Serve as the initial point of contact for Talkdesk’s platform issues, capturing incident details and classifying impact and severity.
Provide support for Reporting, Workforce Management, and Quality Management applications, including triage, configuration, and troubleshooting.
Maintain rigorous ticketing hygiene, SLA compliance, and knowledge base maintenance while communicating with government or education customers.
Talkdesk is a global leader in Customer Experience Automation (CXA) using AI to transform customer interactions. The company has a large, diverse team of innovators and has been recognized on the Forbes Cloud 100 for seven consecutive years.
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.
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.
Provide personalized onboarding support for customers who sign up for Fast Track Packages.
Help Fast Track customers solve existing onboarding issues through engagement that meets their demands.
Manage Onboarding SLAs and credit utilization for each product, and partner with operations teams to scale onboarding volumes.
Twilio is shaping the future of communications by delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. The company is a remote-first organization with a strong culture of connection and global inclusion, offering a vibrant team environment.