Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.

As a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers — delivering fast, expert, and reliable technical support when it matters most. You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.

Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You’ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving clarity for your team.

You’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving — whether it’s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business.

In this role you will:

• Provide swift, high-priority support to Premium customers, responding within strict SLAs.

• Diagnose, reproduce, and resolve complex technical issues across the Replit platform.

• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.

• Lead customer-facing communications during outages or incidents.

• Identify recurring issues and collaborate internally to reduce time-to-resolution.

• Contribute to internal tooling, automation, and documentation that improves team efficiency.

• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.

• Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.

Required skills and experience:

• 3+ years in technical support, developer support, or systems engineering.

• Experience providing rapid-response support to high-value or enterprise customers.

• Strong debugging skills with JavaScript, Python, or similar languages.

• Excellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmly.

• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.

• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.

• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.

Nice to have:

• Has used Replit in the last 3 to 6 months.

• Experience working with IDEs, terminals, or other common developer tools.

• Experience with AI tools (Claude, ChatGPT, etc.)

What we value:

• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions

• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams

• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences

• Continuous learning: Passion for staying current with industry best practices and new technologies

• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.

Full-Time Employee Benefits Include:

💰 Competitive Salary & Equity

💹 401(k) Program with a 4% match ( US Only)

⚕️ Health, Dental, Vision and Life Insurance

🩼 Short Term and Long Term Disability

🚼 Paid Parental, Medical, Caregiver Leave

🏝 Flexible Time Off (FTO) + Holidays

🚗 Commuter Benefits ( In-Office & US Only)

📱 Monthly Wellness Stipend

🧑‍💻 Autonomous Work Environment

🖥 In Office Set-Up Reimbursement ( In-Office Only)

🚀 Quarterly Team Gatherings

☕ In Office Amenities ( In-Office Only)

Want to learn more about what we are up to?

• Self-driving Company

• Replit Agent at Scale

• AI Adoption

• Build Open-Source Apps

Interviewing + Culture at Replit

• Operating Principles

• Reasons not to work at Replit

To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.

Customer Service & Dispatch Coordinator – HVAC & Trades | Remote

Position Type: Full-Time, Remote

Location: Remote (LATAM Preferred)

Working Hours: U.S. Business Hours (EST)

About the Role

At Pavago, one of our clients is hiring a highly organized and customer-focused Customer Service & Dispatch Coordinator to support daily operations for a fast-paced U.S.-based home services company.

This role sits at the center of customer service, technician dispatching, scheduling, and field operations. You’ll manage high-volume inbound customer communication, coordinate HVAC, plumbing, and electrical service appointments, and ensure customers and technicians stay informed throughout the service process.

This is not a passive customer support role. You’ll need to think quickly, adjust schedules in real time, resolve customer concerns, and understand how efficient dispatching directly impacts technician utilization, customer satisfaction, and operational performance.

If you have hands-on dispatching experience in HVAC, plumbing, electrical, or home services and thrive in fast-moving environments, this role is a strong fit.

What You’ll Own

Customer Service & Communication

• Handle high-volume inbound customer calls, emails, and chats professionally and efficiently

• Serve as a primary point of contact from initial inquiry through job completion

• Assist customers with service requests and appointment scheduling

• Communicate:

  • Service updates
  • Technician ETAs
  • Delays
  • Schedule changes
  • Appointment adjustments

• Proactively keep customers informed throughout the service process

• Resolve customer concerns calmly and professionally

• Maintain clear, empathetic, and solutions-focused communication across every interaction

Dispatching & Technician Scheduling

• Schedule and dispatch HVAC, plumbing, and electrical service appointments

• Coordinate technician schedules based on:

  • Availability
  • Geography
  • Job urgency
  • Technician skill set

• Monitor active jobs throughout the day

• Adjust schedules in real time as priorities or circumstances change

• Communicate continuously with technicians regarding assignments, updates, and schedule changes

• Handle scheduling conflicts and coverage issues quickly

• Maintain organized service calendars and dispatch workflows

• Help maximize technician productivity and scheduling efficiency

CRM & Operational Coordination

• Maintain accurate customer and service records in ServiceTitan or similar field service management systems

• Update job statuses, service notes, and customer information

• Review job notes, invoices, and service documentation for completeness and accuracy

• Ensure customer communication and dispatch activity is logged correctly

• Maintain clean, organized dispatch documentation

• Track operational performance, including:

  • Booking rates
  • Call volume
  • Scheduling efficiency
  • Technician utilization

• Ensure records remain accurate and current throughout the service lifecycle

Sales Support & Membership Upselling

• Explain homeowner membership plans or service programs when appropriate
• Identify opportunities to support customer retention and recurring revenue
• Help maximize booking conversion through strong communication and follow-through
• Answer customer questions regarding available service plans
• Support membership and maintenance-plan initiatives without compromising the customer experience

Team Collaboration & Workflow Support

• Coordinate closely with dispatchers, customer service representatives, and field technicians
• Maintain smooth communication between office operations and field teams
• Track outstanding operational issues through resolution
• Proactively identify scheduling bottlenecks or workflow inefficiencies
• Help improve dispatch organization and customer experience processes
• Support reliable day-to-day service delivery across the team

Requirements

• 2+ years of customer service and dispatching experience within:

  • HVAC
  • Plumbing
  • Electrical
  • Home Services

• Hands-on experience scheduling and dispatching field technicians

• Experience using ServiceTitan or similar field service management software

• Strong spoken and written English communication skills

• Comfortable handling high-volume customer calls

• Ability to multitask and manage competing priorities efficiently

• Strong organizational and time-management skills

• High attention to detail and accurate documentation habits

• Ability to remain calm and professional during customer escalations or scheduling disruptions

• Reliable high-speed internet and professional remote work setup

• Comfortable working U.S. business hours (EST)

Preferred Experience

• Experience working with U.S.-based home services companies
• Familiarity with homeowner memberships or maintenance-plan upselling
• Experience supporting offshore or distributed teams
• Exposure to Northeast U.S. customer service environments
• Experience optimizing scheduling efficiency and technician utilization
• Experience working in high-volume service or call-center environments

Tools & Technology

ServiceTitan | Field Service Management Software | CRM Systems | Scheduling & Dispatch Tools | VOIP/Phone Systems | Email & Chat Platforms

What Makes You a Strong Fit

You’ll likely thrive in this role if you:

• Have a customer-first mindset and communicate professionally
• Are highly organized and detail-oriented under pressure
• Are comfortable handling high call volumes in fast-paced environments
• Can coordinate multiple technicians, customers, and appointments simultaneously
• Stay calm and solutions-focused during scheduling issues or escalations
• Understand how geography, urgency, and technician skill sets affect dispatch decisions
• Proactively communicate delays instead of waiting for customers to ask
• Follow through consistently and take ownership of problems through resolution
• Can quickly reprioritize when the day’s schedule changes unexpectedly

What a Typical Day Looks Like

You might start your day by reviewing the service schedule, technician availability, active jobs, and outstanding customer requests.

Throughout the day, you’ll handle inbound customer calls, schedule appointments, dispatch technicians based on availability and priority, monitor active jobs, and adjust schedules as circumstances change.

You’ll also communicate ETA changes and delays to customers, update ServiceTitan or other CRM records, review service documentation, and coordinate with field technicians and internal teams.

In short: you are the operational hub that keeps customer communication, scheduling, and technician coordination running efficiently.

Key Metrics for Success

• Call handling and booking conversion rates
• Schedule efficiency and technician utilization
• Timely and accurate dispatch execution
• Customer satisfaction and issue-resolution quality
• CRM and service-record accuracy
• Reduced scheduling conflicts and missed appointments
• Speed and accuracy of schedule adjustments
• Membership or service-plan conversion support
• Consistent operational follow-through

Why This Role Stands Out

• Direct impact on both customer experience and field operations

• Hands-on ownership of technician scheduling and dispatch

• Exposure to HVAC, plumbing, and electrical service operations

• Opportunity to work with platforms such as ServiceTitan

• Clear, measurable operational KPIs

• Fully remote opportunity with LATAM candidates preferred

• Career growth opportunities into:

  • Senior Dispatch Coordinator
  • Dispatch Manager
  • Customer Service Manager
  • Field Operations
  • Home Services Operations

Interview Process

1. Initial Application
2. Spark Hire One-Way Video Interview
3. Video Interview with Pavago Recruiter
4. Practical Assessment – Dispatching / CRM Scenario
5. Client Interview
6. Offer & Onboarding

Spark Hire Video Interview – Required

As part of the application process, all candidates are required to complete a one-way video interview through Spark Hire.

After completing the first step of your application, you’ll receive a Spark Hire invitation by email with instructions to record and submit your video responses.

Completion of the Spark Hire video is required to be considered for the next stage. Please check your inbox as well as your spam or junk folder for the invitation.

Apply Now

If you have hands-on experience in HVAC, plumbing, electrical, or home-services dispatching, are comfortable coordinating field technicians, and know how to deliver a strong customer experience in a fast-moving environment, we’d love to hear from you.

Apply today and help keep customers informed, technicians productive, and service operations running smoothly from initial booking through job completion.

#CustomerService #DispatchCoordinator #HVAC #HomeServices #ServiceTitan #CustomerSupport #SchedulingCoordinator #FieldService #TradesIndustry #Operations #Dispatching #LATAMJobs #ESTJobs #RemoteJobs #RemoteWork

#LI-AG1

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation.

As a Premium Support Engineer at Replit, you’ll be the front line for our highest-value customers — delivering fast, expert, and reliable technical support when it matters most. You’ll handle complex product issues, guide customers through critical incidents, and ensure every interaction meets the highest standard of quality and speed.

Replit is at the forefront of AI-driven software development, and how we support customers is constantly evolving. You’ll play a critical role in shaping how Premium Support adapts to new products, new customer expectations, and AI-assisted workflows, operating effectively in ambiguity and driving clarity for your team.

You’ll combine deep technical troubleshooting with calm, confident communication to keep builders moving — whether it’s an enterprise team deploying at scale or a top-tier developer relying on Replit to power their business.

In this role you will:

• Provide swift, high-priority support to Premium customers, responding within strict SLAs.

• Diagnose, reproduce, and resolve complex technical issues across the Replit platform.

• Escalate and track high-impact issues with Product and Engineering, ensuring timely fixes and transparent communication.

• Lead customer-facing communications during outages or incidents.

• Identify recurring issues and collaborate internally to reduce time-to-resolution.

• Contribute to internal tooling, automation, and documentation that improves team efficiency.

• Partner with Engineering, Product, Sales and other internal teams to ensure Premium customers receive a consistent, high-quality experience.

• Help onboard and mentor other support engineers, raising the team’s overall bar for responsiveness and quality.

Required skills and experience:

• 3+ years in technical support, developer support, or systems engineering.

• Experience providing rapid-response support to high-value or enterprise customers.

• Strong debugging skills with JavaScript, Python, or similar languages.

• Excellent written and verbal communication under time pressure — able to convey technical concepts clearly and calmly.

• Familiarity with support tools like Zendesk, Linear, Slack, and internal debugging utilities.

• Proven ability to manage multiple high-priority issues simultaneously while maintaining accuracy and composure.

• A proactive, ownership-driven mindset and genuine empathy for customers building on Replit.

Nice to have:

• Has used Replit in the last 3 to 6 months.

• Experience working with IDEs, terminals, or other common developer tools.

• Experience with AI tools (Claude, ChatGPT, etc.)

What we value:

• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions

• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams

• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences

• Continuous learning: Passion for staying current with industry best practices and new technologies

• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

Note: This role will begin as remote, with plans to transition to a hybrid model once we establish a local office presence.

Full-Time Employee Benefits Include:

💰 Competitive Salary & Equity

💹 401(k) Program with a 4% match ( US Only)

⚕️ Health, Dental, Vision and Life Insurance

🩼 Short Term and Long Term Disability

🚼 Paid Parental, Medical, Caregiver Leave

🏝 Flexible Time Off (FTO) + Holidays

🚗 Commuter Benefits ( In-Office & US Only)

📱 Monthly Wellness Stipend

🧑‍💻 Autonomous Work Environment

🖥 In Office Set-Up Reimbursement ( In-Office Only)

🚀 Quarterly Team Gatherings

☕ In Office Amenities ( In-Office Only)

Want to learn more about what we are up to?

• Self-driving Company

• Replit Agent at Scale

• AI Adoption

• Build Open-Source Apps

Interviewing + Culture at Replit

• Operating Principles

• Reasons not to work at Replit

To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.

Your Responsibilities:• First-line support, which includes handling customers and internal users requests via chat, email, and phone (rarely happens) in English; • Provide consultations about our products and services, such as Cloud, CDN, Hosting, AI and more; • Resolve technical issues by providing technical diagnostics and collect the information about customers and users incidents, forward it up to the higher levels of technical support if needed.

APPLICATION INSTRUCTIONS: If you’ve already completed the 20four7VA Recruiting Process—including the Final Interview—or have previously been contracted by a 20four7VA Client, please make sure to apply via the 20four7VA Team Portal for faster processing. Use any valid email address to log in.

If you’ve just logged in to the Team Portal, please proceed to review the Independent Contractor Opportunity outlined below.

💡 Quick Tip: Upload your resume first—this will automatically populate most of the fields in the application form. Let the magic happen!

If you’re interested in this opportunity, click APPLY TO POSITION to proceed.

\*\*\******************************************************************

Title: Independent Contractor – CPT-11495 Appointment Setting Virtual Assistant/Business Support VA/Entry-Advanced Level (Remote).

Overview

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

A Florida-based licensed life insurance agent is seeking a part-time Virtual Assistant to contact existing annuity leads and schedule qualified appointments for the client and other agents on the team.

The client has already generated a large volume of leads and currently has more than 280 prospects requiring follow-up, with additional leads expected to continue entering the pipeline.

The VA’s responsibility is straightforward: call the leads, determine interest, and book appointments on the appropriate agent’s calendar.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Scope of Services

Contractors will be required to provide services that align with the following client tasks:

Outbound Calling

• Call client-generated annuity and life-insurance leads
• Follow client-provided scripts and talking points
• Confirm basic interest and availability
• Handle basic objections professionally
• Maintain a natural, conversational phone approach
• Conduct recurring follow-up with leads when appropriate

Appointment Setting

• Schedule qualified prospects on the client’s or designated agent’s calendar
• Select the appropriate calendar based on client instructions
• Confirm appointment information
• Maintain accurate lead statuses and follow-up requirements
• Ensure promising leads are not lost due to missed follow-up

CRM & Tracking

• Update lead records in GoHighLevel
• Record call outcomes and notes
• Maintain accurate follow-up information
• Track appointments scheduled
• Provide basic end of day reporting as requested by client

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

Skills

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Previous appointment setting, outbound calling, customer service, or lead-generation experience required
• Strong spoken English required
• Experience calling U.S.-based consumers preferred
• GoHighLevel and/or CRM experience preferred
• Insurance, annuity, mortgage, banking, or financial-services experience is a plus but not required
• Strong objection-handling skills preferred
• Comfortable working toward appointment-setting goals

IDEAL CANDIDATE PROFILE

• Confident and professional on the phone
• Strong appointment-setting ability
• Comfortable with high-volume outbound calls
• Natural communicator who can work from a script without sounding robotic
• Persistent without being aggressive
• Strong follow-up habits
• Organized and results-focused
• Comfortable working with U.S.-based prospects

APPLICATION SOFTWARE KNOWLEDGEABLE / REQUIRED

• GoHighLevel – Preferred
• Phone / Dialer Systems
• Calendar / Appointment Scheduling Tools
• Email / SMS Platforms

Work Schedule

• Contracted Hours per Week: 10 Hours (May increase to 20+ hours/week as lead volume grows)
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: TBD EST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

Terms of Engagement

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

Role Summary & Requirements

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Entry, Junior, Senior, and Advanced Level
• Contracted Hours per Week: 10 hours/week (May increase to 20+ hours/week as lead volume grows)
• Daily Working Time: TBD EST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B Preferred (Native or near-native English accent required)
• REGION PREFERENCES: Any

What we offer

• Competitive rates
• Weekly payments
• Various open roles are available
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• And more!

Headquarters: Remote • UK, France, Spain, Germany or Canada

About Upsun (formerly Platform.sh) 

Upsun is the cloud application platform humans and robots love. It is built for today’s hybrid teams, where AI agents write and test code and humans focus on solving the problems that really matter. Developers, DevOps engineers, and platform teams use Upsun to build, ship, and scale confidently without wrestling with backend infrastructure. We give you your time back. You get:

• Predictable performance, even at scale
• Secure, compliant environments by default 
• Real-time observability and profiling built in
• Cloning, configuration, and provisioning in seconds 
• AI-ready features that plug directly into your stack

The name says it all. "Up" means uptime, reliability, and acceleration. "Sun" reflects our follow-the-sun-support, a 24x7, globally distributed support team keeping the lights on while you rest. Our core belief is that software should power brighter solutions and greater innovation.

Upsunners are a remote, global workforce, and we thrive in a multicultural team. We are committed to open source and an open, welcoming environment. Our team spans the globe and the experience spectrum.

What's our commonality, our cultural fabric? A curious spirit and a thirst for knowledge; an eagerness for innovative ideas and cultures. We believe we can build anything together in an environment that frees you to do your best work.

Our values: 

We make a positive impact.

We aim for the stars.

We care for each other. 

Impact of a Customer Retention Manager

As our Customer Retention Manager, you play a key role in protecting and growing revenue across a high-volume portfolio of customer accounts. Your day-to-day is proactive, human outreach and health monitoring — building real relationships at scale, bringing a human touch to segments that are often managed purely through automation, and catching risk early. When you manage that well, renewal conversations become a natural next step rather than the main event. You'll also work within the workflows, health scoring, automation, and segmentation that let retention scale without creating internal chaos, all while keeping the renewal experience smart, timely, and low-friction.

Reporting to our VP, Customer Success, this role is ideal for someone who loves building, improving processes, testing ideas, and seeing direct impact on both customer outcomes and business performance. You'll work closely with Sales, Customer Success, Product, Data, and GTM teams to inform retention strategy and engagement models across the business.

What to expect

• Renewal Ownership & Pipeline Management: Manage a rolling pipeline of customer renewals across a high-volume portfolio, initiating conversations ahead of contract expiration and driving each account through to close.

• Retention Workflow Support: Help build and improve scalable retention and renewal workflows using Salesforce and integrated tooling, contributing to repeatable processes that hold up as portfolio volume grows.

• Proactive Relationship Building: Own direct, human outreach to smaller and long-tail accounts by proactively building relationships with them.

• Lifecycle & Tech-Touch Design: Contribute to the design of customer lifecycle journeys, engagement triggers, and tech-touch motions 

• Health Scoring & Risk Identification: Use customer health scoring frameworks- built on usage, engagement, and lifecycle signals- to identify at-risk accounts early, partnering with internal stakeholders to develop and execute save strategies.

• Automation & AI Enablement: Support the implementation of automated outreach, lifecycle campaigns, and renewal risk workflows, and flag opportunities to leverage AI and automation.

• Commercial Negotiation: Negotiate pricing, contract terms, and multi-year agreements within established company guidelines.

• Expansion Identification: Partner with Customer Success Managers and Account Executives to identify and close upsell and cross-sell opportunities during the renewal cycle.

• Stakeholder Collaboration: Work closely with Sales, Customer Success, Product, Data, and GTM teams to support and inform retention strategy and customer engagement models.

What you bring

• Renewal Lifecycle Experience: Experience managing a rolling renewal pipeline, engaging customers well in advance of contract expiration.

• Commercial Negotiation Skills: Experience negotiating pricing, contract terms, and multi-year agreements within established guidelines.

• Risk Identification & Save Strategy: Ability to identify at-risk accounts early and collaborate cross-functionally on save strategies.

• CRM & Systems Experience: Hands-on experience working within Salesforce or a similar CRM, including contributing to operational workflows or lifecycle processes.

• Retention & Lifecycle Knowledge: Solid understanding of customer health scoring, lifecycle automation, and retention strategy.

• Expansion Mindset: Proven ability to identify upsell and cross-sell opportunities in partnership with CSMs and Account Executives.

• Versatility: Comfort operating across both customer-facing engagement conversations and systems/process design conversations.

• Growth Mindset: Demonstrates a sustained commitment to continuous improvement, actively seeking out better ways to engage customers and support scalable operations.

Where we hire

At Upsun, remote work isn't just a trend - it's our foundation. The freedom of remote work with the support of a diverse, global team has been our successful model for over a decade. Our culture celebrates flexibility and collaboration, and while we have team members in over 30 countries around the globe, we are currently focused on hiring for this role in the UK, France, Spain, Germany or Canada. Although we’re unable to provide visa sponsorship at this time, we welcome applications from all qualified candidates who are legally authorized to work in these countries. 

How we hire

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.   

You can expect 4 video interviews on Google Meet to follow the order below. Should you successfully move through the entire process you will have the opportunity to meet with a variety of Upsunners. Our goal is to ensure you can make the most informed decision on whether this role, and our culture aligns with what you’re looking for in your future working environment. 

1. 45 Minutes with Talent Acquisition
2. 60 Minutes with Hiring Manager (VP, Customer Success)
3. 60 Minutes with Team (IC's)
4. 45 Minutes with Executive (COO)

All roles require background checks.

What we offer

A product you can believe in - Join us in transforming how businesses build and manage web applications, driven making a positive impact as a proud B Corp.

An Award-Winning Workplace - We’ve been recognized by Forbes’ Top 30 Companies for Remote Jobs and France’s Best Workplaces for Women.

️ A culture that values your voice - Join a flexible, open, and inclusive work environment where your voice is encouraged, and your ideas shape our growth and evolution.

A global team - Collaborate with colleagues from diverse backgrounds across the world, embracing different perspectives

Benefits and perks - Make the most of what matters to you

Flexible PTO

Comprehensive healthcare coverage (UK, Canada, France, Spain, USA)

Company stock options

Professional development budget

Office equipment budget

‍️ Wellness budget

Annual team gatherings

Internet reimbursement

Inclusive parental leave

️ Remote work travel program

You belong here

At Upsun, we celebrate diversity in all its forms and are committed to fostering an inclusive, equitable, and supportive workplace where everyone can thrive. We embrace and value different perspectives, backgrounds, and experiences, because they make us stronger as a team. Whoever you are, wherever you're from, and whatever path you've taken, you are welcome here. We encourage you to bring your whole self to work, connect with others, and share your passion. If you need accommodations at any stage of our hiring process, please let us know. We're here to ensure an accessible and comfortable experience for you.

To apply: https://weworkremotely.com/remote-jobs/platform-sh-customer-retention-manager

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

.

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as Twilio’s next Technical Account Manager

About the job

Twilio is looking for an experienced Technical Account Manager who is going to be the designated technical support engineering contact for our strategic customers.  As a designated TAM you will be supporting customers during Eastern hours (9am to 6pm ET) and working on the cases created by customers and resolving complex technical problems with potentially very costly and far-reaching consequences. You should have an interest in digging deep as well as be able to zoom out and look at the larger picture. The TAM delivers proactive guidance to the customer to provide added value through the use of Twilio technologies and deliver recommendations to make the customer’s environment less susceptible to business impacting downtime. You are able to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. There will also be the potential need to volunteer for holiday coverage on a stipend basis.

Responsibilities

In this role, you’ll:

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Work with our customers’ and partners’ developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Understanding customer trends, analyzing patterns, driving betterments and reporting what you observe to the management team in order to better improve our support process is a key part of the role.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 6 to 10+ years of relevant experience
• Good knowledge of RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions.
• Broad capabilities to troubleshoot server-side code (Java, Node.js, PHP, C#, Python) and client-side JavaScript, with a good understanding of React and Redux
• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums
• Comfortable in working with customers’ developers to troubleshoot use of the Twilio helper libraries.
• Have an inquisitive mind to understand how things work
• Advanced time management skills, ability to work well under pressure, and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.
• Excellence in task prioritization and evaluation of situational urgency.
• Interest in utilizing customer feedback to identify and drive improvements in our products.
• Enthusiasm for interacting and collaborating with other departments within Twilio in your search for the solutions our customers need.
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
• Experience in managing dedicated customer accounts.

Desired:

• Understanding of Telecoms and VOIP including WebRTC and SIP

Location

This role will be remote and based in Remote, USA providing support during 9am to 6pm Eastern Time

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $116,960.00 - $146,200.00
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Application deadline information

Applications for this role are intended to be accepted until September 28th, but may change based on business needs.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

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Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Travel team is central to this mission!

As a member of our quickly growing Travel Experience team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development!

This is a Remote Opportunity within Mumbai, requires candidate to be based in Mumbai

What You’ll Do:

• Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email.
• Maintain extensive supplier, destination and system knowledge.
• Make quick and accurate analyses of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings, as required
• Support users with self-service of the Navan platform and app where possible.
• Respond to customers within SLA expectations and requirements.
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
• Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support.
• Adhere to attendance policy and complete all assigned training.
• Meet individual performance metrics in support of the organization and company business objectives.

What We’re Looking For:

• 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT
• IATA accreditation (WWAFT/WAII/BA2)
• Customer Service experience within a contact center or customer facing role.
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform.
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible.
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries.
• A skilled communicator with excellent verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• An interest in travel with a basic understanding of world geography

Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

• Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

About Emplifi

Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.

About the Team

The Global Solution Services team consists of Business Consulting (Evangelists), Solutions Consultants and Professional Services. The team is spread around the globe and helps businesses to scale their digital CX innovations and operations internationally while supporting clients of all sizes. As part of an international global team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of a group of devoted professionals.

About the Role

The Customer Engagement Manager (CEM) is a critical role responsible for ensuring customers successfully adopt and realize value from our product. As a solution expert, the CEM builds deep relationships with client operational leads to drive product adoption and foster a community of brand advocates.

While the Customer Success Manager (CSM) focuses on long-term business strategy and renewals, the CEM is dedicated to driving engagement and ensuring the platform is expertly configured to meet immediate operational goals. Acting as a trusted advisor and translator, the CEM bridges the gap between a client’s vision and technical execution.

The CEM is responsible for ongoing training/retraining, consulting on best-practices and making recommendations for workflow optimization, ensuring the solution continually aligns with the client’s evolving needs and remains in good health to support growth potential.

What You’ll Do Here

Solution Design & Onboarding/Training Orchestration

• Implementation Collaboration: For clients with dedicated Implementation teams, the CEM may serve as a consultant during discovery and build-out to ensure long-term solution scalability and alignment with post-onboarding goals.
• Onboarding/Training: While the Implementation team will handle the initial onboarding, the CEM will participate post-implementation with tailored onboarding training/re-training.

Solution Consultancy & Continuous Optimization

• Translating Vision: Partner with the CSM to understand high-level business goals and consult on the specific configuration changes required to achieve them.
• Optimization Consulting: Continuously evaluate and review the client’s configuration and workflow to identify friction points and recommend changes that improve efficiency.
• Release Consulting: Lead the introduction of new features, advising clients on how to integrate new product capabilities into their existing business processes.

Product Expertise & Training

• Product Mastery: Become a super-user and subject matter expert on all product features, updates, and best practices.
• Consultative Enablement: Develop and deliver engaging training through workshops, office hours, and best-practice sharing sessions to empower users and administrators to maximize product utilization.
• Standardized Solutioning: Help build an internal library containing knowledge & consulting artifacts to ensure a consistent approach to engagement across the organization.
• Enablement Playbook Advocacy: Be the voice of the client internally. Consistently provide data-backed feedback on the client enablement playbook, training methodologies, and onboarding assets to reduce client time-to-engagement and advocate for product improvements based on recurring client pain points.

Cross-Functional Collaboration & Process Improvement

• Cross-Functional Leadership: Assist in scoping and documenting managed services requests for execution by specialized teams, acting as the bridge between client needs and technical delivery.
• CSM Partnership: Act as the “Solution Co-Pilot” to the CSM, assisting in providing the narrative and data-backed proof points required to demonstrate product value during QBRs. The CEM manages all technical execution and configuration; the CSM manages commercial terms and long-term business strategy.
• Commercial Influence: Surface upsell and expansion opportunities through engagement work; partner with the CSM and Sales to qualify and progress these opportunities. The CEM does not own renewals.
• Feedback Integration: Systematically capture client operational pain points, document the business impact, and translate this data into compelling, prioritized feedback for the Product and Engineering teams to influence the future roadmap.

Adoption, Metrics & Reporting

• Product Stickiness: Monitor adoption metrics (feature utilization, active usage) and proactively consult with the client to re-engage users when activity drops.
• Reporting: Partner with the CSM to understand key customer metrics and consult/enable the client in building the reporting that allows them to visualize the operational efficiency and business impact.
• Risk Identification: Proactively identify and flag customers who are at risk of low adoption or early churn and execute mitigation plans in partnership with the CSM.

AI Capability & Strategic Foresight

The CEM is expected to be a forward-thinking technical contributor who actively leverages AI and generative tools to automate workflows, synthesize data for strategic planning, and drive measurable client outcomes.

• Optimizing Workflow & Time Reclamation: Leverage generative AI and automation tools to streamline administrative tasks, report generation, and content creation — maximizing time dedicated to high-value client consultation and strategy.
• Portfolio Data Synthesis & Foresight: Use AI-powered analytics to synthesize usage patterns, customer sentiment, and industry data across a book of business — generating scalable engagement playbooks and proactively identifying high-impact risk and expansion signals.
• Client-Facing AI Feature Adoption: Drive adoption and ensure optimal configuration of the platform’s AI-enabled capabilities, tailoring their use to solve specific client operational and strategic challenges.
• Competitive & Market Intelligence: Employ AI-driven research methods to gather and synthesize data on client industry trends and competitor actions, ensuring the CEM can provide timely, informed consultation that defends and reinforces platform value during high-stakes discussions.
• Product Advocacy & Innovation Feedback: Track, aggregate, and present AI-generated insights regarding recurring client operational friction to Product and Engineering teams — acting as an advocate to influence platform roadmap and accelerate Time-to-Value.

What You’ll Bring to Us

• Experience: Minimum 3+ years of experience in a client-facing role such as Technical Account Management, Solution Consultant, Customer Engagement, or post-sales Customer Success.
• Mastery of Discovery: Proven expertise leading consultative discovery sessions, asking high-stakes business questions, and translating high-level executive objectives into concrete platform configurations and execution plans.
• Technical Platform Fluency: Strong technical fluency with the CRM or Social platform, including the ability to advise on advanced configurations, automation, and integrations to support client outcomes.
• Commercial Acumen: Ability to discuss technology in the context of business outcomes, ROI, and commercial value — moving beyond feature-based selling to tie configurations to the client’s financial or strategic KPIs.
• Client Enablement & Advocacy: Experience developing and iterating on enablement content (training assets, help documentation, playbooks) and using quantitative data (adoption rates, feature usage) to influence internal Product roadmap decisions.
• Cross-Functional Influence & Adaptability: Proven ability to manage complex, multi-stakeholder engagements and effectively influence Product, Engineering, and Sales teams with structured, data-backed feedback.

What We Offer

• International and fast-paced environment
• Chance to work with the world’s biggest brands at the CX tech leader
• Agile and open-minded culture, with high levels of trust and flexibility
• Opportunity for professional growth and development
• Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
• AI-first workplace, with access to leading AI tools (ChatGPT, Claude, Gemini, and more), empowering you to work smarter, innovate faster, and build AI skills for the future
• Flexible working environment
• Unlimited Paid Time Off
• Sick Days & Community Service Days
• Benefits package including Medical, Dental, Vision & Life Coverage Options
• 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well
• Company paid STD and LTD
• 401K
• Educational Reimbursement Opportunities
• Access to an Employee Assistance Program (EAP)
• Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
• There’s more as well! Speak with us to find out all the details!

At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities.

Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are.

We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.

Company Description

When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with internal and external customers.

Responsibilities:

• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering and Product Management on all product issues & releases
• Develop positive customer and cultural relations.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line.

Qualifications

Essential:

• Bachelor’s degree or applicant with experience working in a customer support role
• Fluent spoken/written English
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Excellent computer skills
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• A good understanding of Microsoft Office products
• Excellent planning and organizational skills
• Ability to work with sensitive and confidential material and possess excellent judgment
• Weekend work and early/late hours required

Desirable:

• Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
• Broad understanding of web technologies and Software as a Service (SaaS)

Additional Information

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

\* varies by country

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

#LI-AC1

Company Description

When you join Turnitin, you’ll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

You will play a critical role in the delivery of world-class client support and are responsible for responding to technical and non-technical customer queries. We are looking for an enthusiastic, self-motivated individual with a technical or customer support background to expand our Customer Support team. The successful candidate will possess very strong problem-solving and communication skills. They will thrive in a fast-paced, team-oriented environment, and process the ability to manage multiple tasks simultaneously. This role is best suited for a self-starter comfortable working with internal and external customers.

Responsibilities:

• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering and Product Management on all product issues & releases
• Develop positive customer and cultural relations.
• Assist in the translation, maintenance, and updating of technical documentation associated with the product line.

Qualifications

Essential:

• Bachelor’s degree or applicant with experience working in a customer support role
• Fluent spoken/written English
• Ability to work in a fast-paced environment, manage multiple projects, set priorities, work independently, and perform under pressure.
• Excellent computer skills
• Knowledge of one or more of the following Operating Systems (Windows, Mac, Linux)
• A good understanding of Microsoft Office products
• Excellent planning and organizational skills
• Ability to work with sensitive and confidential material and possess excellent judgment
• Weekend work and early/late hours required

Desirable:

• Familiarity with Learning Management Systems such as Blackboard, Moodle, Canvas or D2L
• Broad understanding of web technologies and Software as a Service (SaaS)

Additional Information

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off
• Self-Care Days
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to Modern Health (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

\* varies by country

Seeing Beyond the Job Ad

At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad.  We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

#LI-AC1

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Travel team is central to this mission!

As a member of our quickly growing Travel Experience team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development!

This is a Remote Opportunity within Mumbai, requires candidate to be based in Mumbai

What You’ll Do:

• Assist our travellers with best-in-class travel support through multiple contact channels: chat, call and email.
• Maintain extensive supplier, destination and system knowledge.
• Make quick and accurate analyses of customer needs, persona and level of urgency.
• Provide accurate information for hotel, flight, car and rail bookings, as required
• Support users with self-service of the Navan platform and app where possible.
• Respond to customers within SLA expectations and requirements.
• Follow company and customer travel and expense procedures and policies in addition to global compliance procedures.
• Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes.
• Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes.
• Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support.
• Adhere to attendance policy and complete all assigned training.
• Meet individual performance metrics in support of the organization and company business objectives.

What We’re Looking For:

• 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel
• 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT
• IATA accreditation (WWAFT/WAII/BA2)
• Customer Service experience within a contact center or customer facing role.
• Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform.
• Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization
• Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible.
• An empathetic disposition with the ability to maintain a professional attitude at all times
• An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries.
• A skilled communicator with excellent verbal and written communication
• A team player who thrives in collaborating, giving and receiving feedback and lifting others up
• An interest in travel with a basic understanding of world geography

Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers.

Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application.

• Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated.

Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.

About Emplifi

Emplifi is the only Autonomous CX platform unifying social marketing, commerce, and customer care for more than 20,000 brands worldwide. Powered by Fuel AI, built on more than 5T of data, and recognized as a leader by leading industry analysts, Emplifi helps enterprise teams orchestrate connected customer journeys and deliver personalized experiences at scale, turning every customer touchpoint into a competitive advantage.

About the Team

The Global Solution Services team consists of Business Consulting (Evangelists), Solutions Consultants and Professional Services. The team is spread around the globe and helps businesses to scale their digital CX innovations and operations internationally while supporting clients of all sizes. As part of an international global team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of a group of devoted professionals.

About the Role

The Customer Engagement Manager (CEM) is a critical role responsible for ensuring customers successfully adopt and realize value from our product. As a solution expert, the CEM builds deep relationships with client operational leads to drive product adoption and foster a community of brand advocates.

While the Customer Success Manager (CSM) focuses on long-term business strategy and renewals, the CEM is dedicated to driving engagement and ensuring the platform is expertly configured to meet immediate operational goals. Acting as a trusted advisor and translator, the CEM bridges the gap between a client’s vision and technical execution.

The CEM is responsible for ongoing training/retraining, consulting on best-practices and making recommendations for workflow optimization, ensuring the solution continually aligns with the client’s evolving needs and remains in good health to support growth potential.

What You’ll Do Here

Solution Design & Onboarding/Training Orchestration

• Implementation Collaboration: For clients with dedicated Implementation teams, the CEM may serve as a consultant during discovery and build-out to ensure long-term solution scalability and alignment with post-onboarding goals.
• Onboarding/Training: While the Implementation team will handle the initial onboarding, the CEM will participate post-implementation with tailored onboarding training/re-training.

Solution Consultancy & Continuous Optimization

• Translating Vision: Partner with the CSM to understand high-level business goals and consult on the specific configuration changes required to achieve them.
• Optimization Consulting: Continuously evaluate and review the client’s configuration and workflow to identify friction points and recommend changes that improve efficiency.
• Release Consulting: Lead the introduction of new features, advising clients on how to integrate new product capabilities into their existing business processes.

Product Expertise & Training

• Product Mastery: Become a super-user and subject matter expert on all product features, updates, and best practices.
• Consultative Enablement: Develop and deliver engaging training through workshops, office hours, and best-practice sharing sessions to empower users and administrators to maximize product utilization.
• Standardized Solutioning: Help build an internal library containing knowledge & consulting artifacts to ensure a consistent approach to engagement across the organization.
• Enablement Playbook Advocacy: Be the voice of the client internally. Consistently provide data-backed feedback on the client enablement playbook, training methodologies, and onboarding assets to reduce client time-to-engagement and advocate for product improvements based on recurring client pain points.

Cross-Functional Collaboration & Process Improvement

• Cross-Functional Leadership: Assist in scoping and documenting managed services requests for execution by specialized teams, acting as the bridge between client needs and technical delivery.
• CSM Partnership: Act as the “Solution Co-Pilot” to the CSM, assisting in providing the narrative and data-backed proof points required to demonstrate product value during QBRs. The CEM manages all technical execution and configuration; the CSM manages commercial terms and long-term business strategy.
• Commercial Influence: Surface upsell and expansion opportunities through engagement work; partner with the CSM and Sales to qualify and progress these opportunities. The CEM does not own renewals.
• Feedback Integration: Systematically capture client operational pain points, document the business impact, and translate this data into compelling, prioritized feedback for the Product and Engineering teams to influence the future roadmap.

Adoption, Metrics & Reporting

• Product Stickiness: Monitor adoption metrics (feature utilization, active usage) and proactively consult with the client to re-engage users when activity drops.
• Reporting: Partner with the CSM to understand key customer metrics and consult/enable the client in building the reporting that allows them to visualize the operational efficiency and business impact.
• Risk Identification: Proactively identify and flag customers who are at risk of low adoption or early churn and execute mitigation plans in partnership with the CSM.

AI Capability & Strategic Foresight

The CEM is expected to be a forward-thinking technical contributor who actively leverages AI and generative tools to automate workflows, synthesize data for strategic planning, and drive measurable client outcomes.

• Optimizing Workflow & Time Reclamation: Leverage generative AI and automation tools to streamline administrative tasks, report generation, and content creation — maximizing time dedicated to high-value client consultation and strategy.
• Portfolio Data Synthesis & Foresight: Use AI-powered analytics to synthesize usage patterns, customer sentiment, and industry data across a book of business — generating scalable engagement playbooks and proactively identifying high-impact risk and expansion signals.
• Client-Facing AI Feature Adoption: Drive adoption and ensure optimal configuration of the platform’s AI-enabled capabilities, tailoring their use to solve specific client operational and strategic challenges.
• Competitive & Market Intelligence: Employ AI-driven research methods to gather and synthesize data on client industry trends and competitor actions, ensuring the CEM can provide timely, informed consultation that defends and reinforces platform value during high-stakes discussions.
• Product Advocacy & Innovation Feedback: Track, aggregate, and present AI-generated insights regarding recurring client operational friction to Product and Engineering teams — acting as an advocate to influence platform roadmap and accelerate Time-to-Value.

What You’ll Bring to Us

• Experience: Minimum 3+ years of experience in a client-facing role such as Technical Account Management, Solution Consultant, Customer Engagement, or post-sales Customer Success.
• Mastery of Discovery: Proven expertise leading consultative discovery sessions, asking high-stakes business questions, and translating high-level executive objectives into concrete platform configurations and execution plans.
• Technical Platform Fluency: Strong technical fluency with the CRM or Social platform, including the ability to advise on advanced configurations, automation, and integrations to support client outcomes.
• Commercial Acumen: Ability to discuss technology in the context of business outcomes, ROI, and commercial value — moving beyond feature-based selling to tie configurations to the client’s financial or strategic KPIs.
• Client Enablement & Advocacy: Experience developing and iterating on enablement content (training assets, help documentation, playbooks) and using quantitative data (adoption rates, feature usage) to influence internal Product roadmap decisions.
• Cross-Functional Influence & Adaptability: Proven ability to manage complex, multi-stakeholder engagements and effectively influence Product, Engineering, and Sales teams with structured, data-backed feedback.

What We Offer

• International and fast-paced environment
• Chance to work with the world’s biggest brands at the CX tech leader
• Agile and open-minded culture, with high levels of trust and flexibility
• Opportunity for professional growth and development
• Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
• AI-first workplace, with access to leading AI tools (ChatGPT, Claude, Gemini, and more), empowering you to work smarter, innovate faster, and build AI skills for the future
• Flexible working environment
• Unlimited Paid Time Off
• Sick Days & Community Service Days
• Benefits package including Medical, Dental, Vision & Life Coverage Options
• 8 weeks paid maternity leave or 4 weeks paid paternity leave; adoption and foster care leave available as well
• Company paid STD and LTD
• 401K
• Educational Reimbursement Opportunities
• Access to an Employee Assistance Program (EAP)
• Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
• There’s more as well! Speak with us to find out all the details!

At Emplifi, we are committed to creating a workplace where everyone is valued, respected, and empowered to bring their whole selves to work. We welcome applications from individuals of all ages, races, religions, genders, sexual orientations, gender identities, and LGBTQ+ communities.

Emplifi offers a safe, inclusive, and supportive environment where every employee has the opportunity to thrive and is encouraged to be who they are.

We welcome and encourage applicants with disabilities. Accommodations are available upon request at any stage of the recruitment process.

Supabase is the Postgres development platform, built by developers for developers. We provide a complete backend solution including Database, Auth, Storage, Edge Functions, Realtime, and Vector Search. All services are...

Supabase is the Postgres development platform, built by developers for developers. We provide a complete backend solution including Database, Auth, Storage, Edge Functions, Realtime, and Vector Search. All services are...

Headquarters: Rochester, New York
URL: https://www.assignr.com

Come Join Our Team!

We strive to provide outstanding support to our customers, and we are looking for a team member to help us out. Most of our customer support is provided via email and Intercom messenger, with some support by phone and via Zoom web conference.

As a member of the Assignr support team, you will:

• Respond to and handle tech support tickets, including resetting passwords, helping customers navigate and use the system, and scheduling/conducting short Zoom walk-throughs for more challenging support questions.
• Develop the technical support knowledge base of our software platform, including writing help documents and creating how-to video tutorials.
• Answer incoming customer phone calls to listen to and resolve issues, answer questions, and capture feedback for how Assignr can improve the user experience.
• Troubleshoot technical issues within the system and solve problems as they arise.

Requirements

• Autonomy: We’re looking for someone who can work independently with minimal guidance or oversight.
• Attention to Detail: You are thorough and accurate when reading, interpreting and performing tasks.
• Client Relations/Customer Service: You enjoy providing great service to our customers.
• Communication: You are fluent in English, and can effectively listen and share knowledge and information with others. You communicate effectively, both in written and oral forms, using proper spelling and grammar. Most support is provided in writing (Intercom messenger and email), so it is very important that you are skilled in written communication with our customers.
• Problem-Solving Skills: You use critical thinking skills to work through the details of a problem to reach a solution.
• Resourcefulness: You can creatively handle new situations or difficulties skillfully and promptly.
• Taking Initiative + Self-Driven: You can see an opportunity or need and act upon it without being asked or told. You like making things happen, rather than waiting for something to happen.

Working Hours

• This is a full time position. We expect the workload to be approximately 35-40 hours per week.
• Must be available to work primarily during business hours in the Pacific time zone (e.g. Monday - Friday 9a-5p Pacific time), with occasional coverage on Saturdays.
• Must be authorized to work in the United States.

Benefits

• USD $27/hour
• Health insurance (medical, dental, vision)
• Participation in retirement plan with company match
• Fully remote position

Required Education and Experience

• Minimum formal education of high school diploma or GED.
• Intermediate computer knowledge a must, including the use of web applications in general, and understanding web technology from an end-user’s perspective.
• Ability to independently learn and implement new technologies quickly.

Preferred Education and Experience

• Previous experience handling technical support for a SaaS company
• Ability to speak Spanish fluently (not required, but would be considered a plus for the officials we support who do not speak English)

To Apply

We will only accept applications through our online job application form. Applications will be reviewed on a rolling basis until the position is filled. 

For questions, please contact us at jobs@assignr.com. No phone calls, please.

To apply: https://weworkremotely.com/remote-jobs/assignr-llc-customer-support-specialist-2

Headquarters: Remote, United States

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team runs 24/7 with approximately 450 people between New York, Dublin, and a remote workforce. Customer Support Associates are on the front line working with our customers every single day to ensure that issues with their account are resolved in a timely manner. You will leverage your system knowledge and commitment to delivering an exceptional customer experience to not only solve problems for our users, but be a positive advocate of our brand. This remote role reports to a Customer Support Team Lead.

Your first two weeks at Squarespace will include mandatory virtual training from September 28th - October 9th. To be eligible for this role you will need to live in one of the following states: Delaware, Florida, Georgia, Kansas, Michigan, Missouri, Ohio, Oregon, Tennessee, or Utah. 

Applicants must have a dedicated home office setup with a reliable and stable Wi-Fi connection. Please note that we do not support digital nomad lifestyles or international work arrangements.

You'll Get To…

• Respond to customer live chats and emails in a timely manner - live chat is our primary channel, with queue-based work making up around 90% of the role
• Troubleshoot and guide customers through questions and issues with their Account, Billing, Domain, or other transactional inquiries
• Independently meet targets across Quality, Productivity and Customer Satisfaction, in email and live chat
• Stay up to date on new product features and improvements
• Identify isolated customer experiences and escalate important issues

Who We're Looking For

• Open availability to work a 40 hour work week that spans weekends and holidays as our customers need us
• 1+ years customer-facing experience required in a similar role (retail, hospitality, online support)
• Expertise with written communication and the ability to spot spelling and grammar errors
• Proficiency with decoding conversations, identifying the cause, and aligning on end goals
• Capability of prioritizing competing requests
• Familiarity with the Squarespace platform
• Consistent and dependable WiFi and a personal workspace that allows you to be free from distraction and fully customer focused

Benefits & Perks

• A choice between medical plans with an option for 100% covered premiums including medical, dental, and vision
• Supplemental Life and Disability Insurance plans
• Health Savings Account with Squarespace funding
• Fertility and adoption benefits
• Headspace mindfulness app subscription
• Global Employee Assistance Program
• Retirement benefits with employer match
• Flexible paid time off
• 12 weeks paid parental leave and family care leave
• $100 per month remote Stipend
• Education reimbursement
• Employee donation match to community organizations
• 7 Global Employee Resource Groups (ERGs)

Cash Compensation Range:  $18.50 USD per hour

The rate for this position will vary based on job-related criteria including relevant skills, experience, and location, among other factors. Some roles may be eligible for overtime pay.

About Squarespace

Squarespace is a design-driven platform helping entrepreneurs build brands and businesses online. We empower millions of customers in more than 200 countries and territories with all the tools they need to create an online presence, build an audience, monetize, and scale their business. Our suite of products range from websites, domains, ecommerce, and marketing tools, as well as tools for scheduling with Acuity and creating and managing social media presence with Bio Sites and Unfold. Our team of more than 1,700 is headquartered in New York City, with offices in Dublin, Ireland, and Aveiro, Portugal. For more information about our company, visit https://www.squarespace.com/about/careers.

Our Commitment

Today, more than a million people around the globe use Squarespace to share different perspectives and experiences with the world. Not only do we embrace and celebrate the diversity of our customers, but we also work toward the same in our employees. At Squarespace, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

#LI-Remote

Thank you in advance for providing the following details about your work history from your resume! This helps us ensure that your candidate information is accurate and consistent during the hiring process.

 

Squarespace will never solicit your personal banking information or ask you to transfer money in connection with a job offer or interview. We also will not reach out to you via phone or SMS without your permission or knowledge.

 

If you plan to use AI in any capacity during your candidate journey, please review our Candidate AI Policy.

To apply: https://weworkremotely.com/remote-jobs/squarespace-customer-support-associate-remote

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Technical Support Consultant on a short-term basis, with the potential to continue into a long-term collaboration. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach.

Excited? Let’s see what it takes 💛

What you will do:

• Provide technical support via email and chat in a professional and efficient manner;
• Troubleshoot product issues and guide customers through solutions step-by-step;
• Identify whether an issue is related to the bulb, app, connectivity, setup, or user configuration;
• Ask the right questions to understand and diagnose the problem;
• Follow troubleshooting procedures while also using good judgment when the situation isn’t covered by a standard process;
• Document customer interactions and troubleshooting steps clearly;
• Escalate complex or unresolved technical issues when necessary;
• Provide a positive, patient, and professional customer experience;
• Manage multiple conversations efficiently while maintaining accuracy and quality.

What you need to succeed in this role:

• Excellent English communication skills (at least C1 for both spoken and written);
• At least 1 year of experience in technical customer support role;
• Previous video support experience would be plus;
• Tech-savvy mindset;
• Strong troubleshooting and problem-solving skills, with the ability to investigate issues and find effective solutions;
• Critical thinking and strong common sense, with a practical and analytical approach to resolving customer issues;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Benefits:

• Flexible schedule: 2 days off and 5 working shifts from Sunday to Saturday, covering one of the following shifts: 6AM – 2PM or 4 8AM–4PM (EST);
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Balance between project workload and personal time;
• Responsive leadership interested in your development;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you’re a proactive Technical Support Consultant who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don’t miss this opportunity and send us your CV in English to collaborate with us!

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Sprout Social is looking to hire an Adoption Consultant for the Customer Support team, based in the Philippines.

The Adoption Consultant plays a critical role in driving customer satisfaction, retention, and growth within our rapidly expanding customer base. You will be responsible for maintaining strong customer relationships, ensuring successful platform adoption, and driving customer value across a high volume of accounts. This role requires a strong focus on efficiency, operational rigor, process improvement, and leveraging technology to scale customer success outcomes.

Why join Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions - you’re also an integral internal resource. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product and Engineering for training, coaching and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business

What you’ll do

• Drive Value & Adoption: Lead training sessions and value discussions to ensure a high volume of customers effectively utilize Sprout’s core functionalities to meet their strategic goals.
• Scale Customer Success: Execute one-to-many playbooks and leverage self-service resources, like in-app guidance and knowledge base articles, to drive platform utilization at scale.
• Proactive Health Monitoring: Analyze usage data and health metrics to identify trends, proactively address churn risks, and uncover opportunities for customer growth.
• Efficient Issue Resolution: Resolve customer inquiries promptly, leveraging support tools and escalating complex issues to ensure a seamless experience.
• Operational Excellence: Partner with Product and Engineering to identify and implement process improvements and automation that streamline our Customer Success operations.
• Team Collaboration: Contribute to our collective knowledge by developing internal best practices and resources that help the entire support community grow.

What you’ll bring

You have a passion for helping customers succeed with Sprout and a curiosity about how to leverage new technology to deliver best-in-class experiences at scale. You like processes and operate with efficiency to manage customers at scale. You are comfortable talking with anyone from a social media practitioner at a small agency to a director of marketing at a global brand, and everyone in between. If the idea of speaking with a customer and helping them connect our tools to their strategy is your “sweet spot,” this role is for you!

The minimum qualifications for this role include:

• 2+ years of customer success experience
• Strong problem-solving and team collaboration skills
• Agility and flexibility in a rapidly changing environment
• Ability to work either of the following shifts:
  • 6AM - 3PM PHT
  • 1PM - 10PM PHT

Preferred qualifications for this role include:

• Familiarity with Sprout Social influencer marketing and influencer marketing strategy
• Experience with Gainsight or other CS management software
• Experience working within a one-to-many model of customer success

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Onboarding and Learning: Become familiar with the Sprout Social platform, core functionalities, and internal processes.
• Understanding Customer Adoption Accounts: Gain an understanding of the characteristics and needs of Customer Adoption Accounts.
• Initial Customer Engagement: Begin engaging with customers through initial discussions and training sessions.
• Resource Review: Review and understand existing adoption materials and resources.

Within 3 months, you’ll start hitting your stride by:

• Active Customer Support: Respond to customer inquiries, resolve issues, and utilize support tools effectively.
• Platform Monitoring: Start actively monitoring customer platform usage and identifying areas for improvement in adoption.
• Data Analysis: Begin analyzing customer data to understand usage patterns.
• Process Familiarization: Deepen understanding of and begin contributing to process improvements.
• Proactive Engagement: Proactively identify and address customer needs and potential churn risks.

Within 6 months, you’ll be making a clear impact through:

• Reporting: Generate regular reports on customer health and performance.
• Automation Implementation: Leverage automation tools to improve efficiency.
• Contribution to Knowledge Base: Contribute to the development and maintenance of internal knowledge base articles.
• Activity Metrics: Achieving activity metrics associated with the role to measure customer engagements.

Within 12 months, you’ll make this role your own by:

• Contributing to the team’s strategic direction - proposing projects and new approaches for our customers.
• Being a SME on our customer success software.
• Understanding the entire customer journey, and ensuring that when customers seem to be going off course, you recognize and help them correct.

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program

We’re proud to regularly be recognized for our team, product, and culture. We invest in our team with a comprehensive benefits program:

• Comprehensive Health Coverage: A 23,299 PHP monthly allowance to cover your health insurance (HMO) needs.
• Premium Mental Health Support: Full access to Modern Health for you and your dependents, including free coaching, therapy sessions, and digital wellness resources.
• Generous Paid Time Off: 24 days of paid leave, 5 sick days, plus regular holidays, special non-working holidays, and company-wide Rest & Recharge days.
• Lifestyle Spending Account (LSA): An annual $500 USD fund to spend on your physical, mental, and financial well-being—from gym memberships to hobbies.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet expenses.
• Standard Compensation & Pay: We provide a 13th-month salary and adhere to all government-mandated pay premiums, including Night Shift Differential (NSD) and holiday/overtime pay.
• Charitable Giving: A company match for your donations to eligible charitable organizations.
• High-Quality Equipment: A 13” MacBook and other high-quality equipment to ensure you can do your best work.

* This list is for informational purposes only. Benefit offerings are discretionary and subject to change and do not constitute a contract or guarantee of benefits.

Our salary ranges reflect the expected earning potential for this role. Individual pay is based on geographic zone, relevant experience, and skills.

Our current hiring range for this role: 760,000 – 950,000 PHP OTE annually. OTE is governed by an incentive plan. It is the sum of a fixed base salary plus incentives at target performance. Incentive compensation will vary based on performance. Offers are made within this range, with opportunities to grow within the broader band based on performance and impact.

We share both our current hiring range and our broader geographic salary bands to provide transparency into our compensation philosophy. This ensures you understand not only your starting potential but also the long-term growth opportunities available as you progress in your role.

The full OTE range for this role is 760,000 – 1,140,000 PHP

These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Candidates for this remote work opportunity must be based in the Philippines. If you are based in another location within APAC, we aren’t able to hire in your location at this time.

#LI-Remote

Sprout Social Inc. and its subsidiaries process personal data submitted through your application to assess your qualifications for employment and to inform our hiring decision and, where applicable, for required governmental reporting. For more information, please review Sprout’s Global Applicant Privacy Notice.

About Sirona Medical

At Sirona Medical, we’re building software that enables physicians to work as fast as they can think.

Each year in the U.S., billions of patient images are captured—and nearly all of them are reviewed and diagnosed by radiologists. These specialists are the central hub of diagnostic medicine: over 80% of all healthcare data flows through radiology IT systems. Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients. That’s where Sirona comes in.

We’re a San Francisco-based, cloud-native software company with employees around the world. Our deep understanding of both the practice and business of radiology has allowed us to build RadOS—a unified, AI-powered operating system powering the entire radiology workflows.

How Sirona Solves the Problem

Sirona is uniquely positioned to transform the way radiology is practiced. We’re delivering the organizational shift that both individual radiologists and entire practices urgently need:

• A unified, intuitive, and platform-agnostic solution

• A streamlined workspace that makes every part of the radiologist’s workflow faster and easier

• The freedom to read from anywhere, for anyone

By cutting clicks, optimizing diagnostic time, and unlocking efficiencies that extend far beyond the reading room into all care settings, Sirona empowers radiologists—and in doing so, we help the entire healthcare system move faster, smarter, and with greater impact on patient outcomes.

For more information, please visit https://sironamedical.com/join/.

About Us: At Sirona Medical, we are dedicated to providing exceptional support and service to the radiologists that use our platform, ensuring a seamless and rewarding experience. We believe in fostering a culture of collaboration, inclusivity, and efficiency, striving to exceed expectations in every interaction.

As a Sirona Application Support Specialist, you will play a pivotal role in delivering unparalleled assistance to our users, embodying the values and vision of our Customer Support team. Your primary focus will be on promptly addressing and resolving customer inquiries, leveraging a collaborative and efficient approach. Additionally, you will have the opportunity to streamline workflow processes, contributing to the scalability and effectiveness of our team.

• This is an hourly role working remotely within the United States
• This role has a preferred shift of 7 PM to 7 AM EST Saturday and Sunday but partakes in multiple shifts, including overnight and weekends, on a rotating basis to meet customer and business needs

Key Responsibilities:

• Proactively respond to client issues and maintain active monitoring of client sites
• Expedite resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating cross-functionally as needed
• Thoroughly document all incidents within our ticketing system, ensuring accuracy and completeness
• Escalate unresolved issues to the appropriate internal channels for swift resolution
• Adhere to monitoring, alerting, and security procedures to safeguard client data and uphold operational integrity
• Analyze and troubleshoot network performance metrics, identifying areas for improvement and optimization
• Collaborate with engineering and product development teams to address and resolve software-related issues effectively
• Contribute to knowledge base and runbooks on an ongoing basis
• Expedite resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating cross-functionally as needed
• Thoroughly document all incidents within our ticketing system, ensuring accuracy and completeness
• Escalate unresolved issues to the appropriate internal channels for swift resolution
• Adhere to monitoring, alerting, and security procedures to safeguard client data and uphold operational integrity
• Analyze and troubleshoot network performance metrics, identifying areas for improvement and optimization
• Collaborate with engineering and product development teams to address and resolve software-related issues effectively

Key Requirements:

• Proven experience within Customer Care/Call center environments, particularly within the realm of radiology and PACS administration
• Experience working directly with clinician onboarding on clinical applications
• Background in healthcare and adeptness in troubleshooting with medical professionals, ideally radiologists
• PACS administrator or PACS analyst background preferred
• Basic familiarity with DICOM, Hl-7, MWL standards as well as radiology workflows in general
• Minimum of 3 years of experience in level I or higher troubleshooting roles within a call center or support center setting
• Proficiency with Zendesk or G-suite; experience with SaaS platforms preferred
• Previous exposure to startup environments is advantageous, showcasing adaptability and a proactive mindset
• Experience working directly with clinician onboarding on clinical applications
• Background in medicine and adeptness in troubleshooting with medical professionals, ideally radiologists
• Minimum of 3 years of experience in level I or higher troubleshooting roles within a call center or support center setting
• Proficiency with Zendesk or G-suite; experience with SaaS platforms preferred
• Previous exposure to startup environments is advantageous, showcasing adaptability and a proactive mindset

Benefits:

• Stock Options
• Flexible Paid Time Off
• Medical, dental, vision insurance
• Life insurance
• Paid Maternity and Paternity Leave
• 401K matching
• Apple equipment
• Sponsorship for conferences, continuing education, etc…

The annual US base salary range for this full-time position is $30.00 - $36.00/hour + equity + benefits. Pay scale is flexible depending on experience. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, relevant education and training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.