Lead and develop a team of 8-15 customer care employees through coaching, performance reviews, and workload management.
Drive team performance and quality by monitoring KPIs, conducting audits, and ensuring consistent adherence to standard operating procedures.
Collaborate cross-functionally to improve customer experience and retention, using tools like PowerBI and Salesforce to track trends and coach to gaps.
Culligan Quench provides on-demand filtered water solutions to eliminate single-use plastic bottles, serving over 120,000 customers across North America. With more than 1,600 team members and headquarters in King of Prussia, PA, the company values innovation, customer focus, and operational excellence.
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.
Assist in developing and upholding customer service quality standards by reviewing calls, chats, and emails.
Collaborate with managers to create improvement strategies and coach customer service representatives.
Leverage quality reports and trend analysis to inform business initiatives and operational improvements.
Colibri is a pioneer in online professional education, offering web-based courses since 2001. The company serves over 1 million customers annually and employs more than 1,500 mission-aligned professionals, fostering a culture based on love, joy, boldness, teamwork, and curiosity.
Own real-time execution of member service across chat and phone queues, monitoring queue health and stepping in for complex cases.
Coach and support a team of Member Services Associates, providing real-time feedback and handling first-line escalations.
Ensure operational excellence through consistent execution of SOPs and identifying workflow breakdowns.
Maven is the world's largest virtual clinic for women and families, providing clinical, emotional, and financial support through a single platform for fertility, maternity, parenting, and menopause. With over 2,000 employers and health plans, Maven has raised more than $425 million and been recognized as a top workplace by Fortune, CNBC, and Fast Company.
Lead a team of Member Support Representatives, providing coaching, feedback, and performance reviews.
Monitor team performance against metrics and identify coaching opportunities.
Serve as the first point of escalation for member issues and partner with cross-functional teams.
Foodsmart is a Foodcare platform that delivers nutrition-driven healthcare. It serves over 3 million members and recently secured a $200 million investment to expand its reach.
Lead and develop a team of Enrollment Specialists to hit daily and weekly performance targets through coaching, huddles, and 1:1s.
Keep operations on track by handling HR tasks like timecards and PTO, and coaching the team to follow processes seamlessly.
Drive continuous improvement by partnering with other leads to fix enrollment queue issues and surfacing opportunities to improve workflows and conversion.
Thyme Care is a market-leading value-based oncology care enabler that partners with health plans, providers, and employers to improve outcomes and lower costs for people with cancer. As a tech-native organization, it combines human support with AI and has a bold vision to become a household name in cancer care.
Coach and mentor Customer Success Managers to improve customer satisfaction, retention, and relationship management.
Conduct quality reviews on customer interactions and provide detailed feedback.
Develop and deliver coaching plans tailored to individual performance metrics and team goals.
Wing Assistant provides virtual assistant and customer success services to businesses. The company is a growing remote organization that values coaching, quality, and continuous improvement.
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.
Recruit new child care providers across North Carolina.
Coach providers through licensing, from first conversation to open doors.
Build playbooks and training to scale provider support.
Wonderschool is on a mission to expand access to high-quality child care by enabling talented individuals to become licensed providers. The company partners with state agencies and community organizations to build child care supply where it's needed most.
Lead and develop a team of Tier 2 Customer Support Specialists through coaching, training, and performance management.
Monitor team performance against CSAT, response times, and QA scores, using data to drive improvement.
Serve as a bridge between frontline support realities and leadership, translating strategic goals into actionable plans.
Spectora is the leading SaaS property inspection platform that helps inspectors build and scale successful businesses. With a decade-long track record, the company touches about half of all property sales in the US and fosters a high-energy, humorous culture with a team that values growth and both IQ and EQ.