Source Job

• Support daily operations of customer care across all contact channels, ensuring high-quality service and satisfaction.
• Oversee and guide a team of supervisors, monitor performance, provide coaching, and implement best practices.
• Analyze KPI dashboards, resolve escalated issues, and partner with cross-functional teams to drive continuous improvement.

Golden Pet Brands creates a world where pets live longer, healthier lives from their first meal. They are a pet food company with multiple brands and have donated over $9 million to date, fostering a culture of ownership and collaboration.

• Lead and direct daily operations of the customer support organization, designing interfaces and KPIs for superior service.
• Drive continuous process improvement to enhance performance metrics like first contact resolution and resolution time.
• Manage and optimize the Amazon Connect CRM system, incorporating AI and automation to scale efficiently.

Oxio is the world's first telecom-as-a-service platform, democratizing telecom for brands and enterprises. They are a rapidly growing startup with a diverse team, offering flexible work and a competitive compensation package.

• 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.

• Lead daily customer support operations, ensuring high service levels and team accountability.
• Coach and develop team leads and supervisors to improve performance and service quality.
• Partner with Production to resolve complex issues and drive process improvements.

Partner company is a production-focused organization handling customer orders and manufacturing. It fosters a collaborative, fast-paced remote culture with an emphasis on continuous improvement and accountability.

• Handle complex customer inquiries and oversee call center operations, including monitoring performance and resolving issues.
• Train, mentor, and supervise a team of customer service professionals to ensure growth and optimize performance.
• Collaborate with other departments to improve processes and enhance the customer experience, while ensuring compliance with policies.

Judi Health is a health technology company that provides benefit administration solutions to employers and health plans, using a Unified Claims Processing architecture to consolidate pharmacy and medical benefits. They are deploying infrastructure to power healthcare for millions of Americans, with a focus on operational efficiency and transparency.

• Manage inbound leads for bridge and rental clients, educating and developing leads through phone, email, and events.
• Make 80 to 100 dials daily to identify and qualify leads, separating Market Qualified Leads from Qualified Leads.
• Support pre-sales by serving as the first touch point for prospects, setting the tone for the sales cycle.

Kiavi is one of the nation’s largest private lenders to residential real estate investors, using data and technology to provide faster access to capital. With over 500 employees, they have won multiple awards including Forbes Fintech 50 and Fast Company's Most Innovative Companies.

• Lead and motivate a team of customer service agents in a remote contact center.
• Oversee daily operations to exceed service levels and customer satisfaction targets.
• Collaborate with departments to improve processes and train staff.

Duluth Trading Company creates innovative workwear and gear for hands-on individuals. They foster a can-do, hard-working culture with a digital-first mindset.

• 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.

• Own delivery of the AHT reduction project, planning, running, and reporting on progress against target.
• Lead the phone systems rollout as a discrete project, working closely with the AutOps team.
• Run the complaints process end to end and lead a small team of direct reports, coaching them to hit targets.

Tem is rebuilding the energy transaction to make it transparent and fair, building the first AI-native infrastructure for buying, selling, and pricing electricity. With a $75 million Series B led by Lightspeed, the company is scaling internationally to bring fair access to low-cost electricity.

• Lead a Workforce Management team supporting 24/7 crisis intervention services across multiple channels and countries.
• Develop advanced forecasting models, capacity plans, and scheduling strategies to optimize staffing and service coverage.
• Partner with crisis services leadership to analyze data and implement improvements for operational efficiency.

Jobgether is an AI-powered job matching platform that connects candidates with hiring companies. They use technology to streamline recruitment and are a remote-first organization.

• Act as an internal liaison between functions like Billing, Deal Strategy, Legal, and Security to ensure smooth sales processes.
• Build pricing and deal workflows, including preparing pricing structures, order forms, and customer-facing quotes.
• Support team success by maintaining cross-functional trackers and conducting account research for sales meetings.

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. They are a remote-first company with a strong culture of connection and global inclusion, and a diverse team making a global impact.

• Lead and manage a team of 5 Specialists through high-volume morning dispatch, delegating effectively and keeping the team calm under pressure.
• Ensure classrooms are filled with 98%+ fill rates, manage assignment monitoring systems, and respond quickly to incidents and escalations.
• Serve as primary liaison for Tier 3 school partners, build strong customer relationships, and support Guest Teacher engagement and fulfillment.

Kokua connects schools with guest educators to cover teacher absences, ensuring students have access to positive role models. The company is mission-driven and focused on ensuring every classroom has an excellent teacher every day.

• Manage large amounts of inbound calls in a timely manner following communication scripts.
• Identify customer needs, clarify information, research, and provide solutions or alternatives while upselling products when possible.
• Remain positive and professional in all customer interactions, with flexibility to cross train as requested.

Five Star Call Centers provides customer service solutions for clients by handling telephone inquiries. They are a diverse employer committed to hiring the best people, with values of professionalism and EOE compliance.

• Shape the strategy and operational performance of a large Patient Service Center organization.
• Oversee complex services spanning patient access, contact center operations, data management, reimbursement, education, and copay assistance.
• Lead innovation, strengthen operational excellence, and develop high-performing teams in a fully remote U.S. role.

Jobgether is a recruitment platform using AI-powered matching to streamline job applications. The company focuses on efficient, objective candidate screening and partners with hiring companies to manage the hiring process.

• Lead workforce management strategy and planning for a 180-person US-based support operation.
• Manage a WFM team of four covering scheduling, real-time management, and systems administration.
• Partner with CX and Operations leaders to drive innovation and efficiency through emerging technologies like AI and automation.

Aura creates intelligent digital safety products to protect customers from online threats. The company has over 400 employees worldwide and is guided by a leadership team experienced in growing startups into multi-billion dollar organizations.

• 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 a team of Delivery Engineers and Engineer Leads to deliver enterprise contact center implementations.
• Establish and continuously improve standardized professional services delivery methodologies and reusable assets.
• Partner with Sales, Customer Success, and Product Management to align customer commitments and delivery capacity.

The company provides enterprise contact center solutions to customers. They are a growing organization with a focus on remote work and professional services.

• Lead daily operations and align execution with broader business goals.
• Manage agent attendance, quality, and performance with coaching and follow-up.
• Oversee onboarding, compliance, and monthly invoicing while driving workforce growth.

This role is with a partner company that operates a remote, distributed workforce providing outsourced services. The company is scaling to 100 active agents and values hands-on leadership, accountability, and quality.

• Proactively place outbound calls and handle inbound calls to uncover homeowner project needs and match them with pros.
• Participate in pilots, tests, and process improvements to shape new tools and workflows.
• Collaborate with the team and meet performance metrics like conversion rate and customer satisfaction.

Angi powers the home services industry by connecting homeowners with skilled pros. With 9 brands in 8 countries and over 300 million projects completed, they foster a collaborative and innovative culture.

• Lead and mentor team members on performance, soft skills, and case management best practices.
• Manage onboarding, training, and process improvements to enhance team engagement and efficiency.
• Handle sensitive escalations, conduct post-mortem reviews, and drive technical projects to resolution.

Twilio is shaping the future of communications, delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first culture, Twilio emphasizes connection, global inclusion, and diversity, making a global impact every day.