
Oura is a health technology company that designs and manufactures the Oura Ring, a wearable device for sleep and activity tracking. The company emphasizes employee well-being and innovation in a supportive culture.
Serve as the primary support contact for contracted customers, owning issues from intake to resolution through troubleshooting and documentation.
Investigate complex product issues, analyze data, and distinguish defects from configuration challenges.
Collaborate with Product, Engineering, and other teams to improve customer experience and product.
CivCheck is an AI-powered software solution serving government agencies and their communities. As a growing startup, it offers a remote-first culture with significant autonomy and cross-functional collaboration.
Deliver exceptional customer experiences through email, chat, and occasional calls, turning every interaction into a WOW moment.
Own customer issues from start to finish, experimenting in test environments to resolve problems and uncover product insights.
Anticipate customer needs with tailored solutions and consistently hit performance goals around productivity and satisfaction.
TeamSnap is a sports communication platform that takes the work out of play in youth sports. We're a remote-first company known for a culture of trust, accountability, and inclusivity, consistently named a best place to work.
Own daily execution and delivery of Media Intelligence Digests across a portfolio of client accounts.
Perform detailed quality assurance reviews to ensure accuracy and completeness before delivery.
Troubleshoot delivery issues in real time and coordinate revisions with clients and teams.
Muck Rack is a leading SaaS platform for public relations and communications professionals, enabling organizations to build trust and demonstrate earned media value. The company is founder-controlled, fully distributed, and has won multiple culture awards.