Lead the Support team, defining service standards and SLA targets for response time, resolution time, and customer satisfaction.
Build escalation infrastructure and self-service capabilities to enable global 24/7 coverage and deflect common issues.
Drive retention and expansion by analyzing ticket patterns, reporting on metrics, and surfacing systemic issues to Product and Engineering.
Syllo is defining the Litigation AI category with the first unified platform to autonomously manage the entire litigation lifecycle. Founded in 2019 by litigators and engineers, we have doubled our team in six months and are backed by top-tier VCs, serving Fortune 500 and AmLaw 200 firms.
Own leadership of Merchant Support and Technical Support teams, including coaching, development, and performance management.
Drive key metrics like app store ratings, review velocity, and net retention through scalable support systems.
Build and manage a conversational quality-assurance system using AI tooling to ensure 5-star support.
Smile.io is the world's largest loyalty platform that provides reward programs for scaling ecommerce brands. The company is remote-first, built on trust, ownership, and continuous improvement, with over 100,000 brands using their platform.
Lead and grow a team of Technical Support Specialists in the APAC region, shaping support strategies and operations.
Collaborate with Product, Engineering, and Customer Success teams to resolve escalated issues and enhance the customer experience.
Use data and metrics to drive decision-making, improve support processes, and ensure timely issue resolution.
Ashby is a B2B SaaS company that builds best-in-class products for hiring and recruitment. They maintain a culture of small, highly talented teams with a strong emphasis on ownership, thoughtful communication, and high-quality work.