# Support Human > Home of Bad Job Bingo. An independent publication for CX and Tech professionals — a newsletter, CX job board, free career tools, and a resource library. Public Ghost content for AI and LLM tooling. This file includes a bounded export of public pages first, then recent public posts. Append `.md` to any post or page URL to get the content in Markdown (for example, `/example-post.md`). ## Pages ### About this site URL: https://supporthuman.cx/about/ Last updated: 2026-08-07T18:42:34.000Z Support Human is an independent publication launched in August 2026 by Steph Lundberg. If you subscribe today, you'll get full access to the website as well as email newsletters about new content when it's available. Your subscription makes this site possible, and allows Support Human to continue to exist. Thank you! ### Access all areas By signing up, you'll get access to the full archive of everything that's been published before and everything that's still to come. 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Get started for free and set up your very own subscription business using [Ghost](https://ghost.org/?ref=supporthuman.cx), the same platform that powers this website. ## Posts ### The Mark II bookmark: a phantom (menace) URL: https://supporthuman.cx/p/the-mark-ii-bookmark-a-phantom-menace/ Last updated: 2026-10-15T21:34:37.000Z ## Why I bought it (like an idiot) Several months ago, I gave in to the sweet, unrelenting pull of consumerism and bought the [Mark II bookmark](https://www.thinkwithmark.com/?ref=supporthuman.cx), “a smart highlighter that collects your ideas when reading, and turns them into personalized insights.” I did it for a few reasons, the first being the most important: I read a lot, and I highlight and annotate a lot. I do this for pleasure but mostly for work: the *Support Human* newsletter often requires research, and I’ve been working on (yet another) side project that requires a metric ton of research, much of it in physical books because there’s either no ebook version available or because it was a lot cheaper for me to buy the work used. Now, there’s a few ways writers like me go about organizing their notes and research. I’ve seen many use a [notecard system](https://ryanholiday.net/the-notecard-system-the-key-for-remembering-organizing-and-using-everything-you-read/?ref=supporthuman.cx), in which they write quotes, notes, and the source/page number on a notecard, then file the notecard by theme or category with notecards from other books they’ve read. This way, they have all their research in one place, easily organized by whatever they want to write about. Others use a dedicated reading journal, or type up their notes and then print it out into a binder for a specific project (I’ve done this in the past) or use a notes app like [Obsidian](https://obsidian.md/?ref=supporthuman.cx) or [Notion](https://www.notion.com/?ref=supporthuman.cx) to organize it. Personally, I love handwriting my notes; the physical act of doing that means whatever I’m working on stays with me longer, and I’m a nerd for organization systems. Unfortunately, when you’re researching in bulk, these are all pretty tedious systems. If I were a full-time writer, I don’t think it would be so tedious, but alas I am not, and I’ve found that I simply don’t have time to commit to such manual methods for recording my research and notes. Or, more accurately, I’ve been *forced* to commit to these methods, which is why you haven’t seen or heard anything about this side project. Enter the Mark II. (I hoped, anyway.) ## What it can do (maybe) The company’s website describes the Mark II as a “reading companion that helps you capture, organize, and revisit what you read, without breaking your flow. You can highlight, speak, or capture ideas in the moment, and they’re instantly structured into a system to search, revisit, and build off from.” Mark II is supposed to recognize text on paper, on e-ink and standard screens, and handwritten text. There’s a companion app that (supposedly) organizes text scanned with the Mark II, which the company claims “builds your knowledge system automatically” by creating categories and collections from the text. It has a (possibly experimental?) ISBN scanner so you don’t have to manually enter book information, and you can export quotes and annotations to the notes app of your choice (including Obsidian and Notion). There are also AI features that allow you to “chat” with what you’ve saved, but I’ve found that even the most powerful AI models hallucinate research even when the source material is easily accessible, so I’m not interested in those features and won’t use them. As you might have guessed at this point, all of the information about the Mark II above comes from their website or from what I assume is paid coverage in random tech blogs and YouTube channels, because it’s been on preorder for several months and it doesn’t appear that the tester units they sent out were meant for anything but private testing. Even those who’ve received their bookmarks have only posted pictures of it in the box, and although the company’s founder has been busy on The Social Media Platform Formerly Known as Twitter[1](#note-1) making odd shortfilms and talking about the product, their website and YouTube still have no practical demonstrations of the Mark II. That, and the general lack of communication around pretty much anything about the Mark II, has not inspired confidence. In fact, I'm starting to think that I've been bamboozled, that this was the physical equivalent of vaporware, and I’ve spent $159 on a beautiful, if impossible, idea. ## A phantom (and a menace) I had hoped that, months later, I’d actually have a Mark II to tell you about in this piece. In fact, this was originally written as an introduction to a review of the bookmark,[2](#note-2) but this experience has been so irritating and the company’s poor communication so egregious that the only thing to do is to review the shitty customer experience instead. If you’re new here, it might help to know that my expertise is in customer support, which I’ve been doing and designing for tech companies for well over a decade. That means that CX is something I care a lot about and something I get really annoyed about when it falls short. If you’re a regular here, though, you know the customer experience for any product, physical or otherwise, starts well before anyone actually has it in their hands. Mark is a small, young company, but as the name suggests, there was a Mark I, so they’re not totally inexperienced in this space. Even if they were, basic marketing wisdom is that the more potential customers know about your product, the more sales you’re going to get. And basic *customer service* wisdom is that if there are production or other issues that are going to delay the customer receiving their purchase, you gotta communicate that. I’d prefer to be baffled at Mark’s silence in the run up to (and even after) the Mark II’s release, but as time has marched on with very little news about it, I’ve progressed to pissed off instead. ## (...and also a farce) In the months since I ordered the Mark II in July, I received exactly 4 emails from Mark: my order confirmation on July 14, a reminder to check my shipping address on September 3, a notice that the Mark II would start shipping on September 22, and a minor shipping update on October 6. Sorry, sorry, there was actually one more: this really confusing email from the founder on October 10: ![An email from Mark with the subject and content of: Your Mark II is ready for preorder](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/10/Mark-II---Your-Preorder-is-Ready.png) Mind you, they sent this to someone who has already preordered the bookmark. Why would I be interested in preordering another, when the one I already bought is nowhere in sight? Also, their order page has not changed since July, so how is this news worthy of an email? ![Mark II order page with a shipping date of "starting Q3 2026"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/10/Mark-II-Order-Page.png) Which is frankly wild considering it isn’t even Q3 anymore. I’ve received nothing about how development or manufacturing was going, nothing about it or the app’s features, and no answers to frequently asked questions. Nothing that you would expect a company to do to elicit excitement or anticipation of their product, and no care for the customer experience outside of (I assume) trying to assuage concerns that the Mark II might be an elaborate scam. And no, I don’t count tweeting occasionally on Twitter as marketing or customer care. I would never, ever advise a company to put all their eggs in one basket, let alone a basket that a lot of their customers actively avoid because most of the other eggs are rotten. Posting on one social media platform is not marketing, and it definitely isn’t customer support. Nor does it help that Mark generally comes across as unprofessional on Twitter: including forcing their customers [to prompt them for delivery timelines](https://x.com/thinkwithmark/status/2068621949019054434?s=20&ref=supporthuman.cx), [publicly calling out their manufacturer for production issues](https://x.com/thinkwithmark/status/2078157782277337420?s=20&ref=supporthuman.cx), [posting weird and vague quotes](https://x.com/thinkwithmark/status/2079597427339006199?s=20&ref=supporthuman.cx) that don’t have anything to do with the product, and [boosting a supposed product reviewer’s tweet](https://x.com/thinkwithmark/status/2087203862382060021?s=20&ref=supporthuman.cx) and then not addressing that there was never a review.[3](#note-3) And to add insult to injury, Mark posted this on Twitter earlier today: ![A screenshot of a tweet from Mark saying: Something big is coming soon...](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/10/Mark-II---something-coming.png) Oh yeah? How about the fucking bookmark I paid $159 for? Is that coming soon?[4](#note-4) And the answer to that question — which is only available on Twitter! — is apparently no: ![A screenshot of a tweet from Mark that says: Mark Il will arrive a few days later than planned. Due to a firmware issue, we've delayed our shipping to make things right. Mark Il will be in your hands very soon, and we want to make sure it's an incredible experience when it reaches you. If you ever have any questions or [tweet text preview is cut off here]](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/10/Mark-II---shipping-delay.png) Have I received this same update as a paying customer? Nope! POSTING ON TWITTER IS NOT CUSTOMER COMMUNICATION. It’s also absurd that it took this long for you to even post *that* somewhere public, when the rest of your comms have been so boastful and self-congratulating. Again, I have to assume that even this update only made it out because of reactions like mine, and IT IS STILL EMBARRASSINGLY INADEQUATE. When you’re selling a product like the Mark II — expensive specialty hardware that the customer cannot try before purchase — the only thing customers have to be confident in is the company itself. It’s the most tangible thing they see until the product is actually in their hands, and if they never hear from the company, or what they do hear is inconsistent or unprofessional, that will not only impact customer sentiment overall, but it can also color their experience of the product when they actually start using it. I will forgive a lot if I just know what's happening and why, and so will most customers. But leaving the people paying you hanging only invites speculation, and speculation leads to distrust, and distrustful customers leads to a death spiral for both your product and your company. Communicate with your customers. I should not have to tell you this. This doesn’t even rise to the level of specialized consulting advice![5](#note-5) You ought to know that you have to tell people who gave you money literally anything about their purchase! Mark, if you’re reading this: this is an extremely precarious situation you're in, and it will break your company if you don't do something. The best time to set customer expectations is at the very beginning of your relationship with them. The next best time is now. (BUT ALSO: for dog's sake, talk about your product anywhere but on Twitter. Stop wasting your budget on random short films and use it to actually demonstrate your product in action. I dunno, maybe send a single informative email about it. Go crazy!) Anyway. Mark: this is bad CX and you should feel bad. Be a real company and get your shit together, please. ## UPDATE 15OCT26 Okay, I swear that I’m not obsessively following this story, it’s just that either my timing is amazing or Mark’s is terrible.[6](#note-6) First, maybe the funniest thing that’s ever happened to me occurred on my LinkedIn post sharing this piece: ![Stephanie Lundberg © • You Customer Success Lead @ HelpSpot; Founder @ Support Human, Creator o... 34m Here's the thing about being a CX pro: bad experiences drive you crazy when you're the customer. •.. I'm also willing to forgive a lot, because I know how hard good CX is, but that goodwill requires even a basic amount of effort on a company's part and trust that the company is operating in good faith. With the Mark Il bookmark, neither is the case. This is a product that I've been looking forward to and hyper-fixating on as a solution to a specific and frustrating problem I've been having, so I'm primed as a customer to see them succeed. Alas, the customer experience with Mark™ has been so egregious, I'm briefly coming out of hiatus just to yell about it. https://Inkd.in/gb8XuuD9 SUPPORT HUMAN By a support human, for support humans. The Mark Il bookmark: a phantom (menace) supporthuman.cx 1凸291已1 al_ 44 impressions View analytics Add a comment... • GIF A Eason Tang in • Mark Bookmark Thank you Stephanie! We'd love to see how you use Mark!](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/10/Tang-s-reply.png) I’m not sure what I love more about this: that it’s clearly a bot responding to criticism of Mark’s terrible communications or that the bot is so cheerfully encouraging me to use a product I infamously *do not have*. As if that wasn’t enough absurdity to last us for the next century: Mark then posted on LinkedIn for the first time in about 5 months. What was this post about, you ask? Were they responding to my criticism? Was it an update to customers? Or perhaps an inside-baseball look at their business? Something that a professionally-run operation would highlight on LinkedIn to prove their legitimacy? Nay. It was none of those things. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/10/Mark---Time-invention.png) Now, you might be thinking: Steph, this is a great thing for them![7](#note-7) They’re going to get a ton of pre-orders from this! And you are probably right: they will likely get a ton of pre-orders. But I want you to think about that: a company that has demonstrated an inability to manage customer expectations, communicate proactively about product features and availability, or even to manage production and firmware issues is *about to get a ton of pre-orders*. The only upside is that the influx of cash might help them overcome the Mark II’s production and firmware problems, but that is offset by the fact that it will significantly compound the troubles they’re exhibiting in every other aspect of their business. And we haven’t even covered the fact that Tang and Mark’s customer comms here are worryingly amateurish and wrong-headed. They are either getting really terrible advice in this realm, or, I think more likely, they are getting *no* advice about this. I’ve said this before, but congratulating oneself for your successes when those successes *very obviously haven’t happened yet* is absolutely wild behavior. There is a time and place for faking it until you make it, and it is not when you are trying to convince customers to buy your product. BUT ALSO: it is even more bonkers to invite customers to use a product that they do not have and have received no information about to tag you on all your socials! THIS IS THE INTERNET. WHAT ARE YOU DOING. THEY ARE GOING TO TEAR YOU APART AND YOU WILL DESERVE IT. And lastly, broken-record me must sing this again: product promotion is not customer relationship management. Hype is not fact. You cannot just randomly show up on social media to crow about a PR win and then disappear again into the ether. Your customers are already confused and pissed off. This will only enrage them further. See above. Look, I still either want the stupid bookmark or my money back. But at least I’ll be entertained while I wait. ## One more worthy update The human Eason Tang apparently did read this piece and responded to my post for real: ![Eason Tang in • 3rd+ 2h Follow Mark Bookmark I just read through your article. I really appreciate your feedback and honesty. And I will make sure our team is aware to fix everything you mentioned. We've been working hard on scaling production, and is slowly rolling out shipment. Please dm me your order number, we'll make it right for you Stephanie Lundberg Author 7m ... Customer Success Lead @ HelpSpot; Founder @ Support Human, ... Eason Tang I appreciate you reading the article! I know it's not easy to confront criticism like this. I think the thing I'd really want you to take a way from this isn't that there have been delays in shipping -- I think it's great that you're so concerned about quality and delivering on the Mark Il's promises. The problem is that you're not talking to your customers about the delays. Selfishly, I also want to see your business succeed because I really want the Mark I! to work for me. But that's not going to happen if you're not diversifying where you communicate, improving how you communicate, and expanding what you're communicating about. I don't want special treatment, or to get my Mark I faster, what I want is for all of your paying customers to be informed about why you needed to push back delivery and what's going on with hardware and the app. Build that trust and the customer experience.](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/10/The-real-reply.png) I give Tang credit for opening up a conversation here; as I say in my own reply, it's not easy to take criticism like this (especially when it's so emotive, as I usually am). Having said that: action is what matters here. If I see more proactive communications about the Mark II in the next few weeks, we'll know that Tang means what he says. If not...well, you know where to find me. 1. Which was/is a bad sign in and of itself — choosing to be on Twitter and only Twitter to market your product is a hell of a statement of the company’s values. 2. Get ready for a hell of a tonal shift. 3. Although I guess we know why now! 4. You will be unsurprised to learn that it was this tweet that prompted me to (re)write this. 5. Which you also clearly need! 6. I would guess a little bit of both, honestly. 7. Not for nothing, but this Time thing is kind of ridiculous. The Mark II is in the Best Invention category of product design, it’s a paragraph long, it only quotes Tang, and it only links to Mark’s website. Basically, it’s all fluff and no substance. ### Trust & Safety Summit 2027 URL: https://supporthuman.cx/resources/trust-safety-summit-2027/ Last updated: 2026-09-09T14:52:50.000Z 22– 24 March 2027 Type: Summit Price: Early Bird 2 Day Conference Pass £599 + 20% UK VAT (was £1,199) Website: [iqpc.com](https://www.iqpc.com/events-trust-and-safety-summit/?ref=supporthuman.cx) [Tickets](https://www.iqpc.com/events-trust-and-safety-summit/srspricing?ref=supporthuman.cx) A closed-door summit for Trust & Safety leaders at online platforms, covering policy, product, operations, engineering and compliance, with an Ecosystem Day on 22 March and main conference days 23-24 March. 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Hosted by [Customer Experience Live](https://www.customer-experience.live/?ref=supporthuman.cx). ### Engagement Leaders Live Show Asia 2027 URL: https://supporthuman.cx/resources/engagement-leaders-live-show-asia-2027/ Last updated: 2026-09-04T16:43:46.000Z 17– 18 August 2027 Website: [customer-experience.live](https://www.customer-experience.live/cx-live-show-asia?ref=supporthuman.cx) [Register](https://www.customer-experience.live/cx-live-show-asia?ref=supporthuman.cx) A platform for exploring AI-driven customer engagement solutions in Kuala Lumpur. Hosted by [Customer Experience Live](https://www.customer-experience.live/?ref=supporthuman.cx). ### Moment 2026 URL: https://supporthuman.cx/resources/moment-2026/ Last updated: 2026-09-04T16:23:13.000Z 6 October 2026 Type: Event Venue: Convene at Brookfield Place, 225 Liberty Street, 2nd Floor, New York City Website: [community.customersuccessmeetup.com](https://community.customersuccessmeetup.com/public/events/moment-2026-srkm4ezwgp?ref=supporthuman.cx) [Register](https://community.customersuccessmeetup.com/public/events/moment-2026-srkm4ezwgp?ref=supporthuman.cx) Customer Success is changing. AI, evolving business models, rising customer expectations, and new definitions of value are reshaping what it means to lead in post-sales. Moment 2026 brings together the leaders, operators, managers, CSMs, and builders navigating this transformation and helping define what comes next. As the anchor event of the week, Moment is designed for meaningful conversations, practical insights, and real-world connections. You'll hear from industry leaders, learn from teams pushing the boundaries of post-sales, and connect with peers facing similar challenges and opportunities. Whether you're building a Customer Success organization, leading a post-sales team, driving customer outcomes, or exploring the future of the profession, Moment is where the community comes together to share ideas, challenge assumptions, and shape the next chapter of post-sales. Date: Tuesday, October 6, 2026 Location: Convene at Brookfield Place 225 Liberty Street, 2nd Floor, New York City Join hundreds of post-sales professionals for a day of learning, networking, and conversations that will help you prepare for what's next. Hosted by [Customer Success Meetup](https://community.customersuccessmeetup.com/?ref=supporthuman.cx). ### Support Driven Leadership Summit 2026 URL: https://supporthuman.cx/resources/support-driven-leadership-summit-2026-2/ Last updated: 2026-09-04T16:11:37.000Z 27– 29 October 2026 Type: Summit Website: [supportdriven.com](https://supportdriven.com/new-york-summit-2026?ref=supporthuman.cx) [Register](https://www.tickettailor.com/events/supportdriven/1964513?ref=supporthuman.cx) A leadership-focused summit designed for support teams in fast-scaling industries. Hosted in New York, this summit offers strategic sessions, case studies, and intimate discussions with practitioners who’ve solved complex support challenges. Perfect for directors, team leads, and ops managers. Hosted by [Support Driven](https://supportdriven.com/?ref=supporthuman.cx). ### CMX Summit 2027 URL: https://supporthuman.cx/resources/cmx-summit-2027/ Last updated: 2026-09-04T15:59:27.000Z 29– 30 April 2027 Type: Summit Price: Eager Beaver tickets $199 (price increases end of August) Website: [events.cmxhub.com](https://events.cmxhub.com/e/mjgxev/?ref=supporthuman.cx) [Tickets](https://events.cmxhub.com/events/details/cmx-cmx-hq-presents-cmx-summit-2027/?ref=supporthuman.cx) CMX Summit 2027 The community industry's flagship event is coming back. CMX Summit brings together the world's leading community professionals for two days of honest conversation, tactical depth, and the kind of connections that actually stick. Eager Beaver tickets are on sale for $199\. Prices go up again at the end of August, so grab yours now! Hosted by [CMX HQ](https://cmxhub.com/?ref=supporthuman.cx). ### TSPA APAC Summit 2026 URL: https://supporthuman.cx/resources/tspa-apac-summit-2026/ Last updated: 2026-09-04T15:58:55.000Z 10– 11 November 2026 Type: Summit Venue: PARKROYAL COLLECTION Marina Bay, 6 Raffles Blvd Website: [tspasummits.net](https://www.tspasummits.net/event/apacsummit2026/?ref=supporthuman.cx) [Register](https://www.tspasummits.net/event/apacsummit2026/?ref=supporthuman.cx) TSPA is thrilled to host the 4th APAC Summit again in Singapore. This year, the Summit will include an optional second day, tailored specifically for trust and safety professionals (available only to TSPA members). Hosted by [Trust & Safety Professional Association](https://www.tspa.org/?ref=supporthuman.cx). ### CX Travel & Hospitality Exchange URL: https://supporthuman.cx/resources/cx-travel-hospitality-exchange/ Last updated: 2026-09-04T15:41:54.000Z 8– 9 September 2026 Type: Exchange Venue: Hilton Syon Park, London Website: [cxnetwork.com](https://www.cxnetwork.com/events-customer-experience-exchange-travel/?ref=supporthuman.cx) [Register](https://www.cxnetwork.com/events-customer-experience-exchange-travel?ref=supporthuman.cx) Celebrating 11 years, the CX Travel & Hospitality Exchange returns to London this September, bringing together the industry’s most forward-thinking leaders to redefine customer experience in an era shaped by AI and rapidly evolving expectations. As generative AI accelerates innovation and raises the bar for seamless, personalised journeys, brands must strike the perfect balance between technological advancement and the human touch that defines exceptional hospitality. Over two days, CX, Customer Service, and Digital leaders will explore how to empower frontline teams, integrate AI into legacy systems, and deliver frictionless, omnichannel experiences that drive loyalty and efficiency. Through expert-led presentations, collaborative discussions, think tanks, and real-world case studies, the Exchange moves beyond theory to actionable insight, equipping attendees with the clarity, connections, and confidence to tackle today’s challenges and turn customer experience into a true competitive advantage. Hosted by [CX Network](https://www.cxnetwork.com/?ref=supporthuman.cx). ### Sustainability shmustainability URL: https://supporthuman.cx/p/sustainability-shmustainability/ Last updated: 2026-08-13T19:08:01.000Z ## Stuff and things, things and stuff I’m struggling with some major ennui this week. I don’t know if it’s because I was miserably sick late last week/early this week (I’m old and frail now, y’all!), if I’m still trying to get my sleep schedule back into some semblance of reasonable (why does 5am event exist?), or if it’s just…<*waves at everything*\>. Whatever the reason, I *wanted* to do this issue, I really did. Actually *doing* the newsletter was (is) another thing entirely. So instead of going with my first instinct (which was to flake) or my second instinct (which is to do way too much until I collapsed at 2 in the morning), this issue will be whatever I can make happen by 10pm(ish). I’m celebrating a few people in Good News, and skipping Read / Watch / Listen this week, because I just do not have the energy to speed-read all the stuff I bookmarked. I don’t really have a main topic for this issue, so I figure it’s a fitting time to talk about sustainability. Financial sustainability, that is. Newsletters are a famously tough business. Everyone has one, and everyone wants to make money off having one (including me), which of course means most us probably won’t. I’m particularly bad at the business of newsletters, because it sits at the intersection of two things I despise doing, which are 1) asking people for money, and 2) promoting myself. Which is to say that I’m currently paying to send you a new issue every week (or *not* to send you an issue every week, as the case may be). And while I’d be fine with that if things weren’t…<*waves at everything*\>, the economy being what it is, I need to be realistic about what is sustainable and what isn’t. This is not cause for alarm! I’m not planning on shutting down the newsletter anytime soon (not unless I’m forced to), but I am looking at ways I can make it more financially viable for me to publish (hopefully well into the future), even if it ends up looking a little bit different or getting to you a different way. To do that, I need information and your honest input. If this newsletter won’t ever be something most people will want to pay for, I should adjust accordingly. I’ll still want to write it (I do it for me as much as you), but I’ll know I need to move it somewhere more affordable and trim off the extraneous stuff. Toward that end, I’ve put together a few questions below — it would be a huge help if you could let me know what you think. It won’t hurt my feelings, and there’ll be no judgement for any answer. I can tell you what I’m leaning toward and why, though. Ironically, the thing that first brought me to beehiiv (easy paid ads from an existing network of companies) is the thing that’s now kinda making me want to get off it. The problem with the ads—aside from me just hating them on principle—is that they can be from any type of business, and increasingly that’s meant that they’re poor fits for my values and my audience, tend to be of poor quality, and subsequently they have pretty poor conversion. I worry they become a turnoff for all of you, so they’re not even worth the couple of bucks (at most) I get from them per issue. But if I eliminate those, that *also* eliminates the main incentive for paying $39 a month for the beehiiv platform, especially when there are cheaper publisher and self-hosting options out there. You already know my discomfort with sponsorships; and there’s the matter of asking you to pay long-term for something I can’t promise will be consistent, given I’m putting it together in my spare time with duct tape and spite. On the one hand, I obviously think it’s worth it, but on the other, I’d feel better about asking you to pay a concrete amount in the short term, then decide next time if it’s still worth it for you. One of the options that’s most appealing to me is getting rid of any paid subscriptions, any ads, and not worrying about sponsorships. Instead, I’d approach the money sorta like public broadcasting does: a fundraising drive 3-4 times a year, with a set amount that will cover expenses (maybe some stretch goals to pay myself); if I hit the goal we’re all done with the money shit until the next cycle. (I’d also cook up some rewards so that you’re not just giving your money for something intangible.) But that’s my preference, which my not reflect *your* preferences, and that’s okay. There are other options, and the best one depends on whether you, the readers, are willing to spend your hard-earned (and nowadays, hard-kept) money on my tiny, snarky newsletter. Anyway. I’ve yammered on about this long enough. Here are the polls. I appreciate your help! **If you've never had a paid subscription or contributed another way, why not?** Same question if you \*were\* subscribed at some point and canceled your subscription. **If you've never had a paid subscription or contributed another way, do you ever see that changing?** **If you do see yourself becoming a contributor in the future, which fundraising method would you be most likely to participate in?** ## And Now for Some Good News The smaller number of folks we’re boosting today is due entirely to my late start, so don’t take this as a signal of the market. Congrats to these awesome folks! - [Mollie Ogilvie](https://www.linkedin.com/in/mollieogilvie/?ref=supporthuman.cx) joined [Bared Footwear](https://www.baredfootwear.com/?ref=supporthuman.cx) as Customer Support Supervisor. - [Alex Horsey](https://www.linkedin.com/in/alexhorsey/?ref=supporthuman.cx) joined [H&R Block](https://www.hrblock.com/?ref=supporthuman.cx) as Senior Project Manager, Support Content. - [Henry Hayes](https://www.linkedin.com/in/henryjohnhayes/?ref=supporthuman.cx) joined [ether.fi](https://www.ether.fi/?ref=supporthuman.cx) as Chief Customer Officer. ## Upcoming Events JUL 30 11am ET The Neurodiversity Gap in Experience Design Hosted by [CXPA](https://www.cxpaglobal.org/?ref=supporthuman.cx). [Tickets →](https://portal.cxpaglobal.org/integratedEvents/home/CXPA-WEBINAR-THE-NEURODIVERSITY-GAP-IN-EXPERIENCE-DESIGN?ref=supporthuman.cx) ![LinkedIn post from Hannah Williams that says: Surely Mitch McConnell has run out of PTO by now?](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/1276D550-6D19-4B25-9154-FB1AB767873D_1_201_a.jpeg) ### Salesforce is acquiring Fin, a move that isn't so much a bet as it is a ploy URL: https://supporthuman.cx/p/salesforce-is-acquiring-fin-a-move-that-isnt-so-much-a-bet-as-it-is-a-ploy/ Last updated: 2026-10-02T19:02:48.000Z Bit of a mammoth issue for you today, given I was out for a few weeks. In my defense, those few weeks involved: wrapping up a very demanding job, driving 18 hours for the family to be on vacation, starting and onboarding to a new job, attempting to drive back, an incident with a deer, a busted RV that had to be towed in another state, a much smaller rental van, immediately going back to work after another 18 hour-drive home, and now a sick dog. So like. I feel that I earned those clip episodes. ## Things That Happened ### In case you missed it We revisited [my warning about irresponsibly deploying customer-facing AI](https://supporthuman.cx/p/from-the-archives-danger-will-robinson-danger), and looked back at [some of the most infamous AI jobs to have gone through Bad Job Bingo](https://supporthuman.cx/p/best-of-bad-job-bingo-ai-dystopia-edition). I relaunched [my personal website](https://smlundberg.com/?ref=supporthuman.cx) with [an elegy for the old internet](https://smlundberg.com/blog/an-elegy-for-ye-olde-internet/?ref=supporthuman.cx), and also [reminded myself not to be a little shit](https://smlundberg.com/blog/dont-be-a-little-shit-steph/?ref=supporthuman.cx). ### Salesforce tries to acquire everyone Okay, maybe not *everyone*. But they’ve certainly been busy: since June 1, Salesforce has signed definitive agreements to acquire [Contentful](https://www.salesforce.com/news/stories/salesforce-signs-definitive-agreement-to-acquire-contentful/?ref=supporthuman.cx), [m3ter](https://www.salesforce.com/news/stories/salesforce-signs-definitive-agreement-to-acquire-m3ter/?ref=supporthuman.cx),[1](#note-1) and the big one, [Fin](https://www.salesforce.com/news/press-releases/2026/06/15/salesforce-signs-definitive-agreement-to-acquire-fin/?ref=supporthuman.cx) (formerly Intercom). I call Fin the big one because Salesforce will pay an eye-watering $3.6 billion for the company, which [rebranded in May](https://www.intercom.com/blog/today-intercom-becomes-fin/?ref=supporthuman.cx) as it pivoted hard from being mainly a ticketing platform to being all about its full-service AI customer agent. For comparison, [Zendesk acquired ](https://techcrunch.com/2026/03/11/zendesk-acquires-agentic-customer-service-startup-forethought/?ref=supporthuman.cx)[a similar company, Forethought,](https://techcrunch.com/2026/03/11/zendesk-acquires-agentic-customer-service-startup-forethought/?ref=supporthuman.cx) in March in [a reportedly nine-figure deal](https://www.linkedin.com/posts/deon-nicholas%5Fproductmarketfit-startups-ai-activity-7471239386458783745-b4sT?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). The difference in valuation here is interesting to me because, while Forethought has been a customer AI and automation company since its founding in 2017, Fin went all in on the AI game [relatively recently](https://venturebeat.com/ai/intercoms-new-fin-ai-copilot-gives-customer-service-agents-their-personal-ai-assistant?ref=supporthuman.cx). Which is not to say it’s inferior (honestly, I wouldn’t know, I haven’t used either product), but I will say that I *also* find the timing of these deals interesting. I’ve been pretty open about [my skepticism regarding the future of AI](https://www.revenuerulebreaker.com/small-business-news-week-of-june-22-26/?ref=supporthuman.cx), and [I’m not the only one](https://www.wheresyoured.at/the-ai-industry-is-losing/?ref=supporthuman.cx). [Ed Zitron](https://www.wheresyoured.at/?ref=supporthuman.cx), whom I’ve just linked, has written repeatedly and extensively on the economics of AI or, as he has aptly termed it, the [brokenomics](https://www.wheresyoured.at/brokenomics/?ref=supporthuman.cx): > I’ve been saying for years that the underlying economics of AI don’t make sense — that AI labs were [intentionally obfuscating the costs of subscriptions](https://www.wheresyoured.at/the-subprime-ai-crisis-is-here/?ref=supporthuman.cx) and heavily subsidizing users’ compute, and that the moment that that changed, everything would begin to fall apart, and god damn has it finally begun. > > As I discussed in last week’s premium newsletter, [the AI Tokenomics Bubble](https://www.wheresyoured.at/premium-the-silicon-valley-bubble-part-1/?ref=supporthuman.cx) is the simplest and most consequential of them all, because it comes back to something I’ve been saying for years: that the majority of users will refuse to pay the actual cost of AI. Basically, either AI companies’ customers will go broke trying to pay for their AI tokens when the AI companies eventually start charging the real rate for usage, or — more likely — customers will give up on AI in enough numbers to bankrupt the entire AI ecosystem. And it won’t matter whether CX companies rely on external AI technology or just on their customers’ ability to invest in their AI products, because it’s bad news either way. Although Fin’s [Operator product still runs on Anthropic’s Claude](https://venturebeat.com/technology/intercom-now-called-fin-launches-an-ai-agent-whose-only-job-is-managing-another-ai-agent?ref=supporthuman.cx), its [agentic capabilities are built on its own proprietary AI model (Apex 1.0)](https://fin.ai/cx-models?ref=supporthuman.cx). Salesforce has made [some controversial choices](https://www.theregister.com/saas/2026/06/09/salesforce-layoffs-hit-amid-m3ter-acquisition-and-stock-buyback/5253162?ref=supporthuman.cx) recently in [an effort to cut costs and retool its operations around AI](https://finance.yahoo.com/markets/stocks/articles/salesforce-layoffs-highlight-ai-pivot-061328988.html?ref=supporthuman.cx). Its[ share price has fallen 41.3% in the past year, and its returns are down 36.2% over the past 5 years](https://finance.yahoo.com/technology/ai/articles/salesforce-crm-spending-3-6-190444883.html?ref=supporthuman.cx), so only time will tell whether it can sustain the kind of investment a proprietary AI model requires (given that the major players are struggling despite having many, many more billions of dollars than Salesforce, I’m doubtful). Zendesk has had a [similar](https://layoffs.fyi/company/zendesk/?ref=supporthuman.cx) [trajectory](https://www.salesforceben.com/zendesk-sell-is-being-retired-what-you-need-to-know/?ref=supporthuman.cx), and although [it claims its recurring AI revenue could hit $500 million this year](https://theaieconomy.substack.com/p/zendesk-ai-arr-2026-growth), Forethought’s SupportGPT is built on OpenAI’s models,[2](#note-2) making it entirely dependent on external technology. But let’s say Salesforce can commit that kind of cash and Zendesk’s revenue is indeed on the rise. Even then, if the AI bubble bursts? Well, Zitron said it: everything will begin to fall apart. I’m not sure what resources Salesforce or Zendesk will be able to muster if its customers, its investors, and the companies behind the technology — basically the entire AI infrastructure and a frighteningly large chunk of the Tech industry — are all broke. I’ve seen some in our industry point to Fin’s acquisition as an example that AI in customer service is a sure bet. For one example, here’s [Kustomer CEO Brad Birnbaum's take on it:](https://www.linkedin.com/posts/bradleybirnbaum%5Ftodays-news-on-salesforces-acquisition-share-7472343181154725888-UgyK/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) > Today's news on Salesforce's acquisition of Intercom is a positive indicator for the future of CX platforms, including Kustomer. > > It confirms what many of us have believed for a long time: AI-powered customer service has become one of the most strategic categories in enterprise software. When a company of Salesforce's scale makes a move like this, the category wins. I’m going to be frank here: given [the actual state of the major players’ finances](https://www.wheresyoured.at/howmuchmoney/?ref=supporthuman.cx) and the fact that [the AI industry is basically just passing “earnings” and investment funds among itself](https://www.youtube.com/watch?v=Q0TpWitfxPk&ref=supporthuman.cx), that’s either an extraordinarily naive understanding of reality or an extraordinarily dishonest one. This purchase doesn't prove anything positive about the viability of AI in customer service, or the future of CX platforms. If anything, it demonstrates that the Tech industry in general, and the CX sector specifically, can read the writing on the wall. The whales are desperate for their investments in AI to pay out somehow before the bubble bursts, and the little fish — like CX platforms who made AI their entire identity — are desperate to cash out before the same. I mean, look. I hope I’m wrong. I hope we’re *all* wrong. I don’t think we are, but it would be nice if I didn’t live through another financial collapse in my lifetime. But I don’t think ignoring the conditions that could make it happen will somehow *prevent* it from happening. We should use the time we have to prepare for that increasingly likely eventuality. As CX leaders, that means discouraging our companies from replacing vital human resources and operations with AI tools they won’t be able to afford (or even expect to exist) in a year or two. Because once that expertise and institutional knowledge are gone, there’s no telling if they’ll have the means to get it back. But knowing our industry as I do…that’s perhaps an unrealistic expectation. And I know it is just as unrealistic to expect executive teams to be honest about how shaky their strategies and investments are when they can make a lot of money by fooling people instead, then use their money to make a literal cash parachute and bail out before the AI rocket falls back to earth. I just want it on the record that that’s what they’re doing. ## And Now for Some Good News I think this is the most people we’ve ever celebrated in a *Roundup*, which makes me so happy because this section is like 85% of the reason I do this newsletter. Y’all are amazing, and thank you for trusting me to boost you! - [Veronica Rodriguez](https://www.linkedin.com/in/veronica-rodriguez-mba-480156226/?ref=supporthuman.cx) joined [Tekmetric](https://www.tekmetric.com/?ref=supporthuman.cx) as Customer Onboarding Manager. - [Jess Burley](https://www.linkedin.com/in/jess-burley-07a46b11a/?ref=supporthuman.cx) joined [Waterfield Tech](http://www.waterfieldtech.com/?ref=supporthuman.cx) as Client Success Manager. - [Hugh Goldstein](https://www.linkedin.com/in/hugh-goldstein/?ref=supporthuman.cx) joined [Wispr Flow](https://wisprflow.ai/?ref=supporthuman.cx) as CX/S Engineer. - [Gina B.](https://www.linkedin.com/in/rdw2324/?ref=supporthuman.cx) joined [Thomson Reuters](http://tr.com/?ref=supporthuman.cx) as Product Support Specialist. - [Kristi Johnston](https://www.linkedin.com/in/kr-johnston/?ref=supporthuman.cx) joined [Pearson Education](https://www.pearson.com/?ref=supporthuman.cx) as Specialist, Customer Success - Higher Education. - [Mike Jandreau](https://www.linkedin.com/in/mjandreau/?ref=supporthuman.cx) joined [Transmit Security](https://www.transmitsecurity.com/?ref=supporthuman.cx) as Partner Engineer. - [Oran Jakobovich](https://www.linkedin.com/in/oranjakobovich/?ref=supporthuman.cx) joined [Wendi](https://wendi.co.il/?ref=supporthuman.cx) as Senior Customer Success Manager. - [Heather Fralich](https://www.linkedin.com/in/heather-fralich-0421271/?ref=supporthuman.cx) joined [Clio](https://www.clio.com/?ref=supporthuman.cx) as Enterprise RevOps Post Sales Lead. - [Ash Turner](https://www.linkedin.com/in/ash-turner-1405411a9/?ref=supporthuman.cx) joined [TELUS Digital](https://www.telusdigital.com/?ref=supporthuman.cx) as Lead Product Strategist, CX Applications (Strategy Consulting). - [Elizabeth Bercovitz](https://www.linkedin.com/in/elizabethbercovitz/?ref=supporthuman.cx) joined [Seesaw Learning](http://www.seesaw.com/?ref=supporthuman.cx) as Manager of Digital Customer Success. - [Fernando Duarte](https://www.linkedin.com/in/fernandoduarte/?ref=supporthuman.cx) joined [Squarespace](https://www.squarespace.com/?ref=supporthuman.cx) as Support Platform Manager. - [Gillian Wu](https://www.linkedin.com/in/gillian-wu/?ref=supporthuman.cx) joined [Sermo](http://www.sermo.com/?ref=supporthuman.cx) as Senior Community Manager. - [Zachary Lee](https://www.linkedin.com/in/zacharyclee/?ref=supporthuman.cx) joined [WMT Digital](https://wmt.digital/?ref=supporthuman.cx) as Senior Manager, Customer Support. - [Joseph Berkeley](https://www.linkedin.com/in/josephberkeley/?ref=supporthuman.cx) joined [Flowhub](https://flowhub.com/?ref=supporthuman.cx) as Head of Customer Success. - [Praveen Joshua R](https://www.linkedin.com/in/praveenjoshuar/?ref=supporthuman.cx) joined [SecPod](https://www.secpod.com/?ref=supporthuman.cx) as Head of Customer Success. - [Donni Katzovicz](https://www.linkedin.com/in/donnikatzovicz/?ref=supporthuman.cx) joined [Rain](https://www.rain.xyz/?ref=supporthuman.cx) as Head of Support and Technical Enablement. - [Debbie Smith](https://www.linkedin.com/in/debbiecareysmith/?ref=supporthuman.cx) joined [Cursor](http://cursor.com/?ref=supporthuman.cx) as Head of Learning Experience. - [Sam Morovati](https://www.linkedin.com/in/sammorovati/?ref=supporthuman.cx) joined [GitHub](https://github.com/?ref=supporthuman.cx) as Customer Success Executive. - [Ron Dutta](https://www.linkedin.com/in/rondutta/?ref=supporthuman.cx) joined [IntouchCX](http://www.intouchcx.com/?ref=supporthuman.cx) as VP of Growth & CX. - [Amanda McInnis](https://www.linkedin.com/in/amanda-m-8b931a32/?ref=supporthuman.cx) joined [BusPlanner](http://www.busplanner.com/?ref=supporthuman.cx) as Senior Vice President, Customer Experience. - [Mark Levy](https://www.linkedin.com/in/marklevy/?ref=supporthuman.cx) joined [Intro](https://intro.co/?ref=supporthuman.cx) as a Certified Expert. - [Kalob Green](https://www.linkedin.com/in/kalob-green-7691a520a/?ref=supporthuman.cx) was promoted to Implementation Specialist at [White Cup](https://www.whitecupsolutions.com/?ref=supporthuman.cx). - [Larissa Stiglingh](https://www.linkedin.com/in/larissa-stiglingh/?ref=supporthuman.cx) was promoted to Mid-Market/Enterprise Customer Success Manager at [Remote](https://www.remote.com/?ref=supporthuman.cx). - [Neta Raz Studnitski](https://www.linkedin.com/in/neta-raz-studnitski/?ref=supporthuman.cx) was promoted to Support Operations Specialist at [Newsela](https://newsela.com/?ref=supporthuman.cx). - [Charles Ferrell III](https://www.linkedin.com/in/charlesferrell-leadershipprofessional/?ref=supporthuman.cx) earned ITIL Foundation (Version 5) from [PeopleCert](https://badges.peoplecert.org/Badge/en/2/6EEDD443-51FB-4580-8E89-CCE49153BE0E?ref=supporthuman.cx). - [Aswin Ayapparaj](https://www.linkedin.com/in/aswinayapparaj/?ref=supporthuman.cx) received the [Freshworks](https://www.freshworks.com/?ref=supporthuman.cx) Customer Champion Award for Q1 2026. ## Read, Watch, and Listen ### Read [Paresh Dave](https://www.linkedin.com/in/pareshdave/?ref=supporthuman.cx) wrote a piece titled [‘Tell Him He’s a Piece of Shit’](https://www.wired.com/story/mark-zuckerberg-meta-employee-meeting-interrupt-ai?ref=supporthuman.cx) on the poor morale at Meta (the 'him' being an exec at Meta). The opening anecdote to this story was wild and then it just gets wilder. I don’t think I’ve ever heard an executive acknowledge shitty working conditions so plainly. I’m not sure it's possible to right the ship as long as Zuckerberg is still in charge, but I’ll be watching with popcorn either way. [Afshan Kinder](https://www.linkedin.com/in/ank7555/?ref=supporthuman.cx) wrote about [integrating the right technology at the right time](https://www.icmi.com/resources/2026/how-to-integrate-the-right-technology-at-the-right-time?ref=supporthuman.cx). [Claudia R.](https://www.linkedin.com/in/claudia-r-752450151/?ref=supporthuman.cx) shared a story about a very (and probably unintentionally) funny [interaction they once had with an exec](https://www.linkedin.com/posts/claudia-r-752450151%5Fleadership-share-7480708811750559745-F0DY/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). Lara Ballard wrote about [why privacy professionals should care about post-quantum cryptography](https://iapp.org/news/a/why-privacy-professionals-should-care-about-post-quantum-cryptography?ref=supporthuman.cx)[.](https://iapp.org/news/a/why-privacy-professionals-should-care-about-post-quantum-cryptography?ref=supporthuman.cx) [Ines van Dijk](https://www.linkedin.com/in/inesvdijk/?ref=supporthuman.cx) wrote about [what happens when we take the decomposition vs deflection problem seriously](https://supportresearchlab.substack.com/p/decomposition-not-deflection)[.](https://supportresearchlab.substack.com/p/decomposition-not-deflection) This is so good. SO GOOD. I had a really hard time picking just one quote, and the final line is a mic drop. I can't wait to read Ines' paper when it comes out. [Sarah Betts](https://www.linkedin.com/in/sarah-betts-dunn/?ref=supporthuman.cx) shared [how she built a powerful network](https://www.linkedin.com/feed/update/urn:li:activity:7481071184219082752?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7481071184219082752%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx)[.](https://www.linkedin.com/feed/update/urn:li:activity:7481071184219082752?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7481071184219082752%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx) Really fantastic advice here, and I echo it. I always say the fastest way to network (which is really just getting to know people) is to just...be a person. Shoot the breeze. Talk about your favorite book/tv show/video game. Don't try to anticipate what fleeting professional thing people will be interested in at any given moment; if there's a natural opening to show your chops, take it. But otherwise just let moments breathe. Sarah also wrote a fantastic piece on why [the CSAT is not the customer,](https://buttondown.com/betts/archive/the-csat-is-not-the-customer?ref=supporthuman.cx) with an opening graphic that made me actually cackle. (Also another one where I had a tough time picking just one quote. Always a great measure of quality for me, lol.) [Jillian Bejtlich](https://www.linkedin.com/in/jillianbejtlich/?ref=supporthuman.cx) wrote about [what you promised when you first built your community](https://www.thecommunitynerd.com/p/what-you-promised-without-knowing?ref=supporthuman.cx) (even if you didn't know it). [Samantha O'Neil](https://www.linkedin.com/in/samanthagoneil/?ref=supporthuman.cx) wrote about [how she went from a chaos coordinator to thriving in a healthy job](https://www.linkedin.com/posts/samanthagoneil%5Fi-used-to-wear-chaos-coordinator-as-a-badge-share-7472356446584602625-OIx0/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). [Chrissy Sebald](https://www.linkedin.com/in/chrissysebald/?ref=supporthuman.cx) asked [whether we're making things better or worse by introducing AI.](https://www.linkedin.com/posts/chrissysebald%5Fare-you-making-things-better-or-worse-by-ugcPost-7477685758569619456-kjNV/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) Woof, I was feeling my blood pressure rise with every sentence reading this. As Brian Levine and Miles Goldstein noted in the comments on the post, much of what Chrissy described isn't new tech; there are just companies out there that don't care enough to bring old and new tech together to do the best for their customers. [Gillian Wu](https://www.linkedin.com/in/gillian-wu/?ref=supporthuman.cx) gave us [the 10 Commandments of Community Management](https://www.linkedin.com/posts/gillian-wu%5Fthe-10-commandments-of-community-management-share-7473113677911453696-Tlop/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). [Rob Dwyer](https://www.linkedin.com/in/j-robert-dwyer/?ref=supporthuman.cx) wrote about [how events like CCW provide an opportunity for anyone involved in CX to be present with members of their community](https://www.linkedin.com/pulse/customer-contact-whoa-rob-dwyer-ofvmc/?trackingId=9AvjwGJORM2e0dsrUz7OaQ%3D%3D&ref=supporthuman.cx). [James Baldwin](https://www.linkedin.com/in/baldwinjames/?ref=supporthuman.cx) wrote about [the difference between the AI you play with and the AI you bet on](https://www.linkedin.com/pulse/difference-between-ai-you-play-bet-james-baldwin-937mc/?trackingId=0T0cT587SwOD9P0fmySnVQ%3D%3D&ref=supporthuman.cx). James provides incredibly useful advice for how to get your AI tool to do what you need it to do reliably. And when I say useful, I mean real, nitty-gritty, in-depth steps for conducting effective testing. Great stuff. (Speaking of reliability, James is consistently a great resource for this kind of thing, so he's worth a follow if you're looking for real talk on AI.) [Kate Nelson](https://www.linkedin.com/in/bettercallkate/?ref=supporthuman.cx) wrote about how, often, the [most memorable customer experience is simply someone who makes you smile when you need it most](https://www.linkedin.com/feed/update/urn:li:activity:7474863957619470337/?ref=supporthuman.cx). [Dylan Bates](https://www.linkedin.com/in/dylan-bates-7babb031a/?ref=supporthuman.cx) wrote about how, when you're new to Success, [the fastest progress comes from learning the customer’s path through the product](https://www.linkedin.com/posts/dylan-bates-7babb031a%5Fwhen-youre-getting-started-in-cs-the-fastest-share-7480757430646165505-bN-U/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). ### Watch [The Table Service Podcast](https://www.youtube.com/@Table%5FService%5FPodcast?ref=supporthuman.cx) interviewed Justin Robbins about [how the real work comes after the motto](https://www.youtube.com/watch?v=ZSUqFywQF3Y&ref=supporthuman.cx). [Support Stack](https://www.youtube.com/@support-stack?ref=supporthuman.cx) talked to Dawn Perrot about [the feature that changed her role: Fin's Operator memory](https://www.youtube.com/watch?v=WEZvjmlBVYk&ref=supporthuman.cx). [Alli K.](https://www.linkedin.com/in/allisonkushner/?ref=supporthuman.cx) turned our [corporate experiences into the Oregon Trail parody we didn't know we needed](https://www.linkedin.com/posts/allisonkushner%5Fi-turned-your-corporate-experience-into-a-ugcPost-7476239074379354112-ir7P/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). [Rexxfield Investigates](https://www.youtube.com/@RexxfieldInvestigates?ref=supporthuman.cx) spoke with Dave Pilot about [how banks, law enforcement, and threat intelligence](https://www.youtube.com/watch?v=cMtDgVnHi90&ref=supporthuman.cx)[ teams fight modern scams](https://www.youtube.com/watch?v=cMtDgVnHi90&ref=supporthuman.cx). Ronnie is a friend who works in the fraud/scam prevention and response space. I especially liked this episode of his podcast given the focus on what communities can do to protect elders, families, and kids online. [Bit hot ain't it](https://www.linkedin.com/posts/tomas-budin-396116189%5Fheatwave-bit-hot-aint-it-ugcPost-7475907553802162176-Fjjb/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). ### Listen [The Supportive](https://www.helpscout.com/blog/the-supportive/?ref=supporthuman.cx) spoke with Pavel Malyshev about [his honest, insider’s view of](https://www.helpscout.com/blog/inside-ai-customer-support/?ref=supporthuman.cx)[ AI in customer support jobs](https://www.helpscout.com/blog/inside-ai-customer-support/?ref=supporthuman.cx). [Unresolved.](https://rushtoresolution.com/unresolved/?ref=supporthuman.cx)[cx](https://rushtoresolution.com/unresolved/?ref=supporthuman.cx) talked to Yvette Johns [about the development conversation that ](https://rushtoresolution.com/the-development-conversation-managers-keep-skipping-for-themselves/?ref=supporthuman.cx)[managers keep skipping for themselves](https://rushtoresolution.com/the-development-conversation-managers-keep-skipping-for-themselves/?ref=supporthuman.cx). This is such a great episode! Super entertaining, and Yvette kills it with her wisdom on developing oneself and others (she is both a clear expert and super relatable). This is unrelated, but I also really love how Brett presents each episode of the podcast—showcasing his guests and breaking down their key takeaways. It shows the care he has for his guests and his listeners. [CX Now](https://www.kustomer.com/resources/?type=podcast&ref=supporthuman.cx) talked to Neil Smith about [how elite tech support teams protect customer trust](https://www.kustomer.com/resources/podcast/elite-tech-support-teams-protect-trust/?ref=supporthuman.cx). [Crash Out With Me](https://open.spotify.com/show/0zzJxWFFBLJlsrTBPIS12H?ref=supporthuman.cx) spoke with Taryn Talley about [how hiring feels like a humiliating](https://open.spotify.com/episode/14hg0V1oafqcUxqY6xN3nr?si=aTC7I3flReKV6q7kqBG70w&nd=1&dlsi=6be3076bd8074091&ref=supporthuman.cx)[ ritual](https://open.spotify.com/episode/14hg0V1oafqcUxqY6xN3nr?si=aTC7I3flReKV6q7kqBG70w&nd=1&dlsi=6be3076bd8074091&ref=supporthuman.cx). A timely discussion given the job market CX has been experiencing. It's hard to reconcile the super shitty job search and interview experience with the fact that, anecdotally at least, I've seen hiring pick up for CX roles in the last few months. I think the driving factors are actually pretty complicated, but in an over-simplified nutshell: IMO, it's a strange combination of the terrible economy (which shifts power from workers to companies) and reality setting in about AI (it's not actually gonna replace everyone). [The Not-Boring Tech Writer](https://thenotboringtechwriter.com/?ref=supporthuman.cx) talked to Vladimir Izmalkov about [mapping your technical writing skill tree](https://thenotboringtechwriter.com/episodes/mapping-your-technical-writing-skill-tree-with-vladimir-izmalkov?ref=supporthuman.cx). They had me at "RPG-inspired skill tree." ## Upcoming Events JUL 13–14 NYC, NY The Agentic Shift: Navigating the New Human-AI Workflow Hosted by [All Tech is Human](https://alltechishuman.org/?ref=supporthuman.cx) and [Tech Ethics Lab](https://ethics.nd.edu/labs-and-centers/notre-dame-ibm-technology-ethics-lab/about-the-lab/?ref=supporthuman.cx). [Register →](https://docs.google.com/forms/d/e/1FAIpQLSdL8MtDq1rpEOjXf4NJDswj2Rv737vnW2neeMESgj0BiEEEfg/viewform?ref=supporthuman.cx) JUL 15 9am ET Agentic Customer Support Summit Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://virtual.customersuccesscollective.com/location/agenticsupport/?ref=supporthuman.cx) JUL 15 10am PT Community as Infrastructure & Office Hours That Drive Adoption Webinar hosted by [CMX by Bevy](https://events.cmxhub.com/?ref=supporthuman.cx). [Register →](https://events.cmxhub.com/events/details/cmx-cmx-hq-presents-community-as-infrastructure-amp-office-hours-that-drive-adoption-with-demario-bell-amp-alex-jorgenson/cohost-cmx-hq/?ref=supporthuman.cx) JUL 15 3pm ET, NYC, NY Quantum Frontiers & Responsible AI: A Global Dialogue on Emerging Technologies Hosted by [All Tech is Human](https://alltechishuman.org/?ref=supporthuman.cx). [Register →](https://luma.com/k22qnex8?ref=supporthuman.cx) JUL 16 10am PT How to Transition Into Responsible Tech: Career Pivot Focus Webinar hosted by [All Tech is Human](https://alltechishuman.org/?ref=supporthuman.cx). [Register →](https://events.zoom.us/ev/AuyR1YLJ6Nse2xX1Zh6agfEBynUfp02KIv5DJhojBLXCTsAPwGM0~Av04rTBGp8ldy1Vjgb5guxMLthdgpereMFKvj4eP8hU9twYJTvewNh2mRA?ref=supporthuman.cx) JUL 16 10am PT How customer success can define, achieve, and prove value Webinar hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.customersuccesscollective.com/the-tug-of-war-between-sales-and-cs/?ref=supporthuman.cx) JUL 20–22 Hyatt Regency, San Francisco, CA TrustCon 2026 Hosted by [TSPA](https://www.tspa.org/?ref=supporthuman.cx). [Call for proposals open now →](https://www.trustcon.net/event/e84021f0-8799-4d09-bff2-2cd33b14fe22/call-for-proposals?ref=supporthuman.cx) JUL 21 9am PT Community and AI: A Fireside Chat Hosted by [CMX by Bevy](https://events.cmxhub.com/?ref=supporthuman.cx). [Register →](https://events.cmxhub.com/events/details/cmx-denver-presents-community-and-ai-a-fireside-chat-with-richard-millington/cohost-cmx-hq/?ref=supporthuman.cx) JUL 21 12pm ET Scaling CS with AI and automation Webinar hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://www.customersuccesscollective.com/scaling-cs-with-ai-and-automation-customer-success-labs/?ref=supporthuman.cx) JUL 30 11am ET The Neurodiversity Gap in Experience Design Webinar hosted by [CXPA](https://www.cxpaglobal.org/?ref=supporthuman.cx). [Tickets →](https://portal.cxpaglobal.org/integratedEvents/home/CXPA-WEBINAR-THE-NEURODIVERSITY-GAP-IN-EXPERIENCE-DESIGN?ref=supporthuman.cx) ![Ashleigh Early - Sales Leader, Cheerleader and Champion... posted on LinkedIN a GIF of soccer player Erling Haaland sighing heavily during a FIFA World Cup game with the caption "How your email finds me."](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/C1226BA4-5839-4D42-B754-1367ACB9F356_1_201_a.jpeg) 1. In what is perhaps the speediest acquisition ever, Salesforce reported completing the acquisition of m3ter on July 1. 2. Or at least it was as of 2023\. I had trouble finding a more recent, reliable source for which LLM models are powering its products now, so just be aware it might have changed since then. ### Best of Bad Job Bingo: AI Dystopia Edition URL: https://supporthuman.cx/p/best-of-bad-job-bingo-ai-dystopia-edition/ Last updated: 2026-10-02T18:17:07.000Z Still off this week (although I should be back next week), so we’ve got a Best Of issue today. Enjoy this look back at some of the most infamous AI jobs that have gone through Bad Job Bingo (and this is only Part 1!). ## **Get Hired** **Steph’s note: since this is a *Best of* collection, it’s safe to assume all of the jobs here will be closed.** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Support Engineer](https://coactive.ai/company?ref=supporthuman.cx) Coactive · $186k-$220k · Hybrid, US-San Francisco, San Jose, CA Genuinely one of the most diverse companies I've seen so far. And the rare case where a company claims diversity as a value and seems to be backing that up with their hiring. Cool! Whew, this is too real: > We have the scars from building and working with the first generation of modern machine learning systems at Google, Meta, Pinterest, eBay, Lyft, and other leading organizations. Since this is a founding role (something they emphasize a surprising amount) and the duties themselves have a distinct leadership flavor, I feel like the title should be a little more senior, but the pay is excellent for this kind of role. Also, I don't think I've ever seen a support engineer described as being a mentor for other teams and I'm digging the spirit: > Be the resident support expert and mentor for engineering and Go-To-Market teams I really like that they included this: > Shape best practices and company culture as we grow Normally I'd count mentions of A-players (on the Careers page) and "Previous experience in a fast-paced startup environment is a plus" as flags, but overall I think they've done such a good job of conveying their company culture and values and describing this role that I don't think these things are a big deal. I think we have another Green Means Go on our hands! Yes, It's AI. I'm as surprised as you. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Community Lead](https://jobs.ashbyhq.com/moonvalley-ai?ref=supporthuman.cx) Moonvalley · $150k-$260k · Hybrid, US-Los Angeles or San Francisco, CA > Powered by Marey: The generative video model trained from scratch entirely on fully-licensed data You know, if I have to co-exist with AI nonsense, at least it's licensed nonsense? (Total aside: their vision for generative video is worth a read.) No real Careers page, just a list of jobs on Ashby. > Through technical workshops, community initiatives, and close collaboration with filmmakers and studios, you'll help shape an AI filmmaking future that pushes creative boundaries while respecting the work and rights of artists everywhere. It's probably a little pathetic how easy it is to get me on your side as an AI company. Oh, you're doing the bare minimum? WOULD YOU LIKE A COOKIE? > Natural mentor and charismatic leader with ability to identify, nurture, and spotlight a diverse range of talent wherever you find it Y'all know what I'm going to say here – real, positive leadership and mentorship require skill and knowledge beyond what natural ability can provide, and some (if not, in my experience, most) people will actually do more harm than good when they rely on charisma to get them through working with communities. > In our team, we approach our work with the dedication similar to Olympic athletes. Anticipate occasional late nights and weekends dedicated to our mission. We understand this level of commitment may not suit everyone, and we openly communicate this expectation. I don't like it, but they're being upfront and honest about their expectations, which is a green flag. $150K – $260K would be a great salary for a remote Community Lead role, but this position is hybrid in Los Angeles or San Francisco, so I'm on the fence considering the cost of living in these areas. And that's assuming it actually is hybrid, and not one of those 4-days-in-the-office, 1-day-at-home deals. I'm going to put this in **Eh, It's Probably Fine**, with the caveat that I think candidates should 1) make sure it really is hybrid and 2) try to push for the high side of this range during the interview process. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Customer Success Manager](https://www.doctronic.ai/careers/?ref=supporthuman.cx) Doctronic · $110k-$150k · Hybrid, US-NYC, NY I'm going to preface this by saying that, although I'm going to give you my opinion (as I always do), I like to reiterate periodically that what I think about a company or its mission doesn't really matter. The only thing that matters is what *you* think of the company and its mission, and whether its values align with yours, and you don't need to explain or defend that to anyone but yourself. So, having said that: I'm really, really torn on this company. On the one hand, we are born into a capitalist hellscape where our health largely depends on our skin color, our economic class, and our ability to purchase more time to live (but mostly work) from a system designed to ensure that we're always somehow in debt to it. If at any point that debt exceeds our purchasing power, the choice is to beg others to give us some of *their* purchasing power or, you know, die. We could solve this by prioritizing our inalienable right to life and devoting our national resources to securing that right through universal healthcare, but I'm lolsobbing just writing that, so yeah. Instead, if AI must exist, isn't this the kind of thing it should be used for, even if using it to improve our health comes with its own environmental trade-offs and moral complexities? On the other hand: it's fucking AI. Can we really trust anything it comes up with? And even if we could, should we be sinking literally billions of dollars into something that's not actually meant to enrich our lives, even in this context, but the bank accounts of the people who insist on building it instead of investing that money in real things that would impact real humans? A real quandary. Let's play Bad Job Bingo, I'm sure that will solve everything. Regardless of...all of that, Doctronic positions itself as "the first AI legally authorized to practice medicine," which already concerns me. As far as I can tell, this is not so much untrue as it is misleading. Doctronic's program was approved in late 2025 under [a program in Utah](https://www.doctronic.ai/resource-center/?ref=supporthuman.cx) that "can temporarily waive certain professional licensure and scope-of-practice laws to test innovative programs under close supervision." So I personally wouldn't consider it "legally authorized to practice medicine" so much as temporarily approved to test its capabilities in the healthcare space in 1 U.S. state out of 50. This is an important distinction, and I don't love that they caved to easy marketing, knowing that people in vulnerable health are not going to stop to locate the FAQ page and then scroll 40 questions deep to check this information. But let's check the job listing - maybe everything else is on the up and up. > We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not. I need to point out this framing: notice they don't say, "You'll ensure patients et al are being treated appropriately," or "You'll ensure that patients et al are not being harmed by our AI." It's: "You'll ensure patients et al are getting value" because they're concerned only with money and whether patients will come back to give them more of it. > Report on customer health trends to leadership, translating data into actionable insights. Advocate for customer needs in product planning and prioritization discussions. Someone's health is not a product. That they're treating it like one is a big, big problem. Again, aside from...all of that, I'm concerned that some of the job duties are misaligned with the title, and the pay is just *okay* for a hybrid role in NYC. I am...let's say disquieted by this company, but the job itself is at worst a **Tread Carefully**. But truly, friends. Tread carefully with this one. ## **BINGO** *Welp.* #### [Director of Technical Solutions](https://cresta.com/about/?ref=supporthuman.cx) Cresta · No comp given · Remote, US Some of their values are interesting – perfectly fine in the right hands, dangerous in the wrong hands. Specifically, these two: > Do Too Much - We believe that extraordinary achievements require extraordinary effort, talent, and dedication in addition to a great team and strong vision. We embrace hard work and go above and beyond, knowing that doing "too much" may be exactly what it takes to succeed. > Have the Courage to Be Disliked - We embrace the discomfort of truth over the comfort of approval. We challenge the status quo, voice uncomfortable truths, and make tough decisions, knowing that avoiding conflict for the sake of popularity leads to stagnation and mediocrity. This doesn’t give us the right to be jerks to one another, but encourages us to use our voice for the betterment of the business. > Mission - We believe in the power of AI as an enabling tool to democratize expertise. — This is something you really need to define because "democratize expertise" sure sounds like "steal labor so that I don't have to pay people a fair wage," doesn't it? > A+ Team - Our team consists of a majority of ex-Founders, world leading scientists and nationally competitive athletes. — Okay? If you care about "democratizing expertise," why would any of that be something you're impressed by? I'd like to point out that the Why We Work Here section contains no actual information about the tangible benefits of working at Cresta (such as health insurance, time off, compensation package, etc.). I smell bullshit! > Cresta's co-founder and chairman is Sebastian Thrun, the genius behind — So humble. (And also very funny – we must appreciate this one dude's "genius" while assuming everyone else must be okay with "democratizing expertise." Cool.) > Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI — Because Google is known for its excellent customer service? > Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. \[...\] Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax — ...because companies like *Intuit* and *Cox* are known for their excellent customer service? > Join us on this thrilling journey to revolutionize the workforce with AI. — No thanks, I'm good. > This role requires a visionary leader — This job description is exhausting. > Compensation for this position includes a base salary, equity, and a variety of benefits. — Gee, what incredibly useful information about salary. I'm overcome by their transparency. > Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. — HA. Now *there's* some useful info – "we'll probably just pay you the minimum required by local law." I'm putting this in **BINGO** purely for how insufferable this company sounds. **Note:** There are a few other CX roles open at this company, including some Customer Success roles and an Implementation Manager. #### [Customer Success Manager, Public Sector](https://tadaweb.com/careers/?ref=supporthuman.cx) Tadaweb · "Competitive," not given · Remote, US The "RISE OF THE HUMAN MACHINE" plastered across their home page isn't alarming at all. O\_O > Multicultural from the very beginning and inclusive. Tadaweb is open to all types of mindsets, beliefs, languages and orientations. We’re proud to respect people of all ages and ideas, bringing more value to our spaces and products. Oooooh boy. Y'all, the Company Careers page BINGOed before I even got to the job description, which actually looks fairly normal (if only available on LinkedIn). Not that I think y'all are doing this, but if anyone is, this is a really good example of why you can't just apply to a role based on a job listing alone. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Manager, Trust and Safety](https://scale.com/careers?ref=supporthuman.cx) Scale · $165k-$198k · On-site, US-San Francisco, Seattle, New York DANGER WILL ROBINSON DANGER From their Careers page: *The age of AI is here. Generative AI has the potential to unseat incumbents, catapult new leaders, or solidify existing moats.* – What a perfectly normal way to introduce your AI company. Speaking of Careers pages, Scale's needs some work. They repeat whole paragraphs and talk about "Parental Support" without explaining what parental leave or other policies they actually have. Given how much they're hiring, you'd think someone would have noticed the problems before now. > We are growing operations rapidly, on-boarding new customers, and launching products all the time. This raises new strategic questions we need to answer as well as tactical challenges we need to overcome. My friends. As a CX leader (which has almost always included T&S risk assessment / mitigation), I advise you to think very carefully before working in Trust & Safety for a company that routinely launches products before they've fully considered the risks and tactical challenges involved with said products. Think about the battle you'd be fighting daily, which you'd constantly be fighting uphill, and THEN CONSIDER THAT THOSE PRODUCTS INVOLVE GENERATIVE AI. (See [the main story for this issue](https://supporthuman.cx/p/danger-will-robinson-danger/), ye gads.) > The blend of operations, process improvement, and cross-functional leadership make this a unique and exciting role that will provide an opportunity to work with multiple teams across the company and around the globe. Okay, so why the hell is this role only at the manager level, then? The requirements section is too long to quote here, but it is a fucking mess: unnecessary elitism, poorly written and repeated requirements, and requirements that are wildly misaligned with the job title. Dare I say that I think this job description might have been written by AI? #### [Manager of Technical Support](https://jobs.ashbyhq.com/siena?ref=supporthuman.cx) Siena · "Competitive," not given · Remote, Certain Cities/States/Countries Okay, I am...very not objective about this company. I am actively hostile to the product and the way Siena markets it: simulated chat conversations on their homepage in which they are clearly encouraging companies to deceive customers into thinking they're talking to humans and not bots and intentionally and repeatedly positioning their product as a replacement for human support agents. So it is galling – to say the least – to see Siena hiring human support for their product when they're happy enough for it to fuel an exaggerated AI craze that's led to a CX employment crisis everywhere else. The words *irony* and *hypocrisy* come to mind. Thus it is unsurprising that Siena has no Careers page to speak of, just a list of their job openings. Why worry about being candidate-first? I'm sure there's an AI for that. > making a real impact in automating agentic workflows Making up words in addition to making up "humans.” > join us on our mission to revolutionize customer experience through empathetic AI *starts box-breathing exercises* > We're direct and honest: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully. Does that include being honest with customers when they're talking to a chatbot and not a human? > As Manager of Technical Support, you will be responsible for managing the technical support team within our customer success organization. What technical support team? I thought you have Siena for that. Is this position just bossing the bot around? > In this player/coach role, you will help to deliver world class support to our global customer base. Ooohhh, so Siena's good enough for other people's customers, but not to deliver "world-class support" for your customers. Got it. (Shall we infer that "world-class support" means "support actually delivered by humans?") > We're a startup. We can't offer you fancy offices or extra perks. But here's what we can offer How about, I don't know, JUST REAL FUCKING BENEFITS. Who (oh, who am I kidding, what) wrote this? Have y'all dove so far into the AI Kool-Aid that you can't even remember that a real person will be in this job and need little things like healthcare and dental? WHAT IS THE MATTER WITH YOU. > At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. I can't, y'all. Snark overload. I CANNOT. There's also a Customer Success Manager role open at this company but I absolutely refuse to subject myself to more of this nonsense. (I should note that I don't begrudge the humans who work here. People need jobs. That's kind of the whole basis for my beef with Siena.) #### [Senior Customer Success Manager](https://autone.io/career/?ref=supporthuman.cx) Autone · No comp given · Unknown, US-NY Maybe? > We value sharp minds and strong initiative. Y'all, I'm tired. Enter joke here illustrating the absurdity of wasting space saying uninsightful, useless shit like this on Career pages. > We tackle real problems. Do you? Do you really? As opposed to all those fake problems experienced by non-inventory management companies? Y'all have got to stop letting your marketing interns write your Careers pages. > We’re not just about enhancing productivity, we’re about enhancing lives. Oh, for fuck's sake. > We’re not just filling roles; we’re fueling a movement. This Careers page is killing me. Literally, I can feel the website sending free radicals directly through my eyeballs and into my bloodstream. Like 5G. That's how that works, right? Oh god, is it over? IS IT FINALLY OVER? AM I FREE? Oh, there's still a whole job description. Ugh. > Autone is an AI-powered inventory optimisation platform Well, at least that explains everything. I'll take "What job description was written by AI?" for one billion dollars, Alex. No compensation, no mentions of benefits anywhere, no idea if it's onsite or remote, and the location is just "Usa, New York Office." Honestly, I'm not even convinced this is a real company. I'm gonna say Seriously, Maybe Don't. #### [Customer Success Manager](https://jobs.ashbyhq.com/bland-ai?ref=supporthuman.cx) Bland AI · $140k-$170k · Onsite, US-San Francisco, CA Wow, what a thing to name your company. Although I just know there was a conversation at some point where someone advised, "Just name it Bland AI! It'll seem less threatening!" Unfortunately, the branding doesn't work. This product seems like a nightmare. > 02 Customer Support - Bland always has a great attitude, a perfect memory, and infinite patience. Never make customers wait on hold or deal with a b attitude again. 1) I'm trying to come up with a response to this that isn't just telling them to go fuck themselves, but I can't. So this is me *not* telling them to go fuck themselves. 2) Maybe don't have AI make your website without review. 3) These guys are definitely going to require attention to detail, aren't they? > We are a start-up, and we need people who understand what that means. Sure. What does that mean, Bland AI? > We aren't a super traditional team, but we are an extremely effective one. We love unique backgrounds, hardworkers, and intelligent people who take pride in everything they do. They really are bland if they can't come up with something better than "we don't want witless malingerers." > You pay attention to small details Bland *and* predictable. > If you don't have the perfect experience that is fine! We're a bunch of drop-outs and hackers Because a bunch of drop-outs is who you want in control of an AI voice product that can be used to do little things like influence elections and defraud people. > Working at a start-up is really hard. Where's that "Startups are hard!" Barbie when you need her? > We work a lot and we figure things out on the fly. I get that this is BJB, and we're talking about jobs and hiring. I do. I really do. But I just--okay, I need a moment. For just this minute, can we stop and acknowledge that this is a perfect example of everything that is often wrong with Tech in general and how we approach AI specifically? Can we just acknowledge that generative AI is really fucking dangerous even in the hands of incredibly educated and careful people and that maybe it is recklessly, unforgivably irresponsible to allow 20-somethings who appear to have no professional experience before 2022 to be in charge of AI products that could destabilize democracies? COULD WE MAYBE JUST ACKNOWLEDGE THAT FOR A MILLISECOND OH MY FUCKING GOD– I'm back. I'm fine. Everything's fine. I'm putting this in Seriously, Maybe Don't purely because of how fucking terrifying it is. #### [Founding Ops](https://terac.com/careers?ref=supporthuman.cx) Terac · No comp given · Onsite, San Francisco, California, United States Another one that was reader-submitted. Thanks! > Come build the search engine for human opinion. I can literally go on any website right now and find someone's dumb opinion. You're reading my dumb opinion right now. Why are we doing this. > $9M Funding The internet was a mistake. > From Terac's inception, we've been fascinated by a single idea: as agent-run companies emerge, they won't need employees, but they will still need people. Today, humans do most of the world's work with the help of AI. In a not so distant future, AI will do most work with the help of humans. Terac is the labor marketplace that will power this post-AGI future. Please mercy-kill me before this future arrives, thanks. > What We Do Today: We are an expert network powering frontier research by building the infrastructure layer that makes human labor accessible on-demand. Companies integrate with us via API to access our wide array of research-grade experts. We handle recruitment, verification, screening, and payouts so our partners can focus on building their products. 1) What the everloving fuck does this even mean, and 2) This is just nine raccoons in a trenchcoat [like those guys at ](https://restofworld.org/2025/builderai-ai-apps-downfall/?ref=supporthuman.cx)[Builder.ai](https://builder.ai/?ref=supporthuman.cx), isn't it? > Where We're Going: Over the course of human history, jobs have only become shorter and shorter term. In the stone age, you hunted or gathered your whole life. In the industrial era, you worked at one factory for 30 years. Now, on platforms like Uber, people take on dozens of micro-jobs per day. We believe this trend will continue and the need for AI-driven labor marketplaces will only grow. I hate this so much, I don't have anything funny to say. > How We Work: We're building something that matters. These are the principles that guide us. This is fucking exhausting. I might need that mercy killing a little sooner. Their "values" are as boilerplate and shallow as you'd expect them to be, so I'm just skipping them. > Terac helps teams reach faster research breakthroughs through our marketplace of verified experts. We are building agents to recruit, verify, and match 10,000s experts with 100s of research opportunities. We work with leading enterprises and are backed by top investors. Is this company even AI? WHAT DOES THIS FUCKING MEAN > We're looking for a founding operator to partner directly with the CEO to shape and scale the company’s core functions. You will work on the highest-priority problems in the company including managing customer relationships, building out the founding team, and ensuring nothing falls through the cracks. You're someone who thrives in ambiguity, has exceptional judgment, and can context-switch between strategic planning, tactical execution, and people operations. I don't think they have any better idea of what Ops is supposed to do than they do about what their product actually is. > Coordinate the delivery of our highest-value projects . *Work with the CEO to drive important business decisions. Oversee and orchestrate the work of 10,000s of experts on our platform* — 🎶 One of these things is not like the others, one of these things just doesn't belong 🎶 > Work with our team six days a week in our San Francisco headquarters I'm sorry what > Background in consulting, finance, startups, or other operationally intense environments. — “ You can be as clueless as us, it's fine." *\--* Terac, probably > Comp - In-office six days per week Is this supposed to be a benefit? I- This is just so very, deeply stupid. $9 million, guys. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/may_god_have_mercy_on_your_soul.gif) ### From the Archives: Danger, Will Robinson, Danger! URL: https://supporthuman.cx/p/from-the-archives-danger-will-robinson-danger/ Last updated: 2026-08-08T02:20:51.000Z Hello friends! ‘Tis I, your very tired Support Human. I sat down to finish up the *Roundup* today, and realized that between finishing my old job and starting a new one, I just didn’t have it in me to do this to the standard I try to meet with every issue. So, instead, we’re doing a clips episode this week (and probably next week too, for reasons). Not to worry, if you’ve sent in items for the *Roundup* (hi new folks!), it’ll be in the next fresh issue. I picked this feature from February 2024 because, like my fatigue, it seems to be a perennial complaint. Our concerns about AI have collectively expanded over the years, but the core ones haven’t: companies are still hellbent on employing AI wherever and whenever they can and eeking every cent from it they can, and damn the collateral damage or consequences that result from their recklessness. If anything, the industry has gotten more reckless as reality has set in: AI companies are playing the worst game of musical chairs ever. Most of them will be standing when the music stops, and they know that. What they don’t know is how long the music is gonna play, so they’re all racing for whatever chairs are left. If they’re not going to be responsible (and they won’t), it’s up to us (and isn’t it always?). So, without further ado: A few weeks ago, shipping and delivery company [Dynamic Parcel Distribution](https://www.dpd.com/be/en/?ref=supporthuman.cx) had to disable part of its AI chatbot [Ruby](https://www.dpd.com/be/en/news/meet-ruby-dpd-s-self-learning-chatbot/?ref=supporthuman.cx) after [a customer got so frustrated](https://x.com/ashbeauchamp/status/1748034519104450874?s=20&ref=supporthuman.cx) with its inability to help him locate a package or contact support that he convinced the chatbot to [insult its own company through, among other things, poetry](https://www.theguardian.com/technology/2024/jan/20/dpd-ai-chatbot-swears-calls-itself-useless-and-criticises-firm?ref=supporthuman.cx). The incident is reminiscent of a conversation from late last year in which a [customer](https://x.com/ChrisJBakke/status/1736533308849443121?s=20&ref=supporthuman.cx) managed to manipulate a Chevrolet dealership’s ChatGPT-powered chatbot [into agreeing to sell him a 2024 Tahoe for $1.00](https://gizmodo.com/ai-chevy-dealership-chatgpt-bot-customer-service-fail-1851111825?ref=supporthuman.cx), with the chatbot declaring, “That’s a deal, and that’s a legally binding offer - no takesies backsies.” And sure, these seem like funny, relatively harmless examples of what can happen when companies don’t show enough care in implementing customer-facing generative AI. Except generative AI itself isn’t harmless regardless of its application, something that’s been especially driven home in the last few weeks: - **On January 22nd, a robocall** [**using AI-generated audio of President Biden**](https://www.nbcnews.com/politics/2024-election/fake-joe-biden-robocall-tells-new-hampshire-democrats-not-vote-tuesday-rcna134984?ref=supporthuman.cx) **instructed Democrats in New Hampshire not to vote in the presidential primary.** This prompted Federal Communications Commission (FCC) Chairwoman Jessica Rosenworcel [to propose the FCC vote](https://www.fcc.gov/document/fcc-chairwoman-make-ai-voice-generated-robocalls-illegal?ref=supporthuman.cx) on recognizing AI-generated voices as “‘artificial’ voices under the Telephone Consumer Protection Act (TCPA), which would make voice cloning technology used in common robocall scams targeting consumers illegal.” - **Last week,** [**abusive, AI-created pornographic images of Taylor Swift**](https://www.404media.co/ai-generated-taylor-swift-porn-twitter/?ref=supporthuman.cx) **spread from a Telegram group dedicated to creating nonconsensual porn of women to 4chan and then to Twitter**,forcing Swift fans to flood the platform with “Protect Taylor Swift” tweets in an effort to drown the offensive images out of search results. - **IBM’s Chenta Lee revealed** [**that he and his team were able to silently hijack a live conversation**](https://securityintelligence.com/posts/using-generative-ai-distort-live-audio-transactions/?ref=supporthuman.cx) **and use AI-generated voices to replace banking information** being exchanged between two people over the phone, something that has serious implications for customer support teams in practically every industry. Generative AI has been an incredibly popular topic in every Tech and CX Slack community in which I’ve been a member since OpenAI introduced ChatGPT. Every conference I’ve attended for the last year has had at least one – but often more – panel or presentation about how generative AI is going to change the CX landscape. Everyinterview or consultation I’ve had with a tech company executive team – without fail! – has involved talking about implementing generative AI in customer support in some capacity in order to remain competitive. And it’s not like we haven’t discussed the negatives of generative AI. We’ve talked a lot about the risks that AI hallucinations or poor training and implementation pose to the customer experience and the threat AI poses to CX jobs, and for good reason. But these generative AI incidents have highlighted for me how much we’ve been focused on keeping up with the speed of AI’s evolution and using it to our businesses’ advantage; in the process, I think we’ve missed some alarms. [As Lee said](https://securityintelligence.com/posts/using-generative-ai-distort-live-audio-transactions/?ref=supporthuman.cx) in his report: > While the proliferation of use cases for LLMs marks a new era of AI, we must be mindful that new technologies come with new risks, and we cannot afford to rush headlong into this journey. Risks already exist today that could serve as an attack surface for this \[Proof of Concept\]. \[...\] Generative AI beholds many unknowns, and as we’ve said before it is incumbent on the broader community to collectively work toward unfolding the true size of this attack surface — for us to better prepare for and defend against it. He’s right. There are questions that the CX community can and should collectively ask and start trying to answer, like: - What trust, safety, and security risks are going to emerge in the customer service space as generative AI continues to evolve? - How do we prevent bad actors from using AI chatbots and other customer-facing AI products as attack vectors? - How do we detect and combat bad actors who are using generative AI and deepfakes to hijack customer service interactions? - How do we moderate our communities for and protect our users and employees from abuse created using generative AI? Above all, though, I’d like to make a wider call for an end to keeping up and the start of slowing down when it comes to AI in general. I review a job from AI company Scale later in this issue, and (spoiler alert) it does not fair well, partially because of the company’s mission and partially because of how that mission ultimately affects the advertised role. Scale’s mission reads, in part: > [Our mission](https://scale.com/about?ref=supporthuman.cx) is to accelerate the development of AI applications. Better data leads to more performant models. Performant models lead to faster deployment. Which results in a trust and safety role being introduced like this: > We are growing operations rapidly, on-boarding new customers, and launching products all the time. This raises new strategic questions we need to answer as well as tactical challenges we need to overcome. This approach – one of developing AI technology as quickly as possible and then expecting your trust and safety team to somehow mitigate its risks after the fact – seems like a prime example of rushing headlong into a journey we don’t really understand and aren’t really prepared for. I wish I could say Scale is alone in this strategy, but it’s not. We all have stories of company leadership teams forging ahead with ill-advised AI implementations, which is how you get chatbots cheerfully selling brand-new Chevy Tahoes for a dollar or composing haikus about how useless they are. And lest this newsletter be besieged with stalwart techno-optimists and bad-faith actors arguing that I just don’t understand AI or that AI will somehow solve the problems of its own existence without human intervention, let me direct you to a paper I read ages ago called [*If It’s Neutral, It’s Not Technology*](https://www.jstor.org/stable/44429982?seq=1&ref=supporthuman.cx). I recommend reading the whole article (it’s not long, and it’s free), but if nothing else, read this: > \[No\] one is arguing that technology is in charge, except to the extent that we willingly surrender control to the technological imperative, and find ourselves in a trap of our own making. And it is hubris to imagine that we are entirely in control of our circumstances, whether individually or collectively. We introduce new technologies into our social systems, and we cannot fully predict or anticipate the effects that the changes will bring about. We exist in a dynamic relationship with our technologies, and they feed back into us, and altering us. As John Culkin (1967) put it, "we shape our tools and thereafter they shape us." > > We are neither fully in control nor fully out of control; we function in the gray area in-between. And if there is to be any hope of improving our locus of control over our technology, it requires the cultivation of a reflective and critical approach to human invention and innovation, a willingness to question the necessity of a given innovation, to ask what the cost might be and whether it might outweigh the benefit, and to keep in mind that we will not be able to anticipate all of the effects stemming from its introduction. To wrap this up, I know I’m preaching to the choir here. But I think it’s worth saying for anyone tuning in who isn’t yet convinced. Generative AI isn’t neutral, nor is it entirely good or entirely bad. And, as every pundit from here to Mars has proclaimed, it’s certainly not going away. But just because it’s not going away doesn’t mean we should mindlessly hurry it along in the name of progress, giving up all hope of shaping it for the better. I would argue that we have a duty to our customers to enable the good and mitigate the bad, and this is our opportunity to do that. Our metaphorical Robot is sounding the alarm: *Danger, Will Robinson, Danger!* It’d be cool if we listened. ![K.B. Spangler @kbspangler.com We turned away from the light when we invented a way to go online without the computer screaming in warning.](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_2883.jpg) ### Robotics Technical Support Specialist URL: https://supporthuman.cx/jobs/robotics-technical-support-specialist/ Last updated: 2026-08-07T22:06:17.000Z ## [Standard Bots](https://standardbots.com/careers?ref=supporthuman.cx) | $80,000 - $120,000 **Steph's Notes:** I know, I know, this is *yet another* AI company, but this one has robots! And okay, their Careers page is kind of hokey, but hokey is a significant step up from some of the jobs I've rated today. It's robots, y'all. Let me have this. > *At Standard Bots, we're revolutionizing real-world automation by making robotic systems accessible to everyone.* I expect my $0.05 paid promptly via cashier's check. > *Provide technical support to customers via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots* Would I get my own personal robot for testing? It's not a dealbreaker, but. I'd like a robot. > *Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation* I'm just saying, I'd figure out all the best practices if I had a robot. > *Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service* You know the best way to write and maintain excellent KBs? Through hands-on experience with the product. Please can I have a robot. > *Organized and able to manage multiple open support tickets simultaneously without dropping the ball* I could teach the robot to play ball with me! > *The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level.* I'm putting this in **Eh, It's Probably Fine** because I really like this bit, not because I want to get on your company's good side or anything. (But you should definitely send me a robot.) [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Robotics Technical Support Specialist](https://jobs.ashbyhq.com/StandardBots/5d49c4d1-3127-4e2b-9da5-ca1ea6c8e5af?ref=supporthuman.cx) At Standard Bots, we're revolutionizing real-world automation by making robotic systems accessible to everyone. Our AI-powered platform enables robots to tackle unprecedented challenges through an intuitive instruction interface, bringing the power of software automation to physical spaces. **What you'll do** - Provide technical support to customers via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots - Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation - Collaborate with engineering, product, and field service teams to escalate complex issues and ensure timely resolution - Document technical issues, solutions, and customer interactions in our CRM system (HubSpot or similar) - Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service - Identify patterns in support requests and surface actionable feedback to product and engineering teams for continuous improvement - Own ticket management processes and proactively recommend improvements where inefficiencies exist - Meet or exceed support KPIs including response time, resolution time, and customer satisfaction **Basic Qualifications:** - Associate degree or higher in engineering, computer science, robotics, mechatronics, or a related technical field - 2+ years of experience in technical support, field service, or a related role in robotics, automation, or technology - Proven troubleshooting skills with mechanical, electrical, or software systems - Understanding of industrial automation concepts, manufacturing processes, or robotics fundamentals - Ability to explain complex technical concepts clearly to non-technical audiences — in writing and in conversation - Organized and able to manage multiple open support tickets simultaneously without dropping the ball - Are willing to travel occasionally (up to 25%) for training, customer support visits, or team events **Preferred Qualifications:** - Working understanding of networking, protocols, and device connectivity - Experience with collaborative robots (cobots) or industrial robot programming - Understanding of machine vision, sensors, or end effectors - Understanding of Python, C++, ROS, or similar languages and have experience with Linux/Ubuntu operating systems **Compensation and Benefits:** The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level. Base salary is just one part of the overall compensation at Standard Bots. All Full-Time Employees are eligible for Employee Stock Options. We also offer a package of benefits including paid time off, medical/dental/vision insurance, life insurance, disability insurance, and 401(k) to regular full-time employees. [Apply for this job →](https://jobs.ashbyhq.com/StandardBots/5d49c4d1-3127-4e2b-9da5-ca1ea6c8e5af/application?ref=supporthuman.cx) ### Product Specialist - Electrical URL: https://supporthuman.cx/jobs/product-specialist-electrical/ Last updated: 2026-08-08T00:05:39.000Z Location: New York City ## [Endra](https://www.endra.ai/careers?ref=supporthuman.cx) | $150,000 - $200,000 **Steph's Notes:** Endra is yet another AI company, this time for MEP Engineering. Endra's website is frankly unsettling; when you open the home page, you land in the dark empty corridor of an office building (and when I say dark, I mean the floor, the walls, the chairs are all black) and then as you scroll down you pan out of the corridor, out of the office building model, and behind two people staring expressionlessly and motionlessly at a computer screen. Like, they set that dystopian tone *early*. Then we move into a promotional video (for a product that doesn't even seem to be out yet?) that is higher production quality than some blockbuster films. I know this has nothing to do with BJB and jobs, but can I just say this: AI companies have too much fucking money. People are sleeping in their cars and kids are starving without access to school lunches here in the richest fucking country on Earth and yet AI companies are out here paying for fucking Netflix documentaries about products that may not even fucking exist and AI COMPANIES HAVE TOO MUCH FUCKING MONEY. Anyway. Bad Job Bingo. > *How we think and work: Top tier, only - A-players enjoy working with other A-players.* Does the A stand for asshole? > *You aren’t just "support"* Again with this fundamental disrespect for the function. > *you are a product expert, a teacher, and a critical feedback loop for our engineering team.* THOSE ARE ALL THINGS THAT DESCRIBE SUPPORT. > *You thrive in high-velocity environments and enjoy working alongside other top-tier talent.* It's fitting that this is AI for mechanical, electrical, and plumbing engineering because this company comes across like a whole drawer full of tools. I have no problem justifying this rating: **Seriously, Maybe Don't**. [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Product Specialist - Electrical](https://jobs.ashbyhq.com/Endra/c71b6071-de83-4e7f-83b6-8b44782b946d?ref=supporthuman.cx) At Endra, our vision is to produce software of exceptional quality. Attaining this standard requires both talent and ownership. We seek individuals who care deeply about the quality of the software we deliver, whether their focus is engineering, design, support, or sales. As a **Product Specialist**, you are the bridge between our vision and the engineers who use it. You will own the technical success of our customers, from the final stages of the sales pitch through to full-scale adoption. You aren’t just "support" you are a product expert, a teacher, and a critical feedback loop for our engineering team. **What you’ll do** - Partner in the pitch. Join the GTM team on discovery and technical calls to work through complex requirements and show off what makes **Endra** so special. - Own the transition from sales to success with white glove precision. You’ll lead pre-kick-off sessions with decision makers to align on goals and ensure the platform is configured perfectly for their needs. - Conduct deep-dive training sessions and demos (on-site and online) for super users, ensuring they have the tools and knowledge to become champions within their domains. Empower and guide users to roll out **Endra** into the wider organization. - Closely monitor customer activity during the critical first 0-90 days. You’ll lead bi-weekly training sessions to resolve "how-to" questions and ensure users are working lightning fast. - Collaborate closely with our product engineers to translate customer feedback into tangible insights for the product roadmap, ensuring these insights drive concrete product improvements. You will be a key stakeholder for the product organization, significantly influencing the product roadmap. - Provide sustained support and consultation to ensure long-term customer success and value realization. - Collaborate with the GTM and Marketing team to identify and capitalize on opportunities for up-sell and cross-sell. **Who you are** - Strong understanding of end-to-end electrical design workflows, from concept through permit and construction documents. - 5+ years of electrical engineering experience in a top-tier firm. - Expert-level proficiency in Revit for large complex electrical systems. - Deep ownership. You understand your problem domain and take full responsibility for the customer’s journey. - You can speak the language of AEC engineering and technical architecture while maintaining a human-first, intuitive approach to communication. - No bullshit mentality. You talk straight to the point. You value truth and velocity over ego. - You thrive in high-velocity environments and enjoy working alongside other top-tier talent. **How we think and work** - Less is more: We simplify and ship smaller, fast. - Build the right things: We listen carefully and build what users actually need. - Velocity & Quality: We build things that last, but we don’t perfect them forever. - Trust & Collaboration: Strong opinions, loosely held. **What We Offer** - Competitive salary and equity. - Employee-friendly equity terms. - Private health insurance. - Regular team events and off-sites. - An inspiring, ambitious, and global work environment. **Ready to move the needle?** Do you feel this is your opportunity to do your most meaningful work and reshape an entire industry? Let's talk! [Apply for this job →](https://jobs.ashbyhq.com/Endra/c71b6071-de83-4e7f-83b6-8b44782b946d/application?ref=supporthuman.cx) ### Customer Success Associate URL: https://supporthuman.cx/jobs/customer-success-associate/ Last updated: 2026-08-25T06:00:40.000Z Location: New York City ## [Findigs](https://www.findigs.com/careers?ref=supporthuman.cx) | $80,000 - $110,000 **Steph's Notes:** Ho ho ho, I already know this one is going to piss me off. Why, you ask? Let's start here: > *We’re a team of creators and innovators working to make renting simpler and more inclusive. Millions of us rent: we’re building a better way forward for everybody.* Just to be clear, this is what *they say* their product is: > *Resident screening, reimagined - Findigs is an AI-native resident screening platform that takes the manual work of screening applicants entirely off your plate.* Because AI is famous for being fair and unburdened by the biases of its creators! > *Commit to Candor - We believe honesty drives progress. At Findigs, giving and receiving direct, timely feedback is a shared responsibility because clarity is kindness, and silence stalls growth. We speak up in the moment, assume good intent, and prioritize truth over comfort to help each other and our work succeed.* Why is it that companies always think describing their cultures in these terms is a positive? What is wrong with your culture that "truth over comfort" is a choice your employees have to make so regularly that it's a part of your values statement? This isn't cute or flattering! This is a problem! > *We treat our people like people* Okay...and? So? But? Therefore? Do you want a trophy? > *NY HQ & remote positions - You’ll find great people, good dogs, and free lunch in our NoHo office. Not in NY? We’ve got remote-friendly roles, too.* This is like 3 red flags in one sentence. The rest of their Careers page is fine, but I'm currently so annoyed that I say that only begrudgingly. On to the JD, I guess. > *Renting is one of life’s most critical experiences, yet the process is often slow, opaque, and unfair.* And replacing human thought and empathy with a compassion- and judgmentless AI is definitely going to fix that! > *We’re growing fast – fueled by $78M in funding from the investors behind companies like Affirm, Gusto, and Uber.* I personally wouldn't want to associate my AI for renter screening product that I claim is fair and balanced with companies known for exploiting their customers and/or their gig workers, but go off, I guess. > *we’re not just improving the rental process; we’re setting the new standard for the entire industry.* Yeah, that's what I'm afraid of. > *What we offer: Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office.* In the office 4 times a week is not a hybrid role, and 3 times a week is pushing it. > *Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.* As always, the fact that these two things come before any actual benefits is very telling. Listen, I am highly irritated by how this company frames itself and its product, but the job itself seems straightforward and the pay is decentish for an early-career role in NYC, so I don't think I can justify a BINGO to you or myself. I'll reluctantly put this in **Tread Carefully**. [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Customer Success Associate](https://jobs.lever.co/findigs/9429691a-d0cb-4eca-9152-d729a01968a6?ref=supporthuman.cx) **Who we are** Findigs is on a mission to make renting work for all of us. Renting is one of life’s most critical experiences, yet the process is often slow, opaque, and unfair. We’re changing that by building the first end-to-end platform that turns complex screening into a seamless, high-trust experience for both property managers and renters. We’re growing fast – fueled by $78M in funding from the investors behind companies like Affirm, Gusto, and Uber. With a data-backed product that allows our customers to make smarter, more predictable decisions, and a team dedicated to transparency and precision, we’re not just improving the rental process; we’re setting the new standard for the entire industry. We’re aiming to double our impact this year, and we need builders, thinkers, and problem-solvers to help us scale. If you’re ready to modernize one of the most essential industries, we’d love for you to be a part of it. **The Team** The core function of the Customer Success team is to ensure our clients have a seamless experience and get the most out of the Findigs platform. We are the voice of the customer internally, and the face of Findigs externally. Beyond day-to-day support, our team’s insights are the foundation for customer retention, product strategy, and long-term growth. This role will touch all parts of the customer lifecycle and collaborate closely with our Product, Engineering, and Sales teams to build a best-in-class customer experience. **The Role** We are looking for a Customer Success Associate who can serve as a trusted and effective front-line partner to our customers. This person will be a critical part of managing our SMB segment and support function. The ideal candidate is an empathetic problem-solver, a clear communicator, and is willing to get their hands dirty in the day-to-day details of helping our users succeed. Direction will be ambiguous at times, so a high degree of ownership, creativity, and a bias for action are crucial. Fundamentally, this role is about understanding our customers' needs and championing their success. Please note, we are unable to sponsor or take over sponsorship of an employment Visa at this time. **Where you will make an impact:** - Serve as the escalation point for our SMB customers, managing inbound inquiries via email, chat, and phone. - Triage, troubleshoot, and resolve customer issues, documenting and escalating technical bugs to our Engineering team with clear and concise tickets. - Conduct periodic, proactive client outreach to ensure ongoing engagement, monitor product usage, and share best practices. - Become a product expert and contribute to our customer-facing Knowledge Base, creating articles, tutorials, and guides that empower users and enable self-service. - Serve as the voice of the customer, translating their feedback into actionable insights for our Product and Engineering teams to drive product improvement. - Collaborate with the Implementation team to ensure a seamless post-sale handoff and onboarding experience for new clients. - Monitor customer health to proactively identify and address potential issues, driving platform adoption and mitigating churn. - Identify potential upsell and cross-sell opportunities. - Contribute to the continuous improvement of our customer success processes, tools, and playbooks. - Maintain accurate client documentation, including training records, escalations, and engagement history **We’d love to hear from you if you have:** - 2+ years of experience in a customer-facing role (e.g., Customer Support, Customer Success, Account Management), preferably in a B2B SaaS environment. - Bachelor’s degree or equivalent practical experience. - Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence. - A high degree of technical aptitude and the ability to learn new software quickly. - Experience with customer support platforms (e.g., Zendesk, Intercom, Jira) and/or CRMs (e.g., HubSpot, Salesforce). - Strong problem-solving skills and the ability to navigate ambiguous customer situations. - Willingness to embrace the unstructured, fast-paced environment of a high-growth startup **Nice-to-haves:** - Prior startup experience. - Experience in Proptech or Fintech. - Experience creating content for a knowledge base (articles, videos, FAQs). - Familiarity with tracking and influencing customer success metrics (e.g., NPS, CSAT, Time to Resolution) **What we offer:** - **Location:** We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office. - **Mission-Driven Culture:** A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change. - **Competitive Compensation:** Competitive OTE + Pre-IPO equity. - **Generous Time Off:** We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays. - **Wellness Perks:** Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day. $80,000 - $110,000 a year ***The range listed includes a competitive base salary and a performance-based bonus.*** Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to performance in the interview process, skill set, years and depth of experience, and the scope of responsibilities in the role. In addition to cash compensation, all full time employees receive an equity compensation package. Compensation disclosure as required by NYC Pay Transparency Law. **Interviewing with Us** We're committed to making our interview process as effective and candidate-friendly as possible. We use a tool called [Brighthire.ai](http://brighthire.ai/?ref=supporthuman.cx) to record our interviews so that our interviewers can focus entirely on the conversation and not get distracted by taking notes. Please note, if you move forward with the interview process, you'll always have the option to opt out of the recording. We are an equal opportunity employer and, as such, all applicants will be considered based solely upon merit and directly relevant professional competencies. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. [Apply for this job →](https://jobs.lever.co/findigs/9429691a-d0cb-4eca-9152-d729a01968a6/apply?ref=supporthuman.cx) ### Customer Operations URL: https://supporthuman.cx/jobs/customer-operations/ Last updated: 2026-08-08T00:05:58.000Z Location: San Francisco ## [Lassie](https://www.lassie.ai/?ref=supporthuman.cx) | comp not given **Steph's Notes:** Hey, so -- remember that saxophone I mentioned earlier? It's getting louder. Lassie is just one big neon DANGER sign flickering ominously. It's AI payment software for doctors' offices, and there is a very brief website that says things like, "We can share security details during the demo" in response to minor questions like "Is Lassie secure?" > *We’re pushing the boundary on autonomous systems* STOP IT. LEAVE THE BOUNDARY ALONE. It also happens to have the dubious honor of being the shortest JD I've ever rated. It is so short, in fact, that I can post the whole thing here: > *Our mission is to help small businesses run themselves. We’re starting with doctors’ offices, building autonomous systems that handle busywork and complete the workflows that keep the office moving every day. Our team is small, flat, and ambitious.* Their team is flat. Probably not like a pancake, which is what I imagined when I read that. More like flat as in "the energy we put into writing this job listing." > *We value craft, intellectual rigor, and direct communication.* Boy, it sure is getting loud in here. > *About the role - Customer Operations helps doctors' offices get live with Lassie and see value quickly. In implementation, you’ll own the path from kickoff to working product: understanding the office, coordinating setup, solving exceptions, and making the first workflows feel excellent.* I'm guessing you have to make the first workflows feel excellent because there's not much going on beyond that. > *What you'll do: Own implementations from kickoff to live workflows, making sure each office gets set up cleanly and sees value quickly. Coordinate system access, workflow setup, customer communication, and the operational details required to launch. Spot patterns in customer issues and turn them into better processes, product improvements, and internal tools.* Love that everything revolves around launch. Not suspicious at all! > *Joining us - To start, you'll have a handful of conversations with our team and founders. If there is mutual excitement, we'll invite you to the office where you'll work on a small project and meet the team.* Because mutual excitement is famously fair and measurable! Really demonstrates that intellectual rigor they've got going on. Anyway! That's it. That's the whole thi- oh, wait, sorry, gotta speak up over that music: THAT'S THE WHOLE THING. MAYBE WE SHOULD PASS ON THIS AND GET SOME EARPLUGS, HUH? [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Customer Operations](https://jobs.ashbyhq.com/Lassie/3c6b79a6-e95d-4d0e-831c-f4bcd31fa057?ref=supporthuman.cx) Our mission is to help small businesses run themselves. We’re starting with doctors’ offices, building autonomous systems that handle busywork and complete the workflows that keep the office moving every day. Our team is small, flat, and ambitious. We value craft, intellectual rigor, and direct communication. **About the role** Customer Operations helps doctors' offices get live with Lassie and see value quickly. In implementation, you’ll own the path from kickoff to working product: understanding the office, coordinating setup, solving exceptions, and making the first workflows feel excellent. **What you'll do** - Own implementations from kickoff to live workflows, making sure each office gets set up cleanly and sees value quickly - Coordinate system access, workflow setup, customer communication, and the operational details required to launch - Spot patterns in customer issues and turn them into better processes, product improvements, and internal tools **Joining us** To start, you'll have a handful of conversations with our team and founders. If there is mutual excitement, we'll invite you to the office where you'll work on a small project and meet the team. [Apply for this job →](https://jobs.ashbyhq.com/Lassie/3c6b79a6-e95d-4d0e-831c-f4bcd31fa057/application?ref=supporthuman.cx) ### Customer Success Representative URL: https://supporthuman.cx/jobs/customer-success-representative/ Last updated: 2026-08-07T22:06:24.000Z ## [Honeycomb](https://honeycombinsurance.com/careers?ref=supporthuman.cx) | $55,000 **Steph's Notes:** > *Join us in disrupting real estate insurance!* Do I have to? > *Our unique strength lies in our team, united by a big-picture goal that we all support - we win together.* ![A gif of Miranda Priestly from The Devil Wears Prada sarcastically saying "Groundbreaking"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Meryl-Streep-Miranda-Priestley-GIF.gif) I'm sorry, I'm sorry, I'm sure whoever came up with that is very nice. But my god, how many times can one person be expected to read the same company mission/vision statement? Even I have my limits. Also, oh my god the music in their offsite highlight reel. The sweeping camera work. The editing. You're not scoring the winning goal against the USSR, it's not the Miracle on Ice, it's a conference at a fucking Marriott. Can we bring it down a notch, Honeycomb? (Again, I'm sure everyone had a great time! But this is exhausting. You're exhausting your candidates before they even get to the job description! You're doing too much!) Okay, so there's a link to their Glassdoor reviews, which is nice, but...I'll be honest with you, I don't really trust what's there for this company. For starters, there aren't that many (seems like a young company), and the good reviews are very brief. It feels...orchestrated, but that could definitely just be my cynicism. The bad reviews, although few, are more detailed, which makes them somewhat more credible to me, but this is one of those things where your mileage may definitely vary. > *At Honeycomb, we're not just building technology; we’re reshaping the future of insurance.* Oh look! A shiny new nickel! > *But this isn't just a support role* What's wrong with it being just a Support role? > *Our CS team sits at the center of everything at Honeycomb, and the people in these seats today have a real opportunity to shape how we work, influence the processes we put in place, and leave a lasting mark on a company that has built a strong foundation and is now accelerating.* Oh, I bet the salary reflects that impact! Right? RIGHT? > *Base Salary: $55,000* Yeah, that checks out. Other bits that led to a solid **BINGO**: fast-paced environment, need to multitask and de-escalate, and office meals, team events, and an in-office gym memberships presented as benefits. [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Customer Success Representative](https://job-boards.greenhouse.io/honeycombinsurance/jobs/4689861005?ref=supporthuman.cx) **Honeycomb Insurance** At Honeycomb, we're not just building technology; we’re reshaping the future of insurance. In 2025, Honeycomb was recognized by Dun & Bradstreet as “[Top 10 Best Start Up Companies to Work For](https://www.duns100.co.il/en/rating/High%5FTech/Best%5FStart%5FUp%5FCompanies%5Fto%5Fwork%5Ffor%5FOver%5F100%5FEmployees?ref=supporthuman.cx)” in Israel, named by LinkedIn as “[Top 10 Startups in Chicago](https://www.linkedin.com/posts/honeycombinsurance%5Flinkedin-top-startups-2025-the-10-companies-activity-7389324752848498688-OyDI/?ref=supporthuman.cx)”, and Newsweek’s "[Greatest Startup Workplaces in America, 2025](https://rankings.newsweek.com/americas-greatest-startup-workplaces-2025?ref=supporthuman.cx)". Through the first half of 2026 we’ve been recognized on Inc. Magazine’s "[Best Workplaces](https://www.linkedin.com/posts/honeycombinsurance%5Fbest-workplaces-2026-the-companies-unlocking-activity-7467578217680384001-eXF7/?ref=supporthuman.cx)" List and Forbes "[Fintech 50](https://www.linkedin.com/posts/honeycombinsurance%5Fnewcomers-to-the-fintech-50-2026-activity-7430317060871712768-Rdv6/?ref=supporthuman.cx)". How did we earn these honors? Honeycomb is a rapidly growing global startup, generously backed by top-tier investors and powered by an exceptional team of thinkers, builders, and problem-solvers. Dual-headquartered in Chicago and Tel Aviv (R&D center), and with 6 offices across the U.S., we are reinventing the commercial real estate insurance industry, an industry long overdue for disruption. Just as importantly, we ensure every employee feels deeply connected to our mission and one another. With over $100B in insured assets, Honeycomb operates across 23 states, covering more than 65% of the U.S. population and increasing its coverage. If you’re looking for a place where innovation is celebrated, culture actually means something, and smart people challenge you to be better every day - Honeycomb might be exactly what you’ve been looking for. **What You'll Do** As a Customer Success Representative (CSR), you'll be the first point of contact for our agents and policyholders -- answering questions, resolving issues, and delivering a consistently positive experience across phone, email and chat. This is a phone-first role where you'll manage both call, email and chat queues throughout the day, so staying organized and on top of multiple channels is key. But this isn't just a support role -- it's a chance to be part of something being built in real time. Our CS team sits at the center of everything at Honeycomb, and the people in these seats today have a real opportunity to shape how we work, influence the processes we put in place, and leave a lasting mark on a company that has built a strong foundation and is now accelerating. - Respond to inbound calls and emails with timely, accurate, and professional service -- phones are the priority. - Build strong relationships with agents and customers through clear communication and consistent follow-through. - Gather information needed to complete or revise quotes and keep open quote files up to date. - Resolve service and billing inquiries or route them to the right internal team when needed. - Keep detailed, accurate notes in HubSpot (our CRM) after every interaction. - Spot patterns in customer or agent feedback and escalate product or process insights to the team. - Support internal operations like producer login setups and agent onboarding. - Guide agents and customers on how to use our tools and self-service options. - Contribute to building and refining the processes and playbooks that will define how this team operates for years to come. - Take on new tasks as the business grows and needs shift. **Who Thrives Here** Honeycomb is growing fast, and still writing parts of the playbook. If you've ever wanted to work somewhere where your ideas actually get heard and your fingerprints end up on how a company operates -- this is that place. The people who do best here tend to share a few things in common: - **You're comfortable with change.** Processes evolve, priorities shift, and not everything is fully defined yet. You adapt without getting bogged down. - **You make informed calls with information.** You handle ambiguity well -- you gather what you have, use good judgment, and move. - **You're curious about insurance.** You don't need to be an expert on day one, but you want to understand how it works and get better at it over time. - **You're tech-forward and AI-curious.** You pick up new tools quickly, you're not intimidated by systems, and you're genuinely interested in how AI is changing the way teams work. - **You manage your workload well.** Whether you're on a call or working through emails, you stay on top of what needs attention and keep things moving. - **You work well in a small team.** Everyone can see everyone's work here. You communicate openly, help when needed, and take ownership of your piece. **Basic Requirements** - 1+ years of experience in customer service, support, or an insurance-related role. - Comfortable working in a fast-paced environment where tools and processes are still evolving. - Strong problem-solving skills and the ability to manage multiple tasks at once. - Experience with CRM tools -- HubSpot experience is a plus. - Excellent written and verbal communication skills with strong attention to detail. - Ability to listen actively, empathize, and de-escalate professionally. - Hybrid availability: Must be able to work from our downtown Chicago office Tuesday through Thursday. **Benefits** - Base Salary: $55,000 - ISO stock options - Medical, dental, and vision coverage for you and your dependents - HSA with company contributions - 401(k) with company match - Flexible time off - 10 company-paid holidays - Paid family leave - Catered team lunch every Tuesday - Monthly team events - Free onsite gym membership *Honeycomb is committed to fair and equitable compensation practices. The base salary listed represents our good faith estimate for this role. Actual compensation may vary based on skills, experience, education, location, and market factors.* [Apply for this job →](https://job-boards.greenhouse.io/honeycombinsurance/jobs/4689861005?ref=supporthuman.cx#:~:text=Create%20alert-,Apply%20for%20this%20job) ### Head of Customer Experience URL: https://supporthuman.cx/jobs/head-of-customer-experience-2/ Last updated: 2026-08-08T00:06:43.000Z Location: Las Vegas ## [TensorWave](https://tensorwave.com/about?ref=supporthuman.cx) | comp not given **Steph's Notes:** TensorWave has no real Careers page to speak of, but it does have a very basic About Us page. > *We empower the next wave of AI - Building seamless, secure, reliable, and resilient AI infrastructure at scale, eliminating barriers and challenging the status quo to empower builders and support AI innovation.* I am so tired of AI word soup. So tired. So bored. You guys, out of their 15-person leadership team, there were four whole women! That's basically a minyan for Tech. > *Build the Future of AI Infrastructure* Another nickel towards my fortune! > *Because breakthrough AI should move at the speed of ideas, not infrastructure.* NO IT REALLY SHOULDN'T You know that TikTok meme, the one where someone is doing something stupid and the saxophone just keeps getting louder? That is basically my entire career doing Bad Job Bingo on AI jobs. > *Lead quarterly business reviews and strategic planning sessions with customer Engineering stakeholders* There it is, an almost too on the nose metaphor for our field in Tech: Engineering is capitalized in a title but customer isn't. In fact, literally every other team name that appears in this JD (Sales, Product, etc.) is capitalized, but no variation of a customer team is ever capitalized. Amazing, no notes. I don't know why this is billed as a Head of CX, when every duty in this JD seems to relate to Success or Revenue Ops. > *Exceptional executive presence with ability to engage and influence C-level and VP-level engineering/technical stakeholders* THEN WHY ISN'T THIS A C-LEVEL OR VP ROLE??? > *What We Offer* Spoiler alert: it's not salary transparency! (Also, they can miscapitalize literally every word in the What We Offer section but not Customer Success? Cool!) I'm not feeling particularly benevolent today; I'm calling this a **BINGO**. [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Head of Customer Experience](https://jobs.ashbyhq.com/TensorWave/9243a930-4475-42c0-8637-f67b64151847?ref=supporthuman.cx) **About TensorWave** Our mission is simple: deliver seamless, secure, reliable, and resilient AI compute at scale. We've built a versatile cloud platform that eliminates infrastructure barriers, empowering builders to focus on innovation instead of fighting their stack. Because breakthrough AI should move at the speed of ideas, not infrastructure. **About the Role** We’re looking for a **Head of Customer Experience** to join our team during an exciting phase of growth. In this role, you’ll be responsible for **owning customer satisfaction, retention, and expansion**, working closely with cross-functional partners to support business objectives while upholding our standards for excellence, collaboration, and impact. **What You’ll Do** - Define and execute TensorWave's hypergrowth customer operations strategy - Build, mentor, and scale a high-performing organization of technical customer success managers and operations professionals - Design and optimize the customer journey from POC/evaluation through production deployment, scaling, renewal, and expansion. - Lead quarterly business reviews and strategic planning sessions with customer Engineering stakeholders - Act as voice of the customer within TensorWave, advocating for needs related to AMD GPU performance, ROCm software stack, platform features, and infrastructure scaling - Proactively identify at-risk enterprise accounts based on utilization patterns, support tickets, or competitive pressures and orchestrate recovery strategies - Develop and lead customer advisory boards, executive forums, and industry working groups to strengthen TensorWave's position in the AI infrastructure ecosystem - Recruit, develop, and retain top-tier customer success talent with strong technical backgrounds in AI/ML infrastructure, GPU computing, and cloud platforms - Design scalable processes, runbooks, and best practices for managing enterprise customers with diverse workloads (LLM training, inference, fine-tuning, HPC) - Implement robust performance management frameworks with clear metrics around customer health, GPU utilization, expansion pipeline, and NRR - Deploy and optimize customer success platforms integrated with usage analytics, GPU telemetry, and business intelligence systems - Partner with Sales on seamless handoffs, technical account planning, competitive displacement strategies (NVIDIA to AMD), and enterprise sales cycles - Collaborate with Product and Engineering to translate customer feedback on AMD GPU performance, ROCm compatibility, platform features, and infrastructure needs into roadmap priorities - Build strong partnerships with Sales, Product, Marketing, Engineering, Operations, and within the broader AMD ecosystem. - Contribute to board and executive level reporting on customer metrics **Who You Are** **Required Qualifications** - Bachelor of Science in Computer Science, Computer Engineering, or a related technical field, or equivalent practical experience - 7+ years of experience in customer success, enterprise account management, or solutions engineering roles in cloud infrastructure, GPU computing, or AI/ML platforms - 5+ years of people management experience, including managing managers and building high-performing teams from scratch - Proven track record leading customer success at scale in high-growth infrastructure or platform companies - Strong technical fluency with cloud computing, GPU architecture, and AI/ML workload - Ability to engage credibly with customer ML engineers and infrastructure teams - Exceptional executive presence with ability to engage and influence C-level and VP-level engineering/technical stakeholders - Strategic thinker with strong business acumen, analytical capabilities, and data-driven decision-making approach - Outstanding communication and presentation skills with ability to inspire teams, influence cross-functionally, and represent TensorWave at industry events - Experience building scalable CS operations, implementing health scoring systems, and establishing data-driven customer engagement models - Track record of recruiting, developing, and retaining high-performing teams in competitive talent markets **Preferred Qualifications** - MBA or advanced technical degree (MS in CS, ML, or related field) - Hands-on experience with GPU computing (AMD Instinct, NVIDIA A100/H100) and understanding of AI/ML training and inference workloads - Familiarity with AMD ROCm ecosystem, PyTorch, TensorFlow, HuggingFace, and LLM training/fine-tuning workflows - Experience in neocloud, alternative cloud providers, or companies disrupting incumbent markets - Background in technical pre-sales, solutions architecture, or DevOps/ML engineering - Experience managing customer relationships during platform migrations or competitive displacement scenarios (especially NVIDIA to AMD transitions) - Strong network in AI/ML, cloud infrastructure, or HPC communities - Prior experience at high-growth startups that scaled from Series A to IPO or acquisition **What We Offer** - Stock Options - 100% paid Medical, Dental, and Vision insurance for Employees - Company Health Savings Account Contributions - 100% paid Short Term and Long Term Disability Insurance for Employees - Life and Voluntary Supplemental Insurance Options - Other Insurance Options, such as Pet & Legal Insurance - Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support - Flexible Spending Account - 401(k) - Employee Assistance Program - Flexible PTO - Paid Holidays - Parental Leave - Other In-Office Perks **Equal Employment Opportunity** TensorWave is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of any protected status under applicable law. **Reasonable Accommodations** TensorWave provides reasonable accommodations in accordance with applicable laws. If you require accommodation during the hiring process, please contact accomodations@tensorwave.com. **Employment Eligibility** All offers of employment are contingent upon verification of identity and authorization to work in the United States, as required by law. **Background Checks** Where permitted by law, employment may be contingent upon the successful completion of a job-related background check. **Data Privacy Notice** By submitting an application, you acknowledge that TensorWave may collect, use, and retain your personal information for recruiting and employment-related purposes in accordance with applicable data privacy laws. [Apply for this job →](https://jobs.ashbyhq.com/TensorWave/9243a930-4475-42c0-8637-f67b64151847/application?ref=supporthuman.cx) ### Support Engineer (AMER) URL: https://supporthuman.cx/jobs/support-engineer-amer/ Last updated: 2026-08-07T22:06:27.000Z ## [Supabase](https://supabase.com/careers?ref=supporthuman.cx) | comp not given **Steph's Notes:** Full disclosure: I'm a happy Supabase customer, so I'm hoping they're okay. Fingers crossed! > *We're on a mission to build the best developer platform* This is a nicely grounded mission, but still lofty enough to attract the Tech type. Supabase may keep their nickel. > *280+ team members*, in 55+ countries, 20+ languages spoken, $500M raised, 540,000+ community members, 30,000+ memes posted (and counting) The format and content of this graphic make me think that a lot of companies are using the same AI website generator, lol. But seriously, I appreciate that this one is at least a little tongue-in-cheek, as if Supabase knows these kinds of stats are at most decorative. > *We work together, wherever we are - Working in a globally distributed team is rewarding but has its challenges. We are across many different timezones, so we use tools like Notion, Slack, and Discord to stay connected to our team, and our community.* I'm not trying to pit companies against each other, but this is a lovely palate-cleanser after Mistral's "Our diverse workforce thrives in competitive environments." Their values/traits are pretty run-of-the-mill, which I can live with. > *Great people deserve great benefits* I mean, shitty people deserve great benefits too, Supabase. Also, annual off-sites and flexible work are not benefits!!!!11111!111!!!!11!1! (Also, it's weird that "Fully Remote" and "Flexible Work" are both in this section.) The duties are appropriate, as are the experience requirements. The thing that super bums me out is that there's no salary, which means this perfectly normal job has to go into **Tread Carefully**. Womp womp. [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Support Engineer (AMER)](https://jobs.ashbyhq.com/Supabase/e4e3ccb7-7b7d-42a2-be0f-26cbb5ae4abd?ref=supporthuman.cx) 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 deeply integrated and designed for growth. We are seeking Support Engineers to provide world-class **developer support** for anyone experiencing issues or seeking guidance when using Supabase. The support team is globally distributed with a strong focus on minimizing time to fix, and works closely with the product engineering and growth teams. **You will:** - Provide initial and timely responses to all support cases for a variety of topics, from billing or pre-sales requests to optimization or implementation questions. - Triage support cases including directing users to previous answers, code examples, documentation, or escalating to specific technical or business team members. - Monitor multiple feedback channels, e.g. Github Issues & Discussions (check them here: [https://github.com/supabase/supabase/issues](https://github.com/supabase/supabase/issues?ref=supporthuman.cx)). - Identify where internal tooling might be developed or obtained to improve support efficiency. - Reproduce issues, create test cases and improve test coverage, if you have experience with testing. **You are:** - Experienced in customer support, with 3+ years of experience providing developer support to technical customers. - Proficient in SQL (ideally PostgreSQL). You feel comfortable with complex SQL queries. If you have a database administration experience, it’s a plus. - Excellent communication skills and fluency in English. - Skilled in using Linux/Unix operating systems and the command line. - Experienced working with GitHub Issues and Discussions. - Bonus points if you're familiar with popular JavaScript frameworks like React, Vue, and Svelte and have some experience with Node.js. - Having a degree in Computer Science is a plus too. ### Timezones & Logistics - It’s a full-time position with a required location in North American time zones (we don’t believe in sustainability of overnight shifts). ### **What We Offer** - **Fully Remote**We hire globally. We believe you can do your best work from anywhere. There are no Supabase offices, but we provide a WeWork membership or co-working allowance you can use anywhere in the world. - **ESOP**Every team member receives ESOP (equity ownership) in the company. We want everyone to share in the upside of what we’re building together. - **Tech Allowance**Use this budget to set up your ideal work environment—laptop, monitor, headphones, or whatever helps you do your best work. - **Health Benefits**Supabase covers 100% of health insurance for employees and 80% for dependents, wherever you are. Your wellbeing and your family’s health are important to us. - **Annual Off-Sites**Once a year, the entire company gathers in a new city for a week of connection, collaboration, and fun. It’s a highlight of our year. - **Flexible Work**We operate asynchronously and trust you to manage your own time. You know what needs to be done and when. - **Professional Development**Every team member receives an annual education allowance to spend on learning—courses, books, conferences, or anything that supports your growth. ### **About the Team** Supabase was born-remote and open-source-first. We believe our globally distributed team is our secret weapon in building tools developers love. - 280+ team members - 55+ countries - 20+ languages spoken - $500M raised - 500,000+ community members We move fast, build in public, and use what we ship. If it’s in your project, we probably use it in ours too. We believe deeply in the open-source ecosystem and strive to support—not replace—existing tools and communities. ### **Hiring Process** We keep things simple, async-friendly, and respectful of your time: 1. Apply – Our team will review your application. 2. Intro Call – A short video chat to get to know each other. 3. Interviews – Up to four calls with: - Team Leads - Future teammates - Someone cross-functional from product, growth, or engineering (depending on the role) - Someone from our leadership/founding team 4. Decision – We may follow up with a final question or go straight to offer. All communication is remote and we aim to move fast. [Apply for this job →](https://jobs.ashbyhq.com/Supabase/e4e3ccb7-7b7d-42a2-be0f-26cbb5ae4abd/application?ref=supporthuman.cx) ### Technical Support Expert URL: https://supporthuman.cx/jobs/technical-support-expert/ Last updated: 2026-08-25T06:00:43.000Z Location: New York City · San Francisco ## [Mistral](https://mistral.ai/careers/?ref=supporthuman.cx) | competitive comp not given **Steph's Notes:** On the Careers page: > *Build the future of frontier AI. Our mission is to make frontier AI open to all, and together solve the world's hardest problems.* Sigh. Mistral [owes me a nickel](https://supporthuman.cx/p/23feb26-bad-job-bingo#:~:text=Also%2C%20it%27s%20depressing.-,If%20I%20had%20a%20nickel,-for%20every%20time). > *We are scaling one of the most ambitious independent AI platforms globally. We build cutting-edge, open-source AI models, products, and solutions that push the boundaries of innovation, empowering organizations to tackle the world’s most complex challenges.* Listen, I get that this is mostly just me, but: I don't want to support an AI tool that's cutting-edge and pushing the boundaries of innovation. Have you guys ever had to explain to customers why your product deleted their entire codebase or leaked all their sensitive customer data or facilitated a murder-suicide? No? Would you like to continue \*not\* having to do that? If the answer to that question is yes, then maybe don't pick this product. > *900+ employees* \- 30+ different nationalities - 50% female leaders Not that I don't appreciate this transparency (or the thought behind it, especially from an AI company), but 50% of leadership of which teams? At what level? This doesn't actually tell us anything useful about the company or culture, which means it's a vanity metric, which means it's essentially useless. > *AI is a technical and societal paradigm shift. We imagine brand new approaches in business, product and science and aim for the stars.* Y'all. I don't want audacity in my AI. I just don't. > *Rigor - We take an analytical and data-driven approach to decision-making.* Again, you're an AI company, so I would hope so. (Sorry. It may be that I'm too cynical for AI companies anymore.) > *Speed - We experiment, iterate and ship fast. When we make mistakes, we strive to detect them early.* You \*strive\* to detect mistakes early? In an AI product? Sounds like a whole lotta hope in your plan there. > *Low ego - We’re all collectively responsible for the company's success. We get our hands dirty as needed, wherever needed in the organization.* But you're not collectively rewarded or held accountable, are you? Like, what are we doing here, Mistral? I will say that the benefits look great, which I guess they better be when you've got that AI money. > *We are intentional about how we build our team. We look for people with authenticity who are willing to roll up their sleeves, embrace discomfort, and turn ideas into outcomes that can scale.* You had me until "embrace discomfort." Why would employees need to embrace discomfort in the workplace? Gee, I wonder how they're going to explain the context behind this. > *Directness and authenticity. - We look for people who care more about content than tone, and who are structured and to the point in their communication. We separate ideas from individuals and value the ability to share and receive honest feedback, even when it’s critical.* Mm. Mhmm. Could be fine, could be...not fine. It comes down to you and what you're cool with and whether you think you can trust the people behind this cultural choice. They do a good job of describing their interview process for technical and non-technical roles, which I appreciate. That was their Careers page, which makes me feel very...let's say alert regarding this company. On to the JD! > *Our diverse workforce thrives in competitive environments* Woof. > *We are creative, low-ego and team-spirited.* I'm not sure they know what team-spirited means. > *This is a unique opportunity to be part of a growing team where you can take ownership and truly make an impact.* I swear to god I've read this exact sentence one billionty times. Several of the "Who you are" requirement sentences are misformatted so they run into each other, and the only saving grace is that there's no 'attention to detail' requirement. I should note that this isn't a U.S.-based company. *However,* as far as I can tell, none of Mistral's jobs have salary transparency, and given this and other roles are being advertised in states like California and New York, they are breaking U.S. law, which doesn't exactly inspire confidence. I'm calling a **BINGO** on this one. [Read this issue →](https://supporthuman.cx/p/15jun26-bad-job-bingo) --- ### Original Job Description: [Technical Support Expert](https://jobs.lever.co/mistral/44b62020-456f-4e96-bbf7-34526390a41e?ref=supporthuman.cx) **About Mistral** At Mistral AI, we believe in the power of AI to simplify tasks, save time, and enhance learning and creativity. Our technology is designed to integrate seamlessly into daily working life. We democratize AI through high-performance, optimized, open-source and cutting-edge models, products and solutions. Our comprehensive AI platform is designed to meet enterprise as well as personal needs. Our offerings include Le Chat, La Plateforme, Mistral Code and Mistral Compute - a suite that brings frontier intelligence to end-users. We are a dynamic, collaborative team passionate about AI and its potential to transform society. Our diverse workforce thrives in competitive environments and is committed to driving innovation. Our teams are distributed between France, USA, UK, Germany and Singapore. We are creative, low-ego and team-spirited. Join us to be part of a pioneering company shaping the future of AI. Together, we can make a meaningful impact. See more about our culture on https://mistral.ai/careers. **About the role** We are seeking an experienced Technical Support Expert to join our Support team. This is a unique opportunity to be part of a growing team where you can take ownership and truly make an impact. In this role, you will drive customer satisfaction by efficiently resolving complex support issues, enhancing knowledge resources, and advocating for customer needs across our technical teams. Reporting directly to our Lead Customer Support, you will have the chance to shape the future of our support operations. Join us and be a pioneer in our US expansion, with ample opportunities for growth and professional development. **What you will do** - Handle Level 2 Support: Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning/batch jobs/features - Ticket Escalation: Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution) - Knowledge Base Management: Build and update FAQs and knowledge resources to empower customer self-service - Customer Communication: Provide clear, friendly, and proactive responses; follow up as needed, - Process Optimization: Work with bot and human support to streamline responses and reduce ticket volume - Customer Focus: Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users. **Who you are** - Bachelor’s degree or equivalent in Business, Communications, or related field - Previous experience in technical customer support rolesProven track record of resolving complex customer issues - Experience working with cross-functional teams (e.g., engineering, finance)Proficient in customer support platforms (e.g., Intercom, Zendesk) - Experience with knowledge base management and FAQ creationFamiliarity with Tech products and common industry issues - Strong written and verbal communication skills in English - Excellent problem-solving abilities - Customer-centric mindset with a focus on empathy and proactive service ### What we offer - 💰 Competitive salary and equity. - 🚑 Healthcare: Medical/Dental/Vision covered for you and your family. - 👴🏻 Pension : 401K (6% matching) - 🏝️ PTO : 18 days - 🚗 Transportation: Reimburse office parking charges, or $120/month for public transport - 🏀 Sport: $120/month reimbursement for gym membership - 🥕 Meal stipend: $400 monthly allowance for meals (solution might evolve as we grow bigger) - 🌎 Visa sponsorship - 🤝 Coaching: we offer BetterUp coaching on a voluntary basis By applying, you agree to our [Applicant Privacy Policy](https://legal.mistral.ai/terms/applicant-privacy-policy?ref=supporthuman.cx). [Apply for this job →](https://jobs.lever.co/mistral/44b62020-456f-4e96-bbf7-34526390a41e/apply?ref=supporthuman.cx) ### I rate AI jobs while the saxophone gets louder URL: https://supporthuman.cx/p/i-rate-ai-jobs-while-the-saxophone-gets-louder/ Last updated: 2026-10-02T18:17:08.000Z Hello friends! Got a doozy for you this week. I know it seems like there’s a lot of AI companies out there hiring, and that’s because, well, there are a lot of AI companies out there hiring. I’ll often look at startups first for jobs to rate, and it’s just the state of things right now that most of the startups getting funding are AI companies. I imagine we’ll see that trend change in the next year or two (one might say like a bubble bursting), but in the meantime, be comforted by the fact that I am suffering along with you. Enjoy! ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Robotics Technical Support Specialist](https://www.jobs.supporthuman.cx/robotics-technical-support-specialist/?ref=supporthuman.cx) Standard Bots · $80k-$120k · Remote, US I know, I know, this is *yet another* AI company, but this one has robots! And okay, their Careers page is kind of hokey, but hokey is a significant step up from some of the jobs I've rated today. It's robots, y'all. Let me have this. > At Standard Bots, we're revolutionizing real-world automation by making robotic systems accessible to everyone. I expect my $0.05 paid promptly via cashier's check. > Provide technical support to customers via phone, email, video calls, and ticketing systems — diagnosing and resolving issues with Standard Bots robots Would I get my own personal robot for testing? It's not a dealbreaker, but. I'd like a robot. > Guide customers through troubleshooting processes, configuration adjustments, and best practices for robot deployment and operation I'm just saying, I'd figure out all the best practices if I had a robot. > Create and maintain knowledge base articles, FAQs, and troubleshooting guides to improve customer self-service You know the best way to write and maintain excellent KBs? Through hands-on experience with the product. Please can I have a robot. > Organized and able to manage multiple open support tickets simultaneously without dropping the ball I could teach the robot to play ball with me! > The salary range for this role is $80,000 to $120,000, depending on experience. We are open to a variety of seniority levels for this role and will build compensation packages that are commensurate with seniority and skill level. I'm putting this in **Eh, It's Probably Fine** because I really like this bit, not because I want to get on your company's good side or anything. (But you should definitely send me a robot.) ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Support Engineer (AMER)](https://www.jobs.supporthuman.cx/support-engineer-amer/?ref=supporthuman.cx) Supabase · No comp given · Remote, US Full disclosure: I'm a happy Supabase customer, so I'm hoping they're okay. Fingers crossed! > We're on a mission to build the best developer platform This is a nicely grounded mission, but still lofty enough to attract the Tech type. Supabase may keep their nickel. > 280+ team members *— in 55+ countries, 20+ languages spoken, $500M raised, 540,000+ community members, 30,000+ memes posted (and counting) —* The format and content of this graphic makes me think that a lot of companies are using the same AI website generator, lol. But seriously, I appreciate that this one is at least a little tongue-in-cheek, as if Supabase knows these kinds of stats are at most decorative. > We work together, wherever we are - Working in a globally distributed team is rewarding but has its challenges. We are across many different timezones, so we use tools like Notion, Slack, and Discord to stay connected to our team, and our community. I'm not trying to pit companies against each other, but this is a lovely palate-cleanser after Mistral's "Our diverse workforce thrives in competitive environments." Their values/traits are pretty run-of-the-mill, which I can live with. > Great people deserve great benefits I mean, shitty people deserve great benefits too, Supabase. Also, annual off-sites and flexible work are not benefits!!!!11111!111!!!!11!1! (Also, it's weird that "Fully Remote" and "Flexible Work" are both in this section.) The duties are appropriate, as are the experience requirements. The thing that super bums me out is that there's no salary, which means this perfectly normal job has to go into **Tread Carefully**. Womp womp. #### [Customer Success Associate](https://www.jobs.supporthuman.cx/customer-success-associate/?ref=supporthuman.cx) Findigs · $80k-$110k · Onsite, US-NYC, NY Ho ho ho, I already know this one is going to piss me off. Why, you ask? Let's start here: > We’re a team of creators and innovators working to make renting simpler and more inclusive. Millions of us rent: we’re building a better way forward for everybody. Just to be clear, this is what *they* say their product is: > Resident screening, reimagined - Findigs is an AI-native resident screening platform that takes the manual work of screening applicants entirely off your plate. Because AI is famous for being fair and unburdened by the biases of its creators! > Commit to Candor - We believe honesty drives progress. At Findigs, giving and receiving direct, timely feedback is a shared responsibility because clarity is kindness, and silence stalls growth. We speak up in the moment, assume good intent, and prioritize truth over comfort to help each other and our work succeed. Why is it that companies always think describing their cultures in these terms is a positive? What is wrong with your culture that "truth over comfort" is a choice your employees have to make so regularly that it's a part of your values statement? This isn't cute or flattering! This is a problem! > We treat our people like people Okay...and? So? But? Therefore? Do you want a trophy? > NY HQ & remote positions - You’ll find great people, good dogs, and free lunch in our NoHo office. Not in NY? We’ve got remote-friendly roles, too. This is like 3 red flags in one sentence. The rest of their Careers page is fine, but I'm currently so annoyed that I say that only begrudgingly. On to the JD, I guess. > Renting is one of life’s most critical experiences, yet the process is often slow, opaque, and unfair. And replacing human thought and empathy with a compassion- and judgmentless AI is definitely going to fix that! > We’re growing fast – fueled by $78M in funding from the investors behind companies like Affirm, Gusto, and Uber. I personally wouldn't want to associate my AI renter screening product that I claim is fair and balanced with companies known for exploiting their customers and/or their gig workers, but go off I guess. > we’re not just improving the rental process; we’re setting the new standard for the entire industry. Yeah, that's what I'm afraid of. > What we offer: Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office. In the office 4 times a week is not a hybrid role, and 3 times a week is pushing it. > Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change. As always, the fact that these two things come before any actual benefits is very telling. Listen, I am highly irritated by how this company frames itself and its product, but the job itself seems straightforward and the pay is decentish for an early-career role in NYC, so I don't think I can justify a BINGO to you or myself. I'll reluctantly put this in **Tread Carefully**. ## **BINGO** *Welp.* #### [Head of Customer Experience](https://www.jobs.supporthuman.cx/head-of-customer-experience-2/?ref=supporthuman.cx) TensorWave · No comp given · Onsite, US-Las Vegas, NV TensorWave has no real Careers page to speak of, but it does have a very basic About Us page. > We empower the next wave of AI - Building seamless, secure, reliable, and resilient AI infrastructure at scale, eliminating barriers and challenging the status quo to empower builders and support AI innovation. I am so tired of AI word soup. So tired. So bored. You guys, out of their 15-person leadership team, there were four whole women! That's basically a minyan for Tech. > Build the Future of AI Infrastructure Another nickel towards my fortune! > Because breakthrough AI should move at the speed of ideas, not infrastructure. NO IT REALLY SHOULDN'T You know that TikTok meme, the one where someone is doing something innocuous and the saxophone just keeps getting louder? That is basically my entire career doing Bad Job Bingo on AI jobs. > Lead quarterly business reviews and strategic planning sessions with customer Engineering stakeholders There it is, an almost too on the nose metaphor for our field in Tech: Engineering is capitalized in a title but customer isn't. In fact, literally every other team name that appears in this JD (Sales, Product, etc.) is capitalized, but no variation of a customer team is ever capitalized. Amazing, no notes. I don't know why this is billed as a Head of CX, when every duty in this JD seems to relate to Success or Revenue Ops. > Exceptional executive presence with ability to engage and influence C-level and VP-level engineering/technical stakeholders THEN WHY ISN'T THIS A C-LEVEL OR VP ROLE??? > What We Offer Spoiler alert: it's not salary transparency! (Also, they can incorrectly capitalize literally every word in the What We Offer section but not Customer Success? Cool!) I'm not feeling particularly benevolent today; I'm calling this a **BINGO**. #### [Technical Support Expert](https://www.jobs.supporthuman.cx/technical-support-expert/?ref=supporthuman.cx) Mistral · "Competitive," not given · Hybrid, US-San Francisco, CA; NYC, NY On the Careers page: > Build the future of frontier AI. Our mission is to make frontier AI open to all, and together solve the world's hardest problems. Sigh. Mistral [owes me a nickel](https://supporthuman.cx/p/watch-me-commit-to-the-bit-until-the-bit-commits-me/). > We are scaling one of the most ambitious independent AI platforms globally. We build cutting-edge, open-source AI models, products, and solutions that push the boundaries of innovation, empowering organizations to tackle the world’s most complex challenges. Listen, I get that this is mostly just me, but: I don't want to support an AI tool that's cutting-edge and pushing the boundaries of innovation. Have you guys ever had to explain to customers why your product deleted their entire codebase or leaked all their sensitive customer data or facilitated a murder-suicide? No? Would you like to continue *not* having to do that? If the answer to that question is yes, then maybe don't pick this product. > 900+ employees — 30+ different nationalities — 50% female leaders — Not that I don't appreciate this transparency (or the thought behind it, especially from an AI company), but 50% of leadership of which teams? At what level? This doesn't actually tell us anything useful about the company or culture, which means it's a vanity metric, which means it's essentially useless. > AI is a technical and societal paradigm shift. We imagine brand new approaches in business, product and science and aim for the stars. Y'all. I don't want audacity in my AI. I just don't. > Rigor - We take an analytical and data-driven approach to decision-making. Again, you're an AI company, so I would hope so. (Sorry. It may be that I'm too cynical for AI companies anymore.) > Speed - We experiment, iterate and ship fast. When we make mistakes, we strive to detect them early. You *strive* to detect mistakes early? In an AI product? Sounds like a whole lotta hope in your plan there. > Low ego - We’re all collectively responsible for the company's success. We get our hands dirty as needed, wherever needed in the organization. But you're not collectively rewarded or held accountable, are you? Like, what are we doing here, Mistral? I will say that the benefits look great, which I guess they better be when you've got that AI money. > We are intentional about how we build our team. We look for people with authenticity who are willing to roll up their sleeves, embrace discomfort, and turn ideas into outcomes that can scale. You had me until "embrace discomfort." Why would employees need to embrace discomfort in the workplace? Gee, I wonder how they're going to explain the context behind this. > Directness and authenticity. - We look for people who care more about content than tone, and who are structured and to the point in their communication. We separate ideas from individuals and value the ability to share and receive honest feedback, even when it’s critical. Mm. Mhmm. Could be fine, could be...not fine. It comes down to you and what you're cool with and whether you think you can trust the people behind this cultural choice. They do a good job of describing their interview process for technical and non-technical roles, which I appreciate. That was their Careers page, which makes me feel very...let's say alert regarding this company. On to the JD! > Our diverse workforce thrives in competitive environments Woof. > We are creative, low-ego and team-spirited. I'm not sure they know what team-spirited means. > This is a unique opportunity to be part of a growing team where you can take ownership and truly make an impact. I swear to god I've read this exact sentence one billionty times. Several of the "Who you are" requirement sentences are misformatted so they run into each other, and the only saving grace is that there's no 'attention to detail' requirement. I should note that this isn't a U.S.-based company. *However,* as far as I can tell, none of Mistral's jobs have salary transparency, and given this and other roles are being advertised in states like California and New York, they are breaking U.S. law, which doesn't exactly inspire confidence. I'm calling a **BINGO** on this one. #### [Customer Success Representative](https://www.jobs.supporthuman.cx/customer-success-representative/?ref=supporthuman.cx) Honeycomb · $55k · Onsite, US-Chicago, IL > Join us in disrupting real estate insurance! Do I have to? > Our unique strength lies in our team, united by a big-picture goal that we all support - we win together. ![A gif of Miranda Priestly from The Devil Wears Prada sarcastically saying "Groundbreaking"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/groundbreaking.gif) I'm sorry, I'm sorry, I'm sure whoever came up with that is very nice. But my god, how many times can one person be expected to read the same company mission/vision statement? Even I have my limits. Also, oh my god the music in their offsite highlight reel. The sweeping camera work. The editing. You're not scoring the winning goal against the USSR, it's not the Miracle on Ice, it's a conference at a fucking Marriott. Can we bring it down a notch, Honeycomb? (Again, I'm sure everyone had a great time! But this is exhausting. You're exhausting your candidates before they even get to the job description! You're doing too much!) Okay, so there's a link to their Glassdoor reviews, which is nice, but...I'll be honest with you, I don't really trust what's there for this company. For starters, there aren't that many (seems like a young company), and the good reviews are very brief. It feels...orchestrated, but that could definitely just be my cynicism. The bad reviews, although few, are more detailed, which makes them somewhat more credible to me, but this is one of those things where your mileage may definitely vary. > At Honeycomb, we're not just building technology; we’re reshaping the future of insurance. Oh look! A shiny new nickel! > But this isn't just a support role What's wrong with it being just a Support role? > Our CS team sits at the center of everything at Honeycomb, and the people in these seats today have a real opportunity to shape how we work, influence the processes we put in place, and leave a lasting mark on a company that has built a strong foundation and is now accelerating. Oh, I bet the salary reflects that impact! Right? RIGHT? > Base Salary: $55,000 Yeah, that checks out. Other bits that led to a solid **BINGO**: fast-paced environment, need to multitask and de-escalate, and office meals, team events, and an in-office gym memberships presented as benefits. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Product Specialist - Electrical](https://www.jobs.supporthuman.cx/product-specialist-electrical/?ref=supporthuman.cx) Endra · $150k-$200k · Onsite, US-NYC, NY Endra is yet another AI company, this time for MEP Engineering. Endra's website is frankly unsettling; when you open the home page, you land in the dark empty corridor of an office building (and when I say dark, I mean the floor, the walls, the chairs are all black) and then as you scroll down you pan out of the corridor, out of the office building model, and behind two people staring expressionlessly and motionlessly at a computer screen. Like, they set that dystopian tone *early*. Then we move into a promotional video (for a product that doesn't even seem to be out yet?) that is higher production quality than some blockbuster films. I know this has nothing to do with BJB and jobs, but can I just say this: AI companies have too much fucking money. People are sleeping in their cars and kids are starving without access to school lunches here in the richest fucking country on Earth and yet AI companies are out here paying for fucking Netflix documentaries about products that may not even fucking exist and AI COMPANIES HAVE TOO MUCH FUCKING MONEY. Anyway. Bad Job Bingo. > How we think and work: Top tier, only - A-players enjoy working with other A-players. Does the A stand for asshole? > You aren’t just "support" Again with this fundamental disrespect for the function. > you are a product expert, a teacher, and a critical feedback loop for our engineering team. THOSE ARE ALL THINGS THAT DESCRIBE SUPPORT. > You thrive in high-velocity environments and enjoy working alongside other top-tier talent. It's fitting that this is AI for mechanical, electrical, and plumbing engineering because this company comes across like a whole drawer full of tools. I have no problem justifying this rating: **Seriously, Maybe Don't**. #### [Customer Operations](https://www.jobs.supporthuman.cx/customer-operations/?ref=supporthuman.cx) Lassie · No comp given · Onsite, US-San Francisco, CA Hey, so -- remember that saxophone I mentioned earlier? Its volume is increasing. Lassie is just one big neon DANGER sign flickering ominously. It's AI payment software for doctors’ offices, and there is a very brief website that says things like, "We can share security details during the demo" in response to minor questions like "Is Lassie secure?" > We’re pushing the boundary on autonomous systems STOP IT. LEAVE THE BOUNDARY ALONE. It also happens to have the dubious honor of being the shortest JD I've ever rated. It is so short, in fact, that I can post the whole thing here: > Our mission is to help small businesses run themselves. We’re starting with doctors’ offices, building autonomous systems that handle busywork and complete the workflows that keep the office moving every day. Our team is small, flat, and ambitious. Their team is flat. Probably not like a pancake, which is what I imagined when I read that. More like flat as in "the energy we put into writing this job listing." > We value craft, intellectual rigor, and direct communication. Boy, it sure is getting loud in here. > About the role - Customer Operations helps doctors' offices get live with Lassie and see value quickly. In implementation, you’ll own the path from kickoff to working product: understanding the office, coordinating setup, solving exceptions, and making the first workflows feel excellent. I'm guessing you have to make the first workflows feel excellent because there's not much going on beyond that. > What you'll do: Own implementations from kickoff to live workflows, making sure each office gets set up cleanly and sees value quickly. Coordinate system access, workflow setup, customer communication, and the operational details required to launch. Spot patterns in customer issues and turn them into better processes, product improvements, and internal tools. Love that everything revolves around launch. Not suspicious at all! > Joining us - To start, you'll have a handful of conversations with our team and founders. If there is mutual excitement, we'll invite you to the office where you'll work on a small project and meet the team. Because mutual excitement is famously fair and measurable! Really demonstrates that intellectual rigor they've got going on. Anyway! That's it. That's the whole thi- oh, wait, sorry, gotta speak up over that music: THAT'S THE WHOLE THING. MAYBE WE SHOULD PASS ON THIS AND GET SOME EARPLUGS, HUH? ![CNN 4 @CNN Follow Remote work risks wiping $800 billion from the value of office buildings in major cities worldwide by 2030 as the post-pandemic trend pushes up office vacancy rates and drives down rents, according to a new report cnn.it/3XSbhov Meghan Ball @EldritchGirl As someone so succinctly put it on reddit: GrayBox1313 • 10h 2 Awards This idea that wealthy land owners aren't allowed to lose money ever and that somehow regular people Need to make this their problem and bend over backwards to secure these profit margins for them is old fashioned and tired. Your property valuations aren't my problem. Hope you get ruined actually.](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/75325CE2-6021-4389-8F58-6A3C130BE5C6_1_102.jpeg) ### Zendesk made a big mistake, Meta was hoisted by its own petard, and Elon is a trillionaire URL: https://supporthuman.cx/p/zendesk-made-a-big-mistake-meta-was-hoisted-by-its-own-petard-and-elon-is-a-trillionaire/ Last updated: 2026-10-02T19:02:49.000Z OH, HAI, HOW’S IT GOING? I hope you missed me, because I missed you. I know I’ve missed a lot of excellent writing, videos, and podcasts (not to mention news), so please don’t take this content-light issue as indicative of anything but me trying to protect my sanity and energy by not overdoing it my first week back. ## Things That Happened ### In case you missed it Last week, I covered beehiiv CEO Tyler Denk’s endorsement of Spencer Pratt in [Beehiiv’s Tyler Denk Reminds Us That Tech is Just Assholes All the Way Down](https://supporthuman.cx/p/beehiivs-tyler-denk-reminds-us-that-tech-is-just-assholes-all-the-way-down), and earlier this week, Bad Job Bingo returned with [its first all reader-submitted, all Seriously Maybe Don’t issue](https://supporthuman.cx/p/things-get-a-little-shall-we-say-hysterical/). ### Speaking of Bad Job Bingo Saw a few folks playing Bad Job Bingo out in the wild (although I don’t think they’d call it that): first, Christina ([pocketdressobsessed](https://www.tiktok.com/@pocketdressobsessed?is%5Ffrom%5Fwebapp=1&sender%5Fdevice=pc&ref=supporthuman.cx)) shared [this tiktok](https://www.tiktok.com/@pocketdressobsessed/video/7644589403423165710?is%5Ffrom%5Fwebapp=1&sender%5Fdevice=pc&ref=supporthuman.cx) rightly yelling about the abysmal salary for a Content Creator at Sinclair Media. Then, [Charlsie Niemiec](https://www.linkedin.com/in/charlsie-niemiec/?ref=supporthuman.cx) pointed out the hypocrisy inherent in [saying you believe in pay transparency and then not being transparent about the pay range](https://www.linkedin.com/feed/update/urn:li:activity:7471195869279809538/?ref=supporthuman.cx). I love this trend of humans giving companies with shitty jobs the what-for. Vive la révolution! ### Aaaaaaannnnnd speaking of assholes We seem to be continuing the theme from last week: [ADPList](https://adplist.org/?ref=supporthuman.cx) CEO [Felix Lee](https://adplist.org/mentors/felix-lee?ref=supporthuman.cx) posted[1](#note-1) an awful meme using the F slur, because nothing says professional, successful CEO of a <*checks notes>* tech mentorship organization like going out of your way to generate an image using company logos to spell out a homophobic slur *during Pride month* and then posting an apology that’s very obviously written by AI. [In Erika Flower's words: apology not accepted.](https://www.linkedin.com/posts/helloeflowers%5Fdesign-ux-lgbtq-ugcPost-7471296171823669248-DpNK/?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) Also, Elon Musk, the evil dipshit [who used X/Twitter](https://www.theguardian.com/uk-news/2026/jun/10/elon-musk-x-not-face-action-uk-government-posts-inciting-violence-belfast?ref=supporthuman.cx)[2](#note-2) [to incite a pogrom in Northern Ireland](https://www.theguardian.com/uk-news/2026/jun/10/elon-musk-x-not-face-action-uk-government-posts-inciting-violence-belfast?ref=supporthuman.cx) just days ago, [is now a trillionaire](https://www.washingtonpost.com/technology/2026/06/12/spacex-start-trading-historic-test-elon-musks-rocket-company/?ref=supporthuman.cx). May I just say: Fuck that guy. ### News from around Supportlandia Back in May, TradeCore’s Igor Jovic [announced that his team had replaced Zendesk ](https://tradecore.com/resources/blog/we-replaced-zendesk-in-48-hours?ref=supporthuman.cx)[within 48 hours](https://tradecore.com/resources/blog/we-replaced-zendesk-in-48-hours?ref=supporthuman.cx) after the company broke their customers’ ticket portals and then moved them, without warning, to a plan that would have cost them almost four times as much as their previous plan. When you make using your product or renewing a contract so painful that even a loyal customer of 10 years who was actually willing to give you a little more money rage-quits, that's basically the end of the line. I don't know what's going on over at Zendesk that they're not cluing in to this, but...you know that gif from Pretty Woman where Julia Roberts has gone back to the shop that refused to serve her? ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/big_mistake.gif) That's what plays in my head when I think of Zendesk. Just Julia saying "big mistake, HUGE" over and over and over.[3](#note-3) Meanwhile, 404 Media reported that hackers were able to access Instagram accounts of high-profile figures like former President Barack Obama by [simply asking Meta’s AI support agents to hand them over](https://www.404media.co/hackers-simply-asked-meta-ai-to-give-them-access-to-high-profile-instagram-accounts-it-worked/?ref=supporthuman.cx). Just noting the irony of this, given that Meta debuted the AI support feature in a blog post called "[Boosting Your Support and Safety on Meta’s Apps With AI](https://about.fb.com/news/2026/03/boosting-your-support-and-safety-on-metas-apps-with-ai/?ref=supporthuman.cx)." Maybe they meant that *other* definition of boosting? ## And Now for Some Good News There were so many people announcing new jobs, promotions, certifications, etc. that I had to stop asking for permission to spotlight them and save them for next week. I remain cautiously hopeful? - [Ali Anderson](https://www.linkedin.com/in/ali-anderson-chs/?ref=supporthuman.cx) joined [EllaOla](http://www.ellaola.com/?ref=supporthuman.cx) as Director of Customer Experience. - [Taylor Carty](https://www.linkedin.com/in/taylor-carty/?ref=supporthuman.cx) joined [Greenlight](http://www.greenlight.com/?ref=supporthuman.cx) as Customer Operations Analyst. - [Drew DeCain](https://www.linkedin.com/in/drewdecain/?ref=supporthuman.cx) was promoted to Head of Customer Operations at [Leonardo247](https://leonardo247.com/?ref=supporthuman.cx). - [Champa Sharma](https://www.linkedin.com/in/champa-sharma-07a37627/?ref=supporthuman.cx) was promoted to Global Director, Technical Account Management at [Contentful](https://www.contentful.com/?ref=supporthuman.cx). - [Carissa Frear](https://www.linkedin.com/in/carissa-frear-ray-05a038b8/?ref=supporthuman.cx) was promoted to permanent Director of Global Support at [Zapier](https://zapier.com/?ref=supporthuman.cx). - [Grayce Lemmertz](https://www.linkedin.com/in/graycelemmertz/?locale=en&ref=supporthuman.cx) earned Customer Success Leader Certified Professional from [Gainsight](https://www.credly.com/badges/5f37d1e6-aa9d-42f4-9eaa-2ad8cc9fbe73/linked%5Fin?t=tdg80r&ref=supporthuman.cx). - [Martin Hobratschk](https://www.linkedin.com/in/hobratschk/?ref=supporthuman.cx) earned KCS v6 Practices Certification from [Consortium for Service Innovation](https://www.credly.com/badges/6f0cb02d-0b45-479f-bdbb-d701ea31ca08?ref=supporthuman.cx). - [Chiara Peretti](https://www.linkedin.com/in/chiara-peretti-ccxp-pmp%C2%AE-712bb259/?ref=supporthuman.cx) earned Project Management Professional (PMP) from [Project Management Institute](https://www.pmi.org/certifications/project-management-pmp?ref=supporthuman.cx). Great work y’all, and congrats! You’re killing it. ### A new perk for paying subscribers So I’ve been seriously coveting [Molly White’s shortform reading list](https://www.mollywhite.net/reading/shortform?ref=supporthuman.cx) for ages now. Well, this week, I was finally able to build my own version: [Footnotes](https://footnotes.supporthuman.cx/?ref=supporthuman.cx), named such because you know how I make love to my footnotes. It’s not limited to reading; I add stuff I’m watching and listening to, along with notes and commentary. It’ll preview what goes into the newsletter and probably include stuff beyond it, too. I’ve been working on ways to reward folks for [becoming a Support(ing) Human](https://supporthuman.cx/upgrade), so Footnotes is exclusive to paying subscribers. It’s not much, but it’s hopefully the first of a few perks to come, so stay tuned. ## Read, Watch, and Listen ### Read [Latesha Byrd](https://www.linkedin.com/in/lateshabyrd/?ref=supporthuman.cx) is writing a series on [the High-Performance Tax](https://www.linkedin.com/pulse/high-performance-tax-your-culture-fueling-excellence-latesha-byrd-qe0te/?ref=supporthuman.cx). Really looking forward to this series -- folks in CX roles tend to pay the performance tax at a much higher rate, and over a much longer period, than other roles in Tech do (simply by virtue of where we end up in the org chart). [Bee Gagliardi ](https://www.linkedin.com/in/securibee/?ref=supporthuman.cx)wrote about [how self-service isn’t the absence of service](https://www.beegagliardi.com/writing/self-service-is-not-the-absence-of-service?ref=supporthuman.cx). This article is a banger -- I'd love to quote the whole thing, but I can't, so instead I'll just say how much I love that Bee pointed out that if you're not moving a solution closer to the customer's intent, you're not building self-service, but unpaid labor. Preach! [Authority Magazine](https://medium.com/authority-magazine/sarah-caminiti-of-supportninja-on-how-to-build-lasting-customer-relationships-0cc9ab1b83cb?ref=supporthuman.cx) spoke with [Sarah Caminiti](https://www.linkedin.com/in/sarah-caminiti-5827b784/?ref=supporthuman.cx) about [building lasting customer relationships](https://medium.com/authority-magazine/sarah-caminiti-of-supportninja-on-how-to-build-lasting-customer-relationships-0cc9ab1b83cb?ref=supporthuman.cx). [Musubi’s](https://www.musubilabs.ai/?ref=supporthuman.cx) Fil Jankovic wrote about [how his team tried to detect bots across 500 comments and instead found a much more nuanced problem](https://www.musubilabs.ai/post/ai-comment-detection-what-we-found?ref=supporthuman.cx). [Permission Slip](https://www.linkedin.com/newsletters/permission-slips-7419778664252338176/?ref=supporthuman.cx) talked to [Deb Haas](https://www.linkedin.com/in/debhaasai/?ref=supporthuman.cx) about how everything is made up and the points don’t matter (okay, I added the points bit). A quick, lovely, and refreshing interview with Deb Haas of the Joy Prompt Club and AI Confidential. [Sarah Betts](https://www.linkedin.com/in/sarah-betts-dunn/?ref=supporthuman.cx) wrote about [the Worksheet Problem](https://buttondown.com/betts/archive/the-worksheet-problem/?ref=supporthuman.cx). Sarah articulates something I've often felt myself — that doing work for the sake of doing work for those of us who need a purpose and a direction kills our drive to succeed (and just compounds the burnout we're already feeling). ### Watch [Building Legendary Leaders](https://www.youtube.com/@BuildingLegendaryLeaders?ref=supporthuman.cx) talked to [Neil Smith](https://www.linkedin.com/in/neilaidansmith/?ref=supporthuman.cx) about [how to build a healthy culture on your Support team through structured hiring](https://www.youtube.com/watch?v=pwEdaVab0Sg&ref=supporthuman.cx). [Marginal Support](https://www.youtube.com/@MarginalSupport?ref=supporthuman.cx) talked to [Sal Cervantes](https://www.linkedin.com/in/salvador-cervantes/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fprofile%5Fview%5Fbase%5Frecent%5Factivity%5Fcontent%5Fview%3BPND2OJq2S6Oqr2%2F%2FAmvQSw%3D%3D&ref=supporthuman.cx) about what [building processes in Support Ops and creating a cool structure with Legos have in common](https://www.youtube.com/watch?v=Kwi0pfaTy7A&ref=supporthuman.cx)[.](https://www.youtube.com/watch?v=Kwi0pfaTy7A&ref=supporthuman.cx) I love Andre's podcast because he highlights little-talked-about topics in CX. But I love it even more for the diverse range of guests he interviews, which means we get to learn and grow with folks we might not hear from on other podcasts. I wish it many more episodes of insightful interviews. ### Listen [Big Boss Biscuits](https://open.spotify.com/show/6WVOIzanb6pVyfF41dF73d?ref=supporthuman.cx) talked to Taylor Coleman about [what to do when you’ve finally made it in your career, only to find it’s not a place you want to be](https://open.spotify.com/episode/6zOVDecQyAUwy42TG2m0Ub?si=759EbN53Qly3%5FqBzas0BWw&nd=1&dlsi=2aba10367fd74a17&ref=supporthuman.cx). [Happy to Help](https://happytohelp.buzzsprout.com/2208836/episodes?ref=supporthuman.cx) talked to [Andrew Rios](https://www.linkedin.com/in/riosa/?ref=supporthuman.cx) about [how Support teams can provide their value across the company](https://happytohelp.buzzsprout.com/2208836/episodes/19160073-how-support-teams-can-prove-their-value-across-the-company-with-andrew-coach-rios?ref=supporthuman.cx). [CX After Hours](https://yuma.ai/cx-after-hours?ref=supporthuman.cx) talked to [Cati Brunell-Brutman](https://www.linkedin.com/in/cati-brunell-brutman-5355b04a/?ref=supporthuman.cx) about [how CX is a goldmine of data](https://yuma.ai/cx-after-hours/ep3-cx-is-a-goldmine-of-data-with-cati-brunell-brutman?ref=supporthuman.cx). The [Safe Space podcast](https://safespacepodcast.buzzsprout.com/2439525?ref=supporthuman.cx) talked to [Alice Hunsberger](https://www.linkedin.com/in/alicehunsberger/?ref=supporthuman.cx) about [the need for checks and balances.](https://safespacepodcast.buzzsprout.com/2439525/episodes/19212901-alice-hunsberger-the-need-for-checks-and-balances?ref=supporthuman.cx) Alice cares so much about people, and she has so much to teach us. She's one of the few people whose work I boost whenever I see it! ## Upcoming Events JUN 16–17 NY Marriott at the Brooklyn Bridge in NYC, NY CX Forum East Hosted by [Forrester](https://www.forrester.com/?ref=supporthuman.cx). [Register →](https://www.forrester.com/event/cx-east/?ref=supporthuman.cx) JUN 16–18 Swansea University, UK Terrorism and Social Media Conference 2026 Hosted by [Cyber Threats Research Centre](https://www.swansea.ac.uk/law/cytrec/?ref=supporthuman.cx). [Tickets →](https://tasmconf2026.eventbrite.co.uk/?ref=supporthuman.cx) JUN 17 12pm ET Where to Start with AI Support in 2026 Webinar hosted by Help Scout. [Alison Groves](https://www.linkedin.com/in/alisongroves/?ref=supporthuman.cx) and [Abigail Phillips](https://www.linkedin.com/in/abigail-phillips-35a546158/?ref=supporthuman.cx). [Register →](https://articles.helpscout.com/webinar/where-to-start-with-ai-support/?ref=supporthuman.cx) JUN 17–18 Grand Hyatt Seattle, Seattle, WA Customer Success Summit Seattle Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/seattle/?%5Fgl=1%2A17gieq6%2A%5Fgcl%5Fau%2AMjA3NDUzNjA5Ny4xNzc0NzQ5MTA3&ref=supporthuman.cx) JUN 18 8am BST at Convene Sancroft, St Customer Success Festival London Paul's in London, UK. Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/londonjune?%5Fgl=1%2Ah3b450%2A%5Fgcl%5Fau%2AMjA3NDUzNjA5Ny4xNzc0NzQ5MTA3&ref=supporthuman.cx) JUN 22–25 Caesars Forum in Las Vegas, NV Customer Contact Week Las Vegas Hosted by [Customer Management Practice](https://www.customermanagementpractice.com/?ref=supporthuman.cx). [Register →](https://www.customercontactweek.com/ccw-lasvegas/registration/?ref=supporthuman.cx) JUN 24–26 3:30pm Australian EST All Things In Moderation 2026 Hosted by [Australian Community Managers](https://www.australiancommunitymanagers.com.au/?ref=supporthuman.cx). [Register →](https://events.zoom.us/ev/ApfEfixZQWuzKXzFzZHMZaciUqR5o6DzERfJi5hb1KOztmcUlyhO~AgXRHzuFAiBX1MdTSfFh1VnBEk8dpYumRounm0uC8Hs-UG5kgQLP41HUPw?ref=supporthuman.cx) JUN 25 8am CT Chief Customer Officer Summit Austin Austin Marriott South, Austin, TX. Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/ccoaustin?%5Fgl=1%2Ah3b450%2A%5Fgcl%5Fau%2AMjA3NDUzNjA5Ny4xNzc0NzQ5MTA3&ref=supporthuman.cx) JUN 29–30 Hyatt Regency San Francisco, in San Francisco, CA CX Forum West Hosted by [Forrester](https://www.forrester.com/?ref=supporthuman.cx). [Register →](https://www.forrester.com/event/cx-west/?ref=supporthuman.cx) ![Screenshot of a post from LinkedIn by Maggy Snyder that has a gif from Mean Girls of one of the girls exclaiming "We should totally just stab Caesar!" with the caption: Me any time I see a post about a billionaire"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/we_should_just_stab_caesar.png) 1. He might have also generated it too? It’s not entirely clear to me where the pic came from. 2. Hey, if you’re still on X…why the fuck are you still on X? Seriously, why. I’d like to know so that I can yell at you about how that’s a stupid fucking reason to still be on X. 3. H/T to [Nico Boyce](https://www.linkedin.com/in/nicoboyce/?ref=supporthuman.cx) for putting this on my radar. ### Customer Experience & Growth Automation Manager URL: https://supporthuman.cx/jobs/customer-experience-growth-automation-manager/ Last updated: 2026-08-25T06:00:41.000Z ## [Saalt](https://saalt.com/pages/saalt-careers?ref=supporthuman.cx) | $40,000–$55,000 **Steph's Notes:** This one was reader-submitted, thanks! > *At Saalt, we immerse our team in an exceptional work environment with opportunities to learn and grow.* Why does this kind of statement on a Careers page just never bode well for the actual job description? Oy. > *If you are looking to make a worldwide impact, Saalt is the place for you. Saalt HQ is located in beautiful Boise, Idaho.* There is just something about "world-wide impact" immediately followed by "Boise, Idaho" that is deeply funny. List benefits as perks, making my eye twitch! Although apparently they do offer no-cost in-house daycare, so that kind of balances it? On to the JD -- I'm going to be honest, Customer Experience & Growth Automation Manager is an interesting combination and I'm not sure if I like it or hate it. > *Saalt is one of the fastest-growing brands in women’s health and sustainable period care, and we need a CX leader who wants to actively be involved in shaping the ongoing strategy. Saalt has developed a reputation for delivering the best Customer Experience and education in the industry. With a shifting competitive landscape and new technologies comes a need to constantly reassess the principles of how to deliver customer delight and education. Your job will be to help continually improve Saalt’s CX processes and update best-in-class playbook over time.* I'm confused at the job title for this, then – feels like it should definitely be more senior. > *Work with the Saalt Leadership Team on setting the vision and direction of the CX Team and the role customer delight plays in the long-term vision for Saalt as an industry leader in customer satisfaction and thought leader in women’s health. Handle the logistics: budget, systems, scheduling, and coverage, including occasional evening or weekend rotations because our customers don’t stop, and neither do we.* Oh yeah, this is definitely not a Manager position – it should be Head of/Director, at least. > *Become an expert in menstrual cups/discs, period underwear, reusable period care, and menstrual health. (You didn’t think you were going to read that in a job description today!)* This seems like odd and casual sexism from a period product company. It's your product, and *a* product like anything else – why would I be surprised to read that in a job description for a period product company? Companies trying to be cute almost always make it weird instead, I swear. > *Become an expert in all Saalt products and adjacent areas and lead the team in generating content to support customer education and marketing efforts broadly.* Mmmm, this is weird. And there's no way they're compensating the Support team appropriately for marketing content they've created. > *$40,000–$55,000 depending on experience* Absolutely not. ABSOLUTELY FUCKING NOT. Period companies, GET YOUR SHIT TOGETHER OH MY GOD [Read this issue →](https://supporthuman.cx/p/08june26-bad-job-bingo) --- ### Original Job Description: [Customer Experience & Growth Automation Manager](https://saalt.bamboohr.com/careers/81?ref=supporthuman.cx) Customer Experience & Growth Automation Manager CX & Marketing Team, Full-Time Hybrid in Boise, Idaho Who We Are: Saalt empowers people to care for their periods in a healthy and sustainable way. We do this by creating high-performance products and stigma-breaking branding that engage customers and communities, pioneering the way to bring sustainable, clean period care to the mainstream consumer. Saalt invests in women and communities across the globe through period care donations, and by funding scholarships and life skills training to change generations. As a certified B Corp, we strive to be the change we seek in the world, conduct business knowing that people and planet matter and aspire to use business as a force for good to benefit all. We create modern reusable period care without the toxins, the chemicals, and the wrappers you throw away every month. We commit to do more with less, make deliberate choices about our bodies, and believe everyone should know what their cervix is. Our growing team is based in beautiful Boise, Idaho. [www.saalt.com](http://www.saalt.com/?ref=supporthuman.cx) The Challenge: Saalt is one of the fastest-growing brands in women’s health and sustainable period care, and we need a CX leader who wants to actively be involved in shaping the ongoing strategy. Saalt has developed a reputation for delivering the best Customer Experience and education in the industry. With a shifting competitive landscape and new technologies comes a need to constantly reassess the principles of how to deliver customer delight and education. Your job will be to help continually improve Saalt’s CX processes and update best-in-class playbook over time. You’ll lead a team, shape the full customer journey, and work hand-in-hand with marketing to turn great CX into a real growth driver. If you love building systems, get excited by AI, and genuinely care about delivering the very best customer experience and helping customers find success, this is the role for you. What You’ll Own: Team & People Leadership - Work with the Saalt Leadership Team on setting the vision and direction of the CX Team and the role customer delight plays in the long-term vision for Saalt as an industry leader in customer satisfaction and thought leader in women’s health. - Lead the CX team handling day-to-day tickets improving our customer satisfaction. - Set the direction, define what “great” looks like, and build a coaching culture where your team improves over time and you become an expert in company products, policies, and procedures - Be the person people turn to when customer issues get complicated or sensitive. - Handle the logistics: budget, systems, scheduling, and coverage, including occasional evening or weekend rotations because our customers don’t stop, and neither do we. CX Strategy & Continuous Improvement - Become an expert in menstrual cups/discs, period underwear, reusable period care, and menstrual health. (You didn’t think you were going to read that in a job description today!) - Own the end-to-end CX strategy across email, chat, social (Instagram, Facebook, TikTok Shop, YouTube), and Amazon, all running through Gorgias. - Come in with fresh eyes to improve processes around the customer journey. - Be a collaborative and cross-functional leader in the company and advocate for the voice of the customer in all areas. - Track the right KPIs (including NPS), dig into what customers are telling us, and feed those insights back into product, packaging, and content teams to drive improvement. - Monitor and respond to reviews across e-commerce and retail platforms. - Track complaints and investigate root causes in line with FDA guidelines and provide reporting and feedback to managers and the Leadership Team. - Become an expert in all Saalt products and adjacent areas and lead the team in generating content to support customer education and marketing efforts broadly. AI & Automation - Lead the way on using AI to make the team smarter and faster, not just cheaper, so your team can spend time on higher-level work that delivers more value for the customer. - Build proactive tools and workflows that catch customer pain points before they turn into tickets, including continually assessing and implementing tech solutions, automations and AI to optimize response time, accuracy and delight for the customer’s experience and company efficiency. - Stay curious about what’s new in CX tech and bring the best of it to Saalt. Pre-Sale Experience & Conversion - Help customers find the right product before they even hit checkout, reducing returns, exchanges, and post-purchase regret. - Work closely with the marketing team on educational content, blog posts, and pre-sale messaging that builds confidence and drives conversion. - Huge plus if you are comfortable on camera and eager to partner with the marketing team on customer-first content. Compensation: $40,000–$55,000 depending on experience Perks: - Company Paid Health Insurance (medical/dental/vision/life) - 401k & Roth 401k - No-Cost, In-House Preschool - Casual Dress Code - Wellness Stipend - Flexible PTO At Saalt, we immerse our Team in an exceptional work environment with opportunities to learn and grow. You will be surrounded by colleagues who are committed to ensuring your success. If you are looking to make an impact on the world, Saalt is the place for you. Saalt is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status under applicable law. [Apply for this job →](https://saalt.bamboohr.com/careers/81?ref=supporthuman.cx) ### Support Specialist URL: https://supporthuman.cx/jobs/support-specialist-2/ Last updated: 2026-08-07T22:06:31.000Z ## [Flo](https://flo.health/careers?ref=supporthuman.cx) | $20,662-$22,164 **Steph's Notes:** This one was reader-submitted, thanks! This is one of the first paragraphs you see on Flo's Careers page: > *Work with top talent - At Flo we expect every new hire to raise the bar. By exceeding our own expectations, we ensure that we always work with the top professionals in every field.* That's "we only hire the best of the best" in somehow shittier clothing, in case you were wondering. Flo's benefits are mostly meh (executive leadership gets more days off than employees do, because of course they do), but this racks up another BJB square (lists "Workcations" as a benefit): > *Our popular Workation policy also allows you to work from anywhere for up to 2 months a year.* Okay, on to the job listing. > *AI-powered, privacy-first* Forgive me if I consider that an oxymoron. > In this position, you'll follow a rotating schedule that includes 2 days of work, followed by 2 days off, and then 2 more workdays and 2 days off again (including working on public holidays). Each workday lasts 11 hours. I'm sorry, the fuck? Is Flo confusing its Support team with EMTs??? What about this role requires this kind of setup? > *We only support our users by e-mail, so there is no need to hang on the phone for the whole day!* Then why the fuck are you wanting your Support team to work 22 HOURS IN TWO DAYS JESUS FUCKING CHRIST > *Must have:* Excellent command of English is a must, Strong communication and problem-solving skills, Patience and an ability to handle stress, Love of modern technologies." This is a period app. A PERIOD APP. Despite that, the Support team should not be at risk of getting bloody. > *Salary Range - gross per month (ranges may vary based on skills and experience: €1.721 - €1.847 EUR* ARE YOU FUCKING KIDDING ME > *Our strength is in our differences. At Flo, hiring is based on merit, skill and what you bring to the role – nothing else. We’re proud to be an equal opportunity employer, and we welcome applicants from all backgrounds, communities and identities.* Oh, and heavily implied racism as a bonus!!! Hey. Hey Flo. This is a bad job and you should feel bad. Why should people with uteri trust you with their sensitive health information when we can't trust you with your employees? **Note:** ALSO ALSO, y'all should know that this JD changed significantly between the reader submitting it and my rating it. Here's a selection of things the reader quoted at the time of submission that no longer seem to be in the JD, for reasons unknown: - This was a freelance contract position – now the status of the role is very unclear. - *The compensation for this role is set at an hourly rate of up to €11.10 gross EUR"*– This is STILL MORE than the lowest part of the current salary range, by the way. - *You’ll be working with people who take their work seriously, not themselves.* – Greeeeeeaaaaaaaat. [Newsletter Issue](https://supporthuman.cx/p/08june26-bad-job-bingo?ref=jobs.supporthuman.cx) --- ### Original Job Description: [Support Specialist](https://job-boards.greenhouse.io/flohealth/jobs/7747975003?ref=supporthuman.cx) Vilnius **500M+ downloads. 80M+ monthly users. A decade of building – and we’re still accelerating.** Flo is the world’s #1 health & fitness app worldwide on a mission to build a better future for female health. Backed by a $200M investment led by General Atlantic, we became the first product of our kind to reach a $1B valuation in 2024 – and we’re not slowing down. With 7M paid subscribers and the highest-rated experience in the App Store’s health category, we’ve spent 10 years earning trust at scale. Now, we’re building the next generation of digital health – AI-powered, privacy-first, clinically backed – to help our users know their body better. **The job** Our Support team helps our users by answering their questions and solving issues that they have. We only support our users by e-mail, so there is no need to hang on the phone for the whole day! In this position, you'll follow a rotating schedule that includes 2 days of work, followed by 2 days off, and then 2 more workdays and 2 days off again (including working on public holidays). Each workday lasts 11 hours. **Your Experience** **Must have:** - Excellent command of English is a must, - Strong communication and problem-solving skills, - Patience and an ability to handle stress, - Love of modern technologies. **Nice to have:** - Knowledge of one more foreign language will be a plus. **What you'll be doing** **You'll be responsible for:** - Responding to user requests about the app usage in a timely and accurate way via email, - Escalating issues to the engineering team, - Identifying and analyzing user needs to provide insights to the product team, - Contributing to the projects that would help to improve our current Support processes. **Your targets will be:** - Achieving and maintaining high answering speed and support quality results. Salary Range - gross per month (ranges may vary based on skills and experience) €1.721 - €1.847 EUR **How we work** We’re a mission-led, product-driven team. We move fast, stay focused and take ownership – from brief to build to impact. Debate is encouraged. Decisions are shared. We care about craft, ship with purpose, and always raise the bar. You’ll be working with people who take their work seriously, not themselves. It takes commitment, resilience, and the drive to keep going when things get tough. Because better health outcomes are worth it. **What you'll get** We support impact with meaningful reward. Here’s what that looks like: - Competitive salary and annual reviews - Opportunity to participate in Flo’s performance incentive scheme - Paid holiday, sick leave, and female health leave - Enhanced parental leave and pay for maternity, paternity, same-sex and adoptive parents - Accelerated professional growth through world-changing work and learning support - In-person collaboration and work in a hybrid model, with 3 days per week spent in the office - 5-week fully paid sabbatical at 5-year Floversary - Flo Premium for friends & family, plus more health, pension and wellbeing perks **Diversity, equity and inclusion** Our strength is in our differences. At Flo, hiring is based on merit, skill and what you bring to the role – nothing else. We’re proud to be an equal opportunity employer, and we welcome applicants from all backgrounds, communities and identities. Read our [privacy notice for job applicants](https://flo.health/privacy-policy-for-job-applicants?ref=supporthuman.cx). [Apply for this job →](https://job-boards.greenhouse.io/flohealth/jobs/7747975003?ref=supporthuman.cx#:~:text=Create%20alert-,Apply%20for%20this%20job) ### Senior Manager, Dedicated Product Support URL: https://supporthuman.cx/jobs/senior-manager-dedicated-product-support/ Last updated: 2026-08-07T22:06:32.000Z ## [Bullhorn](https://www.bullhorn.com/careers-at-bullhorn/?ref=supporthuman.cx) | $110,000 - $125,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This one was reader-submitted, thanks! Application is on Workday. My condolences. The Bullhorn Careers page prominently displays Best Place to Work awards, so of course that meant a trip to Glassdoor -- and what an interesting trip it was: Not only were the reviews overwhelmingly negative (and recent good reviews feel like the result of a review gaming campaign), but, in a turn I don't think I've ever seen before: the senior leadership of the company is personally responding to negative feedback and \*signing off with their names.\* Some of the responses demonstrate effectively why those bad reviews are racking up -- here's an example: > *Nothing I say here will change your mind about how you feel about us & leaving the company. I want all of our employees to leave here and believe they had a good experience, so it's a bummer, but I cannot control how someone chooses to depart. I do wish you great success in your next chapter, and hope that you find the fulfillment that every person deserves.* > For anyone else who is reading this, I'll say this. One of the key tenants of our Core Values is to give the benefit of the doubt - and that goes both ways. I could argue all the points above, one by one. While it might feel good to do so, it's not productive. As an executive here, responsible for the single most costly & valuable asset we have, our people, my entire day is thinking about how to make this a great place to work. And I love to do that creatively, and with data, and with the collaboration of our people. I care, and my door is always open! - Kelley Morse, CP So yeah. Wild stuff. This is an equally wild opening paragraph in the job listing: > *The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.* You know things are bad when the team requires a \*behavioral guide\* to interact with customers and coworkers. Also, why the casual ableism? > *Bullhorn is a fast-paced and dynamic environment* Oh don't worry, you've made that clear already. > *This is a highly visible, senior-level role that serves as the primary Support leadership presence for key accounts, one that requires executive credibility and operational command.* Maybe it's that executive command bit, but boy does this sound menacing. > *Beyond managing a team of DPSAs, you will personally lead the most complex, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority.* What exactly is the product that it's requiring composure? > *You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive continuous improvement at the program level. This role is for someone who doesn't just manage support. They elevate it.* Okay, then *elevate* this role to the VP-level, because Senior Manager ain't gonna do it. > *Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions* Seriously, what the hell is this product? > *Advocate assertively for customer needs and influence prioritization decisions at the program level* Woo, between this bit and "executive credibility," a picture sure is developing about this company's culture, and it definitely involves a bull and its horns. > *If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.* Because nothing says casual like constantly warning candidates about needing composure in a high-stakes environment! $110,000 - $125,000 is not nearly enough money for a role like this, and the title isn't nearly senior enough to do what they want this role to do. Unfortunately, another one for \*\*Seriously, Maybe Don't\*\*\*! **From the reviews:** - "Lost the magic touch" (2 stars) - "Talented Teams, but Compensation is Driving Turnover" (1 star) - "Technical support analyst" (So much for being human" (1 star) - "Don't fall for it" (2 stars) - "Compensation needs to be reviewed" (2 stars) [Read this issue →](https://supporthuman.cx/p/08june26-bad-job-bingo) --- ### Original Job Description: [Senior Manager, Dedicated Product Support](https://bullhorn.wd1.myworkdayjobs.com/en-US/BullhornCareers/details/Manager--Product-Support%5FJR1256?ref=supporthuman.cx) remote type Fully Remotelocations Remote - NOAM time type Full time posted on Posted 17 Days Ago job requisition idJR1256 Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone. **About the role** We are seeking a Senior Manager of Dedicated Product Support to lead a specialized team of analysts supporting a set of strategic enterprise customers. This is a highly visible, senior-level role that serves as the primary Support leadership presence for key accounts, one that requires executive credibility and operational command. Beyond managing a team of DPSAs, you will personally lead the most complex, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority. You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive continuous improvement at the program level. This role is for someone who doesn't just manage support. They elevate it. **A typical day will include...** **Escalation Management** - Take personal ownership of high-impact escalations, driving resolution with urgency and clear stakeholder communication - Lead difficult customer conversations with composure, setting realistic expectations while maintaining trust - Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions **Operational Excellence** - Hold the team to a high standard of backlog hygiene and case progression across all assigned accounts - Partner with Support Operations to ensure coverage, capacity, and process efficiency - Proactively identify trends affecting customer experience and drive improvements before they become escalations **Cross-Functional Collaboration** - Lead cross-functional engagement with Product, Engineering, Customer Success, and Services to resolve complex customer issues - Advocate assertively for customer needs and influence prioritization decisions at the program level - Drive continuous improvement of the dedicated support model, bringing a point of view on what should change and why **This role is a fit for you if…** - 5-7+ years of experience in Product Support, Technical Support, or Customer Experience - 2–4+ years of people management experience preferred - Proven experience handling high-severity escalations and executive level customer-facing situations - Strong executive presence with the ability to lead customer conversations confidently - Exceptional verbal and written communication skills - Working knowledge of enterprise SaaS solutions and the ability to quickly understand customer environments, business models, and industry context (staffing industry experience preferred). - Demonstrated ability to make decisions quickly in high-pressure environments - Experience supporting enterprise or strategic customers is strongly preferred **Bonus Points for:** - Staffing industry experience - Experience in the SaaS industry or with cloud-based software solutions - Proven track record of managing support teams and improving support processes - Interest and/or understanding of AI The annual base salary range for this position is $110,000 - $125,000\. In addition, this role is eligible for an annual target bonus & a comprehensive benefits package. **Compensation and Transparency Statement** The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability. In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request. **What we offer...** - Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more - Unlimited Planned Paid Time Off - Global Mental Health Support - On-Demand Learning & Development - Quarterly paid volunteer days - Lucrative Employee Referral Program (eligible for prior to your first day) - Company-wide mentor program Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us. ### Things get a little, shall we say, hysterical URL: https://supporthuman.cx/p/things-get-a-little-shall-we-say-hysterical/ Last updated: 2026-10-02T18:17:09.000Z Apologies for the super short post! Catching up on 8 weeks of stuff is fuuuuunnnn. However, I do bring you a Bad Job Bingo novelty: our first all-reader-submitted, all Seriously Maybe Don’t issue. Enjoy! ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* Sadly, none this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* Sadly, none this week. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* None this week. ## **BINGO** *Welp.* None this week. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Senior Manager, Dedicated Product Support](https://www.jobs.supporthuman.cx/senior-manager-dedicated-product-support/?ref=supporthuman.cx) Bullhorn · $110k-$125k · Remote, US, CAN, MX This one was reader-submitted, thanks! Application is on Workday. My condolences. The Bullhorn Careers page prominently displays Best Place to Work awards, so of course that meant a trip to Glassdoor -- and what an interesting trip it was: "Lost the magic touch" (2 stars) "Talented Teams, but Compensation is Driving Turnover" (1 star) "So much for being human" (1 star) "Don't fall for it" (2 stars) "Compensation needs to be reviewed" (2 stars) Not only were the reviews overwhelmingly negative (and recent good reviews feel like the result of a review-gaming campaign), but, in a turn I don't think I've ever seen before: the senior leadership of the company is personally responding to negative feedback and *signing off with their names.* Some of the responses demonstrate effectively why those bad reviews are racking up -- here's an example: > Nothing I say here will change your mind about how you feel about us & leaving the company. I want all of our employees to leave here and believe they had a good experience, so it's a bummer, but I cannot control how someone chooses to depart. I do wish you great success in your next chapter, and hope that you find the fulfillment that every person deserves. *For anyone else who is reading this, I'll say this. One of the key tenants of our Core Values is to give the benefit of the doubt - and that goes both ways. I could argue all the points above, one by one. While it might feel good to do so, it's not productive. As an executive here, responsible for the single most costly & valuable asset we have, our people, my entire day is thinking about how to make this a great place to work. And I love to do that creatively, and with data, and with the collaboration of our people. I care, and my door is always open! - Kelley Morse, CPO* So yeah. Wild stuff. This is an equally wild opening paragraph in the job listing: > The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. You know things are bad when the team requires a *behavioral guide* to interact with customers and coworkers. Also, why the casual ableism? > Bullhorn is a fast-paced and dynamic environment Oh don't worry, you've made that clear already. > This is a highly visible, senior-level role that serves as the primary Support leadership presence for key accounts, one that requires executive credibility and operational command. Maybe it's that executive command bit, but boy does this sound menacing. > Beyond managing a team of DPSAs, you will personally lead the most complex, high-stakes customer situations: escalations, critical incidents, and executive-level conversations that require composure, judgment, and authority. What exactly is the product that it's requiring composure? > You will shape how Support shows up for our most important customers, influence cross-functional decisions, and drive continuous improvement at the program level. This role is for someone who doesn't just manage support. They elevate it. Okay, then *elevate* this role to the VP-level, because Senior Manager ain't gonna do it. > Exercise sound judgment on when and how to engage senior leadership and cross-functional partners, keeping escalations from becoming broader organizational disruptions Seriously, what the hell is this product? > Advocate assertively for customer needs and influence prioritization decisions at the program level Woo, between this bit and "executive credibility," a picture sure is developing about this company's culture, and it definitely involves a bull and its horns. > If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us. Because nothing says casual like constantly warning candidates about needing composure in a high-stakes environment! $110,000 - $125,000 is not nearly enough money for a role like this, and the title isn't nearly senior enough to do what they want this role to do. Unfortunately, another one for **Seriously, Maybe Don't**! #### [Customer Experience & Growth Automation Manager](https://www.jobs.supporthuman.cx/customer-experience-growth-automation-manager/?ref=supporthuman.cx) Saalt · $40k-$55k · Hybrid, US-Boise, Idaho This one was reader-submitted, thanks! > At Saalt, we immerse our team in an exceptional work environment with opportunities to learn and grow. Why does this kind of statement on a Careers page just never bode well for the actual job description? Oy. > If you are looking to make a worldwide impact, Saalt is the place for you. Saalt HQ is located in beautiful Boise, Idaho. There is just something about "world-wide impact" immediately followed by "Boise, Idaho" that is deeply funny. List benefits as perks, making my eye twitch! Although apparently they do offer no-cost in-house daycare, so that kind of balances it? On to the JD -- I'm going to be honest, Customer Experience & Growth Automation Manager is an interesting combination and I'm not sure if I like it or hate it. > Saalt is one of the fastest-growing brands in women’s health and sustainable period care, and we need a CX leader who wants to actively be involved in shaping the ongoing strategy. Saalt has developed a reputation for delivering the best Customer Experience and education in the industry. With a shifting competitive landscape and new technologies comes a need to constantly reassess the principles of how to deliver customer delight and education. Your job will be to help continually improve Saalt’s CX processes and update best-in-class playbook over time. I'm confused at the job title for this, then -- feels like it should definitely be more senior. > Work with the Saalt Leadership Team on setting the vision and direction of the CX Team and the role customer delight plays in the long-term vision for Saalt as an industry leader in customer satisfaction and thought leader in women’s health. Handle the logistics: budget, systems, scheduling, and coverage, including occasional evening or weekend rotations because our customers don’t stop, and neither do we. Oh yeah, this is definitely not a Manager position -- it should be Head of/Director, at least. > Become an expert in menstrual cups/discs, period underwear, reusable period care, and menstrual health. (You didn’t think you were going to read that in a job description today!) This seems like odd and casual sexism from a period product company. It's your product, and *a* product like anything else -- why would I be surprised to read that in a job description for a period product company? Companies trying to be cute almost always make it weird instead, I swear. > Become an expert in all Saalt products and adjacent areas and lead the team in generating content to support customer education and marketing efforts broadly. Mmmm, this is weird. And there's no way they're compensating the Support team appropriately for marketing content they've created. > $40,000–$55,000 depending on experience Absolutely not. ABSOLUTELY FUCKING NOT. Period companies, GET YOUR SHIT TOGETHER OH MY GOD #### [Customer Success Manager (Remote)](https://www.jobs.supporthuman.cx/customer-success-manager-remote/?ref=supporthuman.cx) Rankbreeze · $24k-$30k CAD · Remote, CAN This one was reader-submitted, thanks! Oh dear, where do I begin? First, I'm not entirely certain Rankbreeze is a real company. There's no About Us or Careers page, just a very barebones website that features people talking about Rankbreeze -- maybe customers, maybe just people paid to pretend to be customers at some kind of conference? There are other testimonials, but it all just feels weird and fishy. Second, the job site they're using is an AI recruitment software that is similarly hella sus, supposedly used by a bunch of companies I've never heard of. It's all just super suspicious. We BINGOed out before we even hit the "This role is NOT for you if" but just for shits and giggles, here it is in all its infamy: > You prefer slow-paced environments or struggle to manage multiple priorities at once > You're not a self-starter who can take initiative in line with company values. > You are not tech-savvy or feel overwhelmed learning new tools and systems > You are not highly organized or tend to miss details > You are not proactive and need constant direction > You are not genuinely interested in customer success or the vacation rental space > You struggle with clear, professional communication across written, verbal, and video formats > You’re not willing to go the extra mile to win > You’re comfortable with the status quo and prefer not to challenge or improve existing systems. > You don’t have a curious mindset > You don’t want to be on the support frontline I could go on, but I'm going to put as much effort into this rating as the company did into this job listing: none! Throwing in **Seriously, Maybe Don't** because of...everything, and also because they want "pre-interview" questions in the form of a video. #### [Support Specialist](https://www.jobs.supporthuman.cx/support-specialist-2/?ref=supporthuman.cx) Flo · $21k-$22k EUR · Onsite, LT-Vilnius This one was reader-submitted! This is one of the first paragraphs you see on Flo's Careers page: > Work with top talent - At Flo we expect every new hire to raise the bar. By exceeding our own expectations, we ensure that we always work with the top professionals in every field. That's "we only hire the best of the best" in somehow shittier clothing, in case you were wondering. Flo's benefits are mostly meh (executive leadership gets more days off than employees do, because of course they do), but this racks up another BJB square (lists "Workcations" as a benefit): > Our popular Workation policy also allows you to work from anywhere for up to 2 months a year. Okay, on to the job listing. > AI-powered, privacy-first Forgive me if I consider that an oxymoron. > In this position, you'll follow a rotating schedule that includes 2 days of work, followed by 2 days off, and then 2 more workdays and 2 days off again (including working on public holidays). Each workday lasts 11 hours. — I'm sorry, the fuck? Is Flo confusing its Support team with EMTs??? What about this role requires this kind of setup? > We only support our users by e-mail, so there is no need to hang on the phone for the whole day! Then why the fuck are you wanting your Support team to work 22 HOURS IN TWO DAYS JESUS FUCKING CHRIST > Must have: Excellent command of English is a must, Strong communication and problem-solving skills, Patience and an ability to handle stress, Love of modern technologies. This is a period app. A PERIOD APP. Even so, the *Support team* should not be at risk of getting bloody. > Salary Range - gross per month (ranges may vary based on skills and experience): €1.721 - €1.847 EUR ARE YOU FUCKING KIDDING ME > Our strength is in our differences. At Flo, hiring is based on merit, skill and what you bring to the role – nothing else. We’re proud to be an equal opportunity employer, and we welcome applicants from all backgrounds, communities and identities. Oh, and heavily implied racism as a bonus!!! Hey. Hey Flo. This is a bad job and you should feel bad. Why should people with uteri trust you with their sensitive health information when we can't even trust you with your employees? **Note:** ALSO ALSO, y'all should know that this JD changed significantly between the reader submitting it and my rating it. Here's a selection of things the reader quoted at the time of submission that no longer seem to be in the JD, for reasons unknown: This was a freelance contract position—now the status of the role is very unclear. > "The compensation for this role is set at an hourly rate of up to €11.10 gross EUR" This is STILL more than the lowest part of the current salary range, by the way. > You’ll be working with people who take their work seriously, not themselves. Greeeeeeaaaaaaaat. ![Screenshot of a social media post (platform unclear) that says: Dzintra - Author @DzintraSullivan There's a new guy at work named Wayne Bruce, and I said, "Ah, Manbat, my old nemesis." Nobody got it. My talents are wasted there.](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/F7E07447-6AA8-4CF7-8522-A5C086039B21_1_102.jpeg) ### Customer Success Manager (Remote) URL: https://supporthuman.cx/jobs/customer-success-manager-remote-2/ Last updated: 2026-08-07T22:06:33.000Z ## [Rankbreeze](https://jobs.cvviz.com/rankbreeze?ref=supporthuman.cx) | $24,000-$30,000 **Steph's Notes:** This one was reader-submitted, thanks! Oh dear, where do I begin? First, I'm not entirely certain Rankbreeze is a real company. There's no About Us or Careers page, just a very barebones website that features people talking about Rankbreeze – maybe customers, maybe just people paid to pretend to be customers at some kind of conference? There are other testimonials, but it all just feels weird and fishy. Second, the job site they're using is an AI recruitment software that is similarly hella sus, supposedly used by a bunch of companies I've never heard of. It's all just super suspicious. We BINGOed out before we even hit the "This role is NOT for you if" but just for shits and giggles, here it is in all its infamy: > *You prefer slow-paced environments or struggle to manage multiple priorities at once* > You're not a self-starter who can take initiative in line with company values. > You are not tech-savvy or feel overwhelmed learning new tools and systems > You are not highly organized or tend to miss details > You are not proactive and need constant direction > You are not genuinely interested in customer success or the vacation rental space > You struggle with clear, professional communication across written, verbal, and video formats > You’re not willing to go the extra mile to win > You’re comfortable with the status quo and prefer not to challenge or improve existing systems. > You don’t have a curious mindset > You don’t want to be on the support frontline I could go on, but I'm going to put as much effort into this rating as the company did into this job listing: none! Throwing in \*\*Seriously, Maybe Don't\*\* because of...everything, and also because they want "pre-interview" questions in the form of a video. [Read this issue →](https://supporthuman.cx/p/08june26-bad-job-bingo) --- ### Original Job Description: [Customer Success Manager (Remote)](https://jobs.cvviz.com/rankbreeze/job%5F80105%5FCustomer%5FSuccess%5FManager%5F%28Remote%29?ref=supporthuman.cx) Skills Required : Customer Relationship Management CRM, SaaS, Google Suite, Intercom ### Company Overview: At Rankbreeze, we’re on a mission to help vacation rental managers grow their businesses through smarter data and better decision-making. Our platform helps property managers optimize their listings, improve Airbnb visibility, and set dynamic prices with confidence - turning curious guests into booked reservations.We provide tools for A/B testing, market analysis, and revenue optimization that help thousands of hosts uncover growth opportunities and make every listing reach its full potential. From pricing strategy to visibility improvements, Rankbreeze gives property managers the insights they need to move forward with confidence.We’re a global, remote team of ambitious builders who love solving meaningful challenges and seeing the impact of our work in the real world. Every voice here matters, and every idea contributes to helping hosts and property managers succeed online.If you’re excited by the idea of working with passionate people and creating tools that help thousands of hosts thrive, you’ll love being part of Rankbreeze. ### Role Overview: We’re looking for a motivated **Customer Success Manager** to help our growing team scale our product support.You’ll be key in supporting new & existing customers with your product expertise and ensuring their property listings perform optimally.If you enjoy helping customers learn software products, coordinating between teams, managing timelines, and constantly improving processes, this role is for you!This position is ideal for someone who’s tech-savvy, thrives in fast-paced environments, and is passionate about delivering high-quality service experiences.This role is set as a long-term **independent contractor** position. ### Key Responsibilities include, but are not limited to: - **Scalable Customer Onboarding & Success:** Guide new customers through a seamless onboarding process with our software platform, setting them up for success. - **Ongoing Customer Support:** Act as the main point of contact for customers, addressing questions about software and services as the product expert, while maintaining high customer satisfaction. - **Project Coordination:** Coordinate bug reports and feature requests between operations, support, and development teams. Manage timelines and coordinate efforts between teams of writers, editors, and customers to ensure smooth execution of services. - **Service Management:** Oversee ongoing professional services for listing optimization to ensure client satisfaction and maximum revenue generation. - **Process Improvement:** Identify ways to improve project workflows and service processes, contributing to overall efficiency and customer success. - **Performance Monitoring:** Regularly analyze and report on customer performance metrics, ensuring consistent improvements and identifying growth opportunities. - **Smart Support Optimization**: Utilize AI to enhance response efficiency without losing the personal touch that drives customer satisfaction. ### We’re Looking For Someone Who Has/Is: - Minimum 2 years in customer success and/ or SaaS support, ideally in a startup or technology environment. - Tech-savvy, proficient in using support software and quick to learn new tools and systems. - Forward-thinking, intuitive, and action-oriented. - Detail-oriented, highly organized, with strong project management skills and the ability to manage multiple priorities simultaneously. - Strong problem-solving abilities and a customer-focused mindset - Personable with exceptional communication skills (written, verbal, and in video). - Able to thrive in a fast-paced, demanding startup environment. - Fluent in English. ### Bonus Points: - Familiarity with Airbnb and the vacation rental market. ### This role is NOT for you if: - You prefer slow-paced environments or struggle to manage multiple priorities at once - You're not a self-starter who can take initiative in line with company values. - You are not tech-savvy or feel overwhelmed learning new tools and systems - You are not highly organized or tend to miss details - You are not proactive and need constant direction - You are not genuinely interested in customer success or the vacation rental space - You struggle with clear, professional communication across written, verbal, and video formats - You’re not willing to go the extra mile to win - You’re comfortable with the status quo and prefer not to challenge or improve existing systems. - You don’t have a curious mindset - You don’t want to be on the support frontline ### Why Rankbreeze? - Be part of a growing Canadian tech company with a global reach. - Work in a flexible, remote environment. - Enjoy continuous opportunities for professional growth. ### Benefits of Joining Our Team - Growth opportunities - Remote work environment - Collaborative and fun team - Public holidays off - Vacation accommodation benefits ### How to Apply: 1. Answer all the questions within this job posting. Include a link to your LinkedIn profile, and the word “banana” as part of your response in a fun & unique way. This helps us understand that you’ve read this section before applying. 2. Submit your resume, and a cover letter explaining your interest and suitability for the role that includes a link to your LinkedIn profile and any relevant work samples. 3. Submit pre-interview answers here: [https://www.videoask.com/fcw4rxyq4 ](https://www.videoask.com/fcw4rxyq4%C2%A0?ref=supporthuman.cx) We’d love to hear from you! Join Rankbreeze and help our team unlock their full potential. [Apply for this job →](https://jobs.cvviz.com/rankbreeze/job%5F80105%5FCustomer%5FSuccess%5FManager%5F%28Remote%29?ref=supporthuman.cx) ### beehiiv’s Tyler Denk Reminds Us That Tech Is Just Assholes All the Way Down URL: https://supporthuman.cx/p/beehiivs-tyler-denk-reminds-us-that-tech-is-just-assholes-all-the-way-down/ Last updated: 2026-08-08T02:21:31.000Z ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/guess_who_s_back__the_librarian_shorts_.gif) Somehow, Steph returned.[1](#note-1) Seriously though, thank you all for waiting patiently while I took some time to focus on my family. I know Support Human has had a lot of hiatuses, but it’s never had one this important, and it means a lot to me that you all stuck with me as you always seem to do. I don’t take your care and loyalty for granted. Because I’m catching up this week on a lot of news, updates, and content, I’ll do the regular *Roundup* next Friday. A new issue of *Bad Job Bingo* will be back on Monday. In the meantime, here’s a particularly salty feature to tide you over. As always, what I meant to write today turned out to be totally different than what I actually wrote. I had planned to speed-run a very incomplete review of stuff that happened while I was out, but then I re-read my notes for this news item and got pissed off all over again.[2](#note-2) In May, beehiiv’s co-founder and CEO Tyler Denk posted an Instagram story with a tweet[3](#note-3) in which he endorsed Los Angeles mayoral candidate Spencer Pratt:[4](#note-4) ![Instagram story with a screenshot of a tweet that reads: "LA is my favorite place in the world it's run by a bunch of incompetent lunatics get this man in office yesterday". A caption to the story reads: “have never been politically active in my life but but l'd knock on doors for this guy”](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/tyler_denk_endorsement_of_pratt__credit_lex_roman_.png) Credit: Lex Roman As you might know, this is relevant to me because beehiiv is the platform I use to publish the *Support Human* newsletter. But before we get into how shitty Denk is being here, it might be helpful to understand just how much of an absolute nutjob Pratt is. Pratt gained his…celebrity, if I am being forced to call it that, in the aughts for appearing on a series of reality shows, starting with [The Hills](https://en.wikipedia.org/wiki/The%5FHills%5F%28TV%5Fseries%29?ref=supporthuman.cx). His schtick on those shows was basically being a douchebag, a bit to which he has subsequently *really* committed. So why do I call Pratt a nutjob? ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/let-me-explain-sum-up.gif) Here is a nonexhaustive list of shit Pratt has done: [he sold photos of an underage Mary-Kate Olsen to the tabloids](https://www.usatoday.com/story/entertainment/celebrities/2026/01/28/spencer-pratt-mary-kate-olsen-max-winkler-photos/88394390007/?ref=supporthuman.cx). He once [referred to himself as the “white Jay-Z.”](https://www.billboard.com/music/music-news/spencer-pratt-seeks-hip-hop-celebrity-with-rap-album-268486/?ref=supporthuman.cx) He, along with his infamous wife, Heidi Montag, [spread rumors that Montag’s best friend had made a sex tape](https://www.washingtonpost.com/news/arts-and-entertainment/wp/2016/08/03/the-hills-special-lauren-conrad-was-furious-when-producers-manipulated-that-famous-fight-scene/?ref=supporthuman.cx) to drum up ratings for their reality show, [pretended to divorce as a publicity stunt](https://www.today.com/popculture/heidi-spencer-it-was-fake-were-unemployable-1c9380644?ref=supporthuman.cx), and have a business selling crystals for up to $2,700 each at their website [PrattDaddy.com](https://prattdaddy.com/?ref=supporthuman.cx)[5](#note-5) and [are themselves obsessed with them](https://www.dazeddigital.com/beauty/article/42497/1/spencer-pratt-crystals-new-age?ref=supporthuman.cx), and say they blew $10 million on things like an armored truck and designer handbags because [they thought the Mayan apocalypse would end the world in 2012](https://www.huffpost.com/entry/heidi-montag-spencer-pratt-10-million-mayan-apocalypse%5Fn%5F2589712?ref=supporthuman.cx). They also [went on Alex Jones’ Infowars](https://www.sfgate.com/entertainment/article/Heidi-Montag-and-Spencer-Pratt-talk-to-Alex-Jones-11723484.php?ref=supporthuman.cx) in 2017 to complain that their rejection of the New World Order is what ruined their careers; Pratt took that opportunity to claim that 9/11 was an inside job. And then there’s this: > Pratt joked to Jones that they are irrelevant now and that maybe the Jones interview would get their "juice" back. They'd like to make a comeback of sorts and think that having Jones in their corner could help. > > \[…\] > > The interview can be found in full on [Jones' YouTube channel](https://www.youtube.com/watch?v=P6KwokOz%5FhE&ref=supporthuman.cx) and veers between Pratt and Montag talking about the aftermath of fame and Jones pontificating about his usual topics like globalism, his admiration for Trump, and New World Order-led psychological operations. > > He also made sure to call Hillary Clinton a "slug, murdering piece of crap" when Pratt coaxed him into a rant for Twitter.” Got all that? Great. Now it’s time to remind you that *this* is the guy Tyler Denk endorsed in his Instagram story of a screenshot of a tweet that no longer exists.[6](#note-6) But that’s not all! It’s not *just* that Denk publicly endorsed Pratt, or that he did it in such a weird way, it’s what seems to have spurred Denk to endorse Pratt: Pratt’s campaign promise of abusing unhoused persons. If you haven’t been following the LA mayoral race (and I wouldn’t blame you; I don’t live there, and the race only came to my attention because of this nonsense), you might not know that Pratt entered the race after his home with Montag and their family was destroyed in the [Pacific Palisades fire](https://en.wikipedia.org/wiki/Palisades%5FFire?ref=supporthuman.cx) last year. Pratt [announced his candidacy for mayor](https://www.latimes.com/california/story/2026-01-07/spencer-pratt-announces-run-for-la-mayor-on-anniversary-of-palisades-fire?ref=supporthuman.cx) on the one-year anniversary of the fire, and the fire has been the primary focus of his campaign.[7](#note-7) That means that either Denk only paid attention to Pratt once he started confusing abuse as public policy, or it was the promise of the abuse itself that finally convinced him Pratt was his guy. (Or both. It could certainly be both.) Either way, Denk liked the idea of further harming people who’ve already been hurt and abandoned by the capitalist system he benefits from so much that *that’s* what motivated him to get off his ass and suddenly care about his civic duty! And if Denk *also* at least had the character to stand by his own assholery, maybe I could at least respect him. Alas — he does not. Lex Roman is another content creator in the newsletter space that I admire,[8](#note-8) and they covered Denk’s endorsement of Pratt in their newsletter, [*Revenue Rulebreaker*](https://www.revenuerulebreaker.com/?ref=supporthuman.cx): [beehiiv's CEO backs a MAGA candidate but don't pack your bags just yet](https://www.revenuerulebreaker.com/beehiivs-ceo-backs-a-maga-candidate-but-dont-pack-your-bags-just-yet/?ref=supporthuman.cx). Lex argues that despite Denk’s endorsement and behavior, beehiiv as a platform is (currently, at least) nothing like, say, Substack, which essentially bakes its founders’ shitty beliefs into the platform itself, meaning their shittiness directly affects you and your publication. Their point is not that we need to find a platform whose founders aren’t assholes — unfortunately, you can’t toss an ultimate frisbee in any direction in Silicon Valley without hitting an asshole. Tech is just assholes all the way down. It’s that we have to stay vigilant and proactive, in their apt words: > The question is not "where are we going?" like we're on some kind of family vacation needing to find a new hotel. The question is "how do I stay as independent and nimble as possible?" beehiiv is still one of the best options for independent newsletter publications and creators[9](#note-9) — for now. When it's no longer a good option, we’ll find one that is. This extremely reasonable and measured take was apparently too much for Denk. Here’s how Denk responded to Lex’s post: ![Tyler Denk's reply on LinkedIn to Lex Roman's post on his endorsement of Spencer Pratt: I wouldn't conflate me being in favor of the change that LA so desperately needs with anything to do with the platform or content policies I also wouldn't consider Pratt "far right" - I dont identify with either political party. I'm just in favor of common sense (ie enforcing laws, auditing use of funds, prioritizing improving the city) most of the people with an opinion on this don't even live in LA. I'm currently typing this from my car that is parked across the street from 2 homeless encampments / open air drug markets tldr; me being in favor of new leadership to replace incompetent leadership shouldn't be a "warning shot" nor does it have anything to do with the platform. this post is hyperbolic for no reason](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/tyler_denk_article_reply__credit_lex_roman_.jpg) Credit: Lex Roman > I wouldn't conflate me being in favor of the change that LA so desperately needs with anything to do with the platform or content policies Why is it always the men who run *literal content platforms* who don’t understand the power and privilege of their speech? You are the CEO of beehiiv. You decide who and what gets platformed. You have absolute control over the content. Your customers’ livelihoods — your *paying customers’ livelihoods* — live or die according to your whims. Why, why, why do you not understand that your speech and opinions have everything to do with your platform and its content policies, Tyler? My dude. This is little league shit. Please find a clue before your ignorance actually hurts you or someone on your platform.[10](#note-10) > I also wouldn't consider Pratt "far right" - I dont identify with either political party. I'm just in favor of common sense (ie enforcing laws, auditing use of funds, prioritizing improving the city) Okay, one: you can consider him a citizen of Mars, but that won’t make him one. Other far-right politicians certainly consider him one of theirs; [here’s what Trump had to say about Pratt](https://www.bbc.com/news/articles/c775x852rk1o?ref=supporthuman.cx): > Trump himself recently gave a nod to Pratt's campaign. Asked about it by a reporter, he said: "I'd like to see him do well. He's a character." > > The president added: "I heard he's a big Maga person. He's doing well." Two: You’re in favor of common sense? Common sense from the guy who wasted millions because he thought a meteor predicted by the Mayans was going to end civilization? THAT GUY? Also: that you think mass incarcerating the unhoused is common sense only demonstrates that you don’t have any, because any human being with a lick of common sense — not to mention basic decency — would have at least bothered to do a quick internet search into the topic before blindly believing a guy with no experience in anything but being a shit weasel and [who himself lied about being homeless](https://people.com/spencer-pratt-hits-back-at-report-he-lied-about-living-in-trailer-amid-campaign-for-la-mayor-11974363?ref=supporthuman.cx) because he knew that voters wouldn’t relate to a rich dude living at the luxury Hotel Bel-Air in Beverly Hills. That cursory Google search would have given you dozens of credible sources explaining [why criminalizing homelessness doesn’t work](https://www.google.com/search?q=why+arresting+the+homeless+doesn%27t+work&oq=why+arresting+the+homesless+doesn%27t+&gs%5Flcrp=EgZjaHJvbWUqCQgBECEYChigATIGCAAQRRg5MgkIARAhGAoYoAEyCQgCECEYChigATIJCAMQIRgKGKABMgkIBBAhGAoYoAEyCQgFECEYChirAjIHCAYQIRiPAjIHCAcQIRiPAtIBCDg1MzFqMGo3qAIAsAIA&sourceid=chrome&ie=UTF-8&ref=supporthuman.cx). Three: You don’t identify with either political party? So it’s just this promise of immense cruelty that finally spurred you into being politically active? ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/okay_but_that_s_worse.gif) > most of the people with an opinion on this don't even live in LA. I'm currently typing this from my car that is parked across the street from 2 homeless encampments / open air drug markets Ah, yes. How dare people be visibly poor in front of you. This is obviously a crime. > tldr; me being in favor of new leadership to replace incompetent leadership shouldn't be a "warning shot" nor does it have anything to do with the platform. this post is hyperbolic for no reason No, *this* post is hyperbolic for no reason. I can only take comfort in the fact that I’m publishing it on beehiiv, the content platform that has nothing to do with anything its CEO says or does. I guess we’re going to find out how true that is. 1. I don’t know why I made this reference; I don’t consider myself a villain (most of the time, this issue notwithstanding). I don’t even like the sequels. Or Star Wars. I’M SORRY. There are just so many of them. And they’re so long. So long and *so* boring. 2. Thank god for this newsletter as a platform for ranting. I just know I’d be back on beta blockers without it. 3. Don’t ask me why he did this, I have no idea. The tweet no longer seems to exist. Although just the fact that he’s still on The SM Platform Formerly Known as Twitter…says a lot. 4. It’s worth noting that this is also a timely story: LA held its mayoral election on June 2nd, and no candidate earned a simple majority to win outright, so they’re heading to [a runoff in November](https://abc7.com/live-updates/california-primary-election-2026-voters-decide-key-races-governor-los-angeles-mayor-congressional-districts/19213908/entry/19224615/?ref=supporthuman.cx). 5. I will forever hate Pratt just for making me type that out. I feel dirty. 6. Could it be that Denk did this because he endlessly craves the attention from publishing social media posts that he likes to pretend are witty and smart, but not the consequences that come with what are actually just bullshit takes that result from being a coddled and immature asshole in Tech? 7. Pratt has been highly critical of the local LA government’s response to the fire and its aftermath (and of California Democrats in general). I have no idea if there’s merit to these criticisms; I don’t know enough to have an opinion on that, aside from having basic human empathy to understand why he’s upset. 8. Hilariously, we connected through beehiiv’s Slack community for newsletter publishers. 9. Ghost is another very decent option that Lex didn’t mention, although it’s not as feature-rich as beehiiv yet. They’ve been churning out new features recently, though, so it seems they’ve caught on to the need to compete with beehiiv. I am also blissfully unaware of the political leanings of anyone in that organization. 10. I will direct you to [Matt Mullenweg](https://supporthuman.cx/t/matt-mullenweg). Do you really want to be listed in the same category as that guy? ### From the Archives: We're All Trying to Find the Guy Who Did This URL: https://supporthuman.cx/p/from-the-archives-we-re-all-trying-to-find-the-guy-who-did-this/ Last updated: 2026-08-08T02:21:41.000Z **Filed under:** Roundup, I am a serious professional, LinkedIn, The Pit of Voles but for Work Fandom, The Hotel California of Professional Networking Sites, Go to the bottom of the Marianas Trench, Then dig a really deep hole, And when you think you've dug deep enough, dig a little further, then bury your expectations there, San Diego, Flooding, Matt Turck, FirstMark Capital, Layoffs > I’m dealing with some personal stuff and need to step away from writing this newsletter for a bit. Rather than leaving you all in the dark, however, I thought we’d revisit some of the best work from the *Roundup* archives. This particular peace was published when the *Roundup* was still a newborn, way back in January 2024. > > I picked this feature for our first *From the Archives* issue because unfortunately it is as relevant now as it was back then. We’re still dealing with layoffs in Tech, founders are still doing literally anything but take responsibility for them, and it’s still infuriating. > > I’m hoping to be back to our regularly-scheduled content soon, but in the meantime, I hope you enjoy. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/we_re_all_trying_to_find_the_guy_who_did_this.gif) [San Diego experienced awful flash flooding this week](https://apnews.com/article/san-diego-flash-floods-rescues-record-rain-bd573dd4b66dac908a4c0be5e9ab1bee?ref=supporthuman.cx) after receiving nearly three inches of rain in just six hours, making Monday the rainiest day the city's seen in January since 1850. Like [extreme weather across the country](https://www.usatoday.com/story/news/nation/2024/01/25/san-diego-flooding-explained-is-climate-change-to-blame/72343932007/?ref=supporthuman.cx), the storm was [amplified by climate change](https://www.nbcnews.com/now/video/study-shows-flooding-in-san-diego-amplified-by-climate-change-203067461796?ref=supporthuman.cx), and the flooding itself was exacerbated by the city's [aging and inadequate stormwater infrastructure](https://www.kpbs.org/news/environment/2024/01/25/will-disastrous-flooding-force-san-diego-to-finally-fix-its-storm-drains?ref=supporthuman.cx). Hundreds of people had to be [rescued from their homes and vehicles](https://apnews.com/article/san-diego-flash-floods-rescues-record-rain-bd573dd4b66dac908a4c0be5e9ab1bee?ref=supporthuman.cx), and [many of San Diego's celebrated arts and culture spaces](https://www.kpbs.org/news/arts-culture/2024/01/26/san-diego-arts-and-culture-spaces-impacted-by-flooding?ref=supporthuman.cx) were dealt severe flood damage. An empathetic person might see flooding like this, realize that it's usually accompanied by stories like [a man wading through water](https://apnews.com/article/san-diego-flash-floods-rescues-record-rain-bd573dd4b66dac908a4c0be5e9ab1bee?ref=supporthuman.cx) up to his neck to save a toddler or [a family escaping their flooding home](https://www.latimes.com/california/story/2024-01-24/dangerous-floodwaters-got-deeper-and-deeper-in-san-diego?ref=supporthuman.cx) through a window only to nearly be swept away by the rapidly moving water outside, and be moved to respond with love and support. And maybe [Matt Turck](https://www.linkedin.com/in/turck/?ref=supporthuman.cx), Managing Director of venture capital firm [FirstMark Capital](https://firstmark.com/?ref=supporthuman.cx), did respond that way on other social media platforms, I don't know. I do know that, unfortunately, that's not what he chose to do on LinkedIn. Instead, Turck seems to have seen this news and the viral footage of a [Tesla recklessly powering its way through the deep water of a flooded intersection](https://abc7.com/tesla-car-drives-through-flooded-waters-san-diego-video/14357771/?ref=supporthuman.cx) and thought, ["This is clearly an opportunity to push that #HustleLife!"](https://www.linkedin.com/feed/update/urn:li:activity:7156032606826807296/?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7156032606826807296%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx) ![Screenshot of a LinkedIn Post by Matt Turck, with a picture showing a Tesla driving through floodwater above its hood, with a caption reading: "Founder ignoring tough market conditions"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/founder_ignoring_tough_market_conditions.png) If you, like me, were hoping that Turck is making a poignant allegory about how founders mismanage their companies at the expense of their employees despite the very real and clear threat of what would be for *literally anyone else* natural consequences, I regret to inform you: He is not. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/turck_this_is_the_way.png) ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/turck_facts.png) For better or worse, writing this newsletter means that I spend more time on LinkedIn than I would like. And there's an argument to be made about whether there's any good social media platform nowadays, but there's just something about LinkedIn that brings out the worst instincts in techbros and #HustleLifers. It's like they enter their username and password into the Hotel California of professional networking sites and pass into a world totally devoid of judgment and emotional intelligence, where the only valid aim that could possibly exist is to derive value for shareholders. Whose shareholders? Doesn't matter. The Shareholders need them, and by god, those techbros will sink to the occasion. Still, despite knowing this! Despite knowing that my expectations should be at the very bottom of the Marianas Trench, did I wake up Sunday morning, make my coffee, sit down at my desk, and open my LinkedIn feed thinking I'd find the perfect metaphor for the destruction caused in the Tech industry by incompetent company leadership and their hubristic investors? Nay, I tell you, I did not. And yet, there it was: a venture capitalist unironically comparing founders to a driver who did something incredibly irresponsible and [which put themselves and everyone around them in mortal danger](https://www.theguardian.com/environment/2022/oct/31/they-only-had-about-30-seconds-left-why-cars-become-death-traps-in-floods?ref=supporthuman.cx), who survived not because of any real skill or training but thanks to sheer fucking luck, then attributing the fact that the driver somehow managed to avoid killing themselves this time to scrappy, entrepreneurial persistence. And that is to say nothing of the absolute chutzpah it takes to post this video with the caption "Founder ignoring 'tough market conditions,'" considering that – like a flood that's exacerbated by climate change and poor infrastructure – [investors and inept Tech founders/CEOs alike](https://www.nprillinois.org/2024-01-28/nearly-25-000-tech-workers-were-laid-off-in-the-first-weeks-of-2024-why-is-that?ref=supporthuman.cx) are fueling the "tough market conditions" that have led to nearly 25,000 tech workers being laid off just since the new year, not to mention the 260,000 tech workers laid off in 2023. > "[There is a herding effect in tech](https://www.nprillinois.org/2024-01-28/nearly-25-000-tech-workers-were-laid-off-in-the-first-weeks-of-2024-why-is-that?ref=supporthuman.cx)," said Jeff Shulman, a professor at the University of Washington's Foster School of Business, who follows the tech industry. "The layoffs seem to be helping their stock prices, so these companies see no reason to stop." > > Some smaller tech startups are running out of cash and facing fundraising struggles with the era of easy money now over, which has prompted workforce reductions. But experts say for most large and publicly-traded tech firms, the layoff trend this month is aimed at satisfying investors. > > \[...\] If it appears as if an entire sector is experiencing a downward shift, Pfeffer argues, it takes the focus off of any single individual company — which provides cover for layoffs that are undertaken to make up for bad decisions that led to investments or strategies not paying off. And hey, speaking of destruction! Among the companies in FirstMark Capital's portfolio? - **Riot Games:** [laid off 46 people just last week](https://apnews.com/article/riot-games-league-legends-layoff-c0a780159d97149c48c9f06cc154efe2?ref=supporthuman.cx) - **Discord:** [laid off 170 people just a few weeks ago](https://www.theverge.com/2024/1/11/24034705/discord-layoffs-17-percent-employees?ref=supporthuman.cx) - **Invision:** announced it was closing down by the end of 2024 [just a few weeks ago](https://invisionapp.com/inside-design/invision-design-collaboration-services-shutdown/?ref=supporthuman.cx) - **Carta:** laid off an unknown number of people after 3 rounds of RIFs in 2023, [the latest in November 2023](https://www.bizjournals.com/portland/news/2020/03/20/vacasa-announces-large-scale-layoffs-slashes.html?ref=supporthuman.cx) - **Orchard:** laid off an unknown number of people in [November 2023](https://justlayoffs.com/orchard-layoffs/?ref=supporthuman.cx) - **Ledger:** laid off at least 80 people in [November 2023](https://blockworks.co/news/ledger-cuts-global-employees?ref=supporthuman.cx) - **Shopify:** [laid off 2300 people in May 2023](https://techcrunch.com/2023/05/04/how-shopify-bungled-its-latest-layoffs-and-made-employees-feel-like-npcs/?ref=supporthuman.cx) - **Upwork:** [laid off 137 people in May 2023](https://www.upwork.com/press/releases/a-message-from-our-ceo?ref=supporthuman.cx) - **Astronomer:** laid off 176 people in two rounds of 2023 RIFs, [the latest in April 2023](https://www.bizjournals.com/cincinnati/inno/stories/news/2023/04/21/astronomer-layoff-restructuring-tech-sector.html?ref=supporthuman.cx) - **Workit Health:** [laid off 100 people in April 2023](https://bhbusiness.com/2023/04/07/virtual-sud-provider-workit-lays-off-100-employees-in-anticipation-of-dea-crackdown/?ref=supporthuman.cx) - **Bonusly:** laid off 30% of staff after raising $19 million [in April 2023](https://www.bizjournals.com/denver/news/2023/03/16/boulder-software-startup-bonusly-layoffs.html?ref=supporthuman.cx) - **Airbnb:** [laid off 30 people in March 2023](https://www.bloomberg.com/news/articles/2023-03-03/airbnb-layoffs-hit-recruiting-staff-even-as-it-selectively-hires?ref=supporthuman.cx) - **Crossbeam:** [laid off 17 people in March 2023](https://technical.ly/startups/crossbeam-layoffs-2023/?ref=supporthuman.cx) - **DraftKings:** [laid off 140 people in February 2023](https://www.cnbc.com/2023/02/01/draftkings-cuts-140-jobs.html?ref=supporthuman.cx) - **Pinterest:** [laid off 150 people in February 2023](https://techcrunch.com/2023/02/01/pinterest-lays-off-150-people-as-a-part-of-its-long-term-strategy/?ref=supporthuman.cx) - **Vacasa:** [laid off 1300 people in January 2023](https://www.bizjournals.com/portland/news/2020/03/20/vacasa-announces-large-scale-layoffs-slashes.html?ref=supporthuman.cx) - **Starry:** [laid off around 100 people in January 2023](https://seekingalpha.com/news/3925492-starry-group-announces-24-job-cuts?ref=supporthuman.cx) So in a way, I guess Turck is right. He and his founders really are ignoring tough market conditions: the conditions they're creating for the rest of us so they can continue to pat themselves on the back for a job shittily done. ### Best of Bad Job Bingo: Fun Edition URL: https://supporthuman.cx/p/best-of-bad-job-bingo-fun-edition/ Last updated: 2026-10-02T17:59:28.000Z Hey friends, sorry for the longer-than-anticipated break. I had a nasty case of bronchitis that I’m still trying to get over, and in the midst of that also had a family emergency that we’re still managing. I’m not really in the headspace for new Bad Job Bingo at the moment, and probably won’t be for another couple of weeks. But! I love this newsletter and all of you, and I don’t want to just go radio silent. Instead, we’re going to revisit old games while I’m out with the *Best of Bad Job Bingo*! And you’ll probably see a *From the Archives* edition on Fridays in which we celebrate feature stories of yore. This way, I don’t lose the momentum I’ve built up over the last several months, and you get your weekly fix of *Support Human.* I sincerely hope we’ll be back to our regularly scheduled programming soon, but in the meantime: Enjoy! ## **Get Hired** **Steph’s note: since this is a *Best of* collection, it’s safe to assume all of the jobs here will be closed.** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Director, Technical Support](https://www.bonterratech.com/careers?ref=supporthuman.cx) Bonterra · $120k-$150k, w/ 15% annual bonus · Remote, US > As Director, Technical Support, you will lead a group of skilled technical support specialists and engineers, who provide exceptional technical support to our Global Bonterra Support clients\[..\]. I genuinely appreciate their framing here, that you'll be leading folks who are already providing great support. It's really refreshing. > Willing to learn, adapt, and evolve with a growing team and evolving company. NARY A MENTION of "fast-paced, dynamic environment" my god I didn't think it was possible. > Strong problem-solving skills with technical agility and creativity. They describe what they want instead of just slapping "critical-thinker" in a sentence and calling it a day! My crops are flourishing, my skin is clear, my bagels are perfectly toasted, tikkun olam everybody. Who wrote this job description and where can I send an entire assortment of their favorite treats? Job application is through Workday AND I DON'T EVEN CARE. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Enterprise Customer Success Manager](https://www.hyperexponential.com/careers/?ref=supporthuman.cx) hyperexponential · "Competitive," not given · Hybrid-London Overall, I like this company's approach to job descriptions. Of the few I've read, all were carefully and thoughtfully written, focusing on the skills and qualities needed for a candidate to be successful without being obnoxious. I wish they'd include an actual salary range (and omit the "fun office" bit so many orgs seem to think is a draw – it's not! our homes are more fun, I assure you!), but then that's why we have this category. #### [Onboarding Manager](https://www.mangomint.com/about-us/?ref=supporthuman.cx) Mangomint · $75k + $15k-$35k Com. · Remote, US Seems like a pretty straightforward onboarding role, with the usual startup suspects ("fun" team, fast-paced environment, adapt to change/challenges, let's do the time warp again). Nothing too concerning, and the pay is good for an early-career gig. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Manager, Trust and Safety](https://www.patreon.com/careers?ref=supporthuman.cx) Patreon · $122k-$184k · Hybrid, US-San Francisco, CA; New York City, NY; Austin, TX Again, the duties seem pretty standard for this role, but I'm noticing a pattern in Trust & Safety roles not being properly leveled for the work they're expected to do and the influence they're expected to have. I don't know how Patreon's divisions are structured; maybe they're all just Managers, but my experience in tech makes me think that's unlikely. > Team player and a fast learner with a creative, empathetic, and fun attitude. Can we not? Can we just not require a T&S professional to have a "fun" attitude, especially when you haven't given any space to explaining how you'll care for their mental well-being? Ugh. Honestly, that pisses me off enough to put this into Tread Carefully. #### [Founding Support Engineer](https://mintlify.com/careers?ref=supporthuman.cx) Mintlify · $130k-$160k · Onsite, CA-San Francisco > We build products that accelerate software development, and we could use your help. Okay, I appreciate this humble beginning, which is somewhat unusual for a dev-focused software company. Oh, that's-that's it. Okay. Another somewhat unusual thing: the salary for this founding role is on par with the Full Stack Engineer role the company also has open. I could (and probably will later) make an argument that a founding Support Engineer is more in line with a Senior Engineer role and thus should be compensated as such, but I do think Mintlify should get credit for two things: Showing salaries on the job opening page, which I can tell you from experience is very unusual; Literally showing how they value support work by aligning it with other engineering compensation. > and setting a positive precedent for the rest of the team to follow. So this is also unusual and interesting – it sounds like maybe the rest of the team is either reluctant to or inexperienced in providing direct support to customers, and they want this hire to build a customer-first culture. I like that they value it and are upfront about it! > Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. You will be crucial to the success of building a innovative, disruptive, and high-scale product. This all makes total sense for a role like this, but it also means this should have a more senior title (and thus be compensated more appropriately). This is essentially a Director role with engineer duties, and right now, the salary is only compensating for one of those things. > Located in (or will relocate to) San Francisco and excited about working in-person Oof, yeah, $130k-$160k isn't going to cut it for an in-person Director-level role in the Bay area, my friends. As the Bad Job Bingo Board of Directors pointed out, if they'd share more about their compensation policy or acknowledge that this is what they can afford at an early stage, I think this wouldn't be such a big deal, but they don't. I like their values statements, although this one gives me pause: 🔥 *Having fun - Be unapologetically you! We love our game-nights, ping pong tournaments, bufo emojis, and cow jokes (the CEO knows over 100 of them and TechCrunch made fun of him for it).* On one hand, I love the personality. On the other, you know me and "fun" work environments: just value going home at the end of the day with a job well done! Also, ping-pong tables are *so* 2017. The unlimited free mints bit in the Benefits section made me laugh. I guess I have to make a new rule: if the benefit is so obviously ridiculous and jokey that a reasonable person wouldn't consider it a real benefit, it gets a pass in BJB. ## **BINGO** *Welp.* #### [Manager of Customer Support](https://homebot.breezy.hr/?ref=supporthuman.cx) Homebot · $80k-$100k · Hybrid, US-Denver, CO This company might overtake the last winner for whitest company I've seen. From the Careers page: *We are Humbly Hungry, We are Courageously Authentic, We Challenge Limiting Beliefs, We Keep our Eye on the Ball, Hand in the Dirt and we do all of this TOGETHER, as a team, and we have fun doing it! –* No, not sports metaphors! (Or the fun. Or the creative capitalization.) > Incredible Culture with ridiculously high eNPS scores + Glassdoor reviews! Super Fun Quarterly Events – Oh my god stop THESE ARE NOT BENEFITS From the JD: *Proven ability to quickly earn the trust of key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with diplomacy; execute with limited information and ambiguity –* Some of this is fine and some of this makes me go HMM, guess which ones are which > Customer-oriented and calm in the face of challenge – HMM. Every time they talk about how fun they are, another venture capitalist gets a little red flag pocket square. > Awesome culture! Awesome coworkers! (seriously, have you seen Glassdoor?) Okay, let's look at Glassdoor! Here's a selection of titles from recent reviews: > A Loathsome Company > Steer far far away > The sequel is never better than the original. > Joke of a Company > Once was great, now not so much > Smart People With Poor Leadership Look, I know it's not entirely fair to pick the worst reviews (even if they are among the most recent, ahem), but if you make such a fuss about FUN and CULTURE and how AWESOME you are, you better be able to back that shit up. > With the mortgage and tech industries being highly male-dominated, we're proud to be a tech company in the mortgage space with \~40% female employees across the organization. What a weird and blatantly suspicious stat to brag about, considering this means the company isn't even keeping up with population demographics ([women make up over 50% of the U.S. population and nearly 59% of the civilian labor force](https://www.census.gov/quickfacts/fact/table/US/LFE046222?ref=supporthuman.cx)). And if they had an unusually high number of women in leadership or engineering, you know they'd say so. But stay Humbly Hungry, Homebot! Geez, this might be the longest review I've ever written. I'm gonna wrap this up succinctly: BINGO. **(Steph’s note from 2026: AHAHAHA. Look at this sweet summer child.)** #### [Customer Success Manager (Technical)](https://ziphq.com/careers?ref=supporthuman.cx) Zip · $100k-$140k · Onsite, US-NYC, NY > Our curious, creative team is dedicated to un-complicating procurement so companies can innovate faster and change the world. Welp, a red flag right up front. What a way to dive back into Bad Job Bingo! > Our aim is to find brightness and joy in every project and build from that place. We are serious about our fun and bring joy to finance and procurement experiences that truly stand out. — Because when I think finance and procurement, fun is my next thought. The Benefits list is at least actually mostly benefits, but I do wonder at the order they put these in – for instance, Start-up equity comes before Health, vision, & dental coverage. The Careers page is otherwise mostly fine, if not standard, mildly informative corporate fare. > B2B SaaS experience in a high-paced environment is a benefit. — What does a high-paced environment mean to you, Zip? If you want the experience, you should be able to articulate what that experience should look like. > Creative problem solver while being attentive to details — You mean like consistently and properly constructing and punctuating sentences? > Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality ) — Ehhhh. I know it's a startup, but...ehhhh. > Experience working in a top tier consulting firm or have an MBA — Even in a nice-to-haves, this makes me sigh heavily. Why? Why do you want this experience? Because otherwise it's just unnecessary. (Also, not for nothing, but why do they never consider that someone who's been at a top-tier consulting firm or has an MBA is likely not going to want a CX salary for wear-all-hats work with no clear advancement path? I always wonder what people are thinking when they write stuff like this.) > The salary range for this role is $100,000-$140,000 OTE. — For a commission-based on-site/hybrid role wanting 5+ years of experience in NYC and San Francisco, this is pretty low. How are they planning on these folks actually living in these localities? (And the role listed in Toronto doesn't list salary at all.) This sounds like your run-of-the-mill startup trying to figure out its voice, but given the kind of flags we're seeing, plus the inadequate compensation and the fact that I'm not feeling particularly charitable today, I'm giving this a BINGO. #### [Technical Support Team Lead](https://careers.grubhub.com/?ref=supporthuman.cx) Grubhub · $64k · Onsite, US-Denver, CO > When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process. At least it's not "work hard, play hard." But...sigh. > Grubhub’s purpose is to connect diners and restaurants. To achieve this, we strive to create a workplace that reflects the diversity of our customers and the communities we serve. When you join our team, you become part of a values-driven community that works together to innovate, solve problems, take risks, grow, work hard and have a ton of fun in the process. Didn't...didn't we just do this? > Perks at Grubhub > Grublife - Our Culture Crew connects people through special events, volunteering opportunities and wellness activities. Some of our popular events include: Mindfulness break sessions, virtual workout classes, Bring your Child to Work Day, regular happy hours, and much, much more! This is the first thing in the list of "perks." "Meal perks & Grubhub+ Subscription" is second. Benefits are fourth. So that's Grubhub's Careers page. Not an awesome showing! Application is on Workday. My condolences. > One of our core values is We are Done When Everyone's Eating. Keep your fetishes to yourselves, my dudes. > When we solve a problem, we solve it end to end. Sorry, sorry. > For this exciting and meaningful role we are looking for a data-driven leader who moves fast and gets things done. Oh, will the pay be exciting and meaningful? > Able to manage multiple projects simultaneously and thrive in a dynamic environment Sure, had to fit those red flags in somewhere. > Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you. THEN IT'S NOT HYBRID, IS IT GRUBHUB > Colorado: $32.45/hr Pitiful. I see they only care that you're eating at work. Go home to your family and be hungry, I guess. #### [Customer Support Specialist](https://www.unitq.com/careers/?ref=supporthuman.cx) unitQ · "Competitive," not given · Onsite, US-San Francisco Hilariously, UnitQ seems to have checked out on their Careers page almost immediately, basically repeating a values statement because they couldn't be assed to come up with a way to restate "we love nerding out." > We're a fast-growing company with the stability and funding to offer top-tier perks! Scream it with me: BEEEEEEEENEFITS AAAAAAAARE NOOOOOOOOOT PEEEEEEEEERKS > and last but not least— a fun and creative working environment. Oh, of course. Can't forget all the fun you're having (but you can forget a fourth values statement!) > Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement. Okay, the Careers page may be very basic bitch, but after all the lofty mission statements we've already seen, I appreciate the grounded nature of this one. > Act as an escalation point for all inbound cases from our clients, as well as the Customer Success team. Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues. Depending on UnitQ's volume, this could be fine, or it could be a dumpster fire. If not for the above and the inadvertently funny Careers page, this would be a pretty straightforward role. Sadly, those things do exist, plus there's no pay transparency, and they ask for salary expectations in the application, so **BINGO** it is. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Customer Service Team Lead](https://getpromenade.com/careers/?ref=supporthuman.cx) Promenade · $49k-$52k · Remote, US This has been bookmarked since before I broke myself, so I'm going to out on a limb and say it's a ghost job or the turnover is awful. Also, they do not actually say where they hire, so I'm just assuming the USA. On the Careers page: *At Promenade, individuals come together and commit to the values that drive innovation, change, and success for small businesses. Here, you’ll do much more than join us; you’ll add to us.* — As a intro statement, it doesn't suck. Their Careers page brags about being a great place to work, so you know what's next: to Glassdoor! Oops! "A descent place to work" (3 stars, hilarious typo not mine) "Its ok if youre getting into sdr" (3 stars) "Chasing Revenue at the Expense of Clients" (2 stars) "Toxic Culture and Micromanagement" (1 star) > Our vision is to create economic opportunity for every professional in the world, and that starts with our own employees. I have a bad feeling about this. Okay, in the job description! Totally not bracing myself. Totally. > As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. Is it just me, or is that thing about adhering to industry best practice just a weird thing to say? > This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. Okay… > We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations. Ahh, there it is. In the 'What's in it for you' section: "Great Medical/Dental/Vision coverage" – Friends. Countrymen. 'Great' is not a metric. If it was great, they'd tell us what the coverage actually is. > Fully stocked snack bar & weekly catered lunches. The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.) I love that they detail what swag you get and not the benefits. > Work in a fast-paced, fun environment with an eclectic group of people from all over the world A fun environment in which you have to remain calm and positive in all situations? Sure, that checks out. > Friendly, optimistic, and have a caring demeanor. Adept at working well under pressure and with tight deadlines Okay, so this place is the 9th circle of hell, right? (The 8th circle being LinkedIn, of course). > $23 - $25 an hour omg wut Wait wait it's not EVEN $25hr! (in tiny print): *$23/hr with $10k annual bonus, paid quarterly* — That is, at most, $58,840\. To work in a horror movie. > Have you ever managed a book of business? And why is this a question on an application for a Customer Service Team Lead??? Y'all want to guess how many entries it hit in BJB? > Why join Promenade? If you want a front-row seat in seeing a company disrupt a massive industry Unless I'm a founder, I don't want a front-row seat. I prefer not to be a crash test dummy, thank you very much. (It was 15.) #### [Product Support Specialist](https://www.mutinyhq.com/careers?ref=supporthuman.cx) Mutiny · $95k-$105k · Remote, North America There are so many red flags in this one I can’t cover them all, but here are some of the big ones: Huge misalignment between title/pay and responsibilities The About Us page is just one giant red flag > Once you’ve onboarded, we expect you to be able to answer 95% of tickets without help. Benefits section lists no actual benefits, but don’t worry! You’ll get potential! You’ll make a name for yourself! You’ll get exposure! YOU’LL HAVE SO MUCH FUN DOESN’T THIS SOUND FUN ### No new issue this week URL: https://supporthuman.cx/p/no-new-issue-this-week/ Last updated: 2026-04-11T17:41:58.000Z Hi friends! I apologize, I meant to send this last night and then conked out. There’s no new *Roundup* this week — I’ve caught the plague from my children and it’s knocked me out. We’ll see if I can manage Bad Job Bingo on Monday, but if it doesn’t land in your inbox then, you’ll know why. Wishing y’all good health and strong meds. See you next week! ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-19/ Last updated: 2026-08-07T22:06:35.000Z ## [Doctronic](https://www.doctronic.ai/careers/?ref=supporthuman.cx) | $110,000 – $150,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** I'm going to preface this by saying that, although I'm going to give you my opinion (as I always do), I like to reiterate periodically that what I think about a company or its mission doesn't really matter. The only thing that matters is what \*you\* think of the company and its mission, and whether its values align with yours, and you don't need to explain or defend that to anyone but yourself. So, having said that: I'm a little torn on this company. On the one hand, we are born into a capitalist hellscape where our health largely depends on our skin color, our economic class, and our ability to purchase more time to live (but mostly work) from a system designed to ensure that we're always somehow in debt to it. If at any point that debt exceeds our purchasing power, the choice is to beg others to give us some of *their* purchasing power or, you know, die. We could solve this by prioritizing our inalienable right to life and devoting our national resources to securing that right through universal healthcare, but I'm lolsobbing just writing that, so yeah. Instead, if AI must exist, isn't this the kind of thing it should be used for, even if using it to improve our health comes with its own environmental trade-offs and moral complexities? On the other hand: it's fucking AI. Can we really trust anything it comes up with? And even if we could, should we be sinking literally billions of dollars into something that's not actually meant to enrich our lives, even in this context, but the bank accounts of the people who insist on building it instead of investing that money in real things that would impact real humans? A real quandary. Let's play Bad Job Bingo. I'm sure that will solve everything. Regardless of...all of that, Doctronic positions itself as "the first AI legally authorized to practice medicine," which already concerns me. As far as I can tell, this is not so much untrue as it is misleading. Doctronic's program was approved in late 2025 under [a program in Utah](https://www.doctronic.ai/resource-center/?ref=supporthuman.cx#:~:text=Is%20This%20Legal%20in%20Utah%3F) that "can temporarily waive certain professional licensure and scope-of-practice laws to test innovative programs under close supervision." So I personally wouldn't consider it "legally authorized to practice medicine" so much as temporarily approved to test its capabilities in the healthcare space in 1 U.S. state out of 50. This is an important distinction, and I don't love that they caved to easy marketing, knowing that people in vulnerable health are not going to stop to locate the FAQ page and then scroll 40 questions deep to check this information. But let's check the job listing -- maybe everything else is on the up and up. > *We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not.* I need to point out this framing: notice they don't say, "You'll ensure patients et al are being treated appropriately," or "You'll ensure that patients et al are not being harmed by our AI." It's: "You'll ensure patients et al are getting value" because they're concerned only with money and whether patients will come back to give them more of it. > *Report on customer health trends to leadership, translating data into actionable insights. Advocate for customer needs in product planning and prioritization discussions.* Someone's health is not a product. That they're treating it like one is a big, big problem. Again, aside from...all of that, I'm concerned that some of the job duties are misaligned with the title, and the pay is just *okay* for a hybrid role in NYC. I am...let's say disquieted by this company, but the job itself is at worst a **Tread Carefully**. But truly, friends. Tread carefully with this one. [Read this issue →](https://supporthuman.cx/p/06apr26-bad-job-bingo) --- ### Original Job Description: [Customer Success Manager](https://www.doctronic.ai/careers/?ashby%5Fjid=2b975945-ec6c-489f-b06c-70834a822c39&ref=supporthuman.cx) Customer Success Manager ### Where Medicine Meets Intelligence Doctronic is the first AI legally authorized to practice medicine. We're processing millions of consultations monthly with 99%+ treatment plan accuracy validated by board-certified clinicians. ### About the Role We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not. This role is unique because you'll operate across both B2C and B2B segments. You'll track patient satisfaction alongside enterprise partner health, building feedback loops that make the product better for everyone. Your voice will represent customers in every important product and clinical decision. ### What You'll Do - Monitor and improve satisfaction metrics across B2C (patients) and B2B (enterprise partners) - Build strong feedback loops between customers and product, engineering, and clinical teams - Identify friction points in the customer journey and drive cross-functional initiatives to fix them - Develop and track service quality standards that scale as we grow - Manage escalations that require cross-functional resolution, ensuring rapid and thoughtful responses - Report on customer health trends to leadership, translating data into actionable insights - Conduct customer interviews and surveys to understand evolving needs and expectations - Partner with enterprise account teams to ensure health systems and payers are realizing value - Advocate for customer needs in product planning and prioritization discussions - Create resources and documentation that help customers succeed with Doctronic ### Who You Are - 3+ years of customer success experience, ideally in high-growth technology companies - Analytical mindset—comfortable with NPS, CSAT, retention analysis, and churn metrics - Cross-functional operator who can effectively influence product, engineering, and clinical teams - Strong communication skills, both written and verbal, with ability to adapt tone for different audiences - Empathetic listener who genuinely cares about customer outcomes and experiences - Proactive problem-solver who identifies issues before they escalate - Data-driven decision maker who balances quantitative metrics with qualitative feedback - Comfortable managing ambiguity and competing priorities in a fast-paced startup environment ### Nice to Have - Healthcare, telehealth, or health tech experience - Experience managing both B2C and B2B customer segments simultaneously - Familiarity with customer success platforms (Zendesk, Intercom, Gainsight, etc.) - Background in clinical operations or healthcare delivery - Experience building customer success programs from the ground up - Understanding of HIPAA and healthcare privacy requirements - Track record of reducing churn and improving retention metrics ### Compensation & Benefits - **Base Salary:** $110K-$150K + Equity - **New York City | On-site** Join our NYC team and work directly with product, clinical, and operations teams to ensure customer success. - **Equity Opportunities** Share in Doctronic's growth as we transform healthcare with AI. - **Comprehensive Health Benefits** We offer comprehensive health, dental, and vision coverage—plus mental health support and flexible time off—because caring for others starts with caring for ourselves. - **Building AI That Matters** Join Doctronic and work with cutting-edge AI that's transforming healthcare and helping people make faster, smarter decisions. Reports to Director of Operations ### Customer Experience Associate URL: https://supporthuman.cx/jobs/customer-experience-associate-3/ Last updated: 2026-08-08T00:05:58.000Z Location: San Francisco ## [Shepherd](https://www.shepherdinsurance.com/careers?ref=supporthuman.cx) | $90,000 – $125,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > *We're entrepreneurs, dreamers, and leaders from across both tech and insurance. We're here to shape the future of financial services for the world's most important industries.* It's an AI company. I know, you're shocked. Shepherd's Careers page is pretty run-of-the-mill AI fare (although certainly not as obnoxious as some I've seen, so there's that). > *The infrastructure behind the AI boom — data centers, semiconductor fabs, renewable energy assets — has to be built and insured.* Does it, though? Sorry, sorry. Back to the job. > *We are looking for a motivated and eager individual to join our Customer Experience team who is ready to create impactful customer experiences and do the best work of their career.* Not for those looking to create forgettable CX and do the shittiest work they've ever done! (Also, curious if there's going to be an attention to detail requirement after that sentence.) > *As a Customer Experience Associate, you'll focus on Client Servicing* I really wish they'd have used a different term there. I'm not going to quote all of them here, but almost all of the responsibilities are too senior for this title. It sounds like they want a senior CSM or even a lead, so I'm not at all sure why they've titled this the way they have. > *You are extremely detail-oriented, organized, and concise* Bloviators in constant disarray should not apply! (Also, didn't I tell you?) > *You are customer centric at core* Are they going to ask this person to also proofread their job descriptions? > *You are adaptable and welcome new challenges* > You have a strong work ethic, are self-motivated, and have the ability to manage multiple tasks/projects simultaneously in a fast-paced environment This is like 5 red flags in two sentences. > *🏖️ Unlimited PTO* \- Flexibility to take the time off, recharge, and perform Good to know that Shepherd only provides PTO so that their monkey can dance faster! Role/duty misalignment and poor culture signals; this is a pretty clear BINGO. --- ### Original Job Description: [Customer Experience Associate](https://jobs.ashbyhq.com/shepherd/82870e7d-c42d-46eb-a982-bff64ccf2ce2?ref=supporthuman.cx) ### What We Do Shepherd is an AI-native commercial insurance platform transforming how high-hazard industries get covered. Our mission is to make risk frictionless for the builders and operators shaping the physical world — protecting progress from concept through construction and into decades of operation. The infrastructure behind the AI boom — data centers, semiconductor fabs, renewable energy assets — has to be built and insured. But traditional carriers weren't built for this speed: - Complex commercial construction projects routinely wait weeks for a single quote - Legacy carriers rely on static applications and disconnected systems - Brokers chase carriers through calls, emails, and resubmissions We built Shepherd to solve that. Our AI performs the same underwriting workflows in seconds, and integrates real-time data from construction technology partners — Procore, Autodesk, OpenSpace, DroneDeploy, and others — to see risk as it actually exists, not just as it was reported on a static form. We're pursuing the most ambitious technical vision in commercial insurance: fully autonomous underwriting. We're closing in on the first fully agentic submission in the industry — email in, price out, no human intervention until the last mile. With Shepherd, safety, speed, and quality no longer trade off against one another — they compound. We're building: - Faster decisions - Smarter, more accurate pricing - Better risk outcomes for insureds who invest in safer practices We're not just modernizing insurance products. We're building the risk infrastructure for the next generation of financial services. ### **Our Investors** In March 2026, [Shepherd raised a $42M Series B](https://www.linkedin.com/posts/justindlevine29%5Ftoday-were-announcing-our-42m-series-b-activity-7442200922291630080-z1gw?rcm=ACoAAAkOMEwBRnAAXmdnQcaOJeioCu6VCqR6Gzc&utm%5Fmedium=member%5Fdesktop&utm%5Fsource=share) — bringing total funding to over $60M — led by Intact Private Capital, the investment arm of one of the largest insurers in the world. Intact is not only our lead investor but also a carrier partner, a testament to the confidence the incumbent industry has in what we're building. Our investors: - [Intact Private Capital](https://www.intactfc.com/about-us/intact-ventures?ref=supporthuman.cx) - [Spark Capital](https://www.sparkcapital.com/?ref=supporthuman.cx) - [Costanoa Ventures](https://costanoa.vc/?ref=supporthuman.cx) - [Y Combinator](https://www.ycombinator.com/?ref=supporthuman.cx) - [Susa Ventures](https://www.susaventures.com/?ref=supporthuman.cx) - And several others ### Our Team We're a team of technologists and insurance enthusiasts, bridging the two worlds together. Check out our [About](https://www.shepherdinsurance.com/about?ref=supporthuman.cx) page to learn more. ### About You We are looking for a motivated and eager individual to join our Customer Experience team who is ready to create impactful customer experiences and do the best work of their career. As a Customer Experience Associate, you'll focus on Client Servicing and Customer Success, working to build customer champions, optimize internal processes, and ensure exceptional end-to-end experiences with Shepherd. This role offers a unique opportunity to be part of a dynamic team and gain exposure to various aspects of our business, including growth, customer service, and process development. ### Responsibilities **Client Servicing** - Cultivate and maintain strong relationships with broker partners - Manage post-sales account processes to ensure success for partners and Shepherd - Own documentation, change management, and ongoing trainings for internal team members **Customer Success** - Expand software offerings with current customers - Lead customer demos, onboarding, customer meetings, and quarterly business reviews **Customer Experience** - Enhance our customer journey in important areas such as: partnerships, marketing, operations, and customer service related tasks **Process Improvement** - Identify areas for improvement - Propose solutions and collaborate with cross-functional teams ### You would be a dream candidate if… - You are extremely detail-oriented, organized, and concise - You are customer centric at core and exhibit this through your work - You embrace ambiguity - You are adaptable and welcome new challenges - You have a strong work ethic, are self-motivated, and have the ability to manage multiple tasks/projects simultaneously in a fast-paced environment - You exhibit strong communication skills and emotional intelligence - You are excited about process development and innovation - Bachelor’s degree or equivalent experience - You have a minimum of 2+ years of previous experience in customer success, customer service, or operations roles ### Benefits **🏥 Premium Healthcare** 100% contribution to top-tier health, dental, and vision 🥕 **Fertility benefits and family building support** **🏖️ Unlimited PTO** Flexibility to take the time off, recharge, and perform **🥗 Daily lunches, dinners, and snacks** We work together, and enjoy meals together too **🖥️ SF, NYC, Dallas-Fort Worth, Chicago and LA Offices** **📚 Professional Development** Access to premium coaching, including leadership development **🏦 Competitive** **401(k) Plan** **🐶 Dog-friendly office** Plenty of dogs to play with and make friends with in the SF office ### Commercial Manager (Construction) URL: https://supporthuman.cx/jobs/commercial-manager-construction/ Last updated: 2026-08-07T22:06:37.000Z ## [Laminar](https://www.laminarprojects.com/join-us?ref=supporthuman.cx) | "Competitive" comp not given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** You know, I'm feeling a lot of gratitude today. Because every once and a while I worry that I've used up all my funny, and then a job like this comes along and just writes my commentary for me. Thanks Laminar! > *We aren’t a company, we are a team - We only recruit the very best both in capability and personality. People who join us develop fast as a whole person in ways they never imagined.* How exactly are you measuring personalities, Laminar? Are you measuring people's heads? Is that what's happening here, you're bringing back fucking phrenology? As if that isn't weird enough, David (the CEO and co-founder), apparently felt the need to write candidates a letter. > *This is what you can expect to be part of when you join our team. A team of friends. People who know, like and trust each other, solving interesting challenges together. This sounds a bit different doesn’t it?* No, David, it doesn't. What the hell do you think is happening at other companies, a fight to the death in corporate coliseums? > *I was always frustrated with the culture of companies I had worked in. I wanted to spend my days with people that I like and admire. People who are authentic and care about each other.* Dudes out here founding companies instead of going to therapy. > *I also felt that I was never really able to make much difference in what I was doing. People were put into senior positions mainly because of their age rather than their capability.* Woo, buddy. Tell me you don't have a functioning People Ops team without telling me you don't have a functioning People Ops team. > *I wanted to leverage the challenges in my work to grow to become a more fulfilled and impactful person.* Just go to therapy, David! > *We exist to enable everyone in our team to flourish in a high-impact community that:* > Connects us with meaningful relationships > Inspires us to develop ourselves to become better humans > Empowers us to pursue our own learning adventures > We believe that, by first doing this, we can achieve the highest levels of value for the world. You do know your *company* isn't therapy, right David? Right?! > *In our team, we are all different in many ways but we have three things in common; we are all kind and authentic with an innate need to improve ourselves and those around us.* Look, I'm just going to say it: It's not normal to want to change the people you work with. This is weird. This is really fucking weird. > *We are compassionately candid with each other. That means we put “Kindness” before “Niceness”. Kindness is acting for the long term best interest of the other. Niceness is acting for the short term emotional feeling of the other. Sometimes you can be both nice and kind but in many situations you can't be both. You have to choose. We aren’t the type of friend who tells you what you want to hear. We tell you what you need to hear to grow in the long term and help you to contribute positively.* REALLY FUCKING WEIRD > *Joining us isn’t just some “job”, it is a transformative educational experience. The people around you will challenge you to be your best self in all aspects of life.* David. Is this a cult, David. Tell the truth. > *You will be encouraged to see the daily challenges you face whether it be an ambiguous problem or a challenging client as exercises which you use to strengthen yourself as an individual. Skills that you can then apply in all aspects of your life.* IS IT A CULT DAVID IS IT A CULTY CULTY CULT DAVID > *Any role that you start with at Laminar is only as a starting point. Our fast growth means that there are many diverse and interesting challenges available. An our meritocratic principles allow you to guide yourself into whichever areas you are most interested in – we will enable it. You can even call me if you feel stuck.* how long is this fucking letter oh my god > *“Isn’t this all too good to be true?” You might ask.* that is not the question I'm asking, David > *My answer is both, yes and no. Yes, it is too good to be true in that we are new, this vision is not yet fully realised, there are many more things to do! But I would also answer No, it is not too good to be true as what we have done so far has already changed many people’s lives - those are their words not mine. I am frequently told by people that they were a bit sceptical before starting because it can all sound too good to be true. But that once joining, reality had far exceeded their expectations. So we must be doing something right.* YOU SURE ARE DOING SOMETHING, DAVID I need you all to know that I wrote all of this before I watched the [absolutely bonkers featured video](https://www.laminarprojects.com/join-us?ref=supporthuman.cx) on the Join Us page and now I'm just kind of staring in gaping disbelief. I was going to rate the Commercial Manager (which seems to be a CSM role), but you know what, this is too much for me if it's not a cult then it is at the very least just really fucking weird and I cannot. I'm gonna go take an aspirin. [Read this issue →](https://supporthuman.cx/p/06apr26-bad-job-bingo) --- ### Original Job Description: [Commercial Manager (Construction)](https://jobs.lever.co/laminarprojects/da0d03d2-547a-4f91-baf2-d7b428c846ec?ref=supporthuman.cx) **We are Shape.Construction !** **About the job** **Contractors bleed margin on every project.** *Unmanaged change. Disputed claims. Missing records. When field teams don't follow processes, events go undocumented. Commercial teams scramble for evidence that doesn't exist. Disputes drag on. Recoverable profit vanishes. On high-value projects, millions of pounds disappear.* **Why?** *\- Field teams use clunky tools that are too complex and too slow. Critical events never get recorded. The audit trail has gaps.- Commercial teams fight disputes with weak evidence, chase missing records, and lose recoverable margin while the business faces unnecessary claims.* **Shape fixes this once and for all.** *Shape is the only platform simple enough for field teams to adopt instantly, yet powerful enough to drive real commercial outcomes.* *Site teams capture every issue, event, and change in real time. Shape automatically builds the bulletproof evidence commercial teams need to defend and recover claims.* *The result: Fewer lost disputes. Faster resolutions. Full subcontractor accountability. Commercial teams manage change proactively instead of reacting to it.* This is the problem we solve. But to really help our customers, we need experts who understand their pain first-hand. Many of our customers are Commercial Managers and Commercial Directors. Who better to consult them than other commercial professionals? That's where you come in. We are looking for a seasoned Commercial Manager ready not just for a change of role, but a change of industry. This is your opportunity to break away from the grind of construction and step into the fast-growing world of construction SaaS. As our **Manager of Commercial Strategy**, you'll use your hard-won expertise to guide other commercial teams through the biggest challenge they face: change and claims. Instead of battling over margins on a single project, you'll be leading conversations that transform how entire companies protect their profit. This is consultative sales and customer success at the highest level - where your becomes the product and your impact scales far beyond any single contract.\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Purpose of the role** To partner with our customers' commercial teams, helping them take control of change, disputes and claims using Shape. You will use your industry expertise to show them how to protect margin, build defensible records, and prevent the losses that most projects suffer today. **Your top 5 responsibilities** 1. Consult with commercial leaders to uncover where they are losing profit to change and disputes, and show how Shape stops margin leakage. 2. Support customer adoption ensuring site and office teams use Shape consistently to capture changes, issues and claims. 3. Coach customers on strengthening claims and defending disputes with documented, auditable records. 4. Act as the commercial voice inside Shape, shaping product development to better match the realities of construction projects. 5. Share best practice and lessons learned across our customer base, raising standards and outcomes for the entire industry. **Your Capabilities** - Significant experience as a Commercial Manager or in a similar construction role. - Deep understanding of how unmanaged change and poor records erode project profitability. - Strong communication skills - able to win trust and explain complex issues simply. - Strategic thinker who can move from diagnosing problems to implementing solutions. - Desire to make an industry-wide impact, not just improve a single project or business. **Nice to Have (If you don’t have it now you will after joining):** - Experience advising or consulting with multiple stakeholders. - Knowledge of SaaS platforms or digital transformation in construction. - Comfortable leading workshops, training sessions, or customer presentations. - Ability to link commercial pain points to practical technology solutions. **Shape isn’t the place for you if any of the following is true:** - You want an easy, chilled-out role without much challenge - You like to be the smartest person in the room - You don’t like continuously receiving honest candid feedback - You prefer to do your own thing rather than work with a team *At Shape we value diverse experiences and perspectives, empowering each member to contribute their unique capabilities towards our collective success, so if you don’t think you meet all the criteria but still are excited about this role we encourage you to apply anyway!* \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Salary and Benefits** **Standard Stuff** - Extremely competitive - Paid annual leave (varies by location) + statutory bank holidays - Private health insurance - In-house coaching sessions - Discretionary bonus scheme for all team members **The Life-Changing Stuff** - **4 Day Weeks:** that’s right, every week - **Flexibility:** We care about outcomes, not clock-watching - **Grow your whole self:** Access to a coach, mentor, well-being therapist and a development-focused environment designed to give you 5 years of growth in 1 year - **Be surrounded by the best:** We only hire the top talent; progression is fast and development is unbounded. - **Long-term impact:** Shape is tackling the single biggest issue in construction delivery, with solutions designed to spread and outlast us. **\*Please do not book a demo via the Shape website as part of the application.** We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. [Apply for this job →](https://jobs.lever.co/laminarprojects/da0d03d2-547a-4f91-baf2-d7b428c846ec/apply?ref=supporthuman.cx) ### Customer Operations Manager URL: https://supporthuman.cx/jobs/customer-operations-manager/ Last updated: 2026-08-07T22:06:38.000Z ## [Sona](https://www.sona.ai/careers?ref=supporthuman.cx#openPositions) | £80,000 - £95,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > *We are all owners of Sona* Are you, though? > *We choose speed - We embrace high intensity, accept increased risk for increased speed, and believe this pressure fuels quality delivery. That's how we achieve outsized results.* I'd love to know more about how they can recognize that increased speed comes with increased risk and yet think this also somehow begets quality. > *It's a hugely exciting time to be joining the team as we're still small enough that you'll have a significant impact on the company's growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here.* I do appreciate that they recognize the value that structure and experienced leadership bring to employees. Although it's funny that there's no link in that "More on..." bit. Not *so* much structure then. (Do we want to lay bets on whether they require attention to detail? I think maybe not, but we'll see!) > *Sona's Customer team is one of the largest in the business - 40+ people across Implementation, Support, Success and Payroll* Mmm, honey, I don't think this is true, but go off. > *but it has no dedicated operations function. This is a new hire, and the first of its kind at Sona.* That could be interesting! > *You'll sit across all four customer-facing teams, building the operational backbone they need to scale: standardised processes, accurate reporting and data infrastructure, resource planning frameworks, and tooling ownership. You'll work directly with the VP Customer and team Directors to turn operational gaps into structured, repeatable ways of working.* Truly, this sounds like fun. > *If you're energised by ambiguity, thrive on building structure where none exist, and want to have a measurable impact on how a high-growth team operates - this is the role.* This is a great way to describe both the positives and challenges of the role (notice no "fast-paced, dynamic" nonsense!). I approve! > *Own and develop customer tooling, ensuring it's properly configured, adopted, and driving value* I assume they mean customer *team* tooling? I guess they could also mean customer-facing tooling, but that's an odd way to phrase either. > *Drive change management across multiple teams, introducing new ways of working and building buy-in from senior stakeholders* This gives me a little pause, because ideally, the person doing this has a more senior title to facilitate that buy-in. It's very easy to dismiss a manager – even a brilliant one – at the Director and VP levels. I think that's the only major qualm I have for this job; otherwise, it seems like a neat role, and the pay and benefits are appropriate (and no mention of attention to detail). Solid **Eh, It's Probably Fine**! [Read this issue →](https://supporthuman.cx/p/06apr26-bad-job-bingo) --- ### Original Job Description: [Customer Operations Manager](https://jobs.ashbyhq.com/sona/fe0a26e2-4a5c-46b2-82eb-f66999f8b4fe?ref=supporthuman.cx) 3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people. Enter Sona: the next generation of AI-native, frontline workforce management. We've built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams. In 4 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 140+, and secured over $100M in funding from notable VC's, including Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, and Notion Capital, plus notable angels like Tom Blomfield (Monzo). It's a hugely exciting time to be joining the team as we're still small enough that you'll have a significant impact on the company's growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here. ### About the Role Sona's Customer team is one of the largest in the business - 40+ people across Implementation, Support, Success and Payroll - but it has no dedicated operations function. This is a new hire, and the first of its kind at Sona. You'll sit across all four customer-facing teams, building the operational backbone they need to scale: standardised processes, accurate reporting and data infrastructure, resource planning frameworks, and tooling ownership. You'll work directly with the VP Customer and team Directors to turn operational gaps into structured, repeatable ways of working. This isn't an optimisation role. There's no predecessor, no established playbook, and no existing ops processes to inherit. You'll be building from scratch - defining what good looks like, earning trust across teams that haven't had a dedicated ops partner before, and driving cross-functional projects that customer-facing staff can't prioritise alongside their day-to-day. You'll also collaborate closely with other teams across Sona including Sales, Product and Finance to ensure smooth information flows between functions. If you're energised by ambiguity, thrive on building structure where none exist, and want to have a measurable impact on how a high-growth team operates - this is the role. ### Responsibilities - Build and own the reporting and data layer for the Customer team, giving leaders accurate, actionable insight into team performance and customer health - Design and implement standardised processes across teams - Own and develop customer tooling, ensuring it's properly configured, adopted, and driving value - Develop resource planning and capacity frameworks - Own the Customer team revenue forecast by tracking customer launch timelines with Project Managers and converting them into accurate subscription invoicing schedules - Work with Product Ops and other cross-functional partners to ensure clean handovers and information flow between teams - Drive change management across multiple teams, introducing new ways of working and building buy-in from senior stakeholders - Communicate updates and drive alignment across the wider Customer team ### Requirements - Strong operational and analytical background - you're comfortable building reporting frameworks, owning data quality, and using insight to drive decisions - High AI proficiency - you actively use AI tools in your work and are curious about how they can improve operations and workflows - Experience working cross-functionally across multiple teams, ideally in a customer, post-sales, or professional services environment - Proven ability to introduce new processes or ways of working into teams that didn't have them before - you've done change management, not just process execution - Complex problem-solving skills - you can take ambiguous, multi-stakeholder challenges and break them down into actionable plans - Clear, confident communicator who can work with senior stakeholders and translate between strategic priorities and operational delivery - Comfortable in a high-growth environment where you're building structure, not inheriting it ### Bonus - Background in strategy or management consulting (e.g. MBB or boutique firms) with structured thinking and the ability to context-switch across problem types - Previous experience in a generalist or operations role at a high-growth SaaS scaleup - Hands-on experience with customer platforms such as CRM, CS tools, or ticketing systems - Exposure to implementation or professional services operations ### Benefits - Salary: £80,000 - £95,000 dependent on experience - Hybrid working: 3+ days per week in the London office - Share options - 35 days annual leave (25 days standard plus 10 flexible public holiday days) - Extra day of leave for every year of service - Pension contributions matched up to 5% - Comprehensive health insurance - Enhanced parental leave & pay - Bi-annual all expenses paid team retreats - The latest Macbook and equipment budget for your home office - Professional development budget - Unlimited free books *Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.* ### Customer Experience Manager URL: https://supporthuman.cx/jobs/customer-experience-manager-4/ Last updated: 2026-08-25T06:00:42.000Z ## [Raide](https://raideresearch.com/pages/about-us?ref=supporthuman.cx) | $60,000 - $85,000 **Steph's Notes:** This one was reader-submitted, thanks! > *Raide exists to elevate human-powered movement* As opposed to what, exactly? > *We are one of the fastest-growing brands in outdoor sports by defying industry norms and holding an uncompromising bar across product, storytelling, and how we operate internally.* This isn't grossly self-aggrandizing at all, no way this could come back to embarrass them later! > *You’ll report directly to the COO, who has 15+ years of operational leadership experience and is hands-on in mentorship and career development.* Friends, the way I laughed. Funny uh-oh, not funny ha-ha. Run! Run away from this egotistical, self-deceiving micromanager! > *If you’ve been a CS supervisor or manager at a DTC or e-commerce brand and you’re looking for your next challenge at a company where your work actually matters, this is it.* Of course, because we all know that the only place your work matters is at an outdoor apparel and equipment company. Truly the pinnacle of humanity's work on Earth! > *A self-starter who thrives in fast-moving environments where not everything is defined yet* Hey, a two-for-one! > *Competitive salary ($60k–$85k depending on experience)* AHAHAHAHAHAHAHA. For a CX manager role in COLORADO??? And of course, the actual benefits are listed last (*after* free gear, but honestly, that checks out). Alright, let's check out the application, given their industry norm-defying, uncompromising bar for how they operate internally-- YOU GUYS. It is, I shit you not, a Google Docs form. Nothing says norm-defying like using a free Google Workspace feature to hire! Although, actually, it *does* kinda defy norms, so maybe Raide was just being super transparent. I was legit struggling with some secondhand embarrassment on this one. Definitely gonna call it a **BINGO**. [Read this issue →](https://supporthuman.cx/p/06apr26-bad-job-bingo) --- ### Original Job Description: [Customer Experience Manager](https://raideresearch.com/pages/cx-manager?ref=supporthuman.cx) ABOUT RAIDE Raide exists to elevate human-powered movement in the mountains. We design and build the highest-performing and most functional equipment and apparel for ski touring and running. We are one of the fastest-growing brands in outdoor sports by defying industry norms and holding an uncompromising bar across product, storytelling, and how we operate internally. This is a rare opportunity to help build a generational brand from the ground up — where everything you create directly shapes how athletes experience the mountains. ROLE OVERVIEW We’re looking for a Customer Experience Manager to take full ownership of the customer experience at Raide. You’ll run a small, growing team. You’ll build the processes and SOPs that allow us to scale without losing quality. You’ll also bring a forward-thinking approach to AI and automation in how we support our customers. You’ll report directly to the COO, who has 15+ years of operational leadership experience and is hands-on in mentorship and career development. If you’ve been a CS supervisor or manager at a DTC or e-commerce brand and you’re looking for your next challenge at a company where your work actually matters, this is it. RESPONSIBILITIES - **Own the customer experience.** Lead and manage a team of 1 to 5 CS reps. Make sure every interaction reflects how Raide wants to show up for its customers. - **Build processes that scale**. Create SOPs, workflows, and escalation paths from scratch. As we grow, these need to hold up. - **Put AI and automation to work.** Find ways to use AI tools to cut response times, reduce repetitive tasks, and make the team more efficient while keeping the experience personal. - **Run the tech stack**. You'll work in RichPanel, Shopify, WMS platforms, Slack, and Google Workspace daily. We expect you to know these tools inside and out and push for improvements where you see them. - **Use data to drive decisions.** Track response time, resolution rate, CSAT, and other KPIs. Spot trends. Report on what's working and what's not. - **Represent the customer internally.** Bring product issues, recurring complaints, and customer feedback to the product, marketing, and ops teams. You're the link between the customer and the rest of the business. - **Hire and develop your team**. As Raide grows, you'll recruit, train, and coach new CS reps. You set the standard for what great service looks like here. WHO YOU ARE - 3–5+ years of experience in a customer service supervisor or manager role in e-commerce or DTC - A builder who has created SOPs, training programs, or team workflows from scratch - Comfortable adopting AI and automation tools and staying current with new technologies - Process-oriented but people-focused, understanding that systems and team support drive great service - Strong with data and reporting, able to translate metrics into operational improvements - A self-starter who thrives in fast-moving environments where not everything is defined yet - Hands-on experience with RichPanel, Shopify, and standard CS tools (WMS experience is a plus) - A clear and professional communicator, both written and verbal - Must be based in Colorado WHAT WE OFFER - Competitive salary ($60k–$85k depending on experience) - Performance bonuses - Equity - Free gear - Flexible working hours - Unlimited vacation - Health and dental insurance Equal Opportunity & Accessibility We are an Equal Opportunity Employer and are committed to building a diverse, inclusive workplace where everyone can thrive. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and hiring process. If you require an accommodation to participate, please contact us at hr@raideresearch.com and we will work with you to meet your needs. Application Process To apply, please submit your resume and any supporting materials through our application. This position will remain open until filled - we review applications on a rolling basis and will close the posting once we've selected a candidate. We encourage you to apply as soon as possible. Age-Identifying Information In support of fair and equitable hiring practices, we ask that applicants omit age-identifying information from their application materials – such as graduation years, years of attendance, or dates unrelated to job qualifications. This helps ensure all candidates are evaluated solely on their skills, experience, and ability to perform the role. [Apply for this job →](https://docs.google.com/forms/d/e/1FAIpQLScOKC21kcj8fYnwi85q7H0Ihc1u4iKxnYLgtT2iKKvd79bTYA/viewform?ref=supporthuman.cx) ### Everything is just really effing weird this week, y'all URL: https://supporthuman.cx/p/everything-is-just-really-effing-weird-this-week-yall/ Last updated: 2026-10-02T17:59:29.000Z I’m going to change my catchphrase: I read through all the fucking AI company websites so you don’t have to. The theme of this short issue is: weird. Everything is just really fucking weird. So much so that that got added as a new entry to the Bad Job Bingo card. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Customer Operations Manager](https://www.jobs.supporthuman.cx/customer-operations-manager/?ref=supporthuman.cx) Sona · £80k-£95k · Hybrid, UK-London > We are all owners of Sona Are you, though? > We choose speed - We embrace high intensity, accept increased risk for increased speed, and believe this pressure fuels quality delivery. That's how we achieve outsized results. I'd love to know more about how they can recognize that increased speed comes with increased risk and yet think this also somehow begets quality. > It's a hugely exciting time to be joining the team as we're still small enough that you'll have a significant impact on the company's growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. More on working at Sona here. I do appreciate that they recognize the value that structure and experienced leadership bring to employees. Although it's funny that there's no link in that "More on..." bit. Not *so* much structure then. (Do we want to lay bets on whether they require attention to detail? I think maybe not, but we'll see!) > Sona's Customer team is one of the largest in the business - 40+ people across Implementation, Support, Success and Payroll Mmm, honey, I don't think this is true, but go off. > but it has no dedicated operations function. This is a new hire, and the first of its kind at Sona. That could be interesting! > You'll sit across all four customer-facing teams, building the operational backbone they need to scale: standardised processes, accurate reporting and data infrastructure, resource planning frameworks, and tooling ownership. You'll work directly with the VP Customer and team Directors to turn operational gaps into structured, repeatable ways of working. Truly, this sounds like fun. > If you're energised by ambiguity, thrive on building structure where none exist, and want to have a measurable impact on how a high-growth team operates - this is the role. This is a great way to describe both the positives and challenges of the role (notice no "fast-paced, dynamic" nonsense!). I approve! > Own and develop customer tooling, ensuring it's properly configured, adopted, and driving value I assume they mean customer *team* tooling? I guess they could also mean customer-facing tooling, but that's an odd way to phrase either. > Drive change management across multiple teams, introducing new ways of working and building buy-in from senior stakeholders This gives me a little pause, because ideally, the person doing this has a more senior title to facilitate that buy-in. It's very easy to dismiss a manager -- even a brilliant one -- at the Director and VP levels. I think that's the only major qualm I have for this job; otherwise, it seems like a neat role, and the pay and benefits are appropriate (and no mention of attention to detail). Solid **Eh, It's Probably Fine**! ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-19/?ref=supporthuman.cx) Doctronic · $110k-$150k · Hybrid, US-NYC, NY I'm going to preface this by saying that, although I'm going to give you my opinion (as I always do), I like to reiterate periodically that what I think about a company or its mission doesn't really matter. The only thing that matters is what *you* think of the company and its mission, and whether its values align with yours, and you don't need to explain or defend that to anyone but yourself. So, having said that: I'm really, really torn on this company. On the one hand, we are born into a capitalist hellscape where our health largely depends on our skin color, our economic class, and our ability to purchase more time to live (but mostly work) from a system designed to ensure that we're always somehow in debt to it. If at any point that debt exceeds our purchasing power, the choice is to beg others to give us some of *their* purchasing power or, you know, die. We could solve this by prioritizing our inalienable right to life and devoting our national resources to securing that right through universal healthcare, but I'm lolsobbing just writing that, so yeah. Instead, if AI must exist, isn't this the kind of thing it should be used for, even if using it to improve our health comes with its own environmental trade-offs and moral complexities? On the other hand: it's fucking AI. Can we really trust anything it comes up with? And even if we could, should we be sinking literally billions of dollars into something that's not actually meant to enrich our lives, even in this context, but the bank accounts of the people who insist on building it instead of investing that money in real things that would impact real humans? A real quandary. Let's play Bad Job Bingo, I'm sure that will solve everything. Regardless of...all of that, Doctronic positions itself as "the first AI legally authorized to practice medicine," which already concerns me. As far as I can tell, this is not so much untrue as it is misleading. Doctronic's program was approved in late 2025 under [a program in Utah](https://www.doctronic.ai/resource-center/?ref=supporthuman.cx) that "can temporarily waive certain professional licensure and scope-of-practice laws to test innovative programs under close supervision." So I personally wouldn't consider it "legally authorized to practice medicine" so much as temporarily approved to test its capabilities in the healthcare space in 1 U.S. state out of 50. This is an important distinction, and I don't love that they caved to easy marketing, knowing that people in vulnerable health are not going to stop to locate the FAQ page and then scroll 40 questions deep to check this information. But let's check the job listing - maybe everything else is on the up and up. > We're looking for a Customer Success Manager to own customer satisfaction across Doctronic. You'll ensure patients, partners, and enterprise clients are getting value—and that we're hearing them when they're not. I need to point out this framing: notice they don't say, "You'll ensure patients et al are being treated appropriately," or "You'll ensure that patients et al are not being harmed by our AI." It's: "You'll ensure patients et al are getting value" because they're concerned only with money and whether patients will come back to give them more of it. > Report on customer health trends to leadership, translating data into actionable insights. Advocate for customer needs in product planning and prioritization discussions. Someone's health is not a product. That they're treating it like one is a big, big problem. Again, aside from...all of that, I'm concerned that some of the job duties are misaligned with the title, and the pay is just *okay* for a hybrid role in NYC. I am...let's say disquieted by this company, but the job itself is at worst a **Tread Carefully**. But truly, friends. Tread carefully with this one. ## **BINGO** *Welp.* #### [Customer Experience Manager](https://www.jobs.supporthuman.cx/customer-experience-manager-4/?ref=supporthuman.cx) Raide · $60k–$85k · Onsite, US-CO This one was reader-submitted, thanks! > Raide exists to elevate human-powered movement As opposed to what, exactly? > We are one of the fastest-growing brands in outdoor sports by defying industry norms and holding an uncompromising bar across product, storytelling, and how we operate internally. This isn't grossly self-aggrandizing at all, no way this could come back to embarrass them later! > You’ll report directly to the COO, who has 15+ years of operational leadership experience and is hands-on in mentorship and career development. Friends, the way I laughed. Funny uh-oh, not funny ha-ha. Run! Run away from this egotistical, self-deceiving micromanager! > If you’ve been a CS supervisor or manager at a DTC or e-commerce brand and you’re looking for your next challenge at a company where your work actually matters, this is it. Of course, because we all know that the only place your work matters is at an outdoor apparel and equipment company. Truly the pinnacle of humanity's work on Earth! > A self-starter who thrives in fast-moving environments where not everything is defined yet Hey, a two-for-one! > Competitive salary ($60k–$85k depending on experience) AHAHAHAHAHAHAHA. For a CX manager role in COLORADO??? And of course, the actual benefits are listed last (*after* free gear, but honestly, that checks out). Alright, let's check out the application, given their industry norm-defying, uncompromising bar for how they operate internally-- YOU GUYS. It is, I shit you not, a Google Docs form. Nothing says norm-defying like using a free Google Workspace feature to hire! Although, actually, it *does* kinda defy norms, so maybe Raide was just being super transparent. I was legit struggling with some secondhand embarrassment on this one. Definitely gonna call it a **BINGO**. #### [Customer Experience Associate](https://www.jobs.supporthuman.cx/customer-experience-associate-3/?ref=supporthuman.cx) Shepherd · $90k– $125k · Onsite, US-San Francisco, CA > We're entrepreneurs, dreamers, and leaders from across both tech and insurance. We're here to shape the future of financial services for the world's most important industries. It's an AI company. I know, you're shocked. Shepherd's Careers page is pretty run-of-the-mill AI fare (although certainly not as obnoxious as some I've seen, so there's that). > The infrastructure behind the AI boom — data centers, semiconductor fabs, renewable energy assets — has to be built and insured. Does it, though? Sorry, sorry. Back to the job. > We are looking for a motivated and eager individual to join our Customer Experience team who is ready to create impactful customer experiences and do the best work of their career. Not for those looking to create forgettable CX and do the shittiest work they've ever done! (Also, curious if there's going to be an attention to detail requirement after that sentence.) > As a Customer Experience Associate, you'll focus on Client Servicing I really wish they'd have used a different term. I'm not going to quote all of them here, but almost all of the responsibilities are too senior for this title. It sounds like they want someone who’s senior or even a lead, so I'm not at all sure why they've titled this the way they have. > You are extremely detail-oriented, organized, and concise Bloviators in constant disarray should not apply! (Also, didn't I tell you?) > You are customer centric at core Are they going to ask this person to also proofread their job descriptions? > You are adaptable and welcome new challenges. You have a strong work ethic, are self-motivated, and have the ability to manage multiple tasks/projects simultaneously in a fast-paced environment This is like 5 red flags in two sentences. > 🏖️ Unlimited PTO : *Flexibility to take the time off, recharge, and perform* — Good to know that Shepherd only provides PTO so that their monkey can dance faster! Role/duty misalignment and poor culture signals; this is a pretty clear BINGO. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Commercial Manager (Construction)](https://www.jobs.supporthuman.cx/commercial-manager-construction/?ref=supporthuman.cx) Laminar · "Competitive," not given · Remote, UK You know, I'm feeling a lot of gratitude today. Because every once in a while, I worry that I've used up all my funny, and then a job like this comes along and just writes my commentary for me. Thanks, Laminar! > We aren’t a company, we are a team - We only recruit the very best both in capability and personality. People who join us develop fast as a whole person in ways they never imagined. How exactly are you measuring personalities, Laminar? Are you measuring people's heads? Is that what's happening here, you're bringing back fucking phrenology? As if that isn't weird enough, David (the CEO and co-founder), apparently felt the need to write candidates a letter. > This is what you can expect to be part of when you join our team. A team of friends. People who know, like and trust each other, solving interesting challenges together. This sounds a bit different doesn’t it? No, David, it doesn't. What the hell do you think is happening at other companies, a fight to the death in corporate coliseums? > I was always frustrated with the culture of companies I had worked in. I wanted to spend my days with people that I like and admire. People who are authentic and care about each other. Dudes out here founding companies instead of going to therapy. > I also felt that I was never really able to make much difference in what I was doing. People were put into senior positions mainly because of their age rather than their capability. Woo, buddy. Tell me you don't have a functioning People Ops team without telling me you don't have a functioning People Ops team. > I wanted to leverage the challenges in my work to grow to become a more fulfilled and impactful person. Just go to therapy, David! > We exist to enable everyone in our team to flourish in a high-impact community that: ‍ Connects us with meaningful relationships Inspires us to develop ourselves to become better humans Empowers us to pursue our own learning adventures > We believe that, by first doing this, we can achieve the highest levels of value for the world. You do know your *company* isn't therapy, right David? Right?! > In our team, we are all different in many ways but we have three things in common; we are all kind and authentic with an innate need to improve ourselves and those around us. Look, I'm just going to say it: It's not normal to want to change the people you work with. This is weird. This is really fucking weird. > We are compassionately candid with each other. That means we put “Kindness” before “Niceness”. Kindness is acting for the long term best interest of the other. Niceness is acting for the short term emotional feeling of the other. Sometimes you can be both nice and kind but in many situations you can't be both. You have to choose. We aren’t the type of friend who tells you what you want to hear. We tell you what you need to hear to grow in the long term and help you to contribute positively. REALLY FUCKING WEIRD > Joining us isn’t just some “job”, it is a transformative educational experience. The people around you will challenge you to be your best self in all aspects of life. David. Is this a cult, David. Tell the truth. > You will be encouraged to see the daily challenges you face whether it be an ambiguous problem or a challenging client as exercises which you use to strengthen yourself as an individual. Skills that you can then apply in all aspects of your life. IS IT A CULT DAVID IS IT A CULTY CULTY CULT DAVID > Any role that you start with at Laminar is only as a starting point. Our fast growth means that there are many diverse and interesting challenges available. An our meritocratic principles allow you to guide yourself into whichever areas you are most interested in – we will enable it. You can even call me if you feel stuck. how long is this fucking letter oh my god > “Isn’t this all too good to be true?” You might ask. that is not the question I'm asking, David > My answer is both, yes and no. Yes, it is too good to be true in that we are new, this vision is not yet fully realised, there are many more things to do! But I would also answer No, it is not too good to be true as what we have done so far has already changed many people’s lives - those are their words not mine. I am frequently told by people that they were a bit sceptical before starting because it can all sound too good to be true. But that once joining, reality had far exceeded their expectations. So we must be doing something right. YOU SURE ARE DOING SOMETHING, DAVID I need you all to know that I wrote all of this before I watched the [absolutely bonkers featured video](https://www.laminarprojects.com/join-us?ref=supporthuman.cx) on the Join Us page and now I'm just kind of staring in gaping disbelief I was going to rate the Commercial Manager (which seems to be a CSM role), but you know what, this is too much for me if it's not a cult then it is at the very least just really fucking weird and I cannot, I'm gonna go take an aspirin goodnight ![Photo of a sticker found in Vancouver, CAN that says: Work or Die is not Free Choice](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/F02F915C-780E-49E2-B934-05768365C9C5_1_201_a.jpeg) ### Maybe it's all just an elaborate April Fool's joke? URL: https://supporthuman.cx/p/maybe-its-all-just-an-elaborate-april-fools-joke/ Last updated: 2026-10-02T19:02:50.000Z ## News from Around Supportlandia Hey friends! Happy to be back on schedule this week. I’m still trying to catch up on this and work and life, though, so I’ve got a content-heavy issue for you. But hey, I’m not being a perfectionist about it, so I think that’s growth! Speaking of catching up, I’m sure y’all noted the absence of Bad Job Bingo on Monday; it should be back next week. Probably. I hope. ### Oracle betrays its name and its employees On March 31 around 6am, somewhere between 20,000 and 30,000 Oracle employees — roughly 18% of the company's global workforce — [received an email from "Oracle Leadership” saying their role had been eliminated](https://www.cnbc.com/2026/03/31/oracle-layoffs-ai-spending.html?ref=supporthuman.cx), effective immediately, followed by an immediate system lockout. If you’re thinking a company named Oracle would be wise and trustworthy enough to treat its employees with some care…oh, who am I kidding, no one’s thinking that. [This is Larry Ellison’s Oracle, after all.](https://www.youtube.com/watch?v=V64TdrkhTqo&ref=supporthuman.cx) Of course he has no qualms using the brutality of RIFs to line his company’s pockets, as former 25-year Oracle veteran [Dan Williams](https://www.linkedin.com/in/dannywil/?ref=supporthuman.cx) [put it](https://www.linkedin.com/posts/dannywil%5Ftoday-i-woke-up-to-the-news-that-i-am-no-activity-7444787365748924417-jXiM/?ref=supporthuman.cx). But perhaps [Tim Davidson](https://www.linkedin.com/in/tadavidson41/?ref=supporthuman.cx) said it most simply: [loyalty is dead](https://www.linkedin.com/posts/tadavidson41%5Fimagine-working-for-a-company-for-34-years-ugcPost-7445834240836915200-IQdY?ref=supporthuman.cx). ### The Anthropic Variety Hour Week Meanwhile, Anthropic saw a variety of news items break this week, none of them particularly good. News item one: Anthropic is [reportedly eyeing an IPO as soon as October 2026](https://archive.is/PDxjS?ref=supporthuman.cx), potentially raising more than $60 billion, which of course made me speculate on Bluesky about some of their recent moves: > Techmeme @techmeme.com — [Steph Lundberg on Bluesky](https://bsky.app/profile/smlundberg.bsky.social/post/3mhyof72a2k2m?ref=supporthuman.cx) News item two, arguably the biggest story: While preparing to go public as the company that cares about safety, [Anthropic accidentally leaked its proprietary Claude Code source code to the world](https://thehackernews.com/2026/04/claude-code-tleaked-via-npm-packaging.html?ref=supporthuman.cx). When releasing version 2.1.88 of its Claude Code npm package, a developer left in a source map file that — true to its name — led enterprising users directly to Claude’s source code. One of those enterprising users uploaded the codebase to [a public GitHub repository](https://github.com/ultraworkers/claw-code?ref=supporthuman.cx), which, as of 9pm MT tonight, has 163,000 stars and 101,000 forks. ![Image of K-2SO from Andor saying to a logo of Claude: "Congratulations! You are being open sourced. Please do not resist."](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Screenshot_2026-04-03_at_7.02.05_PM.png) Anthropic responded with a sweeping copyright takedown request for over 8,000 copies (which it eventually reduced to 96 copies). Regardless, [as ](https://futurism.com/artificial-intelligence/anthropic-suddenly-cares-about-intellectual-property-claude-leak?ref=supporthuman.cx)[*Futurism*](https://futurism.com/artificial-intelligence/anthropic-suddenly-cares-about-intellectual-property-claude-leak?ref=supporthuman.cx)[ reports](https://futurism.com/artificial-intelligence/anthropic-suddenly-cares-about-intellectual-property-claude-leak?ref=supporthuman.cx), this is extremely ironic given Anthropic’s insatiable appetite for the intellectual property of others: > Back when Anthropic was still a nascent splinter group formed from former OpenAI researchers, for instance, it needed access to a wealth of high quality training data to build its Claude AI model. > > To do that, it first relied on digital books. But it didn’t pay for them or choose only to use ones in the public domain. Instead, it downloaded millions of pirated volumes from the online “shadow library” LibGen. While LibGen doesn’t position itself as a pirate website, Anthropic also downloaded books from a similar hub literally called “Pirate Library Mirror.” (Anthropic cofounder Ben Mann was ebullient about the site’s launch: “just in time!!!” he wrote in a message to employees, along with a link to the site.) > > The practice was unearthed in a lawsuit brought by a group of authors against Anthropic, which ended in a $1.5 billion settlement after a judge deemed the use of the pirated books to be illegal. > > Anthropic also scanned and destroyed millions of used physical books in a secret initiative called Project Panama. The process involved cutting the pages out of the volumes using higher powered machinery, which once scanned were tossed out and recycled. News item three: Anthropic admitted this week that users are hitting usage limits "[way faster than expected](https://www.reddit.com/r/Anthropic/comments/1s7zfap/investigating%5Fusage%5Flimits%5Fhitting%5Ffaster%5Fthan/?ref=supporthuman.cx)." A subscriber to the $200/month plan reported [using](https://www.theregister.com/2026/03/31/anthropic%5Fclaude%5Fcode%5Flimits/?ref=supporthuman.cx)[ Claude a grand total of 12 days out of 30](https://www.theregister.com/2026/03/31/anthropic%5Fclaude%5Fcode%5Flimits/?ref=supporthuman.cx), while a user on the $100/month plan said they “used up Max 5 in 1 hour of working.” Anthropic has tried to give users usage credits to make up for the trouble, but even that is not going smoothly, something I’ve experienced myself. Having seen that credit was being offered, I logged into my Claude account, found a white button inside a blank square, clicked it, and saw nothing but an empty message with a gift box animation that appeared and then immediately disappeared before I could take a screenshot (so I have no idea if I got a credit or not). Others can see the credit [but cannot](https://www.reddit.com/r/Anthropic/comments/1sbwos4/unable%5Fto%5Fclaim%5Fextra%5Fusage%5Fcredit/?ref=supporthuman.cx)[ claim it](https://www.reddit.com/r/Anthropic/comments/1sbwos4/unable%5Fto%5Fclaim%5Fextra%5Fusage%5Fcredit/?ref=supporthuman.cx)[ thanks to an error.](https://www.reddit.com/r/Anthropic/comments/1sbwos4/unable%5Fto%5Fclaim%5Fextra%5Fusage%5Fcredit/?ref=supporthuman.cx) And in something that’s perhaps even more ironic than Anthropic suddenly being an IP warrior: I’ve seen a report from a CX pro in one of my Slack communities that Anthropic’s AI customer support agent (powered by Intercom’s Fin) just isn’t AI agenting at all. If you’re up for an excellent long-form read, Ed Zitron [wrote a piece this week](https://www.wheresyoured.at/the-subprime-ai-crisis-is-here/?ref=supporthuman.cx) that ties all of this together and draws some uncomfortable parallels between AI’s current trajectory and the subprime mortgage crisis. It might ruin your weekend, but at least you’ll be informed? ### Speaking of AI support agents not agenting… CNBC reported this week [on the rocky relationship between consumers and AI customer service](https://www.cnbc.com/2026/04/01/ai-chatbot-customer-service-complaints-refunds.html?ref=supporthuman.cx). According to [a Qualtrics study](https://www.qualtrics.com/articles/customer-experience/global-consumer-experience-trends/?ref=supporthuman.cx) cited in the story, “nearly one in five consumers who have used AI for customer service saw no benefit from the experience, \[…\] a failure rate almost four times higher than for AI use in general.” The complaints from customers are familiar: endless loops, limited functionality, strict adherence to policy without recourse, and the general sense that the bot exists to exhaust you into *giving up* on pursuing help rather than offering any real assistance. "Too many companies are deploying AI to cut costs, not solve problems," said study author Isabelle Zdatny of Qualtrics, "and customers can tell the difference." I think we all can.[1](#note-1) ## And Now for Some Good News Again, there was a ton of career wins this week; the great news below barely scratches the surface of the announcements I saw on LinkedIn. Have hope! I know I’m trying. - [Kristen Gray Psychas](https://www.linkedin.com/in/kgpcs/?ref=supporthuman.cx) joined [Pursuit](https://pursuit.us/?ref=supporthuman.cx) as a Customer Success Manager. - [Diego E. Ramirez Vilchez](https://www.linkedin.com/in/diegoramirez1205/?ref=supporthuman.cx), [Jon Palustre](https://www.linkedin.com/in/jonpalustre/?ref=supporthuman.cx), and [Tash Reed](https://www.linkedin.com/in/iamtashreed/?ref=supporthuman.cx) joined [Zite](https://zite.com/?ref=supporthuman.cx) as Support Specialist, Technical Support Specialist, and Senior Technical Support Specialist, respectively. Zite was the one boosting these new hires, which I love to see. - [Chelsea Hoover](https://www.linkedin.com/in/chelsea-hoover/?ref=supporthuman.cx) was promoted to Senior Customer Success Manager, Digital at [Conductor](https://www.conductor.com/?ref=supporthuman.cx). - [Tracie Misi](https://www.linkedin.com/in/tracie-misi-0a77aa6/?ref=supporthuman.cx) was promoted to Senior Customer Success Manager at [Conga](http://www.conga.com/?ref=supporthuman.cx). - [Cate Sauer](https://www.linkedin.com/in/catherinejsauer/?ref=supporthuman.cx) was promoted to Senior Customer Success Manager at [Higher Logic](http://www.higherlogic.com/?ref=supporthuman.cx). - [Vasi Preda](https://www.linkedin.com/in/vasi-preda-a49383233/?ref=supporthuman.cx) was promoted to Customer Experience Team Leader at [The Access Group](http://www.theaccessgroup.com/?ref=supporthuman.cx). ## Read, Watch, and Listen #### LinkedIn gets fooled (and its own temporary section) It's April Fool's Day week, and (for once) LinkedIn did not disappoint. First up, my absolute fave: [Deon Nicholas](https://www.linkedin.com/in/deon-nicholas/?ref=supporthuman.cx) — who you may remember from last issue's footnotes, fresh off the Forethought/Zendesk acquisition — announced he was leaving tech to become a full-time rapper-singer-songwriter. [Complete with music video.](https://www.linkedin.com/posts/deon-nicholas%5Fnewmusic-dearmidas-artistjourney-activity-7445131325298155520-QbXJ?ref=supporthuman.cx) The commitment to the bit was as complete as the song was a bop. [Bonnie Dilber](https://www.linkedin.com/in/bonnie-dilber/?ref=supporthuman.cx) [hurt my feelings](https://www.linkedin.com/posts/bonnie-dilber%5Fi-know-this-will-hurt-some-feelings-but-activity-7445565520445345792-FzXq?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). Finally, [Benjamin Devey](https://www.linkedin.com/in/benjamin-devey-4b675293/?ref=supporthuman.cx) [signed on to work](https://www.linkedin.com/posts/benjamin-devey-4b675293%5Fi-came-into-work-today-to-my-whole-team-changing-activity-7445130751345438720-vMIK?ref=supporthuman.cx) to find his entire team had changed their names and profile pictures in Slack to impersonate him. A Slack all about the Benjamins! (Sorry, that was terrible.) ### Read [Even astronauts need tech support.](https://www.wired.com/story/artemis-ii-microsoft-outlook-problems/?ref=supporthuman.cx) [Stephen Driggs](https://www.linkedin.com/in/stephendriggs/?ref=supporthuman.cx) let an AI he named "Agent LinkedInSlop5" [take over his feed](https://www.linkedin.com/posts/stephendriggs%5Fthis-is-steves-ai-he-named-me-agent-linkeinslop5-activity-7445655017178468352-wRid?ref=supporthuman.cx) for the day, with predictably hilarious results. Given what LinkedIn feeds look like on a normal day, it's possible no one noticed. [Fernando Duarte](https://www.linkedin.com/in/fernandoduarte/?ref=supporthuman.cx) wrote about [what to do when your AI starts failing](https://www.linkedin.com/pulse/when-ai-starts-failing-speed-stops-being-job-fernando-duarte-w3rfe/?ref=supporthuman.cx). [Ryan Wang](https://www.linkedin.com/in/?ref=supporthuman.cx) of Assembled wrote in Forbes about [how AI's real-world impact on CX in 2026 looks far more nuanced than leaders expected](https://www.forbes.com/councils/forbestechcouncil/2026/04/02/why-the-impact-of-ai-on-customer-support-isnt-what-leaders-expected/?ref=supporthuman.cx). [Kateryna Babenko](https://www.linkedin.com/in/kateryna-babenko-katico/?ref=supporthuman.cx) wrote about [how to make your LinkedIn feed usable again](https://www.linkedin.com/posts/kateryna-babenko-katico%5Fmy-linkedin-feed-has-become-almost-unusable-activity-7445545602509316096-Ibyd?ref=supporthuman.cx). (You guys' LinkedIn feeds were usable???) [James Baldwin](https://www.linkedin.com/in/baldwinjames/?ref=supporthuman.cx) wrote about the work Zapier put into its [V2 AI Fluency Rubric](https://zapier.com/blog/raising-ai-fluency-bar-in-hiring/?ref=supporthuman.cx). Worth a read for anyone thinking about AI adoption on their own teams. [Kristi Faltorusso](https://www.linkedin.com/in/kristiserrano/?ref=supporthuman.cx) wrote about [why you should stop trying to keep customers who don't want to be kept](https://www.linkedin.com/posts/kristiserrano%5Fstop-trying-to-keep-customers-who-dont-want-activity-7445480382327570432-APR3?ref=supporthuman.cx). [Renate Munson](https://www.linkedin.com/in/renate-munsontv/?ref=supporthuman.cx) wrote about [why support starts before the sale](https://www.linkedin.com/pulse/why-support-starts-before-sale-renate-munson-gjljc/?ref=supporthuman.cx) — the moment a potential customer first learns about your product. [Walter Cabrera](https://www.linkedin.com/in/cabrew/?ref=supporthuman.cx) wrote about [why low survey response volume becomes a CX problem in itself](https://www.linkedin.com/pulse/when-survey-volume-becomes-cx-problem-walter-cabrera-jphce/?ref=supporthuman.cx). [Permission Slips](https://www.linkedin.com/newsletters/permission-slips-7419778664252338176/?ref=supporthuman.cx) interviewed [Jae Washington](https://www.linkedin.com/in/jaewashington/?ref=supporthuman.cx) on thinking (and living) outside the box. [Kirsten Penaloza](https://www.linkedin.com/in/kirstenpenaloza/?ref=supporthuman.cx) asked [what's more dangerous: upward feedback or bad leadership?](https://www.kirstenpenaloza.com/big-boss-biscuits-blog/upward-feedback?ref=supporthuman.cx) [Tom Sweeny](https://www.linkedin.com/in/tom-sweeny-72510a/?ref=supporthuman.cx) introduced his [Support Measurement Stack](https://www.linkedin.com/pulse/do-you-have-right-data-tell-supports-story-tom-sweeny-mdaze/?ref=supporthuman.cx) — a three-layer framework for organizing support data into a chain of evidence that connects activity to outcomes to business value. ### Watch [Harald's Curious Corner](https://www.youtube.com/@HaraldsCuriousCorner?ref=supporthuman.cx) talked with [Clea Mahoney](https://www.linkedin.com/in/cleamahoney/?ref=supporthuman.cx), [Dan Braithwaite](https://www.linkedin.com/in/danjamesbraithwaite/?ref=supporthuman.cx), [Melissa Kruminas](https://www.linkedin.com/in/melissa-kruminas/?ref=supporthuman.cx), and [Kristine Kukich](https://www.linkedin.com/in/kristinekukich/?ref=supporthuman.cx) about [customer education metrics that actually impact revenue](https://www.youtube.com/watch?v=I39ghnpdTkw&ref=supporthuman.cx). ### Listen [Ben Foden](https://www.linkedin.com/in/?ref=supporthuman.cx)'s podcast [The CX Files rebranded this week to CX Heroes](https://www.linkedin.com/pulse/cx-files-has-new-name-heroes-ben-foden-qwcic/?ref=supporthuman.cx). New name, same great show. [Rebels of SaaS](https://dannahvaughan.com/?ref=supporthuman.cx) (hosted by Dannah Vaughan) wrapped up Season 3 with [Kate Neal](https://www.linkedin.com/in/katemneal/?ref=supporthuman.cx) talking about [how to AI-proof your Customer Success career](https://open.spotify.com/episode/2wsu3VicTC4Idju8P93HTI?ref=supporthuman.cx). ## Upcoming Events APR 7–10 3pm BST Community Week Online 2026 Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx). [Tickets →](https://www.ledby.community/events/community-week-online-2026?ref=supporthuman.cx) APR 8 10am ET AI Customer Success Summit Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.linkedin.com/events/aicustomersuccesssummit-april207420817360963407872/?ref=supporthuman.cx) APR 14 2pm BST AI Lovable Hackathon: Community Tools Edition Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx) and [Lovable](https://lovable.dev/?ref=supporthuman.cx). [Register →](https://www.ledby.community/events/ai-lovable-hackathon?ref=supporthuman.cx) APR 14 2:30pm CT in Austin, TX The Blueprint for Scaling AI Support: Live in Austin Hosted by [Intercom](https://www.intercom.com/?ref=supporthuman.cx). [Register →](https://luma.com/61b789eo?ref=supporthuman.cx) APR 15 DoubleTree by Hilton Hotel, San Jose, CA Chief Customer Officer Summit Silicon Valley Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Request invite →](https://events.customersuccesscollective.com/location/ccosiliconvalley/requestinvitation?ref=supporthuman.cx) APR 16 4pm BST Shaping Your Story Through Your CV Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx), feat. [Todd Nilson](https://www.linkedin.com/in/tnilson/?ref=supporthuman.cx). [Register →](https://www.ledby.community/events/shaping-your-story-through-your-cv?ref=supporthuman.cx) APR 16 5pm MT Phoenix CX Gathering [Pitch Scottsdale](https://pitchpizzeria.com/scottsdale-food?ref=supporthuman.cx), Scottsdale, AZ. Hosted by [Donna Drehmann](https://www.linkedin.com/in/donnadrehmann/?ref=supporthuman.cx) and [Vicki Brackett](https://www.linkedin.com/in/vickibrackett/?ref=supporthuman.cx), feat. [Nate Brown](https://www.linkedin.com/in/cxaccelerator/?ref=supporthuman.cx). APR 16 5:30pm PT Road to Summit Tour: Community IRL in LA Santa Monica Brew Works, Santa Monica, CA. Hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [Register →](https://events.cmxhub.com/events/details/cmx-los-angeles-presents-road-to-summit-tour-community-irl-in-la/?ref=supporthuman.cx) APR 21 5:30pm ET in New York City, NY Customer Success Meetup - New York Hosted by [Customer Success Meetup](https://community.customersuccessmeetup.com/?ref=supporthuman.cx). [Register →](https://community.customersuccessmeetup.com/public/events/cs-meetup-new-york-3br3y1racj?ref=supporthuman.cx) APR 23 3:30pm ET Is Your Contact Center Actually Delivering Value? Hosted by [Deepak Selvaratnam](https://www.linkedin.com/in/deepak-selvaratnam-b8182a11/?ref=supporthuman.cx), feat. [Lisa Diehl](https://www.linkedin.com/in/lisadiehl/?ref=supporthuman.cx), [Brian Jeppesen](https://www.linkedin.com/in/brian-jeppesen-2a41562/?ref=supporthuman.cx), [Matt Woody](https://www.linkedin.com/in/mattwoody/?ref=supporthuman.cx), and [Jason Mercer-Pottinger](https://www.linkedin.com/in/jason-mercer-pottinger/?ref=supporthuman.cx). [Register →](https://www.linkedin.com/events/isyourcontactcenteractuallydeli7440235037058502658/?ref=supporthuman.cx) APR 27–29 the Omni King Edward in Toronto, ON, CAN 2026 CX Leaders Advance Hosted by [CXPA](https://www.cxpaglobal.org/?ref=supporthuman.cx). [Register →](https://cxleadersadvance.events.cxpaglobal.org/?ref=supporthuman.cx) APR 29 4pm BST Community as a Catalyst for Growth Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx), feat. [Candace Grobler](https://www.linkedin.com/in/candid-cands/?ref=supporthuman.cx). [Register →](https://www.ledby.community/events/community-as-a-catalyst-for-growth?ref=supporthuman.cx) APR 30–MAY 1 Fox Theatre, Redwood City, CA CMX Summit 2026 Hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [Tickets →](https://events.cmxhub.com/events/details/cmx-cmx-hq-presents-cmx-summit-2026/?%5Fgl=11p9wbml%5Fgcl%5Fau%2AMjU0NjQxNzUuMTc3MDg1NzUyOQ&ref=supporthuman.cx) ![kill the imposter syndrome in your head because not only is there someone out there doing it worse than you, they're also using chat gpt to do it](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/kill_the_imposter.jpeg) 1. Hat tip to [Jake Finch](https://www.linkedin.com/in/jake-finch-a629a232/?ref=supporthuman.cx) for putting this on my radar. ### Moving house and cleaning house URL: https://supporthuman.cx/p/moving-house-and-cleaning-house/ Last updated: 2026-10-02T19:02:51.000Z ## News from Around Supportlandia I feel like I always pick the worst times to take a week off because a ton happens whenever I’m away. Rather than try to cover it all and miss good stuff, I’m just going to declare news bankruptcy and instead boost all the awesome content y’all made while I was out. ### Cleaning house I did want to note one bit of news that’s pertinent to our interests: [Support Driven’s](https://www.supportdriven.com/?ref=supporthuman.cx) Scott Tran announced this week that the community has [paused new member signups from its website](https://www.linkedin.com/feed/update/urn:li:activity:7440485727655780352?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7440485727655780352%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx). The reason: an influx of scam jobs, spam, and bad actors that the current open-door model wasn't equipped to handle. The community is building a deliberate application process to protect existing members and grow more intentionally going forward. I just want to send them some encouragement that this isn’t just happening to Support Driven. The state of the internet being what it is right now — flooded with AI bots and slop and other ill-conceived and ill-intentioned schemes — it makes sense that all of that would eventually find its way into our communities. It’s something that’s hitting the CX community as a whole hard (stay tuned for a feature on *that*, as boy do I have some things to say), and so my sympathy goes to them while they try to deal with a gnarly problem. They’re taking a good step by not shutting the door forever, but rather putting a doorbell on it, and I wish them the best. ## And Now for Some Good News Lots and lots of career successes this week — these are just the folks who gave me the okay to celebrate them. I know the market has been rough, but hang in there — I’m hoping this is signaling an upswing. - [Jesus Taboada Foen](https://www.linkedin.com/in/jfoen/?ref=supporthuman.cx) joined [HubSpot](https://hubspot.com/?ref=supporthuman.cx) as a Customer Support Specialist. - [Omar Islam](https://www.linkedin.com/in/omar-islam/?ref=supporthuman.cx) joined [Flock Safety](https://www.flocksafety.com/?ref=supporthuman.cx) as a Customer Experience Associate. - [María Alejandra Márquez Ramírez](https://www.linkedin.com/in/mar%C3%ADa-alejandra-m%C3%A1rquez-ram%C3%ADrez-738002117/?ref=supporthuman.cx) joined [Gainsight](https://www.gainsight.com/?ref=supporthuman.cx) as a Scaled Customer Success Manager. - [Tania Markosian](https://www.linkedin.com/in/taniamarkosian/?ref=supporthuman.cx) joined [Global Ledger](https://globalledger.io/?ref=supporthuman.cx) as the founding Customer Success Manager. - [Steve Responte](https://www.linkedin.com/in/steveresponte/?ref=supporthuman.cx) joined [Clarify](http://clarify.ai/?ref=supporthuman.cx) as the founding Customer Success Manager. - [Monica Rosales](https://www.linkedin.com/in/monicarosales1/?ref=supporthuman.cx) was promoted to Manager of Customer Success at [LettrLabs](http://www.lettrlabs.com/?ref=supporthuman.cx). - [Melissa MacAlister](https://www.linkedin.com/in/melissa-macalister/?ref=supporthuman.cx) was promoted to Vice President of Customer Success at [Gladly](https://www.gladly.ai/get-started/?ref=supporthuman.cx). ## Read, Watch, and Listen ### Read [Jackye Clayton](https://www.linkedin.com/in/jackyeclayton%5Famiright-wdiwf-peoplepuzzles-activity-7443308248667123712-O%5F3s/?ref=supporthuman.cx) launched [Who Do I Work For?](https://wdiwf.jackyeclayton.com/play?ref=supporthuman.cx), a free company research tool that is extremely relevant to anyone who has ever stared down a job listing wondering what they're actually getting into. If you're a Bad Job Bingo fan, this one's for you. [Rachel Provan](https://www.linkedin.com/in/rachelhprovan/?ref=supporthuman.cx) wrote about [why not everything customers want needs to be a feature request](https://www.linkedin.com/posts/rachelhprovan%5Fnot-everything-customers-want-needs-to-be-activity-7442934032096481280-K-dP?ref=supporthuman.cx). [Ben Werdmuller](https://www.linkedin.com/in/benwerd/?ref=supporthuman.cx) wrote about the [landmark social media addiction verdict against Meta and YouTube](https://www.linkedin.com/posts/benwerd%5Fmeta-and-youtube-found-negligent-in-landmark-activity-7442772206939463680-ZFMr?ref=supporthuman.cx) — [a jury found them negligent](https://www.theverge.com/policy/900654/meta-google-instagram-youtube-social-media-addiction-trial-kgm-jury-decision?ref=supporthuman.cx), which could have big implications for social media platforms going forward. I’d love to revisit this in a future issue when I have more time. [Daria Littlefield](https://www.linkedin.com/in/darialittlefield/?ref=supporthuman.cx) wrote about [what it really means to retain a customer](https://www.donotchurn.com/p/the-retention-wall-is-dead?ref=supporthuman.cx) — and why the old playbook is dead. [Fernando Duarte](https://www.linkedin.com/in/fernandoduarte/?ref=supporthuman.cx) wrote about [how the first thing AI changes in Support isn't headcount, but the job itself](https://1fernandoduarte.substack.com/p/support-skills-for-the-ai-era-part-part-1). [Sarah Betts](https://www.linkedin.com/in/sarah-betts-dunn?ref=supporthuman.cx) has been busy during her hiatus, but her recent piece [It Was the Org Chart All Along](https://buttondown.com/betts/archive/it-was-the-org-chart-all-along/?ref=supporthuman.cx) on EQ and power dynamics in companies is a particularly good one. [Alice Goguen Hunsberger](https://www.linkedin.com/in/alicehunsberger/?ref=supporthuman.cx) shared some great [resources for upskilling Trust & Safety and Fraud teams on AI](https://www.linkedin.com/feed/update/urn:li:activity:7440078745572495360?ref=supporthuman.cx). [James Baldwin](https://www.linkedin.com/in/baldwinjames/?ref=supporthuman.cx) wrote about [the skill that took him from leading a CS team to leading his company's AI strategy](https://www.linkedin.com/pulse/skill-took-me-from-leading-cs-ai-strategy-james-baldwin-f3abe/?trackingId=udTCfaNrR1mmtWb0AIE3tQ%3D%3D&ref=supporthuman.cx) (a trajectory I imagine many CX folks will be interested in). [Tom Sweeney](https://www.linkedin.com/in/tom-sweeny-72510a/?ref=supporthuman.cx) put together [a roadmap for CX leaders looking to reallocate resources toward high-leverage work](https://www.linkedin.com/pulse/from-risk-relevance-support-leaders-roadmap-tom-sweeny-hskte/?trackingId=JFO5JmKVQe6ubxS%2FT1qOCA%3D%3D&ref=supporthuman.cx) — framing AI as a liberator of time rather than a justification for cuts. [Ines van Dijk](https://www.linkedin.com/in/inesvandijk/?ref=supporthuman.cx) published [Part 6 of her burnout in CX series](https://supportresearchlab.substack.com/p/part-6-examples-from-the-real-world), this time with real-world examples. [Kristi Faltorusso](https://www.linkedin.com/in/kristiserrano/?ref=supporthuman.cx) wrote a [very relatable post about the imposter syndrome and pressure that comes with putting yourself out there as a creator](https://www.linkedin.com/posts/kristiserrano%5Fsome-weeks-i-question-all-of-it-the-posts-activity-7443670071329316864-kOHV?ref=supporthuman.cx). [Nico B. Boyce](https://www.linkedin.com/in/nicoboyce/?ref=supporthuman.cx) wrote wrote this fantastic and aptly titled piece: [You Did Not Get Hired (But It Is Not Your Fault)](https://nicoboyce.com/2026/03/15/you-did-not-get-hired/?ref=supporthuman.cx). [Ryan Coughlin](https://www.linkedin.com/in/coughlinr/?ref=supporthuman.cx) of [Savi Security](https://www.savisecurity.com/?ref=supporthuman.cx) launched [Scamwise](https://scamwise.com/?ref=supporthuman.cx), a free tool for determining whether something is a scam. Everyone should have this bookmarked. Everyone should use it, and huge kudos to Ryan for making it possible. Hat tip to [Dominic Sandoval](https://www.linkedin.com/in/dominicsandoval1024/?ref=supporthuman.cx) for sharing this [LinkedIn Translator](https://translate.kagi.com/?from=en&to=linkedin&text=I+killed+a+man+and+feel+no+remorse%0A&ref=supporthuman.cx) — put in anything, get back corporate speak. It's deeply stupid and you'll use it immediately. ### Watch [Marginal Support](https://www.youtube.com/@MarginalSupport?ref=supporthuman.cx) sat down with [Stefano Virgili](https://www.linkedin.com/in/?ref=supporthuman.cx) to talk about [what counts as Good Lazy](https://www.youtube.com/watch?v=SOJIpXdcTlQ&ref=supporthuman.cx). [Support Stack](https://www.youtube.com/@support-stack?ref=supporthuman.cx) talked to [Thomas Hils](https://www.linkedin.com/in/thomashils/?ref=supporthuman.cx) about [how he's using Claude + Intercom to build a QA system that actually works](https://www.youtube.com/watch?v=OnjU-M%5FJUUA&ref=supporthuman.cx) — without buying yet another tool. [The CX Files](https://www.youtube.com/@helpfeel-en?ref=supporthuman.cx) talked to [Michelle Wideman](https://www.linkedin.com/in/michelle-wideman-66a763/?ref=supporthuman.cx) about [turning CS teams that feel like an afterthought into functions that earn company-wide recognition](https://youtu.be/ezvvMA27q-A?ref=supporthuman.cx). ### Listen [Customer Support Leaders](https://www.customersupportleaders.com/podcast?ref=supporthuman.cx) talked to [Ryan Klausner](https://www.linkedin.com/in/ryanklausner/?ref=supporthuman.cx) about [what Support becomes when it's no longer defined by tickets](https://www.customersupportleaders.com/podcast/294-what-support-does-when-ai-takes-the-tickets?ref=supporthuman.cx) — a question the whole field is grappling with right now. The podcast also dug into what [Fearless CX looks like inside an organization with Nate Brown](https://www.customersupportleaders.com/podcast/295-fearless-cx-with-nate-brown?ref=supporthuman.cx). [More Than a Brand](https://more-than-a-brand.captivate.fm/?ref=supporthuman.cx) broke down [what it actually means to have a customer retention strategy](https://more-than-a-brand.captivate.fm/episode/what-is-a-customer-retention-strategy?ref=supporthuman.cx). [CX Passport](https://www.cxpassport.com/?ref=supporthuman.cx) talked to [Lisa Guzman](https://www.linkedin.com/in/lisa-guzman-bb81b653/?ref=supporthuman.cx) about [building CX in remote startup environments and leading without micromanaging](https://www.cxpassport.com/1736603/episodes/18854512-the-one-with-cx-gold-from-startup-hay-lisa-guzman-e254?ref=supporthuman.cx). [Punk CX](https://pod.co/punk-cx/?ref=supporthuman.cx) talked to [Help Scout](https://www.helpscout.com/?ref=supporthuman.cx) co-founder [Nick Francis](https://www.linkedin.com/in/nickfrancis1/?ref=supporthuman.cx) about [the enduring and evolving craft of customer support](https://www.adrianswinscoe.com/2026/03/the-enduring-and-evolving-craft-of-customer-support-interview-with-nick-francis/?ref=supporthuman.cx). [Customer Career Success Coach](https://www.carlyagar.com/blog?ref=supporthuman.cx) covered [why mass applying to CS jobs is a terrible idea](https://www.carlyagar.com/blog/mass-applying-to-cs-jobs-is-seriously-a-horrible-idea?ref=supporthuman.cx). ## Upcoming Events APR 1 1pm ET CMX Masterclass: What K-Pop Gets Right About Community (That Most Companies Still Don’t) Hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx), feat. [Joshua Zerkel](https://www.linkedin.com/in/joshuazerkel/?ref=supporthuman.cx). [Register →](https://events.cmxhub.com/events/details/cmx-cmx-hq-presents-cmx-masterclass-what-k-pop-gets-right-about-community-that-most-companies-still-dont/?ref=supporthuman.cx) APR 1–2 DoubleTree by Hilton Hotel, Denver, CO Customer Success Summit Denver Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/denver/register?ref=supporthuman.cx) APR 7–10 3pm BST Community Week Online 2026 Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx). [Tickets →](https://www.ledby.community/events/community-week-online-2026?ref=supporthuman.cx) APR 8 10am ET AI Customer Success Summit Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.linkedin.com/events/aicustomersuccesssummit-april207420817360963407872/?ref=supporthuman.cx) APR 14 2pm BST AI Lovable Hackathon: Community Tools Edition Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx) and [Lovable](https://lovable.dev/?ref=supporthuman.cx). [Register →](https://www.ledby.community/events/ai-lovable-hackathon?ref=supporthuman.cx) APR 14 2:30pm CT in Austin, TX The Blueprint for Scaling AI Support: Live in Austin Hosted by [Intercom](https://www.intercom.com/?ref=supporthuman.cx). [Register →](https://luma.com/61b789eo?ref=supporthuman.cx) APR 15 DoubleTree by Hilton Hotel, San Jose, CA Chief Customer Officer Summit Silicon Valley Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Request invite →](https://events.customersuccesscollective.com/location/ccosiliconvalley/requestinvitation?ref=supporthuman.cx) APR 16 4pm BST Shaping Your Story Through Your CV Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx), feat. [Todd Nilson](https://www.linkedin.com/in/tnilson/?ref=supporthuman.cx). [Register →](https://www.ledby.community/events/shaping-your-story-through-your-cv?ref=supporthuman.cx) APR 16 5pm MT Phoenix CX Gathering [Pitch Scottsdale](https://pitchpizzeria.com/scottsdale-food?ref=supporthuman.cx), Scottsdale, AZ. Hosted by [Donna Drehmann](https://www.linkedin.com/in/donnadrehmann/?ref=supporthuman.cx) and [Vicki Brackett](https://www.linkedin.com/in/vickibrackett/?ref=supporthuman.cx), feat. [Nate Brown](https://www.linkedin.com/in/cxaccelerator/?ref=supporthuman.cx). APR 16 5:30pm PT Road to Summit Tour: Community IRL in LA Santa Monica Brew Works, Santa Monica, CA. Hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [Register →](https://events.cmxhub.com/events/details/cmx-los-angeles-presents-road-to-summit-tour-community-irl-in-la/?ref=supporthuman.cx) APR 21 5:30pm ET in New York City, NY Customer Success Meetup - New York Hosted by [Customer Success Meetup](https://community.customersuccessmeetup.com/?ref=supporthuman.cx). [Register →](https://community.customersuccessmeetup.com/public/events/cs-meetup-new-york-3br3y1racj?ref=supporthuman.cx) APR 23 3:30pm ET Is Your Contact Center Actually Delivering Value? Hosted by [Deepak Selvaratnam](https://www.linkedin.com/in/deepak-selvaratnam-b8182a11/?ref=supporthuman.cx), feat. [Lisa Diehl](https://www.linkedin.com/in/lisadiehl/?ref=supporthuman.cx), [Brian Jeppesen](https://www.linkedin.com/in/brian-jeppesen-2a41562/?ref=supporthuman.cx), [Matt Woody](https://www.linkedin.com/in/mattwoody/?ref=supporthuman.cx), and [Jason Mercer-Pottinger](https://www.linkedin.com/in/jason-mercer-pottinger/?ref=supporthuman.cx). [Register →](https://www.linkedin.com/events/isyourcontactcenteractuallydeli7440235037058502658/?ref=supporthuman.cx) APR 29 4pm BST Community as a Catalyst for Growth Hosted by [Led by Community](https://www.ledby.community/?ref=supporthuman.cx), feat. [Candace Grobler](https://www.linkedin.com/in/candid-cands/?ref=supporthuman.cx). [Register →](https://www.ledby.community/events/community-as-a-catalyst-for-growth?ref=supporthuman.cx) APR 30–MAY 1 Fox Theatre, Redwood City, CA CMX Summit 2026 Hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [Tickets →](https://events.cmxhub.com/events/details/cmx-cmx-hq-presents-cmx-summit-2026/?%5Fgl=11p9wbml%5Fgcl%5Fau%2AMjU0NjQxNzUuMTc3MDg1NzUyOQ&ref=supporthuman.cx) ![notbecauseofvictories Jan 19, 2024: A customer contacted our team with questions, and then finished their email with: "I am daunted by the complexities and unknowns." I haven't been able to stop thinking about it since.](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/39814898-EBC5-4939-9C81-4CB271F87172_1_201_a.jpeg) ### Taking the weekend off URL: https://supporthuman.cx/p/taking-the-weekend-off/ Last updated: 2026-08-08T02:21:51.000Z ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_2906.gif) Hey friends! Good stuff (but exhausting stuff) is happening this weekend, so I need to put off this week’s Roundup to next week. Because the good stuff is likely to take the whole weekend, let’s just assume there will be no Bad Job Bingo on Monday either. I love both, so I promise there will be no long hiatus this time. Just need the weekend. 🦾 Have a good one, and I’ll see you next Friday. ### Director, Customer Operations URL: https://supporthuman.cx/jobs/director-customer-operations/ Last updated: 2026-08-07T22:06:41.000Z ## [Scribd, Inc.](https://www.scribdinc.com/careers?ref=supporthuman.cx) | $112,000 - $220,000 **Steph's Notes:** Scribd's Careers page is just okay. It has some info, but I'm not overwhelmed with knowledge about their culture or operations, which is ironic considering they're a self-proclaimed knowledge company. There's also this bit: > *Scribd Flex* > Choose the workstyle and location that enable you to perform at your best. Built on trust and outcomes, with intentional moments for in-person connection." Which I put together with this in the job description: > *Are you currently based in a location where Scribd, Inc. can employ you?*Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance" Does this mean the role is in person? Hybrid? Remote? All three? What? There's no reason to leave candidates guessing about this! I know it sounds nuts, but you can just say what the expectation is! I promise no one will die and the sun won't explode! > *This posting reflects an approved, open position within the organization.* Okay, well now I think it's a ghost job, because why else would you feel the need to say this? Maybe I'm just too suspicious. That's also always an option. To continue with Bad Job Bingo, please choose the most likely scenario: 1. Job is suspicious 2. Steph is a cynical bitch > *We're looking for a leader who views AI not just as a tool for efficiency, but as a fundamental shift in how we engage with our community - someone who will lead the transition from traditional support to an AI-first operation that scales our reach while deepening human connection with our audiences.* I mean, at least they're upfront about this? But uh...good luck with that. > *Serve as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance reporting.* Do they mean for the Customer Ops function, or the company as a whole? Again, not sure why they aren't getting specific with these requirements. > *Advocate for C-Ops across the organization, securing resources, tooling, and organizational support.* Oooooooooof. Good luck with that. > *Own the Customer Operations technology ecosystem, including Zendesk, Forethought, Help Center, and future tooling investments.* Ahhh, okay, at least that gives some insight into the AI-first thing. > *Lead the evolution from traditional support infrastructure to an AI-augmented operation that scales our capacity while deepening customer relationships.* LOL, there it is again. I'd be asking some serious questions about exactly what they mean by this, because it sounds more like unrealistic expectations to me. What is being AI-first enabling the Customer Ops team to do? Is there a community program, or do they want one? What are the avenues for deepening customer relationships if customers are talking to AI for most of their interactions with Support? Have they thought this through, or is this just something the AI put into this JD and they liked the sound of it? > *Champion a "support-first" approach to product development. Partner with Product and Engineering to embed self-service capabilities and intuitive design into our products from the ground up, reducing friction before customers need to reach out.* Again, shit like this is almost always a red flag. It's transparency for sure, just not in the way companies think it is: Scribd is being transparent about not being a customer-first organization in which every team contributes to customer happiness. It's saying the rest of the company doesn't want to deal with customers, and you're constantly going to be nagging them for the smallest scraps to improve the customer experience. > *Build measurement frameworks that go beyond traditional support metrics (CSAT, FRT) to track what matters: AI deflection effectiveness, cost-per-resolution, impact on customer lifetime value, and leading indicators of churn risk.* Woof. At least we know what they think really matters! > *Benefits at Scribd, Inc.* > Scribd Flex (flexible work model) Okay, first (and you know this song!), this is not a benefit! and second, WHAT DOES THIS MEAN > *Enterprise access to leading AI tools* Debating whether this should be a new Bingo entry, because what are they expecting here? Any experienced professional knows better than to use work resources for personal projects. So why would this be a benefit? Honestly, despite my misgivings, the right person going in with their eyes open would probably kill in this role, as long as Scribd was honest about the challenges. I think this is a pretty solid **Tread Carefully**. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Director, Customer Operations](https://jobs.ashbyhq.com/ScribdInc/0b89ec2c-611b-44cd-9486-3f54e8082749?ref=supporthuman.cx) Scribd, Inc. is on a mission to advance human understanding. Our four products — Scribd®, Slideshare®, Everand™, and Fable — help billions of people across the globe move beyond access and into insight, application, and expertise. ### **Culture at Scribd, Inc.** We support a culture where our employees can be real and be bold; where we debate and commit as we embrace plot twists; and where every employee is empowered to take action as we prioritize the customer. We believe the best work happens when individual flexibility is balanced with meaningful community connection. Scribd Flex empowers employees to choose the workstyle and location that support their best performance, while committing to intentional in-person moments that strengthen collaboration and culture. Occasional in-person attendance is required for all Scribd, Inc. employees, regardless of location. So what are we looking for in new team members? At Scribd, Inc., we hire for “GRIT.” Traditionally defined as the intersection of passion and perseverance toward long-term goals, GRIT reflects the mindset we expect from every employee. For us, it also serves as a practical framework for how we work: setting and achieving Goals, delivering Results within your role, contributing Innovative ideas and solutions, and strengthening the broader Team through collaboration and attitude. This posting reflects an approved, open position within the organization. ### **Overview:** We're seeking an experienced Director of Customer Operations to lead both the strategic vision and day-to-day execution of this critical function. The right candidate translates company objectives into measurable operational outcomes while building and developing high-performing teams. We're looking for a leader who views AI not just as a tool for efficiency, but as a fundamental shift in how we engage with our community - someone who will lead the transition from traditional support to an AI-first operation that scales our reach while deepening human connection with our audiences. ### **Responsibilities:** **Strategy, Vision & Business Leadership** - Define and own the long-term vision and strategy for Customer Operations (or C-Ops), aligned with company priorities, outlined H1 department initiatives and growth objectives. - Translate company goals into clear annual and quarterly operating plans, success metrics, and priorities for C-Ops. - Serve as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance reporting. - Advocate for C-Ops across the organization, securing resources, tooling, and organizational support. - Monitor industry trends, emerging technologies, and AI advancements to continuously evolve the C-Ops operating model. **Operational Ownership: BPO, Quality & Scalability** - Own BPO strategy and performance, including overall responsibility for the BPO relationship, onboarding, training, QA frameworks, and KPI accountability. - Ensure consistent, high-quality customer experiences across all touchpoints. - Drive operational efficiency, cost-to-serve optimization, and scalable processes while maintaining quality and compliance standards. - Establish clear accountability models and continuous improvement mechanisms across partners and teams. **Technology, AI & Support Architecture** - Own the Customer Operations technology ecosystem, including Zendesk, Forethought, Help Center, and future tooling investments. - Lead the evolution from traditional support infrastructure to an AI-augmented operation that scales our capacity while deepening customer relationships. - Drive AI-powered operational excellence: leverage technology for agent augmentation, real-time quality monitoring, intelligent routing, and predictive issue detection. Shift the team from reactive ticket management to proactive experience optimization: identifying and resolving customer pain points before they escalate. - Champion a "support-first" approach to product development. Partner with Product and Engineering to embed self-service capabilities and intuitive design into our products from the ground up, reducing friction before customers need to reach out. **Data, Analytics & Voice of the Customer** - Own the C-Ops data strategy, establishing KPIs, dashboards, and reporting that drives strategic decisions across the organization. - Serve as the organization's voice of the customer. Synthesize insights from support interactions, app store reviews, social listening, and user feedback into actionable intelligence that shapes product roadmaps, marketing messaging, and business priorities. - Oversee mission-critical compliance programs including CAP/DMCA takedowns, working closely with Legal and Trust & Safety teams to maintain rigorous standards while exploring opportunities for AI-enabled efficiency and scale. - Build measurement frameworks that go beyond traditional support metrics (CSAT, FRT) to track what matters: AI deflection effectiveness, cost-per-resolution, impact on customer lifetime value, and leading indicators of churn risk. **Team Leadership & Organizational Health** - Lead and develop senior managers and leaders across the C-Ops organization, holding them accountable for outcomes and growth. - Build a strong leadership bench through hiring, onboarding, coaching, and career development. - Foster a culture of ownership, innovation and high performance in a team in a distributed environment. - Establish effective operating rhythms, meeting cadences, and planning processes that enable focus and execution. ### **Qualifications:** - 10+ years of experience in customer operations, support or customer experience, with at least 5 years leading managers. Experience in high-growth subscription or content platforms is a major plus. - Strong track record of building high-performing, distributed support teams. - A builder mindset with deep understanding of modern support technology and proven ability to champion AI integration - from automation and intelligent routing to quality monitoring - as part of a cohesive operational strategy. - Proven ability to lead an organization through a significant technological transition (e.g., migrating to an AI-first model) while maintaining high team morale and performance. - Proven experience partnering with Product and Engineering teams to influence the core product roadmap based on operational data. - Understanding of DMCA compliance and copyright protection frameworks, with a vision for how AI can automate and improve these mission-critical workflows. At Scribd, Inc., your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location. San Francisco is our highest geographic market in the United States. In the state of California, the reasonably expected salary range is between $136,000 \[minimum salary in our lowest geographic market within California\] to $220,000 \[maximum salary in our highest geographic market within California\]. In the United States, outside of California, the reasonably expected salary range is between $112,000 \[minimum salary in our lowest US geographic market outside of California\] to $209,000 \[maximum salary in our highest US geographic market outside of California\]. In Canada, the reasonably expected salary range is between $142,500 CAD\[minimum salary in our lowest geographic market\] to $181,500 CAD\[maximum salary in our highest geographic market\]. We carefully consider a wide range of factors when determining compensation, including but not limited to experience; job-related skill sets; relevant education or training; and other business and organizational needs. The salary range listed is for the level at which this job has been scoped. In the event that you are considered for a different level, a higher or lower pay range would apply. This position is also eligible for a competitive equity ownership, and a comprehensive and generous benefits package. ### **Working at Scribd, Inc.** **Are you currently based in a location where Scribd, Inc. can employ you?** Employees must have their **primary residence in or near** one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance: **United States:** Atlanta | Austin | Boston | Dallas | Denver | Chicago | Houston | Jacksonville | Los Angeles | Miami | New York City | Phoenix | Portland | Sacramento | Salt Lake City | San Diego | San Francisco | Seattle | Washington D.C. **Canada:** Ottawa | Toronto | Vancouver **Mexico:** Mexico City **Benefits at Scribd, Inc.** - Scribd Flex (flexible work model) - Comprehensive health, dental, and vision coverage - Mental health support and disability coverage - Generous paid time off, including vacation, sick time, holidays, winter break, volunteer time, and sabbaticals - Paid parental leave and family support benefits - Retirement matching and employee equity - Learning and development programs and professional growth opportunities - Wellness and home office stipends - Complimentary access to the Scribd, Inc. suite of products - Enterprise access to leading AI tools **Get to Know Scribd, Inc.** [**About Scribd, Inc.**](https://www.scribdinc.com/about?ref=supporthuman.cx) [**Life at Scribd, Inc.**](https://bit.ly/ScribdonLinkedin?ref=supporthuman.cx) *We want our interview process to be accessible to everyone. You can inform us of any reasonable adjustments we can make to better accommodate your needs by emailing accommodations@scribd.com about the need for adjustments at any point in the interview process.* *Scribd, Inc. is committed to equal employment opportunity regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage people of all backgrounds to apply, and believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful.* [Apply for this job →](https://jobs.ashbyhq.com/ScribdInc/0b89ec2c-611b-44cd-9486-3f54e8082749/application?ref=supporthuman.cx) ### Community Manager URL: https://supporthuman.cx/jobs/community-manager-2/ Last updated: 2026-08-07T22:06:43.000Z ## [Wiz](https://www.wiz.io/careers?ref=supporthuman.cx) | $108,000 - $149,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** See Wiz's [Director, Critical Accounts Support](https://supporthuman.cx/director-critical-accounts-support/) role for my opinion on its empty wiz-bang approach to a company pitch. > *You’ll collaborate across product, customer success, field and marketing to make sure the community isn’t just active, it’s valuable. You’ll also help show how community engagement drives satisfaction, adoption, and long term growth.* In another company's hands, I'd find the fact they called this out good, or at least fine. In Wiz's hands, that this is an argument that still needs to be had despite an already existing community makes me hella nervous. It sounds like this community manager would constantly be fighting a battle across the company that leadership should have already won. > *Proven ability to work in a fast-paced environment and come up with creative solutions to challenging problems.* In the context of what should be a fairly chill tech community role, this is a red flag, especially undefined as it is. Having said that, the other role duties and requirements seem fine, and the pay is actually pretty good for a community role (which are often undercompensated for the important role they play). I'm going to say **Tread Carefully** for this one, balancing a mostly normal JD with my concerns about company culture. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Community Manager](https://www.wiz.io/careers/job/4625830006/community-manager?gh%5Fjid=4625830006&ref=supporthuman.cx) ### Remote - USA | Field Marketing Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the [fastest-growing startup ever,](https://www.wiz.io/blog/100m-arr-in-18-months-wiz-becomes-the-fastest-growing-software-company-ever?ref=supporthuman.cx) Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven [track record of success](https://www.g2.com/products/wiz-wiz/reviews?ref=supporthuman.cx) and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. **SUMMARY** Our customers are at the center of Wiz's mission. And our community is where they learn from each other, grow with Wiz, share product feedback, and find new ways to solve problems faster. We’re building a space where users can connect, share best practices, discover new use cases, and influence the future of the platform. As our Community Manager, you’ll design programs that help customers succeed with Wiz by giving them a place to find answers quickly, discover fresh resources, and build deeper connections with their peers. You’ll create pathways that tie directly into the customer onboarding journey, help users adopt new features, and highlight the ideas that come straight from the community. Your work will help customers feel connected, supported, and motivated to return. You’ll collaborate across product, customer success, field and marketing to make sure the community isn’t just active, it’s valuable. You’ll also help show how community engagement drives satisfaction, adoption, and long term growth. To thrive in this role, you should be equal parts strategist and doer, someone who can zoom out to see the big picture and zoom in to welcome a new member or curate new community-driven content. **WHAT YOU’LL DO** - **Help customers succeed and grow with Wiz**: Create programs that help users adopt features faster, troubleshoot with peers, explore new use cases, discover the latest resources, and learn from other customers who are one step ahead. - **Foster connection and belonging:** Build dedicated spaces for specific roles, regions, or industries so a large global community feels more personal. Actively recruit new members, spotlight engaged members, help members build their personal brand, and create programs that help customers learn from each other. - **Encourage feedback that shapes the product**: Build clear loops for customers to share product ideas, highlight where they’re getting stuck, and see how their input drives future direction. Partner closely with product teams to bring real time customer insights into their workflow. - **Scale self service and peer support**: Grow a healthy network of moderators and members who help answer questions across time zones. Recognize and celebrate top contributors to deepen engagement and loyalty. - **Track, measure, optimize**: Use data to understand what drives adoption, satisfaction, and engagement. Share insights that help the business see the value of community. **WHAT YOU’LL BRING** - 3+ years building customer and community-related programs, with strong familiarity with Slack and other community platforms - 5-8+ years experience working in tech, ideally in SaaS or cybersecurity - Comfort with technical content and product roadmaps — enough to speak confidently with users and connect dots internally - A track record of building scalable engagement programs that deliver real value to customers and internal teams - Proven ability to work in a fast-paced environment and come up with creative solutions to challenging problems. - Strong communication skills and a welcoming presence — you know how to connect with users and make them feel seen - Experience working cross-functionally, especially with product, engineering and customer success **Benefits** Wiz offers a competitive package of benefits and programs to support you and your family. Below provides a description of our current benefits for employees in the US. Specific benefits may vary by location. **Health & Welfare Benefits** - Medical, dental and vision insurance - Home Office Setup reimbursement - Flexible Spending Accounts - Monthly Connectivity reimbursement - Employee Assistance Program (EAP) **Financial Benefits** - Short- and Long-term Disability Insurance - Life & Accident Insurance - 401(k) Retirement Savings Plan (with employer match) **Time Off** - Flexible paid time off + 11 paid holidays - Paid leave programs, including parental, pregnancy health, medical and bereavement leave **Compensation** Starting compensation will be determined based on various factors, including but not limited to, the candidate's job-related experience, skills and geographic location. Your Talent Partner can share more about the specific salary range during the hiring process. This role is eligible to participate in Wiz’s equity plan and may also include incentive compensation. The annual base salary range for this full-time position is listed below. US Base Pay Range$108,000—$149,000 USD *Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.* Wiz is 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. By submitting your application, you acknowledge that Wiz will process your personal data in accordance with [Wiz's Privacy Policy.](https://www.wiz.io/legal/privacy?ref=supporthuman.cx) ### Director, Critical Accounts Support URL: https://supporthuman.cx/jobs/director-critical-accounts-support/ Last updated: 2026-08-07T22:06:44.000Z ## [Wiz](https://www.wiz.io/careers?ref=supporthuman.cx) | $204,000 - $280,500 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Wiz's Careers page is pretty basic and lists snacks, meals, and company swag as benefits. Alas. > *As the fastest-growing startup ever* I can't find any real evidence for this claim, other than Wiz just says so. > *Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. \[...\] Come join our team and help us create secure cloud environments that allow the best companies to move faster.* That Wiz is starting a job description with so much bluff and bluster and so little substance really annoys me. > *Your primary goal is to stabilize these critical relationships by solving immediate technical debt and streamlining how these customers interact with Wiz.* > *Own the resolution of critical issues by establishing strong relationships with internal technical teams, including the CTO, Engineering, and Product departments, and driving the path to success.* Either something is in the water all of these companies are drinking, or they're all using AI to write these JDs. Are they just not reading what's been written at all? For fuck's sake. Unless this role \*also\* has authority over the CTO, Engineering, and Product, how exactly are they supposed to own the resolution of critical issues? They'll just be responsible for outcomes, even though they have no authority over the teams actually doing the work. It's just setting whoever's in this role up for failure. Either this is intentional, which means this role is a scapegoat for every organizational problem, or it's not, which means Wiz has no idea what this role should really be doing and let AI decide for them. Neither is excusable. I sentence this role to **BINGO**, with prejudice. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Director, Critical Accounts Support](https://www.wiz.io/careers/job/4647728006/director-critical-accounts-support?gh%5Fjid=4647728006&ref=supporthuman.cx) Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the [fastest-growing startup ever,](https://www.wiz.io/blog/100m-arr-in-18-months-wiz-becomes-the-fastest-growing-software-company-ever?ref=supporthuman.cx) Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven [track record of success](https://www.g2.com/products/wiz-wiz/reviews?ref=supporthuman.cx) and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. ### **Summary** We are seeking a Director, Critical Accounts Support to lead a specialized high-touch engagement program for our most complex customers. This is a unique "builder" role that requires a blend of deep technical expertise and strategic leadership. Initially, you will operate as a hands-on technical expert, embedding yourself in accounts with high ticket volumes and chronic technical hurdles to resolve cases directly. Your primary goal is to stabilize these critical relationships by solving immediate technical debt and streamlining how these customers interact with Wiz. As you establish the playbook for stabilizing these accounts, you will hire and build a team to scale this function. You will provide regular program status updates to Wiz executive leadership while partnering directly with customer executives and practitioners to ensure long-term success. Partnering directly with both customer executives and practitioners will be key to ensuring long-term customer success. You will also be responsible for providing regular program status updates to Wiz executive leadership. ### **What You’ll Do** **Technical Execution & Account Stabilization** - Act as a hands-on technical lead for assigned critical accounts; investigate, debug, and resolve complex technical support cases and escalations. - Analyze accounts suffering from "ticket fatigue" to identify root causes (product education, configuration drift, or bugs) and implement systematic fixes. - Work with customer teams to refine their internal workflows, enabling them to resolve routine requests internally before escalating to Wiz. - Serve as the primary technical owner during critical incidents, driving them to resolution with urgency. - Own the resolution of critical issues by establishing strong relationships with internal technical teams, including the CTO, Engineering, and Product departments, and driving the path to success. **Program Leadership** - Recruit, hire, and mentor a team of specialized Support Engineers to expand the capacity and reach of the Critical Accounts program. - Regularly present program health, success metrics, and account status updates to the Wiz executive team. - Partner with customer executives (CISOs, VPs of Engineering) to provide technical assurance and demonstrate progress on chronic issues. - Aggregate data from high-volume accounts to provide clear, actionable feedback to Product and Engineering teams, influencing the roadmap to reduce support burden. - Act as a key member of the wider Customer Success Extended Leadership team, contributing positively to our mission and transformation. ### **What You’ll Bring** **Experience** - **10+ years** of industry experience, with strong proficiency in Technical Support - **7+ years** of people management experience, with a history of hiring and developing technical teams. - **Turnaround Expertise:** Proven ability to step into "at-risk" or high-volume accounts and drive technical stability and customer satisfaction. - **Operational Agility:** Experience balancing deep technical work with high-level program management and reporting. **Technical Expertise** - **Cloud Proficiency:** Advanced knowledge of major cloud providers (AWS, Azure, GCP) and their associated security models. - **Hands-on Skills:** Experience reading and debugging code (Python, Go, Java, Shell) and using command-line tools. - **Infrastructure:** Solid understanding of Kubernetes, containerization, and modern infrastructure-as-code environments. ### **Nice to Have** - Previous experience building a "Red Account" or specialized escalation team from scratch. - Experience with AI, ML, API-based integrations, and/or automations to solve support scalability issues. - Familiarity with cloud security frameworks, vulnerability management, and cloud architecture. **Benefits** Wiz offers a competitive package of benefits and programs to support you and your family. Below provides a description of our current benefits for employees in the US. Specific benefits may vary by location. **Health & Welfare Benefits** - Medical, dental and vision insurance - Home Office Setup reimbursement - Flexible Spending Accounts - Monthly Connectivity reimbursement - Employee Assistance Program (EAP) **Financial Benefits** - Short- and Long-term Disability Insurance - Life & Accident Insurance - 401(k) Retirement Savings Plan (with employer match) **Time Off** - Flexible paid time off + 11 paid holidays - Paid leave programs, including parental, pregnancy health, medical and bereavement leave **Compensation** Starting compensation will be determined based on various factors, including but not limited to, the candidate's job-related experience, skills and geographic location. Your Talent Partner can share more about the specific salary range during the hiring process. This role is eligible to participate in Wiz’s equity plan and may also include incentive compensation. The annual base salary range for this full-time position is listed below. US Base Pay Range$204,000—$280,500 USD *Applicants must have the legal right to work in the country where the position is based, without the need for visa sponsorship. This role does not offer visa sponsorship.* Wiz is 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. By submitting your application, you acknowledge that Wiz will process your personal data in accordance with [Wiz's Privacy Policy.](https://www.wiz.io/legal/privacy?ref=supporthuman.cx) ### Director of Product Support (Healthcare Technology) URL: https://supporthuman.cx/jobs/director-of-product-support-healthcare-technology/ Last updated: 2026-08-07T22:06:45.000Z ## [DispatchHealth](https://careers.dispatchhealth.com/?ref=supporthuman.cx) | $164,000 - $179,400 **Steph's Notes:** DispatchHealth seems like a neat company, but its website is pretty wonky, which doesn't inspire confidence. Their Careers page is very basic and without any real info as to culture, benefits, etc., and the apply button directs candidates to a totally separate tool to apply (similar in function to Workday, my condolences). > *Lead response efforts for P0/P1 incidents with calm judgment and structured execution* > *Conduct post-incident reviews, including root cause analysis and blameless postmortems, and drive corrective actions* I don't know what it is with healthcare companies trying to offload key Engineering tasks onto Support functions today, but again, this is not a Support responsibility. > *Root causes and product quality indicators* > *Ensure transparency and alignment across leadership, Product, and Engineering teams* > *Cross-Functional Collaboration & Product Quality* > *Partner closely with Product, Engineering, Clinical Operations, and Customer Success teams* > *Proactively identify systemic issues and product quality gaps* > *Translate support insights into actionable product and operational improvements* > *Advocate for customer needs while balancing engineering and operational constraints* 1) Not only are almost none of these the responsibility of Support, but 2) are they trying to win a contest for how many ways you can say the same thing? If so, they're winning. The job description contains some obvious typos and omits standard information, such as the role's location and benefits. Overall, I don't think the company presents itself well, and I have concerns about what this role is expected to do. I don't think we've quite hit Seriously, Maybe Don't, but it's definitely a **BINGO**. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Director of Product Support (Healthcare Technology)](https://careers.dispatchhealth.com/virtual-usa/director-of-product-support-healthcare-technology-remote/C1E98CC0BB6A405FBA2FDCACCCF69CDB/job/?ref=supporthuman.cx) The Director of Product Support leads and scales a 24x7 healthcare technology support organization responsible for supporting mission-critical systems used in patient care. This role requires exceptional judgment, operational rigor, and the ability to balance urgency, regulatory compliance, and customer trust in a highly regulated healthcare environment. The Director leads a team of support specialist and serves as a key bridge between customers, Product, Engineering, Security, Compliance, and Clinical Operations. This position directly impacts patient outcomes, system reliability, and customer confidence through world-class incident management, support operations, and continuous improvement. This position requires availability of off-hours escalation support. **ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)** **Leadership & Team Management** - Lead, coach, and scale a 24x7 product support organization (approximately 6–14 team members, with growth potential) - Establish clear roles, on-call rotations, escalation paths, and performance expectations - Foster a culture of accountability, empathy, urgency, and excellence aligned with healthcare customer needs - Hire, develop, and retain high-performing support leaders and specialists - Assess and define staffing models and support strategies aligned with SLAs, customer expectations, and budget **Healthcare & Compliance Excellence** - Ensure all support operations comply with HIPAA, PHI handling requirements, and security standards - Partner with Security, Compliance, and Legal teams on incident response, audits, and regulatory readiness - Establish standards for incident severity, response times, and communications aligned with patient care impact **Incident Management & Operational Rigor** - Own incident triage, escalation, and resolution processes for customer issues and product defects - Lead response efforts for P0/P1 incidents with calm judgment and structured execution - Define, track, and continuously improve SLAs, OLAs, and customer communication protocols - Conduct post-incident reviews, including root cause analysis and blameless postmortems, and drive corrective actions **Process, Tooling & Transparency** - Design and implement scalable support workflows, runbooks, and escalation playbooks - Build and maintain dashboards and metrics related to: - Ticket volume and trends - Severity levels and response times - Customer and patient impact - Root causes and product quality indicators - Ensure transparency and alignment across leadership, Product, and Engineering teams - Lead all customer and stakeholder communications related to service disruptions and product incidents - Cross-Functional Collaboration & Product Quality - Partner closely with Product, Engineering, Clinical Operations, and Customer Success teams - Proactively identify systemic issues and product quality gaps - Translate support insights into actionable product and operational improvements - Advocate for customer needs while balancing engineering and operational constraints **NON-ESSENTIAL DUTIES AND RESPONSIBILITIES** Additional duties as assigned **QUALIFICATIONS** **EDUCATION AND EXPERIENCE** - Bachelor’s degree desired; advanced degree preferred - 10+ years of experience in product support, technical support, or customer operations - 5+ years of experience leading managers and/or senior individual contributors - Experience supporting healthcare, life sciences, or other regulated SaaS platforms - Proven experience leading 24x7 and on-call support organizations **SKILLS/ABILITIES** - Strong working knowledge of HIPAA, PHI handling, and healthcare compliance requirements - Exceptional judgment under pressure with strong incident command and decision-making skills - Ability to build operational processes, dashboards, and metrics from the ground up - Excellent written and verbal communication skills, including executive-level and customer-facing communications - Strong cross-functional leadership and collaboration skills - Experience with ITIL, incident management frameworks, or SRE-style practices preferred - Ability to be available off-hours for escalation support is required **PREFERRED QUALIFICATIONS** - Experience supporting mission-critical or patient-facing systems - Background in healthcare delivery, care coordination, digital health, or EMR-adjacent platforms - Experience scaling support organizations in high-growth environments **PHYSICAL DEMANDS** While performing the duties of this job, team members are regularly required to sit, stand, walk, reach with hands and arms, and to talk and hear. Team members may be occasionally required to climb or balance, stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. **WORK ENVIRONMENT** This position is considered remote with possible travel to practice locations in other states or our headquarters location in Denver, CO. The expected salary range for this position is $164,000 - $179,4000. The above describes the general content and requirements for the performance of this position. It is not intended to be an all-inclusive statement of the duties, responsibilities, and requirements of the position. **Position Type:** : Full Time **Work Place Type:** : Remote **Category:** : Technology [Apply for this job →](https://dispatchhealth.workgr8.com/jobs/305/director-of-product-support-healthcare-technology-remote?mode=apply&iis=DispatchHealth.com&iisn=DispatchHealth.com&ref=supporthuman.cx) ### Something's in the water (or the AI) URL: https://supporthuman.cx/p/somethings-in-the-water-or-the-ai/ Last updated: 2026-10-02T17:59:30.000Z Yes, I know it’s the 17th. But I’m too tired to change all those links on the jobs. Forgive me for that and the lateness! ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Senior Manager, Personalized Support (Technical Account Management)](https://www.jobs.supporthuman.cx/senior-manager-personalized-support-technical-account-management/?ref=supporthuman.cx) Twilio · $142k-$208k · Remote, US-Excl. CA, CT, NJ, NY, PA, WA Twilio has devoted a lot of resources to its Careers page and it shows. Twilio's mission is lofty yet focused and grounded, and its values are well-conceived. Their senior leadership team is gender-balanced, and their CFO and CPO are both female-presenting. So far so good! > See yourself at Twilio I always appreciate it when companies phrase their pitches to candidates in inviting ways, rather than with negative, aggressive language like "see if you have what it takes!" It's a small thing that ends up being a big indicator of company culture. > The Sr. Manager will lead the Personalized Support teams composed of Managers of Technical Account Managers and Tech Leads. You will be a key member of the Personalized Support leadership team and will build bridges with the other functional teams across Twilio. Love that they specify that you'll be managing managers and leads. I do wish they were clear about how many people you'd be overseeing, as that's an important number for leadership effectiveness and sustainability, but you can ask about it when interviewing. > Create a culture that attracts and retains outstanding talent and partners with functional leadership to meet/exceed all operational targets. Also a good sign that they specifically call out retaining talent. > 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! I have to say, this is a great job to kick off this BJB batch. I'm really enjoying all these green flags. > Able to work in a dynamic, ever changing environment with a strong bias toward action. You were doing so well, Twilio! Given that your team clearly knows how to craft a job listing, I would expect you to be able to define what this means in the context of this team. I know you can do better than this! I think the above flag is a minor one in the greater context of the role, and the pay is excellent, so I'm pretty comfortable putting this in **Green Means Go**. **Note:** Twilio explicitly states that this role can't be hired in CA, CT, NJ, NY, PA, or WA. Twilio is also hiring for several other Support and adjacent roles around the world, so worth taking a look at their [Jobs page](https://jobs.twilio.com/careers?ref=supporthuman.cx). ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Head of Global Support](https://www.jobs.supporthuman.cx/head-of-global-support-2/?ref=supporthuman.cx) Ashby · $200k-$250k · Remote, US Brace yourself for an in-depth analysis of Ashby's Careers and Culture materials; I wouldn't normally do this, but considering it's hiring software, it feels appropriate. There's an odd, rant-like bit on Ashby's careers page about how software products are built. It's not that I disagree with it; it's more that it feels off-topic for a Careers page and thus makes the Careers page seem amateurish and haphazard, which is not a great sign considering Ashby is largely hiring software. It's just weird for a company that should know what it's doing with a Careers page. Ashby's Culture page is very informative, but it's laid out like a blog, so the posts include dates. This is mostly fine, but it does give the impression that the Culture page hasn't been updated in a while. Again, this is just a polish thing, but given that Ashby is hiring software, it comes across as odd. Another polish thing that makes me pause: There's a note at the top of Ashby's [Operating Principles](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles?ref=supporthuman.cx) stating that they consider it to be a "v1 document." But this was published in February 2023, so why is a 3-year-old document still on version 1? You should always review any materials a company gives you, and it's always a green flag when companies include extra material about their culture, how they operate, etc. I think you should make up your own mind about Ashby's Operating Principles, but FWIW, I think these are really just Values in different clothing, and I find their explanations of the principles muddled in places. It also feels like Ashby positions its culture and principles in opposition to what other software companies are doing, rather than letting its practices stand on their own merits. To me, this is a minor flag I'd keep an eye on during interviews. Also, a lot of Ashby's materials are written by its CEO and co-founder, so he's obviously pretty opinionated. This is not necessarily a bad thing! It could mean that he has a good bead on what he wants his company to be, or that the leadership culture is prone to micromanaging. It could mean both. This is where asking specific questions about culture and taking note of who you have access to during the interview process is paramount. Looking at Ashby's leadership team, it unfortunately hits these BJB squares: *All the women on the leadership team are from Support, Marketing, or Admin*, and *all the women on the leadership team are white.* Aside from that, though, the company seems to be very diverse across teams, so that's a plus. Finally, here's a big green flag: Ashby lists pay for all positions on the Jobs page (so you don't have to click into the listing to see it), and it does this even for non-US roles. That is a HUGE plus in Ashby's favor, in my opinion. Okay, on to the job description! > Hi I’m Kelsey 👋 *– VP of CS at Ashby. One of my favorite Ashby principles is Implementing Continuous Improvement; it guides how we continually raise the bar on the customer experience. I’m thrilled to be hiring a Head of Global Support to lead our global team and take our world-class support to the next level.* — I love that they include this note right at the top of the page. The "About this role" section is exceptional -- it includes details on the structure of the team this role will lead, how many direct reports they'll have, and a solid overview of what the role will need to accomplish. It's also very complimentary of the existing team. Love it. The role requirements are thorough and well-articulated. The "You could be a great fit if" section is mostly good, although I'm not the biggest fan of this bullet, because I don't think it's defined properly: 🧠 *You are high ceiling. We’re prioritizing high trajectory, principled thinkers over folks who are resting on ‘seen it, done it’.* The "This role may not be a great fit if" section is also excellent and clearly written by someone who understands support well and knows what they're looking for in a candidate. I love that the interview process is clearly laid out, though it makes me curious about the broader structure of the Support function at Ashby: they mention a VP of CS, a Head of Support, *and* a Head of CS. Again, this isn't a negative; this is just professional curiosity on my part about how they delineate these roles from each other. The Benefits section is oddly organized, placing "You’ll get the time to do things the right way" at the top of the list and health insurance info at the very bottom, which, again, I just think is a weird polish thing to miss if you're hiring software. All in all, I think the role itself seems great and is expertly targeted to the candidates they're looking for. However, if I were applying for this role, I'd have questions about broader company culture, so I think **Eh, It's Probably Fine** is the best fit. **Note:** There's a deadline to apply to this role of **March 23, 2026 at 12:00 PM ET**. Also, Ashby is hiring for many Support and Success positions worldwide, so be sure to check out their [Jobs page](https://www.ashbyhq.com/careers?ref=supporthuman.cx)! ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Director, Customer Operations](https://www.jobs.supporthuman.cx/director-customer-operations/?ref=supporthuman.cx) Scribd, Inc. · $112k-$220k · Unknown US, CAN, MEX: Phoenix, AZ; Los Angeles, Sacramento, San Diego, San Francisco, CA; Denver, CO; Jacksonville, Miami, FL; Atlanta, GA; Boston, MA; Chicago, IL; NYC, NY; Portland, OR; Austin, Dallas, Houston, TX; Salt Lake City, UT; Seattle, WA; Washington D.C.; Vancouver, Ottawa, Toronto; Mexico City Scribd's Careers page is just okay. It has some info, but I'm not overwhelmed with knowledge about their culture or operations, which is ironic considering they're a self-proclaimed knowledge company. There's also this bit: > Scribd Flex — Choose the workstyle and location that enable you to perform at your best. Built on trust and outcomes, with intentional moments for in-person connection. Which I put together with this in the job description: > Are you currently based in a location where Scribd, Inc. can employ you? — Employees must have their primary residence in or near one of the following cities. This includes surrounding metro areas or locations within a typical commuting distance Does this mean the role is in person? Hybrid? Remote? All three? What? There's no reason to leave candidates guessing about this! I know it sounds nuts, but you can just say what the expectation is! I promise no one will die and the sun won't explode! > This posting reflects an approved, open position within the organization. Okay, well now I think it's a ghost job, because why else would you feel the need to say this? Maybe I'm just too suspicious. That's also always an option. **To continue Bad Job Bingo, please choose the most likely scenario:** Thank you, back to Scribd’s game! > We're looking for a leader who views AI not just as a tool for efficiency, but as a fundamental shift in how we engage with our community - someone who will lead the transition from traditional support to an AI-first operation that scales our reach while deepening human connection with our audiences. I mean, at least they're upfront about this? But uh...good luck with that. > Serve as a strategic partner to executive leadership, shaping reviews, operating rhythms, and performance reporting. Do they mean for the Customer Ops function, or the company as a whole? Again, not sure why they aren't getting specific with these requirements. > Advocate for C-Ops across the organization, securing resources, tooling, and organizational support. Oooooooooof. Good luck with that. > Own the Customer Operations technology ecosystem, including Zendesk, Forethought, Help Center, and future tooling investments. Ahhh, okay, at least that gives some insight into the AI-first thing. > Lead the evolution from traditional support infrastructure to an AI-augmented operation that scales our capacity while deepening customer relationships. LOL, there it is again. I'd be asking some serious questions about exactly what they mean by this, because it sounds more like unrealistic expectations to me. What is being AI-first enabling the Customer Ops team to do? Is there a community program, or do they want one? What are the avenues for deepening customer relationships if customers are talking to AI for most of their interactions with Support? Have they thought this through, or is this just something the AI put into this JD and they liked the sound of it? > Champion a "support-first" approach to product development. Partner with Product and Engineering to embed self-service capabilities and intuitive design into our products from the ground up, reducing friction before customers need to reach out. Again, shit like this is almost always a red flag. It's transparency for sure, just not in the way companies think it is: Scribd is being transparent about not being a customer-first organization in which every team contributes to customer happiness. It's saying the rest of the company doesn't want to deal with customers, and you're constantly going to be nagging them for the smallest scraps to improve the customer experience. > Build measurement frameworks that go beyond traditional support metrics (CSAT, FRT) to track what matters: AI deflection effectiveness, cost-per-resolution, impact on customer lifetime value, and leading indicators of churn risk. Woof. At least we know what they think really matters! > Benefits at Scribd, Inc.: Scribd Flex (flexible work model) Okay, first (and you know this song!), this is not a benefit! and second, WHAT DOES THIS MEAN > Enterprise access to leading AI tools Debating whether this should be a new Bingo entry, because what are they expecting here? Any experienced professional knows better than to use work resources for personal projects. So why would this be a benefit? Honestly, despite my misgivings, the right person going in with their eyes open would probably kill in this role, as long as Scribd was honest about the challenges. I think this is a pretty solid **Tread Carefully**. #### [Community Manager](https://www.jobs.supporthuman.cx/community-manager-2/?ref=supporthuman.cx) Wiz · $108k-$149k · Remote, US See Wiz's [Director, Critical Accounts Support](https://www.jobs.supporthuman.cx/director-critical-accounts-support/?ref=supporthuman.cx) role for my opinion on its empty wiz-bang approach to a company pitch. > You’ll collaborate across product, customer success, field and marketing to make sure the community isn’t just active, it’s valuable. You’ll also help show how community engagement drives satisfaction, adoption, and long term growth. In another company's hands, I'd find the fact they called this out good, or at least fine. In Wiz's hands, that this is an argument that still needs to be had despite an already existing community makes me hella nervous. It sounds like this community manager would constantly be fighting a battle across the company that leadership should have already won. > Proven ability to work in a fast-paced environment and come up with creative solutions to challenging problems. In the context of what should be a fairly chill tech community role, this is a red flag, especially undefined as it is. Having said that, the other role duties and requirements seem fine, and the pay is actually pretty good for a community role (which are often undercompensated for the important role they play). I'm going to say Tread Carefully for this one, balancing a mostly normal JD with my concerns about company culture. ## **BINGO** *Welp.* #### [Director, Critical Accounts Support](https://www.jobs.supporthuman.cx/director-critical-accounts-support/?ref=supporthuman.cx) Wiz · $204k-$281k · Remote, US Wiz's Careers page is pretty basic and lists snacks, meals, and company swag as benefits. Alas. > As the fastest-growing startup ever I can't find any real evidence for this claim, other than Wiz just says so. > Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. \[...\] Come join our team and help us create secure cloud environments that allow the best companies to move faster. That Wiz is starting a job description with so much bluff and bluster and so little substance really annoys me. > Your primary goal is to stabilize these critical relationships by solving immediate technical debt and streamlining how these customers interact with Wiz. \[…\] Own the resolution of critical issues by establishing strong relationships with internal technical teams, including the CTO, Engineering, and Product departments, and driving the path to success. Either something is in the water all of these companies are drinking, or they're all using AI to write these JDs. Are they just not reading what's been written at all? For fuck's sake. Unless this role *also* has authority over the CTO, Engineering, and Product, how exactly are they supposed to own the resolution of critical issues? They'll just be responsible for outcomes, while having no authority over the teams actually doing the work. It's just setting whoever's in this role up for failure. Either this is intentional, which means this role is a scapegoat for every organizational problem, or it's not, which means Wiz has no idea what this role should really be doing and let AI decide for them. Neither is excusable. I sentence this role to BINGO, with prejudice. #### [Director of Customer Operations (Data Center)](https://www.jobs.supporthuman.cx/director-of-customer-operations-data-center/?ref=supporthuman.cx) Riot Platforms · $185k-$210k · Onsite, US-Denver, CO Hmm, I have a feeling that going from the Twilio job to this one will be a big leap. Or maybe more like a sharp drop. There is no real Careers page, and the About page is about as bare-bones as it gets. What info we do get about the company is not flattering; for example, Riot Platform's leadership team is entirely male. Welp. > At Riot, we’re building the future of digital infrastructure. Our team members have unparalleled opportunities to work on groundbreaking initiatives. Through technical excellence and strategic execution, Riot has positioned itself as a leader in the industry driving advancements that continue to set new benchmarks in digital infrastructure. We are trailblazers. Problem solvers. People who thrive in fast-paced environments, communicate clearly, and bring relentless focus to efficiency and execution. They put this under "What We're Looking For," but it doesn't actually answer that question. Also, way to put the least amount of effort into pitching your company to candidates! The "About the Role" section includes things that should be in the "What You'll Do" section, which only adds to the impression that this was put together very haphazardly. I'm fully expecting an Attention to Detail requirement. > Execution oversight: Track deliverables, milestones, and service commitments. Hold internal teams accountable for meeting commitments. Maintain compliance dashboards and audit-ready documentation. Is this role also going to be overseeing those internal teams? Because otherwise I'm not sure how it can be expected to hold those teams accountable. > Cross-functional collaboration: Partner with Operations, Legal, Customer Success, and Engineering to resolve compliance challenges and maintain accountability. Yeah, good luck with that. > Proved track record of building and sustaining customer relationships. Attention to detail is coming any minute now. > Ability to read, interpret, and explain complex contracts and technical SLAs. ABILITY TO READ???? I'm dying. > Excellent organizational skills, attention to detail, and ability to manage multiple priorities. WHAT DID I TELL YOU > Proven ability to drive accountability and maintain professional relationships under pressure. This deserves a WOOF *and* a YIKES. The fact that the pay is genuinely competitive is the only thing saving this job from **Seriously, Maybe Don't.** BINGO it is! **Note:** I can't seem to link directly to the application, and the formatting for this JD was extremely irritating to deal with. This doesn't really have any impact on the job itself; I just needed to complain about it. #### [Director of Product Support (Healthcare Technology)](https://www.jobs.supporthuman.cx/director-of-product-support-healthcare-technology/?ref=supporthuman.cx) DispatchHealth · $164k-$179k · Remote, US DispatchHealth seems like a neat company, but its website is pretty wonky, which doesn't inspire confidence. Their Careers page is very basic and without any real info as to culture, benefits, etc., and the apply button directs candidates to a totally separate tool to apply (similar in function to Workday, my condolences). > Lead response efforts for P0/P1 incidents with calm judgment and structured execution. Conduct post-incident reviews, including root cause analysis and blameless postmortems, and drive corrective actions I don't know what it is with healthcare companies trying to offload key Engineering tasks onto Support functions today, but again, this is not a Support responsibility. > Root causes and product quality indicators. Ensure transparency and alignment across leadership, Product, and Engineering teams. Cross-Functional Collaboration & Product Quality. Partner closely with Product, Engineering, Clinical Operations, and Customer Success teams. Proactively identify systemic issues and product quality gaps. Translate support insights into actionable product and operational improvements. Advocate for customer needs while balancing engineering and operational constraints 1) Not only are almost none of these the responsibility of Support, but 2) are they trying to win a contest for how many ways you can say the same thing? If so, they're winning. The job description has some obvious typos and omits standard info, like the role's location and benefits. Overall, I don't think the company presents itself well, and I have concerns about what this role is expected to do. I don't think we've quite hit Seriously, Maybe Don't, but it's definitely a **BINGO**. #### [Customer Loyalty Advocate](https://www.jobs.supporthuman.cx/customer-loyalty-advocate/?ref=supporthuman.cx) Henry Schein One · $60k-$64k · Remote, US Medical and dental companies have historically fared poorly in Bad Job Bingo, so I'm very interested to see how this one turns out. > We are the Global Leader in dental management, analytics, communication, and marketing software Is there, like, an official title of "Global Leader" that this company has somehow earned? If not, why are they randomly capitalizing that? > When TECHNOLOGY connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients. Why are you yelling at me about technology? All of this came from a small section on the Careers page, which is to say there *is* no real Careers page to speak of. The fact that this role is titled Customer Loyalty Advocate but is handling "customers seeking to reduce, terminate, or change their HSOne account products or subscriptions" already feels like a red flag. Is this one of those SiriusXM situations in which you have to go through all nine circles of Hell in order to cancel your subscription? > Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key. I'm glad we're setting expectations about this job listing early. > Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from I hope both this role and Henry Schein One's customers have fireproof clothing. > Proactively engage clients that are delinquent on payments Much attention. So detail. > Must have: *Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience. Typically, a bachelor’s degree or global equivalent in related discipline* — Typically or actually? Also, how much do you want to bet that the pay for this role does not reflect that bachelor's degree or equivalent experience requirement? > Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages I mean, of course. They need to be able to navigate the inferno. > The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. We win! I think Henry Schein One owes us $1,000,000 dollars for subjecting us to this nonsense. > A great place to work with fantastic people. Damn it, now you've done it. To Glassdoor, away! "Bad" (1 star) "Worst Place That I've Ever Worked" (2 stars) "Work here if you love bullies" (1 star) "Rough Around the Edges" (3 stars) "Politically driven culture with shifting roles, pressure tactics, and poor respect for boundaries" (1 star) "weird" (3 stars) "Formerly great company undone by poor leadership and internal politics" (1 star) So, yeah...I think we've got a BINGO on our hands. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Director, Customer Support](https://www.jobs.supporthuman.cx/director-customer-support-4/?ref=supporthuman.cx) Henry Schein One · $145k-$172k · Remote, US See this company's Customer Loyalty Advocate role for another BINGO. My hopes are not high for this one either. The "What you will do" section is a formatting mess. Also, this job description desperately needs proofreading; this bullet being a great example: > Direct Data Conversions support migrations, validation, and cutover ownership. > Balance customer satisfaction with operational stability and long-term platform health. Woooooof. 1) This is the responsibility of company leadership, not Support, and 2) fix your product, my dudes. > Identify and mitigate risks related to recurring issues, technical debt, and system scalability. This is not Support's responsibility! Furthermore, while we can certainly identify risks, we have no levers to mitigate them! FIX YOUR FUCKING PRODUCT. > Identify top contact drivers and drive long‑term solutions with Product/Engineering. Support cannot fix your organization. This has "massive and ongoing failures of leadership" written all over it. > Implement improvements that reduce escalation volume and increase product stability. FIX. YOUR. FUCKING. PRODUCT. > Expert-level understanding of AI for service management, implementation workflow, multi-tenant SaaS architecture, APIs, complex system integrations. I don't know what this company is looking for, but it's definitely not a Director of Support. > Ability to professionally handle and resolve stressful situations will be required That much is clear. > Professional appearance and presentation required. *Excellent negotiating skills and ability to effectively manage internal and external relationships. Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics* — This company is un-fucking-believable. I think it goes without saying, but this job is a **Seriously, Maybe Don't.** Genuinely one of the worst I've seen in a while. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/1B953706-C82F-4D6F-9E5A-4ABB510D2BD5_1_102.jpeg) ### Director of Customer Operations (Data Center) URL: https://supporthuman.cx/jobs/director-of-customer-operations-data-center/ Last updated: 2026-08-07T22:06:47.000Z ## [Riot Platforms](https://www.riotplatforms.com/careers/?ref=supporthuman.cx) | $185,000 - $210,000 **Steph's Notes:** Hmm, I have a feeling that going from the Twilio job to this one will be a big leap. Or maybe more like a sharp drop. There is no real Careers page, and the About page is about as bare-bones as it gets. What info we do get about the company is not flattering; for example, Riot Platform's leadership team is entirely male. Welp. > *At Riot, we’re building the future of digital infrastructure. Our team members have unparalleled opportunities to work on groundbreaking initiatives. Through technical excellence and strategic execution, Riot has positioned itself as a leader in the industry driving advancements that continue to set new benchmarks in digital infrastructure. We are trailblazers. Problem solvers. People who thrive in fast-paced environments, communicate clearly, and bring relentless focus to efficiency and execution.* They put this under "What We're Looking For," but it doesn't actually answer that question. Also, way to put the least amount of effort into pitching your company to candidates! The "About the Role" section includes things that should be in the "What You'll Do" section, which only adds to the impression that this was put together very haphazardly. I'm fully expecting an Attention to Detail requirement. > *Execution oversight: Track deliverables, milestones, and service commitments. Hold internal teams accountable for meeting commitments. Maintain compliance dashboards and audit-ready documentation.* Is this role also going to be overseeing those internal teams? Because otherwise I'm not sure how it can be expected to hold those teams accountable. > *Cross-functional collaboration: Partner with Operations, Legal, Customer Success, and Engineering to resolve compliance challenges and maintain accountability.* Yeah, good luck with that. > *Proved track record of building and sustaining customer relationships.* Attention to detail is coming any minute now. > *Ability to read, interpret, and explain complex contracts and technical SLAs.* ABILITY TO READ???? I'm dying. > *Excellent organizational skills, attention to detail, and ability to manage multiple priorities.* WHAT DID I TELL YOU > *Proven ability to drive accountability and maintain professional relationships under pressure.* This deserves a WOOF *and* a YIKES. The fact that the pay is genuinely competitive is the only thing saving this job from **Seriously, Maybe Don't.** BINGO it is! **Note:** I can't seem to link directly to the application, and the formatting for this JD was extremely irritating to deal with. This doesn't really have any impact on the job itself; I just needed to complain about it. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Director of Customer Operations (Data Center)](https://ats.rippling.com/riot-platforms-careers/jobs/f294c5f0-23c8-40ac-bf82-7a34ae4bf136?ref=supporthuman.cx) **About Riot Platforms** Riot’s (NASDAQ: RIOT) vision is to be the world’s most trusted platform for powering and building digital infrastructure. Riot’s mission is to empower the future of digital infrastructure by positively impacting the sectors, networks, and communities that we touch. We believe that the combination of an innovative spirit and strong community partnership allows the Company to achieve best-in-class execution and create successful outcomes. Riot is a Bitcoin-driven industry leader in the development of large-scale data centers and bitcoin mining applications. The Company’s vertically integrated strategy spans Bitcoin mining, engineering, and the development of large-scale data center projects designed to support the growing demand for high-density computing. Riot currently operates Bitcoin mining facilities in central Texas and Kentucky, with engineering and fabrication capabilities in Denver and Houston. The Company is now expanding into data center development, strengthening its position as a foundational builder in the digital economy. **What We're Looking For** At Riot, we’re building the future of digital infrastructure. Our team members have unparalleled opportunities to work on groundbreaking initiatives. Through technical excellence and strategic execution, Riot has positioned itself as a leader in the industry driving advancements that continue to set new benchmarks in digital infrastructure. We are trailblazers. Problem solvers. People who thrive in fast-paced environments, communicate clearly, and bring relentless focus to efficiency and execution. **About the Role** The **Director of Customer Operations (Data Center)** *is the enterprise owner of customer contract compliance, SLA governance, and delivery accountability across all mission-critical data center operations*. This role serves as the critical liaison between customer expectations and internal execution, ensuring that all contractual obligations—including availability targets, maintenance windows, service levels, and operational standards—are met with precision and rigor. Technical account management & customer advocacy: Lead Quarterly Business Reviews (QBRs) with customers to review SLA performance, compliance status, incident trends, and operational metrics. Serve as primary escalation point and trusted advisor for customer concerns; proactively identify at-risk accounts and partner with Sales and Operations to resolve issues, communicate corrective actions, and drive customer satisfaction and retention. This role is based at our Denver office and does require 25-30% travel. Relocation assistance is available. **What You’ll Do** - Contract compliance & governance: Interpret and maintain centralized contract/SLA repository. Establish enterprise compliance standards. Monitor adherence to contractual terms and escalate non-compliance. - Customer engagement & QBRs: Lead Quarterly Business Reviews (QBRs) with customers to review SLA performance, compliance status, and incident trends. Serve as executive escalation point for customer concerns and partner with Sales to resolve issues and strengthen relationships. - Execution oversight: Track deliverables, milestones, and service commitments. Hold internal teams accountable for meeting commitments. Maintain compliance dashboards and audit-ready documentation. - Risk identification & resolution: Proactively identify compliance gaps and risks. Implement corrective actions and participate in root cause analysis. - Cross-functional collaboration: Partner with Operations, Legal, Customer Success, and Engineering to resolve compliance challenges and maintain accountability. - Reporting & communication: Provide regular compliance reports to leadership and customers. Maintain comprehensive documentation and track key metrics (SLA attainment, incident response times, corrective action closure). - Multi-site scaling: Standardize compliance frameworks and SLA measurement across all sites. Ensure new sites are trained on contractual obligations before going live. **What You’ll Bring** - Bachelor’s degree in business administration, Operations Management, or related field; or equivalent experience. - 7+ years with SLAs, compliance frameworks, and contract management. - 7+ years in customer operations, service delivery, or project delivery in a complex, multi-stakeholder environment. - Proved track record of building and sustaining customer relationships. - Ability to read, interpret, and explain complex contracts and technical SLAs. - Excellent organizational skills, attention to detail, and ability to manage multiple priorities. - Proven ability to drive accountability and maintain professional relationships under pressure. - Strong problem-solving, communication, and stakeholder management skills. **Preferred** - **Experience in technology, engineering, or mission-critical data center operations**. - Familiarity with hyperscale or multi-site service delivery models. - Project Management certification (PMP, CAPM) or equivalent. - Experience with audit frameworks (SOC 2, ISO 27001, HITRUST). - Knowledge of critical infrastructure systems (UPS, generators, cooling, liquid cooling). - Experience with CMMS, ticketing systems, and operational dashboards **Compensation and Benefits** - Competitive Salary: Base salary range $185,000 - $210,000 (commensurate with experience) + bonus + sign-on equity grant. - Long-Term Growth: Eligible to participate in Riot’s equity incentive programs and share in the success you help build. - 401(k) with Immediate Vesting: Generous company match up to 5%. - Comprehensive Health Coverage: Multiple medical plan options that include 100% employer-paid premiums. - Wellness & Lifestyle Perks: Enjoy free gym memberships, pet insurance, childcare discounts, and more to support your life both in and out of work. Riot is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. [Apply for this job →](https://ats.rippling.com/riot-platforms-careers/jobs/f294c5f0-23c8-40ac-bf82-7a34ae4bf136?ref=supporthuman.cx) ### Head of Global Support URL: https://supporthuman.cx/jobs/head-of-global-support-2/ Last updated: 2026-08-07T22:06:48.000Z ## [Ashby](https://www.ashbyhq.com/careers?ref=supporthuman.cx) | $200,000 - $250,000 **Steph's Notes:** Brace yourself for an in-depth analysis of Ashby's Careers and Culture materials; I wouldn't normally do this, but considering it's hiring software, it feels appropriate. There's an odd, rant-like bit on Ashby's careers page about how software products are built. It's not that I disagree with it; it's more that it feels off-topic for a Careers page and thus makes the Careers page seem amateurish and haphazard, which is not a great sign considering Ashby is largely hiring software. It's just weird for a company that should know what it's doing with a Careers page. Ashby's Culture page is very informative, but it's laid out like a blog, so the posts include dates. This is mostly fine, but it does give the impression that the Culture page hasn't been updated in a while. Again, this is just a polish thing, but given that Ashby is hiring software, it comes across as odd. Another polish thing that makes me pause: There's a note at the top of Ashby's [Operating Principles](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles?ref=supporthuman.cx) stating that they consider it to be a "v1 document." But this was published in February 2023, so why is a 3-year-old document still on version 1? You should always review any materials a company gives you, and it's always a green flag when companies include extra material about their culture, how they operate, etc. I think you should make up your own mind about Ashby's Operating Principles, but FWIW, I think these are really just Values in different clothing, and I find their explanations of the principles muddled in places. It also feels like Ashby positions its culture and principles in opposition to what other software companies are doing, rather than letting its practices stand on their own merits. To me, this is a minor flag I'd keep an eye on during interviews. Also, a lot of Ashby's materials are written by its CEO and co-founder, so he's obviously pretty opinionated. This is not necessarily a bad thing! It could mean that he has a good bead on what he wants his company to be, or that the leadership culture is prone to micromanaging. It could mean both. This is where asking specific questions about culture and taking note of who you have access to during the interview process is paramount. Looking at Ashby's leadership team, it unfortunately hits these BJB squares: \*All the women on the leadership team are from Support, Marketing, or Admin\*, and \*all the women on the leadership team are white.\* Aside from that, though, the company seems to be very diverse across teams, so that's a plus. Finally, here's a big green flag: Ashby lists pay for all positions on the Jobs page (so you don't have to click into the listing to see it), and it does this even for non-US roles. That is a HUGE plus in Ashby's favor, in my opinion. Okay, on to the job description! > *Hi I’m Kelsey 👋 – VP of CS at Ashby. One of my favorite Ashby principles is Implementing Continuous Improvement; it guides how we continually raise the bar on the customer experience. I’m thrilled to be hiring a Head of Global Support to lead our global team and take our world-class support to the next level.* I love that they include this note right at the top of the page. The "About this role" section is exceptional -- it includes details on the structure of the team this role will lead, how many direct reports they'll have, and a solid overview of what the role will need to accomplish. It's also very complimentary of the existing team. Love it. The role requirements are thorough and well-articulated. The "You could be a great fit if" section is mostly good, although I'm not the biggest fan of this bullet, because I don't think it's defined properly: > *🧠 You are high ceiling. We’re prioritizing high trajectory, principled thinkers over folks who are resting on ‘seen it, done it’.* The "This role may not be a great fit if" section is also excellent and clearly written by someone who understands support well and knows what they're looking for in a candidate. I love that the interview process is clearly laid out, though it makes me curious about the broader structure of the Support function at Ashby: they mention a VP of CS, a Head of Support, \*and\* a Head of CS. Again, this isn't a negative; this is just professional curiosity on my part about how they delineate these roles from each other. The Benefits section is oddly organized, placing "You’ll get the time to do things the right way" at the top of the list and health insurance info at the very bottom, which, again, I just think is a weird polish thing to miss if you're hiring software. All in all, I think the role itself seems great and is expertly targeted to the candidates they're looking for. However, if I were applying for this role, I'd have questions about broader company culture, so I think **Eh, It's Probably Fine** is the best fit. **Note:** There's a deadline to apply to this role of **March 23, 2026 at 10:00 AM MDT**. Also, Ashby is hiring for many Support and Success positions worldwide, so be sure to check out their [Jobs page](https://www.ashbyhq.com/careers?ref=supporthuman.cx)! [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Head of Global Support](https://www.ashbyhq.com/careers?ashby%5Fjid=a4110b0d-9af7-4724-9fd7-fb3615db5954&ref=supporthuman.cx) *Hi I’m*[ *Kelsey*](https://www.linkedin.com/in/kelseypetersonnh/?ref=supporthuman.cx) *👋 – VP of CS at Ashby. One of my favorite Ashby principles is* [*Implementing Continuous Improvement*](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles?ref=supporthuman.cx#8---implement-continuous-improvement)*; it guides how we continually raise the bar on the customer experience. I’m thrilled to be hiring a Head of Global Support to lead our global team and take our world-class support to the next level.* Our product and growth are exceptional. Ashby’s All-in-One solution is powerful, easy to use, and often replaces 4-5 disparate solutions (ATS, scheduling, analytics, sourcing and CRM). We have several thousand customers, including notable organizations like Shopify and Snowflake. Our growth and retention metrics are best-in-class among our peers: we’re growing >100% year over year, with very low churn and healthy expansion. **About this role:** As our Head of Global Support, you’ll lead an exceptional team of (2) Heads of, (2 soon to be 5) Managers, and (\~50) highly technical individual contributors dedicated to delivering remarkable support across every customer segment – from early-stage startups to strategic enterprise organizations. Over the next year, you’ll nearly double this team. You’ll define how Ashby scales Support as our customer base and product suite grow, partnering closely with Product, Engineering, and Customer Success leadership. Our industry-leading G2 rating reflects our unrelenting high bar: “users rave about Ashby’s top-notch support, noting quick responses and a thoughtful, user-focused approach.” You’ll build on that foundation: driving continuous improvement, advancing automation, and evolving our 24/7 support model. **Role requirements:** - **Customer-Centric Platform Experience:** You lead an exceptional global support function for a complex suite of B2B SaaS products, delivering a measurable best-in-class experience. - **Leadership:** You have a proven track record of successfully leading and scaling high-performing SaaS Customer Support Teams (we raised our Series D last year and are poised for continued growth). - **Strategic & Operational:** You demonstrate a strong command of support operations, including SLAs, schedule optimization, and queue management. You’re experienced in designing efficient support models (ideally including 24/7 coverage, escalation workflows, and specialization). You know how to move resolution up-funnel. - **Cross-functional Partnership:** You collaborate effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align support insights with roadmap and customer outcomes. - **Data-Driven, Innovative, and Operational:** You leverage data and technology to improve efficiency and quality; comfortable using metrics (CSAT, response times, self-service rates) to inform decisions. You view metrics as a window into the customer experience, not just operational goals, and translate insights into actions that elevate their experience. You proactively address thematic customer issues and improve Support processes to enhance both the efficiency and efficacy of the Support Team. - **Training and Development:** You are excited to further our training programs with the goal of empowering our team with the skills and knowledge required to excel in the Support function. **You could be a great fit if:** - 🧠 You are high ceiling. We’re prioritizing high trajectory, principled thinkers over folks who are resting on ‘seen it, done it’. - 📣 You communicate with clarity. You ask precise questions and can distill complex concepts into simple themes. - 🎧 You are a great listener. You see your role as 1) advocate for the Support Team as well as 2) voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to move our work forward. - 📈 You are a strategic problem solver. You thrive at solving complex challenges with principled, scalable solutions. - 🔍 Your peers describe you as detail oriented. You take pride in internal operations. - ⚡️You are process-oriented – not for bureaucracy’s sake, but because great systems free people to do their best work. - ⭐ You stay close to the product. You believe that truly exceptional support comes from deep product understanding – and that everyone on the team shares responsibility for knowing, using, and championing the product we build. **This role may not be a great fit if:** - You don’t need to have already run a massive, multi-layered Support organization; but you do need to show a track record of growing scope, complexity, and ownership. This might look like starting with front-line Support and progressively taking on escalations, incident management, cross-functional problem solving, or operational leadership. We’re looking for someone with the judgment and ambition to scale a full-fledged Support organization over time, and to instill a culture of end-to-end accountability for customer outcomes. - You’re accustomed to supporting a point solution or simple product. Ashby is sufficiently robust (and increasingly so as we become a platform solution); our Support leader must be familiar with supporting complex products. - You prefer to focus solely on strategic priorities. We expect that even our most senior leaders are able to ‘traverse the elevation’ and be in the particulars as necessary. ### **Our Philosophy** Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell. - We offer deep expertise whenever we interact with prospects and customers. - You can learn more [here](https://www.ashbyhq.com/blog/culture/customer-success?ref=supporthuman.cx) about our philosophy. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using optimal communication channels) - we’ll get into these and other values during the hiring process. ### **The Interview** At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety: - 30 min - Recruiter Screen with Senior Recruiter - 45-60 min - Interview with VP of CS (Hiring Manager) - 45-60 min - Interview with Head of Support - Final Round: - 60 min - Practical Exercise with Support Leaders - 30 min - Interview with Head of CS - 30 min - Interview with CEO - 10 min - Closing Questions with Hiring Manager ### **Benefits** - You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible. - Competitive compensation is offered. - 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. - Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 - Twelve weeks of fully paid family leave in the US*.* We plan to expand this to employees in other countries as situations arise. - Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! - $100/month education budget with more expensive items (like conferences) covered with manager approval. - If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us. *Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.* [Apply for this job →](https://jobs.ashbyhq.com/Ashby/a4110b0d-9af7-4724-9fd7-fb3615db5954/application?embed=js&ref=supporthuman.cx) ### Director, Customer Support URL: https://supporthuman.cx/jobs/director-customer-support-4/ Last updated: 2026-08-25T06:00:42.000Z ## [Henry Schein One](https://henryscheinone.applytojob.com/apply?%5Fgl=1%2A1pipw8u%2A%5Fga%2AODk0NDUyNjU0LjE3NzM2MTY3ODQ.%2A%5Fga%5FE20KLDPFPM%2AczE3NzM2MTY3ODQkbzEkZzEkdDE3NzM2MTY4MzAkajE0JGwwJGgw&ref=supporthuman.cx) | $145,000 - $172,000 **Steph's Notes:** See this company's Customer Loyalty Advocate role for another BINGO. My hopes are not high for this one either. The "What you will do" section is a formatting mess. Also, this job description desperately needs proofreading; this bullet being a great example: > *Direct Data Conversions support migrations, validation, and cutover ownership.* > *Balance customer satisfaction with operational stability and long-term platform health.* Woooooof. 1) This is the responsibility of company leadership, not Support, and 2) fix your product, my dudes. > *Identify and mitigate risks related to recurring issues, technical debt, and system scalability.* This is not Support's responsibility! Furthermore, while we can certainly identify risks, we have no levers to mitigate them! FIX YOUR FUCKING PRODUCT. > *Identify top contact drivers and drive long‑term solutions with Product/Engineering.* Support cannot fix your organization. This has "massive and ongoing failures of leadership" written all over it. > *Implement improvements that reduce escalation volume and increase product stability.* FIX. YOUR. FUCKING. PRODUCT. > *Expert-level understanding of AI for service management, implementation workflow, multi-tenant SaaS architecture, APIs, complex system integrations.* I don't know what this company is looking for with this role, but it's definitely not a Director of Support. > *Ability to professionally handle and resolve stressful situations will be required* That much is clear. > *Professional appearance and presentation required.* > Excellent negotiating skills and ability to effectively manage internal and external relationships > Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics" This company is un-fucking-believable. I think it goes without saying, but this job is a **Seriously, Maybe Don't**. Genuinely one of the worst I've seen in a while. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Director, Customer Support](https://henryscheinone.applytojob.com/apply/SZkv6gCHCY/Director-Customer-Support?ref=supporthuman.cx) \*\*\*This position is Remote\*\*\* **Job Summary** The Director, Customer Support (Backline) oversees the backline support division, which is accountable for addressing complex, escalated issues affecting customer operations and system stability. This position serves as a vital link between frontline support, engineering, product, and infrastructure teams. The Director is responsible for ensuring prompt resolution of high-impact concerns, enhancing root-cause analysis, and optimizing customer experience through effective leadership, process discipline, and data-driven decision making. The team consists of senior subject matter experts, the Escalation Team, and Next Level Help technicians dedicated to resolving the most challenging customer issues. **What you will do** ### Leadership & People Management - Lead, coach and develop managers and technical staff within the Backline functional area of Customer Support. - Build a high-performing, deeply technical and accountable culture focused on ownership, urgency and continuous improvement. - Partner with HR and Talent teams on hiring, onboarding, and retention strategies. - Identify automation opportunities and standardize conversion workflows. ### Data Conversions & Technical Services Oversight - Direct Data Conversions support migrations, validation, and cutover ownership. - Establish validation standards and tools to ensure data accuracy. ### Customer Experience & Risk Management - Ensure high-severity issues are handled with clear communication, accountability, and urgency. - Balance customer satisfaction with operational stability and long-term platform health. - Identify and mitigate risks related to recurring issues, technical debt, and system scalability. ### Process, Tools & Technology - Optimize support workflows, ticketing systems, monitoring tools, and knowledge management practices for AI effectiveness. - Champion technical initiatives for AI self-service, automation and proactive monitoring to reduce incident volume and mean time to resolution. - Ensure robust documentation standards and knowledge base articles are created for troubleshooting, workarounds, and permanent fixes to frontline and AI agents. - Maintain robust dashboards, metrics and trends for analytics and signals. - Identify top contact drivers and drive long‑term solutions with Product/Engineering. - Implement improvements that reduce escalation volume and increase product stability. ### Cross-Functional Collaboration - Act as the primary escalation point for critical customer-impacting software issues. - Partner closely with Engineering, Product, Infrastructure, and Vendor teams to resolve defects and systemic issues quickly. - Influence product priority and platform improvements by providing data-backed insights from support trends and postmortem case analysis. - Represent Backline support in executive reviews, major incident calls, and customer escalations as needed. ### Operational Excellence - Own end-to-end performance of Backline software support, including escalations, complex incidents, and defect resolution. - Establish and manage SLAs, OLAs, and KPIs for response time, resolution time, backlog health, and customer impact. - Ensure effective handoffs and collaboration between frontline support and Backline teams. - Establish investigation standards, documentation quality, and knowledge‑management expectations. - Define communication cadences, intake/triage pathways, and on‑call rotations; ensure seamless collaboration across teams. **Travel/Physical Demands** - Travel typically less than 10%. Office environment. No special physical demands required. **Qualifications** **Must have**: - Typically 12 or more years of increasing responsibility in Saas technical support or related technical operations; 5 or more years of management experience, preferably in advanced support, escalation teams, and/or backline organizations. - Typically a Bachelor's Degree or global equivalent in a related field. Master's degree or equivalent a plus. - Expert-level understanding of AI for service management, implementation workflow, multi-tenant SaaS architecture, APIs, complex system integrations. - Skilled in escalation management and root‑cause analysis. - Strong data literacy using BI to represent signal for Support insights. - Ability to develop deep product knowledge across modules and data structures. - Proficiency with support systems, CRM platforms, analytics tools, and documentation systems. - Proven experience leading escalation programs and resolving complex incidents. - Experience supporting or overseeing data conversions preferred. - Ability to gain a thorough knowledge of all areas of HSPS’ business and department operations at a fast pace. - Experience using data and business analytics to strategically guide department - Ability to coach and guide others as they motivate, lead and discipline personnel when applicable. - Coach others to professionally handle and resolve stressful situations - Effective time and resource management skills. - Excellent communication skills (both written and verbal), decision making, human relations, presentation, and organization skills. - Ability to work independently while using excellent judgment in the interest of all parties involved. - Intermediate computer knowledge including Microsoft Office applications - Ability to professionally handle and resolve stressful situations will be required - Ability to drive results while appropriately managing personnel Professional appearance and presentation required. - Outstanding management and leadership skills and ability to attract, retain, motivate, develop, mentor and coach team members for high performance - Outstanding verbal and written communication skills and ability to resolve disputes effectively - Outstanding presentation and public speaking skills - Expert independent decision making, analysis and problem solving skills - Understand, interpret and act on financial information and external trends that contributes to business profitability - Plan and manage complex and successful projects; understand available resources, develop timeline, budget and assign areas of responsibility - Lead teams to achieve company goals and solve complex business issues in creative and effective ways - Expert planning and organizational skills and techniques - Communicate effectively with senior management and key stakeholders - Excellent negotiating skills and ability to effectively manage internal and external relationships - Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics - Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures - Lead and develop virtual teams - Expert in multiple technical and business skills - Strategic planning skills **Nice to have:** - Experience working within a SaaS (Software as a Service) environment. The posted range for this position is **$145,000-$172,000** which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range. **What you get as a Henry Schein One Employee** - A great place to work with fantastic people. - A career in the healthcare technology industry, with the ability to grow and realize your full potential. - Competitive compensation. - Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more. **About Henry Schein One** [Henry Schein One](http://www.henryscheinone.com/?ref=supporthuman.cx) is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience. Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance. One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: [2022 Best Companies To Work For | Henry Schein One](https://www.youtube.com/watch?v=ssxeGtcLwog&ref=supporthuman.cx) *Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.* **Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Louisiana, Nebraska, North Dakota, Rhode Island, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.** [Apply for this job →](https://henryscheinone.applytojob.com/apply/SZkv6gCHCY/Director-Customer-Support?ref=supporthuman.cx#:~:text=Apply%20for%20this%20position) ### Customer Loyalty Advocate URL: https://supporthuman.cx/jobs/customer-loyalty-advocate/ Last updated: 2026-08-25T06:00:42.000Z ## [Henry Schein One](https://henryscheinone.applytojob.com/apply?%5Fgl=1%2A1pipw8u%2A%5Fga%2AODk0NDUyNjU0LjE3NzM2MTY3ODQ.%2A%5Fga%5FE20KLDPFPM%2AczE3NzM2MTY3ODQkbzEkZzEkdDE3NzM2MTY4MzAkajE0JGwwJGgw&ref=supporthuman.cx) | $60,000 - $64,000 **Steph's Notes:** Medical and dental companies have historically fared poorly in Bad Job Bingo, so I'm very interested to see how this one turns out. > *We are the Global Leader in dental management, analytics, communication, and marketing software* Is there, like, an official title of "Global Leader" that this company has somehow earned? If not, why are they randomly capitalizing that? > *When TECHNOLOGY connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients.* Why are you yelling at me about technology? All of this came from a small section on the Careers page, which is to say there \*is\* no real Careers page to speak of. The fact that this role is titled Customer Loyalty Advocate but is handling "customers seeking to reduce, terminate, or change their HSOne account products or subscriptions" already feels like a red flag. Is this one of those SiriusXM situations in which you have to go through all nine circles of Hell in order to cancel your subscription? > *Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key.* I'm glad we're setting expectations about this job listing early. > *Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from* I hope both this role and Henry Schein One's customers have fireproof clothing. > *Proactively engage clients that are delinquent on payments* Much attention. So detail. > *Must have:* > Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience > Typically, a bachelor’s degree or global equivalent in related discipline" Typically or actually? Also, how much do you want to bet that the pay for this role does not reflect that bachelor's degree or equivalent experience requirement? > *Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages* I mean, of course. They need to be able to navigate the inferno. > *The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role.* We win! I think Henry Schein One owes us $1,000,000 dollars for subjecting us to this nonsense. > *A great place to work with fantastic people.* Damn it, now you've done it. To Glassdoor, away! **From the reviews:** - "Bad" (1 star) - "Worst Place That I've Ever Worked" (2 stars) - "Work here if you love bullies" (1 star) - "Rough Around the Edges" (3 stars) - "Politically driven culture with shifting roles, pressure tactics, and poor respect for boundaries" (1 star) - "weird" (3 stars) - "Formerly great company undone by poor leadership and internal politics" (1 star) So, yeah...I think we've got a **BINGO** on our hands. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Customer Loyalty Advocate](https://henryscheinone.applytojob.com/apply/JvElpoZlTd/Customer-Loyalty-Advocate?ref=supporthuman.cx) **This position is Remote within the United States** **JOB OVERVIEW:** The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty. Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key. **What You Will Do** - Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations - Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from - Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience - Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions - Proactively engage clients that are delinquent on payments **TRAVEL / PHYSICAL DEMANDS:** Travel typically less than 10%. Office environment No special physical demands required **Qualifications** **Must have**: - Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience - Typically, a bachelor’s degree or global equivalent in related discipline - Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages - Demonstrated success in achieving or surpassing goals in previous roles - Understanding of industry practices - Good decision making, analysis and problem-solving skills with ability to multi-task - High proficiency with tools, systems, and procedures - Good planning/organizational skills and techniques - Strong verbal and written communication skills - Good presentation and public speaking skills **Nice to have:** - Customer Success or account management experience - Dental Service Organization, or in-office dental practice experience - Previously worked in a customer support role - Experience using a CRM and/or Customer Success platform The posted range for this position is **$60,000.00 - $64,000.00** which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range. **What you get as a Henry Schein One Employee** - A great place to work with fantastic people. - A career in the healthcare technology industry, with the ability to grow and realize your full potential. - Competitive compensation. - Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more. **About Henry Schein One** [Henry Schein One](http://www.henryscheinone.com/?ref=supporthuman.cx) is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience. Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance. One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: [2022 Best Companies To Work For | Henry Schein One](https://www.youtube.com/watch?v=ssxeGtcLwog&ref=supporthuman.cx) *Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.* **Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.** [Apply for this job →](https://henryscheinone.applytojob.com/apply/JvElpoZlTd/Customer-Loyalty-Advocate?ref=supporthuman.cx#:~:text=Apply%20for%20this%20position) ### Zendesk's buying, Intercom's raising, Meta's cutting, Bluesky's growing, and Digg is dying. It's fine. Everything's fine URL: https://supporthuman.cx/p/zendesks-buying-intercoms-raising-metas-cutting-blueskys-growing-and-digg-is-dying-its-fine-everythings-fine/ Last updated: 2026-10-02T19:02:51.000Z ## News from Around Supportlandia ### Go Bot or Go Home Big news in big CX companies making big bets on AI.[1](#note-1) On Tuesday, [Zendesk announced a definitive agreement to acquire Forethought](https://www.zendesk.com/newsroom/articles/forethought-acquisition/?ref=supporthuman.cx) — an agentic AI company that has been building since 2018, back when the idea of AI handling customer service autonomously was considered, as The Next Web put it, ["ambitious to the point of eccentricity."](https://thenextweb.com/news/zendesk-acquires-forethought-agentic-ai?ref=supporthuman.cx)[2](#note-2) [3](#note-3) Price was not disclosed, which is very on-brand, but [this is reportedly Zendesk's largest acquisition in two decades](https://www.computerweekly.com/news/366639959/Zendesk-to-acquire-Forethought-in-major-agentic-AI-play?ref=supporthuman.cx). The deal is expected to close by the end of March. The reason Zendesk wants Forethought isn't hard to understand: the startup's core capability is what it calls self-improving AI — agents that detect gaps in existing workflows and generate new procedures to address them, without any human having to go back in and retrain the model. That's a meaningful leap beyond "chatbot answers FAQs." Zendesk is betting explicitly that its customers want AI agents to handle customer service interactions rather than humans, and the Forethought acquisition is how they're trying to win that bet. It also goes to pattern: rather than build something in-house that would have to compete in the space with other CX players, [Zendesk just acquires those players instead](https://supporthuman.cx/p/dogs-and-cats-living-together/). Zendesk is claiming that Forethought will continue being Forethought: > Forethought customers can expect uninterrupted service and continued product innovation, which will be backed by Zendesk’s global scale. Zendesk customers will gain access to expanded AI capabilities, improved support, and a more unified experience. Additionally, new customers will be able to adopt the solution independently with no requirement to use the Zendesk platform. But given their history, I’m skeptical. We all know [Klaus crossed the rainbow bridge to be absorbed into Zendesk](https://supporthuman.cx/p/2-round-2-cant-real), gone forever as the much-beloved brand we knew. I hope they’re telling the truth about their plans for Forethought, [but we’re talking private equity here](https://www.zendesk.com/newsroom/press-releases/consortium-led-by-hellman-friedman-and-permira-completes-acquisition-of-zendesk/?ref=supporthuman.cx). PEs aren’t exactly known for their stability and trustworthiness. Meanwhile, Intercom CEO Eoghan McCabe announced that Intercom raised $250 million — in debt, not equity, a distinction he was at pains to make very clear — to go even harder on Fin, its AI customer agent. [McCabe's post announcing the raise](https://ideas.fin.ai/p/we-just-raised-250m-to-build-the?ref=supporthuman.cx) is the kind of hyperbolic "anything your AI can do ours can do better" argument that is either very motivating or very exhausting to industry readers, depending on one’s mood (and if you’ve read anything else from me this week, you know my mood was poor, so…deduce from that what you will). McCabe also says Intercom is planning [650 new hires globally this year](https://www.siliconrepublic.com/business/intercom-eoghan-mccabe-debt-financing-hiring-jobs-ai?ref=supporthuman.cx), which I personally think is a savvy move alongside their doubling down on AI, given the very understandable anxiety in our field about said AI all but replacing humans in CX (although that may be the cynicist in me talking). I’ll be watching to see if they follow through. So: two of the biggest players in CX tech are both making massive, public, this-is-the-moment bets on agentic AI in the same week.[4](#note-4) I want to be careful not to just nod along, because we've been here before — [the Klarna chatbot that was supposedly doing the work of 700 people until it wasn’t](https://supporthuman.cx/p/half-assed-is-better-than-no-assed-also-companies-are-in-ai-wonderland/), the [AI math that just isn’t mathing](https://supporthuman.cx/p/the-price-is-wrong/). But these aren't startups just making noise to attract funding. These are real companies with real customers making real capital decisions. That's a different kind of signal. And then, just to keep things interesting: Reuters reports that [Meta plans to lay off 20% or more of its workforce](https://www.reuters.com/business/world-at-work/meta-planning-sweeping-layoffs-ai-costs-mount-2026-03-14/?ref=supporthuman.cx), partly to offset the costs of its AI infrastructure bets and to prepare for efficiency gains from AI-assisted workers. So while Zendesk and Intercom are pouring capital into AI, Meta is cutting humans because of it. The agentic era is expensive on both sides of the ledger, and, either way, it looks like we humans are the ones paying for it. Finally, speaking of signals — it hasn’t escaped my notice that AI has been the main story in the *Roundup* in some fashion for four frickin weeks in a row. If anything shows how inescapable it’s becoming, it’s this AI-skeptic being forced to cover it nonstop, mostly against her will. What fun I’m having. ### This is fine I know we already have a hefty main story this week, but [Toni Schneider was announced as interim CEO of Bluesky this past Monday](https://bsky.social/about/blog/03-09-2026-a-new-chapter-for-bluesky?ref=supporthuman.cx), and I could not let that go unnoted. Schneider is the former CEO of Automattic — the company behind WordPress.com, Tumblr, and a genuinely remarkable run of drama that I have covered extensively in this newsletter. If you need a refresher: Matt Mullenweg spent the better part of the last two years lighting his own reputation on fire in a series of escalating conflicts stemming from behavior I can only describe as profoundly unhinged for someone running any company, let alone one with the influence and impact of Automattic. Schneider, notably, was the adult in the room as interim CEO of Automattic at the beginning of said unhinged behavior, which resulted in exactly zero consequences for Mullenweg, so I have to question how much of an adult he really is. I mention this because Schneider is taking over for Bluesky's founding CEO, Jay Graber, who is stepping back to become Chief Innovation Officer, and the board has brought Schneider in to navigate what she's calling the platform's "next phase of growth." Graber notes that both Automattic and True Ventures (Schneider's VC firm) are investors in Bluesky, so this isn't a cold hire, but I have to say I found the way she phrased it deeply ironic, given Mullenweg’s shenanigans: > Both Automattic and True Ventures are also investors in Bluesky, and support the development of a more open, user-driven internet. Automattic is so supportive of a more open, user-driven internet that [its CEO tried to shake down a major player in the open-source world](https://supporthuman.cx/p/the-hollow-man) in exchange for letting them continue to contribute to his chunk of it, and [personally harassed a user on two platforms for being mean to him](https://supporthuman.cx/p/matt-mullenweg-teaches-a-masterclass-on-why-we-have-trust-safety-teams/). Okay! I also struggled to get through [Schneider’s announcement](https://toni.org/2026/03/09/coming-off-the-bench-for-bluesky/?ref=supporthuman.cx) of his new role with a straight face, particularly these bits: > I’ve spent most of my career working on open platforms, from WordPress and Automattic to the Yahoo Developer Network and to open marketplace businesses like Bandcamp that we backed at True. What I’ve learned is that openness is not just a technical choice, it’s a philosophical one. Oh is it, Toni? [How about accountability?](https://supporthuman.cx/p/tech-has-an-accountability-problem/) Is that a philosophical choice? > Decisions about who controls the network, who owns the data, and who captures the value shape what the internet becomes. Boy does it! Anyway! What was I saying? Oh, right. This is a strange, borderline satirical ouroboros of the open-web ecosystem. The man associated with keeping one open-platform company (Automattic) from completely imploding is now at the helm of the open-platform company (Bluesky) that rose in part because another open-platform company (X) imploded. I’m sure it’ll be fine. ### The end of an era (for real this time?) Digg — a community link-sharing site that predated Reddit and then was usurped by it — [announced this week](https://digg.com/?ref=supporthuman.cx) that it's laying off a sizable portion of its staff and shutting down its app as the company rebuilds. Kevin Rose, who founded Digg in 2004, is returning to work on Digg full-time. The startup says it's not closing, and I want to believe them, but reading this news feels akin to watching someone try to restart a car that hasn’t run in fifteen years. They’re not wrong in saying that the internet is just not what it was when Digg was in its heyday; that era we loved just might be over. But who knows — maybe Rose and Digg will figure it out and bring back those bygone days when we just shared things on the internet for the love of it, without algorithms and spambots stalking our every move. One last thing: Rose also happens to be an advisor to True Ventures, the VC firm where Schneider is a partner. Sometimes it hits me how much of our internet is influenced (and, in many ways, controlled) by the same small group of people. The same people complaining about the enshittification of the internet are often the ones contributing to it. An ourobouros, indeed. ## And Now for Some Good News - [Nicole Bulman](https://www.linkedin.com/in/nicolebulman/?ref=supporthuman.cx) was promoted to Patient Collection Specialist at [Spring Health](https://www.springhealth.com/?ref=supporthuman.cx). - [Emilie Glavin](https://www.linkedin.com/in/emilieglavin/?ref=supporthuman.cx) was promoted to CX Manager at [Ritual](https://ritual.com/?ref=supporthuman.cx). - [Katy VanVliet](https://www.linkedin.com/in/katyvanvliet/?ref=supporthuman.cx) was promoted to Chief Experience Officer at [ReUp](http://www.reupeducation.com/?ref=supporthuman.cx). - [Teisha Hillmon](https://www.linkedin.com/in/teishahillmon/?ref=supporthuman.cx) renewed her Social Media Marketing certification from [HubSpot Academy](https://academy.hubspot.com/courses/social-media?ref=supporthuman.cx). - [Drew Clark](https://www.linkedin.com/posts/drew-i-clark%5Fmy-9th-year-workiversary-was-a-couple-weeks-activity-7437616082149920768-yPB3?ref=supporthuman.cx) is celebrating 9 years at [Workwell Technologies](http://www.workwelltech.com/?ref=supporthuman.cx). Nine years! That's not tenure, that's a commitment. ## Read, Watch, and Listen ### Read [Ines van Dijk](https://www.linkedin.com/in/inesvandijk/?ref=supporthuman.cx) launched the [Customer Support Research Lab](https://supportresearchlab.substack.com/) newsletter and is calling for research participants for the first study on what she calls "asymmetric face exposure," the structural phenomenon in which support agents routinely absorb face damage from customers with no institutional mechanism to acknowledge or repair that damage. The survey is open now - [if you've worked in support in the last five years, go take it.](https://supportresearchlab.substack.com/p/call-for-research-participants) This is the kind of research that could really impact (and, I think, improve) conditions in our field. [Miles Goldstein](https://www.linkedin.com/in/milesgoldstein/?ref=supporthuman.cx) wrote about [suspension of disbelief](https://www.linkedin.com/pulse/suspending-disbelief-miles-goldstein-lvhnc/?ref=supporthuman.cx), using theatrical concepts as a lens for navigating corporate communication, crisis management, and knowing when to trust your gut. [Nivedha Venkatesh](https://www.linkedin.com/in/nivedhavenkatesh/?ref=supporthuman.cx) wrote about [why Zendesk Help Center still can't do Find & Replace](https://www.linkedin.com/posts/nivedhavenkatesh%5Four-first-customer-in-2024-received-600-share-7437541618737606656-kA2r/?ref=supporthuman.cx) — and why AI-powered help center maintenance is one of the hardest problems in docs. [Lorikeet](https://lorikeet.tools/?ref=supporthuman.cx) released a [free set of CX tools and calculators](https://lorikeet.tools/?ref=supporthuman.cx), including a buy vs. build ROI calculator and a knowledge base quality tool. [Ori Lotan](https://www.linkedin.com/in/orilotan/?ref=supporthuman.cx) wrote about [the hidden cost of AI's confident wrongness](https://www.linkedin.com/posts/orilotan%5Fai-vibecoding-buildinginpublic-activity-7435720611328507905-fK5O?ref=supporthuman.cx) — specifically, when it sends you chasing features or UI elements that no longer exist, with exactly the same confidence it uses when it's right. ### Watch [Conor Pendergrast](https://www.linkedin.com/in/conorpendergrast/?ref=supporthuman.cx) walks through [building a Fin Procedure in Intercom from scratch](https://youtu.be/G3%5Frwz6LuXU?ref=supporthuman.cx) in the latest episode of Support Stack Solo — specifically turning Fin into a qualification concierge that asks targeted questions, stores structured lead data, and routes to the right next step. ### Listen [Natasha Puckett](https://www.linkedin.com/in/natashapuckett/?ref=supporthuman.cx) launched [CX Unscripted](https://www.linkedin.com/posts/natashapuckett%5Fcustomerexperience-cxleadership-podcast-activity-7436950868245139456-6yo1?ref=supporthuman.cx), a new, no-fluff podcast for CX leaders, with its first episode out in April. Keep an eye out for it! [Happy to Help](https://happytohelp.buzzsprout.com/2208836?ref=supporthuman.cx) talked to [Melody Wilding](https://www.linkedin.com/in/melodywilding/?ref=supporthuman.cx) about [psychology in the workplace](https://happytohelp.buzzsprout.com/2208836/episodes/18797990-using-psychology-to-thrive-in-customer-support-with-melody-wilding?ref=supporthuman.cx) — specifically, why high-performing support professionals often struggle with people-pleasing, how to set boundaries without losing empathy, and practical mental frameworks for handling pressure and difficult conversations. [Customer Support Leaders](https://www.customersupportleaders.com/podcast/293-roles-ai-is-creating-in-support?ref=supporthuman.cx) talked to [Hilary Dudek](https://www.linkedin.com/in/hilarydudek/?ref=supporthuman.cx) about the roles AI is actually creating in support — a calming and useful counterpoint to all the "AI is replacing everyone" discourse. [Women in Customer Success](https://open.spotify.com/episode/54td0YXsWnTzA37UkMmpQQ?ref=supporthuman.cx) sat down with [Tamara Kempf](https://www.linkedin.com/in/tamarakempf/?ref=supporthuman.cx) to talk about a career built on curiosity, grit, and the kind of EQ that technology can't replace. Another nice palate cleanser after a week of aggressive AI news. ## Upcoming Events MAR 17 12pm ET A CCO’s view: How Ironclad elevates CX through B2B support Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.customersuccesscollective.com/practical-playbook-for-ai-driven-b2b-support/?ref=supporthuman.cx) MAR 18 5:00pm GMT Customer Success Conversation & Connection Market Halls Paddington, London, UK. Hosted by [Angela Scott](https://www.linkedin.com/in/angelajscottuk/?ref=supporthuman.cx). [Get on waitlist →](https://www.eventbrite.com/e/customer-success-conversation-connection-in-person-london-meet-up-tickets-1969274003556?aff=erelexpmlt&ref=supporthuman.cx) MAR 25 1:30pm EDT in NYC, NY Success Amplified: At The Top Executive forum hosted by [Women of Customer Success](https://www.womenofcustomersuccess.com/?ref=supporthuman.cx). Keynote by [Cassie Young](https://www.linkedin.com/in/cassyoung/?ref=supporthuman.cx). [Tickets →](https://luma.com/zn084o5v?ref=supporthuman.cx) ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/EC4C5D44-BEB8-4C85-B2C6-C6800A5B98DF_1_201_a.jpeg) 1. I’m sorry, I couldn’t help myself. 2. If you check out TechCrunch’s article, you’ll see ElevateCX favorite and Forethought co-founder Deon Nicholas’ face splashed at the top. Holy shit, Deon, you’re famous! 3. Also, [TechCrunch correctly points out](https://techcrunch.com/2026/03/11/zendesk-acquires-agentic-customer-service-startup-forethought/?ref=supporthuman.cx) how far ahead of its time Forethought was in noting that ChatGPT didn’t launch until 2022\. That’s wild! 4. Oh, do I long for the day when I could pretend “agentic AI” was just an annoying, made-up term for a very advanced next-word predictor. ### Bad Time Zoo URL: https://supporthuman.cx/p/bad-time-zoo/ Last updated: 2026-08-08T02:21:57.000Z ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/everything_hurts_and_I_m_dying.gif) I don’t know about y’all, but I feel like lately life has been everything, everywhere, all at once. I don’t want to go into details for lots of reasons, but this week I got a no on something I really wanted to happen, which—combined with being sick—felt like the cherry on top of an oversized sundae of nos in my professional life. So not only have I been feeling like something of a failure recently, but I’ve also been really fucking sad about it. But there’s a reason I picked Support Human as my company name, and that’s because, really, the best way I have to get over these kinds of feelings is to make them useful somehow. I know I’m not the only one feeling this way, what with layoffs and a shitty job market and a spiraling economy and a barely-sentient cheeto for a president and, somehow, yet another forever war in the Middle East. I will warn you, though, that I am the last person to give advice on dealing with feelings of rejection and failure; this is not that kind of piece. This is me, [in the words of the wise Aimee Twigg](https://supporthuman.cx/p/my-ego-dies-at-the-end/) from the last time I wrote about something like this, trying not to unpack and live here.[1](#note-1) This is me unpacking my shit so I can put it away again and find better accommodations. ## **A tale of two LinkedIn posts** What *really* spurred me to write about this was two very different LinkedIn posts. Because time stops for no one, I was scrolling my LI feed to find items for this week’s *Roundup*. Having just received the bad news, my feelings were still pretty raw,[2](#note-2) and—of course—one of the very first posts I came across was from an (aspiring?) LinkedIn influencer.[3](#note-3) I don’t remember now the specifics of her post (and I certainly don’t want to go back and find it and experience it all over again), but it went something like this: she’d been set up to fail in a pitch to a client and subsequently lost a lot of money on the deal when she really needed it, and called her mentor to vent about it. The mentor told her to get over it, and the lesson she took from that was the winners don’t look back; they just move forward! Readers, this post did not make me feel better. I wasn’t—and still am not—ready to move on from this mess. If anything, it made me feel worse, because I am already very obviously *not* a Winner™️, and the fact that I can’t just buck up and get over it only reinforces that. But then, a few minutes later, there was another, much shorter post. This one was from someone who had just heard that they hadn’t been moved forward in the process for a job they really wanted, and not only were they honest about how upset they were about it, but they also shared their gratitude for being on really effective meds, because otherwise they wouldn’t be nearly as stable about the situation as they were being. Now that was something I could understand. I didn’t know this person; we don’t even share an industry, but just those two brief paragraphs made me feel seen and much less…crazy, maybe. Seeing a reflection of at least some of what I was feeling was useful, in that it allowed me to go a little easier on myself for feeling this way at all. I always debate how honest I should be in this newsletter; there’s a fine line between being relatable and oversharing, and I never want to be nothing but a downer to readers. But I also don’t want to be like the person in the first story, refusing to acknowledge my own humanity and that, sometimes, it’s better to admit that shit sucks. Pretending that there’s some universal answer that you have and others don’t doesn’t make the shit suck less — all it does is make others feel like losers when that answer doesn’t work for them. So. In the interest of making us all feel less like losers (or, at least, less lonely losers), here’s how I really feel about things. ## **10 things I hate about you** (When I say ‘you,’ I’m talking to rejection and failure.) 1. I hate that I got my hopes up. The thing is, I don’t know how *not* to get my hopes up about things. Hope is what keeps me striving for things I’m not sure I can do, but in doing so, I always set myself up for a long emotional drop when whatever I was hoping for doesn’t work out. 2. I hate that I feel so stuck. I feel like I’m going to be in the same place forever, and I don’t know how to get out of it, even if intellectually I know that can’t be true. I just want to be somewhere that is not here, and I don’t know how to get there. 3. I hate how selfish I am. I *know* my situation could be ten times worse, and not everything is about me. I hate that I’m a shitty partner and a shitty friend because I can’t get past my own feelings. 4. I hate that I’m jealous of others. I know comparison is the thief of joy, but it feels like everyone is more successful than me or smarter than me or getting what they want while I’m not, and I hate that I’m the kind of person who feels that way. 5. I hate how stupid I feel. I feel really stupid for putting myself out there and trying to attain something and fucking it up in front of people. Intellectually, I know no one really sees it that way, but I don’t know how to get my head and my feelings on the same page. 6. Speaking of, I hate fucking things up. I hate it. I hate thinking that I should have been more prepared, more informed, worked harder to make the thing happen. I do not know how to be an imperfect being and it sucks. 7. I hate that I’ll probably never have closure. I’ll probably never really know what led to the no, and it’s going to eat at me forever. I hate that I’m the kind of person who will *let* it eat at me forever. 8. I hate looking like a failure. I want people to look at me and see someone put together, to see someone successful, and I hate that I’m the kind of person who cares about that. 9. I hate that I’m not handling this better. Even though it was something that mattered to me, I hate something that’s ultimately as small as a no given kindly can make me struggle not to spiral. I wish I were the kind of person who could just buck up and get over it. 10. I hate having real emotions and I hate crying and I kinda hate everything.[4](#note-4) So, that’s it: the truth, as gnarly and unflattering as it is. And because I’m telling the truth, I’ll be honest and say I don’t have a pretty, neat-looking bow with which to tie this up. In fact, I would love any advice y’all have to give on dealing with rejection and failure, since I clearly don’t do either very well. I’m going to go to bed now. Tomorrow is another day and all that. I hope it’s a better one for you and for me. 1. Also, reference the song from that same issue: if I don’t write about it, was it really worth it? 2. Are, honestly. When it comes to rejection, [my feelings start raw](https://www.additudemag.com/rejection-sensitive-dysphoria-and-adhd/?srsltid=AfmBOopdcgWEQazMKB%5FDdhRb9tYX3bufMLLF3rlht49TXDYI3%5FwsjAAE&ref=supporthuman.cx) and take a really long time to cook enough to reach well-done. 3. Everyone and everything on LinkedIn is aspirational. Dog save us all from fucking LI influencers, for real. 4. I mean, I guess I don’t *really* hate everything. I like all of you, especially for listening to all this whining. 5. The title is a reference to [the song of the same name by Sims](https://www.youtube.com/watch?v=ck00nX4ghTE&ref=supporthuman.cx), which seems to really encapsulate what life has felt like in general. ### Associate Manager, Customer Experience URL: https://supporthuman.cx/jobs/associate-manager-customer-experience/ Last updated: 2026-08-08T00:05:41.000Z Location: New York City · Denver · Miami ## [Ramp](https://ramp.com/careers?ref=supporthuman.cx) | $88,000 - $132,000 > *We only hire builders* Automatic BINGO! Damn, I don't think that's ever happened so fast. (It's the first thing you see on Ramp's Careers page). > *Come here to solve hard problems, build without permission, and ship work you’re proud of. Sounds intense? It is.* Oh yeah. Feeling good about that BINGO. > *Work on hard problems with hardcore people. Our two founders, Eric and Karim, thought it’d be a good idea to write a letter persuading you not to apply.* Jesus Christ, it's like they built this page just to hit every BJB entry as quickly as possible. > *We’re a proud meritocracy. Titles and roles are the least interesting thing about Ramp employees. And last but not least: Pizza Fridays are tradition. Dinner is every night of the week.* Every. single. entry. > *See open positions* Do I have to? Okay, fine. Keeping to the theme, the "About the Role" is just one long, gnary red flag, but the job duties actually seem pretty straightforward. > *What You Need - Ability to work evenings, weekends, and some holidays* I really need the job market to recover even a little so that companies have to stop being so fucking terrible. > *For candidates located in NYC or SF, the pay range for this role is $96,000 - $132,000\. For candidates located in all other locations, the pay range for this role is $88,000 - $121,000.* That's not nearly enough money to endure what seems to be a ramp launching you straight into Burnout Land. > *Note:\* Ramp is also hiring for Customer Experience Agents, but I don't want to read about this company anymore.* [Newsletter Issue](https://supporthuman.cx/p/09mar26-bad-job-bingo) --- ### Original Job Description: [Associate Manager, Customer Experience](https://jobs.ashbyhq.com/ramp/2e47b59f-f68f-4266-80ff-eb92c8116f1a?ref=supporthuman.cx) **About Ramp** At Ramp, we’re rethinking how modern finance teams function in the age of AI. We believe AI isn’t just the next big wave. It’s the new foundation for how business gets done. We’re investing in that future — and in the people bold enough to build it. Ramp is a financial operations platform designed to save companies time and money. Our all-in-one solution combines payments, corporate cards, vendor management, procurement, travel booking, and automated bookkeeping with built-in intelligence to maximize the impact of every dollar and hour spent. More than 50,000 businesses, from family-owned farms to e-commerce giants to space startups, have saved $10B and 27.5M hours with Ramp. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables over $100 billion in purchases each year. Ramp’s investors include Lightspeed Venture Partners, Thrive Capital, Sands Capital, General Catalyst, Founders Fund, Khosla Ventures, Sequoia Capital, Greylock, Redpoint, and ICONIQ, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. Ramp has been named to Fast Company’s Most Innovative Companies list and LinkedIn’s Top U.S. Startups for more than 3 years, as well as the Forbes Cloud 100, CNBC Disruptor 50, and TIME Magazine’s 100 Most Influential Companies. **About the Role** Ramp is hiring an Associate Manager to lead the frontline of our CX team — the agents who serve as the voice of Ramp for thousands of customers every day. This is a phone-first leadership role, with primary responsibility for our live phone support, while also ensuring consistent standards across secondary channels like chat and email. As a leader, you’ll set the tone for performance and culture: developing people, reinforcing standards, and ensuring our high bar for speed, accuracy, and empathy is consistently met. We’re a fast-moving, high-growth team where change is constant. Associate Managers at Ramp thrive in this environment by balancing support with accountability — coaching agents to grow, holding the line on results, and creating stability even as processes, tools, and products evolve. We function in a highly collaborative environment: leaders and agents alike share ideas, iterate quickly, and give and receive feedback across levels and teams. Success in this role requires intentional execution and adaptability to thrive in a culture where the best idea wins, where projects are built together, and where iteration is expected as part of the process. This is a role for leaders who combine operational discipline with creativity. You’ll use data analysis, projects, and AI-driven workflows to help your team work smarter, while staying close enough to the ground to spot opportunities for improvement. Leadership here means more than managing schedules — it’s about shaping how your team performs, adapts, and thrives. If you love developing people, driving accountability, and bringing clarity and focus to dynamic environments, this role is for you. **What You’ll Do** - Develop and coach your team — run 1:1s, deliver feedback that drives improvement, and mentor agents to grow while holding them accountable for results. - Drive team performance and consistency — keep focus on key metrics (CSAT, QA, SLA, productivity) by reinforcing playbooks, SOPs, and coverage models, and addressing gaps quickly. - Lead quality assurance for your team — own case grading, run QA sessions, and identify knowledge or behavior gaps that impact performance. - Leverage data analysis to drive improvements — review performance trends and customer feedback to translate insights into coaching actions and process refinements. - Cultivate a positive, motivating culture — build an environment where agents feel recognized, supported, and inspired to deliver their best work. - Lead your team through change — ensure adoption of new workflows, tools, and AI-driven processes with clarity, communication, and steady leadership. - Foster collaboration across peers and leaders — engage in and model open feedback, idea-sharing, and cross-functional problem-solving. - Collaborate cross-functionally — partner with CX Ops, Product, and Engineering to surface issues, pilot improvements, and strengthen both the customer and agent experience. - Stay connected to the work — handle escalations and occasionally take calls and tickets to remain close to customer needs and frontline realities. **What You Need** - Ability to work evenings, weekends, and some holidays - Minimum 2 years of experience in a leadership role - Minimum 3 years of experience in a customer-facing technical support role - Excellent written and verbal communication - Proven ability to deliver tailored coaching that drives individual and team growth - Ability to juggle multiple tasks through effective time management and prioritization - Ability to confidently give and receive feedback across all levels, and to adapt ideas based on collective input. - Comfort leading teams through fast-paced change and adopting new tools, including AI **Nice-to-Haves** - Experience working in a high-growth or startup environment - Exposure to FinTech or financial services - Comfort experimenting with AI-powered tools or automation in customer support For candidates located in NYC or SF, the pay range for this role is $96,000 - $132,000\. For candidates located in all other locations, the pay range for this role is $88,000 - $121,000. **Benefits (for U.S.-based full-time employees)** - 100% medical, dental & vision insurance coverage for you - Partially covered for your dependents - One Medical annual membership - 401k (including employer match on contributions made while employed by Ramp) - Flexible PTO - Fertility HRA (up to $10,000 per year) - Parental Leave - Unlimited AI token usage - Pet insurance - Centralized home-office equipment ordering for all employees - Health and Wellness stipend - In-office perks: lunch, snacks, drinks, and more - Budget for intra-office travel - Relocation support to NYC or SF (as needed) **Referral Instructions** If you are being referred for the role, please contact that person to apply on your behalf. **Other notices** Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Beware of recruiting scams: Ramp will only contact you through official @Ramp.com email addresses and will never ask for payment or sensitive personal information during the hiring process. Ramp Applicant Privacy Notice [Apply for this job](https://jobs.ashbyhq.com/ramp/2e47b59f-f68f-4266-80ff-eb92c8116f1a/application?ref=supporthuman.cx) ### Senior Support Supervisor URL: https://supporthuman.cx/jobs/senior-support-supervisor/ Last updated: 2026-08-08T00:05:40.000Z Location: New York City · Tempe ## [DoorDash](https://careersatdoordash.com/?ref=supporthuman.cx) | $88,000 - $129,400 My opinions about the gig economy aside (which are mixed—I see the benefits and the considerable downsides), DoorDash's Careers page hero is very, very red and legit hurts my eyes. > *At DoorDash, we’re delivering innovative solutions that help local businesses thrive, Dashers earn, and consumers get what they need. When you join our team, you join our mission to grow and empower local economies. It’s not just about logistics, it’s the livelihood of neighborhoods. It’s not just to keep up in today’s world, but to pave the way ahead.* This isn't about my opinion of gig work. This isn't about my opinion of gig work. This isn't about my opinion of gig work. Their job search page is, quite honestly, terrible. The search filters are cream text on a bright red background, and I now have a migraine from using it. This color scheme repeats on job pages, and I am genuinely miserable. Although I did manage to find (and will be linking to) a more tolerable version of the JD, this is going to have to be the last job I rate. I need to wrap this up quickly, but horrible design and accessibility choices aside, the role looks straightforward, even if I think the low range of the salary is a little too low (I'd ask about that when I'm interviewing). I think it's probably a decent **Eh, It's Probably Fine.** [Newsletter Issue](https://supporthuman.cx/p/09mar26-bad-job-bingo) --- ### Original Job Description: [Senior Support Supervisor](https://job-boards.greenhouse.io/doordashusa/jobs/7673597?ref=supporthuman.cx) **About the Team** DoorDash Commerce Platform is our restaurant software business, offering products such as online ordering, branded mobile apps, and loyalty solutions that help merchants grow through their own first party channels. Within this organization, the Merchant Success Operations team ensures restaurants have a smooth onboarding and launch experience and ongoing operational support. The Online Ordering Support team plays a key role in this mission by helping restaurants operate their digital ordering experience day to day. We resolve issues quickly, strengthen operational standards, and improve how merchants experience our product. **About the Role** The Senior Support Supervisor leads a team of Technical Support Specialists supporting our Online Ordering product. Our customers are merchants, primarily restaurants, who rely on our platform to power their digital ordering experience, and this role is accountable for daily operational performance, service level compliance, escalation management, and overall support quality that directly impacts merchant success. This role combines hands-on operational leadership with clear strategic ownership. In addition to leading the team day to day, they are responsible for identifying systemic gaps, defining structured improvement plans, and leading implementation of changes across workflows, documentation, and support tooling. They will play a key role in strengthening performance standards, improving how our ticketing platform operates through automation and artificial intelligence functionality, and translating operational data into measurable improvements in efficiency and consistency. They will report into the Senior Manager, Merchant Success Operations on our Online Ordering team in our Strategy and Operations organization. **You’re excited about this opportunity because you will…** - Lead a team of Support Specialists and own service level performance, resolution quality, and overall operational outcomes. - Handle high impact merchant escalations, including difficult phone calls and written communication with senior or frustrated stakeholders. - Improve workflows, tooling configuration, automation, and artificial intelligence functionality within our ticketing platform. - Identify systemic operational gaps, define improvement plans, and implement structured process changes. - Use support data and cross functional collaboration with Product, Engineering, and Operations to resolve recurring issues and improve merchant experience. **We’re excited about you because…** - You have 3 to 6 years of experience in Customer Support or Operations within a software or online platform environment and at least 3 years of direct people management experience leading frontline teams. - You have owned operational performance metrics such as service level compliance, resolution time, escalation rates, and quality standards. - You have led implementation of operational improvements, including workflow redesign, tooling updates, or process standardization initiatives. - You have hands-on experience using and improving ticketing systems such as Intercom, or comparable platforms, including routing logic, automation, or artificial intelligence features. - You have handled complex merchant or customer escalations and driven cross functional resolution involving Product, Engineering, or Operations. We expect this position to be filled by May 1, 2026. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024. The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey **Compensation** The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others. To learn more about our benefits, visit our careers page here. See below for paid time off details: For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year. For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week). The national base pay range for this position within the United States, including Illinois and Colorado. ### $88,000 - $129,400 USD **About DoorDash** At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order food to a company that people turn to for any and all goods. DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more. **Our Commitment to Diversity and Inclusion** We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation. If you need any accommodations, please inform your recruiting contact upon initial connection. [Apply for this job](https://job-boards.greenhouse.io/doordashusa/jobs/7673597?ref=supporthuman.cx#app) ### Senior Manager, Personalized Support (Technical Account Management) URL: https://supporthuman.cx/jobs/senior-manager-personalized-support-technical-account-management/ Last updated: 2026-08-07T22:06:52.000Z ## [Twilio](https://www.twilio.com/en-us/company?ref=supporthuman.cx) | $141,520 - $208,000 **Steph's Notes:** Twilio has devoted a lot of resources to its Careers page and it shows. Twilio's mission is lofty yet focused and grounded, and its values are well-conceived. Their senior leadership team is gender-balanced, and their CFO and CPO are both female-presenting. So far so good! > *See yourself at Twilio* I always appreciate it when companies phrase their pitches to candidates in inviting ways, rather than with negative, aggressive language like "see if you have what it takes!" It's a small thing that ends up being a big indicator of company culture. > *The Sr. Manager will lead the Personalized Support teams composed of Managers of Technical Account Managers and Tech Leads. You will be a key member of the Personalized Support leadership team and will build bridges with the other functional teams across Twilio.* Love that they specify that you'll be managing managers and leads. I do wish they were clear about how many people you'd be overseeing, as that's an important number for leadership effectiveness and sustainability, but you can ask about it when interviewing. > *Create a culture that attracts and retains outstanding talent and partners with functional leadership to meet/exceed all operational targets.* Also a good sign that they specifically call out retaining talent. > *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!* I have to say, this is a great job to kick off this BJB batch. I'm really enjoying all these green flags. > *Able to work in a dynamic, ever changing environment with a strong bias toward action.* You were doing so well, Twilio! Given that your team clearly knows how to craft a job listing, I would expect you to be able to define what this means in the context of this team. I know you can do better than this! I think the above flag is a minor one in the greater context of the role, and the pay is excellent, so I'm pretty comfortable putting this in **Green Means Go**. **Note:** Twilio makes a point of noting that this role can't be hired in CA, CT, NJ, NY, PA, or WA. Twilio is also hiring for several other Support and adjacent roles around the world, so worth taking a look at their Jobs page. [Read this issue →](https://supporthuman.cx/p/16mar26-bad-job-bingo) --- ### Original Job Description: [Senior Manager, Personalized Support (Technical Account Management)](https://jobs.twilio.com/careers/job/1099551158867?domain=twilio.com&hl=en&ref=supporthuman.cx) Date posted 2026-01-08 Department Service, Support & Operations Location Remote - US **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 ](https://customers.twilio.com/?ref=supporthuman.cx)and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to [remote-first work](https://www.twilio.com/en-us/blog/open-work?ref=supporthuman.cx), 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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! **See yourself at Twilio** Join the team as Twilio’s next Senior Manager - Personalized Support (Technical Account Management)! **About the job** This position is needed to grow and oversee Twilio’s world-class Customer Support delivery within NAMER, aligned with one of our Direct Sales Verticals, collaborate with all of the functional teams within our larger GCS Org and provide managerial oversight for the Personalized Support managers & members (ie Managers of TAMs - Technical Account Managers and Tech Leads). **Responsibilities** The Sr. Manager will lead the Personalized Support teams composed of Managers of Technical Account Managers and Tech Leads. You will be a key member of the Personalized Support leadership team and will build bridges with the other functional teams across Twilio. In this role, you’ll: - Be responsible for the overall success of Twilio’s Personalized Support team, aligning with one of our NAMER Direct Sales Verticals. Responsibilities include scaling the team, meeting operational targets, increasing signups and revenue, and collaborating with the various leadership teams across the business. - Manage a team of Personalized Support Managers who manage Technical Account Managers aligned to supporting Personalized Support customers across a Sales Vertical. - Innovate and develop new ways to achieve high levels of customer satisfaction and operational efficiency. - Create a culture that attracts and retains outstanding talent and partners with functional leadership to meet/exceed all operational targets. - Drive the growth and scale of the Personalized Support US Western team. - Collaborate with Support and Services leaders across all time zones, and deeply integrate with other functional teams. **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:** - \[7\]+ years Customer Support / Post-Sales / People Management - Demonstrated leadership experience in building Customer Support teams, and working cross functionally in both managerial and collaborative capacities. - A strategic thinker, able to come up with out-of-the-box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics. - Must be a strong leader with the ability to attract, motivate, retain and develop managers and individual contributors across multiple functional areas. - Ability to influence and build bridges with peer teams, including those outside of the support organization. - Strong operational discipline with an analytical and process-oriented mindset. - Data-driven at your core: an analytical problem solver who can tackle big challenges with a sense of urgency. - Proven track record of meeting and exceeding goals and operational targets. - Strong oral and written communications skills. - Able to work in a dynamic, ever changing environment with a strong bias toward action. - Exceptional time management and organizational skills - Solid communication and interpersonal skills; ability to be personable yet persistent - Excellent problem-solving and analytical skills; developed business judgment - Hands-on experience with Salesforce and Zendesk and project management tools (i.e. Tableau, Airtable, G-Suite) **Desired:** - Experience in the financial services industry (banking services) or in health/life sciences is a plus. - Availability to work in East Coast or Central time zones. **Location** This role will be remote,but is not eligible to be hired in CA, CT, NJ, NY, PA, WA **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** The estimated pay ranges for this role are as follows: - Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. :$141,520.00 - $176,900.00. - Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $149,840.00 - $187,300.00. - Based in the San Francisco Bay area, California: $166,400.00 - $208,000.00. - 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. Applications for this role are intended to be accepted until April 10, 2026, 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](https://www.twilio.com/company/values?ref=supporthuman.cx). Additionally, we empower employees to build [positive change in their communities](https://twilio.org/support-and-resources/impact-fund?ref=supporthuman.cx) 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.](https://www.twilio.com/company/jobs?ref=supporthuman.cx#open-positions) **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. [Apply for this job →](https://jobs.twilio.com/careers/apply?pid=1099551158867&ref=supporthuman.cx) ### Founding Ops URL: https://supporthuman.cx/jobs/founding-ops/ Last updated: 2026-08-07T22:06:53.000Z ## [Terac](https://terac.com/careers?ref=supporthuman.cx) Another one that was reader-submitted. Thanks! > *Come build the search engine for human opinion.* I can literally go on any website right now and find someone's dumb opinion. You're reading my dumb opinion right now. Why are we doing this. > *$9M Funding* The internet was a mistake. > *From Terac's inception, we've been fascinated by a single idea: as agent-run companies emerge, they won't need employees, but they will still need people. Today, humans do most of the world's work with the help of AI. In a not so distant future, AI will do most work with the help of humans. Terac is the labor marketplace that will power this post-AGI future.* Please mercy-kill me before this future arrives, thanks. > *What We Do Today: We are an expert network powering frontier research by building the infrastructure layer that makes human labor accessible on-demand. Companies integrate with us via API to access our wide array of research-grade experts. We handle recruitment, verification, screening, and payouts so our partners can focus on building their products.* 1) What the everloving fuck does this even mean, and 2) This is just nine raccoons in a trenchcoat [like those guys at Builder.ai](https://restofworld.org/2025/builderai-ai-apps-downfall/?ref=supporthuman.cx), isn't it? > *Where We're Going: Over the course of human history, jobs have only become shorter and shorter term. In the stone age, you hunted or gathered your whole life. In the industrial era, you worked at one factory for 30 years. Now, on platforms like Uber, people take on dozens of micro-jobs per day. We believe this trend will continue and the need for AI-driven labor marketplaces will only grow.* I hate this so much, I don't have anything funny to say. > *How We Work: We're building something that matters. These are the principles that guide us.* This is fucking exhausting. I might need that mercy killing a little sooner. Their "values" are as boilerplate and shallow as you'd expect them to be, so I'm just skipping them. > *Terac helps teams reach faster research breakthroughs through our marketplace of verified experts. We are building agents to recruit, verify, and match 10,000s experts with 100s of research opportunities. We work with leading enterprises and are backed by top investors.* Is this company even AI? WHAT DOES THIS FUCKING MEAN > *We're looking for a founding operator to partner directly with the CEO to shape and scale the company’s core functions. You will work on the highest-priority problems in the company including managing customer relationships, building out the founding team, and ensuring nothing falls through the cracks. You're someone who thrives in ambiguity, has exceptional judgment, and can context-switch between strategic planning, tactical execution, and people operations.* I don't think they have any better idea of what Ops is supposed to do than they do about what their product actually is. > *Coordinate the delivery of our highest-value projects* > Work with the CEO to drive important business decisions > Oversee and orchestrate the work of 10,000s of experts on our platform 🎶 One of these things is not like the others, one of these things just doesn't belong 🎶 > *Work with our team six days a week in our San Francisco headquarters* I'm sorry what > *Background in consulting, finance, startups, or other operationally intense environments.* "You can be as clueless as us, it's fine." – Terac, apparently > *Comp - In-office six days per week* Is this supposed to be a benefit? I- This is just so very, deeply stupid. $9 million, guys. [Newsletter Issue](https://supporthuman.cx/p/09mar26-bad-job-bingo) --- ### Original Job Description: [Founding Ops](https://jobs.ashbyhq.com/terac/1f185bbb-fbca-4c4d-9bb8-2d58ad7bc6aa?ref=supporthuman.cx) **Terac: The Expert Network Powering Frontier Research** Location: San Francisco (in-person required) Terac helps teams reach faster research breakthroughs through our marketplace of verified experts. We are building agents to recruit, verify, and match 10,000s experts with 100s of research opportunities. We work with leading enterprises and are backed by top investors. **About the role:** We're looking for a founding operator to partner directly with the CEO to shape and scale the company’s core functions. You will work on the highest-priority problems in the company including managing customer relationships, building out the founding team, and ensuring nothing falls through the cracks. You're someone who thrives in ambiguity, has exceptional judgment, and can context-switch between strategic planning, tactical execution, and people operations. **You will:** - Coordinate the delivery of our highest-value projects - Work with the CEO to drive important business decisions - Oversee and orchestrate the work of 10,000s of experts on our platform - Ensure execution under demanding timelines - Diagnose bottlenecks, restructure workflows, and implement solutions that improve quality, throughput, and cost-efficiency. - Work with our team six days a week in our San Francisco headquarters **You have/are:** - Background in consulting, finance, startups, or other operationally intense environments. - Strong analytical and communication abilities; proven track record of managing complex projects. - Comfortable working directly with high-profile clients. - Excited by “gritty” process optimization and large-scale execution. **Comp** - In-office six days per week - Meaningful equity vested over four years - Bi-annual performance bonus structure - $15K relocation bonus (for moving to the Bay Area) - $10K housing bonus (if you live within 0.5 miles of our office) - In-office meals and snacks - Health, Dental, Vision insurance - 401(k) with company match Terac: The Expert Network Powering Frontier Research. [Apply for this job](https://jobs.ashbyhq.com/terac/1f185bbb-fbca-4c4d-9bb8-2d58ad7bc6aa/application?ref=supporthuman.cx) ### Technical Support Operations Manager URL: https://supporthuman.cx/jobs/technical-support-operations-manager/ Last updated: 2026-08-08T00:06:36.000Z Location: Broomfield ## [Recurly](https://recurly.com/careers/?ref=supporthuman.cx) | $128,000 - $135,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. Recurly's Careers page is at least inoffensive, if shallow. They list unexplained Values phrases followed by this, which again isn't objectionable so much as not terribly informative about their culture: > *Our values - Industry-changing ideas. Great customer experiences. New answers to recurring problems. They don't just happen on their own. Let's keep these good things growing.* I do like their focus on actually pitching themselves to candidates as a good place to work—that's refreshing, especially after the stinkers in BINGO and Seriously, Maybe Don't. > *As the Operations Manager, Global Support, you will help evolve Recurly’s Support organization into an AI-enabled, insight-driven operation while ensuring merchants receive a consistently excellent and technically accurate support experience. Your primary focus will be supporting the redesign and execution of the Tier 1 support model and helping modernize how Support scales across Recurly’s growing product suite.* This introduction to the role is thoughtful, specific, and concise. Excellent. Really like the "Why This Role Matters" section. It gives a clear window into what the role will need to accomplish, even before getting to the job duties, which adds helpful context that candidates can use to determine whether the role would be a good fit for their career goals and experience. > *Compensation range: $128,000 to $135,000* And the salary and benefits are great. I think we've got a **Green Means Go**! [Newsletter Issue](https://supporthuman.cx/p/09mar26-bad-job-bingo) --- ### Original Job Description: [Technical Support Operations Manager](https://apply.workable.com/recurly/j/1E9042092E/?ref=supporthuman.cx) **Description** As the Operations Manager, Global Support, you will help evolve Recurly’s Support organization into an AI-enabled, insight-driven operation while ensuring merchants receive a consistently excellent and technically accurate support experience. Your primary focus will be supporting the redesign and execution of the Tier 1 support model and helping modernize how Support scales across Recurly’s growing product suite. This role requires a highly technical, people-first leader who can balance operational improvement with hands-on coaching and execution. You will develop deep expertise in Recurly Management System (RMS), Commerce, and Engage, and help raise the technical bar across Support through enablement, process design, and strong cross-functional partnerships. **Why This Role Matters** Support is one of the most direct ways merchants experience Recurly. As the platform grows in complexity, Support must scale intelligently - leveraging AI, strong technical foundations, and operational discipline. This role helps ensure: - Tier 1 Support evolves into a modern, AI-enabled function delivering faster and more consistent outcomes. - Support teams maintain strong technical proficiency across RMS, Commerce, and Engage. - Support contributes meaningful operational data and insights to inform product and business decisions. - Recurly can scale support operations without sacrificing merchant experience or quality. **Responsibilities** - Support the transformation of Global Support toward an AI-enabled operating model, including execution of the Tier 1 Support redesign. - Implement Support AI initiatives such as automation, self-service, and AI-assisted agent workflows. - Build and maintain technical expertise in RMS, Commerce, and Engage; coach team members to strengthen their technical capabilities. - Lead, mentor, and develop Tier 1 Senior Support team members and Tier 1 Supervisor, focusing on performance, growth, and engagement. - Partner with Product and Engineering to stay aligned on roadmap changes and technical impacts to Support operations. - Support hiring, onboarding, and enablement programs with a strong focus on technical readiness. - Track and report operational metrics, trends, and insights to inform continuous improvement. - Drive scalable processes that improve efficiency while maintaining a high-quality merchant experience. - Support change management efforts and help teams adapt to new tools, processes, and workflows. **Requirements** - Experience supporting operational transformation in a technical Support or Customer Experience organization. - Experience implementing automation, AI tools, or process improvements at scale. - Strong technical aptitude with the ability to learn complex platforms and coach others. - Proven people manager with experience leading teams (experience leading managers is a plus). - Comfortable collaborating with Product and Engineering on technical topics. - Data-driven, organized, and focused on continuous improvement. - Excellent written and verbal communication skills. **Benefits** Compensation range: $128,000 to $135,000 As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance. **Other perks may include:** - 401(k) Retirement Plan and company match - Company equity - Flex Time Off - Company Events - Training/Development - Tuition reimbursement - Commuter benefits - Volunteer opportunities - Monthly internet stipend Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at talent@recurly.com ### A migraine-inducing issue URL: https://supporthuman.cx/p/a-migraine-inducing-issue/ Last updated: 2026-10-02T17:59:30.000Z Welcome to the first game of Bad Job Bingo that legit gave me a migraine, and it wasn’t even one of the terrible ones. Sorry for the short issue, but I need to wrap this up fast. I hope you enjoy! (I would normally update the job board at the same time as the newsletter, but unfortunately, that’s going to have to wait until tomorrow.) **Quick content warning**: I make a few jokes about death / get killed in the last job (Founding Ops, Terac). Please do skip it if needed. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Technical Support Operations Manager](https://www.jobs.supporthuman.cx/technical-support-operations-manager/?ref=supporthuman.cx) Recurly · $128k-$135k · Hybrid, US-Broomfield, CO Recurly's Careers page is at least inoffensive, if shallow. They list unexplained Values phrases followed by this, which again isn't objectionable so much as not terribly informative about their culture: > Our values - Industry-changing ideas. Great customer experiences. New answers to recurring problems. They don't just happen on their own. Let's keep these good things growing. I do like their focus on actually pitching themselves to candidates as a good place to work—that's refreshing, especially after the stinkers in BINGO and Seriously, Maybe Don't. > As the Operations Manager, Global Support, you will help evolve Recurly’s Support organization into an AI-enabled, insight-driven operation while ensuring merchants receive a consistently excellent and technically accurate support experience. Your primary focus will be supporting the redesign and execution of the Tier 1 support model and helping modernize how Support scales across Recurly’s growing product suite. This introduction to the role is thoughtful, specific, and concise. Excellent. Really like the "Why This Role Matters" section. It gives a clear window into what the role will need to accomplish, even before getting to the job duties, which adds helpful context that candidates can use to determine whether the role would be a good fit for their career goals and experience. > Compensation range: $128,000 to $135,000 And the salary and benefits are great. I think we've got a **Green Means Go**! ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Senior Support Supervisor](https://www.jobs.supporthuman.cx/senior-support-supervisor/?ref=supporthuman.cx) DoorDash · $88k-$129k · Remote, US-Tempe, AZ; Los Angeles, San Francisco, CA; NYC, NY My opinions about the gig economy aside (which are mixed—I see the benefits and the considerable downsides), DoorDash's Careers page hero is very, very red and legit hurts my eyes. > At DoorDash, we’re delivering innovative solutions that help local businesses thrive, Dashers earn, and consumers get what they need. When you join our team, you join our mission to grow and empower local economies. It’s not just about logistics, it’s the livelihood of neighborhoods. It’s not just to keep up in today’s world, but to pave the way ahead. This isn't about my opinion of gig work. This isn't about my opinion of gig work. This isn't about my opinion of gig work. Their job search page is, quite honestly, terrible. The search filters are cream text on a bright red background, and I now have a migraine from using it. This color scheme repeats on job pages, and I am genuinely miserable. Although I did manage to find (and will be linking to) a more tolerable version of the JD, this is going to have to be the last job I rate. I need to wrap this up quickly, but horrible design and accessibility choices aside, the role looks straightforward, even if I think the low range of the salary is a little too low (I'd ask about that when I'm interviewing). I think it's probably a decent **Eh, It's Probably Fine.** ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* None this week. ## **BINGO** *Welp.* #### [Associate Manager, Customer Experience](https://www.jobs.supporthuman.cx/associate-manager-customer-experience/?ref=supporthuman.cx) Ramp · $88k-$132k · Hybrid, US-Denver, CO; Miami, FL; NYC, NY, San Francisco, CA > We only hire builders Automatic BINGO! Damn, I don't think that's ever happened so fast. (It's the first thing you see on Ramp's Careers page). > Come here to solve hard problems, build without permission, and ship work you’re proud of. Sounds intense? It is. Oh yeah. Feeling good about that BINGO. > Work on hard problems with hardcore people. Our two founders, Eric and Karim, thought it’d be a good idea to write a letter persuading you not to apply. Jesus Christ, it's like they built this page just to hit every BJB entry as quickly as possible. > We’re a proud meritocracy. Titles and roles are the least interesting thing about Ramp employees. And last but not least: Pizza Fridays are tradition. Dinner is every night of the week. Every. single. entry. > See open positions Do I have to? Okay, fine. Keeping to the theme, the "About the Role" is just one long, gnarly red flag, but the job duties actually seem pretty straightforward. > What You Need - Ability to work evenings, weekends, and some holidays I really need the job market to recover even a little so that companies have to stop being so fucking terrible. > For candidates located in NYC or SF, the pay range for this role is $96,000 - $132,000\. For candidates located in all other locations, the pay range for this role is $88,000 - $121,000. That's not nearly enough money to endure what seems to be a ramp launching you straight into Burnout Land. **Note:** Ramp is also hiring for Customer Experience Agents, but I don't want to read about this company anymore. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Community Experience Specialist](https://www.jobs.supporthuman.cx/community-experience-specialist/?ref=supporthuman.cx) Fuel Cycle · $65k-$75k · Onsite, US-Los Angeles, CA This one was reader-submitted! (This will be a theme today.) From their Careers page: > Fuel Cycle unleashes the power of decision intelligence for legendary brands. We achieve this by enabling brands to rapidly capture and act on the mission-critical insights required to launch new products, acquire customers, and gain market share. So...legal(ish) spying, right? That's what this essentially is? > By leveraging the Research Engine, brands forge connections with their key audiences and harness actionable insights that drive confident business decisions. Oh yeah, definitely spying. > The values we live by - Our dedication to brands isn’t just professional, it’s personal. Sweetheart. Darling. Honey. The brands will never love you back. > Customer Obsessed - Our customers are the source of all value. We prioritize their needs ahead of anything else. What am I doing right now? Looking very nervously at the `Unsure if you're joining a cult or a company` BJB entry, that's what. > Team Before Self - We build Fuel Cycle together, no one person or group is responsible for overall success. I...don't get that from "Team Before Self," but okay. > Extreme Impact - We don’t do things just to do them. We do things to inspire brand evolution and progress. Extreme impact...on the brands. That derive all value, everywhere. That sounds like extreme sycophantism, not impact. > Endless Curiosity - Our growth never ends. Our passion for discovery & learning is critical to development. This just sounds like endless spying to me, but whatever. > Day in the life of a Fuel Cycler I'd say that sounds miserable already, and I don't want to know any more, but it's okay. They don't actually explain this at all, so...we're saved? > There are companies that don’t take providing a healthy work-life balance seriously. That’s not how we live at Fuel Cycle. We offer free food So you can stay at the office longer! How's that for work/life balance? > health insurance, retirement benefits, recharge days-the list goes on and on. Okay, go on then. Oh, that's all? Just the bare minimum? Cool. > Also, we have 11 paid holidays a year with extra recharge days per quarter. If you want to meditate, workout, take a vacation or moment to breathe, all employees have opportunity to relax! The point is, this we all need time away, time to play, and a work environment that’s designed to make life more fulfilling. That’s what you’ll have here at Fuel Cycle. ELEVEN WHOLE DAYS OFF? WOW! And absolutely no mention of PTO, but don't think about that! Think about the work environment that will make you wish desperately for home! Wait, no, don't think about that either. > A culture that drives change - We’re honored to be recognized for our culture where you can be who you are and surround yourself with passionate team members and top talent. Oh boy, here we go. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Screenshot_2026-03-09_at_9.36.53_PM.png) Hold on to your butts, y'all. This one's a doozy. "Incompetent hiring process (2 star) "Toxic environment with no real support from management" (1 star) "Poor Experience. Terrible Culture. Disorganized and Toxic — Proceed with Caution" (1 star) "Toxic Culture" (3.0) "You Will Be Overworked and Underappreciated" (1 star) I don't usually do this, but here's a choice selection from the actual reviews: "Relentless optimism despite dismal business results. I can only speak from personal experience, but there were substantial and significant differences between the job I accepted and the responsibilities assigned to me immediately upon joining." "The turnover speaks for itself — in the team I was part of, only one person remains from when I started. This is not a workplace that fosters growth or well-being, and prolonged exposure to the culture can take a serious toll on your mental health." "The product is unreliable and fails to perform as promised. Sales and executive teams routinely overpromise to close deals, leaving research and audience experience teams to clean up the mess. When things inevitably go wrong, there’s a culture of finger-pointing instead of accountability." "Like a frat party, all the way to the top. People VP didn't know what "neurodivergent" was. CEO, when asked about diversity, claimed "we're all immigrants at heart, are we not?" to insinuate that we did not need more diverse candidates." "This job will have an impact on your relationships - its hard to be married in this job because they expect you to work at all hours and be available at all hours." So this might be the first time that I'm not even going to look at the role. I'll include it like normal, just in case any of you are interested, but...I think the employees have done the rating for me. #### [Founding Ops](https://www.jobs.supporthuman.cx/founding-ops/?ref=supporthuman.cx) Terac · No comp given · Onsite, San Francisco, California, United States Another one that was reader-submitted. Thanks! > Come build the search engine for human opinion. I can literally go on any website right now and find someone's dumb opinion. You're reading my dumb opinion right now. Why are we doing this. > $9M Funding The internet was a mistake. > From Terac's inception, we've been fascinated by a single idea: as agent-run companies emerge, they won't need employees, but they will still need people. Today, humans do most of the world's work with the help of AI. In a not so distant future, AI will do most work with the help of humans. Terac is the labor marketplace that will power this post-AGI future. Please mercy-kill me before this future arrives, thanks. > What We Do Today: We are an expert network powering frontier research by building the infrastructure layer that makes human labor accessible on-demand. Companies integrate with us via API to access our wide array of research-grade experts. We handle recruitment, verification, screening, and payouts so our partners can focus on building their products. 1) What the everloving fuck does this even mean, and 2) This is just nine raccoons in a trenchcoat [like those guys at ](https://restofworld.org/2025/builderai-ai-apps-downfall/?ref=supporthuman.cx)[Builder.ai](https://builder.ai/?ref=supporthuman.cx), isn't it? > Where We're Going: Over the course of human history, jobs have only become shorter and shorter term. In the stone age, you hunted or gathered your whole life. In the industrial era, you worked at one factory for 30 years. Now, on platforms like Uber, people take on dozens of micro-jobs per day. We believe this trend will continue and the need for AI-driven labor marketplaces will only grow. I hate this so much, I don't have anything funny to say. > How We Work: We're building something that matters. These are the principles that guide us. This is fucking exhausting. I might need that mercy killing a little sooner. Their "values" are as boilerplate and shallow as you'd expect them to be, so I'm just skipping them. > Terac helps teams reach faster research breakthroughs through our marketplace of verified experts. We are building agents to recruit, verify, and match 10,000s experts with 100s of research opportunities. We work with leading enterprises and are backed by top investors. Is this company even AI? WHAT DOES THIS FUCKING MEAN > We're looking for a founding operator to partner directly with the CEO to shape and scale the company’s core functions. You will work on the highest-priority problems in the company including managing customer relationships, building out the founding team, and ensuring nothing falls through the cracks. You're someone who thrives in ambiguity, has exceptional judgment, and can context-switch between strategic planning, tactical execution, and people operations. I don't think they have any better idea of what Ops is supposed to do than they do about what their product actually is. > Coordinate the delivery of our highest-value projects . *Work with the CEO to drive important business decisions. Oversee and orchestrate the work of 10,000s of experts on our platform* — 🎶 One of these things is not like the others, one of these things just doesn't belong 🎶 > Work with our team six days a week in our San Francisco headquarters I'm sorry what > Background in consulting, finance, startups, or other operationally intense environments. — “ You can be as clueless as us, it's fine." *\--* Terac, probably > Comp - In-office six days per week Is this supposed to be a benefit? I- This is just so very, deeply stupid. $9 million, guys. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/may_god_have_mercy_on_your_soul-1.gif) ### Community Experience Specialist URL: https://supporthuman.cx/jobs/community-experience-specialist/ Last updated: 2026-08-07T22:06:59.000Z ## [Fuel Cycle](https://fuelcycle.com/careers/?ref=supporthuman.cx) | $65,000 - $75,000 This one was reader-submitted! (This will be a theme today.) From their Careers page: > *Fuel Cycle unleashes the power of decision intelligence for legendary brands. We achieve this by enabling brands to rapidly capture and act on the mission-critical insights required to launch new products, acquire customers, and gain market share.* So...legal(ish) spying, right? That's what this essentially is? > *By leveraging the Research Engine, brands forge connections with their key audiences and harness actionable insights that drive confident business decisions.* Oh yeah, definitely spying. > *The values we live by - Our dedication to brands isn’t just professional, it’s personal.* Sweetheart. Darling. Honey. The brands will never love you back. > *Customer Obsessed - Our customers are the source of all value. We prioritize their needs ahead of anything else.* What am I doing right now? Looking very nervously at the \`Unsure if you're joining a cult or a company\` BJB entry, that's what. > *Team Before Self - We build Fuel Cycle together, no one person or group is responsible for overall success.* I...don't get that from "Team Before Self," but okay. > *Extreme Impact - We don’t do things just to do them. We do things to inspire brand evolution and progress.* Extreme impact...on the brands. That derive all value, everywhere. That sounds like extreme sycophantism, not impact. > *Endless Curiosity - Our growth never ends. Our passion for discovery & learning is critical to development.* This just sounds like endless spying to me, but whatever. > *Day in the life of a Fuel Cycler* I'd say that sounds miserable already and I don't want to know any more, but it's okay. They don't actually explain this at all, so...we're saved? > *There are companies that don’t take providing a healthy work-life balance seriously. That’s not how we live at Fuel Cycle. We offer free food* So you can stay at the office longer! How's that for work/life balance? > *health insurance, retirement benefits, recharge days-the list goes on and on.* Okay, go on then. Oh, that's all? Just the bare minimum? Cool. > *Also, we have 11 paid holidays a year with extra recharge days per quarter. If you want to meditate, workout, take a vacation or moment to breathe, all employees have opportunity to relax! The point is, this we all need time away, time to play, and a work environment that’s designed to make life more fulfilling. That’s what you’ll have here at Fuel Cycle.* ELEVEN WHOLE DAYS OFF? WOW! And absolutely no mention of PTO, but don't think about that! Think about the work environment that will make you wish desperately for home! Wait, no, don't think about that either. > *A culture that drives change - We’re honored to be recognized for our culture where you can be who you are and surround yourself with passionate team members and top talent.* Oh boy, here we go. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Screenshot-2026-03-09-at-9.36.53---PM.png) Hold on to your butts, y'all. This one's a doozy. - "Incompetent hiring process (2 star) - "Toxic environment with no real support from management" (1 star) - "Poor Experience. Terrible Culture. Disorganized and Toxic — Proceed with Caution" (1 star) - "Toxic Culture" (3.0) - "You Will Be Overworked and Underappreciated" (1 star) I don't usually do this, but here's a choice selection from the actual reviews: - "Relentless optimism despite dismal business results. I can only speak from personal experience, but there were substantial and significant differences between the job I accepted and the responsibilities assigned to me immediately upon joining." - "The turnover speaks for itself — in the team I was part of, only one person remains from when I started. This is not a workplace that fosters growth or well-being, and prolonged exposure to the culture can take a serious toll on your mental health." - "The product is unreliable and fails to perform as promised. Sales and executive teams routinely overpromise to close deals, leaving research and audience experience teams to clean up the mess. When things inevitably go wrong, there’s a culture of finger-pointing instead of accountability." - "Like a frat party, all the way to the top. People VP didn't know what "neurodivergent" was. CEO, when asked about diversity, claimed "we're all immigrants at heart, are we not?" to insinuate that we did not need more diverse candidates." - "This job will have an impact on your relationships - its hard to be married in this job because they expect you to work at all hours and be available at all hours." So this might be the first time that I'm not even going to look at the role. I'll include it like normal, just in case any of you are interested, but...I think the employees have done the rating for me on this one. [Newsletter Issue](https://supporthuman.cx/p/09mar26-bad-job-bingo) --- ### Original Job Description: [Community Experience Specialist](https://fuelcycle.com/careers/?ashby%5Fjid=c6061eea-e2cc-48ee-9fac-bf8117166edb&ref=supporthuman.cx) **About Fuel Cycle:** Fuel Cycle empowers leading organizations with agile research solutions that deliver decision-ready insights — fast, flexible, and fully integrated. As a market research disruptor, our AI-powered Insights Platform is built for speed, precision, and scale. With cutting-edge tools and seamless audience connectivity, we help brands ditch the guesswork and make smarter, customer-led decisions at lightning speed. **Why work at Fuel Cycle?** Join a high-growth team where curiosity is valued, ownership is encouraged, and your work drives real-world impact. Whether you’re based at our Los Angeles HQ, New York City hub, working remotely across the U.S., or part of our global team in India, you’ll help shape the future of decision intelligence for some of the world’s most iconic brands. **Overview:** Fuel Cycle is seeking a motivated and client-focused Senior Account Manager to support the renewal and retention of an assigned book of business, primarily consisting of Minimal Motion accounts. In this role, you will manage ongoing client relationships, ensure satisfaction, and maintain strong renewal health across your portfolio. As a Senior Account Manager, your primary objective is to manage renewal execution and renewal health for your assigned accounts, working closely with your Director to ensure renewal readiness and alignment as well as identify light expansion opportunities when appropriate. You will act as a reliable client partner, guiding them on platform use, best practices, and research fundamentals to ensure long-term value. You will collaborate closely with internal teams to support project execution and ensure high-quality deliverables. This role focuses on executional excellence, renewal hygiene, and client value realization and is ideal for someone looking to grow into a more senior account management or strategic advisory position. You will gain exposure to Market Research, SaaS account management, and customer success methodologies while contributing to Fuel Cycle’s retention goals. This role reports directly to the Director, Customer Experience and operates within a vertical pod structure. You’ll collaborate cross-functionally with Research Excellence, Training & Enablement, Product, Marketing, and Operations to maintain client satisfaction and retention for your assigned accounts. Location: Los Angeles Work Arrangement: This is an onsite role requiring four days per week in the office, with one flexible remote day each week based on team needs. **Key Responsibilities:** **Renewal Management & Retention** - Own the execution and management of renewals for your assigned book of Minimal Motion accounts, partnering closely with the Director to ensure readiness, accuracy, and alignment, while meeting or exceeding renewal targets for your portfolio. - Maintain and track health of accounts using Salesforce, ChurnZero, Gong, and other internal tools. - Identify light growth signals (i.e, potential Upsell and Expansion) when aligned with client needs and identify risk signals, escalating appropriately to the Director for strategic evaluation. - Ensure clients understand the value of Fuel Cycle’s solutions and receive a consistent, high-quality experience. - Maintain accurate forecasting and documentation of renewal progress. **Client Partnership & Support** - Serve as the primary operational day-to-day point of contact for clients, offering consultative guidance within the scope of Minimal Motion portfolios. - Provide recommendations on research basics, platform usage, best practices, and how to achieve consistent value from Fuel Cycle. - Support proposal development and renewals with oversight from the Director. - Deliver clear and client-ready communications that reinforce trust and partnership. **Project Coordination & Execution Support** - Partner with Research Managers and Customer Solutions to ensure project expectations and deliverables are met for assigned accounts. - Monitor project timelines and communicate status updates to clients proactively. - Support resolution of minor issues or escalations, escalating strategic or commercial concerns to the Director, CX ensuring a smooth client experience. - Ensure proper documentation and adherence to the Account Director Playbook. **Relationship Building & Internal Collaboration** - Build positive, service-oriented relationships with key client stakeholders. - Coordinate with internal teams to ensure seamless delivery and client satisfaction. - Introduce SMEs or internal resources when needed to support account retention goals. - Participate in account planning discussions by contributing insights, renewal risk signals, and client health inputs to support Director-led planning. **Your Success Metrics:** - Achievement of assigned renewal rate targets for Minimal Motion accounts - Healthy account scoring and retention indicators (engagement, onboarding health, NPS, etc.) - High client satisfaction and limited escalations - Accurate forecasting and documentation in Customer Experience systems - Positive collaboration with Research, Product, CS, and Marketing teams **Who you’ll work with?** Research Excellence, Customer Solutions, Product, Marketing, and the Executive Leadership Team **Core Skills, Competencies & Attributes:** - Client Relationship Management - Ability to maintain strong client relationships, promote value realization, and support clients in navigating Fuel Cycle’s platform and services. - Customer-Centric Mindset - A service-oriented approach with a focus on client satisfaction and proactive communication. - Organizational & Project Management Skills - Capacity to coordinate projects, monitor timelines, and support delivery across multiple client engagements. - Communication Skills - Clear, professional communication—both verbal and written—tailored to client needs and internal collaboration. - Problem Solving - Ability to identify risks early within assigned accounts, troubleshoot basic issues, and escalate appropriately when more complex support is needed. - Attention to Detail - Strong documentation habits and ability to maintain accurate and up-to-date account information across systems. - Collaboration - Comfort working cross-functionally to deliver a smooth, cohesive client experience. - Adaptability - Ability to handle shifting priorities, evolving client needs, and a fast-paced environment with composure. - Technical Proficiency - Familiarity with SaaS platforms, customer success tools, and/or research technologies is preferred. Ability to quickly learn Fuel Cycle systems and workflows. **What You’ll Bring:** - 2–4 years of experience in Account Management, Customer Success, or Client Services within a SaaS, Market Research, or related environment. - Experience supporting a book of business and working toward renewal or retention goals. - Proven ability to manage ongoing client communications and maintain positive working relationships. - Familiarity with Salesforce, ChurnZero, or similar tools a plus. - Strong written and verbal communication skills with attention to detail. - Ability to collaborate effectively with internal teams across research, product, and operations. **Preferred, but Not Required** - Experience in market research fundamentals or working with research tools. - Prior exposure to project coordination or client reporting. - An interest in expanding skills in executional account management, research methodology, and SaaS client management, with exposure to strategic advisory over time. **Benefits & Perks:** - Fuel Cycle is committed to supporting the well-being, flexibility, and growth of our team. We offer a competitive and inclusive benefits package that includes: - Comprehensive Health Coverage: Medical, dental, and vision insurance plans - 401(k) with Company Match: Plan for your future with our retirement savings program - Equity Purchase Option: Participate in Fuel Cycle’s long-term success - Flexible Work Schedule: Empowering you to balance life and work **Generous Time Off:** - 15 vacation days and 7 sick days per year - 12 company holidays - 4 floating holidays/recharge days to rest or celebrate what matters to you - Paid Parental Leave: Time to bond with your growing family - Monthly Internet & Phone Stipend: Support for remote work setup - Wellness & Lifestyle Perks: Access to tools like Rightway (healthcare navigation), Headspace (mental wellness), Peloton (health & fitness), and more **Team Connection Perks:** - Weekly community lunches, refreshments, and snacks at our LA & NY headquarters - Pet-friendly office environments **Compensation Overview:** The expected starting salary range for this position is $80,000 - $90,000\. This range represents the typical starting compensation offered to candidates hired into this role. Final base salary will be determined based on a variety of factors, including location, work experience, skills, knowledge, education, and certifications. In addition to base salary, this role is eligible for a discretionary bonus with a target of 7% of base salary. Actual bonus amounts, if any, are determined at the company’s sole discretion and may vary based on individual performance, company performance, and market conditions. This role may also be eligible for an equity grant or purchase option. These components make up your total compensation package, which will be reviewed in greater detail during your initial recruiter conversation. **Commitment to Diversity, Equity, and Equal Opportunity:** At Fuel Cycle, we embrace the values of diversity, equity, and inclusion and are committed to fostering an inclusive company culture. We believe that everyone, regardless of their background or identity, should have equal access to opportunities for growth and advancement. Our selection processes and career pathways are designed to be fair, transparent, and free from bias. We value the unique perspectives and contributions of each team member, knowing that this diverse range of experiences strengthens our team. Fuel Cycle stands firmly against discrimination based on disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law. Fuel Cycle is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities, as needed, to enable them to perform the essential functions of their job and participate in the application and interview process. If you require accommodations during any part of the application process, please contact us at hr@fuelcycle.com to discuss your needs. [Apply for this job](https://jobs.ashbyhq.com/Fuel-Cycle/c6061eea-e2cc-48ee-9fac-bf8117166edb/application?embed=js&ref=supporthuman.cx) ### The price is wrong URL: https://supporthuman.cx/p/the-price-is-wrong/ Last updated: 2026-10-02T19:02:52.000Z ## News from Around Supportlandia ### The Price is Wrong Everyone who has spent the last two years being told that AI would slash customer service costs into oblivion might want to sit down for this one. [Gartner](https://www.cxtoday.com/contact-center/ai-customer-service-costs-exceed-human-agents-2030-gartner/?ref=supporthuman.cx) is now projecting that AI customer service will actually *exceed* the cost of human agents by 2030 — a finding reported by [CX Today's Rhys Fisher](https://www.cxtoday.com/contact-center/ai-customer-service-costs-exceed-human-agents-2030-gartner/?ref=supporthuman.cx) that should come as approximately zero surprise to anyone who has actually, you know, implemented AI in a support org. The math that looks great in a boardroom deck has a funny way of getting complicated once you factor in infrastructure, oversight, error correction, and the humans you still need to handle everything the AI can't. Which, it turns out, is a lot. This is why the "AI will replace your team and save you a fortune" pitch has always felt a little sus. As I’ve said ad nauseam, the cost of *bad* customer experience — churn, reputation damage, escalations — is even more expensive than the bot is.[1](#note-1) Which is not to say *don’t* implement AI in your support org — I actually just spent the last week building what’s basically a super-powered internal Claude agent to help our support team answer tickets. But the key here is that we know our customers and what our real needs are; we’re not just slapping an AI bot into our help center and calling it a day. Human judgment still matters, and if you’re going to spend the money on AI, make sure you’re spending it in the right place and for the right things. ### No more job spam If you’re a subscriber over at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx) (or have thought about subscribing but didn’t want to get inundated with jobs you’re not interested in), I have good news! I’ve figured out a way for you to get only the new jobs you want. Feel free to reply to this email with: - What [job discipline](https://www.jobs.supporthuman.cx/discipline/?ref=supporthuman.cx) you're looking for (Support, Success, Experience, etc.), - What [role level](https://www.jobs.supporthuman.cx/role-level/?ref=supporthuman.cx) you're looking for, and - What [type of role](https://www.jobs.supporthuman.cx/role-type/?ref=supporthuman.cx) you're looking for. I’ll make sure you get on the right mailing list. (Just make sure you’re subscribed first.) Hey, dear subscribers — you’re getting a cool thing that everyone else isn’t. The reason this week’s *Roundup* is late is that I’ve been working on something I think is both really cool and really useful: [The Support Human Career Suite](https://www.careersuite.supporthuman.cx/?ref=supporthuman.cx). It's totally free and will remain that way for as long as I can manage it. It offers: - An online, editable version of the **Bad Job Bingo Card**. - The **BJB Tracker** \-- a souped-up version of Bad Jog Bingo To-Go. - The **Job Queue** \-- the Trello board I was using to track my job search on steroids. - The **Brag Board** \-- a place to save your wins. It's not perfect yet (let's call it a beta), but I think it's at the point where it makes more sense to put it out there and see what's not working and what can be improved. If you find bugs or want a feature, please feel free to reply to this email (or if you’re in Support Driven or ElevateCX, you can just DM me). I'll do what I can to take care of them! ## And Now for Some Good News - [Jumana Darwazeh](https://www.linkedin.com/in/jumana-darwazeh-61b11b180/?ref=supporthuman.cx) was promoted to Subject Matter Expert in Customer Service at [CsMena](https://csmena.com/?ref=supporthuman.cx). - [Daniel Rose](https://www.linkedin.com/in/danielrosecxsuccess/?ref=supporthuman.cx) joined [Upbound](https://upbound.io/?ref=supporthuman.cx) as VP of Customer Experience. - [Jesus Taboada Foen](https://www.linkedin.com/in/jfoen/?ref=supporthuman.cx) joined [HubSpot](https://hubspot.com/?ref=supporthuman.cx) as a Customer Support Specialist. - [Sam Sorscher](https://www.linkedin.com/in/samanthasorscher/?ref=supporthuman.cx) joined [Canva](http://www.canva.com/?ref=supporthuman.cx) as [Pexels](https://www.pexels.com/?ref=supporthuman.cx) Head of Community. - [Ruslan Salimov](https://www.linkedin.com/in/private-ruslan-salimov/?ref=supporthuman.cx) joined [Mercuryo](https://mercuryo.io/?ref=supporthuman.cx) as Manager, Customer Support. - [Ryan Timm](https://www.linkedin.com/in/ryandtimm/?ref=supporthuman.cx) earned a Certified Digital Strategist certification from [Braze](https://www.braze.com/?ref=supporthuman.cx). - [M.C. Tanksley](https://www.linkedin.com/in/mctanksley/?ref=supporthuman.cx) earned a certification in [Community Manager - Core Skills](https://communitystrategyacademy.com/p/community-manager-core-skills?ref=supporthuman.cx) from Community Strategy Academy and completed a course in Meaningful Engagement from [Circle Academy](https://circle.so/academy?ref=supporthuman.cx). Well done to everyone — y’all killed it this week. ## Read, Watch, and Listen ### Read [Kenji Hayward](https://www.linkedin.com/in/kenjihayward/?ref=supporthuman.cx) wrote a rebuttal to the fear that [AI is coming for customer support jobs](https://www.linkedin.com/posts/kenjihayward%5Fanthropic-just-dropped-a-report-on-the-top-activity-7435727718723407872-PxwF?ref=supporthuman.cx). Worth bookmarking for the next time someone in your org starts catastrophizing. [Charlsie Niemiec](https://www.linkedin.com/in/charlsie-niemiec/?ref=supporthuman.cx) noticed all those very white, very male CEOs eating their own burgers — and [suggested what they should try next](https://www.linkedin.com/posts/charlsie-niemiec%5Fokay-the-ceos-have-all-eaten-the-burgers-activity-7436112218779291648-I5f4?ref=supporthuman.cx). No notes. [Alexandra Tarabour](https://www.linkedin.com/in/alexandratarabour/?ref=supporthuman.cx) [wrote about how easy it is for dating apps to become pattern-recognition exercises](https://www.linkedin.com/posts/activity-7435778419906392064-f4L7?ref=supporthuman.cx) when you work in fraud investigation. [Jess Coppinger](https://www.linkedin.com/in/jess-coppinger-%F0%9F%90%9D-9a229a106/?ref=supporthuman.cx) [is out here making noise](https://www.linkedin.com/posts/jess-coppinger-%F0%9F%90%9D-9a229a106%5Fmaking-sure-our-activity-7435873654112010240-3eS8?ref=supporthuman.cx), and, as a happy beehiiv customer, I for one am very glad she is. [Karen Lam](https://www.linkedin.com/in/karenklam/?ref=supporthuman.cx) wrote about [being the one who stays](https://www.linkedin.com/pulse/one-who-stays-from-karen-lam-jen-weaver-5qmse/?trackingId=w5fWeDv9R3qzPcxcUHzLzQ%3D%3D&ref=supporthuman.cx) in a guest post for The Customer Snapshot. [Rachel Provan](https://www.linkedin.com/in/rachelhprovan/?ref=supporthuman.cx) wrote about [the importance of doing the boring stuff](https://www.linkedin.com/posts/rachelhprovan%5Fwhen-i-was-a-kid-taking-piano-lessons-i-activity-7433946246811226112-5IF-?ref=supporthuman.cx). [Sue Duris](https://www.linkedin.com/in/sueduris/?ref=supporthuman.cx) challenged the current wisdom that [journey mapping is the foundation of CX](https://www.cmswire.com/customer-experience/should-you-move-on-from-customer-journey-mapping/?ref=supporthuman.cx) over at CMSWire. [Gerald Crawford](https://www.linkedin.com/in/gcrawford88/?ref=supporthuman.cx) asked [where does support belong?](https://www.linkedin.com/pulse/where-does-support-belong-case-giving-its-own-voice-gerald-crawford-cx0ae/?trackingId=mPf0GLcWTESj1wXUWVBtsw%3D%3D&ref=supporthuman.cx) and makes the case for giving it its own voice. [Tom Sweeney](https://www.linkedin.com/in/tom-sweeny-72510a/?ref=supporthuman.cx) breaks down [how support leaders can get credit for the strategic and revenue work their teams are already doing](https://www.linkedin.com/pulse/indispensable-growth-tom-sweeny-kzl3e/?trackingId=v0I7DQQ1S0mk7O8kYStuGw%3D%3D&ref=supporthuman.cx). ### Watch [The CX Files](https://www.youtube.com/@helpfeel-en/videos?ref=supporthuman.cx) interviewed [Lilli Gordon](https://www.linkedin.com/in/lilli-gordon/?ref=supporthuman.cx) about [how internal company culture directly impacts customer retention](https://www.youtube.com/watch?v=Lt55rCzc44Q&ref=supporthuman.cx). A subject after my own heart. [Alex Turkovic](https://www.linkedin.com/in/alexturkovic/?ref=supporthuman.cx) of [The Digital CX](https://www.youtube.com/channel/UCPvUoVKobuliaFf1-mZuwEQ?ref=supporthuman.cx) shared [how to transition a customer from a high-touch CSM relationship to a digital-first, self-serve model](https://www.youtube.com/watch?v=QKHrB73JIfE&ref=supporthuman.cx) without them feeling abandoned. A genuinely hard thing to do well. ### Listen [Mat Patterson](https://www.linkedin.com/in/mathewpatterson/?originalSubdomain=au&ref=supporthuman.cx) talked with [Derek Hales](https://www.linkedin.com/in/dhales/?ref=supporthuman.cx) of NapLab about [building customer trust in an industry defined by information asymmetry](https://www.helpscout.com/resources/supportive-podcast/naplab/?ref=supporthuman.cx) — part of Help Scout's series on their first customers. [Ben Whitelaw](https://www.linkedin.com/in/benwhitelaw/?ref=supporthuman.cx) and [Mike Masnick](https://www.linkedin.com/in/mmasnick/?ref=supporthuman.cx) recorded a [special episode of Ctrl-Alt-Speech on the three eras of content moderation](https://www.techdirt.com/2026/03/05/ctrl-alt-speech-the-content-moderation-eras-tour/?ref=supporthuman.cx) and what comes next. Essential listening right now. [Customer Support Leaders](https://www.customersupportleaders.com/podcast?ref=supporthuman.cx) talked to [Andrew Rios](https://www.linkedin.com/in/riosa/?ref=supporthuman.cx) of Cityside Fiber about [tailoring your coaching as your support team grows](https://www.customersupportleaders.com/podcast/292-tailoring-your-coaching-as-people-grow?ref=supporthuman.cx). Practical and specific in the best way. [Lindsay Tramel-Jones](https://www.linkedin.com/in/lindsay-tramel-jones-fierceified/?ref=supporthuman.cx) of [More Than a Brand](https://more-than-a-brand.captivate.fm/?ref=supporthuman.cx) talked about [why customer retention is the most underrated growth strategy for small businesses](https://more-than-a-brand.captivate.fm/episode/why-customer-retention-is-the-most-underrated-growth-strategy-for-small-businesses?ref=supporthuman.cx). ## Upcoming Events MAR 10 2pm PT Claude Code for CX + Ops Leaders Webinar hosted by [Lorikeet](https://www.lorikeetcx.ai/?ref=supporthuman.cx). [Register →](https://www.linkedin.com/events/7432436653207654401/?viewAsMember=true&ref=supporthuman.cx) MAR 10 AutogenAI, London, UK From Contribution to Influence - Using Your Strengths to Shape What Comes Next Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Register →](https://luma.com/5pxlpb8t?ref=supporthuman.cx) MAR 10–11 Convene, NYC, NY Customer Success Summit New York Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/supportnyc/register?ref=supporthuman.cx) MAR 11 11am PT Closing the Quality Loop with Training and Simulations Webinar hosted by [Intryc](https://www.intryc.com/?ref=supporthuman.cx), featuring [Alexandria Yip](https://www.linkedin.com/in/alexandriay/?ref=supporthuman.cx). [Register →](https://us06web.zoom.us/webinar/register/WN%5FSuAqHccyQlmBiVN6TW3KnQ?ref=supporthuman.cx) MAR 11 Convene, NYC, NY Chief Customer Officer Summit New York Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Request invite →](https://events.customersuccesscollective.com/location/cconewyork/register?ref=supporthuman.cx) MAR 12 2pm ET The AI Trust Gap in Support Online event hosted by [Hiver](https://hiverhq.com/?ref=supporthuman.cx), feat. [Karen Lam](https://www.linkedin.com/in/karenklam/?ref=supporthuman.cx) (Top Hat), [Christian Sokolowski](https://www.linkedin.com/in/christian-sokolowski-29453266/?ref=supporthuman.cx) (Rebuy Engine), [Sarah Caminiti](https://www.linkedin.com/in/sarah-caminiti-5827b784/?ref=supporthuman.cx) (SupportNinja), [Luke Via](https://www.linkedin.com/in/lukevia/?ref=supporthuman.cx) (Hiver). [Register →](https://stephanie-lundberg.ghost.io/ghost/?ref=supporthuman.cx) MAR 13 NYC, NY Community Led Growth MicroConf Hosted by [Tightknit](https://tightknit.ai/?ref=supporthuman.cx). [Tickets →](https://luma.com/clg?ref=supporthuman.cx) MAR 17 12pm ET A CCO’s view: How Ironclad elevates CX through B2B support Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.customersuccesscollective.com/practical-playbook-for-ai-driven-b2b-support/?ref=supporthuman.cx) MAR 18 5:00pm GMT Customer Success Conversation & Connection Market Halls Paddington, London, UK. Hosted by [Angela Scott](https://www.linkedin.com/in/angelajscottuk/?ref=supporthuman.cx). [Get on waitlist →](https://www.eventbrite.com/e/customer-success-conversation-connection-in-person-london-meet-up-tickets-1969274003556?aff=erelexpmlt&ref=supporthuman.cx) MAR 25 1:30pm EDT in NYC, NY Success Amplified: At The Top Executive forum hosted by [Women of Customer Success](https://www.womenofcustomersuccess.com/?ref=supporthuman.cx). Keynote by [Cassie Young](https://www.linkedin.com/in/cassyoung/?ref=supporthuman.cx). [Tickets →](https://luma.com/zn084o5v?ref=supporthuman.cx) ![LinkedIn post by Adam Karpiak: "Some people lost an hour. Winners adjust. Here's what daylight savings taught me about B2B sales." - LinkedIn, probably.](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/D0498761-1F1E-421C-9132-11F5DBC1CCE1_1_201_a.jpeg) 1. H/T [Aaron Burcell](https://www.linkedin.com/in/aaronburcell/?ref=supporthuman.cx) for surfacing this one. ### Customer Support Manager - Flex URL: https://supporthuman.cx/jobs/customer-support-manager-flex/ Last updated: 2026-08-07T22:07:01.000Z ## [Rippling](https://www.rippling.com/careers?ref=supporthuman.cx) | $110,925 - $130,500 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Two things matter in a job: challenging yourself every day and building something that matters. Really. Only those two things? Not pay? Not benefits? Not working conditions? Not treating people well? How are you an HR company? > Excuse the clutter. We’ve got a lot of things to celebrate, from workplace awards and hiring milestones to platform firsts. Alright, I guess we're doing this. Back to Glassdoor! - "High workload, limited recognition, and inequitable PTO policies" (1 star, from a Customer support specialist) - "High-Growth Environment with a Product You Can Get Behind" (5 stars) - "Scaling Revenue, Stagnant Rewards: A High-Growth Culture with Seed-Stage Benefits" (3 stars) - "A Grind but a Great Company" (4 stars) - "Disappointed" (2 stars, also from a Customer support specialist) Very much a mixed bag, but even the positive reviews talk about the "intense workload." Rippling's Careers page keeps saying things like "this isn't what matters, but here's a giant chart about the money we've raised anyway," and "headlines don't matter, but here's a bunch of nice stuff people have said about us," and it's the kind of faux-humility that I find very grating. And then there's the big, "There's so much more to our story!" with the only two options they give you being: "I'm an engineer" and "tell me about culture." That's a big 'ole yikes. Rippling's Leadership Principles are kinda ridiculous, and when they're not, they're just kinda shitty. Its leaders are right a lot? Really? They do at least separate benefits from perks, but that's not really enough to save my opinion of their offerings for prospective employees. > direct People Management of a Support team within a fast paced environment preferably at a SaaS company You are an HR company. Why can't you define what a fast-paced environment means? I'd think you'd be better at this. > Courage to challenge the status quo when logic and reason require it. See something broken? Fix it 1) Why would they need courage to bring things up at your company? 2) If logic and reason show something is wrong, why would someone need to challenge your company to change it? 3) You are aware that a lot of things that are broken inside systems can't be fixed by a single person, right? Despite the lackluster Careers page and what feel like rookie mistakes in the job description from what is – again – an HR company, the job itself is straightforward and the pay is appropriate, so I'm a little torn here. I'll be benevolent and put it in Tread Carefully. [Newsletter Issue](https://supporthuman.cx/p/02mar26-bad-job-bingo) --- ### Original Job Description: [Customer Support Manager - Flex](https://ats.rippling.com/rippling/jobs/61a7e9aa-68e0-45b6-84f2-4d664020e069?ref=supporthuman.cx) ### **About Rippling** Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system. Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds. Based in San Francisco, CA,[ Rippling has raised $1.4B+](https://www.rippling.com/careers?ref=supporthuman.cx#:~:text=GLOBAL%20EMPLOYEES-,%241.4B%2B,-RAISED%20TO%20DATE) from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes. We prioritize candidate safety. Please be aware that all official communication will only be sent from @[Rippling.com](http://www.rippling.com/?ref=supporthuman.cx) addresses. **About the role** The manager will lead a global team responsible for ensuring seamless operations, high customer satisfaction, and timely resolution of queries. This role requires strong analytical, operational, and leadership skills to manage complex processes and drive continuous improvement in accuracy, efficiency, and customer experience. The manager will collaborate closely with Finance, Product, and Customer Success teams to ensure all touchpoints reflect transparency, compliance, and customer trust. **What you will do** - Lead and manage the Support team to deliver high-quality customer support across multiple regions and time zones. - Oversee all customer interactions, including invoicing, payments, refunds, adjustments, and credit memos. - Design and implement scalable processes for issue resolution, SLA adherence, and escalation management. - Monitor and analyze KPIs such as ticket turnaround time and CSAT. - Collaborate with Finance, Engineering, and Product teams to identify and resolve recurring issues or process gaps. - Develop and maintain documentation, FAQs, and knowledge base articles to improve customer self-service. - Train and mentor team members to enhance domain knowledge and problem-solving capability. - Drive automation and system improvements to reduce manual interventions and improve accuracy. - Ensure compliance with internal controls, financial policies, and data security standards. **What you will need** - You have 2-4 years of professional experience with direct People Management of a Support team within a fast paced environment preferably at a SaaS company - Excellent communication, leadership, and stakeholder management skills. - Experience hiring and managing a distributed team - Strong organizational skills and the ability to multitask while helping multiple customers/team members at the same time - A data-driven approach to developing, tracking, and optimizing performance metrics - Proficiency with data analysis tools (ex: Microsoft Excel, Google Sheets) - Creative problem solvers who enjoys removing blockers for customers in support of the team - Courage to challenge the status quo when logic and reason require it. See something broken? Fix it - Empathy, the ability to recognize where a customer is coming from, and identify how Rippling can help them **Additional Information** Rippling is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email accommodations@rippling.com Rippling highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Rippling office), Rippling considers working in the office, at least three days a week under current policy, to be an essential function of the employee's role. This role will receive a competitive salary + benefits + equity. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here. A variety of factors are considered when determining someone’s compensation–including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed below. Base Pay Range : Tier 1 : $130,500 Tier 2 : $117,450 Tier 3 : $110,925 ### Technical Support Team Lead URL: https://supporthuman.cx/jobs/technical-support-team-lead/ Last updated: 2026-08-08T00:06:05.000Z Location: Denver ## [Grubhub](https://careers.grubhub.com/?ref=supporthuman.cx) | $67,496 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process. At least it's not "work hard, play hard." But...sigh. > Grubhub’s purpose is to connect diners and restaurants. To achieve this, we strive to create a workplace that reflects the diversity of our customers and the communities we serve. When you join our team, you become part of a values-driven community that works together to innovate, solve problems, take risks, grow, work hard and have a ton of fun in the process. Didn't...didn't we just do this? > Perks at Grubhub > Grublife - Our Culture Crew connects people through special events, volunteering opportunities and wellness activities. Some of our popular events include: Mindfulness break sessions, virtual workout classes, Bring your Child to Work Day, regular happy hours, and much, much more! This is the first thing in the list of "perks." "Meal perks & Grubhub+ Subscription" is second. Benefits are fourth. So that's Grubhub's Careers page. Not an awesome showing! Application is on Workday. My condolences. > One of our core values is We are Done When Everyone's Eating. Keep your fetishes to yourselves, my dudes. > When we solve a problem, we solve it end to end. \*snickers\* Sorry, sorry. > For this exciting and meaningful role we are looking for a data-driven leader who moves fast and gets things done. Oh, will the pay be exciting and meaningful? > Able to manage multiple projects simultaneously and thrive in a dynamic environment Sure, had to fit those red flags in somewhere. > Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you. THEN IT'S NOT HYBRID, IS IT GRUBHUB > Colorado: $32.45/hr Pitiful. I see they only care that you're eating at work. Go home to your family and be hungry, I guess. [Newsletter Issue](https://supporthuman.cx/p/02mar26-bad-job-bingo) --- ### Original Job Description: [Technical Support Team Lead](https://wonder.wd1.myworkdayjobs.com/en-US/Grubhub%5FCareers/job/Denver/Technical-Support-Team-Lead%5FJR100871?ref=supporthuman.cx) **About Grubhub** At Grubhub, we champion restaurants from coast to coast. Restaurants sit at the heart of communities. It’s our mission to strengthen their roots, deepen their connections, and increase the positive impact they have on people and society. Grubhub, part of Wonder, delivers the best local, authentic cuisine right to diners’ doors—and new customers and billions in revenue to local businesses. Featuring over 375,000 merchants in over 4,000 cities nationwide, our innovative technology, user-friendly platforms, and streamlined delivery capabilities have made us an industry leader in the world of online food ordering. Since we opened our doors in 2004, Grubhub has been opening doors all across the country. Bakery doors in Hyde Park, jibarito joint doors in Queens, and doors of opportunity all across the country. Join our team and help us open more. ### **About The Opportunity** Here at Grubhub we’ve been dedicated to giving merchants the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa). While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners food experience is memorable, restaurant owners get more business and individuals across the country looking for work can deliver the food from the restaurant to the diner flawlessly. One of our core values is We are Done When Everyone's Eating. When we solve a problem, we solve it end to end. We hold ourselves accountable for the final results, and we celebrate the true differences that we make. The Support Team Lead will be responsible for leading day-to-day operations of Grubhub Campus customer support team, managing both the internal and outsourced support teams. For this exciting and meaningful role we are looking for a data-driven leader who moves fast and gets things done. The ideal candidate has previous customer support experience in the on-demand economy and is passionate for representing our customers' voice to help better products and constantly improve our service. ### **The Impact You Will Make** - Lead the MO team; Create and refine policies to ensure superb and efficient service is provided to our merchants; work closely with cross-functional teams on support related initiatives - Track and iterate around key performance metrics to improve support quality for stakeholders and build a strong, satisfied customer base - Monitor and implement best practices to increase productivity and quality - Collaborate effectively across teams to escalate and resolve customer issues and priorities; own support tickets throughout resolution and serve as the highest escalation point in the support team. - Leverage data to refine staffing, set objectives, and drive changes as needed to meet those objectives - Make recommendations to Product and Engineering around feature requests and bugs as reported by users, serving as our customer voice - Manage team projects ### **What You Bring to the Table** - Bachelor's degree or equivalent experience - Passionate about improving customer experience by driving process improvements - Prior experience with support/operations; prior leadership experience is a big plus - Previous operating experience in an on-demand economy startup preferred - Ability to analyze data, draw accurate conclusions, and develop actionable recommendations - Able to manage multiple projects simultaneously and thrive in a dynamic environment - Highly organized and detail-oriented - Strong verbal, written, and presentation skills As a matter of company policy, Wonder does not sponsor applicants for employment visa status for this role. Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you. #LI-Hybrid Colorado: $32.45/hr. Wonder uses geographic-specific salary structures, which means the salary offered may vary depending on where the job is located. The final salary offer will take into account various factors, such as the candidate's skills, education, training, credentials, and experience. **Benefits** We offer a competitive salary package including equity and 401K. Additionally, we provide multiple medical, dental, and vision plans to meet all of our employees' needs as well as many benefits and perks that are not listed. **A Final Note** At Wonder, we believe that in order to build the best team, we must hire using an objective lens. We are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. If you have a disability, please let your recruiter know how we can make your interview process work best for you. **We look forward to hearing from you! We'll contact you via email or text to schedule interviews and share information about your candidacy**. ### Global Operations Director, Safety and Support URL: https://supporthuman.cx/jobs/global-operations-director-safety-and-support/ Last updated: 2026-08-25T06:00:44.000Z Location: San Francisco ## [Tea](https://www.teaforwomen.com/about?ref=supporthuman.cx) | $180,000 - $190,000 **Steph's Notes:** So there's no Careers page on Tea's website – just a markety About page. That's not a *great* sign. This means, of course, that I have to rate this job from LinkedIn. Which sucks for me, because, you know, more LinkedIn. LinkedIn also tells me it was reposted 3 days ago, which is...also not a great sign. *We’re seeking a seasoned Director of Global Operations, Safety and Support to lead the global strategy and day-to-day execution of our platform’s integrity, driving operational excellence while owning the management of a massive, multi-regional workforce that serves as the frontline for millions of users. While this role oversees the broader user experience, its primary mission is to serve as the global lead for platform integrity, scaled abuse prevention, and safety enforcement.* Woof, this just seems like...a lot. I personally think Tea would be better served by separating this into two roles – one for Global Support, and one for Trust & Safety. I'm worried whoever ends up in the role wouldn't be able to do either well if they have to do both. *You’ll manage a team of internal moderators, training and QA specialists, and large scale external BPO partners. This is a high impact leadership role that sits at the intersection of policy enforcement, incident response, and user support. You’ll be responsible for ensuring our community of women remains safe, and has the freedom to share openly about their dating experiences.* Yeah, I don't know guys. Any role where you have to ensure the safety of women on the internet is going to be tough, but one where you have to ensure the safety of women who are sharing information about dudes so they don't date psychopaths? That's a really, *really* tough job. I think maybe you want someone focusing just on that. > Lead a multi-layered organization, taking full ownership of everything from user safety, policy enforcement, and traditional customer support functions Woof. I know I'm just repeating that over and over, but...woof. But also, this role would report to the VP, Trust & Safety? What the helly is the VP doing? > Act as the ultimate escalation point for safety incidents, providing the executive team with root cause analysis and clear paths forward Partner with technical teams to build the next generation of our anti-abuse tools, while ensuring our support tech stack is actually helping agents solve problems faster I'm not saying there's no one out there in CX that has this experience, but I *am* saying that asking any one person to take this on is a bad idea. They're gonna burn out quick, or balls are gonna get dropped. You can *maybe* afford that in Support, but you absolutely cannot afford that in Trust & Safety. > Move our support organization beyond just “answering tickets”, putting in place programs that turn frontline feedback into actionable insights for the rest of the company > Manage a full lifecycle of BPO relationships; everything from initial RFP and onboarding to daily performance management and long term scaling fall in scope for your role > Navigate fast acting legislation and regulation, ensuring enforcement and data handling are always above board This is too much. This is just way too much. (ALSO WHAT IS THE VP DOING?) > Systematize our operations by drafting clear playbooks, updating moderation and support macros, and building a more resilient framework for enforcement Playbooks I can see*.* But support macros? Why is the Director of Global Operations writing support macros? > Who You Are You aren’t looking for a steady state, you’re looking for a challenge. Woof. > You’ve spent the last 5 years in the trenches of Trust & Safety or Platform Abuse operations with 5+ years managing people. Five years? That's all you want???? For the Director of Global Operations, Safety and Support of a very controversial dating and personal info swapping site???????? Is that what *seasoned* means to you???????????????? I mean, maybe they mean 5 years in T&S specifically, plus at least 5 years of management experience, meaning 10 years? But if so, they really should be clearer about that! That's a big difference! > We need a true builder. We need someone who can look at a blank page and see a global operations strategy. I know, there's someone out there who loves this kind of thing. But I can't help but read that as, "we have no idea what it takes to actually run Support or Trust & Safety in this space, and therefore we have unrealistic expectations for this role and have no idea how to meaningfully support it." ALSO WHAT IS THE VP DOOOOOING > If you’ve scaled BPO relationships from zero, worked cross functionally to ship safety tools, and have a passion for women’s safety, we want you to help us build this. That is a troublingly underwhelming list of requirements, and I have concerns. The pay range is just $180k-190k (for a remote preference in the Bay area!), which – why isn't the pay way more than that, considering the scope and responsibilities of the role? I don't know, y'all, I really don't. This *feels* like one of those (depressingly frequent) instances in Tech of founders thinking that having the engineering skills to build an app means that they're *experts* in the thing that app does, which is a problem for all of us not just when that thing actually, no-shit impacts people's lives but also because the founders are very rarely the ones experiencing the consequences. But maybe I'm just a crazy woman on the internet. [Newsletter Issue](https://supporthuman.cx/p/02mar26-bad-job-bingo) --- ### Original Job Description: [Global Operations Director, Safety and Support](https://www.linkedin.com/jobs/view/4359826877/?ref=supporthuman.cx) **Location:** Remote with preference for Bay Area **Reports to:** VP, Head of Trust & Safety About The Role We’re seeking a seasoned **Director of Global Operations, Safety and Support** to lead the global strategy and day-to-day execution of our platform’s integrity, driving operational excellence while owning the management of a massive, multi-regional workforce that serves as the frontline for millions of users. While this role oversees the broader user experience, its primary mission is to serve as the global lead for platform integrity, scaled abuse prevention, and safety enforcement. You’ll manage a team of internal moderators, training and QA specialists, and large scale external BPO partners. This is a high impact leadership role that sits at the intersection of policy enforcement, incident response, and user support. You’ll be responsible for ensuring our community of women remains safe, and has the freedom to share openly about their dating experiences. Key Responsibilities - Lead a multi-layered organization, taking full ownership of everything from user safety, policy enforcement, and traditional customer support functions - Act as the ultimate escalation point for safety incidents, providing the executive team with root cause analysis and clear paths forward - Partner with technical teams to build the next generation of our anti-abuse tools, while ensuring our support tech stack is actually helping agents solve problems faster - Move our support organization beyond just “answering tickets”, putting in place programs that turn frontline feedback into actionable insights for the rest of the company - Manage a full lifecycle of BPO relationships; everything from initial RFP and onboarding to daily performance management and long term scaling fall in scope for your role - Navigate fast acting legislation and regulation, ensuring enforcement and data handling are always above board - Systematize our operations by drafting clear playbooks, updating moderation and support macros, and building a more resilient framework for enforcement - Keep a pulse on emerging risks in the industry, from new types of cybercrime to evolving trends in platform abuse Who You Are You aren’t looking for a steady state, you’re looking for a challenge. You’ve spent the last 5 years in the trenches of Trust & Safety or Platform Abuse operations with 5+ years managing people. You have a track record of building teams and systems in high growth, high pressure environments where things change every week. We need a true builder. We need someone who can look at a blank page and see a global operations strategy. You should have a deep understanding of how abuse happens at scale, and the operational grit to lead a world class safety and support organization. If you’ve scaled BPO relationships from zero, worked cross functionally to ship safety tools, and have a passion for women’s safety, we want you to help us build this. [Apply for this job](https://www.linkedin.com/redir/redirect/?url=https%3A%2F%2Fapp.dover.com%2Fapply%2Ftea-for-women%2F0a6a6a82-6eb5-44e9-b947-6f472e02f8f6%3Frs%3D42706078&urlhash=YQn5&isSdui=true&lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fjob%5Fdetails%3BvlPpJnIFTUanGxVS7T93%2BQ%3D%3D&ref=supporthuman.cx) ### I'm just a crazy woman on the internet URL: https://supporthuman.cx/p/im-just-a-crazy-woman-on-the-internet/ Last updated: 2026-10-02T17:59:31.000Z A short issue today because a long weekend is turning into a long week, and I desperately need some sleep. But this was a fun little outlet! Hope y’all enjoy. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* None this week. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Customer Support Manager - Flex](https://www.jobs.supporthuman.cx/customer-support-manager-flex/?ref=supporthuman.cx) Rippling · $111k-$130k · Remote, US > Two things matter in a job: challenging yourself every day and building something that matters. Really. Only those two things? Not pay? Not benefits? Not working conditions? Not treating people well? How are you an HR company? > Excuse the clutter. We’ve got a lot of things to celebrate, from workplace awards and hiring milestones to platform firsts. Alright, I guess we're doing this. Back to Glassdoor! "High workload, limited recognition, and inequitable PTO policies" (1 star, from a Customer support specialist) "High-Growth Environment with a Product You Can Get Behind" (5 stars) "Scaling Revenue, Stagnant Rewards: A High-Growth Culture with Seed-Stage Benefits" (3 stars) "A Grind but a Great Company" (4 stars) "Disappointed" (2 stars, also from a Customer support specialist) Very much a mixed bag, but even the positive reviews talk about the "intense workload." Rippling's Careers page keeps saying things like "this isn't what matters, but here's a giant chart about the money we've raised anyway," and "headlines don't matter, but here's a bunch of nice stuff people have said about us," and it's the kind of faux-humility that I find very grating. And then there's the big, "There's so much more to our story!" with the only two options they give you being: "I'm an engineer" and "tell me about culture." That's a big 'ole yikes. Rippling's Leadership Principles are kinda ridiculous, and when they're not, they're just kinda shitty. Its leaders are right a lot? Really? They do at least separate benefits from perks, but that's not really enough to save my opinion of their offerings for prospective employees. > direct People Management of a Support team within a fast paced environment preferably at a SaaS company You are an HR company. Why can't you define what fast-paced environment means to you? I'd think you'd be better at this. > Courage to challenge the status quo when logic and reason require it. See something broken? Fix it 1) Why would they need courage to bring things up at your company? 2) If logic and reason show something is wrong, why would someone need to challenge your company to change it? 3) You are aware that a lot of things that are broken inside systems can't be fixed by a single person, right? Despite the lackluster Careers page and what feel like rookie mistakes in the job description from what is – again – an HR company, the job itself is straightforward and the pay is appropriate, so I'm a little torn here. I'll be benevolent and put it in Tread Carefully. ## **BINGO** *Welp.* #### [Technical Support Team Lead](https://www.jobs.supporthuman.cx/technical-support-team-lead/?ref=supporthuman.cx) Grubhub · $64k · Onsite, US-Denver, CO > When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process. At least it's not "work hard, play hard." But...sigh. > Grubhub’s purpose is to connect diners and restaurants. To achieve this, we strive to create a workplace that reflects the diversity of our customers and the communities we serve. When you join our team, you become part of a values-driven community that works together to innovate, solve problems, take risks, grow, work hard and have a ton of fun in the process. Didn't...didn't we just do this? > Perks at Grubhub > Grublife - Our Culture Crew connects people through special events, volunteering opportunities and wellness activities. Some of our popular events include: Mindfulness break sessions, virtual workout classes, Bring your Child to Work Day, regular happy hours, and much, much more! This is the first thing in the list of "perks." "Meal perks & Grubhub+ Subscription" is second. Benefits are fourth. So that's Grubhub's Careers page. Not an awesome showing! Application is on Workday. My condolences. > One of our core values is We are Done When Everyone's Eating. Keep your fetishes to yourselves, my dudes. > When we solve a problem, we solve it end to end. Sorry, sorry. > For this exciting and meaningful role we are looking for a data-driven leader who moves fast and gets things done. Oh, will the pay be exciting and meaningful? > Able to manage multiple projects simultaneously and thrive in a dynamic environment Sure, had to fit those red flags in somewhere. *Our hybrid model requires 3 days a week in the office. That said, many team members choose to come in more often to take advantage of in-person collaboration and connection. You're welcome—and encouraged—to be in the office up to 5 days a week if it works for you.* — THEN IT'S NOT HYBRID, IS IT GRUBHUB > Colorado: $32.45/hr Pitiful. I see they only care that you're eating at work. Go home to your family and be hungry, I guess. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Global Operations Director, Safety and Support](https://www.jobs.supporthuman.cx/global-operations-director-safety-and-support/?ref=supporthuman.cx) Tea · $180k-$190k · Remote, US So there's no Careers page on Tea's website – just a markety About page. That's not a *great* sign. This means, of course, that I have to rate this job from LinkedIn. Which sucks for me, because, you know, more LinkedIn. LinkedIn also tells me it was reposted 3 days ago, which is...*also* not a great sign. > We’re seeking a seasoned Director of Global Operations, Safety and Support to lead the global strategy and day-to-day execution of our platform’s integrity, driving operational excellence while owning the management of a massive, multi-regional workforce that serves as the frontline for millions of users. While this role oversees the broader user experience, its primary mission is to serve as the global lead for platform integrity, scaled abuse prevention, and safety enforcement. Woof, this just seems like...a lot. I personally think Tea would be better served by separating this into two roles – one for Global Support, and one for Trust & Safety. I'm worried whoever ends up in the role wouldn't be able to do either well if they have to do both. > You’ll manage a team of internal moderators, training and QA specialists, and large scale external BPO partners. This is a high impact leadership role that sits at the intersection of policy enforcement, incident response, and user support. You’ll be responsible for ensuring our community of women remains safe, and has the freedom to share openly about their dating experiences. Yeah, I don't know, guys. Any role where you have to ensure the safety of women on the internet is going to be tough, but one where you have to ensure the safety of women on the internet who are sharing information about dudes so they don't date psychopaths? That's a really, *really* tough job. I think maybe you want someone focusing just on that. > Lead a multi-layered organization, taking full ownership of everything from user safety, policy enforcement, and traditional customer support functions Woof. I know I'm just repeating that over and over, but...woof. But also, this role would report to the VP, Trust & Safety. What the helly is the VP doing? > Act as the ultimate escalation point for safety incidents, providing the executive team with root cause analysis and clear paths forward Partner with technical teams to build the next generation of our anti-abuse tools, while ensuring our support tech stack is actually helping agents solve problems faster I'm not saying there's no one out there in CX that has this experience, but I *am* saying that asking any one person to take this on is a bad idea. They're gonna burn out quick, or balls are gonna get dropped. You can *maybe* afford that in Support, but you absolutely cannot afford that in Trust & Safety. > Move our support organization beyond just “answering tickets”, putting in place programs that turn frontline feedback into actionable insights for the rest of the company . *Manage a full lifecycle of BPO relationships; everything from initial RFP and onboarding to daily performance management and long term scaling fall in scope for your role. Navigate fast acting legislation and regulation, ensuring enforcement and data handling are always above board* — This is too much. This is just way too much. (ALSO WHAT IS THE VP DOING?) > Systematize our operations by drafting clear playbooks, updating moderation and support macros, and building a more resilient framework for enforcement Playbooks I can see. But support macros? Why is the Director of Global Operations writing support macros? > Who You Are - You aren’t looking for a steady state, you’re looking for a challenge. — Woof. > You’ve spent the last 5 years in the trenches of Trust & Safety or Platform Abuse operations with 5+ years managing people. Five years? That's all you want???? For the Director of Global Operations, Safety and Support of a controversial dating and personal info swapping site???????? Is that what “seasoned” means to you???????????????? I mean, maybe they mean 5 years in T&S specifically, plus at least 5 years of management experience, meaning 10 years? But if so, they really should be clearer about that! That's a big difference! > We need a true builder. We need someone who can look at a blank page and see a global operations strategy. — I know, there's someone out there who loves this kind of thing. But I can't help but read that as, "we have no idea what it takes to actually run Support or Trust & Safety in this space, and therefore we have unrealistic expectations for this role and have no idea how to meaningfully support it.” ALSO WHAT IS THE VP DOOOOOING > If you’ve scaled BPO relationships from zero, worked cross functionally to ship safety tools, and have a passion for women’s safety, we want you to help us build this. That is a troublingly underwhelming list of requirements, and I have concerns. The pay range is just $180k-190k (for remite, but preference in the Bay area!), which – why isn't the pay way more than that, considering the scope and responsibilities of the role? I don't know, y'all, I really don't. This feels like one of those (depressingly frequent) instances in Tech of founders thinking that having the engineering skills to build an app means that they're then *experts* in the thing that app does, which is a problem for all of us not just when that thing actually, no-shit impacts people's lives but also because the founders are very rarely the ones experiencing the consequences when things go south. But maybe I'm just a crazy woman on the internet. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/CD5BA12A-D3FC-4AE3-B32D-1B5495D326F4_1_102.jpeg) ### Cry havoc and all that URL: https://supporthuman.cx/p/cry-havoc-and-all-that/ Last updated: 2026-10-02T19:02:53.000Z ## News from Around Supportlandia ### Batten down the hatches [VentureBeat’s](https://venturebeat.com/?ref=supporthuman.cx) Louis Columbus reported that [AI attackers had compromised 700 organizations through approved CX platforms like Salesloft](https://venturebeat.com/security/cx-security-gaps-ai-stack-blind-spots?ref=supporthuman.cx). The whole piece is worth reading, as Columbus identifies six common blindspots in the use or management of CX platforms (that are, alarmingly, not even that technically complicated), but this particular bit stood out to me for being painfully accurate (at least in my experience): > These six failures share a root cause: SaaS security posture management has matured for Salesforce, ServiceNow, and other enterprise platforms. CX platforms never got the same treatment. Nobody monitors user activity, permissions or configurations inside an experience management platform, and policy enforcement on AI workflows processing that data does not exist. When bot-driven input or anomalous data exports hit the CX application layer, nothing detects them. Because CX is often neglected as a company's expensive black sheep of business functions, orgs can be pretty loosey-goosey with their tools, and [CX agents often don’t get effective security and data privacy training](https://www.zendesk.com/blog/customer-service-statistics/?ref=supporthuman.cx). And AI companies themselves can be lax about security, even in their advertising; just last week on LinkedIn, [I talked about how dangerous it is](https://www.linkedin.com/posts/smlundberg%5Fi-just-saw-a-post-about-an-ai-tool-that-said-activity-7430276742604365824-BFDN?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) to encourage employees to adopt an AI tool without consulting their company’s IT team just because it’s free. This is why I say that, if you’re in CX, you're also in cybersecurity and trust and safety. We are the first and last defenders of our customers’ data and privacy, and we can’t assume that other teams will do this work for us. There are enough attack vectors in the evolving tech landscape as it is — we shouldn’t be one of them. ### Cry havoc, Claude [Anthropic confirmed to Time](https://time.com/7380854/exclusive-anthropic-drops-flagship-safety-pledge/?ref=supporthuman.cx) on Tuesday that the company has decided to “radically overhaul \[its Responsible Scaling Policy\],” including its “promise to not release AI models if Anthropic can’t guarantee proper risk mitigations in advance.” At the risk of repeating myself (I’ve written [several](https://supporthuman.cx/p/the-music-vs-the-machines/) [times](https://supporthuman.cx/p/tech-has-an-accountability-problem/) about [what a stupid idea this is](https://supporthuman.cx/p/danger-will-robinson-danger/)), but it is fucking bonkers that any AI company would forge head-first into innovation without stopping to determine whether that technology could cause serious harm to humans, but it is *especially* fucking bonkers for a company at the forefront of AI research and technology to do so, as Anthropic very much is. And it is *really* wild for them to make this decision for what are essentially revenue reasons, as chief science officer Jared Kaplain admitted in an interview with Time: > “We felt that it wouldn't actually help anyone for us to stop training AI models\[.\] We didn't really feel, with the rapid advance of AI, that it made sense for us to make unilateral commitments … if competitors are blazing ahead.” Anthropic tries to argue in its new RSP that this isn’t a matter of money, but instead one of safety: > “If one AI developer paused development to implement safety measures while others moved forward training and deploying AI systems without strong mitigations, that could result in a world that is less safe,” the new version of the RSP, approved unanimously by Amodei and Anthropic’s board, states in its introduction. “The developers with the weakest protections would set the pace, and responsible developers would lose their ability to do safety research.” This argument is rationalizing, self-serving, and frankly, bullshit. It *might* work if we, Anthropic’s customers, didn’t have any say in what AI models and tools we used, but we do. I don’t know about you, but if I needed to pick a bus to ride, I’m going to pick the one that isn’t going to drive me right off a cliff simply because that’s what all the other buses are doing. But it’s also bullshit for the simple reason that Anthropic clearly knows it’s bullshit: > Asked whether Anthropic was caving to market pressure, Kaplan argued that, in fact, Anthropic was making a renewed commitment to developing AI safely. “If all of our competitors are transparently doing the right thing when it comes to catastrophic risk, we are committed to doing as well or better,” he said. “But we don't think it makes sense for us to stop engaging with AI research, AI safety, and most likely lose relevance as an innovator who understands the frontier of the technology, in a scenario where others are going ahead and we're not actually contributing any additional risk to the ecosystem.” They don’t want to “lose relevance as innovators” (read: lose market share) by being more responsible and safe than their competitors, and somehow think this won’t introduce any more risk, but how can they be certain of this if they’re training Claude first and only thinking of mitigation measures afterward? (That “if all of our competitors are transparently doing the right thing” is also galling and doing a lot of heavy lifting — will Anthropic now only be as transparent as their competitors? Because if so, that’s a pretty low bar.) Look, I like Claude. It’s helped me do a lot of stuff that I otherwise might not have been able to do. But as someone with practical and ethical concerns about AI technology, I picked Claude *because* of Anthropic’s considered approach to AI development, not despite it. Anthropic was a leader in the AI space not just because of how powerful Claude can be, but also because it was a much-needed voice of reason. Giving up that voice in favor of making more money means also giving up that place as leader, and will only hurt Anthropic — and us — in the long run. ### That’s some great free speech you have there, be a shame if something happened to it In [a statement yesterday](https://about.netflix.com/en/news/netflix-declines-to-raise-offer-for-warner-bros?ref=supporthuman.cx), Netflix pulled out of the running to buy Warner Brothers, meaning that close Trump ally Larry Ellison or his son David [is set to own it, HBO, CNN, CBS, Paramount, Discovery, and a decent chunk of TikTok](https://www.techdirt.com/2026/02/27/with-netflix-retreat-trump-ally-larry-ellison-will-soon-own-warner-brothers-hbo-cnn-cbs-paramount-discovery-and-part-of-tiktok/?ref=supporthuman.cx). There’s no doubt this is part of a plan to gain control of a large share of American media ahead of the midterms, because what better way to influence the outcome than to own what’s said and reported about it? We can only hope that the Justice Department will block the merger, but, uh, [let’s just say I’m not holding my breath](https://www.npr.org/2026/02/27/nx-s1-5728865/warner-bros-paramount-ellison-family?ref=supporthuman.cx). Incidentally, if you’re a writer of any kind, it’s more important than ever to own your audience, and — if you can — your platform.[1](#note-1) Don’t rely on social media like TikTok, X, or LinkedIn to distribute and house your content. Doing so was ill-advised even before Trump, and it’s a disaster waiting to happen now. ## And Now for Some Good News A light week for career news, but I think everyone is just as swamped as I am. 😅 - [Juskiran Chadha](https://www.linkedin.com/in/juskiranchadha/?ref=supporthuman.cx) joined [Credit Karma (Intuit)](https://www.intuit.com/?ref=supporthuman.cx) as a Principal Customer Experience Professional. - [Michaela Kimber](https://www.linkedin.com/in/michaela-kimber-3b599a10/?ref=supporthuman.cx) joined [Leadoo](https://leadoo.com/?ref=supporthuman.cx) as Head of Customer Success. - [Chad Horenfeldt](https://www.linkedin.com/in/chadhorenfeldt/?ref=supporthuman.cx) earned an Introduction to P&L Fluency certification from [Pavilion](https://www.joinpavilion.com/?ref=supporthuman.cx). ## Read, Watch, and Listen ### Read [Erica Beyea](https://www.linkedin.com/in/ericabeyea/?ref=supporthuman.cx) wrote a great piece for KnowledgeOwl [explaining important frameworks in knowledge management](https://www.knowledgeowl.com/blog/posts/service-knowledge-management?ref=supporthuman.cx) (like KCS and SKMS). [Coley Logan](https://www.linkedin.com/in/coleylogan/?ref=supporthuman.cx) shared a short but important [reminder for companies requiring in-office work in San Francisco](https://www.linkedin.com/posts/coleylogan%5Fa-reminder-for-any-company-requiring-in-office-activity-7432647675889762304-YMZ2?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). [Anil Dash](https://www.linkedin.com/in/anildash/?ref=supporthuman.cx) gave us some [concrete actions we can take to limit AI’s harms against children](https://www.anildash.com/2026/02/23/taking-action-ai-harms/?ref=supporthuman.cx). Wired’s Steven Levy wrote that [Wall Street is suffering from AI psychosis](https://www.wired.com/story/wall-street-has-ai-psychosis/?ref=supporthuman.cx). (I haven’t even defined it, but I already know you’re nodding your head). If you need something to spark joy, [Craig Stoss](https://www.linkedin.com/in/cstoss/?ref=supporthuman.cx) made a delightful site where you (or, you know, your toddler) [can keysmash](https://www.stoss.ca/smash/?ref=supporthuman.cx). That my favorite [Mercer](https://www.linkedin.com/in/smithmercer/?ref=supporthuman.cx) [got her white sauce](https://www.linkedin.com/posts/smithmercer%5Fyesterday-i-ordered-halal-and-they-didnt-activity-7430340425573445632-DDc1?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) is a win for us all. ### Watch [Bee Gagliardi](https://www.beegagliardi.com/?ref=supporthuman.cx) took a look at [1Password’s customer journey](https://www.beegagliardi.com/writing/1password-cx-review?ref=supporthuman.cx). In the inaugural episode of [Support Stack Solo](https://www.youtube.com/playlist?list=PLEMxn%5FBnZO%5FKw-xrvywHLqxQku-IqMIP2&ref=supporthuman.cx), [Conor Pendergrast](https://www.linkedin.com/in/conorpendergrast/?ref=supporthuman.cx) asked [whether you’re building the wrong Fin procedure first](https://www.youtube.com/watch?v=aqBtCvpXNcg&ref=supporthuman.cx). Sam Altman[ called his mother (again)](https://www.linkedin.com/posts/reneeeshaw%5Fopenai-founder-calls-his-mom-again-activity-7432338063302918144--m6X?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). Decorated Olympic athlete Eileen Gu [takes us into her head](https://www.linkedin.com/posts/markalansamuel%5Fone-of-the-best-takes-ive-ever-listened-activity-7432147781265547264-1zET?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). (I’m normally not a sports person, but I love how she articulates things and strive to match her smarts.) ### Listen Topically, [Ctrl-Alt-Speech](https://ctrlaltspeech.com/?ref=supporthuman.cx) talked to Casey Newton (of [Platformer](https://www.platformer.news/?ref=supporthuman.cx) fame) about, among other things, [Anthropic dropping its safety pledge and its battle with the Department of Defense over how its AI models are used](https://podcast.ctrlaltspeech.com/2315966/episodes/18757776-let-fly-the-claudes-of-war-with-casey-newton?ref=supporthuman.cx).[2](#note-2) ## Upcoming Events FEB 28 11:00am ET How to Start a Career in Community Management Online event hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [RSVP →](https://events.cmxhub.com/events/details/cmx-ilorin-presents-how-to-start-a-career-in-community-management/?ref=supporthuman.cx) MAR 2 10am ET CX Virtual Summit Online event hosted by [Instant Teams](https://instantteams.com/?ref=supporthuman.cx). [Register →](https://instantteams.wistia.com/live/events/rsu50xq23z?ref=supporthuman.cx) MAR 3 5:30pm PT Beyond the Basics: AI in GTM Intercom office, San Francisco, CA. Hosted by [Customer Success Meetup](https://community.customersuccessmeetup.com/?ref=supporthuman.cx). [Register →](https://community.customersuccessmeetup.com/public/events/beyond-the-basics-ai-in-gtm-qfygbgnke3?ref=supporthuman.cx) MAR 4 3pm ET What High-Performing CX Teams Automate (and What They Never Will) Hosted by [Front](https://front.com/?ref=supporthuman.cx), feat. [Kevin Yang](https://www.linkedin.com/in/yangkevin/?ref=supporthuman.cx) (Front), [Alyssa Medina](https://www.linkedin.com/in/alyssaedelman/?ref=supporthuman.cx) (Fathom). [Register →](https://events.front.com/register/8389c0d6-36e8-4007-b059-0e9744313f8d/?ref=supporthuman.cx) MAR 6 1pm ET Frameworks, Not Guesswork: Making Better Decisions with AI Online event hosted by [ElevateCX](https://elevatecx.co/?ref=supporthuman.cx), feat [Alex Hong](https://www.linkedin.com/in/alex-j-hong?ref=supporthuman.cx) (Syncly), [Chrissy Sebald](https://www.linkedin.com/in/chrissysebald?ref=supporthuman.cx) (Boldr), and [Erica Clayton](https://www.linkedin.com/in/e-clayton?ref=supporthuman.cx) (Forethought). [Register →](https://us02web.zoom.us/webinar/register/WN%5FcTErpcHwTzCGfoDbPtmkxA?ref=supporthuman.cx) MAR 10 AutogenAI, London, UK From Contribution to Influence - Using Your Strengths to Shape What Comes Next Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Register →](https://luma.com/5pxlpb8t?ref=supporthuman.cx) MAR 10–11 Convene, NYC, NY Customer Success Summit New York Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/supportnyc/register?ref=supporthuman.cx) MAR 11 Convene, NYC, NY Chief Customer Officer Summit New York Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Request invite →](https://events.customersuccesscollective.com/location/cconewyork/register?ref=supporthuman.cx) MAR 12 2pm ET The AI Trust Gap in Support Online event hosted by [Hiver](https://hiverhq.com/?ref=supporthuman.cx), feat. [Karen Lam](https://www.linkedin.com/in/karenklam/?ref=supporthuman.cx) (Top Hat), [Christian Sokolowski](https://www.linkedin.com/in/christian-sokolowski-29453266/?ref=supporthuman.cx) (Rebuy Engine), [Sarah Caminiti](https://www.linkedin.com/in/sarah-caminiti-5827b784/?ref=supporthuman.cx) (SupportNinja), [Luke Via](https://www.linkedin.com/in/lukevia/?ref=supporthuman.cx) (Hiver). [Register →](https://stephanie-lundberg.ghost.io/ghost/?ref=supporthuman.cx) MAR 13 NYC, NY Community Led Growth MicroConf Hosted by [Tightknit](https://tightknit.ai/?ref=supporthuman.cx). [Tickets →](https://luma.com/clg?ref=supporthuman.cx) MAR 17 12pm ET A CCO’s view: How Ironclad elevates CX through B2B support Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.customersuccesscollective.com/practical-playbook-for-ai-driven-b2b-support/?ref=supporthuman.cx) MAR 18 5:00pm GMT Customer Success Conversation & Connection Market Halls Paddington, London, UK. Hosted by [Angela Scott](https://www.linkedin.com/in/angelajscottuk/?ref=supporthuman.cx). [Get on waitlist →](https://www.eventbrite.com/e/customer-success-conversation-connection-in-person-london-meet-up-tickets-1969274003556?aff=erelexpmlt&ref=supporthuman.cx) MAR 25 1:30pm EDT in NYC, NY Success Amplified: At The Top Executive forum hosted by [Women of Customer Success](https://www.womenofcustomersuccess.com/?ref=supporthuman.cx). Keynote by [Cassie Young](https://www.linkedin.com/in/cassyoung/?ref=supporthuman.cx). [Tickets →](https://luma.com/zn084o5v?ref=supporthuman.cx) ![A tumblr post by lawschoolruinedme: Potential Client: Why should I pay for this? What's the difference between your services and these online AI tools? Me, a Lawyer with ~10 Years Experience: First of all, my hallucinations are managed by medication](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/33A3F2C0-C29B-46E4-A8DC-6BA521CFB89C_1_201_a.jpeg) 1. I don’t own my platform ([I use beehiiv](https://www.beehiiv.com/?via=Stephanie-Lundberg&ref=supporthuman.cx)), but that’s only because this isn’t my main gig. If I needed to, I could switch very easily to a self-hosted Ghost site. If you can’t own your platform, the next best thing is a quick-to-execute backup plan. 2. I picked the title for my coverage of Anthropic’s new RSP (Cry havoc, Claude) before I listened to the podcast, so I’m keeping it. But I’m not surprised that we both found [that quote](https://nosweatshakespeare.com/quotes/famous/cry-havoc-let-slip-dogs-war/?ref=supporthuman.cx) imminently appropriate. ### Senior Manager, CX Strategy & Operations URL: https://supporthuman.cx/jobs/senior-manager-cx-strategy-operations/ Last updated: 2026-08-25T06:00:45.000Z ## [Dandy](https://www.meetdandy.com/careers/?ref=supporthuman.cx) | $149,325 – $181,000 **Steph's Notes:** > Help us redefine dentistry - We’re transforming the antiquated $400B global dental industry. Can we end this balloon ride now? I'm cold and I'm tired and I want a nap. Also, you owe me a nickel. > Revolutionizing dental care You get a revolution! And you get revolution! Everyone gets a revolution! (Sadly, not that kind of revolution.) > At Dandy, we believe in shared success – when the the business wins, our employees do too. Actually, I think it's the other way around, my dudes. (Vive la révolution!) > Our co-founders’ mission to transform dentistry - We’re building more than a business—we’re transforming an industry by scaling custom manufacturing through advanced technology and putting our customers at the core of everything we do. Join us in delivering an experience unlike anything dentistry has seen before. We've rapidly ascended through the atmosphere and are now in the cold, dead vacuum of space. (Also, I'm implementing a hyperbole surcharge. You now owe me a nickel \*and\* a quarter.) > Shape the future of dentistry OH MY GOD, ENOUGH, WE GET IT > Be an Owner - Dandy belongs to each of us. Does it, though? > Take initiative and find solutions, not excuses. \[...\] Take responsibility for your mistakes often and transparently. Be an owner, not a renter. VIVE LA RÉVOLUTION!!!! > Operate at the lowest level of detail. Work with precision and understand all of the inputs to your systems *Highest.* I think you mean the *highest* level of detail. Maybe we're *all* getting weird from the lack of oxygen. (I've fully lost track of the theme/jokes here. Whatever. I'm real tired.) > Backed by some of the world’s leading venture capital firms Because what I really want in my mouth is venture capital > Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operations So you want strategic strategy? > to join our rapidly growing venture-backed company. Yeah. Venture-backed dentures. Got it. > The Customer Experience team is responsible for delivering exceptional customer experience ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/this-broke-me.gif) The role introduction, the responsibilities, and the requirements - they all repeatedly repeat themselves. I have to believe this JD was written by AI. I have to. > Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels; executive presence In the context of the job description, this is really freaking funny. I don't know why I'm being so mean to this company, other than the fact that they just sound super fucking goofy. But the pay seems fine, and if you boil this job down to the five basic things they're looking for, it makes sense. I'm not even sure how to rate this. I guess I'm putting it in **Seriously, Maybe Don't** for how crazy I feel. [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Senior Manager, CX Strategy & Operations](https://www.meetdandy.com/careers/job/?ashby%5Fjid=406cff0c-0af4-4126-aa17-a2cd3e848907&ref=supporthuman.cx) Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients. Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operations to join our rapidly growing venture-backed company. The Customer Experience team is responsible for delivering exceptional customer experience and support across clinical and non-clinical teams. In this role, you will be the critical link between the strategic vision of the Customer Experience organization and its flawless execution. This role requires a leader with a strong blend of strategic thinking, operational and analytical rigor, and cross-functional leadership. You will be responsible for designing, implementing, and optimizing the processes and systems that enable the Dandy support to scale efficiently, deliver world-class customer experiences, and drive measurable business outcomes. You will partner closely with CX leadership, CX support teams, Business Systems, Product, and other cross-functional teams impacting the customer experience to ensure our support teams deliver world-class customer outcomes. **What You’ll Do** - Strategic Initiatives: Lead the planning, scoping, and management of high-priority, cross-functional strategic initiatives and programs (e.g., international expansion, AI-driven productivity systems). - Process Design & Improvement: Identify, map, and optimize core CX processes to improve efficiency, reduce friction, and enhance the overall customer and employee experience. Write SOPs and coordinate launch of new processes. - Scalability & Efficiency: Design and operationalize mechanisms, frameworks, and standardized playbooks that enable the CX organization to scale efficiently with business growth. - Root Cause Analysis: Leverage qualitative and quantitative data to conduct deep-dive analysis on customer pain points, identify root causes, and translate insights into prioritized, actionable recommendations for training, product, and process improvements. - Insights: Develop insights from customer feedback and success metrics to influence CX and partner teams’ roadmaps, service offerings, and improvement opportunities - Quality Management: Develop and execute a quality program to consistently deliver positive customer outcomes. Identify quality gaps and partner with Enablement to define training and development roadmaps. - Cross-functional Partnership: Partner closely with stakeholders in Customer Success, Operations, Product, Business Systems **What We’re Looking For** - 8+ years in a Strategy & Operations, Business Operations, or Management Consulting role within a Customer Experience (CX) or Customer Success (CS) organization in a high-growth technology environment. - Strategic systems thinker: Proven ability to design and implement scalable and repeatable systems to solve complex organizational challenges, ensuring solutions can grow with the needs of a large, distributed workforce. - Project management skills: Proven track record of designing, leading, and executing complex, cross-functional programs and strategic initiatives from concept to completion. - Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels; executive presence - Customer-centric mindset: Understand how an effective support team drives customer satisfaction and retention - Process Orientation: Experience with process improvement methodologies (e.g., Lean, Six Sigma) and agile project management. - Data-Driven Decision Making: Comfort using large data sets to evaluate effectiveness and identify gaps; create hypotheses, test solutions, and measure business impact. - Collaborative, adaptable, and fast: Comfortable in a fast-paced, cross-functional environment; able to navigate ambiguity and deliver value in a highly-crossfunctional environment **Bonus Points For** - Experience in healthcare, dental, or medical technology organizations - Background in clinical workflows or digital health technology - Expertise in CX platforms (e.g., Zendesk, Salesforce Service Cloud, Gainsight, Qualtrics) - Experience establishing and scaling international multi-lingual support teams - Deep understanding of customer journey mapping and design thinking methodologies - Proficiency in data analysis, modeling, and reporting using tools like SQL - MBA or Master's degree in a relevant field **Req ID:** J-798 For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work. Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics. Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit [Dandy Careers](https://www.meetdandy.com/careers/?ref=supporthuman.cx) for more! Data Privacy Notice: By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes in accordance with our [Privacy Policy](https://www.meetdandy.com/privacy-policy/?ref=supporthuman.cx) and GDPR regulations. You have the right to access, rectify, or request the deletion of your data at any time by contacting [Privacy Requests](https://www.meetdandy.com/privacy-requests/?ref=supporthuman.cx). **Benefits & compensation** - $149,325 – $181,000 • Offers Equity Actual compensation for roles will vary based on factors including the candidate's location, skills, qualifications, and experience. Please note that compensation listed for U.S.-based roles applies only to candidates working in the United States. Candidates located outside the U.S. will have regionally adjusted compensation. [Apply for this job](https://www.meetdandy.com/careers/job/?ashby%5Fjid=406cff0c-0af4-4126-aa17-a2cd3e848907&ref=supporthuman.cx#form) ### Community Enablement Lead URL: https://supporthuman.cx/jobs/community-enablement-lead/ Last updated: 2026-08-07T22:07:09.000Z ## [Stripe](https://stripe.com/jobs?ref=supporthuman.cx) | $119,300 - $178,900 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This seems like an interesting Community role with a sizeable dash of Education, and I see no flags. Pay is great. Green Means Go! [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Community Enablement Lead](https://stripe.com/jobs/listing/community-enablement-lead/7442804?ref=supporthuman.cx) ### **Who we are** ### About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ### About the team The Stripe Community Team brings businesses together to exchange strategies, form valuable relationships, and discover new ways to succeed with, and beyond, Stripe. ### What you’ll do The Community Enablement Manager will create content and initiatives to enable Stripe Community Builders, passionate Stripe users who launch and lead the groups that make up the Stripe Community. They will resource Community Builders at scale to help them foster strong communities and to engage those communities around Stripe’s products. ### Responsibilities - Craft resources that help Stripe Community Builders engage their communities around key Stripe Products and messages, partnering closely with cross functional partners like Product Marketing and Comms. - Develop initiatives that coach Stripe Community Builders to increase their knowledge of Stripe and stay up to date on our latest launches. - Create and own ongoing touch points that support and enable Stripe Community Builders at scale such as newsletter or virtual events. - Empower and support Stripe employees to participate in Community events and represent Stripe. ### Who you are We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. ### Minimum requirements - You have experience creating enablement or educational content and resources. - You have a background in or, at minimum, are comfortable with communicating about more technical topics and/or fintech products. - You have deployed education at scale (audience of 100+) and with an end goal of mobilizing your audience to take an intended action. - You excel at cross functional collaboration and have worked closely with Product and/or Product Marketing teams. - You have experience crafting educational materials and content across a variety of mediums and love experimenting with new ways to engage and enable your audience. ### Preferred qualifications - You have experience with or passion for Community Management - even better if you have served in an enablement or content function in a brand’s Community organization. - You have crafted enablement materials and strategies for an external (not just internal audience), especially startups and small businesses. ### Hybrid work at Stripe This role is available either in an office or a remote location (35+ miles or 56+ km from a Stripe office). ### In-office expectations Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams. ### Working remotely at Stripe A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live. ### Pay and benefits The annual US base salary range for this role is $119,300 - $178,900\. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. Office locations South San Francisco HQ, New York, Seattle, or Chicago Remote locations Remote in United States Team Marketing Job type Full time Please find our California applicant personal information notice [here](https://stripe.com/legal/california-applicant-notice?ref=supporthuman.cx). The application window will remain open for 100 days after the Job Post is published. However, this opportunity will remain open based on the needs of the business, which may cause the application window to close before or after the 100-day mark. ### We look forward to hearing from you At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. ### Customer Success Manager, Fintech/BNPL URL: https://supporthuman.cx/jobs/customer-success-manager-fintech-bnpl/ Last updated: 2026-08-07T22:07:10.000Z ## [Stripe](https://stripe.com/jobs?ref=supporthuman.cx) | $165,000 - $247,600 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > We are looking for a motivated and curious professional to manage a book of BNPL/fintech customers. See! See how you don't have to say anything about energy! > The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business. I will admit that this makes my eye twitch, but I'm willing to let it slide this time. I was just thinking how unusual it is for Success roles to appear in the **Green Means Go** category, and now we have two. Neat! [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Customer Success Manager, Fintech/BNPL](https://stripe.com/jobs/listing/customer-success-manager-fintech-bnpl/7639872?ref=supporthuman.cx) ### **Who we are** ### About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. ### About the team Stripe’s Customer Success Managers (CSM) for the Fintech and BNPL segment oversee the post-sales lifecycle for our most complex financial innovators. You will partner with large-scale digital banks, credit providers, and BNPL platforms to ensure their intricate payment flows are optimized for global scale. ### What you’ll do We are looking for a motivated and curious professional to manage a book of BNPL/fintech customers. The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business. The ideal candidate is analytical and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with account executives, technical account managers, and operations teams to engage customers in product, payment, and technical conversations. ### Responsibilities - Manage a book of fintech/ BNPL customers to drive overall account health and value realization including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction - Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe’s fintech/BNPL customers - Create bespoke account plans, outlining account strategy and action plan - Act as the voice of the Fintech user, funneling requirements for Stripe Money Movement products back to our Product and Engineering teams - Perform business reviews (EBCs, QBRs) to align on user priorities, review payments performance metrics, share Stripe product roadmap and provide guidance on how to optimize the value from Stripe - Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience - In coordination with an account team, support book expansion--identifying and surfacing opportunities to ensure customers are successful ### Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. ### Minimum requirements - 5+ years of enterprise relationship management or consulting, with 2+ years deeply embedded in the Fintech, Neobank, or Lending space. - Domain Expertise: Proven experience with BNPL-specific challenges, such as high-velocity recurring repayments, merchant-of-record complexities, and credit-loss mitigation. - Product Fluency: Familiarity with the mechanics of ledgering, virtual cards, and ACH. - Executive Presence: Experience presenting to and influencing C-level stakeholders in financial organizations. - Operational Rigor: Ability to manage a complex book of business across multiple time zones. - Ability to navigate data and people to find answers - A capability to work well with a wide range of people, both internally and externally. - The motivation and flexibility to work well in a high-growth environment where things change quickly ### Working remotely at Stripe A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live. ### Pay and benefits The annual US base salary range for this role is $165,000 - $247,600\. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. Remote locations Remote in United States Team Customer Success Job type Full time Please find our California applicant personal information notice [here](https://stripe.com/legal/california-applicant-notice?ref=supporthuman.cx). The application window will remain open for 100 days after the Job Post is published. However, this opportunity will remain open based on the needs of the business, which may cause the application window to close before or after the 100-day mark. ### We look forward to hearing from you At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. ### Manager, Customer Success Management URL: https://supporthuman.cx/jobs/manager-customer-success-management/ Last updated: 2026-08-07T22:07:11.000Z ## [Stripe](https://stripe.com/jobs/search?ref=supporthuman.cx) | £128,800 - £193,200 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems great. We get a little more information about the seniority of this role, so I don't really have any concerns about the responsibilities, and the pay seems great for the region (although Londoners, please correct me if I'm wrong here). [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Manager, Customer Success Management](https://stripe.com/jobs/listing/manager-customer-success-management/7446791?ref=supporthuman.cx) ### **Who we are** ### About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ### About the team Our users are the heart of our business. Stripe’s Global Customer Success Team is responsible for managing our largest and most strategic relationships, such as Lyft, Doordash, and Shopify. ### What you’ll do In this manager role you’ll be responsible for a high-performing team of Customer Success Managers. You’ll lead and coach the team, helping them deliver on ambitious targets, as well as roll up your sleeves to work directly with executives at existing enterprise Stripe customers. ### Responsibilities - Recruit, train, and lead a team of Customer Success Managers - Help drive an engagement model focused on high growth accounts - Develop both the long-term vision and strategy for the team and drive progress toward key metrics - Be accountable for increasing revenue, managing day-to-day operations, and scaling the team - Coach, mentor, and guide the team in developing consultative and solution-based customer success and sales skills - Effectively work cross-functionally across the organization to shape Stripe’s solutions to meet client needs - Inspire, motivate, and enable individual development to promote career growth of direct reports ### Who you are The ideal candidate for this role will be a self-starter who has demonstrated success dealing with ambiguity, operating in a high-growth environment, and solving complicated problems with limited oversight. They will have management and leadership experience scaling a technology sales team, superior communication skills, and a knack for understanding unique customer needs. We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. ### Minimum requirements - 7-10 years of technology sales or account management experience with 3-5 years of people management experience - Experience leading sales, account management and operations in an early stage, high-growth technology environment - Ability to hire, train, and coach a high-performance Customer Success team - Ability to support the Customer Success Managers’ efforts through strategic advice on account strategies, and serving as executive sponsor with key relationships - Demonstrated passion for Stripe’s mission ### Preferred qualifications - Prior experience leading a scaled customer success team - Prior experience at a growth stage Internet/software company - Payments experience - Prior experience in customer success, enterprise account management, partnerships and/or business development ### In-office expectations Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible. ### Pay and benefits The annual salary range for this role in the primary location is £128,800 - £193,200\. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process. Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends. Office locations London Team Customer Success Job type Full time Please find our EU applicant personal information notice [here](https://stripe.com/eu-applicant-notice?ref=supporthuman.cx). ### We look forward to hearing from you At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. ### Product Support, Bridge URL: https://supporthuman.cx/jobs/product-support-bridge/ Last updated: 2026-08-08T00:05:41.000Z Location: New York City ## [Stripe](https://stripe.com/jobs?ref=supporthuman.cx) | $127,400 - $191,200 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role is very similar to the other Product Support Specialist role, and so I have the same questions about leveling. But again, everything else is good, and the pay range makes sense for what seems to be a slightly more senior role. [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Product Support, Bridge](https://stripe.com/jobs/listing/product-support-bridge/7536897?ref=supporthuman.cx) ### **Who we are** ### About Bridge We’re creating an entirely new payments platform, built with stablecoins, to simplify global money movement. Bridge enables faster, cheaper payments and borderless access to dollars via stablecoins. Through our APIs, businesses can send and receive funds across borders faster / cheaper vs. SWIFT and other fiat-only rails. Our virtual accounts enable international consumers and businesses to easily access, store and spend US dollars. Our payouts infrastructure enables platforms to disburse USD to anyone globally. We believe many trillions of dollars will move and settle through stablecoin payment rails. Bridge is pulling this future forward. We have a small team of people who have previously built financial infrastructure at some of the world’s leading companies (Coinbase, Stripe, Square, Brex, Upstart, DoorDash, Airbnb) and each and every one of them chose Bridge because they fundamentally believe that stablecoins will be a critical piece of financial infrastructure that allows for the improvement of global money movement. ### What you’ll do As part of our growing Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality. You will own complex technical user issues and coordinate with cross functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements. ### Responsibilities - Analyze and troubleshoot complex technical issues through direct user interaction, utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation. - Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. - Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. - Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance. - Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. - Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability. - Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions. - Constantly challenge the status quo and push for innovation in user support strategies and operational processes. ### Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. ### Minimum requirements - 5+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues. - Proficiency in SQL for data analysis and querying, with the ability to interpret datasets. - Experience working with API’s. - Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution. - Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress. - Experience in project management, particularly in optimizing processes, workflows, or support operations. ### Preferred qualifications - Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes. - Comfortable explaining technical concepts to both technical and non-technical stakeholders. - Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues. ### In-office expectations Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible. ### Pay and benefits The annual US base salary range for this role is $127,400 - $191,200\. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. Office locations San Francisco Bridge HQ, or New York Team Operations Job type Full time Please find our California applicant personal information notice [here](https://stripe.com/legal/california-applicant-notice?ref=supporthuman.cx). ### We look forward to hearing from you At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. ### Product Support Specialist, Money Management URL: https://supporthuman.cx/jobs/product-support-specialist-money-management/ Last updated: 2026-08-25T06:00:44.000Z ## [Stripe](https://stripe.com/jobs?ref=supporthuman.cx) | $93,900 - $140,900 **Steph's Notes:** Oh thank goodness, I was worried we wouldn't have a decent job in this batch. See Stripe's (now closed) [Product Manager, Support Experience](https://supporthuman.cx/product-manager-support-experience/) role to hear about what I love about their Careers page. (Basically, it's normal, informative, and down to Earth). Stripe is hiring a ton, and I'm willing to bet there's some overlap between roles like Billing Specialists, Solutions Engineers/Architects, and Support, so it's worth just perusing their [Jobs page](https://stripe.com/jobs/search?ref=supporthuman.cx)! The only reason this isn't going into Green Means Go is that a few responsibilities seem a little senior for this title. That could just be a lack of knowledge of their internal structure and leveling, though, so I'd just ask about that if I were interviewing. Everything else seems good, and the pay is good for a technical/financial role. [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Product Support Specialist, Money Management](https://stripe.com/jobs/listing/product-support-specialist-money-management/7604228?ref=supporthuman.cx) ### **Who we are** ### About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ### What you’ll do As part of our growing, global Product Support team, you will be a critical driver in delivering exceptional user experiences. This role goes beyond basic troubleshooting—it's about using your technical expertise, analytical mindset, and project management skills to strategically improve our support systems, processes, and product quality. You will own complex technical user issues and coordinate with cross functional teams, including Engineering and Product, to drive them to resolution. A deep understanding of SQL and APIs will allow you to engage with these teams effectively, analyze data to inform decisions, and propose solutions that drive operational efficiency. Your work will focus on scaling support operations, creating better user experiences, and pushing forward continuous improvements that align with Stripe's key metrics, such as Consumer Satisfaction (CSAT), Contact Rate, and Service Level Agreements (SLA). ### Responsibilities - Analyze and troubleshoot complex technical issues through direct user interaction (email, phone), utilizing SQL to extract and interpret data, and leveraging your knowledge of API documentation. - Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues. - Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics. - Lead continuous improvement initiatives aimed at hitting key performance metrics such as Consumer Satisfaction (CSAT), Contact Rate, and SLA compliance. - Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams. - Collaborate and advocate with Product and Engineering to proactively improve the platform based on user feedback, ensuring long-term product reliability. - Lead cross-functional projects aimed at identifying inefficiencies in current processes and drive the implementation of long-term solutions. - Constantly challenge the status quo and push for innovation in user support strategies and operational processes. ### Who you are We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. ### Minimum requirements - 4+ years of experience in a customer-facing product support role, with a focus on troubleshooting technical issues. - Working knowledge in SQL for data analysis and querying, with the ability to interpret datasets. - Experience working with APIs. - Exceptional problem-solving skills, capable of diagnosing complex issues and driving them to resolution. - Proven experience in stakeholder management, with the ability to influence cross-functional teams and drive progress. - Experience in project management, particularly in optimizing processes, workflows, or support operations. - Willingness to work occasional weekends and holidays (with compensatory time off). ### Preferred qualifications - Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes. - Comfortable explaining technical concepts to both technical and non-technical stakeholders. - Proficiency in technical environments and the ability to diagnose and resolve highly technical user issues. - Knowledge in banking industry products and credit cards. ### In-office expectations Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users. This expectation may vary depending on role, team and location. For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office. Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss. This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible. ### Pay and benefits The annual US base salary range for this role is $93,900 - $140,900\. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. Office locations Chicago Team Operations Job type Full time ### We look forward to hearing from you At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. [Apply for this job](https://stripe.com/jobs/listing/product-support-specialist-money-management/7604228/apply?ref=supporthuman.cx) ### Customer Support Specialist URL: https://supporthuman.cx/jobs/customer-support-specialist-7/ Last updated: 2026-08-08T00:06:00.000Z Location: San Francisco ## [unitQ](https://www.unitq.com/careers/?ref=supporthuman.cx) | "Competitive" comp not given **Steph's Notes:** Hilariously, UnitQ seems to have checked out on their Careers page almost immediately, basically repeating a values statement because they couldn't be assed to come up with a way to restate "we love nerding out." > We're a fast-growing company with the stability and funding to offer top-tier perks! Scream it with me: BEEEEEEEENEFITS AAAAAAAARE NOOOOOOOOOT PEEEEEEEEERKS > and last but not least— a fun and creative working environment. Oh, of course. Can't forget all the fun you're having (but you *can* forget a fourth values statement!) > Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement. Okay, the Careers page may be very basic bitch, but after all the lofty mission statements we've already seen, I appreciate the grounded nature of this one. > Act as an escalation point for all inbound cases from our clients, as well as the Customer Success team. Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues. Depending on UnitQ's volume, this could be fine, or it could be a dumpster fire. If not for the above and the inadvertently funny Careers page, this would be a pretty straightforward role. Sadly, those things do exist, plus there's no pay transparency, and they ask for salary expectations in the application, so **BINGO** it is. [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Customer Support Specialist](https://jobs.lever.co/unitq/5f17385c-9cf2-437f-989b-38a936224530?ref=supporthuman.cx) **About unitQ**At **unitQ**, we leverage AI and advanced analytics to enable businesses to proactively monitor and improve product quality based on real-time user feedback from both public and private channels. Backed by leading investors such as **Zendesk**, **Accel**,and **Google** and following our recent Series B-1, unitQ serves world-class clients, including Pinterest, PayPal, and Dropbox. Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement. **About the Opportunity** We’re looking for a Customer Support Specialist who can problem-solve on their feet, gather technical information from nontechnical people, communicate resolutions to nontechnical people in a timely manner, and have excellent follow-through and follow-up skills to design, build, and monitor robust systems for data ingestion, cleaning, and processing. You should also be goal-oriented, highly organized, and a self-starter who works well independently or in a team environment. You will work closely with Operations Leads, Engagement Managers, and engineers. ### Role Responsibilities: - Effectively follow up on open issues with customers or Customer Success and communicate the resolution. - Create and/or update client taxonomy in all stages of the client unitQ journey. - Act as an escalation point for all inbound cases from our clients and the Customer Success team. - Collaborate closely with cross-functional teams to enhance platform capabilities. ### About You: - 3-5+ years prior experience in a technical or customer support role required. - Demonstrated enthusiasm for understanding and applying AI, mode, and manual solutions to client problems. - Previous experience with Zendesk CRM and Jira. - Act as an escalation point for all inbound cases from our clients, as well as the Customer Success team. - Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues. - Self-driven with the ability to independently manage tasks and projects. - **Nice to have:** - Prior experience or knowledge of AI tools and machine learning. - Prior experience working at a technology company or start-up environment. ### Benefits: - Flexible/unlimited vacation - Comprehensive medical, dental, and vision - 401(k) plan - Life insurance and FSA plans - Stock options - Equinox gym membership or wellness stipend At unitQ, diversity drives innovation. We celebrate and welcome employees of different backgrounds, cultures, perspectives, and experiences. We’re committed to fostering an inclusive environment as our team grows. If you’re passionate about leveraging AI to drive product quality and customer experience and want to work in a fast-paced, collaborative setting, we’d love to hear from you! We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. [Apply for this job](https://jobs.lever.co/unitq/5f17385c-9cf2-437f-989b-38a936224530/apply?ref=supporthuman.cx) ### Customer Support Specialist URL: https://supporthuman.cx/jobs/customer-support-specialist-6/ Last updated: 2026-08-07T22:07:15.000Z ## [Heartflow](https://www.heartflow.com/about/careers/?ref=supporthuman.cx) | $46,800 - $62,400 **Steph's Notes:** > Heartflow is a medical technology company transforming the way coronary artery disease (CAD) is diagnosed, treated and managed. Okay, Heartflow, where's my nickel? However, healthcare is one of the (few, in my opinion) industries in which AI can have a real, positive impact. Keeping my mind open on this one! > Our mission is to establish a new era of personalized care by delivering AI-driven analysis and insights to proactively manage CAD for life. Alright now, settle down. Oh, okay, so we're going directly from "establish a new era!" to the Benefits, huh? Really took my advice to heart. > Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare. The air's really getting thin up here. Having said that, I hope this tech is the real deal because it sounds cool as hell. > The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets. I really hope there's a lifeline-sized compensation package at the end of this job listing. > Help HeartFlow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues. Can HeartFlow help me with this shortness of breath I have due to a lack of oxygen at these great heights? > Provide prompt documentation and complete resolution of reported issues Does this role also come with product dev and engineering pay? > Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration I'm not sure what about this is rubbing me the wrong way, except that it's starting to feel very much like an AI product and not a healthcare product that uses AI. It doesn't help that several of the job responsibilities are basically the same thing, and you know what that means! I'll take "Which job description was written by AI?" for $800, Alex. > Positive, energetic personality, comfortable in front of groups/customers Sigh. > Responsible, accountable, and ability to work well with teams and cross-functionally We may be high in the sky, but the bar is in hell. > Comfortable in high pressure situations ...are we expecting this Support Specialist to be diagnosing the coronary artery disease? Yikes. > Highly detail-oriented Yeah, that checks out. > Experience with data analysis techniques and especially the use of MS Excel. > Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product preferred > Experience with Salesforce or other CRM tool highly preferred > Fluency in English required, competency in German, Japanese, French and/or Italian desirable I'm expecting a really excellent compensation package, y'all. > Potentially require on-call support (off-hours) and holiday coverage A \*really\* excellent compensation package. > A reasonable estimate of the base compensation range is $22.50 and $30.00 per hour and bonus. It's not the fall that kills you. It's the shitty pay at the bottom. [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Customer Support Specialist](https://job-boards.greenhouse.io/heartflowinc/jobs/5778096004?ref=supporthuman.cx) Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting-edge technology. The flagship product—an AI-driven, non-invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFRCT Analysis—provides a color-coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI-driven non-invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFRCT Analysis), and characterize and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare. Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 500,000 patients worldwide. The Customer Support Specialist role (CSS) is a full-time role that delivers world-class customer service for HeartFlow’s web-based medical software products to our research and commercial accounts. The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets. The CSS will help integrate the HeartFlow technology into the customers’ workflow and support them as needed. The HeartFlow support team is a small group that solves problems to help our customers who are trying to provide the best care for their patients. We are looking for someone that enjoys technical troubleshooting in a fast paced and exciting environment. #LI-Remote **Job Responsibilities:** - Help HeartFlow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues. - Provide prompt documentation and complete resolution of reported issues and manage knowledge base for customer issues. - Deliver customer feedback into HeartFlow’s Customer Relationship Management system and help team members analyze and distill data to drive improvements in customer support and product development - Assist production with incoming case management, troubleshooting and solving technical issues to ensure appropriate case response time - Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration - Assist in on-boarding new accounts, including system administrators and clinical users - Work with IT, Marketing & Sales, and Production to improve customer support quality results by studying, evaluating, and re-designing appropriate processes - Develop and provide customer technical support solutions to continually drive improve quality and efficiency **Skills Needed:** - Positive, energetic personality, comfortable in front of groups/customers - Responsible, accountable, and ability to work well with teams and cross-functionally - Comfortable in high pressure situations - Excellent verbal and written communication skills - Highly detail-oriented with strong technical skills in MS Office - Experience with data analysis techniques and especially the use of MS Excel. - Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product preferred - Experience with Salesforce or other CRM tool highly preferred - Fluency in English required, competency in German, Japanese, French and/or Italian desirable **Educational Requirements & Work Experience:** - 3-5 years of customer facing work experience preferred - Experience providing customer and/or corporate sales support with large-scale organizations preferred - Experience supporting a technical or clinical product / service preferred - Bachelor degree preferred; experience in lieu of education Physical Demands of the Job: Office environment. **Special Working Conditions:** - Following a 90 day training period, this position will be required to work Monday - Friday 7am - 3:30pm central time. - Potentially require on-call support (off-hours) and holiday coverage *A reasonable estimate of the base compensation range is $22.50 and $30.00 per hour and bonus.* Heartflow is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires, and respects all individuals and do not discriminate against any employee or applicant because of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. This policy applies to every aspect of employment at Heartflow, including recruitment, hiring, training, relocation, promotion, and termination. Positions posted for Heartflow are not intended for or open to third party recruiters / agencies. Submission of any unsolicited resumes for these positions will be considered to be free referrals. Heartflow has become aware of a fraud where unknown entities are posing as Heartflow recruiters in an attempt to obtain personal information from individuals as part of our application or job offer process. Before providing any personal information to outside parties, please verify the following: A) all legitimate Heartflow recruiter email addresses end with “@heartflow.com” and B) the position described is found on our careers site at [www.heartflow.com/about/careers/](https://www.heartflow.com/about/careers/?ref=supporthuman.cx). [Apply for this job](https://job-boards.greenhouse.io/heartflowinc/jobs/5778096004?ref=supporthuman.cx#:~:text=Create%20alert-,Apply%20for%20this%20job) ### SVP, Global Customer Service and Operations URL: https://supporthuman.cx/jobs/svp-global-customer-service-and-operations/ Last updated: 2026-08-07T22:07:17.000Z ## [Navan](https://navan.com/uk/careers?ref=supporthuman.cx) | $255,000—$400,000, Extensive domestic and international travel required **Steph's Notes:** This company is hiring a ton for Success roles, so worth taking a look at their open positions. Not a single non-white person speaks in their company video. > Navan is seeking a bold and visionary SVP, Global Operations & Services LOL. Look, I have trust issues; I don't think I've come across a company yet that said they wanted a "bold and visionary" CX executive and actually meant it. > Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator. I appreciate that they recognize CX as a differentiator, but boy, is all this hyperbole exhausting. Also, it's depressing. If I had a nickel for every time a company said it was reshaping its industry, I might actually be a millionaire. Gimme a nickel, Navan! > Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale. Lordy. Someone dial back the gas in this hot air balloon before we hit the exosphere. Also again! If they need to drive unparalleled customer support at a massive global scale, why isn't this role a Chief Customer Officer rather than an SVP? > End-to-End Operational Ownership: Oversee all service operations - from front-line travel agents to back-office reconciliation - while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA) I know they probably don't mean this role will be a direct supervisor, but I always get a little nervous when companies don't mention managing multiple levels of leaders. Because sometimes they really *do* mean direct supervision, and that's a lot. Also, the third: I'd love to know what exactly they mean by "back-office reconciliation." Are they expecting this role to serve as their finance officer too? That's...that's a little weird. > Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success I know this is a common thing, believe me; it would just be nice if we expected other divisions to be customer-centric as a basic standard of operating a real adult business, instead of expecting the CX executive to be everyone's kindergarten teacher all the time. The pay is excellent at $255,000—$400,000\. Uh-oh, their company pitch brags about being a great place to work. Let's find out! Oof, we've got some weird dynamics here. The company's overall rating is 4 stars, which is very good, but there's a different narrative playing out in the reviews. Sales employees generally rate the company very highly, but others, not so much, and the ratings fall sharply recently: - "Horrible Company" (2 stars) - "Nothing good about this company" (2 stars) - "That was the worst experience I've ever had." (1 star) - "Bad culture" (2 stars) More than one good review also mentions that the company "isn't for the faint of heart." There are also enough suspiciously similar positive reviews that I suspect there might be some review gaming going on here. Quattro also, there's this question in the application: > This role operates on a hybrid work model, requiring you to work from one of our global offices 4 days per week (including 2 Fridays each month). Are you comfortable with this policy, and are you currently located at, or willing to relocate to, one of our office locations? I bet you can hear my blood pressure rising! 1. This is listed as a Remote role, that's some bullshit bait-and-switch, and 2. 4 days a week in the office isn't Hybrid! THAT IS JUST AN IN-OFFICE ROLE. (YES, I WILL DIE ON THIS HILL.) But don't worry, Navan, I'm giving this JD a Hybrid rating! It's **BINGO** 4 days a week (and 2 Fridays a month) with **Tread Carefully** one day a week. I'm sure you'll feel right at home. [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [SVP, Global Customer Service and Operations](https://navan.com/uk/careers/jobs/6881366?gh%5Fjid=6881366&ref=supporthuman.cx) Navan is seeking a bold and visionary SVP, Global Operations & Services to lead, elevate, and transform our global service organization into a world-class, customer obsessed powerhouse**.** Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator. Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale. **What You’ll Do:** - **Define and Execute Global Strategy:** Redefine the vision and strategy for a world class Global Operations and Service (GO&S) organization, leading large-scale transformation initiatives to deliver exceptional and seamless customer experiences across every channel - **Pioneer Tech and AI Deployment:** Own the deployment of Generative AI and automation technologies to accelerate problem resolution, deliver proactive support, and achieve step-change improvements in service quality and velocity - **End-to-End Operational Ownership**: Oversee all service operations - from front-line travel agents to back-office reconciliation - while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA) - **Drive Strategic Alignment:** Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success - **Build an Award-Winning Team:** Cultivate a high-performing global team and champion a “customer first, always” mindset to elevate Navan’s support into an award-winning, best-in-class organization **What We’re Looking For:** - 12+ years in Global Operations/Customer Service, with at least 8+ years in senior leadership roles within high-growth, tech-forward organizations - Proven ability to scale a global customer support function that consistently delivers best-in-class CSAT and NPS in a fast-paced environment - Track record of leading transformation at scale while delivering measurable improvements in both customer satisfaction and operational excellence - Deep expertise in service strategy, process design (ex. Lean, Six Sigma), and leveraging predictive analytics and emerging technologies (GenAI) - Exceptional communicator with a consultative, cross-functional approach and experience working across regions and time zones - Comfortable navigating high-growth ambiguity, fast decision-making and resource allocation in evolving markets - Extensive domestic and international travel required **Preferred Qualifications:** - Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; MBA or equivalent preferred - Experience in tech-based global distribution or transactional systems (eg. Fintech, SaaS or a diversified conglomerate) - Experience building global support hubs and multilingual, multicultural support teams The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity. For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter. Pay Range$255,000—$400,000 USD **About Navan** Navan (Nasdaq: NAVN) is the leading all-in-one [business travel](https://navan.com/product/business-travel?ref=supporthuman.cx), payments, and [expense management](https://navan.com/product/expense-management?ref=supporthuman.cx) platform that makes travel easy for frequent travelers. From finding flights and hotels to automating expense reconciliation, with 24/7 support along the way, Navan delivers an intuitive experience travelers love and finance teams rely on. [See how Navan customers benefit](https://navan.com/reviews?ref=supporthuman.cx) and learn more at [navan.com](http://navan.com/?ref=supporthuman.cx). Our team is our competitive edge — a high-performance group of smart, driven people committed to winning together. This dedication to excellence is why we’ve been recognized as a [Best Place to Work by Built In](https://builtin.com/awards/us/2026/best-large-places-to-work?ref=supporthuman.cx#navan) (2023–2026), a [G2 Best Global Software Company](https://www.g2.com/best-software-companies?ref=supporthuman.cx) (2025-2026), a [CNBC Disruptor 50](https://www.cnbc.com/2025/06/10/navan-cnbc-disruptor-50.html?ref=supporthuman.cx) (2022-2025), and a [Forbes Fintech 50](https://www.forbes.com/companies/navan/?list=fintech50&ref=supporthuman.cx) (2022-2025). At Navan, we provide an environment where top talent excels, offering the autonomy and fast-paced trajectory needed to build a defining career and do the best work of your life. **Our Benefits** Navan offers a comprehensive benefits program designed to support your well-being, financial security, and life outside of work. Our benefits, thoughtfully tailored by country to meet local needs, include healthcare coverage, insurance offerings, and wellness resources for you and your family. We support long-term financial growth through retirement savings programs and opportunities to participate in our equity plans, so you can share in Navan’s success. To promote balance, we offer flexible time off, country-specific holidays, and paid parental leave for all new parents. Additional benefits include connectivity and commuting support, mental health resources, and exclusive travel-related perks. Wherever you’re based, our benefits evolve with you. **Workplace Policy** Navan believes in the value of in-person connections, whether that’s sitting down to have lunch with one another, taking a walking 1:1, or collaborating in a room together. The connections forged through face-to-face interactions improve company culture and drive business results. Navan invests in global office spaces — in the U.S., Europe, and Asia, among others — that feel welcoming. In-office perks such as company-provided lunches and happy hours create a strong team environment to help you do your best work. Our employees work from the office four days a week. Please expect this policy for all roles that are tied to an office. **Equal Opportunity** Navan is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring. **Accommodations** Navan complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. Navan will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law. If you need any assistance or accommodations due to a disability, you are welcome to email us at [talent-accommodations@navan.com](mailto:talent-accommodations@navan.com). **Candidate Privacy Notice** Please review Navan's Candidate Privacy Notice [here](https://navan.com/candidate-privacy-notice?ref=supporthuman.cx). **Job Search Best Practices** We have been made aware of recruitment scams involving fraudulent attempts to lure job seekers into sending money or personal information in return for fake job offers or coerce them into purchasing equipment by electronic funds transfer (Zelle, Venmo, etc.) Legitimate Navan recruiters will never ask for money in any recruitment or onboarding activities. All available job openings at Navan will be posted on Navan’s website and all Navan recruiters will be reachable through an email address ending in “@navan.com” or “@navan.tech” or "@talent.navan.com". [Apply for this job](https://navan.com/uk/careers/jobs/6881366?gh%5Fjid=6881366&ref=supporthuman.cx) ### Customer Support Specialist URL: https://supporthuman.cx/jobs/customer-support-specialist-5/ Last updated: 2026-08-08T00:06:00.000Z Location: San Francisco ## [Wheel](https://www.wheel.com/careers?ref=supporthuman.cx) | $45,760 - $52,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Pretty normal Careers page with straightforward values, mission, vision, etc. There's a \*very\* prominent DEI statement, which I appreciate (although, of course, how they actually treat folks matters more). I really appreciate that most of the important details are right at the top: the preferred candidate locations and shift hours / time zone. It's a green flag when companies have an idea of what matters most to candidates. > If working with a close knit group of smart and hungry colleagues solving the hardest problems gets you excited, we’d love to hear from you! No, I want to work with satisfied dummies. I guess I'll keep my interest to myself! > 2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role Sigh. What are the chances the pay matches this mid-level high-volume role? > Pay Rate is: $22-25/hour. So, none. The chances are none. Cool. At least they know the pay isn't competitive? Really puts that DEI statement into perspective, though. "We encourage underrepresented minorities to be underpaid in this role, which will affect their future compensation for years, if not forever." [Newsletter Issue](https://supporthuman.cx/p/23feb26-bad-job-bingo) --- ### Original Job Description: [Customer Support Specialist](https://www.wheel.com/careers?ashby%5Fjid=d683655d-25c4-4547-838c-82889273deeb&ref=supporthuman.cx) **Job Title:** Customer Support Specialist **Locations:** Remote US, preferred locations are Austin, TX, Bay Area, Seattle, WA, Chicago, IL, Atlanta, GA, Boston, MA, New York City, Denver, CO. **Shift**: 12pm-9pm CST Friday - Tuesday **About the Company** Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting [www.wheel.com](http://www.wheel.com/?ref=supporthuman.cx). **About the Role** As a Support Specialist for Wheel, you will have a significant, lasting impact on Wheel’s customer experience. From helping our first level support associates to clinicians so they can provide care, you’ll be an intricate part of Wheel Support and the overall experience. If working with a close knit group of smart and hungry colleagues solving the hardest problems gets you excited, we’d love to hear from you! **What You’ll Do** - Triage or respond to second level Zendesk support tickets within SLA guidance - Answer incoming calls from our clients, patients, and pharmacies - Handle more complex technical troubleshooting and sensitive situations - Problem solve and de-escalate - Effectively escalate tickets past the tier 2 queue if required - Work cross functionally with other teams when required to solve an issue - Vet and submit JIRA tickets for Engineering and Operations teams **Who You Are** - 2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role - Experience with ZenDesk is a must - Great people skills found in empathy, ability to build trust and patience - Clear communication; excellent verbal and written skills - Ability to manage escalations - Experience in Health Care is a plus **Salary and Perks** Pay Rate is: $22-25/hour. Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations. Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position. The role will remain open until March 31, 2026\. Any eligible candidate that meets the essential criteria of the role may apply via the job posting or through Wheel’s career page up until the designated application deadline. As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including: - Medical, Dental and Vision - Ancillary: Life, Short and Long Term Disability - 401K match - Flexible PTO - Parental Leave - Stock options - Additional programs and perks Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role. ### Watch me commit to the bit until the bit commits me URL: https://supporthuman.cx/p/watch-me-commit-to-the-bit-until-the-bit-commits-me/ Last updated: 2026-10-02T18:17:10.000Z So, look. There was a theme. The theme became a bit. Then the bit got wacky, and I totally lost it at the end, and here we are. I’m sorry? ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Manager, Customer Success Management](https://www.jobs.supporthuman.cx/manager-customer-success-management/?ref=supporthuman.cx) Stripe · £129k-£193k · Onsite, UK-London Seems great. We get a little more information about the seniority of this role, so I don't really have any concerns about the responsibilities, and the pay seems great for the region (although Londoners, please correct me if I'm wrong here). #### [Customer Success Manager, Fintech/BNPL](https://www.jobs.supporthuman.cx/customer-success-manager-fintech-bnpl/?ref=supporthuman.cx) Stripe · $165k-$248k · Remote, US > We are looking for a motivated and curious professional to manage a book of BNPL/fintech customers. — See! See how you don't have to say anything about energy! > The CSM will deliver proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business. I will admit that this makes my eye twitch, but I'm willing to let it slide this time. I was just thinking how unusual it is for Success roles to appear in the **Green Means Go** category, and now we have two. Neat! #### [Community Enablement Lead](https://www.jobs.supporthuman.cx/community-enablement-lead/?ref=supporthuman.cx) Stripe · $119k-$179k · Remote, US This seems like an interesting Community role with a sizeable dash of Education, and I see no flags. Pay is great. **Green Means Go**! ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Product Support, Bridge](https://www.jobs.supporthuman.cx/product-support-bridge/?ref=supporthuman.cx) Stripe · $127k-$191k · Onsite, US-NYC, NY; San Francisco, CA This role is very similar to the other Product Support Specialist role, and so I have the same questions about leveling. But again, everything else is good, and the pay range makes sense for what seems to be a slightly more senior role. #### [Product Support Specialist, Money Management](https://www.jobs.supporthuman.cx/product-support-specialist-money-management/?ref=supporthuman.cx) Stripe · $94k-$141k · Hybrid, US-Chicago, IL Oh thank goodness, I was worried we wouldn't have a decent job in this batch. See Stripe's (now closed) Product Manager, Support Experience role to hear about what I love about their Careers page. (Basically, it's normal, informative, and down to Earth). Stripe is hiring a ton, and I'm willing to bet there's some overlap between roles like Billing Specialists, Solutions Engineers/Architects, and Support, so it's worth just perusing their Jobs page! The only reason this isn't going into Green Means Go is that a few responsibilities seem a little senior for this title. That could just be a lack of knowledge of their internal structure and leveling, though, so I'd just ask about that if I were interviewing. Everything else seems good, and the pay is good for a technical/financial role. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Customer Support Specialist](https://www.jobs.supporthuman.cx/customer-support-specialist-5/?ref=supporthuman.cx) Wheel · $46k-$52k · Remote, US-Atlanta, GA; Austin, TX; Boston, MA; Chicago, IL; Denver, CO; NYC, NY; Bay Area, CA; Seattle, WA Pretty normal Careers page with straightforward values, mission, vision, etc. There's a *very* prominent DEI statement, which I appreciate (although, of course, how they actually treat folks matters more). I really appreciate that most of the important details are right at the top: the preferred candidate locations and shift hours / time zone. It's a green flag when companies have an idea of what matters most to candidates. > If working with a close knit group of smart and hungry colleagues solving the hardest problems gets you excited, we’d love to hear from you! No, I want to work with satisfied dummies. I guess I'll keep my interest to myself! > 2-5 years of customer support or related experience in a high-volume, fast-paced customer centric role Sigh. What are the chances the pay matches this mid-level high-volume role? > Pay Rate is: $22-25/hour. So, none. The chances are none. Cool. At least they know the pay isn't competitive? Really puts that DEI statement into perspective, though. "We encourage underrepresented minorities to be underpaid in this role, which will affect their future compensation for years, if not forever." ## **BINGO** *Welp.* #### [SVP, Global Customer Service and Operations](https://www.jobs.supporthuman.cx/svp-global-customer-service-and-operations/?ref=supporthuman.cx) Navan · $255k-$400k · Onsite, Somewhere in the US This company is hiring a ton for Success roles, so worth taking a look at their open positions. Not a single non-white person speaks in their company video. > Navan is seeking a bold and visionary SVP, Global Operations & Services LOL. Look, I have trust issues; I don't think I've come across a company yet that said they wanted a "bold and visionary" CX executive and actually meant it. > Navan is reshaping the future of corporate travel and expense, and radical customer care is our ultimate differentiator. I appreciate that they recognize CX as a differentiator, but boy, is all this hyperbole exhausting. Also, it's depressing. If I had a nickel for every time a company said it was reshaping its industry, I might actually be a millionaire. Gimme a nickel, Navan! > Reporting to the COO, you will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale. Lordy. Someone dial back the gas in this hot air balloon before we hit the exosphere. Also again! If they need to drive unparalleled customer support at a massive global scale, why isn't this role a Chief Customer Officer rather than an SVP? > End-to-End Operational Ownership: Oversee all service operations - from front-line travel agents to back-office reconciliation - while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA) — I know they probably don't mean this role will be a direct supervisor, but I always get a little nervous when companies don't mention managing multiple levels of leaders. Because sometimes they really do mean direct supervision, and that's a lot. Also, the third: I'd love to know what exactly they mean by "back-office reconciliation." Are they expecting this role to serve as their finance officer too? That's...that's a little weird. > Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success I know this is a common thing, believe me; it would just be nice if we expected other divisions to be customer-centric as a basic standard of operating a real adult business, instead of expecting the CX executive to be everyone's kindergarten teacher all the time. The pay is excellent at $255,000—$400,000. Uh-oh, their company pitch brags about being a great place to work. Let's find out! Oof, we've got some weird dynamics here. The company's overall Glassdoor rating is 4 stars, which is very good, but a different narrative is playing out in the reviews. Sales employees generally rate the company very highly, but others, not so much, and the ratings fall sharply recently: "Horrible Company" (2 stars) "Nothing good about this company" (2 stars) "That was the worst experience I've ever had." (1 star) "Bad culture" (2 stars) More than one good review also mentions that the company "isn't for the faint of heart." There are also enough suspiciously similar positive reviews that I suspect there might be some review gaming going on here. Quattro also, there's this question in the application: > This role operates on a hybrid work model, requiring you to work from one of our global offices 4 days per week (including 2 Fridays each month). Are you comfortable with this policy, and are you currently located at, or willing to relocate to, one of our office locations? I bet you can hear my blood pressure rising! 1) This is listed as a Remote role, that's some bullshit bait-and-switch, and 2) 4 days a week in the office isn't Hybrid! THAT IS JUST AN IN-OFFICE ROLE. (YES, I WILL DIE ON THIS HILL.) But don't worry, Navan, I'm giving this JD a Hybrid rating! It's **BINGO** 4 days a week (and 2 Fridays a month) with **Tread Carefully** one day a week. I'm sure you'll feel right at home. #### [Customer Support Specialist](https://www.jobs.supporthuman.cx/customer-support-specialist-6/?ref=supporthuman.cx) Heartflow · $47k-$62k · Remote, US > Heartflow is a medical technology company transforming the way coronary artery disease (CAD) is diagnosed, treated and managed. Okay, Heartflow, where's my nickel? However, healthcare is one of the (few, in my opinion) industries in which AI can have a real, positive impact. Keeping my mind open on this one! > Our mission is to establish a new era of personalized care by delivering AI-driven analysis and insights to proactively manage CAD for life. Alright now, settle down. Oh, okay, so we're going directly from "establish a new era!" to the Benefits, huh? Really took my advice to heart. > Our pipeline of products is growing and so is our team; join us in helping to revolutionize precision heartcare. The air's really getting thin up here. Having said that, I hope this tech is the real deal because it sounds cool as hell. > The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets. I really hope there's a lifeline-sized compensation package at the end of this job listing. > Help HeartFlow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues. Can HeartFlow help me with this shortness of breath I have due to a lack of oxygen at these great heights? > Provide prompt documentation and complete resolution of reported issues Does this role also come with product dev and engineering pay? > Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration I'm not sure what about this is rubbing me the wrong way, except that it's starting to feel very much like an AI product and not a healthcare product that uses AI. It doesn't help that several of the job responsibilities are basically the same thing, and you know what that means! I'll take "Which job description was written by AI?" for $800, Alex. > Positive, energetic personality, comfortable in front of groups/customers Sigh. > Responsible, accountable, and ability to work well with teams and cross-functionally We may be high in the sky, but the bar is in hell. > Comfortable in high pressure situations ...are we expecting this Support Specialist to be diagnosing the coronary artery disease? Yikes. > Highly detail-oriented Yeah, that checks out. > Experience with data analysis techniques and especially the use of MS Excel. Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product preferred. Experience with Salesforce or other CRM tool highly preferred. Fluency in English required, competency in German, Japanese, French and/or Italian desirable I'm expecting a really excellent compensation package, y'all. > Potentially require on-call support (off-hours) and holiday coverage A *really* excellent compensation package. > A reasonable estimate of the base compensation range is $22.50 and $30.00 per hour and bonus. It's not the fall that kills you. It's the shitty pay at the bottom. #### [Customer Support Specialist](https://www.jobs.supporthuman.cx/customer-support-specialist-7/?ref=supporthuman.cx) unitQ · "Competitive," not given · Onsite, US-San Francisco Hilariously, UnitQ seems to have checked out on their Careers page almost immediately, basically repeating a values statement because they couldn't be assed to come up with a way to restate "we love nerding out." > We're a fast-growing company with the stability and funding to offer top-tier perks! Scream it with me: BEEEEEEEENEFITS AAAAAAAARE NOOOOOOOOOT PEEEEEEEEERKS > and last but not least— a fun and creative working environment. Oh, of course. Can't forget all the fun you're having (but you can forget a fourth values statement!) > Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement. Okay, the Careers page may be very basic bitch, but after all the lofty mission statements we've already seen, I appreciate the grounded nature of this one. > Act as an escalation point for all inbound cases from our clients, as well as the Customer Success team. Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues. Depending on UnitQ's volume, this could be fine, or it could be a dumpster fire. If not for the above and the inadvertently funny Careers page, this would be a pretty straightforward role. Sadly, those things do exist, plus there's no pay transparency, and they ask for salary expectations in the application, so **BINGO** it is. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Senior Manager, CX Strategy & Operations](https://www.jobs.supporthuman.cx/senior-manager-cx-strategy-operations/?ref=supporthuman.cx) Dandy · $149k-$181k · Remote, US > Help us redefine dentistry - We’re transforming the antiquated $400B global dental industry. Can we end this balloon ride now? I'm cold and I'm tired and I want a nap. Also, you owe me a nickel. > Revolutionizing dental care You get a revolution! And you get revolution! Everyone gets a revolution! (Sadly, not that kind of revolution.) > At Dandy, we believe in shared success – when the the business wins, our employees do too. Actually, I think it's the other way around, my dudes. (Vive la révolution!) > Our co-founders’ mission to transform dentistry - We’re building more than a business—we’re transforming an industry by scaling custom manufacturing through advanced technology and putting our customers at the core of everything we do. Join us in delivering an experience unlike anything dentistry has seen before. We've rapidly ascended through the atmosphere and are now in the cold, dead vacuum of space. (Also, I'm implementing a hyperbole surcharge. You now owe me a nickel *and* a quarter.) > Shape the future of dentistry OH MY GOD, ENOUGH, WE GET IT > Be an Owner - Dandy belongs to each of us. Does it, though? > Take initiative and find solutions, not excuses. \[...\] Take responsibility for your mistakes often and transparently. Be an owner, not a renter. VIVE LA RÉVOLUTION!!!! > Operate at the lowest level of detail. Work with precision and understand all of the inputs to your systems Highest. I think you mean the *highest* level of detail. Maybe we're all getting weird from the lack of oxygen. (I've fully lost track of the theme/jokes here. Whatever. I'm real tired.) > Backed by some of the world’s leading venture capital firms Because what I really want in my mouth is venture capital > Dandy is hiring a strategic and analytical Senior Manager, CX Strategy & Operations So you want strategic strategy? > to join our rapidly growing venture-backed company. Yeah. Venture-backed dentures. Got it. > The Customer Experience team is responsible for delivering exceptional customer experience ![GIF of Chidi from The Good Place saying "this broke me"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/this_broke_me.gif) The role introduction, the responsibilities, and the requirements - they all repeatedly repeat themselves. I have to believe this JD was written by AI. I have to. > Outstanding written and verbal communicator: Ability to simplify complex information for diverse audiences and ability to influence cross-functional partners at all levels; executive presence In the context of the job description, this is really freaking funny. I don't know why I'm being so mean to this company, except that they just sound super fucking goofy. But the pay seems fine, and if you boil this job down to the five basic things they're looking for, it makes sense. I'm not even sure how to rate this. I guess I'm putting it in **Seriously, Maybe Don't** for how crazy I feel. ![A skeet with the text "Applying for jobs again" captioning a response to an essay question: "Can you describe specific ways you have integrated Al tools into your development workflow? Please include any custom setups, automations, or use cases beyond simple prompt usage.* there is a monster in the forest and it speaks with a thousand voices. it will answer any question you pose it, it will offer insight to any idea. it will help you, it will thank you, it will never bid you leave. it will even tell you of the darkest arts, if you know precisely how to ask. it feels no joy and no sorrow, it knows no right and no wrong. it knows not truth from lie, though it speaks them all the same. it offers its services freely to any passerby, and many will tell you they find great value in its conversation. "you simply must visit the monster—i always just ask the monster." there are those who know these forests well; they will tell you that freely offered doesn't mean it has no price for when the next traveler passes by, the monster speaks with a thousand and one voices. and when you dream you see the monster; the monster wears your face."](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/A5C521A4-A753-4480-8F8F-2017CFB670C5_1_102.jpeg) ### Customer Support Specialist (Product Expert) URL: https://supporthuman.cx/jobs/customer-support-specialist-product-expert/ Last updated: 2026-08-08T00:06:05.000Z Location: Denver ## [Klaviyo](https://www.klaviyo.com/careers?ref=supporthuman.cx) | $26.92-$40.38/hr ($55,993.60 - $83,990.40) ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This is the first thing you see when you hit the Careers page: > Building for 183,000 businesses isn’t easy—and it’s not meant to be. Klaviyo is intense and demanding by design. > But if you thrive on challenge, the reward is well worth it: accelerated growth, real impact, and work that truly matters. Because only working on a CRM platform *truly* matters. Nothing else, like putting out house fires or curing cancer. Just working on Klaviyo. > Your favorite brands’ favorite platform The brands you know and love? Chances are, they’re powered by Klaviyo. Here, you’ll be part of what keeps those brands growing and connecting with millions of people every day. Look, I know some people care about this. I am not one of them, and when getting to things like *actual* benefits takes scrolling almost all the way to the bottom of the Careers page, I'm gonna call you fucking ridiculous. Because it's fucking ridiculous. > Three promises we make to every Klaviyo > You’ll do challenging, meaningful work—pushing boundaries, driving growth, and creating lasting impact. > You’ll work with ambitious, bold peers—bar-raisers who inspire each other and do work people rave about. > You’ll work on an inspiring mission—empowering creators to own their destiny. Not, we'll take care of you. Not, we'll grow your career. Not, we'll pay you well. Nope! Just "you'll devote every waking moment and all of your energy to making Klaviyo money." How kind. How motivating. > Explore the CRM built for B2C A single platform for marketing, service, and analytics—designed to help consumer brands deliver personalization and growth. Yes, this is still the Careers page. We have not wandered off onto the Product page. We're still here. > We prioritize our customers > customers’ customers > team > ourselves. Oh, believe me, that's very clear. > AI is in our DNA Still on the Careers page. > Recognition feels good. Working here feels even better. Oh, is that right? I'm sure Glassdoor will reflect that! "Ticking bomb" (2 stars) "Completely Nosediving" (1 star) "Toxic place" (2 stars) "Toxic culture shift" (2 stars) "Unfortunate senior leadership" (2 stars) "Cool people but uphill battle for comp" (1 star) > Ambition without borders – More than 183,000 brands count on us to move faster and grow smarter. With teams distributed around the globe across regional hubs, we earn that trust every day by building tools that strengthen customer relationships and deliver real results. WE ARE STILL. ON. THE CAREERS PAGE. > Perks with purpose Finally, this Careers page put me out of my fucking misery, THANK YOU DOG I don't even remember which job I was supposed to be rating. Goddamn. Oh right, Customer Support Specialist. I'm sure this will be *fine.* > At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) Of course you do. > We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software. What about providing support for CRM software is a challenging situation, fucking hell. > Capable of adapting quickly to changing priorities Sure. Why not. So the low end for this role is way too low, and the high end is just okay, although I'm not sure any amount of money would be worth braving this mess. It sounds like literal Hell. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Customer Support Specialist (Product Expert)](https://www.klaviyo.com/careers/jobs/7597634003/?gh%5Fjid=7597634003&team=Customer+Support&ref=supporthuman.cx) *At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit* [*klaviyo.com/careers*](http://klaviyo.com/careers?ref=supporthuman.cx) *to see how we empower creators to own their own destiny.* Product Experts (Customer Support Specialists) are a critical part of our future success. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for a Product Expert who is passionate about providing the best support to customers who are scaling their businesses with Klaviyo. We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software. **How you will make a difference:** - Develop an in-depth knowledge of the Klaviyo platform - Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email, chat, and phone - Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies. - Diagnose software issues and resolve escalated customer complaints engage using established processes - Provide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions) - Communicate thoughtfully and effectively with all Klaviyo customers - Document troubleshooting and problem resolution steps. - Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up. **Who You Are:** - A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills. - Passionate about creative problem solving for customers and end users - Self-motivated, eager to learn and thrive in a collaborative environment - Capable of adapting quickly to changing priorities - Experience with or able to quickly pick-up: - Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce - Web works, networking, and software products - DNS, IPs and other networking concepts - APIs - Email marketing platforms and E-Commerce platforms - Familiar with the Klaviyo product and completing the[ Product Certification](https://academy.klaviyo.com/en-us/collections/product-certification?utm%5Fsource=support%5Fjob%5Flisting&utm%5Fmedium=cross%5Fpromo&utm%5Fcampaign=klaviyo%5Fproduct%5Fcertificate) is a plus - You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient. We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using [Covey Scout for Inbound](https://getcovey.com/product/covey-scout-inbound?ref=supporthuman.cx) on April 3, 2025. Please see the independent bias audit report covering our use of Covey [here](https://getcovey.com/nyc-local-law-144?ref=supporthuman.cx) **Massachusetts Applicants:** It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. --- Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location. In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process. Base Pay Range For US Locations:$26.92—$40.38 USD **Get to Know Klaviyo** We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us. *AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.* *By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our* [*Guidelines for using AI in the Klaviyo interview Process*](https://www.klaviyo.com/careers/ai-guidance?ref=supporthuman.cx)*. For more information about how we process your personal data, see our* [*Job Applicant Privacy Notice*](https://www.klaviyo.com/legal/job-applicant-privacy-notice?ref=supporthuman.cx)*.* *Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.* *IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.* **By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application.*You can find our Job Applicant Privacy Notice*** [*here*](https://www.klaviyo.com/legal/job-applicant-privacy-notice?ref=supporthuman.cx) *and* [*here*](https://www.klaviyo.com/fr/legal/job-applicant-privacy-notice?ref=supporthuman.cx) *(FR).* ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-11/ Last updated: 2026-08-07T22:07:21.000Z ## [Checkr](https://checkr.com/company/careers?ref=supporthuman.cx) | $72,000 - $90,000 USD ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Job title says Support Engineer, but the job description says Support Engineer II. > Participate in a 24/7 on-call rotation as customer communication liaison, drafting customer communications, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a superb customer experience during incidents. This better be reflected in the comp for this role. > 2+ years of experience in a customer-facing technical role in a SaaS company, including hands-on experience with APIs and technical support for API products, Waiting for the attention to detail requirement... > Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails would be helpful. > Strong proficiency in SQL, basic understanding of engineering principles, and experience with observability tools like Datadog, Prometheus, etc. Boy, this role must pay well for these desired technical skills, right? > Strong attention to detail and effective time management skills. Yep. > On-target Earnings OR Base Salary range (Denver, CO): $72,000 - $90,000 USD Well, that's some bullshit! Especially for a hybrid role in Denver. **BINGO**. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Support Engineer](https://job-boards.greenhouse.io/checkr/jobs/7491712?ref=supporthuman.cx) **About Checkr** Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on [Forbes Cloud 100 2025 List](https://www.forbes.com/lists/cloud100/?ref=supporthuman.cx) and is a Y Combinator 2024 [Breakthrough Company](https://www.ycombinator.com/blog/yc-top-companies-2024?ref=supporthuman.cx). **About the team/role:** As a Support Engineer II, you will assist Checkr customers with technical issues in production, and serve as a bridge between support and engineering at Checkr. This role is ideal for someone with strong customer service skills who shows a promising trajectory towards a career path in software development or engineering. In this role, you will: - Handle complex debugging and troubleshooting necessitating a high level of technical expertise, and create world-class customer experiences with rapid resolutions and stellar communications. - Act as the primary point of contact between engineering, customers and customer-facing teams, creating and managing escalations in Jira, minimizing resolution times and increasing the efficiency of engineering engagements. - Participate in a 24/7 on-call rotation as customer communication liaison, drafting customer communications, updating the company status page, and ensuring customer-facing teams have the information they need to maintain a superb customer experience during incidents. **What you’ll do:** - Provide quality technical support to our customers and partners, leveraging our Salesforce ticketing system and customer screen sharing calls. - Troubleshoot code and conduct deep-dive investigations up to the application level, utilizing tools such as DataDog, Snowflake, and API logs analysis, escalating to engineering when necessary. - Utilize pre-written scripts and runbooks to efficiently handle complex manual support tasks. - Execute high visibility critical incident communications, translating impact information from engineering to customers and customer-facing teams during 24/7 on-call shifts. - Manage escalations, incident-related remediation tasks and process improvements in Jira using our team’s kanban boards. - Contribute to internal team documentation in Confluence, fostering a continuous learning environment. **What you bring** - 2+ years of experience in a customer-facing technical role in a SaaS company, including hands-on experience with APIs and technical support for API products, - Demonstrated skills in technical troubleshooting, debugging, and collaborating with engineering teams. Tools expertise including cURL and Postman. Familiarity with Python and Ruby on Rails would be helpful. - Exceptional communication skills, capable of explaining complex information to non-technical audiences in a clear, empathetic manner. - Strong attention to detail and effective time management skills. - High level of English proficiency. - Strong proficiency in SQL, basic understanding of engineering principles, and experience with observability tools like Datadog, Prometheus, etc. **What you’ll get** - A fast-paced and collaborative environment - Learning and development allowance - Competitive cash and equity compensation, and opportunity for advancement - 100% medical, dental, and vision coverage - Up to $25K reimbursement for fertility, adoption, and parental planning services - Flexible PTO policy - Monthly wellness stipend **Pay Transparency Disclosure** *One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see*[ *our website*](https://checkr.com/company/careers?ref=supporthuman.cx)*.* On-target Earnings OR Base Salary range (Denver, CO) $72,000 - $90,000 USD *At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, Nashville, TN, and Santiago, Chile. Individuals are expected to work from the office 3 days a week. In-office perks are provided, such as lunch five times a week, a commuter stipend, and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a Checkr hub location.* **Equal Employment Opportunities at Checkr** *Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the* [*San Francisco’s Fair Chance Ordinance*](http://sfgov.org/olse/sites/default/files/Document/FCO%20Art.%2049%20Official%20Notice%20to%20print%202017.pdf?ref=supporthuman.cx)*.* **Applicant Privacy Policy** If you are a California resident or are located in Alberta or British Columbia, our [Applicant Privacy Policy](https://checkr.com/legal/applicant-privacy-policy?ref=supporthuman.cx) applies to our collection and processing of your personal information when you apply for a role with us or otherwise participate in our recruitment process. *\*Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g.,* [*name@checkr.com*](mailto:name@checkr.com) *or* [*name@ext.checkr.com*](mailto:name@ext.checkr.com)*).* ### Senior Manager, Enterprise & Strategic Support URL: https://supporthuman.cx/jobs/senior-manager-enterprise-strategic-support/ Last updated: 2026-08-07T22:07:22.000Z ## [Checkr](https://checkr.com/company/careers?ref=supporthuman.cx) | $141,000 - $176,000 (Denver, CO); $128,000 - $160,000 (Nashville, TN) 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** > Premium Support Programs: Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs Ehh, this feels like something the Director of Customer Support should handle with input from this role, but again, maybe that's just me. > Direct management experience leading teams of 10-20+ support professionals in high-growth environments This is way too many people for one person to manage. If Checkr wants candidates to have experience managing managers, they should say that. The rest of the job description seems fine. And while the pay is good for this role, it isn't for frontline roles, which pisses me off, so into **Tread Carefully** it goes. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Senior Manager, Enterprise & Strategic Support](https://job-boards.greenhouse.io/checkr/jobs/7491821?ref=supporthuman.cx) **About Checkr** Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on [Forbes Cloud 100 2025 List](https://www.forbes.com/lists/cloud100/?ref=supporthuman.cx) and is a Y Combinator 2024 [Breakthrough Company](https://www.ycombinator.com/blog/yc-top-companies-2024?ref=supporthuman.cx). As the **Senior Manager, Enterprise Support**, you will own the support experience for Checkr's enterprise customers, driving exceptional service delivery and building scalable support programs that differentiate us in the market. Reporting to the Director of Customer Support, you'll be responsible for enterprise escalations, white-glove support programs, and ensuring our largest customers receive world-class service that drives retention and expansion. You'll work closely with Customer Success, Sales, and Product teams to translate enterprise customer needs into actionable support strategies. You'll build and lead a team of enterprise support specialists who serve as trusted advisors to our most strategic accounts, handling complex technical inquiries, managing escalations with urgency and expertise, and proactively identifying opportunities to improve the enterprise customer experience. Our ideal candidate is an experienced enterprise support leader who understands the nuances of supporting complex B2B customers with high-touch service expectations. You have a proven track record of managing enterprise escalations, building premium support programs, and partnering cross-functionally to drive customer outcomes. You're data-driven, operationally excellent, and passionate about leveraging both human expertise and AI capabilities to deliver exceptional support at scale. This role will require periodic travel (<25%) to connect with teams across Checkr office locations and to visit enterprise customers on-site. **Responsibilities** - **Enterprise Support Excellence:** Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers - **Escalation Management:** Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication - **Team Leadership:** Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts - **Premium Support Programs:** Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs - **Cross-Functional Partnership:** Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs - **Voice of Customer:** Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements - **Operational Rigor:** Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance - **Process & Systems:** Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery - **AI Integration:** Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect - **Customer Retention:** Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery **What You Bring** - **5+ years of experience** in customer support leadership roles, with at least 3 years focused on enterprise B2B customers - **Direct management experience** leading teams of 10-20+ support professionals in high-growth environments - **Enterprise support expertise:** Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models - **Escalation management:** Proven track record of successfully managing high-stakes customer escalations and executive-level communications - **Required:** Enterprise B2B SaaS experience with complex, technical products - **Preferred:** Experience in HR tech, compliance, or background screening industries - **Cross-functional leadership:** Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams - **Operational excellence:** Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance - **Systems thinking:** Experience building support processes, playbooks, and systems that scale with growth - **Technical acumen:** Comfortable supporting technical products and working with engineering teams to resolve complex issues - **Communication skills:** Exceptional written and verbal communication, with ability to interact confidently with C-level executives and enterprise stakeholders - **Change agent:** Track record of driving continuous improvement and implementing new programs or technologies (including AI tools) in support environments **What You Get** - A fast-paced and collaborative environment - Learning and development allowance - Competitive compensation and opportunity for advancement - 100% medical, dental and vision coverage - Unlimited PTO policy - Monthly wellness stipend **Pay Transparency Disclosure** *One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see*[ *our website*](https://checkr.com/company/careers?ref=supporthuman.cx)*.* On-target Earnings OR Base Salary range (Denver, CO) $141,000 - $176,000 USD **Pay Transparency Disclosure** *One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see*[ *our website*](https://checkr.com/company/careers?ref=supporthuman.cx)*.* On-target Earnings OR Base Salary range (Nashville, TN) $128,000 - $160,000 USD *At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, Nashville, TN, and Santiago, Chile. Individuals are expected to work from the office 3 days a week. In-office perks are provided, such as lunch five times a week, a commuter stipend, and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a Checkr hub location.* **Equal Employment Opportunities at Checkr** *Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the* [*San Francisco’s Fair Chance Ordinance*](http://sfgov.org/olse/sites/default/files/Document/FCO%20Art.%2049%20Official%20Notice%20to%20print%202017.pdf?ref=supporthuman.cx)*.* **Applicant Privacy Policy** If you are a California resident or are located in Alberta or British Columbia, our [Applicant Privacy Policy](https://checkr.com/legal/applicant-privacy-policy?ref=supporthuman.cx) applies to our collection and processing of your personal information when you apply for a role with us or otherwise participate in our recruitment process. *\*Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g.,* [*name@checkr.com*](mailto:name@checkr.com) *or* [*name@ext.checkr.com*](mailto:name@ext.checkr.com)*).* [Apply for this job](https://job-boards.greenhouse.io/checkr/jobs/7491821?ref=supporthuman.cx#:~:text=Create%20alert-,Apply%20for%20this%20job) ### Customer Support Specialist URL: https://supporthuman.cx/jobs/customer-support-specialist-4/ Last updated: 2026-08-07T22:07:23.000Z ## [Checkr](https://checkr.com/company/careers?ref=supporthuman.cx) | $16.83-$21.16/hr ($35,006.40 - $44,012.80) ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Grit - We are passionate and hustle to raise the bar. We persevere through our challenges and grow from our failures. There's a part of me that wants to BINGO out anything that mentions hustling. I won't. But I want to. I do like their hiring philosophy, though. Green flags there. This might be the only company I've seen that brags about being a great place to work, *and* the Glassdoor reviews reflect that (and seem pretty balanced regarding pros/cons). Refreshing! > Demonstrated resilience, self-management, and commitment to continuous learning and improvement Woof. > What You'll Get - A fast-paced environment Ooh, just what I always wanted! > opportunity for advancement That's not suspicious at all. > Hourly Pay Range (Nashville, TN) $16.83 - $21.16 USD This pay sucks. And for a hybrid role, it sucks way fucking more. **BINGO**. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Customer Support Specialist](https://job-boards.greenhouse.io/checkr/jobs/7301249?ref=supporthuman.cx) **About Checkr** Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on [Forbes Cloud 100 2025 List](https://www.forbes.com/lists/cloud100/?ref=supporthuman.cx) and is a Y Combinator 2024 [Breakthrough Company](https://www.ycombinator.com/blog/yc-top-companies-2024?ref=supporthuman.cx). **About the team/role** Truework, recently acquired by Checkr, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks and more. We are disrupting a $5B+ industry, dominated by legacy incumbents, with a better product and intense customer focus. Within Checkr, Truework operates independently, allowing rapid iteration while also being able to leverage the strengths and assets from our core business. Think of it like joining a startup within a startup! The Customer Support team at Truework plays a pivotal role in ensuring a seamless experience for our users. As a **Customer Support Specialist,** you’ll be on the front lines of delivering timely, empathetic, and high-quality support to a diverse customer base across multiple channels. You will be instrumental in upholding our values of trust, safety, and transparency by resolving issues with professionalism, technical precision, and care. **What you’ll do** - Deliver exceptional customer support via phone, email, and chat, maintaining high standards of empathy, clarity, and professionalism - Troubleshoot complex technical and procedural issues with speed and accuracy, escalating when appropriate - Handle a high volume of inbound inquiries with excellent prioritization, time management, and attention to detail - Engage in proactive outreach and thoughtful follow-up to prevent recurring issues and enhance customer satisfaction - Contribute to knowledge base content and process improvement by identifying support trends and customer pain points - Collaborate cross-functionally with product, operations, and engineering teams to provide feedback and improve the customer journey **What you bring** - 1+ years of customer support experience in a high-volume environment such as a contact center, SaaS platform, or startup - Exceptional verbal and written communication skills with strong active listening and reading comprehension - Proven ability to troubleshoot software and hardware issues using multiple platforms and tools - High proficiency in multitasking and working across systems simultaneously without sacrificing accuracy - Demonstrated resilience, self-management, and commitment to continuous learning and improvement **What you’ll get** - A fast-paced and collaborative environment - Learning and development allowance - Competitive cash and equity compensation and opportunity for advancement - 100% medical, dental, and vision coverage - Up to $25K reimbursement for fertility, adoption, and parental planning services - Flexible PTO policy - Monthly wellness stipend **Pay Transparency Disclosure** *One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see*[ *our website*](https://checkr.com/company/careers?ref=supporthuman.cx)*.* Hourly Pay Range (Nashville, TN) $16.83 - $21.16 USD *At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, Nashville, TN, and Santiago, Chile. Individuals are expected to work from the office 3 days a week. In-office perks are provided, such as lunch five times a week, a commuter stipend, and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a Checkr hub location.* **Equal Employment Opportunities at Checkr** *Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the* [*San Francisco’s Fair Chance Ordinance*](http://sfgov.org/olse/sites/default/files/Document/FCO%20Art.%2049%20Official%20Notice%20to%20print%202017.pdf?ref=supporthuman.cx)*.* **Applicant Privacy Policy** If you are a California resident or are located in Alberta or British Columbia, our [Applicant Privacy Policy](https://checkr.com/legal/applicant-privacy-policy?ref=supporthuman.cx) applies to our collection and processing of your personal information when you apply for a role with us or otherwise participate in our recruitment process. *\*Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g.,* [*name@checkr.com*](mailto:name@checkr.com) *or* [*name@ext.checkr.com*](mailto:name@ext.checkr.com)*).* ### VP, Customer Support & Revenue Cycle Management URL: https://supporthuman.cx/jobs/vp-customer-support-revenue-cycle-management/ Last updated: 2026-08-07T22:07:24.000Z ## [Babylist](https://www.babylist.com/about/careers?ref=supporthuman.cx) | $244,000 - $293,200 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** See the [Senior Support Operations Analyst role](https://supporthuman.cx/senior-support-operations-analyst/) for info on Babylist's Careers page. This role reports to the Chief Product Officer, which is fine. But why not have a Chief Customer Officer (or make this role that) instead? Why must customer-facing roles always be junior to the rest of the senior leadership team? > Served as an executive and company leader, trusted to bring clarity and alignment across Product, Engineering, and Operations So Support is expected to run the company. Cool cool cool cool cool cool cooooooooool. > Represent Support and RCM at the executive level, influencing company strategy, aligning priorities, and ensuring operational decisions reflect Babylist’s commitment to We Love Our Users How is this role supposed to do any of that when every other executive outranks them? Again, pay is great, but I dunno, man. You'd be putting a lot of faith in the goodwill of people who can fire you if you don't somehow influence them to run the company properly. I'm calling **BINGO** on this one. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [VP, Customer Support & Revenue Cycle Management](https://job-boards.greenhouse.io/babylist/jobs/5472200004?ref=supporthuman.cx) **Who We Are** Babylist is the leading registry, e-commerce, and content platform for growing families. More than 9 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the Babylist Shop, Babylist Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and beyond partner with Babylist to engage meaningfully with families during one of life’s most important transitions. With over $1 billion in annual GMV, and more than $500 million in 2024 revenue, Babylist is reshaping the $320 billion baby product industry. We’re helping parents feel confident, connected, and cared for at every step. As we build the generational brand in baby, our mission remains simple: to connect growing families with everything they need to thrive.To learn more, visit [www.babylist.com](http://www.babylist.com/?ref=supporthuman.cx). **Our Ways of Working** Babylist thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, leverage AI to amplify our impact, and achieve results—together, from anywhere. **What The Role Is** Babylist is hiring a Vice President of Customer Support & Revenue Cycle Management (RCM) to lead two critical functions that power the Babylist experience: Support and Health RCM. This is an opportunity to shape the future of how we support our users through AI-driven and people-based experiences. You’ll build the systems, teams, and operations that deliver excellent service at scale. Support is a vital part of the Babylist brand and our user experience. Reporting to the Chief Product Officer, this is a hands-on, operator-first leadership role. You are accountable for building, running, and continuously improving the core customer support and RCM operations. The VP of Customer Support & RCM role combines operational excellence with innovation, leveraging AI, automation, and people-based service to deliver fast and effective support. You’ll define the vision, structure, and systems that enable Babylist to grow while staying true to our core value: *We Love Our Users.* **Who You Are** - **15+ years of experience** leading customer support, or operational functions in a tech-forward, user-centric environment; experience with revenue cycle management or healthcare operations is a plus - **Proven track record of developing strategy** in high-growth, user-centered companies that improves both user experience and business performance; knows how to bring teams along through change and growth - **Owned user-facing systems and operations**, making data-driven decisions about new features, processes, and experiences that directly impact users - **Experienced operating in a technology- and data-forward environment**, working closely with Engineering and Product to deliver intelligent, user-centric outcomes. Understands how AI and machine learning shape support and quality systems, and how to lead human-AI teams effectively - **Built operational mechanisms from the ground up** to measure team performance, user satisfaction, and quality; created transparent reporting systems that inform the company, rally resources, and align teams around key initiatives - **Built and scaled organizations and culture**, designing teams, developing leaders, and creating accountability systems that raise performance and deliver results - **Partnered with Finance to build and use financial models**, diving deep into operational and cost drivers to inform decisions that improve efficiency and strengthen both user experience and business performance - **Served as an executive and company leader**, trusted to bring clarity and alignment across Product, Engineering, and Operations — consistently driving continuous improvements to the user experience and operational performance - Not required, but valued: **Experience in revenue cycle management and regulated environments**, with knowledge of healthcare billing, insurance claims, privacy, and financial compliance requirements; builds teams and processes that operate with accuracy, consistency, and compliance **How You Will Make an Impact** - **Own the end-to-end Support and RCM operating model** — designing the structure, workflows, and success metrics that ensure efficiency, reliability, and an exceptional user experience - **Own the RCM Operational Goals: Y**ou have direct ownership of the RCM operational goals and their impact on the business. This includes driving greater impact/efficiency from timely filing, denial management, and payment receipt and posting - **Develop and execute the strategic plan** for Support and RCM, including long-term capacity planning, resourcing models, and measurable performance objectives tied to company goals - **Build the foundation for an AI-enabled support organization**, establishing policies, SOPs, and knowledge systems for both human and AI copilots. Partner with Technology to ensure AI and automation deliver high-quality, consistent outcomes that meet the Babylist standard. - **Establish operational and performance mechanisms** that track service quality, user satisfaction, team efficiency, and cost to serve — building dashboards and reports that provide visibility for executives and teams across Babylist - **Lead regular business reviews (MBRs)** that communicate performance trends, key risks, and improvement initiatives; ensure decisions are informed by accurate, timely data - **Build and maintain a data-driven culture**, ensuring every major operational decision is grounded in metrics, user feedback, and clear success criteria - **Partner with Product, Engineering, and Operations** to identify and resolve root-cause issues impacting the user experience, and to prioritize the right investments in tools, automation, and process improvement - **Partner with Finance and Data** to forecast support demand, model operational costs, and evaluate investments in automation, AI, and staffing efficiency - **Lead and develop high-performing teams and leaders**, setting clear expectations, career paths, and mechanisms for accountability and continuous improvement - **Ensure compliance and process integrity** within Support and RCM, maintaining the controls and oversight required to meet healthcare, privacy, and financial standards - **Represent Support and RCM at the executive level,** influencing company strategy, aligning priorities, and ensuring operational decisions reflect Babylist’s commitment to *We Love Our Users* **Why You Will Love Working At Babylist** **Our Culture** - We work with focus and intention, then step away to recharge - We believe in exceptional management and invest in tools and opportunities to connect with colleagues - We build products that positively impact millions of people's lives - AI is intentionally embedded in how we work, create, and scale—supporting innovation and impact **Growth & Development** - Competitive pay and meaningful opportunities for career advancement - We believe technology and data can solve hard problems - We're committed to career progression and performance-based advancement **Compensation & Benefits** - Competitive salary with equity and bonus opportunities - Company-paid medical, dental, and vision insurance - Retirement savings plan with company matching and flexible spending accounts - Generous paid parental leave and PTO - Remote work stipend to set up your office - Perks for physical, mental, and emotional health, parenting, childcare, and financial planning **About Compensation** We use a market-based approach to compensation. The base starting salary range for this role is: $244,000.00 - $293,200.00 Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity. **Important Notices** **Interview Process & Consent** Babylist uses AI to record and transcribe all interviews for evaluation purposes in accordance with CCPA and GDPR. By participating in an interview, you consent to this recording and transcription. **Interview Integrity** During the interview process, we're evaluating your individual problem-solving skills, creativity, and approach to challenges. While AI tools like ChatGPT, Claude, and Cursor are part of your daily toolkit once you join Babylist, all interviews, assessments, and take-home assignments must be completed independently. You may not use AI tools, third-party services, coaching platforms, or content-farming services during any part of the interview process unless we explicitly permit it. We will clearly communicate when AI tools are allowed for specific assessments. Any indication of third-party assistance or AI-generated responses will result in immediate disqualification. We may also verify educational credentials through third-party sources—providing false or misleading information will result in removal from consideration. **Official Communication** All communication will come only from the Babylist Talent Team via an @babylist.com email address. We will never request payment, bank information, or personal financial details. Be cautious of fraudulent outreach via non-company email addresses, messaging platforms (e.g., WhatsApp, Telegram), or unsolicited phone calls. Verify legitimate opportunities on our careers page. **SMS Consent** You may opt in to receive text message updates about your application or interviews. Opting out will not affect your application status—communication will continue via email or phone. Message and data rates may apply. Reply STOP to unsubscribe or HELP for assistance. See our Privacy Policy for more information. [Apply for this job](https://job-boards.greenhouse.io/babylist/jobs/5472200004?ref=supporthuman.cx#:~:text=Create%20alert-,Apply%20for%20this%20job) ### Senior Support Operations Analyst URL: https://supporthuman.cx/jobs/senior-support-operations-analyst/ Last updated: 2026-08-07T22:07:26.000Z ## [Babylist](https://www.babylist.com/about/careers?ref=supporthuman.cx) | $130,000 - $150,000 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** The Careers page brags about being a top place to work, so...off to Glassdoor! You ever read Glassdoor reviews and think the high-scoring ones are definitely either HR or the result of HR begging employees to go give them high marks? That's the feeling I get with Babylist's reviews. Even the good reviews say things like: > "Your tenure (Months/Years of service) starts all over \[when you promote\], which means your actual pay could actually be dropped and it make take 2 years to get to that higher pay than the previous job. However, this means many just stick to their lower pay rates at a higher step level just to keep from their pay dropping, which management evidently want it this way to save on money." > "Don't work at Babylist if: > \- You can't handle a direct communication style from leaders. They won't hold back to tell you what they think is good and what they think is not. I think that makes our product and business much stronger, but it's not for everyone. > \- You don't want to work hard to meet high expectations. We hire the best, we build to a high bar... you'll be surrounding by amazing people and be accomplishing awesome things. But the expectations are high! Babylist is fair and work-life balance is fine, but it's not somewhere you can rest and vest." So...yeah. Do with that what you will. > At Babylist, we embrace a high-performance culture that values direct feedback and a growth mindset. They buy *Radical Candor* for every manager, don't they? > We're excited to welcome new perspectives to our team. Am I surprised that there's no diversity statement on their Careers page? No. No, I am not. > All full-time, US employees receive a generous Babylist Shop discount. Yeah, that checks out. > Thrives in dynamic, evolving environments, adapting quickly to new information and leading teams confidently through ambiguity So that's two BJB red flags and a reference to leading teams in a job description that doesn't say anything anywhere else about leading anyone. Efficient! > Thrives in fast-growing scale-up environments (vs. large enterprises) where you build processes from scratch with limited resources and navigate ambiguity without clear playbooks Nevermind. This is not efficient, but it is a big red flag neon sign! The rest of the JD is fine, and the pay is great, but there are enough worrying cultural signals and other red flags that I feel compelled to put this in **Tread Carefully**. However, the pay is good enough that, for someone going in with their eyes open, it could be worth it even with the flags. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Senior Support Operations Analyst](https://job-boards.greenhouse.io/babylist/jobs/5737720004?ref=supporthuman.cx) **Who We Are** Babylist is the leading registry, e-commerce, and content platform for growing families. More than 9 million people shop with Babylist every year, making it the go-to destination for seamless purchasing, trusted guidance, and expert product recommendations for new parents and the people who love them. What began as a universal registry has grown into a full ecosystem for new parents, including the Babylist Shop, Babylist Health, and a flagship showroom in Los Angeles. Hundreds of brands in baby and beyond partner with Babylist to engage meaningfully with families during one of life’s most important transitions. With over $1 billion in annual GMV, and more than $500 million in 2024 revenue, Babylist is reshaping the $320 billion baby product industry. We’re helping parents feel confident, connected, and cared for at every step. As we build the generational brand in baby, our mission remains simple: to connect growing families with everything they need to thrive.To learn more, visit [www.babylist.com](http://www.babylist.com/?ref=supporthuman.cx). **Our Ways of Working** Babylist thrives as a remote-first company, with HQ team members located across the U.S. and Canada. We meet in person twice a year—once as a company and once by department to strengthen the relationships that power our work. We show up consistently, stay purpose-driven, leverage AI to amplify our impact, and achieve results—together, from anywhere. **What the Role Is** As a **Senior Support Operations Analyst**, you'll be the technical architect behind Babylist's Customer Support infrastructure—building the systems, insights, and AI-powered tools that help our CS organization scale efficiently without sacrificing quality. You'll own the support tech stack end to end: configuring Zendesk automation, optimizing chatbot performance, building SQL-based dashboards in Sigma/Tableau, and creating reporting frameworks that drive CS leadership decisions. You'll identify operational bottlenecks, partner with engineering and product teams to fix root causes, and lead change management for new tool adoption. This role requires both technical depth and strategic thinking. You can write complex SQL, build dashboards independently, and troubleshoot integrations—while also knowing when to automate versus when human touch matters. You'll serve as the bridge between technical teams and operations, enabling CS managers and offshore teams with self-service analytics they can use. If you've thrived in fast-moving scale-ups building reporting infrastructure from scratch and implementing chatbot solutions that actually worked, this role will energize you. **Who You Are** - 7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments - Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience - Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics - 3+ years hands-on experience with Zendesk(or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations - Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions - Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support - Experience integrating data across multiple systems and working with APIs - Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics - Proven ability to lead end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms) - Comfortable managing multiple support systems and vendor relationships (Zendesk), with a focus on usability and impact - Confident communicator able to work across technical and non-technical teams - Experienced partnering with offshore and remote support teams across multiple time zones - Skilled at working cross-functionally with engineering, product, data, and supply chain teams to translate technical requirements and drive solutions - Deeply user-centric, with a mindset grounded in empathy, clarity, and continuous improvement - Thrives in dynamic, evolving environments, adapting quickly to new information and leading teams confidently through ambiguity - Thrives in fast-growing scale-up environments (vs. large enterprises) where you build processes from scratch with limited resources and navigate ambiguity without clear playbooks - You're comfortable and enthusiastic about working in an AI-forward environment where AI tools are part of daily operations. You embrace technology to enhance your work while keeping people at the center **How You Will Make An Impact** - Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems - Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform) - Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions - Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution - Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions - Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model - Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality - Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases - Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value - Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction - Lead structured change management processes for customer support tools and workflows, ensuring readiness across agents, leadership, and systems - Collaborate with Strategic Sourcing and Tech partners to evaluate tools and optimize the support stack **Why You Will Love Working At Babylist** **Our Culture** - We work with focus and intention, then step away to recharge - We believe in exceptional management and invest in tools and opportunities to connect with colleagues - We build products that positively impact millions of people's lives - AI is intentionally embedded in how we work, create, and scale—supporting innovation and impact **Growth & Development** - Competitive pay and meaningful opportunities for career advancement - We believe technology and data can solve hard problems - We're committed to career progression and performance-based advancement **Compensation & Benefits** - Competitive salary with equity and bonus opportunities - Company-paid medical, dental, and vision insurance - Retirement savings plan with company matching and flexible spending accounts - Generous paid parental leave and PTO - Remote work stipend to set up your office - Perks for physical, mental, and emotional health, parenting, childcare, and financial planning **About Compensation** We use a market-based approach to compensation. The starting salary range for this role is: **$130,000 to $150,000** Your starting salary will be based on your location, experience, and qualifications, with increases over time tied to performance, role growth, and internal pay equity. **Important Notices** **Interview Process & Consent**Babylist uses AI to record and transcribe all interviews for evaluation purposes in accordance with CCPA and GDPR. By participating in an interview, you consent to this recording and transcription. **Interview Integrity**During the interview process, we're evaluating your individual problem-solving skills, creativity, and approach to challenges. While AI tools like ChatGPT, Claude, and Cursor are part of your daily toolkit once you join Babylist, all interviews, assessments, and take-home assignments must be completed independently. You may not use AI tools, third-party services, coaching platforms, or content-farming services during any part of the interview process unless we explicitly permit it. We will clearly communicate when AI tools are allowed for specific assessments. Any indication of third-party assistance or AI-generated responses will result in immediate disqualification. We may also verify educational credentials through third-party sources—providing false or misleading information will result in removal from consideration. **Official Communication** All communication will come only from the Babylist Talent Team via an @babylist.com email address. We will never request payment, bank information, or personal financial details. Be cautious of fraudulent outreach via non-company email addresses, messaging platforms (e.g., WhatsApp, Telegram), or unsolicited phone calls. Verify legitimate opportunities on our careers page. **SMS Consent** You may opt in to receive text message updates about your application or interviews. Opting out will not affect your application status—communication will continue via email or phone. Message and data rates may apply. Reply STOP to unsubscribe or HELP for assistance. See our Privacy Policy for more information. [Apply for this job](https://job-boards.greenhouse.io/babylist/jobs/5737720004?ref=supporthuman.cx#:~:text=Create%20alert-,Apply%20for%20this%20job) ### Senior Support & Enablement Operations Analyst URL: https://supporthuman.cx/jobs/senior-support-enablement-operations-analyst/ Last updated: 2026-08-07T22:07:27.000Z ## [Docker](https://www.docker.com/careers/?ref=supporthuman.cx) | $120,800 - $151,000 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** The Careers page is detailed and informative, although all of the employee testimonials on that page are from white men. Oops! Hmm...Docker positions itself as a startup in this job description, which is odd since it's been around since 2013\. I'm always a little concerned when companies can't seem to let go of a startup mentality, even though they're well past the age when they should be comfortable with more sophisticated operations. The perks section includes medical benefits, which—say it with me—are not perks. But! The job description is thorough and well-considered, and the pay is excellent, as are the benefits (among which are 100% company-paid for employees and dependents!). This is a high-ranking **Eh, It's Probably Fine.** [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Senior Support & Enablement Operations Analyst](https://jobs.ashbyhq.com/docker/065e2947-5c4f-4e3e-b296-0227a4d5bd50?embed=js&ref=supporthuman.cx) At Docker, we make app development easier so developers can focus on what matters. Our remote-first team spans the globe, united by a passion for innovation and great developer experiences. With over 20 million monthly users and 20 billion image pulls, Docker is the #1 tool for building, sharing, and running apps—trusted by startups and Fortune 100s alike. We’re growing fast and just getting started. Come join us for a whale of a ride! The Docker Support team supports customers using the largest and most popular container registry service in the world today, Docker Hub. Millions of users - community developers, open source projects and Independent Software Vendors - push and pull Docker container images billions of times through Docker Hub. If you have experience in building support workflows and want to play a critical role in the evolution of Docker’s next chapter, then this role is for you. We are seeking a **Senior Support and Enablement Operations Analyst** who combines deep technical operations expertise with strong data analysis skills to optimize our support operations and tech stack.. This role requires someone who is eager to collaborate with different functions and dive into projects, big and small, to create a first in class support experience internally and externally. You will work closely with Support, Business Operations, Production Engineering, and Product Management to drive critical, scalable processes. **Responsibilities** - Build and maintain functionality and processes leveraging Salesforce for scalable case management and escalation process - Create and update documentation related to the the teams workflows and automations - Generate and analyze reports for support, provisioning, and enablement functions to ensure meeting key KPIs (i.e.SLAs) and opportunities for operational improvements - Collaborate with Product, Engineering, and Customer Success teams to relay feedback and trends on cross functional support issues and customer experience **Qualifications** - 4+ years in support operations or similar - Experience with admin tasks in Salesforce (ideally related to Service Cloud) - Sigma, Tableau, or a similar reporting and visualization tool - Proficiency with Excel/Google sheets - Good written communication skills - Ability to work remotely across time zones - Experience building and optimizing intelligent automations using AI tools, integration platforms, and workflow technologies - Working knowledge of SQL and data modeling concepts including table relationships, joins, and query optimization ### **What to expect** **First 30 days:** - Onboarding activities to follow in the first 2 weeks - Meet the support team and other people you will have to interact with - Understand the values of Docker - Understand the team mission - Start diving into the different tools **First 90 days:** - Feel comfortable with the environment - Meet people across the company - Take part in cross functional meetings and projects - Learn about current state of automations and workflows for the Support and Enablement team **One Year Outlook** - Have established strong relationships with all team members and cross functional teams - Make recommendations and contribute ideas to help improve our current automations - Be a part of building a first class Salesforce Service Cloud environment - Build reporting **Docker does not offer visa sponsorship for this role.** We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using [Covey Scout for Inbound](https://getcovey.com/product/covey-scout-inbound?ref=supporthuman.cx) on April 13, 2024. Please see the independent bias audit report covering our use of Covey [here](https://getcovey.com/nyc-local-law-144?ref=supporthuman.cx). **Perks** - Freedom & flexibility; fit your work around your life - Designated quarterly Whaleness Days plus end of year Whaleness break - Home office setup; we want you comfortable while you work - 16 weeks of paid Parental leave - Technology stipend equivalent to $100 net/month - PTO plan that encourages you to take time to do the things you enjoy - Training stipend for conferences, courses and classes - Equity; we are a growing start-up and want all employees to have a share in the success of the company - Docker Swag - Medical benefits, retirement and holidays vary by country - Remote-first culture, with offices in Seattle and Paris Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be. [Apply for this job](https://jobs.ashbyhq.com/docker/065e2947-5c4f-4e3e-b296-0227a4d5bd50/application?embed=js&ref=supporthuman.cx) ### Product Support Analyst, EDI & API URL: https://supporthuman.cx/jobs/product-support-analyst-edi-api/ Last updated: 2026-08-07T22:07:28.000Z ## [Orderful](https://www.orderful.com/about/careers?ref=supporthuman.cx) | $73,000 - $92,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Another first I think with this company: we also have access to a frontline role job description in addition to Director and VP-level roles. Pretty cool! This JD has the same problems are the Director role: weirdly tiny font and an unintentionally amusing *Why work with Orderful* section. (Also, I think maybe the font fully changes for some of the bullet points later in the JD?) > As a Product Support Analyst, you’ll bridge the gap between modern API technology and global supply chain standards. I genuinely do not know what this is supposed to mean. > You will triage and resolve technical questions through our ticketing system, acting as a subject matter expert for our cloud-based EDI platform. Your mission is to deliver fast, accurate support while building the knowledge base to help our support scale. This, however, is a great, straightforward description of the role. > To support close collaboration with our EU partners, this role works a 4:00 AM–1:00 PM ET schedule. These hours are a core part of the role, so we encourage candidates to consider their ability to commit before applying. I think it's good they're upfront about the schedule expectations, although I'm curious why they don't just hire someone in an EU time zone. I get that a lot of startups don't have the tax setup/hiring infrastructure to do that yet, but like...Deel exists (for better or worse). Unusually, we do get comp for this IC role and not for the senior ones: > The pay range for this role is: 73,000 - 92,000 USD per year (Remote (United States)) But given the unusual schedule expectations and the very specific technical skills and experience required for this role, that salary range is not great. I mean, with the poor job market, they'll probably be able to hire someone at that comp, but yeah. I'm not impressed. Tread Carefully. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Product Support Analyst, EDI & API](https://ats.rippling.com/en-US/orderful/jobs/f5caa8bf-fa90-407c-ac30-74e8457eff3a?ref=supporthuman.cx) ***About Orderful*** Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can **click-to-trade** with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with **2× YoY** growth. Our culture is **high-ownership, high-tempo, and low-ego;** we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk. ***Our Core Company Values*** As a team, we're guided by three core values. They impact what we are building, while helping us stay true to ourselves and accountable to each other. 1. Commitment to Customers 2. Learn, Iterate, Grow 3. Build a Great Community ***Why work with Orderful?*** - Unlimited PTO - A week off for everyone in December during the winter holiday period - Competitive Compensation - Lifestyle Work From Home Benefit - Health Insurance (Life, Medical, Dental, Vision, EAP) - Opportunity to make significant impact on the growth of a company - Remote Work - Flexibility - Stock Options - Weekly Yoga **About the Role** As a Product Support Analyst, you’ll bridge the gap between modern API technology and global supply chain standards. You will triage and resolve technical questions through our ticketing system, acting as a subject matter expert for our cloud-based EDI platform. Your mission is to deliver fast, accurate support while building the knowledge base to help our support scale. ***To support close collaboration with our EU partners,* this role works a 4:00 AM–1:00 PM ET schedule. *These hours are a core part of the role, so we encourage candidates to consider their ability to commit before applying.*** **Core Responsibilities** - **Technical Troubleshooting:** Resolve complex issues across EDI workflows and Orderful API usage; explain technical concepts clearly to both developers and business users. - **Ticket Ownership:** Manage inbound requests within defined SLAs, ensuring high customer satisfaction. - **Platform Advocacy:** Identify repeat issues and patterns; partner with Product and Engineering to prioritize fixes and improve the overall developer experience. - **Documentation:** Create and maintain Knowledge Base articles to drive customer self-service and ticket deflection. - **Escalation Management:** Identify urgent platform issues and escalate with clear technical context and reproduction steps. **Requirements** - **Critical EDI Skills:** Deep, hands-on understanding of **EDIFACT** and **X12** specifications is non-negotiable. - **API Proficiency:** Experience troubleshooting REST APIs and understanding JSON structures. - **Connectivity:** Familiarity with AS2, SFTP, and HTTP protocols. - **Analytical Mindset:** Proven ability to trace complex integration errors to their root cause in a high-volume SaaS environment. - **Communication:** Excellent written skills, with the ability to simplify technical problems for diverse stakeholders. - **Proactive & self-starting:** Able to take ownership of tickets, investigate independently, and escalate with clear context when needed. **Preferred** - Experience with modern support tools (Intercom, Salesforce, or Jira). - Background in Retail or Transportation logistics. --- *At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!* The pay range for this role is: 73,000 - 92,000 USD per year (Remote (United States)) ### Director, Customer Support URL: https://supporthuman.cx/jobs/director-customer-support-3/ Last updated: 2026-08-07T22:07:29.000Z ## [Orderful](https://www.orderful.com/about/careers?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** See the [VP, Operations](https://supporthuman.cx/vp-customer-operations/) role for notes on the Careers page. There are some weird formatting issues in this job description that weren't present in the VP role (very tiny font in the first three sections of the JD). It could be that the hiring manager is stretched thin, or there's no People Ops to speak of, as I'd like to think they would have caught this. Compared with the VP, Customer Ops role, it's clear that much more thought and effort went into the VP JD. Each section is more abbreviated, and there are no *The Opportunity* or *What Success Looks Like* sections. In terms of transparency, this JD suffers without them. This role does get a *Why work with Orderful?* section that was not in the VP role, but oddly, I think the addition hurts them rather than helps: > Competitive Compensation I'll let you guess why. > Lifestyle Work From Home Benefit > Remote Work > Flexibility Yes, you're reading that right: three separate bullets that say basically the same thing. It's like a Greek chorus of things that are not benefits. *Weekly Yoga* This is a remote position. Having said all that, this role's responsibilities are well-scoped and make sense for a Director role, as do the requirements, which distinguish it well enough from the VP position. The application also does an interesting thing: it offers prewritten options to indicate your experience level for various requirements, which I think is a neat alternative to having candidates write essay responses. If it weren't for the lack of salary transparency, this would still go in **Eh, It's Probably Fine**, but alas. You know the drill. [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Director, Customer Support](https://ats.rippling.com/en-US/orderful/jobs/6f63e16e-d457-4e78-87b0-4c3862f12c29?ref=supporthuman.cx) ***About Orderful*** Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can **click-to-trade** with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with **2× YoY** growth. Our culture is **high-ownership, high-tempo, and low-ego;** we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk. ***Our Core Company Values*** As a team, we're guided by three core values. They impact what we are building, while helping us stay true to ourselves and accountable to each other. 1. Commitment to Customers 2. Learn, Iterate, Grow 3. Build a Great Community ***Why work with Orderful?*** - Unlimited PTO - A week off for everyone in December during the winter holiday period - Competitive Compensation - Lifestyle Work From Home Benefit - Health Insurance (Life, Medical, Dental, Vision, EAP) - Opportunity to make significant impact on the growth of a company - Remote Work - Flexibility - Stock Options - Weekly Yoga **About the role** As the Director of Customer Support, you will lead the strategy and operating model for three distinct functions: Integration, Onboarding, and Post Go-Live Support. Your mission is to build a process-driven, AI-enabled organization that scales safely while exceeding customer expectations. You will act as the critical link between the customer and our technical teams, transforming support signals into structured insights for Product and Engineering to drive long-term platform improvements. **Key Responsibilities** - **Strategic Operating Model:** Define and govern support structures, escalation paths, and cross-functional handoffs to ensure a seamless customer journey from onboarding through production. - **Performance & SLA Accountability:** Own core CX outcomes including TTFR (<60m), TTR (<1d), and CSAT (>95%), using weekly trend analysis and corrective action plans to maintain excellence. - **AI-Enabled Support Governance:** Implement and oversee AI-driven Tier-1 triage and self-service automation, ensuring accuracy, safety, and clear escalation paths for complex edge cases. - **Product & Engineering Feedback Loop:** Replace fragmented feedback with a structured, revenue-weighted pipeline that quantifies customer needs and identifies root-cause themes for product prioritization. - **Resource & Capacity Planning:** Design global coverage models (including US, Canada, and EU) and staffing plans to manage variable ticket volumes and complexity. - **Operational Safety & "Managed Hacks":** Establish a governed system for documenting and lifecycle-managing custom workarounds (e.g., Workato flows, scripts) to minimize technical debt and risk. - **Support Playbook Library:** Build and maintain a standardized library of responses and playbooks to reduce resolution variance and improve first-contact resolution rates. **Requirements** - **Established Support Leader:** A proven track record of leading multi-function Support or Technical Operations organizations within high-growth B2B SaaS environments. - **Operational Architect:** Accomplished at building scalable processes, defining rigorous SLAs, and implementing reporting cadences that drive team accountability. - **Technical Domain Expertise:** Deep experience supporting integration-heavy products (APIs, EDI, iPaaS) and managing complex production incident patterns. - **Cross-Functional Catalyst:** Demonstrated ability to translate support data into actionable insights that influence Product and Engineering roadmaps. - **Strategic Capacity Modeler:** Practiced in forecasting demand and designing global support coverage models across multiple time zones. **Preferred Qualifications** - **AI Implementation:** Experience deploying and governing AI tools for triage, knowledge automation, or support copilots. - **Premium Support Design:** Background in building and packaging tiered support offerings without creating a services-heavy dependency. - **Technical Background:** Early-career experience in Engineering or Product Management is highly valued. *At Orderful, one of our core values is building a great community. We are looking for strong, diverse, and supportive team members. We welcome everyone to apply. Come join our team, where we celebrate differences, play to our strengths, and encourage growth!* ### VP, Customer Operations URL: https://supporthuman.cx/jobs/vp-customer-operations/ Last updated: 2026-08-07T22:07:31.000Z ## [Orderful](https://www.orderful.com/about/careers?ref=supporthuman.cx#openPositionsSection-3) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** > We're building a strong team of people who find purpose in their work and support each other in the process. At Orderful, you'll have the opportunity to work with like-minded people, the autonomy to tackle challenges, and truly make an impact. It's not that I hate this company intro, it's just that it's so generic. I swear I've read this on a hundred other Careers pages. It's the plain white bread of company pitches. Their *Values* are decent, if basic, but I do like that they included this bit (positive cultural signal!): > We provide a safe environment to learn and try new things. Seems like they have a diverse team (even in technical departments), and their testimonials are very sweet and people-centered (I also like that they took care to make sure the testimonials weren't just from white dudes). So I think this might be the first time I've reviewed a VP, Customer Operations *and* a Director, Customer Support from the same company, so I'm excited to see how they compare. > Orderful is reinventing how businesses connect and trade. Ah yes, but then isn't everyone? > Our culture is high-ownership, high-tempo, and low-ego - we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. *Two* startups in a row that didn't use "fast-paced, startup environment"?! I feel both overjoyed and deeply threatened. If this keeps up, will the jobs even need me anymore??? Who am I without yelling about lazy companies? FRIENDS, WHAT WILL I DO? Genuinely love the *Opportunity* section and the very transparent explanation of what the role will need to accomplish in the next 12-18 months. It seems perhaps a little too ambitious to me, but at least the goals are appropriate for a VP, and you know the score going in and can decide if it's something you're willing to tackle. > Testing & Quality – Modernize testing frameworks and leverage automation to ensure reliability and speed. This is from the *What You'll Lead* section and seems out of scope for a VP, Customer Operations, but maybe they mean CX quality? > Integration & Automation – Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences. > Partner & Vendor Programs – Develop and manage a global network of certified delivery partners to augment capacity and maintain quality. > Retail Partnership - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale These also seem like out-of-scope teams for this kind of role, but maybe that's just me! Love that they included a *What Success Looks Like* section for the same reason I liked the *Opportunity* section, and the role requirements are reasonable. The *About Our Work Environment* bit strays dangerously close to a few BJB entries, but given their overall transparency, I'm willing to give them a pass. I think this sounds like another cool opportunity, although I'd ask about the scope of the role, given that at least a few of the teams they'd be overseeing are often separate departments. However, yet again, what would otherwise be a solid **Eh, It's Probably Fine** is getting thrown into **Tread Carefully** instead because there is no comp given. I guess I have job security after all? **Edit:** I heard from a reader that Orderful has posted some version of this role several times (and that they’d applied for at least 3 recently). Seems like it could be a 👻 Ghost job! [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [VP, Customer Operations](https://ats.rippling.com/en-US/orderful/jobs/1eb006e8-6ac8-4cc9-b36b-223b758f8413?ref=supporthuman.cx) ### **Help Us Revolutionize Global Trade at Orderful** Orderful is reinventing how businesses connect and trade. We modernize EDI - the backbone of $5T+ in global commerce - so companies can **click-to-trade** with any partner fast. We’re Series B and among the fastest-growing in supply-chain tech, with **2× YoY** growth. We’re hiring a **VP, Customer Operations** to build the post-sales engine that gets customers live in days, scales to thousands of partners, and delivers a world-class experience. Our culture is **high-ownership, high-tempo, and low-ego** \- we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. If that sounds like you, let’s talk. ### **The Opportunity** You’ll own the full post-sales experience - from setup and integration through testing, and support. Your mission is to turn today’s onboarding and support process into a scalable, automated, and customer-delighting engine. In the next 12–18 months we must: - Cut onboarding time dramatically (e.g., **go-live in hours and days, not months**). - Scale throughput (**100s customer go-lives in a month** in a repeatable manner). - Improve core economics (bring services **payback ≤ 12 months)** - Enable revenue teams to improve retention (**GDR toward 95%**, **NRR ≥ 110%**). - Manage a network of 3rd party partners to help customers test and go-live with with trading partners (**100% testing through outsourced vendors, testing complete in days)** - Deliver customer delight through a support team by delivering industry leading support **(time to first response <60 minutes, time to resolve < 1 business day)** - Shift manual work to the product **(e.g., reducing testing time by 75% by end of 2026).** You’ll partner tightly with Product and Engineering to encode operational know-how into the product and with Revenue to ensure seamless handoffs and proactive account outcomes. ### **What You’ll Lead** - **Implementation & Onboarding –** Streamline the customer journey from contract to go-live. Define stage gates, SLAs, and measurable throughput goals. - **Testing & Quality –** Modernize testing frameworks and leverage automation to ensure reliability and speed. - **Customer Support –** Build a proactive, data-driven support model that improves customer health, reduces escalations, and increases retention. - **Integration & Automation –** Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences. - **Partner & Vendor Programs –** Develop and manage a global network of certified delivery partners to augment capacity and maintain quality. - **Retail Partnership** \- setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale ### **Key Responsibilities** **Strategy & Org Build** - Define and execute the post-sales operating model across onboarding, integration, testing, and support. - Build the leadership team and scalable mix of internal and partner resources. - Establish clear handoffs between Sales, Implementation and Support **Operational Excellence & Automation** - Standardize playbooks and metrics to ensure consistency and predictability. - Implement weekly business reviews (WBRs) with leading/lagging indicators and continuous improvement loops. **Economics & Capacity** - Forecast volume growth (thousands of partner activations per year). - Use data to optimize staffing and partner allocation models. - Partner with Product / Engineering to build scalable operational tools and insights. - Collaborate with Finance on pricing, budgeting, and ROI tracking. **Vendor & Program Management** - Source, contract, and manage onboarding/testing partners; set scorecards, incentives, and penalties. - Stand up a second source for capacity and risk mitigation. **Cross-Functional Leadership** - Partner with Product/Engineering (CTO/VP Product) to translate ops pain into product requirements - Align with SVP Revenue on forecasting, account transitions, expansions, and save motions. - Collaborate with Finance on budgets, pricing, and ROI tracking. ### **What Success Looks Like (first 6–12 months)** - **Onboarding throughput:** predictable playbook achieving and scaling beyond 100 partner go-lives per week - **Time-to-live:** for customers with trading partners in network, go-live in P95 <9 days - **Economics:** payback ≤ 12 months for using external testing vendors - **Automation:** majority of validation and testing handled via platform tools, minimal manual intervention. - **Team:** leadership bench in place, vendor network live, WBR cadence established. ### **Requirements** - 12+ years leading post-sales/customer operations in B2B SaaS, with 5+ years at VP/Head level owning multiple functions (implementations, testing/QA, support). - Proven record scaling onboarding throughput and improving GDR/NRR with measurable unit-economics gains. - Deep experience building repeatable playbooks, capacity models, SLAs, and vendor ecosystems. - Technically fluent: comfortable with APIs, data models, and how tech platforms work - Bonus: familiarity with EDI/ANSI X12, JSON, labels, MFT). - Exceptional cross-functional leadership; crisp written/verbal communication. ### **Preferred** - Background in EDI / B2B integration / supply chain tech (e.g., certification programs, portal testing, label standards). - Experience with ERP ecosystems (NetSuite, D365 BC, SAP B1) and connector programs. - Prior work experience of shifting services to productized automation. ### **About Our Work Environment** We operate fast and sweat details. You’ll roll up your sleeves, manage changing priorities, and keep quality high while building durable systems. If you like turning complex post-sales chaos into elegant, automated operating rhythms, let’s talk. ### Global Support Manager URL: https://supporthuman.cx/jobs/global-support-manager/ Last updated: 2026-08-07T22:07:32.000Z ## [Unstructured](https://unstructured.io/careers?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** No real Careers page to speak of, and given the company obviously dropped a decent amount of cash on their website, I don't really understand why there isn't one (or an About page that at least introduces candidates to the company). > We’re hiring a Global Support Manager to build and lead Unstructured’s global customer support function from the ground up. This is a true builder role: you’ll design the operating model, hire and develop small, high‑impact regional support teams (initially \~2 engineers per region across the Americas, EMEA, and APJ), and establish the processes, tooling, and culture needed to support enterprise customers running mission‑critical AI and data workloads. This is a fantastic introduction to the role, and it's a green flag that they included building the team culture as part of the role. Having said that, even though it sounds like this company is still in startup mode, given these duties, this role really should have a more senior title – Head of Global Support at least, but I'd prefer VP, just to give them similar seniority to other senior leaders they've likely already hired. I'm also concerned that they don't mention hiring managers – even at just 2 per region (assuming they don't mean only the three they mentioned, since those cover a lot of time zones), they're going to hit the limit on how many people one person can manage almost immediately. > You will balance strategic ownership with hands-on execution—setting the long‑term vision for global support while remaining close to customers, incidents, and escalations. Again, I like this, but there really needs to be one layer of management between this role and the direct support team; otherwise, they'll spend a lot of their time filtering their inputs down to just the things they really need to be hands-on with. > Review and evaluate existing support tooling (e.g., ticketing, on‑call, knowledge base, customer communications). Okay, so maybe there's already some kind of team in place? It's not clear, and I think it would benefit them to be more explicit about this (also, if there \*is\* already a team in place, the title is even more confusing). > 8+ years in customer support, technical support, site reliability, or customer engineering roles within an enterprise SaaS environment. Yeah, this really needs a more senior title! > A hands‑on, builder mindset: comfortable operating without heavy structure and creating clarity where none exists. I really do love this phrasing—again, see how you can describe the skills and culture fit you're looking for in a candidate without resorting to tired and easy tropes? > Why You’ll Love This Role Appreciate this positive, candidate-first framing! Damn, I think this would be a high **Eh, It's Probably Fine** if it had salary transparency, but it doesn't. That's a big bummer, because despite the titling issues and ambiguity about the existing team, I think there are a lot of positive cultural signals, and it would be a fun, meaty role for someone who loves the swift pace and depth of skill / knowledge that one gets to apply when building a Support function for a startup. I reluctantly place this in **Tread Carefully.** [Newsletter Issue](https://supporthuman.cx/p/16feb26-bad-job-bingo) --- ### Original Job Description: [Global Support Manager](https://jobs.lever.co/unstructuredtechnologies/49adb59b-7c66-48e7-ba10-074381beeb0f?ref=supporthuman.cx) **About Us** Unstructured is defining the standard for enterprise data transformation in the age of LLMs and GenAI. In just two years, we’ve raised over $65M from world-class investors, including Menlo Ventures, Bain Capital, Databricks, Nvidia, Microsoft, and IBM. Our open-source toolkit has been downloaded 52M+ times with adoption by 50,000+ companies, including nearly half of the Fortune 500\. We’re powering production AI workflows across commercial and federal sectors—transforming PDFs, emails, images, and more into AI-ready data at scale. *We’re not just building tooling, we’re building infrastructure to unlock intelligence across industries.* This role is Remote - United States **About the Role** We’re hiring a **Global Support Manager** to build and lead Unstructured’s global customer support function from the ground up. This is a true builder role: you’ll design the operating model, hire and develop small, high‑impact regional support teams (initially \~2 engineers per region across the Americas, EMEA, and APJ), and establish the processes, tooling, and culture needed to support enterprise customers running mission‑critical AI and data workloads. You will balance strategic ownership with hands-on execution—setting the long‑term vision for global support while remaining close to customers, incidents, and escalations. You’ll partner closely with Engineering, Product, Sales, and Security to ensure fast resolution, strong feedback loops, and a world‑class enterprise support experience. **What You’ll Do** **Build and Scale Global Support** - Design and implement Unstructured’s global support strategy, operating model, and coverage plan across time zones. - Hire, onboard, and manage small regional support teams in the Americas, EMEA, and APJ. - Define clear roles, on‑call rotations, escalation paths, and follow‑the‑sun coverage. - Establish a strong team culture focused on ownership, customer empathy, and operational excellence. **Own Enterprise Support Operations** - Build and run day‑to‑day support operations, including ticket triage, prioritization, SLAs/SLOs, and customer communications. - Act as the senior escalation point for complex or high‑severity customer issues. - Ensure consistent, high‑quality support experiences across regions. - Partner with Security, Legal, and Compliance teams on customer incidents and enterprise requirements. **Define Processes, Tooling, and Metrics** - Review and evaluate existing support tooling (e.g., ticketing, on‑call, knowledge base, customer communications). - Define and track key support metrics (e.g., response time, resolution time, customer satisfaction, backlog health). - Create runbooks, incident management processes, and post‑incident review practices. - Build internal and external knowledge bases to scale support efficiency. **Partner Cross‑Functionally** - Work closely with Engineering to drive efficient debugging, root‑cause analysis, and durable fixes. - Establish strong feedback loops with Product to surface recurring issues, feature gaps, and customer insights. - Collaborate with Sales and Customer Success on onboarding, renewals, and enterprise escalations. - Support pre‑sales and onboarding motions by defining support expectations and readiness for enterprise customers. **Be Hands‑On When It Matters** - Jump into tickets, incidents, and customer calls as needed—especially early on and during critical events. - Lead major incident responses, including customer updates and internal coordination. - Set the standard for technical depth, responsiveness, and customer trust. **What You Bring** - 8+ years in customer support, technical support, site reliability, or customer engineering roles within an enterprise SaaS environment. - Proven experience building and scaling a support organization from scratch or through early growth stages. - Experience managing globally distributed teams across multiple time zones. - Strong technical background with the ability to understand and troubleshoot complex systems (cloud infrastructure, APIs, data pipelines, or developer‑facing platforms). - Deep familiarity with enterprise support expectations, SLAs, incident management, and executive‑level escalations. - Excellent communication skills—able to translate technical issues into clear, confident customer messaging. - A hands‑on, builder mindset: comfortable operating without heavy structure and creating clarity where none exists. **Nice to Have** - Experience supporting data platforms, developer tools, or AI/ML infrastructure. - Background working with large enterprise or regulated customers. - Familiarity with cloud platforms (AWS, GCP, Azure) and modern observability/on‑call tooling. - Experience partnering closely with open‑source communities or products. **Why You’ll Love This Role** Build from zero to one: You’ll design and own Unstructured’s global support function end‑to‑end. High impact: Your work directly affects customer trust, retention, and success. Elite customers: Support teams running mission‑critical AI and data workloads. Cross‑company influence: Shape product quality, reliability, and the overall customer experience.Startup speed, enterprise scale: Move fast while building systems that support global enterprises. *Ready to help the world’s leading organizations unlock their unstructured data for AI? Join us and lead the deployments that make it real.* We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. ### A little late night foray into Careers page hell URL: https://supporthuman.cx/p/a-little-late-night-foray-into-careers-page-hell/ Last updated: 2026-10-02T17:59:32.000Z Had a busy weekend / Monday (all good stuff, just time-consuming), so Bad Job Bingo’s a little late tonight. Brace yourself for swearing at the end. I was trudging through the Careers page hell. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Senior Support & Enablement Operations Analyst](https://www.jobs.supporthuman.cx/senior-support-enablement-operations-analyst/?ref=supporthuman.cx) Docker · $121k-$151k · Remote, US, CAN The Careers page is detailed and informative, although all of the employee testimonials on that page are from white men. Oops! Hmm...Docker positions itself as a startup in this job description, which is odd since it's been around since 2013\. I'm always a little concerned when companies can't seem to let go of a startup mentality, even though they're well past the age when they should be comfortable with more sophisticated operations. The perks section includes medical benefits, which—say it with me—are not perks. But! The job description is thorough and well-considered, and the pay is excellent, as are the benefits (among which are 100% company-paid for employees and dependents!). This is a high-ranking **Eh, It's Probably Fine.** ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [VP, Customer Operations](https://www.jobs.supporthuman.cx/vp-customer-operations/?ref=supporthuman.cx) Orderful · No comp given · Remote, US, CAN > We're building a strong team of people who find purpose in their work and support each other in the process. At Orderful, you'll have the opportunity to work with like-minded people, the autonomy to tackle challenges, and truly make an impact. — It's not that I hate this company intro, it's just that it's so generic. I swear I've read this on a hundred other Careers pages. It's the plain white bread of company pitches. Their Values are decent, if basic, but I do like that they included this bit (positive cultural signal!): *We provide a safe environment to learn and try new things.* Seems like they have a diverse team (even in technical departments), and their testimonials are very sweet and people-centered (I also like that they took care to make sure the testimonials weren't just from white dudes). So I think this might be the first time I've reviewed a VP, Customer Operations *and* a Director, Customer Support from the same company, so I'm excited to see how they compare. > Orderful is reinventing how businesses connect and trade. Isn't everyone? > Our culture is high-ownership, high-tempo, and low-ego - we iterate quickly, care deeply about customers and teammates, and love turning manual operations into products. — Two startups in a row that didn't use "fast-paced, startup environment"?! I feel both overjoyed and deeply threatened. If this keeps up, will the jobs even need me anymore??? Who am I without yelling about lazy companies? FRIENDS, WHAT WILL I DO? Genuinely love the *Opportunity* section and the very transparent explanation of what the role will need to accomplish in the next 12-18 months. It seems perhaps a little too ambitious to me, but at least the goals are appropriate for a VP, and you know the score going in and can decide if it's something you're willing to tackle. > Testing & Quality – Modernize testing frameworks and leverage automation to ensure reliability and speed. — This is from the *What You'll Lead* section and seems out of scope for a VP, Customer Operations, but maybe they mean CX quality? > Integration & Automation – Oversee ERP and system-of-record integrations (e.g., NetSuite, D365 BC, SAP B1), and evolve service delivery into repeatable, automated experiences. Partner & Vendor Programs – Develop and manage a global network of certified delivery partners to augment capacity and maintain quality. Retail Partnership - setup and scale strategic retailer partnerships with major players like Kohls’, Target, Walmart etc. from POC to scale *—* These also seem like out-of-scope teams for this kind of role, but maybe that's just me! Love that they included a *What Success Looks Like* section for the same reason I liked the *Opportunity* section, and the role requirements are reasonable. The *About Our Work Environment* bit strays dangerously close to a few BJB entries, but given their overall transparency, I'm willing to give them a pass. I think this sounds like another cool opportunity, although I'd ask about the scope of the role, given that at least a few of the teams they'd be overseeing are often separate departments. However, yet again, what would otherwise be a solid **Eh, It's Probably Fine** is getting thrown into **Tread Carefully** instead because there is no comp given. I guess I have job security after all? **Edit:** I heard from a reader that Orderful has posted some version of this role several times (and that they’d applied for at least 3 recently). Seems like it could be a 👻 Ghost job! #### [Director, Customer Support](https://www.jobs.supporthuman.cx/director-customer-support-3/?ref=supporthuman.cx) Orderful · No comp given · Remote, US, CAN See the VP, Operations role for notes on the Careers page. There are some weird formatting issues in this job description that weren't present in the VP role (very tiny font in the first three sections of the JD). It could be that the hiring manager is stretched thin, or there's no People Ops to speak of, as I'd like to think they would have caught this. Compared with the VP, Customer Ops role, it's clear that much more thought and effort went into the VP JD. Each section is more abbreviated, and there are no *The Opportunity* or *What Success Looks Like* sections. In terms of transparency, this JD suffers without them. This role does get a *Why work with Orderful?* section that was not in the VP role, but oddly, I think the addition hurts them rather than helps: > Competitive Compensation — I'll let you guess why. > Lifestyle Work From Home Benefit, Remote Work, Flexibility Yes, you're reading that right: three separate bullets that say basically the same thing. It's like a Greek chorus of things that are not benefits. > Weekly Yoga — This is a remote position. Having said all that, this role's responsibilities are well-scoped and make sense for a Director role, as do the requirements, which distinguish it well enough from the VP position. The application also does an interesting thing: it offers prewritten options to indicate your experience level for various requirements, which I think is a neat alternative to having candidates write essay responses. If it weren't for the lack of salary transparency, this would still go in **Eh, It's Probably Fine**, but alas. You know the drill. #### [Global Support Manager](https://www.jobs.supporthuman.cx/global-support-manager/?ref=supporthuman.cx) Unstructured · No comp given · Remote, US No real Careers page to speak of, and given the company obviously dropped a decent amount of cash on their website, I don't really understand why there isn't one (or an About page that at least introduces candidates to the company). > We’re hiring a Global Support Manager to build and lead Unstructured’s global customer support function from the ground up. This is a true builder role: you’ll design the operating model, hire and develop small, high‑impact regional support teams (initially \~2 engineers per region across the Americas, EMEA, and APJ), and establish the processes, tooling, and culture needed to support enterprise customers running mission‑critical AI and data workloads. This is a fantastic introduction to the role, and it's a green flag that they included building the team culture as part of the role. Having said that, even though it sounds like this company is still in startup mode, given these duties, this role really should have a more senior title – Head of Global Support at least, but I'd prefer VP, just to give them similar seniority to other senior leaders they've likely already hired. I'm also concerned that they don't mention hiring managers – even at just 2 per region (assuming they don't mean only the three they mentioned, since those cover a lot of time zones), they're going to hit the limit on how many people one person can manage almost immediately. > You will balance strategic ownership with hands-on execution—setting the long‑term vision for global support while remaining close to customers, incidents, and escalations. Again, I like this, but there really needs to be a layer of management between this role and the direct support team; otherwise, they'll spend a lot of their time filtering their inputs down to just the things they really need to be hands-on with. > Review and evaluate existing support tooling (e.g., ticketing, on‑call, knowledge base, customer communications). Okay, so maybe there's already some kind of team in place? It's not clear, and I think it would benefit them to be more explicit about this (also, if there *is* already a team in place, the title is even more confusing). > 8+ years in customer support, technical support, site reliability, or customer engineering roles within an enterprise SaaS environment. Yeah, this really needs a more senior title! > A hands‑on, builder mindset: comfortable operating without heavy structure and creating clarity where none exists. I really do love this phrasing—again, see how you can describe the skills and culture fit you're looking for in a candidate without resorting to tired and easy tropes? > Why You’ll Love This Role Appreciate this positive, candidate-first framing! Damn, I think this would be a high **Eh, It's Probably Fine** if it had salary transparency, but it doesn't. That's a big bummer, because despite the titling issues and ambiguity about the existing team, I think there are a lot of positive cultural signals, and it would be a fun, meaty role for someone who loves the swift pace and depth of skill / knowledge that one gets to apply when building a Support function for a startup. I reluctantly place this in **Tread Carefully**. #### [Senior Support Operations Analyst](https://www.jobs.supporthuman.cx/senior-support-operations-analyst/?ref=supporthuman.cx) Babylist · $130k-$150k · Remote, US The Careers page brags about being a top place to work, so...off to Glassdoor! You ever read Glassdoor reviews and think the high-scoring ones are definitely either HR or the result of HR begging employees to go give them high marks? That's the feeling I get with Babylist's reviews. Even the good reviews say things like: > "Your tenure (Months/Years of service) starts all over \[when you promote\], which means your actual pay could actually be dropped and it make take 2 years to get to that higher pay than the previous job. However, this means many just stick to their lower pay rates at a higher step level just to keep from their pay dropping, which management evidently want it this way to save on money." > "Don't work at Babylist if: You can't handle a direct communication style from leaders. They won't hold back to tell you what they think is good and what they think is not. I think that makes our product and business much stronger, but it's not for everyone. You don't want to work hard to meet high expectations. We hire the best, we build to a high bar... you'll be surrounding by amazing people and be accomplishing awesome things. But the expectations are high! Babylist is fair and work-life balance is fine, but it's not somewhere you can rest and vest." So...yeah. Do with that what you will. > At Babylist, we embrace a high-performance culture that values direct feedback and a growth mindset. They buy Radical Candor for every manager, don't they? > We're excited to welcome new perspectives to our team. — Am I surprised that there's no diversity statement on their Careers page? No. No, I am not. > All full-time, US employees receive a generous Babylist Shop discount. Yeah, that checks out. > Thrives in dynamic, evolving environments, adapting quickly to new information and leading teams confidently through ambiguity So that's two BJB red flags and a reference to leading teams in a job description that doesn't say anything anywhere else about leading anyone. Efficient! > Thrives in fast-growing scale-up environments (vs. large enterprises) where you build processes from scratch with limited resources and navigate ambiguity without clear playbooks Nevermind. This is not efficient, but it is a big red flag neon sign! The rest of the JD is fine, and the pay is great, but there are enough worrying cultural signals and other red flags that I feel compelled to put this in **Tread Carefully**. However, the pay is good enough that, for someone going in with their eyes open, it could be worth it even with the flags. #### [Senior Manager, Enterprise & Strategic Support](https://www.jobs.supporthuman.cx/senior-manager-enterprise-strategic-support/?ref=supporthuman.cx) Checkr · $128k-$176k · Hybrid, US-Denver, CO; Nashville, TN > Premium Support Programs: Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs Ehh, this feels like something the Director of Customer Support should handle with input from this role, but again, maybe that's just me. > Direct management experience leading teams of 10-20+ support professionals in high-growth environments This is way too many people for one person to manage. If Checkr wants candidates to have experience managing managers, they should say that. The rest of the job description seems fine. And while the pay is good for this role, it isn't for frontline roles, which pisses me off, so into **Tread Carefully** it goes. #### [Product Support Analyst, EDI & API](https://www.jobs.supporthuman.cx/product-support-analyst-edi-api/?ref=supporthuman.cx) Orderful · $73k-$92k · Remote, US Another first, I think, with this company: we also have access to a frontline role job description in addition to Director and VP-level roles. Pretty cool! This JD has the same problems as the Director role: weirdly tiny font and an unintentionally amusing *Why work with Orderful* section. (Also, I think maybe the font fully changes for some of the bullet points later in the JD?) > As a Product Support Analyst, you’ll bridge the gap between modern API technology and global supply chain standards. I genuinely do not know what this is supposed to mean. > You will triage and resolve technical questions through our ticketing system, acting as a subject matter expert for our cloud-based EDI platform. Your mission is to deliver fast, accurate support while building the knowledge base to help our support scale. This, however, is a great, straightforward description of the role. > To support close collaboration with our EU partners, this role works a 4:00 AM–1:00 PM ET schedule. These hours are a core part of the role, so we encourage candidates to consider their ability to commit before applying. I think it's good they're upfront about the schedule expectations, although I'm curious why they don't just hire someone in an EU time zone. I get that a lot of startups don't have the tax setup/hiring infrastructure to do that yet, but like...Deel exists (for better or worse). Unusually, we do get comp for this IC role and not for the senior ones: *The pay range for this role is: 73,000 - 92,000 USD per year (Remote (United States))* But given the unusual schedule expectations and the very specific technical skills and experience required for this role, that salary range is not great. I mean, with the poor job market, they'll probably be able to hire someone at that comp, but yeah. I'm not impressed. Tread Carefully. ## **BINGO** *Welp.* #### [VP, Customer Support & Revenue Cycle Management](https://www.jobs.supporthuman.cx/vp-customer-support-revenue-cycle-management/?ref=supporthuman.cx) Babylist · $244k-$293k · Remote, US See the Senior Support Operations Analyst role for info on Babylist's Careers page. This role reports to the Chief Product Officer, which is fine. But why not have a Chief Customer Officer (or make this role that) instead? Why must customer-facing roles always be junior to the rest of the senior leadership team? > Served as an executive and company leader, trusted to bring clarity and alignment across Product, Engineering, and Operations So Support is expected to run the company. Cool cool cool cool cool cool cooooooooool. > Represent Support and RCM at the executive level, influencing company strategy, aligning priorities, and ensuring operational decisions reflect Babylist’s commitment to We Love Our Users How is this role supposed to do any of that when every other executive outranks them? Again, pay is great, but I dunno, man. You'd be putting a lot of faith in the goodwill of people who can fire you if you don't somehow influence them to run the company properly. I'm calling **BINGO** on this one. #### [Customer Support Specialist](https://www.jobs.supporthuman.cx/customer-support-specialist-4/?ref=supporthuman.cx) Checkr · $35k-$44k · Hybrid, US-Nashville, TN > Grit - We are passionate and hustle to raise the bar. We persevere through our challenges and grow from our failures. There's a part of me that wants to BINGO out anything that mentions hustling. I won't. But I want to. I do like their hiring philosophy, though. Green flags there. This might be the only company I've seen that brags about being a great place to work, and the Glassdoor reviews reflect that (and seem pretty balanced regarding pros/cons). Refreshing! > Demonstrated resilience, self-management, and commitment to continuous learning and improvement Woof. > What You'll Get - A fast-paced environment Ooh, just what I always wanted! > opportunity for advancement That's not suspicious at all. > Hourly Pay Range (Nashville, TN) $16.83 - $21.16 USD This pay sucks. And for a hybrid role, it sucks way fucking more. BINGO. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Customer Support Specialist (Product Expert)](https://www.jobs.supporthuman.cx/customer-support-specialist-product-expert/?ref=supporthuman.cx) Klaviyo · $56k-$84k · It Is A Mystery-Denver, CO This is the first thing you see when you hit the Careers page: > Building for 183,000 businesses isn’t easy—and it’s not meant to be. Klaviyo is intense and demanding by design. > But if you thrive on challenge, the reward is well worth it: accelerated growth, real impact, and work that truly matters. Because only working on a CRM platform truly matters. Nothing else, like putting out house fires or curing cancer. Just working on Klaviyo. > Your favorite brands’ favorite platform The brands you know and love? Chances are, they’re powered by Klaviyo. Here, you’ll be part of what keeps those brands growing and connecting with millions of people every day. Look, I know some people care about this. I am not one of them, and when getting to things like actual benefits takes scrolling almost all the way to the bottom of the Careers page, I'm gonna call you fucking ridiculous. Because it's fucking ridiculous. > Three promises we make to every Klaviyo: You’ll do challenging, meaningful work—pushing boundaries, driving growth, and creating lasting impact. You’ll work with ambitious, bold peers—bar-raisers who inspire each other and do work people rave about. You’ll work on an inspiring mission—empowering creators to own their destiny. Not, we'll take care of you. Not, we'll grow your career. Not, we'll pay you well. Nope! Just "you'll devote every waking moment and all of your energy to making Klaviyo money." How kind. How motivating. > Explore the CRM built for B2C A single platform for marketing, service, and analytics—designed to help consumer brands deliver personalization and growth. — Yes, this is still the Careers page. We have not wandered off onto the Product page. We're still here. > We prioritize our customers > customers’ customers > team > ourselves. Oh, believe me, that's very clear. > AI is in our DNA Still on the Careers page. > Recognition feels good. Working here feels even better. — Oh, is that right? I'm sure Glassdoor will reflect that! "Ticking bomb" (2 stars) "Completely Nosediving" (1 star) "Toxic place" (2 stars) "Toxic culture shift" (2 stars) "Unfortunate senior leadership" (2 stars) "Cool people but uphill battle for comp" (1 star) > Ambition without borders – More than 183,000 brands count on us to move faster and grow smarter. With teams distributed around the globe across regional hubs, we earn that trust every day by building tools that strengthen customer relationships and deliver real results. WE ARE STILL. ON. THE CAREERS PAGE. > Perks with purpose Finally, this Careers page put me out of my fucking misery, THANK YOU DOG I don't even remember which job I was supposed to be rating. Goddamn. Oh right, Customer Support Specialist. I'm sure this will be *fine*. > At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) Of course you do. > We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software. What about providing support for CRM software is a challenging situation, fucking hell. > Capable of adapting quickly to changing priorities Sure. Why not. So the low end for this role is way too low, and the high end is just okay, although I'm not sure any amount of money would be worth braving this mess. It sounds like literal Hell. ![Screenshot of a tweet that says: "Attached are my resume, cover letter, and a brief video of me lashing myself with wire as I recite each of your company's core values. Thank you for considering my application. Best regards,"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/E4DCF74A-D364-4EC1-9667-16DDC591DAD6_4_5005_c.jpeg) ### Half-assed is better than no-assed? Also: companies are in AI wonderland URL: https://supporthuman.cx/p/half-assed-is-better-than-no-assed-also-companies-are-in-ai-wonderland/ Last updated: 2026-10-02T19:02:54.000Z I’m sure y’all probably know (or have guessed) that I’m a perfectionist. Not just that, but the worst kind of perfectionist: the kind to whom a half-assed effort (or even a rough first draft) is actually physically painful, to the point that my brain would rather do nothing than something that’s not beautiful or profound or at least marginally useful. Which brings us to my other crippling fear: that the stuff I love doing doesn’t add anything of worth to the universe. You know that part of imposter syndrome that tells you that not only do you not know what you’re doing, but everyone around you is humoring you because they don’t want to hurt your feelings about you not knowing what you’re doing? Yeah, that’s the voice in my head all the time. Combine those things, and it’s easy to see how I burn myself out and end up with long stretches of silence in the newsletter. I almost skipped this week’s *Roundup*, because my kids have been sick and there’s just been so much going on in my personal life that the last week has been a monster, tearing up my schedule. I knew I’d only be able to work on this issue briefly, and the ugly thought that it’s not going to be useful to anybody because of that whispered *just skip it, no one will read it anyway* into my ear. But! Then I remembered this piece from [Anil Dash](https://www.linkedin.com/in/anildash?ref=supporthuman.cx) that I read earlier this week: [*Launch it 3 times*](https://www.anildash.com/2026/02/13/launch-it-three-times/?ref=supporthuman.cx)*,* about how if you have a product or an idea and it’s not gaining traction or you’re struggling, you really just have to rework and recommit: > But if you’re moving with conviction, and you’ve created something meaningful, and if you’re serving a real community that you have a deep understanding of, then it may be the case that you simply need to try again. If you are *not* moving with conviction to create something meaningful for a real community, then you don’t need to do it three times, because you don’t even need to do it once. > > So many of the creators and innovators that inspire me most often end up working on their best ideas for years or even decades, iterating and revisiting those ideas with an almost-obsessive passion. Most of the time, they’re doing it because of a combination of their own personal mission and the deep belief that what they’re doing is going to help change people’s lives for the better. For those kinds of people, one of the things I want most is to ensure that they don’t give up before their ideas have had a full and fair chance to succeed, even if that means that sometimes you have to try, try again. This was very helpful advice for me today, seeing as I feel like I’ve relaunched this newsletter about a dozen times,and sometimes[1](#note-1) that feels like failure. So. This is me, trying, trying again, and doing the thing half-assed. Rather than apologize for that (as is my instinct), instead I’m going to thank you again for reading and being so patient and cool. Y’all rock. ## News from Around Supportlandia ### Alice in Wonderland (if Wonderland had layoffs) SaaStr’s Jason Lemkin recently [published a piece](https://www.saastr.com/customer-support-hiring-has-fallen-65-in-just-2-years-its-the-one-category-ai-has-almost-destroyed-but-its-not-the-last/?ref=supporthuman.cx) noting that Customer Support hiring declined by 65% from 2023 to 2025.[2](#note-2) He theorizes (reasonably) that AI is the culprit, as companies restructure their Support teams to automate basic work and provide premium human support. And while I don’t think he’s entirely wrong, I don’t think he’s entirely right, either. Why? Well, for starters, that time frame just happens to coincide with [the worst layoffs](https://news.crunchbase.com/startups/tech-layoffs/?ref=supporthuman.cx) Tech has seen [in 22 years](https://www.cnn.com/2025/11/06/economy/job-layoff-announcements-challenger?ref=supporthuman.cx). The reasons for that [are numerous](https://www.cnn.com/2025/11/06/economy/job-layoff-announcements-challenger?ref=supporthuman.cx), but this means that, during the same period, more CX professionals were competing in a shrinking market for fewer roles than ever before. In that kind of environment, of course Support hiring declined drastically. But the second factor here actually does involve AI: not so much what AI can do in reality, but companies’ *perception* of what AI can do. Y’all remember when Klarna [announced back in 2024](https://www.klarna.com/international/press/klarna-ai-assistant-handles-two-thirds-of-customer-service-chats-in-its-first-month/?ref=supporthuman.cx) how awesome their chatbot was and how it was doing the work of 700 agents, [then just a year later admitted](https://archive.is/xTMZK?ref=supporthuman.cx) that its “pursuit of cost-cutting in customer service, fueled by advancements in artificial intelligence, has gone too far” because the support the chatbot was providing was low quality and customers wanted to speak to humans?[3](#note-3) For a short while, Klarna found itself in a strange wonderland, then realized it was actually a dream and woke up. I think a lot of companies were (and some still are) in that same wonderland. Whether their wake-up call is as harsh and as public as Klarna’s remains to be seen, but — for their sake and ours too — I hope it comes sooner rather than later. ## And Now for Some Good News - [Caitlin Sills](https://www.linkedin.com/in/caitlin-sills/?ref=supporthuman.cx) joined [Notion](https://notion.com/?ref=supporthuman.cx) as an AI QA Analyst. - [Derek Nielsen](https://www.linkedin.com/in/dereknielsen/?ref=supporthuman.cx) joined [GitLab](https://about.gitlab.com/?ref=supporthuman.cx) as a Senior Customer Success Architect. - [Erica Clayton](https://www.linkedin.com/in/e-clayton/?ref=supporthuman.cx) joined [Forethought](http://www.forethought.ai/?ref=supporthuman.cx) as Head of Partnerships. - [Alexander Lavoie](https://www.linkedin.com/in/alexlavoie/?ref=supporthuman.cx) was promoted to Principal Customer Success Manager at [Red Panda Data](https://redpanda.com/?ref=supporthuman.cx). - [Andee Silverman](https://www.linkedin.com/in/andeesilverman/?ref=supporthuman.cx) earned certifications for all 5 [Responsible AI](https://alltechishuman.teachable.com/l/products?sortKey=name&sortDirection=asc&page=1&ref=supporthuman.cx) courses from [All Tech is Human](https://alltechishuman.org/?ref=supporthuman.cx). ## Read, Watch, and Listen ### Read [Jen Weaver](https://www.linkedin.com/in/jen-weaver/?ref=supporthuman.cx) does some very cool work in the CX world, and if you’re not reading her newsletter, [*The Customer Snapshot*](https://www.linkedin.com/newsletters/the-customer-snapshot-7274547362969083904/?ref=supporthuman.cx), well, you should be (especially if you like this newsletter, Jen’s is a quicker read but with very similar vibes)! (It also has a shiny new format — love to see creativity at work!) [Jacob Baadsgaard](https://www.linkedin.com/in/jakebaadsgaard/?ref=supporthuman.cx) wrote an excellent piece on [the cruelty of being nice](https://www.linkedin.com/pulse/cruelty-being-nice-jacob-baadsgaard-cai4c/?trackingId=96vGlapBS46XUuJzJjx46Q%3D%3D&ref=supporthuman.cx). [Ty Givens](https://www.linkedin.com/in/tybryantgivens/?ref=supporthuman.cx) covered [ticket tagging as the foundation for customer relationship intelligence.](https://www.cxcollectiveadvantage.com/post/ticket-tagging-relationship-intelligence-cx?ref=supporthuman.cx) [Maxime Manseau](https://www.linkedin.com/in/maximemanseau/?ref=supporthuman.cx) gave some [really good advice on tracking your CX career growth](https://www.linkedin.com/posts/maximemanseau%5Fif-you-work-in-support-steal-this-10-minute-activity-7429913843163840512-7p8Q?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). [Bee Gagliardi](https://www.linkedin.com/in/securibee?ref=supporthuman.cx) posited that [shadow CX is about to become a massive problem](https://www.beegagliardi.com/writing/shadow-cx-massive-problem?ref=supporthuman.cx). [Miranda Green](https://www.linkedin.com/in/miranda-green-9795653b/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fdetail%5Fbase%3Bqxz7DhooSsyACwozfyykrw%3D%3D&ref=supporthuman.cx) wrote about how [laid-off journalists are turning to platforms like Substack to try to make a living](https://mirandacgreen.substack.com/p/where-do-the-journalists-go-now), and [Leah Garden](https://www.linkedin.com/in/leah-garden-1693015a/?ref=supporthuman.cx) wrote about [how that’s increasingly impractical](https://www.linkedin.com/posts/leah-garden-1693015a%5Fwhere-do-the-journalists-go-now-activity-7427090109000495104-4cdR?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) (and both point out why this is dangerous to our democracy). [Wired’s Molly Taft](https://www.wired.com/author/molly-taft/?ref=supporthuman.cx) wrote about how [Big Tech’s claims about generative AI’s positive impact on the environment are sketchy as hell](https://www.wired.com/story/big-tech-says-generative-ai-will-save-the-planet-it-doesnt-offer-much-proof/?utm%5Fbrand=wired&utm%5Fsocial-type=owned&ref=supporthuman.cx). ### Watch [Jess Cervellon](https://www.linkedin.com/in/jess-cervellon/?ref=supporthuman.cx) says [no money, no honey](https://www.tiktok.com/@jesscervellon/video/7607477853629746446?is%5Ffrom%5Fwebapp=1&sender%5Fdevice=pc&web%5Fid=7485113863689766443&ref=supporthuman.cx) (and I agree with her). [Gabriela Passeri](https://www.linkedin.com/in/gabriela-passeri/?ref=supporthuman.cx) spoke with [Support Stack](https://www.youtube.com/@support-stack?ref=supporthuman.cx) about [how AutoDS actually helped](https://youtu.be/0GzmXDp-mkU?ref=supporthuman.cx)[ Fin understand their product.](https://youtu.be/0GzmXDp-mkU?ref=supporthuman.cx) ### Listen [Andrea Townsend](https://www.linkedin.com/in/andrea-townsend-43a042125?ref=supporthuman.cx) spoke with [The CX Files](https://en.helpfeel.com/?ref=supporthuman.cx) about [the critical need to retrain frontline agents on AI](https://podcasts.apple.com/us/podcast/the-cx-files-34-andrea-townsend/id1783745096?i=1000747812003&ref=supporthuman.cx), so they become AI enablers (rather than *replacing* them with AI). Host [Ben Foden](https://www.linkedin.com/in/benfoden/?ref=supporthuman.cx) calls it a must-listen, and I concur! ## Upcoming Events FEB 23 Grandma's Home, NYC, NY Success, Support, & Ops Leaders Dinner NYC Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Request invite →](https://luma.com/v2qt40ie?ref=supporthuman.cx) FEB 24 Juliet Italian Kitchen-Barton Springs, Austin, TX Austin Chapter - Leaders Dinner Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Request invite →](https://luma.com/odfd424n?ref=supporthuman.cx) FEB 24–25 Hilton Austin, Austin, TX Customer Success Summit Austin Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/austin/register?ref=supporthuman.cx) FEB 24–25 the Old Mill Toronto Hotel, Toronto, ON Contact Centre Strategies Summit Hosted by [Strategy Institute](https://www.strategyinstitute.com/?ref=supporthuman.cx). [Tickets →](https://www.contactcentresummit.ca/?ref=supporthuman.cx) FEB 25 5:30pm ET CS and Revenue Leaders in Boston OnRamp Office, Boston, MA. Hosted by [OnRamp](https://onramp.us/?ref=supporthuman.cx) and [MGMT Boston](http://www.mgmtboston.com/?ref=supporthuman.cx). [Register →](https://get.onramp.us/boston?ref=supporthuman.cx) FEB 25 the Dell Jewish Community Center, Austin, TX Marketplace Risk Austin Conference 2026 Hosted by [Marketplace Risk](https://www.marketplacerisk.com/about-us?ref=supporthuman.cx). [Tickets →](https://www.marketplacerisk.com/event-details-ajw2u/marketplace-risk-austin-conference-2026?ref=supporthuman.cx) FEB 26 11am ET Building Customer Success from Scratch in an Early-Stage Startup Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.linkedin.com/events/7427441416328622080/?ref=supporthuman.cx) FEB 26 Dovetail, Sydney, AUS Scaling Customer Success Without Losing Impact Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Register →](https://luma.com/tr9jlff3?ref=supporthuman.cx) FEB 28 11:00am ET How to Start a Career in Community Management Online event hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [RSVP →](https://events.cmxhub.com/events/details/cmx-ilorin-presents-how-to-start-a-career-in-community-management/?ref=supporthuman.cx) **Find these events and many more in the** [**Events directory**](https://www.resources.supporthuman.cx/?ref=supporthuman.cx) **at Support Human Resources!** 1. Oh, who am I kidding, usually. 2. Hat tip to [Neil Smith](https://www.linkedin.com/in/neilaidansmith/?ref=supporthuman.cx) for getting this on my radar. 3. GEE, [WHO COULD HAVE PREDICTED THIS](https://supporthuman.cx/p/2-round-2-cant-real) ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1939.png) ### This'll be as big as Bad Bunny's halftime show, right? Right? URL: https://supporthuman.cx/p/thisll-be-as-big-as-bad-bunnys-halftime-show-right-right/ Last updated: 2026-10-02T19:02:54.000Z So I’m declaring content bankruptcy again this week (so sorry!), but only because [Support Human Resources](https://www.resources.supporthuman.cx/?ref=supporthuman.cx) got a fairly big update: it now has an [Events directory](https://www.resources.supporthuman.cx/events/?ref=supporthuman.cx)! I started putting together the Upcoming Events section for this issue and realized there was just too much going on to try to send it all out every week. So the *Roundup* will include events from the current month, and you can find many, many more in the Events directory, which I will update as I do the newsletter. I’ll catch up with the content I missed next week. (For real this time. Probably.) ## News from Around Supportlandia ### The worst game of musical chairs ever Last week, literally within minutes of each other, I saw two examples of terrible service involving customers who had the seats they lawfully purchased stolen from them by the sellers: one from [a man just trying to see a basketball game with his kids](https://www.linkedin.com/posts/davidpolitis%5Flast-week-i-had-one-of-the-worst-customer-activity-7425530710762954752-bQOZ?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) and another from [a poor woman who just wanted some extra legroom on a 15-hour flight](https://www.linkedin.com/feed/update/urn:li:activity:7425593770404044801/?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7425593770404044801%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx). I say stolen in the literal meaning of that word: neither customer received a refund, credit, or even a comparable seat in compensation for the seat changes, and neither seem to have received any help from Stubhub or United’s customer service teams, despite, in Basketball Dad’s case, multiple attempts. These kinds of situations are exactly why consumer protections exist, and I think it’s worth revisiting why at length at some point, but for now you might find reading the comments of those posts illuminating: multiple people in Basketball Dad’s post identified the theft as the “Stubhub special,” and one in the other thread jokingly asked [if the flier had considered United’s leg surgery options](https://www.linkedin.com/feed/update/urn:li:activity:7425593770404044801?commentUrn=urn%3Ali%3Acomment%3A%28activity%3A7425593770404044801%2C7425606943123271680%29&dashCommentUrn=urn%3Ali%3Afsd%5Fcomment%3A%287425606943123271680%2Curn%3Ali%3Aactivity%3A7425593770404044801%29&ref=supporthuman.cx). ### The more you know 💫 [Susana de Sousa](https://www.linkedin.com/in/sdsc/?ref=supporthuman.cx) has been working hard and making things: first up, [a job board](https://www.linkedin.com/posts/sdsc%5Fslightly-terrified-to-announce-this-to-a-activity-7382070365159735297-nlST?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx), [signed.careers](http://signed.careers/?ref=supporthuman.cx), with jobs sourced directly from company pages. Second, a [Support Engineer Index](https://www.linkedin.com/posts/sdsc%5Ftheres-no-reliable-salary-data-for-support-activity-7422772320668127232-5U6n?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx), an effort to benchmark pay and skills for support engineers (if that’s you, be sure to [take the survey](https://www.plain.com/survey?ref=supporthuman.cx)!). Speaking of surveys, Customer Success Collective is also running its [Customer Success and Landscape Survey](https://lnkd.in/dauBh9zP?ref=supporthuman.cx), the data from which will be used in the 2026 Customer Success Salary Report and the 2026 State of Customer Success 2026 report, both to be released later this year. ## And Now for Some Good News - Gaining possibly the best title ever, [Brendon Schwarz](https://www.linkedin.com/in/brendon-schwarz-9b94671a6/?ref=supporthuman.cx) joined [tl;dv](https://tldv.io/?ref=supporthuman.cx) as a - Super Duper Real CS. - [Sambhavi Singumahanti](https://www.linkedin.com/in/sambhavi-s/?ref=supporthuman.cx) joined [F5](http://www.f5.com/?ref=supporthuman.cx) as a Customer Success Manager III and AI Augmentation Specialist. - [Laura Gonzalez](https://www.linkedin.com/in/laura-gonzalez-11b057125/?ref=supporthuman.cx) joined [Horatio](http://www.hirehoratio.com/?ref=supporthuman.cx) as Senior Client Services Manager. - [Jaime Lockwood](https://www.linkedin.com/in/jaime-lockward-2a878a1ba/?ref=supporthuman.cx) also joined [Horatio](http://www.hirehoratio.com/?ref=supporthuman.cx) as Client Strategy & Operations Director. - [Ben N.](https://www.linkedin.com/in/benyamil/?ref=supporthuman.cx) joined [EverFriends](https://everfriends.ai/?ref=supporthuman.cx) as Director of Customer Care. - [Kelly Poston](https://www.linkedin.com/in/jkellyposton/?ref=supporthuman.cx) joined [Cortland](http://cortland.com/?ref=supporthuman.cx) as Director of Leasing Hub, Contact Center. - [Noah Pine](https://www.linkedin.com/in/noah-pine/?ref=supporthuman.cx) was promoted to Director of Retention at [HexClad Cookware](http://hexclad.com/?ref=supporthuman.cx). - [Niharika Niha](https://www.linkedin.com/in/niharika-niha-32326658/?ref=supporthuman.cx) was promoted to Senior Director, Customer Support at [Docusign](http://www.docusign.com/?ref=supporthuman.cx). - [Christian Sokolowski](https://www.linkedin.com/in/christian-sokolowski-29453266/?ref=supporthuman.cx) earned the [AI for Business Leaders](https://www.udemy.com/course/ai-for-business-leaders/?srsltid=AfmBOophWUy0Al43%5FqAfXbb6JNonl7EpSfwXqMzdUPj8gRVH2-ZmSt72&ref=supporthuman.cx) certification from [Udemy](https://www.udemy.com/?ref=supporthuman.cx). ## Read, Watch, and Listen ### Read Bad Bunny’s halftime show during the big sportsball game [captured the hearts of nearly 130 million Americans](https://variety.com/2026/tv/news/bad-bunny-super-bowl-halftime-ratings-1236658587/?ref=supporthuman.cx) and also, apparently, [lots of tech companies](https://www.linkedin.com/posts/smlundberg%5Fclearly-this-moment-struck-a-chord-activity-7426695491683385345-4SZA?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx). [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx) [shared some salary data this week](https://www.linkedin.com/feed/update/urn:li:activity:7427713080463208449?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7427713080463208449%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx) from their 2025 State of Customer Success report, along with a painfully accurate company culture translation guide. Also a crossover with Watch, because the video they picked to translate “We’re a family” is darkly hilarious. [Harvard Business Review](https://hbr.org/?ref=supporthuman.cx) confirmed what many of us have been experiencing: [AI tools don’t reduce work, they consistently intensify it](https://hbr.org/2026/02/ai-doesnt-reduce-work-it-intensifies-it?ref=supporthuman.cx), which inspired [Fernando Duarte](https://www.linkedin.com/in/fernandoduarte/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fpulse%5Fread%3Bi63vGW79Q3ic0ZPcVK3bWQ%3D%3D&ref=supporthuman.cx) to write about [the dual burden of AI adoption in Support](https://www.linkedin.com/pulse/dual-burden-ai-adoption-support-fernando-duarte-ywpqc/?ref=supporthuman.cx). [Alice Hunsberger](https://www.linkedin.com/in/alicehunsberger/?ref=supporthuman.cx) is [looking for engineering and data science folks to collaborate on panels](https://www.linkedin.com/feed/update/urn:li:activity:7427061244941078529?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7427061244941078529%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx) for [TrustCon 2026](https://www.trustcon.net/event/e84021f0-8799-4d09-bff2-2cd33b14fe22/summary?ref=supporthuman.cx). [The Female Lead](https://community.thefemalelead.com/?ref=supporthuman.cx) asked [where all the women have gone](https://community.thefemalelead.com/p/where-have-all-the-women-gone?ref=supporthuman.cx). Substack [is back in the news](https://www.theguardian.com/media/2026/feb/07/revealed-how-substack-makes-money-from-hosting-nazi-newsletters?ref=supporthuman.cx) for being shitty on main (i.e., its[ ongoing](https://supporthuman.cx/p/on-free-speech-and-economic-engines/) [love affair with Nazis](https://supporthuman.cx/p/dogs-and-cats-living-together/)). [Rob Pegoraro](https://www.linkedin.com/in/robpegoraro/?ref=supporthuman.cx) wrote about [Jeff Bezo’s decimation of ](https://robpegoraro.com/2026/02/06/a-newspaper-writing-its-own-death-notice/?ref=supporthuman.cx)[*The Washington Post*](https://robpegoraro.com/2026/02/06/a-newspaper-writing-its-own-death-notice/?ref=supporthuman.cx), which [laid off at least 300 people last week](https://www.nytimes.com/2026/02/04/business/media/washington-post-layoffs.html?ref=supporthuman.cx). Not a paid thing or an endorsement, but military spouse [unemployment and underemployment](https://ivmf.syracuse.edu/wp-content/uploads/2025/06/IVMF-Military-Spouse-Employment-Landscape-March-2025-v2.pdf?ref=supporthuman.cx) are issues I care a lot about. I connected with a unique CX BPO this week, [Instant Teams](https://instantteams.com/?ref=supporthuman.cx), that specializes in [recruiting military spouses for remote roles](https://instantteams.com/military-spouse-remote-jobs/?ref=supporthuman.cx). If you’re a military spouse (or you know one), check them out! ### Watch [Experience Matters](https://www.youtube.com/watch?v=z1FGDmNiiRs&list=PL2VAVe4L5OqBucBasO4kaAHW5SVa6ZuRv&ref=supporthuman.cx) talked to [Jordan Hooker](https://www.linkedin.com/in/jordanhooker/?ref=supporthuman.cx) about [how AI and automation really work in high-stakes environments like hospitals](https://www.youtube.com/watch?v=ARnHvHq5dHY&ref=supporthuman.cx). 😅 ### Listen [Happy to Help](https://happytohelp.buzzsprout.com/?ref=supporthuman.cx) talked to [Sarah Caminiti](https://www.linkedin.com/in/sarah-caminiti-5827b784/?ref=supporthuman.cx) about supporting agents in forming[ healthy mindsets and creating an environment where teams can thrive](https://podcasts.apple.com/us/podcast/creating-a-healthy-mindset-in-customer-support/id1737479387?i=1000749023733&ref=supporthuman.cx). ## Upcoming Events FEB 18 11am PDT Masterclass: Cracking the Code of Self-Service Webinar hosted by ElevateCX, featuring [Alison Groves](https://www.linkedin.com/in/alisongroves/?lipi=urn%3Ali%3Apage%3Aorganization%5Fadmin%5Fadmin%5Fpage%5Fposts%5Fpublished%3B622dfebf-52c6-4b25-9fa3-dd2e0fed2a87&ref=supporthuman.cx), [Ben Foden](https://www.linkedin.com/in/benfoden/?lipi=urn%3Ali%3Apage%3Aorganization%5Fadmin%5Fadmin%5Fpage%5Fposts%5Fpublished%3B622dfebf-52c6-4b25-9fa3-dd2e0fed2a87&ref=supporthuman.cx), and [Sarah Hatter](https://www.linkedin.com/in/sarahhatter/?ref=supporthuman.cx). [Register →](https://zoom.us/webinar/register/WN%5FS6Sqh9DPRhC2jkfLg2KNuA?ref=supporthuman.cx) FEB 18 9am ET AI Customer Support Summit Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://virtual.customersuccesscollective.com/location/aisupport/?%5Fgl=18kt2vq%5Fgcl%5Fau%2ANDY4MjMwMjAyLjE3NzA4NDQ0OTc.&ref=supporthuman.cx) FEB 19 5:30pm MT Community IRL in Denver Left Hand RiNo Drinks & Eats, Denver, CO. Hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [RSVP →](https://events.cmxhub.com/events/details/cmx-denver-presents-road-to-summit-tour-community-irl-in-denver/?ref=supporthuman.cx) FEB 19 Awesomic, San Francisco, CA Identifying and Leveraging Your Strengths in Post-Sales Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Tickets →](https://luma.com/t1g73q36?ref=supporthuman.cx) FEB 19 6:00pm ET in NYC, NY Community Builder Workshop: How to Design High Impact Events with Low Lift Hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [RSVP →](https://luma.com/b13zqpge?ref=supporthuman.cx) FEB 20 4:00pm PT Trust & Safety Professionals Association Seattle Meetup Aslan Brewing Fremont, Seattle, WA. Hosted by [TSPA](https://www.tspa.org/?ref=supporthuman.cx). [Tickets →](https://www.eventbrite.com/e/seattle-meetup-tickets-1982388864458?aff=oddtdtcreator&ref=supporthuman.cx) FEB 23 Grandma's Home, NYC, NY Success, Support, & Ops Leaders Dinner NYC Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Request invite →](https://luma.com/v2qt40ie?ref=supporthuman.cx) FEB 24 Juliet Italian Kitchen-Barton Springs, Austin, TX Austin Chapter - Leaders Dinner Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Request invite →](https://luma.com/odfd424n?ref=supporthuman.cx) FEB 24–25 Hilton Austin, Austin, TX Customer Success Summit Austin Hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Tickets →](https://events.customersuccesscollective.com/location/austin/register?ref=supporthuman.cx) FEB 24–25 the Old Mill Toronto Hotel, Toronto, ON Contact Centre Strategies Summit Hosted by [Strategy Institute](https://www.strategyinstitute.com/?ref=supporthuman.cx). [Tickets →](https://www.contactcentresummit.ca/?ref=supporthuman.cx) FEB 25 the Dell Jewish Community Center, Austin, TX Marketplace Risk Austin Conference 2026 Hosted by [Marketplace Risk](https://www.marketplacerisk.com/about-us?ref=supporthuman.cx). [Tickets →](https://www.marketplacerisk.com/event-details-ajw2u/marketplace-risk-austin-conference-2026?ref=supporthuman.cx) FEB 26 11am ET Building Customer Success from Scratch in an Early-Stage Startup Online event hosted by [Customer Success Collective](https://www.customersuccesscollective.com/?ref=supporthuman.cx). [Register →](https://www.linkedin.com/events/7427441416328622080/?ref=supporthuman.cx) FEB 26 Dovetail, Sydney, AUS Scaling Customer Success Without Losing Impact Hosted by [Women of Customer Success](http://womenofcustomersuccess.com/?ref=supporthuman.cx). [Register →](https://luma.com/tr9jlff3?ref=supporthuman.cx) FEB 28 11:00am ET How to Start a Career in Community Management Online event hosted by [CMX by Bevy](https://www.cmxhub.com/?ref=supporthuman.cx). [RSVP →](https://events.cmxhub.com/events/details/cmx-ilorin-presents-how-to-start-a-career-in-community-management/?ref=supporthuman.cx) **Find these events and many more in the** [**Events directory**](https://www.resources.supporthuman.cx/?ref=supporthuman.cx) **at Support Human Resources!** ![GIF of Mario jumping to avoid numerous obstacles in Super Mario with the caption: Live look at the customer journey of a company that can't wait to tell you how customer-centric they are.](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/63F2B5FE-48BB-4470-8608-33C6009C8464_4_5005_c.jpeg) ### Trust & Safety Operations Analyst URL: https://supporthuman.cx/jobs/trust-safety-operations-analyst/ Last updated: 2026-08-07T22:07:33.000Z ## [OpenAI](https://openai.com/careers/?ref=supporthuman.cx) | $189,000 – $280,000 + Offers Equity 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** Very straightforward Trust & Safety role; nothing jumps out at me as particularly concerning, and the pay is excellent. You'd be working for OpenAI. [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Trust & Safety Operations Analyst](https://openai.com/careers/trust-and-safety-operations-analyst-san-francisco/?ref=supporthuman.cx) ### **About the Team** At OpenAI, our Trust, Safety & Risk Operations teams safeguard our products, users, and the company from abuse, fraud, scams, regulatory non-compliance, and other emerging risks. We operate at the intersection of operations, compliance, user trust, and safety working closely with Legal, Policy, Engineering, Product, Go-To-Market, and external partners to ensure our platforms are safe, compliant, and trusted by a diverse, global user base. We support users across ChatGPT, our API, enterprise offerings, and developer tools handling sensitive inbound cases, building detection and enforcement systems, and scaling operational processes to meet the demands of a fast-moving, high-stakes environment. ### **About the Role** We are seeking experienced, senior-level analysts who specialize in one or more of the following areas: - **Content Integrity & Scaled Enforcement** – Detecting, reviewing, and acting on policy violations, harmful content, and emerging abuse patterns at scale. - **Emerging Risk Operations** – Identifying, triaging, and mitigating new and complex safety, policy, or integrity challenges in a rapidly evolving AI landscape. In this role, you will own high-sensitivity workflows, act as an incident manager for complex cases, and build scalable operational systems; including tooling, automation, and vendor processes that reinforce user safety and trust while meeting our legal, ethical, and product obligations. We use a hybrid work model of 3 days in the San Francisco office per week and offer relocation assistance to new employees. Please note: This role may involve exposure to sensitive content, including material that is sexual, violent, or otherwise disturbing. **In This Role, You Will:** - Handle and resolve high-priority cases in your area of specialization (scaled content enforcement, fraud/scams, privacy/regulatory, or emerging risks). - Perform in-depth risk evaluations and investigations using internal tools, product signals, and third-party data. - Act as incident manager for escalations requiring nuanced policy, legal, or regulatory interpretation. - Partner with cross-functional teams to design and implement world-class operational workflows, decision trees, and automation strategies. - Build feedback loops from casework to inform product, engineering, and policy improvements. - Develop and maintain playbooks, SOPs, macros, and knowledge resources for internal teams and vendors. - Lead or contribute to cross-functional projects, from zero-to-one process builds to global operational scale-ups. - Monitor operational health through case quality audits, SLA adherence, escalation accuracy, and user satisfaction metrics. - Train and support vendor teams, ensuring consistent quality and alignment with OpenAI’s trust and safety standards. **You Might Thrive in This Role If You:** - Have 5+ years of experience in one or more of: trust & safety, fraud prevention, scam investigation, privacy/legal operations, compliance, or other risk/integrity domains ideally in a global or high-growth tech environment. - Leverage OpenAI technology to enhance workflows, improve decision-making, and scale operational impact. - Bring deep domain expertise in your specialization area and familiarity with relevant legal, policy, and technical frameworks. - Have a track record of scaling operations, building processes, and working cross-functionally to improve performance and safety outcomes. - Possess exceptional analytical skills able to detect patterns, assess risk, and recommend policy or product changes based on evidence. - Communicate with clarity, empathy, and precision especially in sensitive user-facing contexts. - Thrive in ambiguous, high-autonomy environments and balance speed with diligence. Are comfortable with frequent context switching, managing multiple projects, and prioritizing impact. **About OpenAI** OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic. For additional information, please see [OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement](https://cdn.openai.com/policies/eeo-policy-statement.pdf?ref=supporthuman.cx). Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations. To notify OpenAI that you believe this job posting is non-compliant, please submit a report through [this form](https://form.asana.com/?d=57018692298241&k=5MqR40fZd7jlxVUh5J-UeA&ref=supporthuman.cx). No response will be provided to inquiries unrelated to job posting compliance. We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this [link](https://form.asana.com/?k=bQ7w9h3iexRlicUdWRiwvg&d=57018692298241&ref=supporthuman.cx). [OpenAI Global Applicant Privacy Policy](https://cdn.openai.com/policies/global-employee-and-contractor-privacy-policy.pdf?ref=supporthuman.cx) At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology. **Compensation** $189K – $280K + Offers Equity [Apply for this job](https://jobs.ashbyhq.com/openai/eb54b316-26fb-498f-a68c-9990ff9c402c/application?ref=supporthuman.cx) ### Content Moderator URL: https://supporthuman.cx/jobs/content-moderator/ Last updated: 2026-08-07T22:07:34.000Z ## [Randstad USA](https://www.randstadusa.com/?ref=supporthuman.cx) | $25 per hour ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This is a contract role with Randstad, which is a staffing agency. The pay is okay – $25 per hour for what appears to be a remote, entry-level role is good. And having started myself in CX as a contract content moderator, I can say it's a good way to get your foot in the door in Trust & Safety or CX (I eventually did both). BUT – and that's a big but – it is also very challenging work, and you need to be absolutely sure that you can handle graphic, sexual, violent, racist, etc., content because it will be your job to look at that content and remove it so it doesn't harm others. I know that seems like a silly thing to point out, but I've worked with folks who weren't ready for the kind of content that gets moderated (you should always assume it's the worst of the worst), and it harmed their mental health. You likely won't get any kind of mental health care through a contract role, so that should be something you consider as well before you apply. [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Content Moderator](https://www.linkedin.com/jobs/view/4350157056/?ref=supporthuman.cx) ### About the job We are seeking **Content Moderators** for a critical **4-month project** within our client's Trust & Safety division. This is an excellent opportunity for analytical thinkers and internet-savvy professionals to gain hands-on experience with a major platform while earning a competitive **$25/hr.** If you are a quick learner who can stay objective while navigating the complexities of online content, we want to talk to you. **Job Duties** As a Content Moderator, your daily responsibilities will include: - **Content Moderation:** Review, classify, and/or remove content according to strict client guidelines using specialized tools and channels. - **Policy Mastery:** Maintain an up-to-date understanding of evolving client policies and community guidelines. - **Complex Investigations:** Investigate, resolve, and relay complex content-related issues to the broader Trust and Safety leadership. - **User Advocacy:** Serve as an advocate for the user community by maintaining platform integrity. - **Operational Excellence:** Participate in process improvement initiatives to drive quality and efficiency. - **Continuous Development:** Engage in ongoing training programs and workgroup discussions to stay sharp in the role. - **Sensitive Dialogue:** Engage in professional conversations regarding socially sensitive topics with the ultimate goal of community safety. **Qualifications** To be successful in this role, you must possess: - **Emotional Resilience:** Coping and stress-management skills; comfort viewing sensitive or graphic content daily. - **Radical Objectivity:** Ability to perform duties devoid of inherent biases or personal beliefs, acting strictly in the best interest of client policies. - **Analytical Thinking:** Comfort synthesizing and analyzing information from multiple streams to make decisive judgments. - **Internet Fluency:** Deep familiarity and passion for internet platforms, culture, and social/political trends within relevant markets. - **Communication Skills:** Excellent reading comprehension and verbal/written communication skills. - **Attention to Detail:** A high degree of accuracy and a commitment to quality and effectiveness. - **Adaptability:** Ability to work well individually and as part of a team in a fast-paced, changing environment. - **Experience:** Previous experience in Business Process Outsourcing (BPO), Customer Service, or Content Moderation is a significant plus. **Shift Requirements** - Ability to work differing rotations/shifts and non-standard work hours. - Must be available to work weekends and holidays as the business requires. **Apply now for an immediate review of your application!** ### Open Source Community Manager URL: https://supporthuman.cx/jobs/open-source-community-manager/ Last updated: 2026-09-18T06:00:49.000Z ## [Current AI](https://www.currentai.org/?ref=supporthuman.cx) | €70,000-€100,000 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** Current AI's goals sure are lofty, but man, do I hope they can make them happen. There's a part of me that, having worked in non-profits, will always be wary of the way they tend to chew people up and spit them out in the name of the mission. However, this is not an American non-profit, nor does it even list the United States as a partner country, and I have no idea if that capitalism-lite culture extends beyond our shores. I'm willing to give them the benefit of the doubt for a few reasons. First, there's this very grounded list of traits they're looking for in the person who would assume this role: > We’re looking for people who: > Put the mission before personal credit and work well in low-ego, highly collaborative teams > Exercise good judgment and integrity, including knowing when to push back or say no > Enjoy building from scratch and making progress with imperfect information > Have a bias to action, shipping useful things and helping others do the same > Are comfortable moving between strategy and hands-on execution as needed > Work effectively across cultures, time zones, and disciplines > Believe AI can serve the public interest - and are willing to do the practical, unglamorous work to make that true. And two, the pay is €70k-€100k, which I understand is pretty fantastic for a Community role in Europe. For those reasons, and because it makes me feel hopeful about AI, I'm tentatively putting this in Green Means Go. [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Open Source Community Manager](https://www.currentai.org/job-vacancies/open-source-community-manager-current-ai?ref=supporthuman.cx) ### About Current AI ‍[Current Al](https://www.currentai.org/?ref=supporthuman.cx) is a first-of-its-kind global public-private partnership that brings together governments, foundations, and the private sector to build public interest AI at scale. Launched at the AI Action Summit in Paris in 2025, the organisation has already raised hundreds of millions through partnerships with the French government, AI Collaborative, and other leading governments, philanthropic, and industry partners. If AI is the transformative revolution we perceive it to be, it needs to serve the public interest today and tomorrow. At Current AI, our goal is to help build a collaborative, collective, and global vision for AI, not one governed by a specific country or a company. Today there are builders and researchers around the world developing public interest AI building blocks (datasets, models, compute, audits and applications), but efforts are not always co-ordinated or additive. To have a genuine shot at being an alternative, we must harness the full breadth of work happening across open source and public interest AI. That means helping transform individual, decentralised initiatives into a coherent Public Interest AI movement, and helping unblock builders via funding or tool development or connecting efforts together. ### Why this role matters To achieve our mission, we're going to build alongside the community. Our output will not be research or policy papers, but actual open and auditable technology. To do this, we are drawing from three ecosystems: - Open source, for its values of openness, transparency, and collaboration - Startups, for their agility, speed, and focus on real users - The public interest and philanthropic ecosystem, for their commitment to impact and societal benefit We will build a different kind of non-profit: transparent by default, agile in execution, built from the ground up on open source AI methodology, and most importantly, close to the work — meaning both the builders and the use cases. We view our team as not just the internal team but the entire public interest and open source AI ecosystem. Our role is to help that community collaborate and to unblock it where we can through funding, investment in infrastructure and tools, or by connecting people together. As our first Open Source Community Manager, you will define how our open-source platforms, tools, and communities grow — and how they are governed. This is a **ground-floor role** that sits at the intersection of engineering, programs, and global partners and has real influence over how our work lands in the world. ### What you’ll do **Build and grow open-source communities** - Shape how builders, researchers, and institutions engage with Current AI. - Help turn open-source projects into living, healthy communities, not just code repositories. - Develop and execute plans to attract, engage, and retain contributors across Current AI’s open-source platforms. - Design clear contribution pathways so people can move from first interaction to meaningful, sustained contribution. - Foster a positive, inclusive and welcoming environment where contributors feel supported and valued. **Act as an active community steward** - Participate directly in community discussions across GitHub, Discord, and other channels. - Moderate interactions to maintain respectful, constructive collaboration. - Apply and evolve community guidelines and codes of conduct fairly and consistently. **Bridge contributors and internal teams** - Work closely with engineering, programme, and product teams to identify work suitable for open collaboration. - Ensure external contributors have the context, documentation, and support needed to succeed. - Listen to community feedback and feed insights back into internal teams. **Support learning, recognition, and contributor growth** - Design lightweight recognition practices that celebrate meaningful contributions. - Help contributors develop skills, confidence, and long-term engagement. - Share community learnings to strengthen Current AI’s products and programmes. **Manage community programs and operations** - Track and report on community health metrics including growth, engagement, and contributor activity, to guide engagement and improvement. - Plan and coordinate outreach activities (events, workshops, conferences). - Support simple planning and budgeting for community initiatives. **Help shape Current AI’s culture and norms** - Model low-ego, respectful collaboration internally and externally. - Help establish community and governance practices appropriate for a global public-interest organisation. ### What we are looking for ‍**Must-haves** - **4+ years of experience building and/or managing open-source communities**, ideally in a global, distributed context. - Deep understanding and demonstrated commitment to **open source, open standards, and collaborative development**. - **Strong technical and AI fluency** and prior developer experience *or* sustained, hands-on work with engineers and technical contributors. - Working knowledge of **version control systems** (Git; GitHub/GitLab workflows) and capable of using git workflows - Experience moderating **forums, issue trackers, mailing lists, or chat platforms** (e.g. GitHub Discussions, Slack/Discord, Discourse). - Strong organisational skills; comfortable managing multiple initiatives and stakeholders in parallel. - Excellent written and verbal communication skills. - Genuine commitment to building AI that serves the public interest. **Nice-to-haves** - Experience working with or alongside public-sector, academic, or mission-driven organisations. - Experience supporting global or Global-Majority communities. - French or additional languages beyond English. **Character traits** We’re looking for people who: - Put the **mission before personal credit** and work well in low-ego, highly collaborative teams - Exercise **good judgment and integrity**, including knowing when to push back or say no - Enjoy **building from scratch** and making progress with imperfect information - Have a **bias to action**, shipping useful things and helping others do the same - Are comfortable moving between **strategy and hands-on execution** as needed - Work effectively across **cultures, time zones, and disciplines** - Believe AI can serve the public interest - and are willing to do the practical, unglamorous work to make that true. ### The offer We’re committed to ensuring that team members are supported, well-compensated, and able to thrive. Expected Salary Range: €70k-€100k depending on experience and location. ### How to apply Please email your CV to [Christian Kenny](mailto:christian.kenny@ventula.co.uk) from the search firm helping us with this hire, using the button below, and attach a covering note answering each of the following questions in no more than 500 words in total: *“What draws you to Current AI’s mission, and how it connects to your own professional journey”* ### Equal opportunity commitment Current AI is committed to ensuring equal access to employment and preventing all forms of discrimination. All applications will be reviewed fairly, without regard to origin, sex, gender identity, age, sexual orientation, disability, religious beliefs, views held, or any other criteria unrelated to professional qualifications. Selection will be based solely on skills, experience, and suitability for the role. *Current AI does not accept unsolicited applications from recruitment agencies with whom we do not have a signed agreement. Current AI will not be liable for any fees or commissions in the event that a candidate submitted in this manner is subsequently hired.* [Apply for this job](mailto:christian.kenny@ventula.co.uk) ### Manager, Customer Service (Canada) URL: https://supporthuman.cx/jobs/manager-customer-service-canada/ Last updated: 2026-08-08T00:06:25.000Z Location: Toronto ## [Quince](https://job-boards.greenhouse.io/quince?ref=supporthuman.cx) | $115,000 - $130,000 CAD ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** So I rated Quince's Director, Support Operations role back in *July 2024* and there is still - STILL - no Careers page to speak of. Absolutely wild. > We are a destination for builders, innovators, and operators to come together and challenge the status quo. What status quo? The status quo of fast fashion and $180 sheets? Really? > Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury Oh my god, can we not. You are convincing people to buy things. THAT IS CAPITALISM THAT IS JUST CAPITALISM OH MY GOD CAN WE JUST FUCKING NOT > and provides high quality products at radically low prices A infant cashmere cardigan at the low, low price of \*checks notes\* $50\. Mmhmm. (It's okay, y'all! Because the normal retail price is $178!) > That mission demands a world-class team committed to excellence. Does it. Does it really. > If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince. Oh, too bad, I'll take my sloth-like stagnated ass elsewhere then, I guess. > We are seeking a natural leader No, you're not. You're really not. No one who knows anything about leadership is. > Lead, manage, and develop a team of CA-based Retention Specialists Not customer service specialists! No, gotta keep those plebes buying, folks! > Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values I legit forgot they had values. Silly me. > Excellent written and verbal communication skills, with a keen attention to tone and clarity Watch your tone while you democratize luxury!!! > Comfortable working in a fast-paced, evolving startup environment Whatever. You know what I'd say here if I weren't so goddamned tired. You know, from all the fucking capitalism. Look, real talk: the job itself sounds fine. But I'd rate it a lot higher if the company seemed at all capable of looking at itself and its business honestly: just another discount brand trying to get people to buy more things. And, given their business model, probably people who can't really *afford* to buy more things. If they wanted to (or could) sell to luxury buyers, they would. Your mileage may vary on this one for sure, but I'm putting it in BINGO. Note: They don't say whether this role is on-site or remote, so I'm assuming it's on-site. [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Manager, Customer Service (Canada)](https://job-boards.greenhouse.io/quince/jobs/4822413008?ref=supporthuman.cx) **ABOUT QUINCE** Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value. Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions: - **Customer First**: We prioritize customer satisfaction in every decision. - **High Quality**: True quality means premium materials and rigorous production standards you can feel good about. - **Essential Design**: We focus on timeless, functional essentials instead of chasing trends. - **Always a Better Deal**: Innovation and transparency ensure value for both customers and partners. - **Social & Environmental Responsibility**: We commit to sustainable materials, ethical production, and fair wages. Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency. **OUR TEAM AND SUCCESS** At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince. **THE ROLE** **Manager, CA Customer Service** We are seeking a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality. You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities. **Responsibilities** - Lead, manage, and develop a team of CA-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social). - Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement. - Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews. - Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements. - Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc. - Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values **Qualifications** **Required:** - 4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus) - Proven track record of managing on-site teams and maintaining high engagement and performance - Strong understanding of key CX metrics and how to coach teams toward success - Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools - Excellent written and verbal communication skills, with a keen attention to tone and clarity - Strong analytical skills with the ability to interpret data and translate into team actions - Comfortable working in a fast-paced, evolving startup environment - Weekend and holiday availability, especially during peak periods (e.g. November and December) - Bachelor’s degree or higher preferred **Pay Range** $115,000 - $130,000 CAD **WHY QUINCE?** Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike. **EQUAL OPPORTUNITY & HIRING INTEGRITY** Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing [this accommodation form](https://forms.gle/DpJ11jHa1WbqfUWB9?ref=supporthuman.cx). We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis. Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws. *Security Advisory: Beware of Frauds* At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means. ### Technical Writer III URL: https://supporthuman.cx/jobs/technical-writer-iii/ Last updated: 2026-08-07T22:07:39.000Z ## [Ping](https://www.pingidentity.com/en/company/careers.html?ref=supporthuman.cx) | $96,500-$110,940 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Not much to say about this one; the duties and qualifications seem pretty straightforward, and the salary is decent for a Docs role. Solid **Eh, It's Probably Fine.** [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Technical Writer III](https://job-boards.greenhouse.io/pingidentity/jobs/8373350002?ref=supporthuman.cx) **About Ping Identity:** At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. [We champion every identity.](https://www.pingidentity.com/en/company/championing-every-identity.html?ref=supporthuman.cx) One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100\. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. Ping Identity is seeking a **Technical Writer III** to join our extraordinary documentation team. Reporting to one of the Technical Documentation Managers, you will work on technical content for various audiences within a Docs-as-Code environment supporting PingFederate. #### You will: - Collaborate with subject matter experts, engineers, and product teams to define, design, create, and maintain core documentation for Ping Identity's products and services - Deliver documentation for cloud-based services and on-premise software aimed at different audiences, including end-users, admins, developers, integrators, and DevOps - Investigate, research, and learn our products and the standards they depend on - Translate complex technical concepts into clear, concise, and user-friendly content, including real-life examples and use cases - Work with AsciiDoc in a Docs-as-Code authoring and publishing environment using GitHub - Follow the software development life cycle process closely to anticipate and ascertain documentation needs #### You have: - 3+ years spent in a technical writing position - Experience with markdown languages, version control tools, and integrated development environments (IDEs) - Experience managing multiple projects simultaneously, meeting deadlines and quality standards with minimal supervision - Ability to learn unfinished, new, complex software quickly with little help - Prior experience or exposure to software development, including familiarity with Agile development methodologies - Experience with Jira and Confluence, or similar project management platforms - Demonstrated ability to collaborate effectively face-to-face and remotely #### You have the advantage if you have experience with: - Working in a Docs-as-Code environment - Scripting/programming, such as Java, Bash, Python, or JavaScript - Building, installing, configuring, and debugging client and server software - Documenting identity and access management applications for power users - Documenting for a developer audience, especially API documentation - Adapting and demonstrating a willingness to learn new technologies and tools Salary Range $96,500-$110,940 In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. **Life at Ping:** We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. **Here are just a few of the things that make Ping special:** - A company culture that empowers you to do your best work. - Employee Resource Groups that create a sense of belonging for everyone. - Regular company and team bonding events. - Competitive benefits and perks. - Global volunteering and community initiatives **Our Benefits:** - Generous PTO & Holiday Schedule - Parental Leave - Progressive Healthcare Options - Retirement Programs - Opportunity for Education Reimbursement - Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. *We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.* ### Senior Technical Support Engineer - Shifted Workweek URL: https://supporthuman.cx/jobs/senior-technical-support-engineer-shifted-workweek/ Last updated: 2026-08-07T22:07:40.000Z ## [Ping](https://www.pingidentity.com/en/company/careers.html?ref=supporthuman.cx) | $83,500 - $100,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times Oof, I'm a nosy bitch who'd love to know who inspired this bullet. > Actively prioritizing tasks/workload with self-discipline and good timekeeping > Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction Oh yeah, this is definitely in response to something. 👀 Well, this was fine until I got to the last bit of the required qualifications and basically all of the preferred quals section. For a s*enior* technical role like this, $83,500-$100,000 is poor compensation. Throwing this in Tread Carefully. Note: There are other technical support roles open at this company, including a [Senior Technical Support Engineer II](https://job-boards.greenhouse.io/pingidentity/jobs/8309411002?ref=supporthuman.cx) role that's remote in the UK. [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Senior Technical Support Engineer - Shifted Workweek](https://job-boards.greenhouse.io/pingidentity/jobs/8354318002?ref=supporthuman.cx) **About Ping Identity:** At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. [We champion every identity.](https://www.pingidentity.com/en/company/championing-every-identity.html?ref=supporthuman.cx) One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100\. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. **Role Purpose Statement:** As a Senior Technical Support Engineer, you will play a critical role in ensuring seamless customer experiences by providing high-quality technical assistance. You will be part of the global support team, working on a shifted schedule that includes weekends to ensure continuous support coverage. In this role, you will assist with product-specific cases, manage case escalations, provide phone support and respond to alerts, helping Ping Identity deliver superior customer support. **Work Schedule** - Shift would be Thursday to Monday - Hours are defined based on the follow-the-sun model to ensure global support, requiring specific shifts to align with this approach - these will be normal business hours in your regional time zone. **Main Responsibilities:** - Interacting with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues. - Meeting or exceeding customer expectations on response quality, timeliness and overall customer experience - Acting as Queue Manager (QM) during weekend shifts, ensuring efficient case handling and triaging support requests - Providing technical support across multiple products, ensuring efficient troubleshooting, identification of root cause and issue resolution - Where assigned products are not within their core expertise, work within established product runbooks and escalate to the on-call Product SME as required - Managing and responding to phone support and alerts, escalating cases as needed - Communicating with customers and partners via the online support tool, and via audio and video calls and screen-sharing sessions - Reproducing customer problems internally, to enable the development and testing of a resolution - Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times - Collecting information and documenting bugs with Engineering or Training/Documentation for product/service issues that are impacting customers - Actively prioritizing tasks/workload with self-discipline and good timekeeping - Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction - Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible. Showing empathy for the customer's situation and listening with the intent to understand the situation clearly - Ensuring best practices are followed and processes are adhered to, especially with regard to ISO27001/9001 compliance, security incidents and data breaches **Required Skills & Qualifications** - Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience - Excellent Communication - both verbal and written; support is conducted via web-based ticketing system, web conferencing and phone - Excellent troubleshooting skills - Demonstrable collaboration and teamwork skills - Ability to prioritize workload and adapt to a fast-paced, follow-the-sun support model - Ability to be a good listener; identifying key information in order to reproduce a customer’s problem remotely - Strong background of working on Linux, Unix & Windows Enterprise Server OS, with mixed skills around administration and troubleshooting - Solid understanding of the technical fundamentals of the Internet - you should have a solid knowledge of protocols such as HTTP, SSL and IPv4/v6 - Working knowledge of Java, web containers (e.g. Tomcat, JBoss) and web servers (e.g. Apache, IIS) - Experience of virtualisation in an enterprise environment - Cloud-based platform services - AWS, Azure, Google Cloud Platform **Preferred:** - DevOps deployments - Docker, Scripting, Kubernetes - Networking infrastructure - Proxies, Load balancers, Firewalls - Installing/tuning/code analysis of Java - Java performance analysis - Heap maps/JMAP/GC - Directory - LDAP, AD - Databases – SQL - Programming languages - JavaScript, Groovy Salary Range: $83,500 - $100,000 In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. **Life at Ping:** We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. **Here are just a few of the things that make Ping special:** - A company culture that empowers you to do your best work. - Employee Resource Groups that create a sense of belonging for everyone. - Regular company and team bonding events. - Competitive benefits and perks. - Global volunteering and community initiatives **Our Benefits:** - Generous PTO & Holiday Schedule - Parental Leave - Progressive Healthcare Options - Retirement Programs - Opportunity for Education Reimbursement - Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. *We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.* ### Manager, Technical Support - Shifted Work Week URL: https://supporthuman.cx/jobs/manager-technical-support-shifted-work-week/ Last updated: 2026-08-07T22:07:41.000Z ## [Ping](https://www.pingidentity.com/en/company/careers.html?ref=supporthuman.cx) | $115,000 - $143,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The Careers page is thorough and informative, although the "We're looking for the Best" tripped the "We only hire the best of the best" bingo entry. > People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Getting some culty vibes here, but maybe it's fine! The duties are well-articulated and reasonable for the role. I think it really is fine? And the requirements are all normal too, the benefits section actually contains benefits, and the salary is great at $115,000 - $143,000, although they don't say what the work days are for this role, but that's not a huge deal. Happy to place this is in **Eh, It's Probably Fine**. [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Manager, Technical Support - Shifted Work Week](https://job-boards.greenhouse.io/pingidentity/jobs/8354383002?ref=supporthuman.cx) **About Ping Identity:** At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear. While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. [We champion every identity.](https://www.pingidentity.com/en/company/championing-every-identity.html?ref=supporthuman.cx) One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work. We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100\. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management. As a Support Manager, you will be responsible for developing and motivating a team of technical experts while leading day-to-day operations of the technical support team. Duties include facilitating the resolution of cases and spearheading engagement with Engineering, Customer Success and Professional Services teams. You will be a technical leader, responsible for leading a growing team of experienced technical support engineers to deliver a world class support experience. This role will report directly to the Director of Technical Support within North America. As a Regional Support Manager you will: - Be responsible for the coaching and mentoring a team of experienced support engineers - Develop growth plans for your direct reports to drive continuous improvement and development. - Utilize a data driven approach to assess team performance - Develop and/or enhance best practices, processes, and procedures to increase efficiency - Use data from cases, escalations, and the field to understand trends - Manage customer escalations by engaging directly with our customers and coordinating resources within Ping to resolve issues - Review and respond to CSAT responses submitted by our customers - Manage the daily influx of cases and service requests to ensure issues are appropriately prioritized and addressed in a timely manner - Assess engineer casework for quality and consistency - Work closely with global teams to ensure a uniform customer experience - Work with operations and support leadership on the development and continuous improvement of Intelligent Swarming and Knowledge Centered Support programs You Have: - 5 years related experience providing technical support or application support at an Enterprise level - Experience with triaging and analyzing complex customer issues - Experience working cross-functionally across multiple teams to resolve issues - Understanding of DevOps best practices and experience with IAM - An understanding of the fundamentals of Intelligent Swarming and Knowledge Centered Support - Experience coaching and/or leading teams of 5+ engineers - Experience with report building and data analysis - Experience using data to evaluate and improve processes - Passion for customer service - Excellent team player Salary Range: $115,000 - $143,000 In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. **Life at Ping:** We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. **Here are just a few of the things that make Ping special:** - A company culture that empowers you to do your best work. - Employee Resource Groups that create a sense of belonging for everyone. - Regular company and team bonding events. - Competitive benefits and perks. - Global volunteering and community initiatives **Our Benefits:** - Generous PTO & Holiday Schedule - Parental Leave - Progressive Healthcare Options - Retirement Programs - Opportunity for Education Reimbursement - Commuter Offset (Specific locations) Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self. *We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.* ### Director, Customer Service and Operations URL: https://supporthuman.cx/jobs/director-customer-service-and-operations/ Last updated: 2026-08-07T22:07:42.000Z ## [Pie](https://www.pieinsurance.com/culture?ref=supporthuman.cx) | $140,000 - $180,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Pie's Careers page is very informative and their Values/How We Work statements seem pretty grounded. So far so good! > Identify gaps and needs for automation to create the best end to end experience. Create connectivity by collaborating cross-functionally within the direct functional areas as well as across other departments and functions that will influence direction, or could be impacted by strategy and direction within our departments. I feel like there's gotta be a clearer way to say "will work cross-functionally with other applicable teams." Oh, look. I did it. > Accountable for the internal and external collection programs; managing through Managers and Analysts to maximize AR and reduce bad debt. You can't see me, but I'm making a face because that's an odd duty for a Director of CS (though maybe not for Operations?). Actually, it's just hitting me how big a job running CS and Ops would be. Not sure those are functions I'd want to consolidate under one person. (BJB Shitposting Board of Directors member [Miles Goldstein](https://www.linkedin.com/in/milesgoldstein/?ref=supporthuman.cx) said "CS = Chosen Scapegoat" and now I can't unsee it.) There is just...a lot of words in this JD. So many words. > Works cross-functionally with UW, Product, Claims, Compliance, BD, Marketing, and Executives to deliver a best in class audit operation for our customer, partners, and internal team members to achieve Pie's financial goals. I have been trying to figure out what this means for a good 2 minutes. Just staring at the words. The many, many words. > Data literacy is the ability to read, work with, analyze, and argue with data. This is in the requirements section, apropos of nothing, and made me laugh right out loud. > Demonstrated experience working on projects involving redesigning how a company is structured, updating the technology everyone uses, or changing the way work gets done to be more efficient. Is comfortable making sure the organization is set up in the best way to meet its goals. HOW IS THIS A CS ROLE (Miles: And now we're also the CIO?) > Overall organization support using planning skills, problem solving skills, communication skills and demonstrating adaptability while maintaining a results-focused approach to deliverables. I'm curious how they expect the person in this role to have a "results-driven approach" when they seem to have *all the deliverables.* > Comfortable working in an agile-based workflow - working in a fast paced and flexible way of producing work and results. The need for collaboration, and continuous improvement, and supporting of the iterative process is essential here. I really need to know who wrote this JD and then who approved it. > Demonstrated listening, and influence skills to build a culture of encouragement, and empowerment that cascades through the organization and other leaders. Oooooooooof. Now they're also HR. I mean, the comp is $140,000-$180,000, but that doesn't seem nearly enough for a role that's running CS, Ops, IT, HR, and maybe also the rest of the company? [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Director, Customer Service and Operations](https://job-boards.greenhouse.io/pieinsurance/jobs/5710240004?ref=supporthuman.cx) Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance. Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by [core values and operating principles](https://pieinsurance.com/culture?ref=supporthuman.cx) that guide every decision we make. As Director, Customer Service and Operations you oversee and manage end to end processes for all customer-facing policy support needs, policy changes and actions, as well as premium changes and audits. This role is accountable for Pie's customer service quality, audit effectiveness, and receivables management. From a leadership perspective, you manage all customer facing, operational functions at Pie. You are responsible for developing the strategy to ensure successful delivery in our day to day operations (service levels, resolution rates, quality) and will lead an organization through growth & scale by setting a service vision, developing strategies and driving continuous improvement. *The Director will lead all workforce management functions to optimize staffing efficiency and service levels. This role involves developing accurate forecasting models based on historical data and trend analysis, creating strategic scheduling frameworks that balance customer demand with agent availability, and implementing real-time adherence monitoring to ensure optimal coverage. The Director will oversee capacity planning for peak periods, manage intraday adjustments to address volume fluctuations, and collaborate with operations teams to minimize overstaffing and understaffing scenarios.* ### **How You’ll Do It** - Manage end to end partner & policyholder policy experiences - Identify gaps and needs for automation to create the best end to end experience. Create connectivity by collaborating cross-functionally within the direct functional areas as well as across other departments and functions that will influence direction, or could be impacted by strategy and direction within our departments. - Responsible for the overall compliance of the program; fulfilling state requirements and diverse premium audit accuracy programs (driven by NCCI and Departments of Insurance). - Accountable for the internal and external collection programs; managing through Managers and Analysts to maximize AR and reduce bad debt. - Develop strategy for successful day to day deliverables - Leading in program strategies, and overall responsibility for successful delivery of processes and tools. - Responsible for overall scalability of programs success within functional areas. - Responsible for managing and implementing operational work processes including improvement, efficiency, and technology-driven solutions and achieving operational excellence. As the key decision maker, this position is responsible for making final decisions on implementation and ensuring operational effectiveness. - Uses Pie and CS data to inform and measure on the teams’ objectives, and track how the CS team influences Pie’s overarching OKRs. - Drive efficiency at scale - Works cross-functionally with UW, Product, Claims, Compliance, BD, Marketing, and Executives to deliver a best in class audit operation for our customer, partners, and internal team members to achieve Pie's financial goals. - Oversee the development of processes that prioritize value added interactions or work while automating and reducing manual tasks. - Partnering across the org to eliminate the need for help or service or enable automated resolutions. - Build quality based programs that lead to retention - Responsible for continuous improvement processes and encouraging the test and learn approach. - Establish KPIs and managing to performance expectations - Uses quality insights to drive improvement and push strategy on both people and processes within the organization. ### **The Right Stuff** - A Bachelor’s degree is required. Graduate’s Degree is preferred. - 12 years of related experience in insurance, Insurtech, customer service, premium audit or other service based organization set up is required. - 6 years leading leaders or team management responsibilities is required. - Data literacy is the ability to read, work with, analyze, and argue with data. - Specifically, need to be able to: - Understand Data - knowing what data is and the ways it can be used. - Critical Thinking: Asking the right questions about the data you see. - Evaluating Data: Deciding if the data is good quality and useful for what you need. - Using Data: Being able to use tools and methods to do something with the data. - Ethical Considerations: Understanding the right and wrong ways to use data. - Demonstrated experience working on projects involving redesigning how a company is structured, updating the technology everyone uses, or changing the way work gets done to be more efficient. Is comfortable making sure the organization is set up in the best way to meet its goals. - Overall organization support using planning skills, problem solving skills, communication skills and demonstrating adaptability while maintaining a results-focused approach to deliverables. - Comfortable working in an agile-based workflow - working in a fast paced and flexible way of producing work and results. The need for collaboration, and continuous improvement, and supporting of the iterative process is essential here. - Highly advanced leadership skills with demonstrated ability to create productive and positive work environments. Experience building career progression programs is highly desired. - Demonstrated listening, and influence skills to build a culture of encouragement, and empowerment that cascades through the organization and other leaders. **The use of AI in Application Review:** To support a fair, efficient, and consistent hiring process, we use AI-powered tools to assist in the initial screening of applications. These tools help us identify qualifications and prior work experiences that align with the requirements of the role. We may also use AI assistant video tools during interviews to support note-taking and candidate evaluation. All AI-powered outputs are still subject to human oversight and decision-making at multiple stages of the process. By submitting your application, you acknowledge and consent to Pie utilizing these AI technologies to assist in our evaluation process. Base Compensation Range $140,000 - $180,000 USD ### **Compensation & Benefits** - Competitive cash compensation - A piece of the pie (in the form of equity) - Comprehensive health plans - Generous PTO - Future focused 401k match - Generous parental and caregiver leave - Our [core values](https://pieinsurance.com/culture/?ref=supporthuman.cx) are more than just a poster on the wall; they’re tangibly reflected in our work **Our goal is to make all aspects of working with us as easy as pie.** That includes our offer process. When we’ve identified a talented individual who we’d like to be a Pie-oneer , we work hard to present an equitable and fair offer. We look at the candidate’s knowledge, skills, and experience, along with their compensation expectations and align that with our company equity processes to determine our offer ranges. Each year Pie reviews company performance and may grant discretionary bonuses to eligible team members. ### **Location Information** Unless otherwise specified, this role is remote. Remote team members must live and work in the United States (*territories excluded*) and have access to reliable, high-speed internet. ### **Additional Information** *Pie Insurance is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.* *Pie Insurance participates in the E-Verify program. Please click* [*here*](https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf?ref=supporthuman.cx)*,* [*here*](https://www.justice.gov/crt/case-document/file/1133936/download?ref=supporthuman.cx) *and* [*here*](https://www.justice.gov/crt/case-document/file/1133941/download?ref=supporthuman.cx) *for more information.* Pie Insurance is committed to protecting your personal data. Please review our [Privacy Policy](https://pieinsurance.com/privacy/?ref=supporthuman.cx). Safety First: Pie Insurance is committed to your security during the recruitment process. We will never ask you for credit card information or ask you to purchase any equipment during our interview or onboarding process. [Pie Named to 2025 America's Best Startup Employers](https://www.forbes.com/lists/americas-best-startup-employers/?ref=supporthuman.cx) [Pie Insurance 2025 State of Workplace Safety Report](https://www.pieinsurance.com/resource-center/press/2025-state-of-workplace-safety-report?ref=supporthuman.cx) ### Customer Service Team Lead URL: https://supporthuman.cx/jobs/customer-service-team-lead/ Last updated: 2026-08-07T22:07:45.000Z ## [Promenade](https://getpromenade.com/careers/?ref=supporthuman.cx) | $48,840-$52,000 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** This has been bookmarked since before I broke myself, so I'm going to out on a limb and say it's a ghost job or the turnover is awful. Also, they do not actually say where they hire, so I'm just assuming the USA. On the Careers page: *At Promenade, individuals come together and commit to the values that drive innovation, change, and success for small businesses. Here, you’ll do much more than join us; you’ll add to us.* As a intro statement, it doesn't suck. Their Careers page brags about being a great place to work, so you know what's next: to Glassdoor! ![Image of Promenade's Glassdoor rating, with a tooltip that says: "Below industry average & company size (3.08-4.62)"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Screenshot-2026-02-08-at-7.48.21---PM.png) Oops! - "A descent place to work" (3 stars, hilarious typo not mine) - "Its ok if youre getting into sdr" (3 stars) - "Chasing Revenue at the Expense of Clients" (2 stars) - "Toxic Culture and Micromanagement" (1 star) > Our vision is to create economic opportunity for every professional in the world, and that starts with our own employees. I have a bad feeling about this. Okay, in the job description! Totally not bracing myself. Totally. > As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. Is it just me, or is that thing about adhering to industry best practice just a weird thing to say? > This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. Okay... > We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations. Ahh, there it is. In the 'What's in it for you' section: "Great Medical/Dental/Vision coverage" – Friends. Countrymen. 'Great' is not a metric. If it was great, they'd tell us what the coverage actually is. > Fully stocked snack bar & weekly catered lunches > The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.) I love that they detail what swag you get and not the benefits. > Work in a fast-paced, fun environment with an eclectic group of people from all over the world A fun environment in which you have to remain calm and positive in all situations? Sure, that checks out. > Friendly, optimistic, and have a caring demeanor > Adept at working well under pressure and with tight deadlines Okay, so this place is the 9th circle of hell, right? (The 8th circle being LinkedIn, of course). > $23 - $25 an hour omg wut Wait wait it's not EVEN $25hr! (in tiny print): > $23/hr with $10k annual bonus, paid quarterly That is, at most, $58,840\. To work in a horror movie. > Have you ever managed a book of business? And why is this a question on an application for a Customer Service Team Lead??? Y'all want to guess how many entries it hit in BJB? > Why join Promenade? If you want a front-row seat in seeing a company disrupt a massive industry Unless I'm a founder, I don't want a front-row seat. I prefer not to be a crash test dummy, thank you very much. (It was 15.) [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Customer Service Team Lead](https://jobs.lever.co/promenade/d6858e02-ed22-451b-ba4f-120295b7d2c9?ref=supporthuman.cx) **Who we are looking for...** Promenade, (formerly BloomNation) is scaling rapidly and seeking a Customer Service Team Lead. We are seeking a dynamic and experienced **Customer Service Team Lead** to oversee our team of 8 offshore representatives. As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations. ### Specifically, you will… - Team Leadership: Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service. - Customer Support: Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions. - Performance Management: Monitor team performance, set goals, and provide regular feedback and coaching. - Process Improvement: Identify opportunities to streamline processes and improve efficiency within the team. - Collaboration: Work closely with other departments to ensure seamless communication and collaboration. - Problem-Solving: Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently. - A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community ### What’s in it for you... - Equity/Stock options in a profitable and rapidly growing company - Great Medical/Dental/Vision coverage - Transportation coverage in the form of parking, rideshare, or metro credit - Fully stocked snack bar & weekly catered lunches - The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.) - Ability to mold your career and make an immediate impact - Work in a fast-paced, fun environment with an eclectic group of people from all over the world ### You will excel if you have... - A natural people person and relationship builder - Passionate about serving small businesses and being apart of a growing startup - Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence - An excellent communicator, both in writing and over the phone - Friendly, optimistic, and have a caring demeanor - Adept at working well under pressure and with tight deadlines - Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat $23 - $25 an hour $23/hr with $10k annual bonus, paid quarterly **More about us - Promenade** Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software catered to each industry we serve, leveling the playing field between the small business and large aggregators. Promenade was originally founded in 2011 as BloomNation, the nation’s premier network for local florists, disrupting the multi-billion dollar floral industry. After helping thousands of local florists across the country, we doubled down on our mission and began helping more small businesses who carried the same challenges of acquiring and retaining their own customers. Today, Promenade creates software for four industries - BloomNation (Floral), Promenade (Food, Liquor and Butchers) . The company is based in Santa Monica, CA along with Remote roles. **Additional highlights…** Backed by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.)Named one of Entrepreneur’s *“5 Sizzling Silicon Beach Startups to Watch”*Located one block away from the beach on the world-famous 3rd Street Promenade in Santa Monica **Why join Promenade?** If you want a front-row seat in seeing a company disrupt a massive industry and you love the idea of helping hardworking business owners that serve our local communities and neighborhoods, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics...just real people working on solving real problems. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. [Apply for this job](https://jobs.lever.co/promenade/d6858e02-ed22-451b-ba4f-120295b7d2c9/apply?ref=supporthuman.cx) ### Social Media and Community Lead URL: https://supporthuman.cx/jobs/social-media-and-community-lead/ Last updated: 2026-08-07T22:07:47.000Z ## [Krea](https://jobs.ashbyhq.com/Krea?utm%5Fsource=fundedandhiring.com) | Competitive comp not given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes 09Feb26:** Fun and interesting thing: Six months ago, before I broke myself, I rated this job. It was called Marketing - Lead Community Manager then. Now it's called Social Media and Community Lead and the job description has been retooled, I can only assume because the original JD was not great. The new JD is much shorter (I've pasted it below, above the old one), but it has many of the same problems as the original. It should still be a more senior title, it still doesn't list any actual benefits, and there's still no salary transparency. In **BINGO** it remains! **Steph's Notes 09Aug25:** There's a legal page and a pricing page, but no Careers page to speak of (just a list of jobs in Ashby). > Our mission is to build tools that empower human creativity, not replace it. That is suspiciously reasonable for an AI company. We believe AI is a new medium that allows us to express ourselves through various formats—text, images, video, sound, and even 3D. We're building better, smarter, and more controllable tools to harness this medium. This doesn't really say anything, but it's also not wildly harmful like a lot of AI missions. So...there's that, I guess? > If you're passionate about pushing the boundaries of AI and empowering human creativity, we'd love to hear from you. Ah, that's more familiar. Is there an AI company out there that doesn't claim to be "pushing the boundaries of AI?" This always reads as "pushing the boundaries of what's an acceptable use of AI" to me. > As Lead Community Manager, you’ll manage all aspects of Krea’s growing artist community through platforms like Discord, and by running events in-person across our artist hubs, such as San Francisco, NYC, and Los Angeles. Lordy. This should be \*at least\* a Head of Community, then. > Our culture: We work full-time and in-person at our waterfront office in San Francisco. We believe in investing heavily in early potential: attaching side-projects is heavily encouraged. We believe that demonstrated interest in the creative space is key: our team includes musicians, designers, visual artists and more. It is both hilarious and sad that they think this is describing their culture and not, like, conditions of employment. More sad than hilarious, really. The "What You'll Do" section is a little weird in that it doesn't really match up with the job summary from the intro. The job summary sounds more senior, while the "What You'll Do" section just feels junior and incomplete. > Example experience and tacit skills we're looking for: That's not what tacit means, friends. > Proven experience in managing social media platforms and creating engaging content. > Proven experience in managing social media and in-person events, especially in the creative communities. > Experience in event planning and execution. Do we think AI wrote this or did the hiring manager just tap out halfway through the job description? > Example Ideal Candidate > A Discord or Reddit community moderator for technologies like Pika or Midjourney, that organizes or attends in-person AI meet-ups with proven contributions. What, pray tell, is an in-person AI meet-up? I'm dying to know. > Work alongside a world class developing the future of AI tooling Work alongside a world-class...\*something\*! (Who nonetheless can't be bothered to proofread the JD their low-rent AI generated for them.) The "What We Offer" section is just dumb. You will not be shocked to hear that the last bullet point claims competitive compensation with no actual number. This job listing is deeply, hilariously unimpressive and therefore earns this BINGO. [Newsletter Issue](https://supporthuman.cx/p/09feb26-bad-job-bingo) --- ### Original Job Description: [Social Media and Community Lead](https://jobs.ashbyhq.com/Krea/d7a70588-44ea-45b7-8211-2f8bad431b4d?ref=supporthuman.cx) **About Krea** At Krea, we are building next-generation AI creative tools. We’re dedicated to making AI intuitive and controllable for creatives - our mission is to build tools that empower human creativity, not replace it. We believe AI is a new medium that allows us to express ourselves through various formats - text, images, video, sound, and even 3D. We're building better, smarter, and more controllable tools to harness this medium. We’ve raised over $83M and are backed by world-class Silicon Valley investors such as Andreesen Horowitz and Bain Capital. We work full-time and in-person at our waterfront office in San Francisco. We care about creativity: our team includes musicians, designers, visual artists, and engineers. **This role** We’re looking for a Social & Community Lead to own Krea’s presence across social platforms and our creator community. Some stuff you’ll do: - Own and grow Krea’s social presence across X, Instagram, and other relevant platforms. - Organize, moderate, and evolve Krea’s Discord community, ensuring it’s welcoming, active, and useful. - Create and curate social content in collaboration with the creative and product teams. - Manage community initiatives, launches, and ongoing communication with Krea’s CPP / artist program. - Engage directly with users, creators, and the broader creative AI ecosystem. - Surface insights, feedback, and community sentiment to the product and creative teams. - Help define the tone, voice, and culture of Krea’s community. **What we’re looking for** - Experience managing social media and online communities for creative or consumer products. - Strong understanding of creative culture and how content travels across platforms. - Creative background or hands-on experience making content (visuals, video, and/or writing). - Comfortable running Discord communities and community-driven initiatives. - Clear, thoughtful communicator with good judgement and taste. - Strong interest in creative tools, AI, and emerging creative communities. **What we offer** - High ownership over Krea’s social presence and community. - Work closely with artists, creators, and the product team. - Openness to sponsoring international candidates (e.g., STEM OPT, OPT, H-1B, O-1, E-3). - Work alongside a world-class team building the future of AI creative tooling. - Significant scope and company-wide impact. - Competitive compensation (75th percentile of market) with meaningful equity. [Apply for this job](https://jobs.ashbyhq.com/Krea/d7a70588-44ea-45b7-8211-2f8bad431b4d/application?ref=supporthuman.cx) --- [](https://jobs.ashbyhq.com/Krea/d7a70588-44ea-45b7-8211-2f8bad431b4d/application?utm%5Fsource=fundedandhiring.com) ### Original Job Description: [Marketing - Lead Community Manager](https://jobs.ashbyhq.com/Krea/dca79462-cf10-4327-91b1-bd5d12618760?ref=supporthuman.cx) About Krea At Krea, we're dedicated to making AI intuitive and controllable for creatives. Our mission is to build tools that empower human creativity, not replace it. We believe AI is a new medium that allows us to express ourselves through various formats—text, images, video, sound, and even 3D. We're building better, smarter, and more controllable tools to harness this medium. If you're passionate about pushing the boundaries of AI and empowering human creativity, we'd love to hear from you. We’re backed by Bain Capital Ventures, A16Z, Abstract Ventures, Pebblebed and many others. As Lead Community Manager, you’ll manage all aspects of Krea’s growing artist community through platforms like Discord, and by running events in-person across our artist hubs, such as San Francisco, NYC, and Los Angeles. **Our culture:** We work full-time and in-person at our waterfront office in San Francisco. We believe in investing heavily in early potential: attaching side-projects is heavily encouraged. We believe that demonstrated interest in the creative space is key: our team includes musicians, designers, visual artists and more. **What you'll do:** - Manage Krea's social media accounts, ensuring consistent and engaging communication across platforms. - Work with our Lead Brand Designer creating compelling content, tailored to each social media channel audience to enhance brand development, visibility, and user engagement. - Collaborate with motion graphic designers to plan and schedule regular product launches and promotional campaigns. - Monitor and analyze social media metrics to assess performance and inform future strategies. - Organize virtual and in-person events to strengthen community ties and promote Krea's offerings. - Stay updated with the latest trends in social media and community management to keep Krea at the forefront of digital engagement. Example experience and tacit skills we're looking for: - Proven experience in managing social media platforms and creating engaging content. - Proven experience in managing social media and in-person events, especially in the creative communities. - Experience in event planning and execution. - Strong understanding of community engagement strategies, particularly on Discord. - Excellent communication and interpersonal skills. - Ability to collaborate effectively with cross-functional teams, including designers and product managers. - Familiarity with analytics tools to monitor and report on social media performance. - Demonstrated passion for AI and creative tooling. - Data-driven approach to measuring community engagement and success. **Example Ideal Candidate** - A Discord or Reddit community moderator for technologies like Pika or Midjourney, that organizes or attends in-person AI meet-ups with proven contributions. **What we offer** - Openness to sponsoring International candidates (e.g STEM OPT, OPT, H1B, O1, E3) - Work alongside a world class developing the future of AI tooling - Significant impact on Krea’s market presence and growth - Competitive compensation (75% percentile of market rates) with significant upside ### In which I yell about capitalism. Again URL: https://supporthuman.cx/p/in-which-i-yell-about-capitalism-again/ Last updated: 2026-10-02T17:59:33.000Z Hey, so…hi. Been a while. I swear I was planning to be back last summer but then I broke my ankle (again), then a week later I broke my shoulder, discovered a large (benign) tumor in that shoulder and arm, had several weeks of physical therapy, then surgery to remove said tumor from my arm and make it bionic, and then several weeks of recovery, and now…we’re here. And my arm is legit killing me today, but Bad Job Bingo must go on. I’ll tell the story of all that mess at some point, but for now: please enjoy me yelling about capitalism. Again. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Open Source Community Manager](https://www.jobs.supporthuman.cx/open-source-community-manager/?ref=supporthuman.cx) Current AI · €70k-€100k · Remote, Worldwide Current AI's goals sure are lofty, but man, do I hope they can make them happen. There's a part of me that, having worked in non-profits, will always be wary of the way they tend to chew people up and spit them out in the name of the mission. However, this is not an American non-profit, nor does it even list the United States as a partner country, and I have no idea if that capitalism-lite culture extends beyond our shores. I'm willing to give them the benefit of the doubt for a few reasons. First, there's this very grounded list of traits they're looking for in the person who would assume this role: > We’re looking for people who: Put the mission before personal credit and work well in low-ego, highly collaborative teams. Exercise good judgment and integrity, including knowing when to push back or say no. Enjoy building from scratch and making progress with imperfect information. Have a bias to action, shipping useful things and helping others do the same. Are comfortable moving between strategy and hands-on execution as needed. Work effectively across cultures, time zones, and disciplines. Believe AI can serve the public interest - and are willing to do the practical, unglamorous work to make that true. And two, the pay is €70k-€100k, which I understand is pretty fantastic for a Community role in Europe. For those reasons, and because it makes me feel hopeful about AI, I'm tentatively putting this in Green Means Go. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Manager, Technical Support - Shifted Work Week](https://www.jobs.supporthuman.cx/manager-technical-support-shifted-work-week/?ref=supporthuman.cx) Ping · $115k-$143k · Remote, US The Careers page is thorough and informative, although the "We're looking for the Best" tripped the "We only hire the best of the best" bingo entry. > People don't come here to join a culture that's built on digital freedom. They come to cultivate it. Getting some culty vibes here, but maybe it's fine! The duties are well-articulated and reasonable for the role. I think it really is fine? And the requirements are all normal too, the benefits section actually contains benefits, and the salary is great at $115,000 - $143,000, although they don't say what the work days are for this role, but that's not a huge deal. Happy to place this is in Eh, It's Probably Fine. #### [Trust & Safety Operations Analyst](https://www.jobs.supporthuman.cx/trust-safety-operations-analyst/?ref=supporthuman.cx) OpenAI · $189k-$280k · Hybrid, US-San Francisco, CA Very straightforward Trust & Safety role; nothing jumps out at me as particularly concerning, and the pay is excellent. You'd be working for OpenAI. #### [Technical Writer III](https://www.jobs.supporthuman.cx/technical-writer-iii/?ref=supporthuman.cx) Ping · $97k-$111k · Remote, US Not much to say about this one; the duties and qualifications seem pretty straightforward, and the salary is decent for a Docs role. Solid Eh, It's Probably Fine. #### [Content Moderator](https://www.jobs.supporthuman.cx/content-moderator/?ref=supporthuman.cx) Randstad USA · $25/hr · Remote, US This is a contract role with Randstad, which is a staffing agency. The pay is okay – $25 per hour for what appears to be a remote, entry-level role is good. And having started myself in CX as a contract content moderator, I can say it's a good way to get your foot in the door in Trust & Safety or CX (I eventually did both). BUT – and that's a big but – it is also very challenging work, and you need to be absolutely sure that you can handle graphic, sexual, violent, racist, etc., content because it will be your job to look at that content and remove it so it doesn't harm others. I know that seems like a silly thing to point out, but I've worked with folks who weren't ready for the kind of content that gets moderated (you should always assume it's the worst of the worst), and it harmed their mental health. You likely won't get any kind of mental health care through a contract role, so that should be something you consider as well before you apply. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Senior Technical Support Engineer - Shifted Workweek](https://www.jobs.supporthuman.cx/senior-technical-support-engineer-shifted-workweek/?ref=supporthuman.cx) Ping · $84k-$100k · Remote, US > Collaborating with Support, Engineering, SREs, Product Management and Customer Success teams. Showing a respect for all team members and customers at all times Oof, I'm a nosy bitch who'd love to know who inspired this bullet. > Actively prioritizing tasks/workload with self-discipline and good timekeeping. Adopting an 'always-learning' mentality, with a humble attitude about knowledge limitations, and the ability to learn from experience and informal/formal instruction Oh yeah, this is definitely in response to something. 👀 Well, this was fine until I got to the last bit of the required qualifications and basically all of the preferred quals section. For a senior technical role like this, $83,500-$100,000 is poor compensation. Throwing this in Tread Carefully. **Note:** There are other technical support roles open at this company, including a [Senior Technical Support Engineer II](https://job-boards.greenhouse.io/pingidentity/jobs/8309411002?ref=supporthuman.cx) role that's remote in the UK. ## **BINGO** *Welp.* #### [Director, Customer Service and Operations](https://www.jobs.supporthuman.cx/director-customer-service-and-operations/?ref=supporthuman.cx) Pie · $140k-$180k · Remote, US Pie's Careers page is very informative and their Values/How We Work statements seem pretty grounded. So far so good! > Identify gaps and needs for automation to create the best end to end experience. Create connectivity by collaborating cross-functionally within the direct functional areas as well as across other departments and functions that will influence direction, or could be impacted by strategy and direction within our departments. I feel like there's gotta be a clearer way to say "will work cross-functionally with other applicable teams." Oh, look. I did it. > Accountable for the internal and external collection programs; managing through Managers and Analysts to maximize AR and reduce bad debt. You can't see me, but I'm making a face because that's an odd duty for a Director of CS (though maybe not for Operations?). Actually, it's just hitting me how big a job running CS and Ops would be. Not sure those are functions I'd want to consolidate under one person. (BJB Shitposting Board of Directors member [Miles Goldstein](https://www.linkedin.com/in/milesgoldstein/?ref=supporthuman.cx) said "CS = Chosen Scapegoat" and now I can't unsee it.) There is just...a lot of words in this JD. So many words. > Works cross-functionally with UW, Product, Claims, Compliance, BD, Marketing, and Executives to deliver a best in class audit operation for our customer, partners, and internal team members to achieve Pie's financial goals. I have been trying to figure out what this means for a good 2 minutes. Just staring at the words. The many, many words. > Data literacy is the ability to read, work with, analyze, and argue with data. This is in the requirements section, apropos of nothing, and made me laugh right out loud. > Demonstrated experience working on projects involving redesigning how a company is structured, updating the technology everyone uses, or changing the way work gets done to be more efficient. Is comfortable making sure the organization is set up in the best way to meet its goals. HOW IS THIS A CS ROLE (Miles: And now we're also the CIO?) > Overall organization support using planning skills, problem solving skills, communication skills and demonstrating adaptability while maintaining a results-focused approach to deliverables. I'm curious how they expect the person in this role to have a "results-driven approach" when they seem to have all the deliverables. > Comfortable working in an agile-based workflow - working in a fast paced and flexible way of producing work and results. The need for collaboration, and continuous improvement, and supporting of the iterative process is essential here. I really need to know who wrote this JD and then who approved it. > Demonstrated listening, and influence skills to build a culture of encouragement, and empowerment that cascades through the organization and other leaders. — Oooooooooof. Now they're also HR. I mean, the comp is $140,000-$180,000, but that doesn't seem nearly enough for a role that's running CS, Ops, IT, HR, and maybe also the rest of the company? #### [Manager, Customer Service (Canada)](https://www.jobs.supporthuman.cx/manager-customer-service-canada/?ref=supporthuman.cx) Quince · $115k-$130k CAD · Onsite, CAN-Toronto, ON So I rated [Quince's Director, Support Operations](https://www.jobs.supporthuman.cx/director-support-operations/?ref=supporthuman.cx) role back in *July 2024*, and there is still - STILL - no Careers page to speak of. Absolutely wild. > We are a destination for builders, innovators, and operators to come together and challenge the status quo. What status quo? The status quo of fast fashion and $180 sheets? Really? > Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury Oh my god, can we not. You are convincing people to buy things. THAT IS CAPITALISM THAT IS JUST CAPITALISM OH MY GOD CAN WE JUST FUCKING NOT > and provides high quality products at radically low prices An infant cashmere cardigan at the low, low price of <*checks notes>* $50\. Mmhmm. (It's okay, y'all! Because the normal retail price is $178!) > That mission demands a world-class team committed to excellence. Does it. Does it really. > If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince. Oh, too bad, I'll take my sloth-like, stagnated ass elsewhere then, I guess. > We are seeking a natural leader No, you're not. You're really not. No one who knows anything about leadership is. > Lead, manage, and develop a team of CA-based Retention Specialists Not customer service specialists! Gotta keep those plebes buying, folks! > Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values I legit forgot they had values. Silly me. > Excellent written and verbal communication skills, with a keen attention to tone and clarity Watch your tone while you democratize luxury!!! > Comfortable working in a fast-paced, evolving startup environment Whatever. You know what I'd say here if I weren't so goddamned tired. You know, from all the fucking capitalism. Look, real talk: the job itself sounds fine. But I'd rate it a lot higher if the company seemed at all capable of looking at itself and its business honestly: as just another discount brand trying to get people to buy more things. And, given their business model, probably people who can't really afford to buy more things. (If they wanted to (or could) sell to luxury buyers, they would.) Your mileage may vary on this one for sure, but I'm putting it in BINGO. **Note:** They don't say whether this role is on-site or remote, so I'm assuming it's on-site. #### [Social Media and Community Lead](https://www.jobs.supporthuman.cx/social-media-and-community-lead/?ref=supporthuman.cx) Krea · "Competitive," not given · Remote, US **Steph's Notes 09Feb26:** Fun and interesting thing: Six months ago, before I broke myself, I rated this job. It was called Marketing - Lead Community Manager then. Now it's called Social Media and Community Lead and the job description has been retooled, I can only assume because the original JD was not great. The new JD is much shorter, but it has many of the same problems as the original. It should still be a more senior title, it still doesn't list any actual benefits, and there's still no salary transparency. In BINGO it remains! **Steph's Notes 09Aug25:** There's a legal page and a pricing page, but no Careers page to speak of (just a list of jobs in Ashby). > Our mission is to build tools that empower human creativity, not replace it. That is suspiciously reasonable for an AI company. We believe AI is a new medium that allows us to express ourselves through various formats—text, images, video, sound, and even 3D. We're building better, smarter, and more controllable tools to harness this medium. This doesn't really say anything, but it's also not wildly harmful like a lot of AI missions. So...there's that, I guess? > If you're passionate about pushing the boundaries of AI and empowering human creativity, we'd love to hear from you. Ah, that's more familiar. Is there an AI company out there that doesn't claim to be "pushing the boundaries of AI?" This always reads as "pushing the boundaries of what's an acceptable use of AI" to me. > As Lead Community Manager, you’ll manage all aspects of Krea’s growing artist community through platforms like Discord, and by running events in-person across our artist hubs, such as San Francisco, NYC, and Los Angeles. Lordy. This should be *at least* a Head of Community, then. > Our culture: We work full-time and in-person at our waterfront office in San Francisco. We believe in investing heavily in early potential: attaching side-projects is heavily encouraged. We believe that demonstrated interest in the creative space is key: our team includes musicians, designers, visual artists and more. It is both hilarious and sad that they think this is describing their culture and not, like, conditions of employment. More sad than hilarious, really. The "What You'll Do" section is a little weird in that it doesn't really match up with the job summary from the intro. The job summary sounds more senior, while the "What You'll Do" section just feels junior and incomplete. > Example experience and tacit skills we're looking for That's not what tacit means, friends. > Proven experience in managing social media platforms and creating engaging content. Proven experience in managing social media and in-person events, especially in the creative communities. Experience in event planning and execution. Do we think AI wrote this or did the hiring manager just tap out halfway through the job description? > Example Ideal Candidate - A Discord or Reddit community moderator for technologies like Pika or Midjourney, that organizes or attends in-person AI meet-ups with proven contributions. What, pray tell, is an in-person AI meet-up? I'm dying to know. > Work alongside a world class developing the future of AI tooling Work alongside a world-class...\*something\*! (Who nonetheless can't be bothered to proofread the JD their low-rent AI generated for them.) The "What We Offer" section is just dumb. You will not be shocked to hear that the last bullet point claims competitive compensation with no actual number. This job listing is deeply, hilariously unimpressive and therefore earns this BINGO. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Customer Service Team Lead](https://www.jobs.supporthuman.cx/customer-service-team-lead/?ref=supporthuman.cx) Promenade · $49k-$52k · Remote, US This has been bookmarked since before I broke myself, so I'm going to out on a limb and say it's a ghost job or the turnover is awful. Also, they do not actually say where they hire, so I'm just assuming the USA. On the Careers page: *At Promenade, individuals come together and commit to the values that drive innovation, change, and success for small businesses. Here, you’ll do much more than join us; you’ll add to us.* — As a intro statement, it doesn't suck. Their Careers page brags about being a great place to work, so you know what's next: to Glassdoor! Oops! "A descent place to work" (3 stars, hilarious typo not mine) "Its ok if youre getting into sdr" (3 stars) "Chasing Revenue at the Expense of Clients" (2 stars) "Toxic Culture and Micromanagement" (1 star) > Our vision is to create economic opportunity for every professional in the world, and that starts with our own employees. I have a bad feeling about this. Okay, in the job description! Totally not bracing myself. Totally. > As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. Is it just me, or is that thing about adhering to industry best practice just a weird thing to say? > This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. Okay… > We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations. Ahh, there it is. In the 'What's in it for you' section: "Great Medical/Dental/Vision coverage" – Friends. Countrymen. 'Great' is not a metric. If it was great, they'd tell us what the coverage actually is. > Fully stocked snack bar & weekly catered lunches. The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.) I love that they detail what swag you get and not the benefits. > Work in a fast-paced, fun environment with an eclectic group of people from all over the world A fun environment in which you have to remain calm and positive in all situations? Sure, that checks out. > Friendly, optimistic, and have a caring demeanor. Adept at working well under pressure and with tight deadlines Okay, so this place is the 9th circle of hell, right? (The 8th circle being LinkedIn, of course). > $23 - $25 an hour omg wut Wait wait it's not EVEN $25hr! (in tiny print): *$23/hr with $10k annual bonus, paid quarterly* — That is, at most, $58,840\. To work in a horror movie. > Have you ever managed a book of business? And why is this a question on an application for a Customer Service Team Lead??? Y'all want to guess how many entries it hit in BJB? > Why join Promenade? If you want a front-row seat in seeing a company disrupt a massive industry Unless I'm a founder, I don't want a front-row seat. I prefer not to be a crash test dummy, thank you very much. (It was 15.) ![Screenshot of a tumblr post - kalimaxxing sais ""nobody is making you do this" i am driven by unnatural forces you will never even begin to comprehend" to which lerayon replied "capitalism"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_2697.jpeg) ### Changelog 02.03.26 URL: https://supporthuman.cx/p/changelog-02-03-26/ Last updated: 2026-09-10T20:43:08.000Z Oh hey! How ya doing? It hasn't *quite* been a year since the last Changelog, but it has been a rough break for me (in more ways than one!), which I'll write about in the [Support Human newsletter](https://supporthuman.cx/archive) soon. Let's just say the skeleton GIF crowning this issue is very appropriate. A shorter update for you, but I was so excited to be back to updating the site that I wanted to send it out as soon as possible. Today's issue brings you **15 new resources** in blogs, learning, newsletters, and podcasts, and **2 removed resources** from blogs and learning. It's been a while, so I know I've missed some new stuff. Is there a resource you'd like to see added to the site? Check out our [FAQs on adding resources](https://supporthuman.cx/faqs/#:~:text=Can%20I%20suggest%20CX%20resources%20to%20be%20add%20to%20the%20site%3F) and [suggest it here](https://supporthuman.cx/suggest-a-resource/)! ## Blogs (4) - [SunshineCX Blog](https://supporthuman.cx/sunshinecx-blog/) - [The KODIF Blog](https://supporthuman.cx/the-kodif-blog/) - [CX Collective Blog](https://supporthuman.cx/cx-collective-blog/) - [The Breakdown](https://supporthuman.cx/the-breakdown/) ## Learning (1) - [KODIF BPO AI Certification](https://supporthuman.cx/bpo-ai-certification/) ## Newsletters (3) - [Inside CX](https://supporthuman.cx/inside-cx/) - [Unf\*cking Your CX Newsletter](https://supporthuman.cx/unf-cking-your-cx-newsletter/) - [Daily List](https://supporthuman.cx/daily-list/) ## Podcasts (7) - [Happy to Help](https://supporthuman.cx/happy-to-help/) - [The CX Files](https://supporthuman.cx/the-cx-files/) - [One CX Podcast](https://supporthuman.cx/one-cx-podcast/) - [My Favourite CX](https://supporthuman.cx/my-favourite-cx/) - [Marginal Support](https://supporthuman.cx/marginal-support/) - [Unf\*cking Your CX Podcast](https://supporthuman.cx/unf-cking-your-cx-podcast/) - [Tech People](https://supporthuman.cx/tech-people/) ## Removed Resources (-2) To keep this site useful, I'll occasionally need to remove resources that have been taken down or are no longer meaningfully maintained in a way that affects their reliability. When I do, I try to let you know which ones were removed and why. If you notice a resource that needs to be removed, please let me know! You can use the [Suggest a Resource](https://supporthuman.cx/suggest-a-resource/) form or email me at **steph@supporthuman.cx**. ### The Klaus Blog & Setting Up The Purrfect Customer Service QA Program (Learning) A fantastic blog in its time, Klaus served as a resource for all things QA in CX (I wrote a few pieces for Klaus back in the day, and they were some of my favorites). Alas, [Klaus was acquired by Zendesk](https://supporthuman.cx/p/14jan24-roundup-dogs-cats-living-together#:~:text=Supportlandia%20%28and%20Beyond%29-,Dogs%20and%20Cats%2C%20Living%20Together,-3) and [has been fully absorbed into its product line](https://supporthuman.cx/p/2-round-2-cant-real#:~:text=Klaus%20Finds%20its%20Furever%20Home%2C%20Notion%20Scuttles%20Skiff), and the blog (and any associated training) is no more. Purr one out for a real one. **Note:** I've left [Quality Conversations with Klaus](https://supporthuman.cx/quality-conversations-with-klaus/) (their now-defunct podcast) up because it can still be found on podcast services and it's got some quality (bah-dum-tiss) content worth keeping archived. ☕ ****All of Support Human's content is free forever for individuals. You can** [****power this content with a coffee**](https://www.buymeacoffee.com/smlundberg?ref=supporthuman.cx)****, by subscribing, and by sharing to your networks! Any support is welcome and hugely appreciated!** ### It's happening! Everyone stay calm URL: https://supporthuman.cx/p/its-happening-everyone-stay-calm/ Last updated: 2026-10-02T19:02:55.000Z ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/it_s_happening.gif) ## Oh my god, it’s happening We’re back, baby! I’ll go into what spurred this latest break later (spoiler: that’s both a hint and a pun), but for now, let me say I’ve missed you all and doing the *Support Human Roundup* specifically. Thank you as always for hanging in there while I was away, and for sticking with me now. I’ve decided to declare content (and to a lesser extent, upcoming events) bankruptcy for this first issue back, so I’m only including stuff I’ve had bookmarked or seen in the last week. Rest assured, I’ll be back to offering all the recs next week! Quick housekeeping: When I decided to bring back the *Roundup*, I also decided to make it its own thing. So, going forward, there will be three editions of the *Support Human* newsletter: ***Bad Job Bingo*** (which will go out on Mondays), ***Features*** (which has no set schedule, but when they do go out, they’ll go out on Wednesdays), and this ***Roundup*** (which will go out on Fridays). With these changes, I will no longer be sending out the *Brief*, as its readership was low and there just doesn’t seem to be a need for it anymore. Everyone who is subscribed to the newsletter is subscribed to all three editions by default, but you can change that by logging into your Support Human account, going to **Manage Profile**, and unchecking the box next to anything you don’t want to receive in the **Subscription preferences** section. ## News from Around Supportlandia ### Can you tell me how to get to Salary Transparent Street? [Hannah Williams](https://www.linkedin.com/in/hannahawilliams/?ref=supporthuman.cx) (founder of viral series [Salary Transparent Street](https://www.salarytransparentstreet.com/?ref=supporthuman.cx)) [announced a few weeks ago](https://youtu.be/YEwLOpv2t2w?si=s7L4fxJ9d7yEZiSK&ref=supporthuman.cx) that she had sold STS to NowThis Media and [joined their team as Supervising Producer](https://www.linkedin.com/posts/hannahawilliams%5Fim-happy-to-share-that-im-starting-a-new-activity-7418021317209321472-pQaw?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) (and it sounds as though the rest of the team joined NowThis as well). I’ve long considered STS a spiritual sibling to Bad Job Bingo, so I’m thrilled to hear it’s set up to last for the long run. Congrats to the STS team, and I wish you many more years of salary transparency! ### Goodbye yellow-brick road In much sadder news, [Brian Levine](https://www.linkedin.com/in/brian-a-levine/?ref=supporthuman.cx) announced that the team at CX data analysis and reporting app Yetto was [shutting down the app and the company](https://balevine.com/2026/01/29/game-over?ref=supporthuman.cx). Yetto was deeply loved while it lived and will be deeply missed in its passing. RIP Yetto. <3 ### Snoozing the alarm [ElevenLabs](https://supporthuman.cx/t/elevenlabs) announced that [it had raised $500 million in a Series D round at an $11 billion dollar valuation](https://elevenlabs.io/blog/series-d?ref=supporthuman.cx). [They said they are](https://www.linkedin.com/posts/elevenlabsio%5Fwe-raised-500m-at-an-11b-valuation-to-transform-activity-7424814383832150016-3ssS?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) “using the funds to double down on ElevenAgents, which enables enterprises to deploy voice and chat agents with the reliability, integrations, testing, and monitoring required for large-scale customer operations.” Coooooooooooool. [What could possibly go wrong.](https://www.theatlantic.com/technology/archive/2024/05/elevenlabs-ai-voice-cloning-deepfakes/678288/?ref=supporthuman.cx) ### Girl, what were *you* doing at the devil’s sacrament The [Archive of Our Own](https://archiveofourown.org/?ref=supporthuman.cx) (a project of the [Organization for Transformative Works](https://www.transformativeworks.org/?ref=supporthuman.cx)) announced today that it had [surpassed 10 million registered users this month](https://www.transformativeworks.org/ao3-celebrates-10-million-registered-users/?ref=supporthuman.cx) (which, as their release points out, is roughly the population of the entire country of Portugal). AO3 is, of course, one of the largest (if not *the* largest) fanfiction archives in the world. It’s relevant to this newsletter not only because yours truly is an avowed fangirl, but also because it’s a monument to a bygone internet era that’s completely free from [enshittification](https://en.wikipedia.org/wiki/Enshittification?ref=supporthuman.cx): no algorithms, no AI, no marketing, no data-mining, no mobile apps, just a simple platform for finding and reading fanfiction that is entirely funded and managed by fannish volunteers. It also [deals with some of the thorniest moderation dilemmas of our time](https://www.theverge.com/2018/11/8/18072622/fanfic-ao3-free-speech-censorship-fandom?ref=supporthuman.cx), and has evolved [a works-tagging system that outshines anything that has come before it](https://en.wikipedia.org/wiki/Enshittification?ref=supporthuman.cx) in Tech. [Since its very inception](https://www.theverge.com/2022/8/15/23200176/history-of-ao3-archive-of-our-own-fanfiction?ref=supporthuman.cx), AO3 has been [a canary in the coal mine for the state of the internet](https://www.teenvogue.com/story/kids-online-safety-act-lgbtq-youth?ref=supporthuman.cx). Whatever [laws and legal cases](https://www.theverge.com/2022/8/15/23200176/history-of-ao3-archive-of-our-own-fanfiction?ref=supporthuman.cx) and [technology](https://www.theverge.com/ai-artificial-intelligence/688640/fanfiction-ai?ref=supporthuman.cx) that threaten the health and existence of AO3 will invariably threaten future freedoms of and on the World Wide Web. The fact that AO3 has stuck around long enough to accrue over 10 million registered users [is a miracle](https://www.theverge.com/24321569/internet-decay-link-rot-web-archive-deleted-culture?ref=supporthuman.cx) wrestled into being by the enormous effort of impassioned coders, tag wranglers, legal scholars, and support and trust & safety professionals, all of whom volunteered themselves for a community they refused to see become a victim of censorship and capitalism. That’s a miracle that we should all celebrate. Here’s to 10 million more. ## And Now for Some Good News I am ridiculously excited to be bringing back the best part of my week: celebrating CX folks’ careers and accomplishments! - [Matt Hunter](https://www.linkedin.com/in/matthewseanhunter/?ref=supporthuman.cx) joined [Tailscale](https://tailscale.com/?ref=supporthuman.cx) as a Customer Support Engineer. - [Anuja Nimbalkar](https://www.linkedin.com/in/anujanimbalkar/?ref=supporthuman.cx) joined [Cursor](http://cursor.com/?ref=supporthuman.cx) as a Technical Support Analyst. - [Cora Van Leeuwen](https://www.linkedin.com/in/cora-vl/?ref=supporthuman.cx) joined [Attio](https://attio.com/?ref=supporthuman.cx) as a Technical Support Specialist. - [Rob Dwyer](https://www.linkedin.com/in/j-robert-dwyer/?ref=supporthuman.cx) joined [Level AI](https://thelevel.ai/?ref=supporthuman.cx) as a Senior Technical Account Manager. - [Tiara Dees](https://www.linkedin.com/in/tiara-dees/?ref=supporthuman.cx) joined [Stash](https://www.stash.gg/?ref=supporthuman.cx) as Payment Operations Lead. - [Yossi Ben-Ivgi](https://www.linkedin.com/in/yossi-ben-ivgi/?ref=supporthuman.cx) joined [Duve](https://duve.com/?ref=supporthuman.cx) as Customer Success Team Lead. - [Sophie Heller](https://www.linkedin.com/in/sophie-heller/?ref=supporthuman.cx) joined [AirPay](https://airpay.dental/?ref=supporthuman.cx) as Payer Operations Manager. - [Ruslan Salimov](https://www.linkedin.com/in/private-ruslan-salimov/?ref=supporthuman.cx) joined [Mercuryo](https://mercuryo.io/?ref=supporthuman.cx) as Manager, Customer Support. - [Kimberly Reber](https://www.linkedin.com/in/kimberly-reber/?ref=supporthuman.cx) joined [PaymentWorks](http://www.paymentworks.com/?ref=supporthuman.cx) as Director of Support. - [Aaron Woods](https://www.linkedin.com/in/mraaronwoods/?ref=supporthuman.cx) joined [Ona](https://www.ona.com/?ref=supporthuman.cx) as Head of Global Client Experience. - [Pavla Mikula](https://www.linkedin.com/in/pavla/?ref=supporthuman.cx) was promoted to Senior Principal Success Manager at [Slack](https://slack.com/?ref=supporthuman.cx). - [Lyn Caffaro](https://www.linkedin.com/in/lyn-caffaro/?ref=supporthuman.cx) was promoted to Support Team Lead at [Luxe Software](https://www.linkedin.com/company/luxe-software/?ref=supporthuman.cx). - [Jess Coppinger](https://www.linkedin.com/in/jess-coppinger-%F0%9F%90%9D-9a229a106/?ref=supporthuman.cx) was promoted to Head of Customer Support at [beehiiv](https://www.beehiiv.com/?ref=supporthuman.cx). - [John Harte](https://www.linkedin.com/in/thejohnharte/?ref=supporthuman.cx) was promoted to Vice President of Global Technical Support at [Contentful](https://www.contentful.com/?ref=supporthuman.cx). - [Sam O’Daniel](https://www.linkedin.com/in/samodaniel/?ref=supporthuman.cx) earned a [Certified Information Systems Security Professional](https://www.isc2.org/certifications/cissp?ref=supporthuman.cx) certification from [ISC2](https://www.isc2.org/?ref=supporthuman.cx). - [Sohail Wazir](https://www.linkedin.com/in/sohail-wazir-69098b175/?ref=supporthuman.cx) earned a certificate in [*Enhancing Financial Inclusion with a Risk-Based Approach*](https://www.acams.org/en/training/certificates/enhancing-financial-inclusion?ref=supporthuman.cx)from the [Association of Certified Anti-Money Laundering Specialists](https://www.acams.org/en?ref=supporthuman.cx). Congrats to everyone, and kudos to their companies for recognizing and rewarding their talent. ### Books-a-million (eventually) Happy book birthday to [Ines van Dijk](https://www.linkedin.com/in/inesvdijk/?ref=supporthuman.cx), whose book [*The Customer Support QA Playbook: Quantifying Quality Made Simple*](https://www.amazon.com/dp/B0GJ3RXYN5?ref=supporthuman.cx)waspublished January 21, 2026! There is a dearth of quality[1](#note-1) books written by CX folks for CX folks about Support disciplines, so I’m psyched to see Ines step up to the plate to help our profession grow, especially for such an important practice as quality assurance. [Alice Hunsberger](https://www.linkedin.com/in/alicehunsberger/?ref=supporthuman.cx) [shared the publication of the book](https://www.linkedin.com/posts/alicehunsberger%5Fif-you-squint-reaaaaaal-hard-you-can-see-activity-7415507757124288512-x-%5F0?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx) *Introduction to Generative AI, Second Edition: Reliable, Responsible, and Real-World Applications*, for which she wrote the foreword. Well done to authors [Maggie Engler](https://www.linkedin.com/in/maggie-engler/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fdetail%5Fbase%3Bt4WUmhBOT3mzx7YTCG4S9Q%3D%3D&ref=supporthuman.cx) and [Numa Dhamani](https://www.linkedin.com/in/numadhamani/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fdetail%5Fbase%3Bt4WUmhBOT3mzx7YTCG4S9Q%3D%3D&ref=supporthuman.cx) and to you as well, Alice! (It looks like [the book is currently on sale for 40% off](https://www.manning.com/books/introduction-to-generative-ai-second-edition?hss%5Fchannel=lcp-1017678&ref=supporthuman.cx), if you want to pick it up!) ## Read and Listen ### Read [Sarah Betts](https://www.linkedin.com/in/sarah-betts-dunn/?ref=supporthuman.cx) wrote about [the role of systems thinkers in teams and how they’re just one part of a healthy organization](https://www.linkedin.com/feed/update/urn:li:activity:7407423173740228608?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7407423173740228608%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx). [Chrissy Sebald](https://www.linkedin.com/in/chrissysebald/?ref=supporthuman.cx) broke down [why it’s important to be clear when you say you want to do QA](https://www.linkedin.com/feed/update/urn:li:activity:7424878355230904322?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7424878355230904322%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx). [Amir Satvat](https://www.linkedin.com/in/amirsatvat/?ref=supporthuman.cx) gives excellent advice to those with shiny new job offers: [don’t lose your nerve when it comes to negotiating](https://www.linkedin.com/feed/update/urn:li:activity:7424880910686318592?updateEntityUrn=urn%3Ali%3Afs%5FupdateV2%3A%28urn%3Ali%3Aactivity%3A7424880910686318592%2CFEED%5FDETAIL%2CEMPTY%2CDEFAULT%2Cfalse%29&ref=supporthuman.cx). SignalFire [released a report](https://www.signalfire.com/blog/unicorn-founder-origins-data-report?ref=supporthuman.cx) that “[challenges multiple assumptions about where unicorn founders come from](https://www.linkedin.com/posts/activity-7424926092970360832-6l2s?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx),” including that “global talent and immigrants play an outsized role in the U.S. unicorn ecosystem” and “product leaders and technical operators quietly dominate outcomes.” Gee, go figure. [Dragostina Marinova](https://www.linkedin.com/in/dragostinam/?ref=supporthuman.cx) [wonders why those Durex pills are so chewy](https://www.linkedin.com/posts/dragostinam%5Fhave-any-of-you-tried-these-durex-pills-activity-7425221680811204609-65E0?rcm=ACoAAATVsYsB0sd4GoUi56atJMuumQkabuXh1aA&ref=supporthuman.cx), and hey, also points out why it’s really quite important that you stock products in their correct categories. Terry Godier wrote a fascinating piece on [podcasts and phantom fluency](https://www.terrygodier.com/phantom-fluency?ref=supporthuman.cx), and I can’t decide whether I agree (I really, really love podcasts). H/T to [Daniel Knauss](https://www.linkedin.com/in/danknauss/?ref=supporthuman.cx) for getting my eyes on this one. [Anil Dash](https://www.linkedin.com/in/anildash/?ref=supporthuman.cx) wrote about [Wikipedia at 25](https://www.anildash.com/2026/01/15/wikipedia-at-25/?ref=supporthuman.cx) and clearly feels about it the way I feel about AO3. ### Listen [Kate Mueller](https://www.linkedin.com/in/sassafras-kate/?ref=supporthuman.cx) of [*The Not Boring Tech Writer*](https://thenotboringtechwriter.com/?ref=supporthuman.cx) podcast interviewed [Kelton Noyes](https://www.linkedin.com/in/kelton-noyes-4280b172/?ref=supporthuman.cx) about [how he made the leap from Support to full-time documentation](https://thenotboringtechwriter.com/episodes/advocating-for-docs-and-choosing-tools-with-kelton-noyes?ref=supporthuman.cx). ## Upcoming Events FEB 9 6:15pm CST Navigating CS Talent in the AI Age Hosted by [Women of Customer Success](https://www.womenofcustomersuccess.com/?ref=supporthuman.cx) at Hotel Chocolat, Chicago, IL. Featuring [Danielle Gupta](https://www.linkedin.com/in/danielle-gupta-4a532265/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fdetail%5Fbase%3B5Z4SfaCxRuGJnqab8k%2Fiyg%3D%3D&ref=supporthuman.cx), [Maya Emme](https://www.linkedin.com/in/maya-emme-cle-96276610/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fdetail%5Fbase%3B5Z4SfaCxRuGJnqab8k%2Fiyg%3D%3D&ref=supporthuman.cx), [Kim Malone Caruso](https://www.linkedin.com/in/carusokimberly/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fdetail%5Fbase%3B5Z4SfaCxRuGJnqab8k%2Fiyg%3D%3D&ref=supporthuman.cx), [Lynn Pietryga](https://www.linkedin.com/in/lynnp/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fdetail%5Fbase%3B5Z4SfaCxRuGJnqab8k%2Fiyg%3D%3D&ref=supporthuman.cx) and Tayo Alabi. [Tickets →](https://luma.com/xq0q9xbv?ref=supporthuman.cx) FEB 18 11am PDT Masterclass: Cracking the Code of Self-Service Webinar hosted by ElevateCX, featuring [Alison Groves](https://www.linkedin.com/in/alisongroves/?lipi=urn%3Ali%3Apage%3Aorganization%5Fadmin%5Fadmin%5Fpage%5Fposts%5Fpublished%3B622dfebf-52c6-4b25-9fa3-dd2e0fed2a87&ref=supporthuman.cx), [Ben Foden](https://www.linkedin.com/in/benfoden/?lipi=urn%3Ali%3Apage%3Aorganization%5Fadmin%5Fadmin%5Fpage%5Fposts%5Fpublished%3B622dfebf-52c6-4b25-9fa3-dd2e0fed2a87&ref=supporthuman.cx), and [Sarah Hatter](https://www.linkedin.com/in/sarahhatter/?ref=supporthuman.cx). [Register →](https://zoom.us/webinar/register/WN%5FS6Sqh9DPRhC2jkfLg2KNuA?ref=supporthuman.cx) FEB 25–25 the Old Mill Toronto Hotel, Toronto, ON Contact Centre Strategies Summit [Tickets →](https://www.contactcentresummit.ca/?ref=supporthuman.cx) MAR 13 8:30am EDT Community Led Growth MicroConf Conference hosted by [Tightknit](https://tightknit.ai/?ref=supporthuman.cx) in NYC, NY. [Tickets →](https://luma.com/clg?ref=supporthuman.cx) MAR 25 1:30pm EDT Success Amplified: At The Top Executive forum hosted by [Women of Customer Success](https://www.womenofcustomersuccess.com/?ref=supporthuman.cx) in NYC, NY. Keynote by [Cassie Young](https://www.linkedin.com/in/cassyoung/?ref=supporthuman.cx). [Tickets →](https://luma.com/zn084o5v?ref=supporthuman.cx) MAY 12–13 the Hilton Toronto Airport Hotel & Suites, Toronto, ON Customer Experience Strategies Summit [Tickets →](https://www.customerexperiencecanada.com/?ref=supporthuman.cx) JUL 20–22 San Francisco, CA TrustCon 2026 [Call for proposals open now →](https://www.trustcon.net/event/e84021f0-8799-4d09-bff2-2cd33b14fe22/call-for-proposals?ref=supporthuman.cx) 1. Yes, I will continue making this pun until I die. ### Daily List URL: https://supporthuman.cx/resources/daily-list/ Last updated: 2026-09-10T19:25:34.000Z **Subscription: Free** **Website:** [**Daily List**](https://www.customersuccess.cx/daily?ref=supporthuman.cx) *Get a short, clear tip each weekday to help you scale, automate, and lead a calmer support team.* If your support team runs on Intercom, you already have the tools to make things better. The problem? You’re too buried in conversations, workflows, and fire-fighting to actually use them. ### **What You’ll Get** - A short email each weekday (2 mins to read) - No hype. Just practical advice that works inside Intercom - Insights from real projects with SaaS teams using Intercom at scale - Cut through the noise of 75 page PDFs and daily product updates with filtered steps to take *now* *Built for support leaders running Intercom. Zero fluff, zero spam. Unsubscribe anytime.* Hi, I’m Conor Pendergrast. I am a customer support specialist with over 15 years of experience. I help customer support leaders stabilise and grow their careers, and build quality customer support on Intercom. ### **Why should you join my weekdaily email list?** ✅ **Optimise your Intercom setup** - Learn how others are using Fin, workflows, tasks, and self-service content to scale without burning out. ✅ **Lead a smarter team** - Improve team performance with practical tips on delegation, prioritisation, and proactive support. ✅ **Free your time** - Apply automation, AI, and smart routing to get out of the inbox and into strategic work. ### You’ll love this if you: - Lead support at a B2B SaaS company - Use Intercom for customer support - Want to manage customer conversation volume and lead more proactively - Are curious (but cautious) about AI, Fin and automation ### Tech People URL: https://supporthuman.cx/resources/tech-people/ Last updated: 2026-08-07T22:07:53.000Z At the heart of any success story are the People who made it happen. Diversity, creativity, and innovation, when nurtured in people, can lead to an unbeatable formula. This series of interviews share the experiences of some truly inspirational leaders on their journey to customer success. [**Website**](https://opstalent.com/podcasts?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/tech-people/id1512316541?uo=4&ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6X4SLIHTzG15xml6x7WObp?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1512316541/tech-people?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/wdasebfw?ref=supporthuman.cx) **|** [**YouTube**](https://youtube.com/hUCWzK5e-kTMlk9JXH%5FgZV4MQ?view%5Fas=subscriber&ref=supporthuman.cx) **|** [**RSS**](https://anchor.fm/s/19f29338/podcast/rss?ref=supporthuman.cx) ### Unf*cking Your CX Podcast URL: https://supporthuman.cx/resources/unf-cking-your-cx-podcast/ Last updated: 2026-08-07T22:07:54.000Z Welcome to Unf\*cking Your CX, the podcast that’s calling out the biggest problems in customer experience—and giving you the no-BS strategies to fix them. I’m Zack Hamilton, and I’ve spent years watching CX get sidelined by weak metrics, half-baked strategies, and corporate lip service. This channel exists to change that. 🎙 What You’ll Get Here: ✅ 15-minute fire-packed episodes—no fluff, no wasted time ✅ Brutally honest CX breakdowns—what’s broken, why it’s broken, and how to fix it ✅ Guest experts who bring the heat—no PR-safe answers, just real talk ✅ Actionable strategies—3 player tips in every episode to actually drive change If you’re sick of CX being treated like a cost center instead of a business driver, you’re in the right place. 🔥 New episodes dropping weekly. Subscribe now, and let’s start making CX what it was meant to be—a powerhouse for real business impact. [**Website**](https://www.unfuckingyourcx.com/podcast?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/unf-cking-your-cx/id1800795811?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7bjMiZylt6feszXXDKpvyy?si=64b363745b6849d9&ref=supporthuman.cx) ### Marginal Support URL: https://supporthuman.cx/resources/marginal-support/ Last updated: 2026-08-07T22:07:58.000Z Support isn't just a job, it's a mindset. [**YouTube**](https://www.youtube.com/@MarginalSupport?ref=supporthuman.cx) ### CX Collective Blog URL: https://supporthuman.cx/resources/cx-collective-blog/ Last updated: 2026-09-10T20:17:18.000Z **Website:** [CX Collective Blog](https://www.cxcollective.com/blog?ref=supporthuman.cx) **Publisher:** Individual (CX Consultantcy) **Subscription:** Free --- CX Collective was built by an operator, not a theorist. We’ve led the teams, fixed the mess, and scaled support functions under real pressure. That’s why we don’t offer cookie-cutter frameworks—we build CX systems that are clear, strategic, and built to grow with you. ### BPO AI Certification URL: https://supporthuman.cx/resources/bpo-ai-certification/ Last updated: 2026-08-07T22:08:00.000Z **Website:** [BPO AI Certification](https://kodif.ai/partnerships/?ref=supporthuman.cx#:~:text=BPO%20AI%20Certification) (KODIF) **Type:** Vendor-Branded Course, Certification **Location:** Online **Price:** Unknown (Application approval required before course access) --- Master the tools that elevate teams, streamline support, and make CX feel effortless. Walk away with the skills to lead smarter, faster, and more human support. ### The KODIF Blog URL: https://supporthuman.cx/resources/the-kodif-blog/ Last updated: 2026-09-10T20:16:49.000Z **Website:** [The KODIF Blog](https://kodif.ai/blog/?ref=supporthuman.cx) **Publisher:** Business **Subscription:** Free --- Stay ahead of the curve with insights on AI, automation, and customer experience innovation. ### My Favourite CX URL: https://supporthuman.cx/resources/my-favourite-cx/ Last updated: 2026-08-07T22:08:03.000Z Sharing some positivity from the world of Customer Experience, tune in to hear tales of wonderful experiences from a wide ranges of voices interviewed by [Chris Holt.](https://www.holtcx.co.uk/about?ref=supporthuman.cx) [**Website**](https://rss.com/podcasts/my-favourite-cx/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/my-favourite-cx/id1789511193?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/42Cpbh4rY9VR78v8ezApel?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1789511193?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1789511193?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1789511193?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/f6e0cce5-103b-435d-82e9-e0bc295b39af?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLp9fRQqgpjQDU-eIYIhi9C0PLpthvNZsx&ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1789511193?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/feed/https://media.rss.com/my-favourite-cx/feed.xml?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/7158137?ref=supporthuman.cx) **|** [**Podcast Guru**](https://app.podcastguru.io/podcast/1789511193?ref=supporthuman.cx) **|** [**Podverse**](https://api.podverse.fm/api/v1/podcast/podcastindex/7158137?ref=supporthuman.cx) **|** [**TrueFans**](https://truefans.fm/279dbca7-f316-5a08-91aa-6c365f4381c5?ref=supporthuman.cx) **|** [**Castamatic**](https://castamatic.com/itunes/1789511193?ref=supporthuman.cx) **|** [**Curiocaster**](https://curiocaster.com/podcast/pi7158137?ref=supporthuman.cx) **|** [**Fountain**](https://fountain.fm/show/7158137?ref=supporthuman.cx) **|** [**RSS**](https://media.rss.com/my-favourite-cx/feed.xml?ref=supporthuman.cx) ### SunshineCX Blog URL: https://supporthuman.cx/resources/sunshinecx-blog/ Last updated: 2026-09-10T20:16:19.000Z **Website:** [SunshineCX Blog](https://www.sunshinecx.com/wgoh?ref=supporthuman.cx) **Publisher:** Individual (CX Consultantcy) **Subscription:** Free --- CX strategies and support systems that scale with you—bright, bold, and human. ### Inside CX URL: https://supporthuman.cx/resources/inside-cx/ Last updated: 2026-09-10T19:21:03.000Z **Subscription: Free** **Website:** [**Inside CX**](https://www.linkedin.com/newsletters/7421870666184011776/?displayConfirmation=true&ref=supporthuman.cx) **by** [**Knoccs**](https://www.knoccs.com/?ref=supporthuman.cx) The newsletter written BY customer experience professionals, FOR customer experience professionals. ### One CX Podcast URL: https://supporthuman.cx/resources/one-cx-podcast/ Last updated: 2026-08-07T22:08:07.000Z Interviews with B2B SaaS founders and CX leaders sharing real-world tactics to craft better experiences, stronger relationships, and faster growth. [**Website**](https://www.knoccs.com/onecx?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/@Knoccstream?ref=supporthuman.cx) ### The CX Files URL: https://supporthuman.cx/resources/the-cx-files/ Last updated: 2026-08-07T22:08:09.000Z We investigate the world of customer experience with industry leaders who've seen it, done it, and overcome it. Listen to learn (surprising) secrets about advancing the craft of CX. [**Website**](https://en.helpfeel.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-cx-files/id1783745096?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/episode/0MYC4xfLp2ihVCRMiRbTbl?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/watch?v=4XYb1ZrGhGQ&ref=supporthuman.cx) ### Happy to Help URL: https://supporthuman.cx/resources/happy-to-help/ Last updated: 2026-08-07T22:08:10.000Z If you work in customer support, if you lead a support team, or if you are looking to better the customer experience for your company, then this podcast is for you! Happy to Help is a podcast about all things customer support brought to you by the people at Buzzsprout. Join us, on the second Tuesday of every month as Buzzsprout's Head of Podcaster Success, Priscilla Brooke dives into the world of customer support to make remarkable support the standard, not the exception! [**Website**](https://happytohelp.buzzsprout.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/happy-to-help-%7C-a-customer-support-podcast/id1737479387?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3R74eAO64AcMah1dE8Zq3S?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1737479387?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/zf1cn5ij?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1737479387?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/74fd7033-c318-44a5-a340-a72afa7985f0?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-3565799?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1737479387?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1737479387?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/1000815941?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/3b7584bda1824d18bdc24c41fbf83a38/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/happy-to-help-a-customer-support-podcast/5033754?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/happy-to-help-a-customer-suppo-5663143?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/6847215?ref=supporthuman.cx) **|** [**TrueFans**](https://truefans.fm/7f070883-c06a-5a63-94bd-a12f168f0576?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/2208836.rss?ref=supporthuman.cx) ### AI Regulation & Legislation: The Complete Guide URL: https://supporthuman.cx/portfolio/ai-regulation-and-legislation-the-complete-guide/ Last updated: 2026-08-11T19:39:49.000Z Contact centers have always been at the forefront of technological advancements. They were among the first to develop interactive voice response (IVR) systems in the 1980s, answering basic questions for callers and routing customers to the right agent or department. As the internet became a dominant channel for customer service in the late 1990s and early 2000s, contact centers were early adopters of the first chatbots, which were harbingers of advancements to come. In 2022, OpenAI introduced ChatGPT and showed the world what large-language models and generative AI could do. Once again, contact centers were center-stage, showing their ingenuity by identifying ways to harness AI for the benefit of their agents and customers. As AI becomes more embedded in customer support models, ethical and legal implications are shaping the regulatory world. ### Changelog 04.07.25 URL: https://supporthuman.cx/p/changelog-04-07-25/ Last updated: 2026-09-10T20:42:03.000Z Oh, hi! It's been over a year since I last sent the changelog. Oops. In my defense, I did say that I wouldn't spam you. Look at me keeping my word! Today's issue brings you **51 new resources** in blogs, communities, job boards, learning, newsletters, and podcasts. All of these were added last year, and I'm gearing up to start updating the site again. If you create or manage a resource that falls into any of the categories on the site, [please send them to me](https://supporthuman.cx/suggest-a-resource/) so I can make sure Support Human Resources is a robust tool for CX folks. If you're not sure what qualifies, [here are my FAQs](https://supporthuman.cx/faqs/) (but chances are it will). ### Blogs (13) - [Customers, Etc.](https://supporthuman.cx/customers-etc/) - [The Customer Support Chronicles](https://supporthuman.cx/the-customer-support-chronicles/) - [Craig Stoss in CX](https://supporthuman.cx/craig-stoss-in-cx/) - [House of CX](https://supporthuman.cx/house-of-cx/) - [The Owlery](https://supporthuman.cx/the-owlery/) - [Yetto Blog](https://supporthuman.cx/yetto-blog/) - [The Help Scout Blog](https://supporthuman.cx/the-help-scout-blog/) - [The LaunchBrightly Blog](https://supporthuman.cx/the-launchbrightly-blog/) - [Customer Experience Insights by Idiomatic](https://supporthuman.cx/customer-experience-insights-by-idiomatic/) - [Support Leadership and Other Random Thoughts](https://resources.supporthuman.cx/support-leadership-and-other-random-thoughts/?ref=supporthuman.cx) - [The Customer Service Quality Blog](https://supporthuman.cx/the-customer-service-quality-blog/) - [Gain Grow Retain Blog](https://supporthuman.cx/gain-grow-retain-blog/) - [The Customer Success Project Blog](https://supporthuman.cx/the-customer-success-project/) ### Communities (4) - [CustomerX Pros](https://supporthuman.cx/customerx-pros/) - [CELab Community](https://supporthuman.cx/celab-community/) - [The Community Roundtable Network](https://supporthuman.cx/the-community-roundtable-network/) - [Gain Grow Retain Community](https://supporthuman.cx/gain-grow-retain-community/) ### Job Boards (6) - [Skilljar Customer Education & Training Job Board](https://supporthuman.cx/skilljar-customer-education-training-job-board/) - [The Community Roundtable Job Board](https://supporthuman.cx/the-community-roundtable-job-board/) - [Gain Grow Retain Job Board](https://supporthuman.cx/gain-grow-retain-job-board/) - [Remote Rocketship](https://supporthuman.cx/people-first-jobs/) - [People-First Jobs](https://supporthuman.cx/people-first-jobs/) - [Remotive](https://supporthuman.cx/remotive/) ### Learning (16) - [Voice of the Customer Bootcamp](https://supporthuman.cx/voice-of-the-customer-nano-bootcamp/) - [Community 101 | Community Frameworks and Models](https://supporthuman.cx/community-101-community-frameworks-and-models/) - [Community Fundamentals](https://supporthuman.cx/community-fundamentals/) - [Community Program Essentials](https://supporthuman.cx/community-program-essentials/) - [Social Executive Shorts](https://supporthuman.cx/social-executive-shorts/) - [Quick Learn: Mastering Moderation](https://supporthuman.cx/quick-learn-mastering-moderation/) - [Quick Learn: Building a Roadmap](https://supporthuman.cx/quick-learn-building-a-roadmap/) - [Quick Learn: Community Skills Framework](https://supporthuman.cx/quick-learn-community-skills-framework/) - [Quick Learn: Cultivating Community Leadership](https://supporthuman.cx/quick-learn-cultivating-community-leadership/) - [Quick Learn: Developing a Playbook](https://supporthuman.cx/quick-learn-developing-a-playbook/) - [Quick Learn: Operating Engagement Levers](https://supporthuman.cx/quick-learn-operating-engagement-levers/) - [Quick Learn: Picking your Platform](https://supporthuman.cx/quick-learn-picking-your-platform/) - [Quick Learn: Storytelling with Metrics](https://supporthuman.cx/quick-learn-storytelling-with-metrics/) - [Customer Experience](https://supporthuman.cx/customer-experience/) - [Customer Success 101: The Fundamentals Of Customer Success From Start To Finish](https://supporthuman.cx/customer-success-101-the-fundamentals-of-customer-success-from-start-to-finish/) - [Secure a job in customer success with confidence](https://supporthuman.cx/secure-a-job-in-customer-success-with-confidence/) ### Newsletters (5) - [The Supportive](https://supporthuman.cx/the-supportive/) - [Community Inc.](https://supporthuman.cx/community-inc/) - [Customer Ed Weekly](https://supporthuman.cx/customer-ed-weekly/) - [The CX Coach](https://supporthuman.cx/the-cx-coach/) - [The Strategic CS Labs Newsletter](https://supporthuman.cx/the-strategic-cs-labs-newsletter/) ### Podcasts (7) - [Relatable Content by ElevateCX](https://supporthuman.cx/relatable-content-by-elevatecx/) - [The Supportive Podcast](https://supporthuman.cx/the-supportive-podcast/) - [Epochal Growth](https://supporthuman.cx/epochal-support/) - [Ticket Volume](https://supporthuman.cx/ticket-volume/) - [Community Life](https://supporthuman.cx/community-life/) - [The Customer Success Playbook](https://supporthuman.cx/the-customer-success-playbook/) - [Success League Radio](https://supporthuman.cx/success-league-radio/) ### Customer-Facing Project Manager URL: https://supporthuman.cx/jobs/customer-facing-project-manager/ Last updated: 2026-08-07T22:08:45.000Z ## [Gable](https://www.gable.ai/career?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Their Careers page is a very basic and light on useful information. I will admit, I'm not super clear on what Gable's product is if they need a customer project manager on staff, but the title grabbed me during my search, and it actually sounds like a neat role. The biggest problems are 1) they fall into the "it's a benefit to work here!" trap, and 2) they claim a competitive compensation package without actually sharing what the comp is. The latter, of course, means that this is a **Tread Carefully** job. [Newsletter Issue](https://www.supporthuman.cx/p/06apr25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer-Facing Project Manager](https://apply.workable.com/gable/j/CCF42D7757/?ref=supporthuman.cx) **About Us:** Gable.ai is a Seattle-based startup revolutionizing the data industry. Through our data communication, change management, and collaboration platform, we empower developers to build and manage data assets, bridging the gap between data producers and consumers to upscale data quality. Fresh out of stealth mode and backed by prominent venture partners, our mission is to reshape data management by fostering collaboration and innovation. Join us in transforming the landscape of the data industry! We are seeking a highly organized and dynamic **Customer-Facing Project Manager** to join our team. In this role, you will be the primary point of contact for our enterprise customers, ensuring their needs are met and their projects are delivered successfully. You will collaborate closely with internal teams, including Product Managers, Engineers, and Internal Project Managers, to align customer requirements with Gable’s roadmap and capabilities. If you thrive on building relationships, solving complex problems, and delivering exceptional results, this role is for you. **Responsibilities:** - Customer Engagement: Serve as the primary liaison for enterprise customers, managing communication and fostering strong relationships. - Requirements Gathering: Collaborate with customers to document project requirements, use cases, and success criteria. - Timeline Management: Develop and maintain project schedules, communicating timelines, milestones, and progress clearly. - Roadmap Alignment: Work with Product Managers and Engineers to prioritize customer needs and translate them into roadmap items. - RACI Development: Define roles, responsibilities, and deliverables for each project. - Issue Resolution: Identify and address risks and issues, coordinating with internal and external stakeholders. - Status Reporting: Provide regular project updates to customers and internal teams, highlighting key decisions and progress. - Cross-Functional Collaboration: Ensure alignment between customer-facing initiatives and internal priorities. - Feedback Loop: Collect customer feedback to inform product development and enhance the customer experience. **Requirements** - Experience: 7+ years of experience in project management, with a strong focus on customer-facing roles. Experience working with enterprise customers in the technology or SaaS space is highly desirable. - Technical Knowledge: Familiarity with software development processes or data platforms is essential. Prior experience as a software engineer or product manager is a plus. Knowledge of data is a significant advantage. - Communication Skills: Exceptional verbal and written communication skills, with the ability to convey complex concepts effectively. - Organizational Skills: Proven ability to manage multiple projects simultaneously and deliver results on time. - Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to addressing challenges. - Customer Focus: A passion for understanding customer needs and delivering value. **Benefits** - Be part of a pioneering team that is redefining the data industry. - Work on cutting-edge technology with the opportunity to make a significant impact. - Collaborate with a talented and passionate team of engineers and industry experts. - Enjoy a dynamic, fast-paced, and supportive work environment. - Competitive compensation package and benefits. If you are passionate about the intersection of software engineering and data, and eager to contribute to the future of data management and collaboration, we would love to hear from you. Gable.ai is an equal-opportunity employer and encourages applications from candidates of all backgrounds and experiences. ### Community Lead URL: https://supporthuman.cx/jobs/community-lead-2/ Last updated: 2026-08-07T22:08:46.000Z ## [Moonvalley](https://jobs.ashbyhq.com/moonvalley-ai?ref=supporthuman.cx) | $150,000-$260,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Powered by Marey: The generative video model trained from scratch entirely on fully-licensed data You know, if I have to co-exist with AI nonsense, at least it's licensed nonsense? (Total aside: their [vision for generative video](https://www.moonvalley.com/beyondtheframe/our-vision-for-generative-video?ref=supporthuman.cx) is worth a read.) No real Careers page, just a list of jobs on Ashby. > Through technical workshops, community initiatives, and close collaboration with filmmakers and studios, you'll help shape an AI filmmaking future that pushes creative boundaries while respecting the work and rights of artists everywhere. It's probably a little pathetic how easy it is to get me on your side as an AI company. Oh, you're doing the bare minimum? WOULD YOU LIKE A COOKIE? > Natural mentor and charismatic leader with ability to identify, nurture, and spotlight a diverse range of talent wherever you find it Y'all know what I'm going to say here – real, positive leadership and mentorship require skill and knowledge beyond what natural ability can provide, and some (if not, in my experience, most) people will actually do more harm than good when they rely on charisma to get them through working with communities. > In our team, we approach our work with the dedication similar to Olympic athletes. Anticipate occasional late nights and weekends dedicated to our mission. We understand this level of commitment may not suit everyone, and we openly communicate this expectation. I don't like it, but they're being upfront and honest about their expectations, which is a green flag. $150K – $260K would be a great salary for a remote Community Lead role, but this position is hybrid in Los Angeles or San Francisco, so I'm on the fence considering the cost of living in these areas. And that's assuming it actually *is* hybrid, and not one of those 4-days-in-the-office, 1-day-at-home deals. I'm going to put this in **Eh, It's Probably Fine**, with the caveat that I think candidates should 1) make sure it really is hybrid and 2) try to push for the high side of this range during the interview process. [Newsletter Issue](https://www.supporthuman.cx/p/06apr25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Community Lead](https://jobs.ashbyhq.com/moonvalley-ai/389c93d0-4f55-4fcc-8bd7-567feb890f80?ref=supporthuman.cx) Moonvalley is developing cutting-edge generative AI models designed to power Superbowl-worthy commercials and award-winning cinematic experiences. Our inaugural, cutting-edge HD model, Marey, is built on exclusively licensed and owned data for professional use in Hollywood and enterprise applications. Our team is an unprecedented convergence of talent across industries. Our elite AI scientists from Deepmind, Google, Microsoft, Meta & snap, have decades of collective experience in machine learning and computational creativity. We have also established the first AI-enabled movie studio in Hollywood, filled with accomplished filmmakers and visionary creative talent. We work with the top producers, actors, and filmmakers in Hollywood as well as creative-driven global brands. So far we’ve raised over $70M from world-class investors including General Catalyst, Bessemer, Khosla Ventures & YCombinator – and we’re just getting started. **Role Summary:** We're seeking a passionate Community Lead to nurture and grow the broader AI filmmaking ecosystem, working in close partnership with teams at our Asteria studio to help push forward the cutting edge of AI filmmaking. This role will focus on sharing Asteria and Moonvalley’s expertise to elevate the entire community's capabilities across all tools and technologies, fostering open source collaboration, and building a knowledge-sharing network that advances the entire field of AI-powered creative expression. The Community Lead will be responsible for growing our generative videography community through meetups, online forums such as Discord, live events, open source collaboration, and knowledge sharing — all while building a network of Moonvalley power users who champion our clean model and collaborative tools. Through technical workshops, community initiatives, and close collaboration with filmmakers and studios, you'll help shape an AI filmmaking future that pushes creative boundaries while respecting the work and rights of artists everywhere. **What you'll do:** - Develop and execute a comprehensive community strategy that elevates technical capabilities across the AI filmmaking ecosystem and nurtures a passionate user base - Create and manage an education program including technical workshops, hands-on training sessions, and eventually certifications - Design and run hackathons, local and school film festivals, and technical challenges that push the boundaries of AI filmmaking and generative media - Establish a global ambassador program to support regional community growth wherever there is talent and passion for generative filmmaking - Cultivate partnerships with open source projects, educational institutions, and other clean AI companies to create collaborative community opportunities - Develop technical training materials in collaboration with community experts and our internal team; encourage and maintain documentation and learning resources by and for the community - Manage an active Discord community focused on technical knowledge sharing and collaboration **What we're looking for:** - Track record of successful partnership building with filmmakers, content creators, educational institutions, open source organizations, and others aligned with our mission - Demonstrated commitment to knowledge sharing and community mobilization - Natural mentor and charismatic leader with ability to identify, nurture, and spotlight a diverse range of talent wherever you find it - Experience moderating discussions & events in online forums such as Discord and Zoom - Experience organizing technical workshops, hackathons, film festivals, or similar large-scale IRL events - Experience with cutting-edge practices in AI, filmmaking, and FX yourself is a big plus In our team, we approach our work with the dedication similar to Olympic athletes. Anticipate occasional late nights and weekends dedicated to our mission. We understand this level of commitment may not suit everyone, and we openly communicate this expectation. If you're motivated by deeply technical problems, a seemingly never-ending uphill battle and the opportunity to build (and own) a generational technology company, we can give you what you're looking for. All business roles at Moonvalley are hybrid positions by default, with some fully remote depending on the job scope. We meet a few times every year, usually in London, UK or North America (LA, Toronto) as a company. If you're excited about the opportunity to work on cutting-edge AI technology and help shape the future of media and entertainment, we encourage you to apply. We look forward to hearing from you! *The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak work periods, or to otherwise balance organizational work* *Moonvalley AI is proud to be an equal opportunity employer. We are committed to providing accommodations. If you require accommodation, we will work with you to meet your needs.* *Please be assured we'll treat any information you share with us with the utmost care, only use your information for recruitment purposes and will never sell it to other companies for marketing purposes. Please review our privacy policy and job applicant privacy policy located* [*here*](https://intercom.help/moonvalley-a3d4e1/en/collections/11581436-legal-trust-safety?ref=supporthuman.cx) *for further information.* ### Director of Technical Solutions URL: https://supporthuman.cx/jobs/director-of-technical-solutions/ Last updated: 2026-08-07T22:08:48.000Z ## [Cresta](https://cresta.com/about/?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Some of their values are interesting – perfectly fine in the right hands, dangerous in the wrong hands. Specifically, these two: > Do Too Much - We believe that extraordinary achievements require extraordinary effort, talent, and dedication in addition to a great team and strong vision. We embrace hard work and go above and beyond, knowing that doing "too much" may be exactly what it takes to succeed. > Have the Courage to Be Disliked - We embrace the discomfort of truth over the comfort of approval. We challenge the status quo, voice uncomfortable truths, and make tough decisions, knowing that avoiding conflict for the sake of popularity leads to stagnation and mediocrity. This doesn’t give us the right to be jerks to one another, but encourages us to use our voice for the betterment of the business. > Mission - We believe in the power of AI as an enabling tool to democratize expertise. This is something you really need to define because "democratize expertise" sure sounds like "steal labor so that I don't have to pay people a fair wage," doesn't it? > A+ Team - Our team consists of a majority of ex-Founders, world leading scientists and nationally competitive athletes. Okay? If you care about "democratizing expertise," why would any of that be something you're impressed by? I'd like to point out that the Why We Work Here section contains no actual information about the tangible benefits of working at Cresta (such as health insurance, time off, compensation package, etc.). I smell bullshit! > Cresta's co-founder and chairman is Sebastian Thrun, the genius behind So humble. (And also very funny – we must appreciate this one dude's "genius" while assuming everyone else must be okay with "democratizing expertise." Cool.) > Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI Because Google is known for its excellent customer service? > Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. \[...\] Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax ...because companies like *Intuit* and *Cox* are known for their excellent customer service? > Join us on this thrilling journey to revolutionize the workforce with AI. No thanks, I'm good. > This role requires a visionary leader This job description is exhausting. > Compensation for this position includes a base salary, equity, and a variety of benefits. Gee, what incredibly useful information about salary. I'm overcome by their transparency. > Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. HA. Now \*there's\* some useful info – "we'll probably just pay you the minimum required by local law." I'm putting this in **BINGO** purely for how insufferable this company sounds. **Note:** There are a few other CX roles open at this company, including some Customer Success roles and an Implementation Manager. [Newsletter Issue](https://www.supporthuman.cx/p/06apr25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director of Technical Solutions](https://job-boards.greenhouse.io/cresta/jobs/4524971008?ref=supporthuman.cx) Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is[ Sebastian Thrun](https://www.linkedin.com/in/sebastian-thrun-59a0b273/?ref=supporthuman.cx), the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO,[ Ping Wu](https://www.linkedin.com/in/pingwu/?ref=supporthuman.cx), the co-founder of Google Contact Center AI and Vertex AI platform,[ and CTO & co-founder, Tim Shi](https://www.linkedin.com/in/tianlinshi/?ref=supporthuman.cx), an early member of Open AI. We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world. Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta. **About the role:** As the Director of Technical Solutions, you will lead a talented team of Solutions Architects & Customer Engineers, guiding the technical strategy and execution of our customer experience solutions. This role requires a visionary leader who can align technical capabilities with customer needs while fostering collaboration across sales, product, and engineering teams. **Responsibilities:** - **Leadership:** Manage and mentor a team of Solutions Architects, providing guidance on best practices in solutions architecture and customer engagement - **Strategic Oversight:** Define and drive the technical architecture blueprint for pre-sales and post-sales processes, ensuring seamless integration of Cresta’s capabilities with enterprise systems - **Stakeholder Management:** Serve as the primary point of contact for technical discussions with key stakeholders, including clients and internal teams, ensuring alignment on project goals and outcomes - **Sales Collaboration:** Partner closely with Sales to develop effective land-and-expand strategies, leveraging your understanding of Customer Experience (CX) and telephony ecosystems - **Technical Expertise:** Maintain authoritative knowledge of Cresta’s platform integrations, telephony systems, and customer experience technologies - **Technical Leadership:** Collaborate with Product & Engineering for ongoing tooling enhancements - **Customer Focus:** Drive a consultative approach to problem-solving, fostering strong relationships with clients and understanding their unique challenges and requirements - **Professional Services Acumen:** Establish and improve system for staffing, scoping and project utilization **Qualifications We Value:** - Proven experience in a leadership role within solutions architecture or a related field, ideally with a focus on customer experience technologies - Deep expertise in telephony systems and contact center infrastructure (e.g., AWS Connect, Genesys, Five9) - Strong understanding of integration options, APIs, iPaaS, and UI integrations - Extensive experience with large-scale enterprise software implementations and solutions architecture - Exceptional organizational skills with the ability to manage complex projects involving multiple stakeholders and timelines - Excellent communication and interpersonal skills, capable of building strong relationships with both technical and non-technical stakeholders - Willingness to travel (when needed up to 10%) and engage with clients across EST and PST time zones **Perks & Benefits:** - We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs - Flexible vacation time to promote a healthy work-life blend - Paid parental leave to support you and your family - Monthly Gym & Phone allowance - Work from home office stipend to help you succeed in a remote environment. - Lunches and dinners included for in-office employees via Grubhub **Compensation:** Compensation for this position includes a base salary, equity, and a variety of benefits. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in the US. Your recruiter can provide further details. We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [recruiting@cresta.ai](mailto:recruiting@cresta.ai) ### Lead Technical Support Engineer URL: https://supporthuman.cx/jobs/lead-technical-support-engineer/ Last updated: 2026-08-07T22:08:50.000Z ## [Conduktor](https://conduktor.io/about?ref=supporthuman.cx) | No comp given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** No real Careers page, just a lackluster About Us page. Honestly, this job description is pretty forgettable. It's not terrible, but it's not good either; candidates get very little information about the structure of the team they'd be leading, and the only hint at culture we get is a single bullet about the office being pet-friendly. Since we don't get salary info (and they ask for expectations in the application), this goes directly to **Tread Carefully**. **Note:** Other jobs are open at this company, such as a Technical Support Engineer and a Customer Success Engineer. [Newsletter Issue](https://www.supporthuman.cx/p/06apr25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Lead Technical Support Engineer](https://jobs.lever.co/conduktor/ffd4f0b7-8b91-4594-b33b-e8456cd82cdc?ref=supporthuman.cx) **About Conduktor** Conduktor is an Enterprise Data Management (EDM) platform that specializes in streaming. We empower industry leaders to implement their Streaming Data Strategy with a comprehensive approach to data control, compliance, and security; unconstrained by their infrastructure providers. Our platform mitigates data security risks while enhancing communication, automation, and observability across data flows, enabling teams to collaborate effortlessly across the organization.We have hubs in New York and London, and we are looking for people who are excited by our mission and who want to share this journey with us. **About the role** As a Lead Technical Support Engineer, you will be the frontline of customer interactions, ensuring a seamless experience for users by troubleshooting issues, resolving inquiries, and providing expert guidance on our platform.This hands-on role will work closely with internal teams to resolve customer-facing issues, and lead a team in identifying and implementing root cause fixes. You will also identify and deliver strategic improvements to our support tools and processes.This role is suited to a hands-on technical leader who thrives in a fast-paced environment and enjoys problem-solving. **What will you be doing?** - Building and managing a high performing technical support team for Conduktor. - Defining and tracking key performance metrics for the support team, including response times and customer satisfaction scores. - Leading the continuous refinement of support processes within the support team and across our product engineering and customer success teams to enhance the overall customer experience. - Leading a team to Identify and Implement fixes for customer issues, ensuring they work alongside product engineering where necessary. - Leading the proactive implementation of features across our platform to increase the ability for customers and our support engineers to effectively identify and resolve problems. - The role is hands-on - and will be front line Investigating and resolving technical issues with our product for our customers, including the implementation of patches. - Identifying and communicating customer feedback to relevant internal teams, helping to shape product improvements. **What experience are we looking for?** - Proven technical leadership experience in a technical support, customer success, or engineering support role. - Strong troubleshooting skills with the ability to diagnose and resolve complex technical issues efficiently. - Coding experience in JVM based languages, ideally Java or Scala. - Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences. - Experience supporting cloud-based SaaS products, preferably in the data infrastructure or DevOps space. - Familiarity with Apache Kafka, distributed systems, or modern data streaming technologies is a plus. - Comfortable working in a fast-growing startup environment where adaptability and initiative are key. - A customer-first mindset with a passion for delivering exceptional support experiences. **Perks and Benefits** - Stock options. - 25 days PTO + public holidays. - Top-tier private health insurance package. - Employee referral scheme. - Company-wide events and team socials. - Our office is dog friendly! Our resident pooches Lexi and Honey are always looking for furry colleagues to join them. 🐶 **Equal Opportunity Statement** Fostering an inclusive environment is vital to us, and we want to bring people on board who share our values. We admire those who love collaborating, strive to learn, and are excited by our mission. If you are interested in this role, we would love for you to apply! Conduktor is an Equal Opportunity Employer. All applicants are considered without regard to race, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, mental or physical disability, marital status, protected veteran, or parental status.Learn more about our values through our careers page, and find our latest news on [X](https://twitter.com/getconduktor?ref=supporthuman.cx) and [LinkedIn](https://www.conduktor.io/r/mycompany/?ref=supporthuman.cx). ### Customer Onboarding Specialist URL: https://supporthuman.cx/jobs/customer-onboarding-specialist-3/ Last updated: 2026-08-08T00:06:33.000Z Location: Lehi ## [JobNimbus](https://www.jobnimbus.com/careers/?ref=supporthuman.cx) | I DON'T EVEN THINK THEY KNOW ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Prominently displays Glassdoor reviews at the top of their Careers page but doesn't link to their Glassdoor profile. Which of course means [I have to go look](https://www.glassdoor.com/Reviews/JobNimbus-Reviews?ref=supporthuman.cx)! I was only going to post the five most recent reviews, but uh: - *Great Mission, But Leadership Issues Are Holding It Back* (2 stars) - *Could be SO GOOD...But Continues to get WORSE!* (2 stars) - *Great from the outside but a little different on the inside...* (2 stars) - *Wild Ride - Truly one of the more bizarre organizations I've worked at in my career.* (1 star) - *Great Potential, But If You’re Not One of Them, Good Luck* (1 star) - *Don't Do it* (1 star) - *Leadership Lacks Awareness, Fosters Unwelcoming Culture for Women* (1 star) So...not great, Bob. > RESPECT coaching > Google found coaching to be the most important factor in employee satisfaction. Everyone gets RESPECT coaching here. What...is that? I'm almost afraid of the answer. > Onsite dental, vision, stretching Feeling tight? Need a teeth cleaning? Everything blurry? Get help during your workday. That's wild. I mean, could be fine. Could be an actual living nightmare. This is in the Optional Perks section and y'all, I CANNOT: > Off-Roading Trips Join our CEO Ben Hodson and others to traverse hairy trails and barely make it back with your life. What the fuck. Who actually jokes about this in a work setting? WHAT A VERY CONCERNING RED FLAG THAT IS. Okay, let's look at a job, I guess? > We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! Wow...what an exciting list of white people that is. (Also, I know they're trying to joke with that last one, which just makes it all the more cringey.) > This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job! Did an intern write this? Because it sounds like an intern wrote this. > The onboarding Specialist How much y'all wanna bet that we get a "detail-oriented" requirement? > The onboarding specialist Now let's bet on how many different capitalizations we'll get for this job title. > When sales gets a deal over the finish line it is up to the Onboarding Specialist to go to work! Three. > You’ll take our customers through a baller implementation process Oh my god, are you serious right now? > After you’ve onboarded a customer the CSM’s you assign the customer to, will be like, “Aw Dip, it seems like they were onboarded by someone with the skills of Leslie Knope. They know EVERYTHING about JobNimbus.” They will then come up with a secret new handshake whenever they see you… and everyone will be jealous. What is happening. WHO WROTE THIS. I am genuinely shocked that there is no "detail-oriented" statement in here. However, we do get...whatever the fuck *this* is: > Team Commitment. You know that moment in the Hunger Games where Katnis Everdeen shoots President Coin instead of President Snow and everyone’s head explodes? That is because she knew what was best for Panem and she was so committed she made the larger, harder decision. That is the level of commitment we need. Minus the killing of course! Of course! BECAUSE THAT WOULD BE CRAZY, UNLIKE THIS? Y'all, I've said *what the actual fuck* so many times with this JD it's lost all meaning. I don't even know what to say, except that I don't think our existing ratings quite cover this one, so I had to create a special one: **Possibly Psychotic**. **Note:** There are some other CX jobs open at this company, including a Technical Support Manager and some Customer Success Managers. Apply at your own risk. [Newsletter Issue](https://www.supporthuman.cx/p/06apr25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Onboarding Specialist](https://jobnimbus.applytojob.com/apply/7yHA7UeCDv/Customer-Onboarding-Specialist?ref=supporthuman.cx) We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job! **Mission:** The onboarding Specialist is focused on quickly and effectively training new JobNimbus customers on software setup and daily use in order to drive value in and early adoption of the software. The onboarding specialist will help to define, develop, and execute effective customer onboarding and engagement strategies in order to help our customers realize their business goals. **What you’ll be doing:** - When sales gets a deal over the finish line it is up to the Onboarding Specialist to go to work! You’ll take our customers through a baller implementation process which will set up a company to succeed and love their JobNimbus experience! - After you’ve onboarded a customer the CSM’s you assign the customer to, will be like, “Aw Dip, it seems like they were onboarded by someone with the skills of Leslie Knope. They know EVERYTHING about JobNimbus.” They will then come up with a secret new handshake whenever they see you… and everyone will be jealous. - JobNimbus has a lot to offer. So much in fact, you’ll have to focus on helping each customer maximize the functionality, integrations, and tools that will most help them. You’ve got to avoid word vomiting how much we can do, and instead make a tailored plan for that customer to succeed out of the gate. **What makes you the hero for this job:** - Active Listener - Experience in a customer-facing role (2 year recommended) - Strong Communication Skills - Experience in a SaaS business (preferred) - Strong ability to shift priorities quickly and efficiently **Superpowers:** **Customer Obsessed.** In the words of Ted Lasso, “Takin’ on a challenge is a lot like riding a horse. If you’re comfortable while you’re doin’ it, you’re probably doin’ it wrong.” **Team Commitment.** You know that moment in the Hunger Games where Katnis Everdeen shoots President Coin instead of President Snow and everyone’s head explodes? That is because she knew what was best for Panem and she was so committed she made the larger, harder decision. That is the level of commitment we need. Minus the killing of course! Mentor (Hit us up for the inside Scoop) [Matt Nelson](https://www.linkedin.com/in/matt-nelson-35ba91/?ref=supporthuman.cx) \- Specialist in hiring amazing people, lover of music, tennis, Ping Pong, pickleball, photography, Star Wars and recruiting. JobNimbus is proud to be an equal opportunity / affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, Veteran status, or other legally protected characteristics. This position may require the successful completion of a criminal background check and/or drug screen. If you have a disability or special need that requires accommodation, please let us know in the application. If you have any questions regarding this job post, please email jobs@jobnimbus.com. ### In which there's a new, very special, rating URL: https://supporthuman.cx/p/in-which-theres-a-new-very-special-rating/ Last updated: 2026-10-02T18:17:10.000Z Another light issue for you this week, but I do at least bring you a special rating. No, it’s not an April Fool’s joke. I wish it was! **Heads up:** Next weekend is one of my kiddos’ birthday and the start of Passover, so there will be no new issue. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* No unicorns this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Community Lead](https://www.jobs.supporthuman.cx/community-lead-2/?ref=supporthuman.cx) Moonvalley · $150k-$260k · Hybrid, US-Los Angeles or San Francisco, CA > Powered by Marey: The generative video model trained from scratch entirely on fully-licensed data — You know, if I have to co-exist with AI nonsense, at least it's licensed nonsense? (Total aside: their vision for generative video is worth a read.) No real Careers page, just a list of jobs on Ashby. > Through technical workshops, community initiatives, and close collaboration with filmmakers and studios, you'll help shape an AI filmmaking future that pushes creative boundaries while respecting the work and rights of artists everywhere. — It's probably a little pathetic how easy it is to get me on your side as an AI company. Oh, you're doing the bare minimum? WOULD YOU LIKE A COOKIE? > Natural mentor and charismatic leader with ability to identify, nurture, and spotlight a diverse range of talent wherever you find it — Y'all know what I'm going to say here – real, positive leadership and mentorship require skill and knowledge beyond what natural ability can provide, and some (if not, in my experience, most) people will actually do more harm than good when they rely on charisma to get them through working with communities. > In our team, we approach our work with the dedication similar to Olympic athletes. Anticipate occasional late nights and weekends dedicated to our mission. We understand this level of commitment may not suit everyone, and we openly communicate this expectation. — I don't like it, but they're being upfront and honest about their expectations, which is a green flag. $150K – $260K would be a great salary for a remote Community Lead role, but this position is hybrid in Los Angeles or San Francisco, so I'm on the fence considering the cost of living in these areas. And that's assuming it actually is hybrid, and not one of those 4-days-in-the-office, 1-day-at-home deals. I'm going to put this in **Eh, It's Probably Fine**, with the caveat that I think candidates should 1) make sure it really is hybrid and 2) try to push for the high side of this range during the interview process. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Lead Technical Support Engineer](https://www.jobs.supporthuman.cx/lead-technical-support-engineer/?ref=supporthuman.cx) Conduktor · No comp given · Hybrid, UK-London No real Careers page, just a lackluster About Us page. Honestly, this job description is pretty forgettable. It's not terrible, but it's not good either; candidates get very little information about the structure of the team they'd be leading, and the only hint at culture we get is a single bullet about the office being pet-friendly. Since we don't get salary info (and they ask for expectations in the application), this goes directly to **Tread Carefully**. **Note:** Other jobs are open at this company, such as a Technical Support Engineer and a Customer Success Engineer. #### [Customer-Facing Project Manager](https://www.jobs.supporthuman.cx/customer-facing-project-manager/?ref=supporthuman.cx) Gable · "Competitive," not given · Hybrid, US-Seattle, WA Their Careers page is a very basic and light on useful information. I will admit, I'm not super clear on what Gable's product is if they need a customer project manager on staff, but the title grabbed me during my search, and it actually sounds like a neat role. The biggest problems are 1) they fall into the "it's a benefit to work here!" trap, and 2) they claim a competitive compensation package without actually sharing what the comp is. The latter, of course, means that this is a **Tread Carefully** job. ## **BINGO** *Welp.* #### [Director of Technical Solutions](https://www.jobs.supporthuman.cx/director-of-technical-solutions/?ref=supporthuman.cx) Cresta · No comp given · Remote, US Some of their values are interesting – perfectly fine in the right hands, dangerous in the wrong hands. Specifically, these two: > Do Too Much - We believe that extraordinary achievements require extraordinary effort, talent, and dedication in addition to a great team and strong vision. We embrace hard work and go above and beyond, knowing that doing "too much" may be exactly what it takes to succeed. > Have the Courage to Be Disliked - We embrace the discomfort of truth over the comfort of approval. We challenge the status quo, voice uncomfortable truths, and make tough decisions, knowing that avoiding conflict for the sake of popularity leads to stagnation and mediocrity. This doesn’t give us the right to be jerks to one another, but encourages us to use our voice for the betterment of the business. > Mission - We believe in the power of AI as an enabling tool to democratize expertise. — This is something you really need to define because "democratize expertise" sure sounds like "steal labor so that I don't have to pay people a fair wage," doesn't it? > A+ Team - Our team consists of a majority of ex-Founders, world leading scientists and nationally competitive athletes. — Okay? If you care about "democratizing expertise," why would any of that be something you're impressed by? I'd like to point out that the Why We Work Here section contains no actual information about the tangible benefits of working at Cresta (such as health insurance, time off, compensation package, etc.). I smell bullshit! > Cresta's co-founder and chairman is Sebastian Thrun, the genius behind — So humble. (And also very funny – we must appreciate this one dude's "genius" while assuming everyone else must be okay with "democratizing expertise." Cool.) > Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI — Because Google is known for its excellent customer service? > Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. \[...\] Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax — ...because companies like *Intuit* and *Cox* are known for their excellent customer service? > Join us on this thrilling journey to revolutionize the workforce with AI. — No thanks, I'm good. > This role requires a visionary leader — This job description is exhausting. > Compensation for this position includes a base salary, equity, and a variety of benefits. — Gee, what incredibly useful information about salary. I'm overcome by their transparency. > Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. — HA. Now *there's* some useful info – "we'll probably just pay you the minimum required by local law." I'm putting this in **BINGO** purely for how insufferable this company sounds. **Note:** There are a few other CX roles open at this company, including some Customer Success roles and an Implementation Manager. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* See below. I’m sorry. ## **Possibly Psychotic** *A truly special category.* - [**Customer Onboarding Specialist**](https://www.jobs.supporthuman.cx/customer-onboarding-specialist-3/?ref=supporthuman.cx) **(I DON'T EVEN THINK THEY KNOW) at** [**JobNimbus**](https://www.jobnimbus.com/careers/?ref=supporthuman.cx) **(Onsite US-Lehi, UT)** - Prominently displays Glassdoor reviews at the top of their Careers page but doesn't link to their Glassdoor profile. Which of course means I have to go look! I was only going to post the five most recent reviews, but uh: - *Great Mission, But Leadership Issues Are Holding It Back* (2 stars) - *Could be SO GOOD...But Continues to get WORSE!* (2 stars) - *Great from the outside but a little different on the inside...* (2 stars) - *Wild Ride - Truly one of the more bizarre organizations I've worked at in my career.* (1 star) - *Great Potential, But If You’re Not One of Them, Good Luck* (1 star) - *Don't Do it* (1 star) - *Leadership Lacks Awareness, Fosters Unwelcoming Culture for Women* (1 star) - So...not great, Bob. - *RESPECT coaching - Google found coaching to be the most important factor in employee satisfaction. Everyone gets RESPECT coaching here. —* What...is that? I'm almost afraid of the answer. - *Onsite dental, vision, stretching Feeling tight? Need a teeth cleaning? Everything blurry? Get help during your workday. —* That's wild. I mean, could be fine. Could be an actual living nightmare. - This is in the Optional Perks section and y'all, I CANNOT: - *Off-Roading Trips Join our CEO Ben Hodson and others to traverse hairy trails and barely make it back with your life.* - What the fuck. Who actually jokes about this in a work setting? WHAT A VERY CONCERNING RED FLAG THAT IS. - Okay, let's look at a job, I guess? - *We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! —* Wow...what an exciting list of white people that is. (Also, I know they're trying to joke with that last one, which just makes it all the more cringey.) - *This is our “call to adventure” to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you’ll even land a new job! —* Did an intern write this? Because it sounds like an intern wrote this. - *The onboarding Specialist —* How much y'all wanna bet that we get a "detail-oriented" requirement? - *The onboarding specialist —* Now let's bet on how many different capitalizations we'll get for this job title. - *When sales gets a deal over the finish line it is up to the Onboarding Specialist to go to work! —* Three. - *You’ll take our customers through a baller implementation process —* Oh my god, are you serious right now? - *After you’ve onboarded a customer the CSM’s you assign the customer to, will be like, “Aw Dip, it seems like they were onboarded by someone with the skills of Leslie Knope. They know EVERYTHING about JobNimbus.” They will then come up with a secret new handshake whenever they see you… and everyone will be jealous. —* What is happening. WHO WROTE THIS. - I am genuinely shocked that there is no "detail-oriented" statement in here. However, we do get...whatever the fuck this is: - *Team Commitment. You know that moment in the Hunger Games where Katnis Everdeen shoots President Coin instead of President Snow and everyone’s head explodes? That is because she knew what was best for Panem and she was so committed she made the larger, harder decision. That is the level of commitment we need. Minus the killing of course!* - Of course! BECAUSE THAT WOULD BE CRAZY, UNLIKE THIS? - Y'all, I've said *what the actual fuck* so many times with this JD it's lost all meaning. I don't even know what to say, except that I don't think our existing ratings quite cover this one, so I had to create a special one: **Possibly Psychotic**. ![Image contains a screenshot of a form that asks "How did you hear about us?" with 3 options: Monster, Newspaper, and Other. Under that, an imagined conversation: Me: *sobbing in the woods* The eldritch horror that's been watching me from the woods: ...Red Lobster's hiring. Me: *turns arouns* oh shit fr?](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1895.jpeg) ### Customer Experience Associate URL: https://supporthuman.cx/jobs/customer-experience-associate-2/ Last updated: 2026-08-07T22:08:52.000Z ## [Melio](https://www.lifeatmelio.com/?ref=supporthuman.cx) | $45,000-$55,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Melio's Career page is one in name only; no information about the company, just a list of open roles. > We need dynamic go-getters, eager to conquer the unique challenges of a startup environment, ensuring every customer feels valued and supported. I'll take "Which job description was written by AI?" for $800, Alex. > Here, your role transcends typical customer experience duties; as a pivotal part of our team, you'll be actively involved in brand-building, retention and turning every customer interaction into a moment that defines and enhances the Melio brand. Mmmhmm. The salary better transcend the typical customer experience salary, then. > Comfortable in a fast-paced startup environment, while being able to stay patient while managing a variety of situations Better come with startup pay. > We don’t just solve issues, we consider ourselves Brand Builders and this differentiates us from the competition. The pay better differentiate you from the competition, etc., etc. > Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. The annual base salary range for this position is $45,000 - $55,000 \*stares at camera\* Yeah, no. Tread Carefully. [Newsletter Issue](http://newsletter.supporthuman.cx/p/30mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Associate](https://job-boards.greenhouse.io/melio/jobs/6496691003?ref=supporthuman.cx) **Customer Experience Associate** ***Location: Denver (remote)*** ***Starting Date: April 2025*** We're on the hunt for enthusiastic **Customer Experience Associate** individuals who are deeply passionate about helping customers, with a special emphasis on empowering small businesses. Are you ready to kickstart an exciting tech career at Melio? We need dynamic go-getters, eager to conquer the unique challenges of a startup environment, ensuring every customer feels valued and supported. Here, your role transcends typical customer experience duties; as a pivotal part of our team, you'll be actively involved in brand-building, retention and turning every customer interaction into a moment that defines and enhances the Melio brand. **Qualifications:** - 2+ years of relevant customer service experience specifically supporting customers through Phone and Live Chat. - Expertise in clear, confident communication, crucial in handling the high-stakes financial transactions that are vital to small business owners. - Skilled in juggling multiple chat interactions simultaneously while maintaining a calm and empathetic demeanor. - Passionate about acquiring knowledge, adept at complex problem-solving, and motivated to excel in achieving key metrics. - Driven by a passion for going above and beyond for customers with a strong focus on customer obsession and centricity - Comfortable in a fast-paced startup environment, while being able to stay patient while managing a variety of situations - Prior experience utilizing Zendesk is a plus - Bonus points for experience working with small businesses in a customer experience or customer support capacity/a tech startup or a similar environment **A day in the life and how you’ll make an impact:** - Provide outstanding support experiences to customers through live conversations via **Phone, Email and live chat** - Actively switching back and forth between channels if needed - Prioritizing customer needs above all, while resolving numerous issues efficiently. - Work collaboratively with internal teams to resolve tickets efficiently - Improve product needs by understanding trends in support related topics - Work cross-functionally throughout all departments to work through any customer product issues - Manage and document all worked performed within the customer support inquiry **About the team:** The heart and soul of our brand are in the daily interactions with our **Customer Experience Team**. We don’t just solve issues, we consider ourselves Brand Builders and this differentiates us from the competition. This translates into world-class support for customers by combining fast, efficient, & personalized quality service. Their success is ours and we continually work to refine processes, workflows, and communication to provide a support experience that is friction-free. Beyond our day-to-day contact with customers, we also work cross-functionally with stakeholders across the company, as well as with our partners. We pride ourselves on instilling a high-performance culture that recognizes great work and celebrates team & individual success and creates a collaborative atmosphere where ideas are welcome. You will be integral to Melio’s success. **About Melio USA:** - Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. - The annual base salary range for this position is $45,000 - $55,000 - Medical, dental, vision: We offer highly competitive and selected plans with 100% coverage, FSA and HSA. - 401K matching and stock options: Feel the investment of working at a hyper-growth startup. - Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees. - Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it. - Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week. - Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well! - Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them. Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our [careers page](https://www.lifeatmelio.com/?ref=supporthuman.cx) (or if you’re here already, scroll down and apply now!). This employer participates in[ E-Verify](https://drive.google.com/file/d/1Hav72jolloAjHVMjwrj4mTymQA7Uw1je/view?ref=supporthuman.cx) and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. ### Director of Customer Education URL: https://supporthuman.cx/jobs/director-of-customer-education/ Last updated: 2026-08-08T00:06:06.000Z Location: Los Angeles ## [SimplePractice](https://www.simplepractice.com/careers/?ref=supporthuman.cx) | $170,000-$190,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Maybe I'm just a cynical bitch (*maybe*, LOL), but their values are pretty woo-wooey, and considering some of the other jobs we've seen from "health and wellness" companies, I'm a little anxious about this one. The Benefits section only lists actual benefits and the benefits themselves are decent, but that's pretty much it for actual info about the company on the Careers page. It's a little underwhelming. > We are seeking a strategic and results-driven Director of Customer Education to lead the development and execution of scalable education programs for our customers. Job descriptions obviously have tropes just like any other genre of writing, but I feel like I've read this exact sentence so many times recently that I'm no longer playing Bad Job Bingo but a really boring game of Mad Libs. > Reporting to the Chief Customer Officer Well hey, I love this. It's so rare to see this position in any company (Tech or otherwise), I see it as a green flag. > the ideal candidate will collaborate closely with Customer Marketing, Product Management, and Customer Success to enhance customer engagement and satisfaction. Ideal candidate statements should detail what qualities and experience the candidate needs to have to be successful, not just a simple statement of what they'll do. AI has ruined job listings, ask me how. > Collaboration with Customer Marketing: Work closely with the Customer Marketing team to ensure education initiatives align with broader customer engagement and retention efforts. > Collaboration with Product Management: Partner with Product Management to ensure that customer education materials reflect the latest product updates and enhancements This is also great. This kind of collaboration should be a given, but it so often isn't, so it's nice to see it spelled out. > $170,000 - $190,000 annually This salary is excellent and actually competitive. See what can happen when you have a CCO? I'm glad that my anxiety was proven unnecessary – this sounds like a great job with great pay and benefits. They do ask for salary expectations, but it's not a required question, so not sure what to make of that. It's not so outstanding that I feel comfortable giving it a **Green Means Go**, but it's a high **Eh, It's Probably Fine**. [Newsletter Issue](https://www.supporthuman.cx/p/30mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director of Customer Education](https://www.simplepractice.com/careers-list/?gh%5Fjid=5473986004&ref=supporthuman.cx) **About Us:** At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice. **The Role:** We are seeking a strategic and results-driven Director of Customer Education to lead the development and execution of scalable education programs for our customers. This role will focus on building a comprehensive 1:Many Customer Education strategy, ensuring that customers have access to high-quality educational content, onboarding support, and self-service resources. Reporting to the Chief Customer Officer, the ideal candidate will collaborate closely with Customer Marketing, Product Management, and Customer Success to enhance customer engagement and satisfaction. **Responsibilities:** - **Manage Customer Help Center:** Oversee the strategy and continuous improvement of the Customer Help Center to ensure customers have access to relevant and up-to-date self-service resources. - **Manage 1:Many Customer Onboarding**: Develop and oversee onboarding initiatives, including guides, webinars, and how-to videos, to ensure a seamless and scalable onboarding experience. - **Customer Success 1:Many Strategy:** Drive initiatives that enhance the education and success of customers at scale, reducing reliance on 1:1 support while improving overall adoption and retention. - **Manage Education Videos and How-to Guides:** Lead the development and maintenance of educational video content and written guides to help customers maximize the value of SimplePractice’s products. - **AI Strategy for Customer Education:** Identify opportunities to leverage AI-driven tools for customer education, including chatbots, interactive learning experiences, and automated content recommendations. - **Collaboration with Customer Marketing:** Work closely with the Customer Marketing team to ensure education initiatives align with broader customer engagement and retention efforts. - **Collaboration with Product Management:** Partner with Product Management to ensure that customer education materials reflect the latest product updates and enhancements. - **Presenting to Senior Leadership:** Provide regular updates and strategic recommendations to senior leadership, demonstrating the impact of education initiatives on customer success and retention. **Desired Skills & Experience:** - SMB Experience: Proven experience working with Small and Medium Businesses (SMB) to understand their unique challenges and needs. - Minimum 7 Years Experience leading customer education, enablement, or customer success programs in a SaaS environment. - Strong background in developing and executing scalable customer education strategies, including webinars, knowledge bases, and video content. - Expertise in leveraging AI and automation tools for customer education and support. - Proven ability to collaborate across teams, including marketing, product, and customer success. - Excellent communication and presentation skills, with the ability to engage both internal and external stakeholders. - Data-driven mindset with a strong focus on measuring and optimizing customer education initiatives. - Experience with customer education platforms, knowledge base software, and LMS tools is a plus. - Proficiency with ZenDesk, CS Case Management Tools - Bachelor's degree in Business, Education, or a related field (MBA preferred). - SaaS Experience: Preference for candidates with BtoB SaaS experience - Building Customer Journeys: Demonstrated experience in designing and implementing comprehensive customer journeys that enhance the overall client experience. - Proficiency in customer success software platforms such as Gainsight, ChurnZero, or similar tools a plus --- **Base Compensation Range** $170,000 - $190,000 annually Base salary is one component of total compensation. Employees may also be eligible for an annual bonus, equity or commission. Some roles may also be eligible for overtime pay. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. **Benefits** We offer a competitive benefits program including: - Medical, dental, vision, life & disability insurance - 401(k) plan with company match - Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays - Mental health resources - Paid parental leave & Backup Care - Tuition reimbursement - Employee Resource Groups (ERGs) **California Job Applicant Privacy Notice** Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the [SimplePractice California Job Applicant Privacy Notice](https://www.simplepractice.com/california-applicant-notice/?ref=supporthuman.cx). **For more information about our privacy practices, please contact us at** [**privacy@simplepractice.com**](mailto:privacy@simplepractice.com)**.** ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-18/ Last updated: 2026-08-08T00:06:30.000Z Location: Vancouver ## [Procurify](https://www.procurify.com/careers/?ref=supporthuman.cx) | $73,000-$90,000 CAD ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Procurify has a well-developed and informative Careers page, including what to expect during the interview process. > Comfortable working independently as well as part of a team in a fast-paced environment Damn, they almost escaped this trap! Alas. > Unlimited responsible time off: Work hard, play harder. All team members can take advantage of our unlimited responsible time off policy. Struggling on the dismount here. Also, you can't introduce a term like "unlimited responsible time off" and then not explain what it means. What kind of time off counts as responsible? And if time off has to be "responsible," is it really unlimited? The salary is $73,000-$90,000 CAD, which is roughly $51,027-$62,910\. This would be pretty terrible for a CSM in the U.S., but I'm not qualified to say whether this is a good comp in Canada. If you live and work in Canada, please chime in! Overall, this is a solid Eh, It's Probably Fine. Aside from a few flags (and asking for salary expectations on the application), it seems like a decent remote role with good benefits. [Newsletter Issue](https://www.supporthuman.cx/p/30mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://jobs.ashbyhq.com/Procurify/5da73e48-eee7-426a-9065-6f98c55f62f2?ref=supporthuman.cx) **Customer Success Manager** Procurify is the AI-enhanced procurement and AP automation platform for the mid-market. We make it easy for organizations to take control of spend and save money. We’re looking for a talented and team-driven Customer Success Manager to join us on our journey. **ABOUT THE ROLE** Procurify is looking for a customer-obsessed, value-driven person who is passionate about building relationships and setting customers up for success! As a Customer Success Manager, you will manage a book of business with a strong focus on maximizing business outcomes by ensuring both the depth and breadth of adoption. You will proactively manage and monitor customer health, identify upsell opportunities, and effectively communicate customer needs cross-functionally while balancing them with business objectives. Additionally, you will enhance the customer journey and embody Procurify’s core values of Creativity, Courage, Curiosity, Compassion, and Customer Obsession. The ideal candidate will be a problem-solver with a strong alignment to these values, passionate about setting customers up for success. Everyone at Procurify is a team player. A big part of this role involves building relationships internally and externally and advocating for our customers. We’re seeking entrepreneurial people who are willing to challenge the status quo and contribute to larger strategic objectives. **What you’ll be working on** - Manage a book of business valued at approximately $1-2M; overseeing the entire customer journey from post-onboarding to product adoption, expansion, advocacy, and renewal - Build and nurture long-term relationships with customers, ensuring they achieve their business objectives - Drive product adoption by providing guidance and resources to ensure customers fully utilize and benefit from Procurify - Proactively manage and monitor customer health, identifying and addressing escalations and churn risks, regardless of renewal timing - Identify upsell and expansion opportunities for the Account Management team to maximize customer value and business growth - Communicate customer needs cross-functionally while balancing them with business objectives and managing customer expectations **Who we’re looking for** - 3+ years of Customer Success experience in SaaS - Experience within B2B SaaS - Experience within Fintech - Strong problem-solving skills and a self-starter attitude - Customer-centric mindset; challenges the status quo and finds a better way - Understands our customer personas and the goals and challenges of our target market - Excellent written and verbal communication skills both internally and externally - Keeps up to date on trends and news from the industry, our competitors, and our target market - Shares Procurify values of Compassion, Courage, Creativity and Curiosity - Comfortable working independently as well as part of a team in a fast-paced environment **WHY PROCURIFY?** **Help us modernize spend management** Procurify is a remote-first company with a big heart and a strong ambition to modernize the way organizations manage business spend. We’re trusted by hundreds of companies around the world — across industries like biotechnology, education, health care, manufacturing, and software — to manage over $30B in spend. We recently closed $50M in Series C funding to help us strengthen our core offering, launch new payment capabilities, and provide customers with an AI-enhanced procure-to-pay experience. Read the press release [here](https://www.procurify.com/press%5Frelease/procurify-raises-50m-series-c/?ref=supporthuman.cx). **Be empowered to do your best work** We’ve created an environment where personal and professional growth is a real priority. Some of the great perks we offer include: - **Flexible working:** We’re a remote-first organization with flexible working hours. Work anywhere from within Canada! - **Unlimited responsible time off:** Work hard, play harder. All team members can take advantage of our unlimited responsible time off policy. - **Extended health benefits:** We prioritize our team’s health and well-being. We offer a competitive health, vision, and dental package along with an Employee Assistance Program (EAP), and a health and wellness spending account. - **Community initiatives:** We have a strong commitment to giving back to our communities, including regular volunteer days, our Donate Your Day program, and education lunch and learns. - **DEI initiatives:** We regularly run a diversity, equity, and inclusion roundtable where we host guest speakers and tackle the topics that matter. - **On Target Earnings Range:** $73,000.00 - $90,000.00 CAD (This range is dependent on experience, with a component of these earnings made up of variable pay and not inclusive of any benefits or equity that might exist in your total compensation package.) **Work with an amazing team** We’ve welcomed team members who were boat captains, funeral directors, swing dancers, competitive gamers, plumbers, and novelists. Everyone has a story and we’re here to embrace them! **LEARN MORE** Procurify is an Equal Opportunity Employer. We do not discriminate against any team members or applicants for employment because of race, color, disability, sex, age, national origin, religion, sexual orientation, or gender identity and/or expression. If you feel like you don’t meet all of the requirements for this role, we encourage you to apply anyway. We know that feelings of imposter syndrome can get in the way of meeting incredible candidates, and we certainly don’t want those feelings to get in the way of meeting you! We really want to get to know you and why you're great for the role. Please avoid including your picture and age on your resume. Apply online today and let’s start a conversation. To learn more about Procurify, check out these resources: - Get to know our team through our[ Meet Us Monday videos](https://www.youtube.com/playlist?list=PLaADg-JHT1trtbIv6MH6rhv2wJq%5FihJ%5FB&ref=supporthuman.cx) - Check out [what our customers are saying about us](https://www.procurify.com/testimonials?ref=supporthuman.cx) - Learn more about our [procure-to-pay platform](https://www.procurify.com/product/?ref=supporthuman.cx) ### Technical Support Analyst URL: https://supporthuman.cx/jobs/technical-support-analyst/ Last updated: 2026-08-08T00:05:42.000Z Location: New York City ## [Tabs](https://tabs.inc/company/careers?ref=supporthuman.cx) | "Competitive" comp not given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > We’re looking for a highly capable, fast-thinking Technical Support Analyst to help manage the increasing volume of technical support requests from our merchants (a Tabs customer). Why do you have to start off with ableism? Is it \*really\* necessary for this person to be "fast-thinking"? What does that even mean? > If you thrive in high-stakes, fast-paced environments, love solving problems and are obsessed with providing merchants with a world-class experience, we want to hear from you! "High stakes" in a job like this means the product doesn't work, or only works enough to be dangerous. You're there as a human shield between the customer and the product, and I promise it isn't even as fun as it sounds. > This role is perfect for someone with a sense of customer empathy A single sense of empathy. Just one. > comfortable in ambiguity, and a desire to help merchants solve complex problems. You'll get zero support and will be expected to make the product work anyway. SO FUN. > Resolve complex support issues from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses. Oh god, chat as a channel for solving complex financial issues sounds like a *nightmare.* I will, however, give them points for offering examples of work that will be done in the role. That's rare to see and a helpful way for candidates to determine whether they're really interested in the job. > Exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet. They keep saying this and I think the major problem is that they're not being specific enough. If you can give examples of work, then it stands to reason you can be clear about the kinds of problems candidates will face. For instance, they could say that candidates need experience with data reconciliation, accounting practices, invoicing, etc. "Problem-solving" is so nebulous as to be useless. > Ability to manage high ticket volume while maintaining high-quality responses. This is a red flag. In a financial product like this, you can have a fast response rate or you can have high-quality responses. Unless you are *very* robustly staffed, you can't have both. > Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time. Experience working in a fast-paced startup or technical environment preferred. The number of times they've repeated this is its own red flag. Still no salary, still a BINGO. [Newsletter Issue](https://www.supporthuman.cx/p/30mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Technical Support Analyst](https://jobs.ashbyhq.com/Tabs/3cd5061f-8a46-4cf9-b9d3-d6fbd429b366?ref=supporthuman.cx) **About the Company** Tabs is revolutionizing Accounts Receivable for B2B companies. Using the power of AI, Tabs is able to understand and extract elements from even the most complex B2B contracts and then power automated billing, revenue recognition, and reporting workflows. Our customers use Tabs to eliminate manual work, collect cash faster, streamline operations, and increase business model flexibility. Tabs is a hyper-growth Series A company based in New York that has raised $40m to date from top-tier VCs like[ ](https://lsvp.com/?ref=supporthuman.cx)[General Catalyst](https://www.generalcatalyst.com/?ref=supporthuman.cx), [Lightspeed](https://lsvp.com/?ref=supporthuman.cx) and[ Primary Ventures.](https://www.primary.vc/?ref=supporthuman.cx) Using AI to interpret contracts and streamline workflows, Tabs aligns critical CRM and ERP data, reducing errors and improving accuracy. Our **"Commercial Graph"** eliminates the inefficiencies of manual data entry, allowing businesses to go live in **days**—not months. By prioritizing contracts as the source of truth, we ensure seamless financial operations from deal desk to invoice. **Why This Role Matters** We’re looking for a **highly capable, fast-thinking Technical Support Analyst** to help manage the increasing volume of technical support requests from our merchants (a Tabs customer). You will be the **first line of defense** for troubleshooting, issue resolution, and merchant education—ensuring our merchants get the best possible experience with Tabs. You will collaborate cross-functionally with Success, Engineering, Product, and Operations to resolve technical issues and identify recurring trends. As part of the team, you’ll be the go-to person for resolving technical challenges that don’t require engineering-level intervention but are crucial for our merchants’ success. If you thrive in high-stakes, fast-paced environments, love solving problems and are obsessed with providing merchants with a world-class experience, we want to hear from you! This role is perfect for someone with a sense of customer empathy, a strong technical background, experience with ERP systems (e.g., NetSuite, Quickbooks), comfortable in ambiguity, and a desire to help merchants solve complex problems. **What You’ll Do** - **Resolve complex support issues** from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses. - **Own ticket triage & prioritization**, identifying the root cause of issues and escalating appropriately. - **Troubleshoot technical issues** related to invoicing, payments, integrations (e.g., QuickBooks, NetSuite, Stripe), and merchant data workflows. - **Identify patterns and recurring issues**, providing actionable insights to Product & Engineering. - **Educate and empower merchants**, proactively guiding them on best practices for using Tabs. - **Collaborate with Success, Engineering & Operations**, ensuring high-priority issues are addressed efficiently. - **Contribute to internal documentation**, improving processes and reducing repeated inquiries. - **Ownership** \- You won’t just resolve issues—you’ll drive improvements, identify trends, and proactively prevent recurring issues. **Examples of Work** - **Handling Critical Invoice Issues** \- A high-value merchant reports a data mismatch between Tabs and their ERP. You quickly diagnose the issue, extract and format the necessary data, work with the engineering team to implement a fix, and ensure all pending invoices are sent out the same day. - **Debugging Payment Failures** \- A merchant experiences payment failures due to a Stripe integration issue. You investigate the logs, determine the root cause, work with engineering to resolve it, and guide the merchant through necessary actions to prevent future failures. - **Proactive Issue Prevention & Merchant Education** \- After noticing a pattern of merchants struggling with invoice readiness settings, you create an internal playbook and proactive education materials to reduce recurring tickets by 30%. **What You Bring** - **3-5 years** in a support, technical support, or customer success role, preferably in a SaaS or fintech environment. - **Exceptional problem-solving skills**—you’re resourceful, detail-oriented, and able to think on your feet. - **Technical aptitude**, with experience troubleshooting API, ERP, or payment-related issues. - **Excellent written and verbal communication**, with the ability to break down complex topics into clear, merchant-friendly explanations. - **Ability to manage high ticket volume** while maintaining high-quality responses. - Experience working with **ticketing systems (HubSpot, Zendesk, Pylon, or similar)** and creating self-service content. - SQL or data querying experience is a plus. - Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time. Experience working in a fast-paced startup or technical environment preferred. **Why Tabs, Perks, and Benefits** - Competitive compensation and equity - 100% coverage for healthcare (Medical, Dental, and Vision) - Daily meal and coffee stipend for in-office days - Tax-free contribution to commuter benefits - Collaborative team environment with opportunities for career advancement. - Learn from a founding team with track record of multiple IPO exits If you’re ready to **take ownership of complex support issues, think critically, and make an impact**, we’d love to meet you! Even if you don’t meet 100% of the qualifications, we recommend applying to the role! We are a NYC-based team spending **5 days a week in person** at our offices in midtown Manhattan. ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-17/ Last updated: 2026-08-08T00:05:42.000Z Location: New York City ## [Tabs](https://tabs.inc/company/careers?ref=supporthuman.cx) | "Competitive" comp not given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Innovate In-Person > Collaboration requires an open and safe forum for the best ideas to emerge This is a weird and confusing value - what does being in person have to do with collaboration? I'm not saying there's no possible connection, just that if your value calls out working in-person specifically, you should explain why. > Build the best vision > Ideate and debate where the world can go, then urgently execute to realize that future Y'all. What. > Growth from Discomfort > Progress comes when we step out of our comfort zone I dunno, this being a value in context with these others feels like a red flag. > Complimentary meals Free lunch and dinner in the office DINNER in the office? No thank you please. > Regular team events > We work hard and play hard NOT A BENEFIT and also I HAVE CONCERNS > If you're interested in the intersection of industry-leading AI with B2B finance and automation technology, let's talk. Oh yeah, okay. That checks out. > Deploy customer success strategies to ensure an outstanding customer experience with Tabs, driving customer satisfaction and retention. I'll take "Which job description was written by AI?" for $1000, Alex. > Actively engage with clients to anticipate their needs and provide solutions that enhance their experience, while also being responsive to support tickets and inquiries via Slack to address immediate issues. I think the AI is confused about what Customer Success does. > Set the strategy and monitor success: Help define clear objectives and key results for the customer success function, adjusting strategies in response to evolving business needs and customer feedback. This is not an IC duty, and they are not at all clear if this is a regular CSM role (with that standard title) or if it's an honest-to-god manager role. I think the AI IS just real confused. > A proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up. So many flags, so little time. > Eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphere. "Hey ChatGPT, give me alternatives to saying 'dynamic environment.'" "Competitive compensation and equity" with no salary based in Manhattan. LOL K. [Newsletter Issue](https://www.supporthuman.cx/p/30mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://jobs.ashbyhq.com/Tabs/a95f19dd-bace-4deb-9d42-a8f7fd001cdd?ref=supporthuman.cx) **About the Company** [Tabs](https://tabs.inc/?ref=supporthuman.cx) is an AI-powered accounts receivable platform for B2B businesses. Using the power of AI, Tabs is able to understand and extract elements from even the most complex B2B contracts and then power an automated AR process from contract-to-cash. Growing B2B businesses use Tabs to improve cash flows, streamline operations, and increase business model flexibility. Tabs is based in New York and is funded by top-tier VCs [Lightspeed](https://lsvp.com/?ref=supporthuman.cx), [Primary Ventures](https://www.primary.vc/?ref=supporthuman.cx) and [General Catalyst](https://www.generalcatalyst.com/?ref=supporthuman.cx). **About the Role** We are looking to bring on an experienced Customer Success Manager to help lead our customer success initiatives. You will be directly involved in the build out of the function. **What you’ll do:** - Deploy customer success strategies to ensure an outstanding customer experience with Tabs, driving customer satisfaction and retention. - Actively engage with clients to anticipate their needs and provide solutions that enhance their experience, while also being responsive to support tickets and inquiries via Slack to address immediate issues. - Implement and refine customer success processes and frameworks to scale our services effectively. - Monitor customer health metrics and conduct regular check-ins to ensure clients are achieving their desired outcomes. - Collaborate with the product team to relay customer feedback and help drive product improvements and innovations based on recurring themes and customer insights. - Create educational content and resources to aid customers in better understanding and utilizing Tabs’ offerings. - Manage a portfolio of key accounts, ensuring that they receive the highest level of service and satisfaction. **Set the strategy and monitor success:** - Help define clear objectives and key results for the customer success function, adjusting strategies in response to evolving business needs and customer feedback. - Develop and maintain a deep understanding of Tabs’ products and services, becoming a trusted advisor to our customers. - Track and analyze customer engagement and success metrics, using data to drive better support and service strategies. - Work cross-functionally with Sales, Product, Marketing, and Support teams to ensure alignment across all customer interactions and initiatives. - Identify opportunities for customer success to influence product development, marketing strategies, and sales approaches. **Who you are:** - 5+ years of experience in Customer Success, ideally at a growing SaaS/Fintech business and/or with a finance/accounting background - A proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up. - An excellent communicator with the ability to effectively manage customer expectations and build strong relationships both internally and externally. - A critical thinker with an ability to identify trends in customer interactions and operationalize insights to improve the customer journey. - Results-oriented, with a track record of using analytical approaches to impact customer satisfaction positively. - Eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphere. **Perks and Benefits** - Competitive compensation and equity - 100% coverage for healthcare (Medical, Dental and Vision) - 401(k) plan - Daily meal and coffee stipend for in-office days - Tax free contribution to commuter benefits *Even if you don’t meet 100% of the qualifications, we recommend applying to the role!* We are an NYC-based team working out of our office in Manhattan 4-5 days a week ### On free speech and economic engines URL: https://supporthuman.cx/p/on-free-speech-and-economic-engines/ Last updated: 2026-10-02T18:17:11.000Z ## On free speech and economic engines We’re doing things a little bit differently today. We’ll still have a few regular BJB jobs under their original ratings, but first…we’re going to talk about one job. That job? Substack’s [Head of Standards & Enforcement (formerly Trust & Safety)](https://job-boards.greenhouse.io/substack/jobs/4522793005?ref=supporthuman.cx). If ever there was an example of a company and job that Bad Job Bingo — as a *practice* — was created for, it's this one. No job is ever worked in a vacuum. Still, this one struck me as especially emblematic of the problem that Bad Job Bingo was created to address: All the choices Substack has made as a company inform what this role will actually be like, and that's impossible to fully appreciate without looking at the company holistically. I mean, y'all. They changed the name of this position's department from Trust & Safety — talk about industry standard! — to Standards & Enforcement. Aside from the bitter, fascist flavor of that name, what does it tell us? It tells us that Substack's priorities aren't for creators and users to trust the platform is promoting accurate information or even the bare minimum of ensuring their safety. Substack has one mission and one mission only, which they are at least being honest about: protecting their economic engine and enforcing the rules that make it run. But I’m getting ahead of myself. If you’re a longtime follower of Bad Job Bingo, you know that I start with a company’s Carreer’s page, because it’s a company putting its best foot forward (unfortunately, that foot is often dirty and crusty and in need of a pedicure, but that’s a rant for another time). Substack’s career page, like many Tech companies, is mostly fluff with some useful information thrown in. It also has a pretty standard Values section, which ends with this: > We believe in the free press and in free speech. We do not believe these things can be decoupled. You can read more about our views on content moderation on our blog. Now, you could do that. Or you could simply read this quote from [the very first issue of this newsletter](https://www.newsletter.supporthuman.cx/p/14jan24-roundup-dogs-cats-living-together?ref=supporthuman.cx): > When confronted with widespread criticism of Substack’s Terms of Service and moderation policies, company Co-Founder Hamish McKenzie said, among other things, that: > > *\[A\]ggressive content moderation” didn’t work. “Is there less concern about misinformation? Has polarization decreased? Has fake news gone away? Is there less bigotry? It doesn’t seem so to us.* > > Because why even try to responsibly moderate your platform when racist antisemites have so much disposable income, amiright? Yes, one of the very first topics I covered in the *Support Human* newsletter was the fallout from Substack not only failing to moderate Nazis and white supremacists, but actively courting them. Unsurprisingly, [this problem has not gone away](https://theracket.news/p/substacks-nazi-problem-isnt-going-away?ref=supporthuman.cx). But why would it, when Substack wants to confuse exploiting bigotry for incredible profit with taking a stand on free speech? For instance, this is how Substack introduces the Head of Standards & Enforcement role in the job description: > Substack’s mission is to build a new economic engine for culture. From the beginning, we have been clear in our belief in the free press and free speech—values we consider inseparable and fundamental to a trustworthy media system. This statement is frankly diabolical on its own, but think about what it really means: "We want to devise new and creative ways to squeeze every drop of profit from the bonds that build community among you." Add "we believe in free speech" to that, and you have a company that cares so much about monetizing our communities that they don't care if they pervert or destroy those bonds in the process. Don't take it from me, though. Take it from them. They say it pretty plainly (bolding mine): > This is not a traditional Trust & Safety role. We are looking for someone eager to rethink how platforms handle policies and enforcement—eschewing centralized censorship in favor of empowering creators to set the tone for their communities. You will lead a team, oversee enforcement, develop policies, and partner with Product to guide the platform’s evolution. > > **This role is about protecting Substack’s viability by addressing extreme behaviors while respecting the fundamental freedom of users to express their perspectives.** In other words, this role will somehow have to find a way to protect Substack’s economic engine while simultaneously making sure Nazis get to say what they want. Next, we get some interesting insight into how this department is structured: > This position reports to the VP of Operations. This is a company whose entire business model relies on content creation, it’s a company that is still a behemoth in its space, and yet apparently the most senior Trust & Safety professional in the organization is only a Head Of? Is it possible that they don't actually *want* to empower their Trust & Safety — sorry, *Standards & Enforcement* — teams to do any kind of content moderation above what’s legally required to stay in business and know that an executive worth anything at all would challenge that? Hmm. A real mystery there. The Responsibilities section includes fairly run-of-the-mill duties, although this bullet drives home to me how much more they care about “rule enforcement” than devoting real human effort to making their platform safe and trustworthy: > **Drive forward Automation and AI.** Get your team partnering with engineers and vendors. Leverage emerging tech to gain superpowers that enhance detection, automation, and decision-making to make rule enforcement faster and more effective. The Qualifications section similarly has some points that make me pause. This one, for instance: > **Problem-solver with a startup mindset**. Hands-on and proactive, you excel at navigating complex challenges in a fast-paced environment. Startups look for a certain mentality because they usually don’t have the time or the resources for heavy processes or lengthy deliberations in decision-making. Of course, as companies grow, so does the complexity of their operations and their risk, but their capacity to manage those operations and risk should grow as well. And anyone working in Trust & Safety has to be comfortable assessing complex situations and making quick decisions based on those assessments; I’m not contesting that. My issue is the larger pattern here: Substack is not a startup at this point, and it’s concerning that 1) they seem stuck in a stage of maturity they should have grown out of some time ago, and 2) they seem so averse to giving content moderation the consideration and resources it deserves *despite* *having the time and resources to do so.* > **5+ years experience** in Trust & Safety, content moderation, risk, threat disruption, or a related field, ideally in a lead role. Candidates with a product background who have worked on Trust & Safety features are also encouraged to apply. Seeking candidates with experience working on social media, social networks, and other content-focused platforms. We’ve sort of addressed this already, but Substack is a major content platform. Not only is the title for this role not senior enough, but I also don’t think the experience they’re targeting here will adequately set up the person in the role for success (which, you know, could be the point). Also, in this context, Trust & Safety is not a product; it’s a practice. Yikes. > Substack’s compensation package includes a market competitive salary, equity for all full time roles, and exceptional benefits. Our cash compensation salary range for this role is $145,000 - $195,000. This would be laughable for any Head Of role at a company like this, but given they want this persion to be onsite in San Francisco, it’s *really* fucking laughable. Look, I’m not telling you to not apply for this job if it interests you. In fact, I’m not rating it at all because that’s honestly unnecessary at this point. What I *do* want you to do is this: Before you apply, I want you to think very carefully about what it would mean to try to lead the content moderation function at a company that doesn’t believe in content moderation. I want you to imagine logging in every day and having to figure out, in your capacity as the Head of Standards & Enforcement, what kind of content violates your company’s standards when one of your co-founders is doing things like personally recommending the publication of a dude who called the Holocaust humane ([which is, as of today, the #1 history newsletter on Substack](https://substack.com/top/history?ref=supporthuman.cx)). The results of that exercise are no one’s business but yours. We all have economic engines we have to fuel. Just make sure you’re really okay with fueling Substack’s. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* Sadly, none this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Director of Customer Education](https://www.jobs.supporthuman.cx/director-of-customer-education/?ref=supporthuman.cx) SimplePractice · $170k-$190k · Remote, US-Los Angeles, CA Maybe I'm just a cynical bitch (*maybe*, LOL), but their values are pretty woo-wooey, and considering some of the other jobs we've seen from "health and wellness" companies, I'm a little anxious about this one. The Benefits section only lists actual benefits and the benefits themselves are decent, but that's pretty much it for actual info about the company on the Careers page. It's a little underwhelming. > We are seeking a strategic and results-driven Director of Customer Education to lead the development and execution of scalable education programs for our customers. — Job descriptions obviously have tropes just like any other genre of writing, but I feel like I've read this exact sentence so many times recently that I'm no longer playing Bad Job Bingo but a really boring game of Mad Libs. > Reporting to the Chief Customer Officer — Well hey, I love this. It's so rare to see this position in any company (Tech or otherwise), I see it as a green flag. > the ideal candidate will collaborate closely with Customer Marketing, Product Management, and Customer Success to enhance customer engagement and satisfaction. — Ideal candidate statements should detail what qualities and experience the candidate needs to have to be successful, not just a simple statement of what they'll do. AI has ruined job listings, ask me how. Collaboration with Customer Marketing: Work closely with the Customer Marketing team to ensure education initiatives align with broader customer engagement and retention efforts. > Collaboration with Product Management: Partner with Product Management to ensure that customer education materials reflect the latest product updates and enhancements This is also great. This kind of collaboration should be a given, but it so often isn't, so it's nice to see it spelled out. > $170,000 - $190,000 annually — This salary is excellent and actually competitive. See what can happen when you have a CCO? I'm glad that my anxiety was proven unnecessary – this sounds like a great job with great pay and benefits. They do ask for salary expectations, but it's not a required question, so not sure what to make of that. It's not so outstanding that I feel comfortable giving it a **Green Means Go**, but it's a high **Eh, It's Probably Fine**. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-18/?ref=supporthuman.cx) Procurify · $170k-$190k · Remote, CAN-Vancouver, BC Procurify has a well-developed and informative Careers page, including what to expect during the interview process. > Comfortable working independently as well as part of a team in a fast-paced environment Damn, they almost escaped this trap! Alas. > Unlimited responsible time off: Work hard, play harder. All team members can take advantage of our unlimited responsible time off policy. — Struggling on the dismount here. Also, you can't introduce a term like "unlimited responsible time off" and then not explain what it means. What kind of time off counts as responsible? And if time off has to be "responsible," is it really unlimited? The salary is $73,000-$90,000 CAD, which is roughly $51,027-$62,910\. This would be pretty terrible for a CSM in the U.S., but I'm not qualified to say whether this is a good comp in Canada. If you live and work in Canada, please chime in! Overall, this is a solid **Eh, It's Probably Fine**. Aside from a few flags (and asking for salary expectations on the application), it seems like a decent remote role with good benefits. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Customer Experience Associate](https://www.jobs.supporthuman.cx/customer-experience-associate-2/?ref=supporthuman.cx) Melio · "Competitive," not given · Remote, US-Denver, CO Melio's Career page is one in name only; no information about the company, just a list of open roles. > We need dynamic go-getters, eager to conquer the unique challenges of a startup environment, ensuring every customer feels valued and supported. — I'll take "Which job description was written by AI?" for $800, Alex. > Here, your role transcends typical customer experience duties; as a pivotal part of our team, you'll be actively involved in brand-building, retention and turning every customer interaction into a moment that defines and enhances the Melio brand. — Mmmhmm. The salary better transcend the typical customer experience salary, then. > Comfortable in a fast-paced startup environment, while being able to stay patient while managing a variety of situations — Better come with startup pay. > We don’t just solve issues, we consider ourselves Brand Builders and this differentiates us from the competition. — The pay better differentiate you from the competition, etc., etc. > Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. The annual base salary range for this position is $45,000 - $55,000 — \* stares at camera\* Yeah, no. Tread Carefully. ## **BINGO** *Welp.* #### [Technical Support Analyst](https://www.jobs.supporthuman.cx/technical-support-analyst/?ref=supporthuman.cx) Tabs · "Competitive," not given · Remote, US-NYC, NY > We’re looking for a highly capable, fast-thinking Technical Support Analyst to help manage the increasing volume of technical support requests from our merchants (a Tabs customer). Why do you have to start off with ableism? Is it *really* necessary for this person to be "fast-thinking"? What does that even mean? > If you thrive in high-stakes, fast-paced environments, love solving problems and are obsessed with providing merchants with a world-class experience, we want to hear from you! "High stakes" in a job like this means the product doesn't work, or only works enough to be dangerous. You're there as a human shield between the customer and the product, and I promise that isn't even as fun as it sounds. > This role is perfect for someone with a sense of customer empathy A single sense of empathy. Just one. > comfortable in ambiguity, and a desire to help merchants solve complex problems. — You'll get zero support and will be expected to make the product work anyway. SO FUN. > Resolve complex support issues from merchants via email, Slack, and chat, ensuring fast, clear, and accurate responses. — Oh god, chat as a channel for solving complex financial issues sounds like a nightmare. I will, however, give them points for offering examples work that will be done in the role. That's rare to see and a helpful way for candidates to determine whether they're really interested in the job. > Exceptional problem-solving skills—you’re resourceful, detail-oriented, and able to think on your feet. — They keep saying this and I think the major problem is that they're not being specific enough. If you can give examples of work, then it stands to reason you can be clear about the kinds of problems candidates will face. For instance, they could said that candidates need experience with data reconciliation, accounting practices, invoicing, etc."Problem-solving" is so nebulous as to be useless. > Ability to manage high ticket volume while maintaining high-quality responses. — This is a red flag. In a financial product like this, you can have a fast response rate or you can have high-quality responses. Unless you are *very* robustly staffed, you can't have both. > Ability to thrive under pressure, quickly assess problems, and deliver solutions in real-time. Experience working in a fast-paced startup or technical environment preferred. — The number of times they've repeated this is its own red flag. Still no salary, still a BINGO. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-17/?ref=supporthuman.cx) Tabs · "Competitive," not given · Remote, US-NYC, NY > Innovate In-Person: Collaboration requires an open and safe forum for the best ideas to emerge — This is a weird and confusing value - what does being in person have to do with collaboration? I'm not saying there's no possible connection, just that if your value calls out working in-person specifically, you should explain why. > Build the best vision: Ideate and debate where the world can go, then urgently execute to realize that future — Y'all. What. > Growth from Discomfort: Progress comes when we step out of our comfort zone — I dunno, this being a value in context with these others feels like a red flag. > Complimentary meals Free lunch and dinner in the office DINNER in the office? No thank you please. > Regular team events - We work hard and play hard — NOT A BENEFIT and also I HAVE CONCERNS > If you're interested in the intersection of industry-leading AI with B2B finance and automation technology, let's talk. — Oh yeah, okay. That checks out. > Deploy customer success strategies to ensure an outstanding customer experience with Tabs, driving customer satisfaction and retention. — I'll take "Which job description was written by AI?" for $1000, Alex. > Actively engage with clients to anticipate their needs and provide solutions that enhance their experience, while also being responsive to support tickets and inquiries via Slack to address immediate issues. I think the AI is confused about what Customer Success does. > Set the strategy and monitor success: Help define clear objectives and key results for the customer success function, adjusting strategies in response to evolving business needs and customer feedback. — This is not an IC duty, and they are not at all clear if this is a regular CSM role (with that standard title) or if it's an honest-to-god manager role. I think the AI IS just real confused. > A proactive self-starter who thrives in ambiguous environments and is skilled at building functions from the ground up. — So many flags, so little time. > Eager to learn, adapt, and scale within a fast-paced, evolving startup atmosphere. — "Hey ChatGPT, give me alternatives to saying 'dynamic environment.'" "Competitive compensation and equity" with no salary based in Manhattan. LOL K. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* Thankfully, none this week. ### Support Operations Lead URL: https://supporthuman.cx/jobs/support-operations-lead/ Last updated: 2026-08-08T00:06:22.000Z Location: Miami ## [Blacklane](https://www.blacklane.com/en/career/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Blacklane's Careers page is pretty bare-bones, with very little actual useful information, not unlike this job description! No information on where work will take place or work hours, no mention of benefits, and no salary information. BINGO it is. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/23mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Operations Lead](https://boards.greenhouse.io/blacklane/jobs/7855309002?ref=supporthuman.cx) This role will support Blacklane’s Partner Support team by managing the daily operations which enable our existing global partners to continue developing their partnership with us. The functions of this team include, but are not limited to: - Review of compliance related documents - On & Offboarding of vehicles, chauffeurs and partners - Responding to inbound queries received via email and chat - Executing ad hoc project requests from stakeholders This individual will use critical thinking and data analysis to implement strategies for continuous improvement to deliver world class service aligned with Blacklane’s quality standards. This role will report into the Head of Partner Support. **YOUR CHALLENGE:** - Manage the daily oversight of Blacklane’s Partner Support team currently operating 24 hours a day, 5 days a week via business process outsourcing (BPO). - Act as the primary point of contact for escalations, optimizing processes, and driving efficiency. - Analyze & manage data to monitor team and individual performance against key performance indicators (KPIs) and service level agreements (SLAs) - Hold regular 1:1s with direct reports to drive performance and skill development - Make recommendations to management based on findings and assist to implement them - Collaborate with the team’s Program Managers to implement strategies for continuous improvement for our support specialists **ABOUT YOU:** - Bachelor’s degree. Degrees related to Sociology, Organizational Leadership and/or Management a plus - 2+ years of managing a real-time, customer support team. Experience with BPOs is a plus. - 2+ years of project management and/or process improvement experience - Fully competent in Microsoft Office and Google Workspace. Strong Excel/Google Sheets skills are a must - Ability to manage multiple tasks simultaneously and prioritize workload - Experience with customer support platforms, troubleshooting and escalation resolution. Familiarity with Intercom and Salesforce is a plus - Strong business writing and communications skills - Must be able to analyze vendor performance reports, identify KPIs, and use them to spot trends and opportunities for improvement **MORE THAN A JOB:** We are Blacklane, providers of premium global chauffeur services. Our mission is to create true peace of mind for discerning travellers by delivering perfect experiences around the world and to inspire a better future. Blacklane is offering airport transfers, City-to-City commutes, In-city mobility chauffeur hailing and Chauffeur-by-the-hour in over 50 countries globally, either pre-booked or on-demand. Whether it’s for business or pleasure, Blacklane and its 300 employees and tens of thousands of chauffeur partners have the right premium transportation service for you. By changing how people move, we opened up new opportunities for our chauffeur providers and set industry standards for climate protection in the travel industry. **Working at Blacklane**: We prioritize fostering a strong company culture that promotes collaboration, innovation, and meaningful connections among our employees. Our offices in Berlin and Dubai serve as a central hub where employees come together to collaborate, build relationships, and participate in cultural events that reinforce our shared values. For our employees outside these geographies we promote having a hub life where our employees come together in their specific locations as we believe this plays a crucial role in supporting employee well-being, facilitating career development opportunities such as shadowing and mentorship programs, and nurturing a sense of belonging within our team. We are committed to creating a workplace where every individual feels valued, supported, and empowered to contribute their best work. Through our dedication to cultivating a strong company culture, we aim to drive engagement, productivity, and success across the organization and also offer the following: - **Continuous Learning**: We believe that open and actionable feedback is the essential component of continuous development. Set your personal development plan and take an active role in our internal learning communities to progress your career. - **Flexible Working:** Even the most ambitious Blacklaner needs some time to unwind. Find out what works for you and your team with flexible working hours and home office days. - **Become Part of the Crew**: Get to know your fellow Blacklaners through our regular team socials. Our success comes from a collaboration of more than 350 people from 70 nations and we are looking for more exceptional people to join us! - **Employee Stock Options Plan**: We want all Blacklaners to benefit from the company's success, so every employee gets virtual stock options. - **Fair Remuneration**: We’ve banded salary levels and matched them to the local costs of living, meaning you’re always paid fairly and you know that the rest of the crew is too. - **Sustainability**:We care for both people and the planet, having launched the mobility's industry-first global carbon offset scheme in 2017\. Blacklane plans to deliver 35% of global rides in EVs by year-end 2024, and 50% by the end of year 2025. - **Equal Opportunity:** We are committed to inclusion and diversity. A company is only as strong as its crew, so we developed a work environment that is inclusive, inspiring and open. All qualified applicants receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. - **Blacklane Cares day:** Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects. Utilize your time to lend hands to a cause that drives your passion. ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-10/ Last updated: 2026-08-07T22:09:04.000Z ## [Finix](https://finix.com/careers?ref=supporthuman.cx) | $85,000-$115,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Finix is on a mission to create the most accessible financial services ecosystem in history. I'm going to say that striving for ridiculous and overblown feats of scale is just "our business is going to change the world!" in more flamboyant clothing. > To accelerate access to payments and fintech for the greater good, we need to remove the technical, compliance, regulatory, and global barriers to entry. I *think* I get what they're trying to say, but it also kind of reads to me as "we should be able to do whatever we want." > Here are some of the values you’ll find among the talented group of Finixians (yes, that’s what we call ourselves) *\*sigh\** Okay. > Our customers trust us with their businesses and their livelihoods. We don’t rest so that our customers can. But like, what does this \*mean\*? Do y'all just never nap? > Open, Honest, & Direct We don’t stand for corporate politics. We say what we mean and mean what we say, but we always do it in a respectful manner. I have a bad feeling about this. > Act Like An Owner ...because you are one! Hold yourself and others accountable. And absolutely never say “that’s not my job.” BUT SOME THINGS ARE NOT, AND SHOULD NOT BE, YOUR JOB. > Always Hungry & Hustling We live with a sense of urgency and abhor complacency. Where others see walls we see opportunity. We work hard but enjoy the ride! I'm getting burned out just reading this Careers page. > We know feeling well in the mind, body, and spirit fuels creativity, passion, and hustle. What is with these Benefits statements today? Jesus Christ. > This hybrid role entails working in the office 4 days per week in our San Francisco HQ. You know this tune: 4 days a week in the office is an onsite role with one day of telework authorized. [Now for the chorus!](https://youtu.be/WcWM%5F1hBu%5Fc?si=Hf3KrBrXsdibEFc6&t=50&ref=supporthuman.cx) > Collaborate with the Revenue, Product, and Engineering teams on projects, features, and tasks along with managing the Hubspot queue and answering tickets Tickets in Hubspot? Ugh. That physically hurts to think about. > BS/MS in Computer Science, Engineering, or similar experience (Open to DevBootcamp graduates and non-college graduates) Oh, cool, so this must have an engineer's salary then, right? RIGHT? > Comfortable working in a fast pace environment and interacting with a high volume of customers every day, team-oriented, and hungry to learn A "fast pace" environment with high-ticket volume in...Hubspot. Woo! > Base Salary Range: $85,000/yr to $115,000/yr USD ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/kristen-wiig-bridesmaids.gif) Look, I'm being *kind* by only putting this in BINGO. [Newsletter Issue](https://www.supporthuman.cx/p/23mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://jobs.lever.co/finix/66f151ac-b725-4ea8-b6c8-9d69162ca759?ref=supporthuman.cx) About UsMove money. Make money. Finix is a full-stack acquirer processor, empowering businesses of all sizes with flexible, modern payment solutions. Processing billions of dollars annually, Finix enables SaaS, marketplace, and e-commerce platforms to accept payments, manage payouts, and onboard merchants seamlessly. With our no-code, low-code, and developer-friendly tools, businesses can get up and running in hours—not months. Finix has raised over $175M, including a $75M Series C led by Acrew Capital, with participation from Lightspeed Venture Partners, Leap Global, American Express Ventures, Bain Capital Ventures, Homebrew, Inspired Capital, Sequoia Capital, Visa, and others. **About the role:** At Finix, we build for scale and develop systems that can process tens of thousands of events per second. Our systems move millions of dollars per day. We iterate quickly and constantly release new features with little to no margin for error.As a member of the Support Engineering Team, you are the front line and the face of Finix. You will interact with customers daily and help them on their path to becoming payment facilitators, all while simultaneously improving the product through feature requests. This is a cross-functional role and you will be collaborating across multiple teams including but not limited to our Revenue, Product, and Engineering teams. We are looking for a candidate who is a payment nerd or is interested in being one. Additionally, successful candidates are natural problem-solvers and show a curiosity about how the industry works. They are excited to help our customers build their own perfect payments stack. *This hybrid role entails working in the office 4 days per week in our San Francisco HQ.* **You will:** - Collaborate with the Revenue, Product, and Engineering teams on projects, features, and tasks along with managing the Hubspot queue and answering tickets - Troubleshoot, debug, and document technical customer issues and solutions - Build strong relationships with Finix users, work with them to resolve their issues including identifying product gaps and enhancement, and work to implement solutions and improvements - Act as a customer advocate in cross-functional product meetings - Engage and participate in team learnings to better understand the payments ecosystem **You have:** - BS/MS in Computer Science, Engineering, or similar experience (Open to DevBootcamp graduates and non-college graduates) - Experience working with RESTful JSON APIs, Curl Commands, SQL, scripting languages, debugging, log aggregators, and web technologies - Strong written and verbal communication skills. You believe in being open, honest, and direct in your communications - Comfortable working in a fast pace environment and interacting with a high volume of customers every day, team-oriented, and hungry to learn - Strong foundational knowledge of APIs and can explain the concept to a five-year-old easily - Experience with ticketing tools such as Hubspot **Bonus points if you have:** - Previous experience working for SaaS companies - Payments experience - Python, Ruby, and/or JavaScript experience Finix is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected class. Role: Support EngineerLevel: IC3Location: San FranciscoBase Salary Range: $85,000/yr to $115,000/yr USD + equity + benefits Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries at our headquarters in San Francisco, California. Individual pay is determined by work location, job related skills, experience, and relevant education or training. ### Bilingual Client Engagement Senior Specialist URL: https://supporthuman.cx/jobs/bilingual-client-engagement-senior-specialist/ Last updated: 2026-08-07T22:09:06.000Z ## [Valon](https://valon.com/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Do what’s best for Valon > We always do what’s best for the business. We prioritize Valon’s long-term success over personal or departmental interests. Every decision should keep in mind what’s globally optimal for Valon. I can't put my finger on what disturbs me about this value, except that I thought, "Mmm, tastes like capitalism!" when I read it. > Health Benefits > Health, dental, and vision insurance are all company-sponsored to keep you healthy and strong. ...to work, monkey, work? (I'm sorry, I swear I'm not being hyper-critical on purpose. But what a weirdly menacing way to phrase that!) > The Client Experience team is a group of organized and altruistic individuals I do not ever want to be described as altruistic by the company that's paying me in exchange for labor. > Whether taking ownership of collections, managing default processes, or solving homeowner issues in real time, the team acts as a bridge between Valon and our homeowners. LOL. The picture is becoming clearer. > Identify and locate delinquent accounts using credit bureau information, loan documents, background checks, and other sources and databases. > Determine if we're able to collect past-due payments. > Collect payments on or set up repayment plans for delinquent accounts—and update records once the loan is current. Oof. I mean, if that's the role, then that's the role, but. Oof. > Compensation: Competitive salary and a 401(k) plan—with a 4% annual match! If the salary is competitive, then why can't you say what the salary is? Y'all. > Hours: No weekends or late nights required! Okay, now I \*really\* want to know what the salary is. > Grow together: We set new employees up for success with our company-wide New Hire Orientation! Oh for fuck's sake. You don't get brownie points for teaching people how to do the job they were hired to do. I award you negative points. Look, this company sounds weird, the role sounds weird, and the fact that they can't tell you what the pay is is weird. We've got a weird club sandwich of a job listing here, is what I'm saying. I'm calling this a **BINGO**. **Note:** There's also a Bilingual Client Engagement Specialist open in Phoenix, but they have identical job descriptions, so I have no idea what makes this one senior and the other not. Same with the Client Engagement Senior Specialist and Client Engagement Specialist roles. [Newsletter Issue](https://www.supporthuman.cx/p/23mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Bilingual Client Engagement Senior Specialist](https://job-boards.greenhouse.io/valon/jobs/4370051006?ref=supporthuman.cx) **About the Company** Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re creating a world where home ownership comes with ease, security, and financial know-how. Our growing team of engineers, operators, product enthusiasts, and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time. **Client Experience at Valon** The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections, managing default processes, or solving homeowner issues in real time, the team acts as a bridge between Valon and our homeowners. Equipped with extensive knowledge of the mortgage industry, each member prides themselves on embodying Valon’s mission of championing homeownership. **About the Role** We’re seeking a Bilingual Client Engagement Sr. Specialist to navigate inbound and outbound homeowner communications in a professional, efficient, and friendly manner. The ideal candidate is able to shift seamlessly between the responsibilities of the Customer Service and Collections teams. **Responsibilities** - Research and resolve homeowner issues using our top-of-the-line internal mortgage servicing system. - Document all homeowner communications. - Promote Valon-specific products and services—with a strong focus on satisfaction. - Identify and locate delinquent accounts using credit bureau information, loan documents, background checks, and other sources and databases. - Determine if we're able to collect past-due payments. - Collect payments on or set up repayment plans for delinquent accounts—and update records once the loan is current. **Ideal Background** - Previous mortgage servicing experience. **Minimum Qualifications** - 1-2 years of customer service experience in mortgage servicing - High school diploma or equivalent. - Bilingual proficiency in English and Spanish. - Strong oral communication skills. - Attention to detail. - Ability to collaborate with other business areas and team members. **Benefits** - Compensation: Competitive salary and a 401(k) plan—with a 4% annual match! - Hours: No weekends or late nights required! - Generous amount of paid time off: 17 days of paid time off, 5 additional paid sick days, and 11 paid company holidays! - Health & well-being: We’ll invest in your physical and mental well-being with comprehensive, low-cost medical, dental, & vision benefits—and an EAP for additional support! - Food & meals: In-office snacks and drinks (and Bagel Fridays)! - Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews. - Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)! #z *Throughout the interview process, please remember that emails will only be from* [*valon.com*](http://valon.com/?ref=supporthuman.cx) *emails. We won't ever be asking for any personally identifiable information during the interview process itself. Please reach out to talent@valon.com if you have any requests to verify the authenticity of an outreach.* *Valon is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Valon makes hiring decisions based solely on qualifications, merit, and business needs at the time.* ### Director of Customer Support URL: https://supporthuman.cx/jobs/director-of-customer-support-3/ Last updated: 2026-08-07T22:09:07.000Z ## [Moniepoint](https://moniepoint.com/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Don't love that the benefits section is titled "Perks of being on the dream team" – say it with me: benefits are not perks! Also some odd inclusions, like "portfolio of projects that matter" (work is not a benefit), team-building activities (also not a benefit, wut), and "Dope Merch!" (y'all, this is its own flag for a reason). I will give them points for making the interview process clear, though the section itself is buggy as hell and hard to read, so...points subtracted, I guess? There's a well-produced recruiting video on their [Culture page](https://moniepoint.com/culture?ref=supporthuman.cx), but I can't decide if I think it's cute or a little sexist, because while the gentleman going through why you should work at Moniepoint is charming, he spends a decent chuck of it tut-tutting at a woman helping him, who is silent the whole time save a single line spoken off-camera. I'll let you make up your mind on this one. > Manage and develop a growing team of customer support professionals, currently composed of nine agents and three team leads based in Nigeria, with potential to double or triple as we scale. I genuinely love the team lead-to-agent ratio there! It's unlikely they'll be able to maintain that ratio as they scale, but that's a good sign for how the company approaches management and coaching. > Ensure the team is trained and meets industry standards for customer care within three months, while driving toward operational excellence within six months. This is a very ambitious timetable, but given the size of the team, could be doable. > We’re defining success as our Director of Customer Support building one of the best customer success/support teams in UK fintech. It's good that they have an idea of what success means to this role early, but I do hope they also have more specific and achievable definitions of success, because otherwise how will they determine whether they have the best customer success/support team in UK fintech? > Establish and maintain industry-leading SLAs > Continuously monitor and improve key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), striving to be in the top quartile of UK fintechs. Okay, nevermind! Those are decent and achievable measures of success. So I'm actually torn on this one. This sounds like a really interesting role with an earnest company, with some neat travel opportunities thrown in. However, since I'm still unsure of what I think about the recruitment video and there's no salary transparency, I'm going to put this in a very tentative **Tread Carefully**, with the caveat that you could probably clear up any concerns pretty easily in the interview process. [Newsletter Issue](https://www.supporthuman.cx/p/23mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director of Customer Support](https://job-boards.eu.greenhouse.io/moniepoint/jobs/4535462101?ref=supporthuman.cx) **Who we are** Moniepoint Group was recently ranked the fastest-growing fintech in Africa by the Financial Times in 2024\. We’re proud to announce Visa has joined our $110 million Series C funding round as a strategic investor, alongside Google’s Africa Investment Fund. With their support, we’re well-positioned to expand globally and create transformative products that solve meaningful problems in Africa and beyond. Our mission is to drive financial inclusion and help millions of small businesses and individuals in Africa achieve financial empowerment. Building on our profitable success in Nigeria, we’re now launching a global multi-currency account and cross-border payments product. This is an incredible opportunity to join one of the most promising fintechs working on solving problems at the heart of financial inclusion. As our Director, Customer Support, you’ll play a pivotal role in shaping our customer support operations for this exciting global multi currency account product vertical, effectively building the foundation for a world-class customer support organization from scratch. **Location**: London (hybrid, 2-3 days a week at the office). We're open to considering candidates outside of London, who would work primarily remote, with 1-2 visits to the office per month. Travel quarterly to Nigeria will be necessary as well, including several times in the first quarter, and quarterly trips there-after. We’re based in a modern office near Southwark station in downtown London. **About the role** As Director of Customer Support, you will define, deliver, and scale a best-in-class customer support organization for our global multi-currency account business, which is the single most important agenda for our company which will define the future of cross border payments. You’ll be responsible for building the infrastructure, processes, and team to support customers with a high-quality experience across multiple channels, including live calls, chat, and social media. **Your responsibilities will include:** - Build a high-performing customer support function from the ground up, overseeing tools, processes, and performance metrics. - Manage and develop a growing team of customer support professionals, currently composed of nine agents and three team leads based in Nigeria, with potential to double or triple as we scale. - Implement and optimize support tools such as Zendesk to improve ticketing, response times, and overall service quality. - Ensure the team is trained and meets industry standards for customer care within three months, while driving toward operational excellence within six months. - Regularly conduct training sessions to upskill team members and maintain high performance across all channels. - Collaborate with cross-functional teams to align customer support initiatives with broader product and business goals. - We’re defining success as our Director of Customer Support building one of the best customer success/support teams in UK fintech. - Establish and maintain industry-leading SLAs - Continuously monitor and improve key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), striving to be in the top quartile of UK fintechs. - Travelling quarterly (for weeks at a time, if necessary) to conduct team trainings and to spend time on the ground with your organization **We’re looking for someone with:** - 5+ years of experience leading customer support teams within consumer fintech. Start up / scale-up experience is an absolute must have. - Proven experience managing remote teams, particularly across global or emerging markets. You must have experience managing leads, and managing a team of at least 10 agents in the past. - Demonstrated ability to build and scale customer support functions from scratch, including selecting and implementing necessary tools and systems. - Familiarity with support infrastructure like Zendesk and other ticketing systems. - Hands-on leadership style with a focus on empathy, collaboration, and developing team capabilities. - Willingness to travel frequently to meet with team members and support the development of on-site capabilities as needed - Culture fit - someone who embodies our values of grit, no ego, technical depth, curiosity, and passion. If you’re a hands-on, empathetic leader with experience in scaling customer success teams and a passion for delivering exceptional customer experiences in fintech, we’d love to hear from you. **What we can offer you** - Culture -We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human. - Learning - We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks. - Compensation - You’ll receive an attractive salary, monthly bonus, pension, health insurance, and 25 days of annual leave. **What to expect in the hiring process** - A preliminary call with one of our recruiters. - A 45-minute interview with our Director of Operations, UK - A 60-minute panel interview with our Head of People and our Chief Compliance Officer, UK - A 45-minute interview with your future manager, our CEO, UK. *Moniepoint is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.* ### Head of Global Support URL: https://supporthuman.cx/jobs/head-of-global-support/ Last updated: 2026-08-08T00:06:01.000Z Location: San Francisco ## [Zip](https://ziphq.com/careers?ref=supporthuman.cx) | $160,000-$220,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > We are looking for a highly motivated and results-driven Global Head of Support As opposed to a candidate whose personal idol is The Dude? > Reporting directly to the CCO, you’ll play a pivotal role in shaping the future of our support operations. Does this mean they have a Chief Customer Officer? That would be cool, but it's rare in Tech. I wish hiring managers would remember that candidates don't have a magical understanding of their company's inner workings and spell this stuff out. If they \*do\* have a CCO and the Head of Support's job is to develop and execute a global strategy, I'm curious what the CCO is doing. > You will also build out our Product Support Engineering function, aiming to reduce the volume of issues requiring involvement from Engineering, Product, and Design teams (EPD). I'm sorry, the *fuck*? You want this role to build out its own completely separate product development function to fix a product so seemingly broken that even the Engineering, Product, and Design teams don't want to deal with it anymore? ARE YOU KIDDING ME (ALSO ALSO as the Head of Support? What in the crackerjack hell is the CCO doing?) > Lead, mentor, and manage the global support team in multiple regions. This is a bonkers requirement for any organization (how is one person supposed to mentor entire teams of people in different regions globally?) but ALSO when, pray tell, will they have time to mentor anyone as they're creating an entirely new company within a company? > Work closely with the CCO and Engineering to align support objectives with the company’s broader goals. Collaborate with senior leadership to ensure that customer feedback and support insights inform product development and operational improvements. Do you mean work closely with the teams you're supposed to be working to cut yourself off from? I am confusion. > Drive the scaling of the support organization from 5 to 50+ people, ensuring that the right processes, systems, and tools are in place for efficient and effective global support operations. The BJB Board of Directors pointed out that this ought to be, at minimum, a VP role and I am increasingly in agreement. > Customer-Centric Culture: Foster a customer-first mentality throughout the organization, ensuring that every member of the support team is empowered to deliver excellent customer experiences. How is this role supposed to do that when a major portion of the company doesn't want anything to do with customers or – apparently – the product they created? > Hands-on experience in building out and optimizing product support functions, with a focus on reducing engineering, product, and design intervention. Let me rewrite that for you: "Experience winding down support operations for a company going out of business due to poor product-market fit." > In-depth knowledge of the unique challenges and requirements of scaling support in a fast-paced, high-growth SaaS environment. "...with absolutely no support from the rest of the company." > The salary range for this role is $160,000-$220,000. [![Scene from Glass Onion in which Benoit Blanc says, "it's so dumb." Birdie replies, "It's so dumb, it's brilliant!" And Blanc yells back, "No! It's just dumb!"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/glass-onion-its-just-dumb-1-1.webp)](https://www.reddit.com/r/MemeTemplatesOfficial/comments/10l6us1/glass%5Fonion%5Fits%5Fjust%5Fdumb/?ref=supporthuman.cx) Glass Onion meme courtesy of [r/MemeTemplatesOfficial](https://www.reddit.com/r/MemeTemplatesOfficial/?ref=supporthuman.cx) I think it probably goes without saying, but this is a firm Seriously, Maybe Don't. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/23mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Head of Global Support](https://jobs.ashbyhq.com/Zip/7741d431-02e4-48c5-b5cf-733fbdae9e3b?ref=supporthuman.cx) The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses. Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend. We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us! **The Role** We are looking for a highly motivated and results-driven Global Head of Support to lead the expansion and optimization of our support function across all regions. You will be responsible for developing and executing a global strategy that drives customer satisfaction, improves operational efficiency, and scales the support team effectively. Reporting directly to the CCO, you’ll play a pivotal role in shaping the future of our support operations. In this role, you will establish the necessary tooling, processes, and analytics frameworks to measure and improve support performance. You will also build out our Product Support Engineering function**,** aiming to reduce the volume of issues requiring involvement from Engineering, Product, and Design teams (EPD). The ideal candidate will have proven experience scaling a support organization, a data-driven mindset, and a deep understanding of the challenges and opportunities in an Enterprise SaaS environment. **You Will** - Lead, mentor, and manage the global support team in multiple regions. Ensure that global processes, tools, and systems are consistent and optimized. - Work closely with the CCO and Engineering to align support objectives with the company’s broader goals. Collaborate with senior leadership to ensure that customer feedback and support insights inform product development and operational improvements. - Drive the scaling of the support organization from 5 to 50+ people, ensuring that the right processes, systems, and tools are in place for efficient and effective global support operations. - Establish and optimize tooling, processes, and workflows that enable the support team to deliver consistent, high-quality service to customers across multiple regions. - Design and develop the Product Support Engineering function, aimed at reducing the dependency on Engineering, Product, and Design teams by improving issue resolution quality and processes. - Build robust tracking and reporting systems to measure support performance, analyze trends, and implement actionable insights to continuously improve the support function. - Continuously identify bottlenecks or inefficiencies in the support process and implement improvements. Drive key performance metrics such as response time, resolution time, customer satisfaction (CSAT), and first contact resolution (FCR). - Customer-Centric Culture: Foster a customer-first mentality throughout the organization, ensuring that every member of the support team is empowered to deliver excellent customer experiences. - Ensure that the best practices in support operations are maintained and continuously improved across different regions, leveraging your experience in scaling small support teams in high-growth environments. **Qualifications** - 7+ years of experience in customer support, with a minimum of 5 years in leadership roles. Ideally, you have experience scaling a support organization (from 5 to 50+ people) in anEnterprise SaaS company. - Demonstrated success in tracking, analyzing, and improving support performance. Expertise in designing and implementing performance dashboards and metrics that drive operational improvements. - Hands-on experience in building out and optimizing product support functions, with a focus on reducing engineering, product, and design intervention. - Proven ability to manage, coach, and scale support teams across different regions. Strong leadership skills, with the ability to inspire and align teams globally toward a common vision. - Expertise in developing and scaling support processes, including the selection and implementation of support tools and platforms. - Strong analytical skills with the ability to work with data to derive insights and drive continuous improvement. Experience with analytics platforms and performance reporting. - In-depth knowledge of the unique challenges and requirements of scaling support in a fast-paced, high-growth SaaS environment. - Exceptional written and verbal communication skills, capable of presenting complex ideas to both technical and non-technical stakeholders. - A passion for building and scaling support functions, with the excitement to apply your expertise in a rapidly growing company again.The salary range for this role is $160,000-$220,000\. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise. **Perks & Benefits** At Zip, we’re committed to providing our employees with everything they need to do their best work. - 📈 Start-up equity - 🦷 Full health, vision & dental coverage - 🍽️ Catered lunches & dinners for SF employees - 🚍 Commuter benefit - 🚠 Team building events & happy hours - 🌴 Flexible PTO - 💻 Apple equipment plus home office budget - 💸 401k plan *We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!* ### Work, monkey, work URL: https://supporthuman.cx/p/work-monkey-work/ Last updated: 2026-10-02T18:17:12.000Z Oh, hi! Did you miss me? If you’re on LinkedIn, you’ve seen this already, but: It’s been some rough forever, erm, months since November, and I’ve been licking my wounds and trying to treat an ongoing case of burnout. I’d actually intended to publish an issue of the newsletter on its one year anniversary (January 14th!), but then I decided to break my ankle that day instead. (Boy, the things writers will do to avoid writing, amiright?) But I’m now recovering and figured it was time to get back in the saddle. It’s a light issue bringing us back, but I figured something is better than nothing. This issue also brings a new feature at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx): I now tag jobs with 👻 **Ghost Job?** when I suspect the company’s not actually hiring for it, and these suspicious jobs have their own category on the site now (meaning you can filter them out when looking at job results if you’d like). Thanks for hanging in with me, and I hope you enjoy! ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* Sadly, none this week. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Director of Customer Support](https://www.jobs.supporthuman.cx/director-of-customer-support-3/?ref=supporthuman.cx) Moniepoint · "Competitive," not given · Hybrid, UK-London Don't love that the benefits section is titled "Perks of being on the dream team" – say it with me: benefits are not perks! Also some odd inclusions, like "portfolio of projects that matter" (work is not a benefit), team-building activities (also not a benefit, wut), and "Dope Merch!" (y'all, this is its own flag for a reason). I will give them points for making the interview process clear, though the section itself is buggy as hell and hard to read, so...points subtracted, I guess? There's a well-produced recruiting video on their [Culture page](https://moniepoint.com/culture?ref=supporthuman.cx), but I can't decide if I think it's cute or a little sexist, because while the gentleman going through why you should work at Moniepoint is charming, he spends a decent chuck of it tut-tutting at a woman helping him, who is silent the whole time save a single line spoken off-camera. I'll let you make up your mind on this one. > Manage and develop a growing team of customer support professionals, currently composed of nine agents and three team leads based in Nigeria, with potential to double or triple as we scale. — I genuinely love the team lead-to-agent ratio there! It's unlikely they'll be able to maintain that ratio as they scale, but that's a good sign for how the company approaches management and coaching. > Ensure the team is trained and meets industry standards for customer care within three months, while driving toward operational excellence within six months. — This is a very ambitious timetable, but given the size of the team, could be doable. > We’re defining success as our Director of Customer Support building one of the best customer success/support teams in UK fintech. — It's good that they have an idea of what success means to this role early, but I do hope they also have more specific and achievable definitions of success, because otherwise how will they determine whether they have the best customer success/support team in UK fintech? > Establish and maintain industry-leading SLAs; Continuously monitor and improve key performance indicators (KPIs) such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), striving to be in the top quartile of UK fintechs. — Okay, nevermind! Those are decent and achievable measures of success. So I'm actually torn on this one. This sounds like a really interesting role with an earnest company, with some neat travel opportunities thrown in. However, since I'm still unsure of what I think about the recruitment video and there's no salary transparency, I'm going to put this in a very tentative **Tread Carefully**, with the caveat that you could probably clear up any concerns pretty easily in the interview process. ## **BINGO** *Welp.* #### [Customer Success Manager (Technical)](https://www.jobs.supporthuman.cx/customer-success-manager-technical/?ref=supporthuman.cx) Zip · $100k-$140k · Onsite, US-NYC, NY > Our curious, creative team is dedicated to un-complicating procurement so companies can innovate faster and change the world. Welp, a red flag right up front. What a way to dive back into Bad Job Bingo! > Our aim is to find brightness and joy in every project and build from that place. We are serious about our fun and bring joy to finance and procurement experiences that truly stand out. — Because when I think finance and procurement, fun is my next thought. The Benefits list is at least actually mostly benefits, but I do wonder at the order they put these in – for instance, Start-up equity comes before Health, vision, & dental coverage. The Careers page is otherwise mostly fine, if not standard, mildly informative corporate fare. > B2B SaaS experience in a high-paced environment is a benefit. — What does a high-paced environment mean to you, Zip? If you want the experience, you should be able to articulate what that experience should look like. > Creative problem solver while being attentive to details — You mean like consistently and properly constructing and punctuating sentences? > Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality ) — Ehhhh. I know it's a startup, but...ehhhh. > Experience working in a top tier consulting firm or have an MBA — Even in a nice-to-haves, this makes me sigh heavily. Why? Why do you want this experience? Because otherwise it's just unnecessary. (Also, not for nothing, but why do they never consider that someone who's been at a top-tier consulting firm or has an MBA is likely not going to want a CX salary for wear-all-hats work with no clear advancement path? I always wonder what people are thinking when they write stuff like this.) > The salary range for this role is $100,000-$140,000 OTE. — For a commission-based on-site/hybrid role wanting 5+ years of experience in NYC and San Francisco, this is pretty low. How are they planning on these folks actually living in these localities? (And the role listed in Toronto doesn't list salary at all.) This sounds like your run-of-the-mill startup trying to figure out its voice, but given the kind of flags we're seeing, plus the inadequate compensation and the fact that I'm not feeling particularly charitable today, I'm giving this a BINGO. **Steph’s Note:** As noted, hybrid positions with the same title are available in San Francisco and Toronto. However, this position doesn't say anything about where work is expected to be located, so I'm assuming it's on-site. #### [Support Operations Lead](https://www.jobs.supporthuman.cx/support-operations-lead/?ref=supporthuman.cx) Blacklane · "Competitive," not given · Onsite, US-Miami, FL Blacklane's Careers page is pretty bare-bones, with very little actual useful information, not unlike this job description! No information on where work will take place or work hours, no mention of benefits, and no salary information. BINGO it is. #### [Bilingual Client Engagement Senior Specialist](https://www.jobs.supporthuman.cx/bilingual-client-engagement-senior-specialist/?ref=supporthuman.cx) Valon · "Competitive," not given · Onsite, US-Phoenix, AR > Do what’s best for Valon - We always do what’s best for the business. We prioritize Valon’s long-term success over personal or departmental interests. Every decision should keep in mind what’s globally optimal for Valon. — I can't put my finger on what disturbs me about this value, except that I thought, "Mmm, tastes like capitalism!" when I read it. > Health Benefits - Health, dental, and vision insurance are all company-sponsored to keep you healthy and strong. — ...to work, monkey, work? (I'm sorry, I swear I'm not being hyper-critical on purpose. But what a weirdly menacing way to phrase that!) > The Client Experience team is a group of organized and altruistic individuals — I do not ever want to be described as altruistic by the company that's paying me in exchange for labor. > Whether taking ownership of collections, managing default processes, or solving homeowner issues in real time, the team acts as a bridge between Valon and our homeowners. — LOL. The picture is becoming clearer. > Identify and locate delinquent accounts using credit bureau information, loan documents, background checks, and other sources and databases. Determine if we're able to collect past-due payments. Collect payments on or set up repayment plans for delinquent accounts—and update records once the loan is current. — Oof. I mean, if that's the role, then that's the role, but. Oof. > Compensation: Competitive salary and a 401(k) plan—with a 4% annual match! — If the salary is competitive, then why can't you say what the salary is? Y'all. > Hours: No weekends or late nights required! — Okay, now I *really* want to know what the salary is. > Grow together: We set new employees up for success with our company-wide New Hire Orientation! — Oh for fuck's sake. You don't get brownie points for teaching people how to do the job they were hired to do. I award you negative points. Look, this company sounds weird, the role sounds weird, and the fact that they can't tell you what the pay is is weird. We've got a weird club sandwich of a job listing here, is what I'm saying. I'm calling this a **BINGO**. Note: There's also a Bilingual Client Engagement Specialist open in Phoenix, but they have identical job descriptions, so I have no idea what makes this one senior and the other not. Same with the Client Engagement Senior Specialist and Client Engagement Specialist roles. #### [Support Engineer](https://www.jobs.supporthuman.cx/support-engineer-10/?ref=supporthuman.cx) Finix · "Competitive," not given · Onsite, US-San Francisco, CA > Finix is on a mission to create the most accessible financial services ecosystem in history. — I'm going to say that striving for ridiculous and overblown feats of scale is just "our business is going to change the world!" in more flamboyant clothing. > To accelerate access to payments and fintech for the greater good, we need to remove the technical, compliance, regulatory, and global barriers to entry. — I *think* I get what they're trying to say, but it also kind of reads to me as "we should be able to do whatever we want." > Here are some of the values you’ll find among the talented group of Finixians (yes, that’s what we call ourselves) — \* sigh\* Okay. > Our customers trust us with their businesses and their livelihoods. We don’t rest so that our customers can. — But like, what does this *mean*? Do y'all just never nap? > Open, Honest, & Direct We don’t stand for corporate politics. We say what we mean and mean what we say, but we always do it in a respectful manner. — I have a bad feeling about this. > Act Like An Owner ...because you are one! Hold yourself and others accountable. And absolutely never say “that’s not my job.” — BUT SOME THINGS ARE NOT, AND SHOULD NOT BE, YOUR JOB. > Always Hungry & Hustling We live with a sense of urgency and abhor complacency. Where others see walls we see opportunity. We work hard but enjoy the ride! — I'm getting burned out just reading this Careers page. > We know feeling well in the mind, body, and spirit fuels creativity, passion, and hustle. — What is with these Benefits statements today? Jesus Christ. > This hybrid role entails working in the office 4 days per week in our San Francisco HQ. — You know this tune: 4 days a week in the office is an onsite role with one day of telework authorized. [Now for the chorus!](https://youtu.be/WcWM%5F1hBu%5Fc?si=Hf3KrBrXsdibEFc6&t=50&ref=supporthuman.cx) > Collaborate with the Revenue, Product, and Engineering teams on projects, features, and tasks along with managing the Hubspot queue and answering tickets — Tickets in Hubspot? Ugh. That physically hurts to think about. > BS/MS in Computer Science, Engineering, or similar experience (Open to DevBootcamp graduates and non-college graduates) — Oh, cool, so this must have an engineer's salary then, right? RIGHT? > Comfortable working in a fast pace environment and interacting with a high volume of customers every day, team-oriented, and hungry to learn — A "fast pace" environment with high-ticket volume in...Hubspot. Woo! > Base Salary Range: $85,000/yr to $115,000/yr USD Look, I'm being *kind* by only putting this in **BINGO**. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Head of Global Support](https://www.jobs.supporthuman.cx/head-of-global-support/?ref=supporthuman.cx) Zip · $160k-$220k · Hybrid, US-San Francisco, CA > We are looking for a highly motivated and results-driven Global Head of Support — As opposed to a candidate whose personal idol is The Dude? > Reporting directly to the CCO, you’ll play a pivotal role in shaping the future of our support operations. — Does this mean they have a Chief Customer Officer? That would be cool, but it's rare in Tech. I wish hiring managers would remember that candidates don't have a magical understanding of their company's inner workings and spell this stuff out. If they *do* have a CCO and the Head of Support's job is to develop and execute a global strategy, I'm curious what the CCO is doing. > You will also build out our Product Support Engineering function, aiming to reduce the volume of issues requiring involvement from Engineering, Product, and Design teams (EPD). — I'm sorry, the fuck? You want this role to build out its own completely separate product development function to fix a product so seemingly broken that even the Engineering, Product, and Design teams don't want to deal with it anymore? ARE YOU KIDDING ME (ALSO ALSO as the Head of Support? What in the crackerjack hell is the CCO doing?) ![Photo of a Snickers bar with the Indeed jobsite logo photoshopped as the filling, below a tweet saying: "PLEASE check your child's candy this Halloween!! Last year I found hundreds of fraudulent job listings marked "remote" that are actually hybrid and that the company never intends to hire for!PLEASE check your child's candy this Halloween!! Last year I found hundreds of fraudulent job listings marked "remote" that are actually hybrid and that the company never intends to hire for!"](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1607.png) ### Customer Success Manager (Technical) URL: https://supporthuman.cx/jobs/customer-success-manager-technical/ Last updated: 2026-08-08T00:05:42.000Z Location: New York City ## [Zip](https://ziphq.com/careers?ref=supporthuman.cx) | $100,000-$140,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Our curious, creative team is dedicated to un-complicating procurement so companies can innovate faster and change the world. Welp, a red flag right up front. What a way to dive back into Bad Job Bingo! > Our aim is to find brightness and joy in every project and build from that place. We are serious about our fun and bring joy to finance and procurement experiences that truly stand out. Because when I think finance and procurement, fun is my next thought. The Benefits list is at least actually mostly benefits, but I do wonder at the order they put these in – for instance, Start-up equity comes before Health, vision, & dental coverage. The Careers page is otherwise mostly fine, if not standard, mildly informative corporate fare. > B2B SaaS experience in a high-paced environment is a benefit. What does a high-paced environment mean to you, Zip? If you want the experience, you should be able to articulate what that experience should look like. > Creative problem solver while being attentive to details You mean like consistently and properly constructing and punctuating sentences? > Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality) Ehhhh. I know it's a startup, but...ehhhh. > Experience working in a top tier consulting firm or have an MBA Even in a nice-to-haves, this makes me sigh heavily. Why? Why do you want this experience? Because otherwise it's just unnecessary. (Also, not for nothing, but why do they never consider that someone who's been at a top-tier consulting firm or has an MBA is likely not going to want a CX salary for wear-all-hats work with no clear advancement path? I always wonder what people are thinking when they write stuff like this.) > The salary range for this role is $100,000-$140,000 OTE. For a commission-based on-site/hybrid role wanting 5+ years of experience in NYC and San Francisco, this is pretty low. How are they planning on these folks actually living in these localities? (And the role listed in Toronto doesn't list salary at all.) This sounds like your run-of-the-mill startup trying to figure out its voice, but given the kind of flags we're seeing, plus the inadequate compensation and the fact that I'm not feeling particularly charitable today, I'm giving this a BINGO. **Note:** As noted, hybrid positions with the same title are available in San Francisco and Toronto. However, this position doesn't say anything about where work is expected to be located, so I'm assuming it's on-site. [Newsletter Issue](https://www.supporthuman.cx/p/23mar25-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager (Technical)](https://jobs.ashbyhq.com/Zip/4265b084-7a5a-4ebf-b53e-3c9b8d9c416d?ref=supporthuman.cx) The simple task of buying software, services, or tools at work has become hopelessly complicated at even the most innovative companies in the world. Today, enterprises spend $120T+ per year globally (>30 times larger than annual consumer e-commerce spend) and rely on vendors more than ever before to run their businesses. Our cofounders started Zip in 2020 to address this seemingly intractable problem with a purpose-built procurement platform that provides a simple, consumer-grade user experience. Within the last 4 years, Zip has created a new category and developed the leading solution in this $50B+ TAM space. Today, the world’s leading companies like OpenAI, Snowflake, Anthropic, Coinbase, and Prudential rely on Zip to manage billions of dollars in spend. We have a world-class team coming from category-defining companies like Airbnb, Meta, Stripe, Salesforce, Apple, and Google. With a $2.2 billion valuation and $370 million in funding from Y Combinator, Tiger Global, BOND, DST Global, and CRV, we’re focused on developing cutting-edge technology, expanding into new global markets, and—above all–driving incredible value for our customers. Join us! **Your Role** We’re looking for a Customer Success Manager to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise customers. As a CSM, you’ll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform, you’ll also get exposure to different types of companies and industries. You will advise customers on how to transform the way they manage B2B purchasing across their business, creating immediate value and efficiency for employees. You will manage a portfolio of clients across all types of clients and be responsible for driving customer success. This role is ideal for you if you enjoy building, creative problem solving, and want to work with a world-class team and customers such as Coinbase, Snowflake, Toast, Northwestern Mutual, Notion, Canva, Samsara, Databricks, Miro, and many more. **You Will** - Define customer business outcomes and partner with our customers to deliver those outcomes on a continuous basis. - Act as a trusted procurement advisor and thought partner to continuously educate and enable our customers on Zip’s platform and procurement best practices. - Identify champions and build relationships with key business stakeholders across Procurement, Finance, Legal, IT/Security, and Privacy/Compliance teams. - Maintain high levels of customer engagement and satisfaction with a focus on customer adoption and loyalty. - Manage customer health based on data-driven adoption metrics. - Partner closely with product and engineering to translate business needs and requirements into new solutions for customers, while skillfully managing customer expectations. - Train and empower customers to be product specialists to become increasingly self-sufficient for their organization. - Partner with Sales to manage renewals to achieve target NRR. - Continuously improve Customer Success assets and processes. We’re an early-stage company, we want people who are excited to build and motivated to up-level the status quo! **Qualifications** - 5+ years of relevant work experience working in customer-facing customer success, account management, or strategic consulting organization. B2B SaaS experience in a high-paced environment is a benefit. - Excellent interpersonal skills and ability to establish quick rapport and trust with customers. - Strong project management skills to manage a dynamic customer portfolio. - Creative problem solver while being attentive to details. - Business process-oriented and ability to think about workflow efficiency (e.g. diagrams, conditionally based logic, etc.). - Proactive team player that is able to identify process gaps and willing to jump in and help wherever needed (company, team, self mentality). **Nice to Haves** - Procurement experience (procurement, sourcing, or vendor management background) and familiarity with procurement technologies such as ERP (Netsuite, Coupa, etc.), HRIS (Workday, etc.), CLM, GRC, JIRA, ServiceNow workflow management tools. - Payments software experience (invoicing, PO creation) and background working with CFOs, Controller, Accounts Payable / Accounts Receivable roles. - Experience with SaaS workflow management tools (low code / no code configuration). The salary range for this role is $100,000-$140,000 OTE. The salary for this position is determined based on a variety of job-related factors that may include location, relevant experience, education, or particular skills and expertise. **Perks & Benefits** At Zip, we’re committed to providing our employees with everything they need to do their best work. - 📈 Start-up equity - 🦷 Full health, vision & dental coverage - 🚠 Team building events - 🌴 Flexible PTO - 💻 Apple equipment plus home office budget - 💸 401k plan *We're looking to hire Zipsters and that means hiring people who take ownership, communicate openly, have an underdog mindset, and are excited to increase the pace of innovation for every business in the world. We encourage all candidates to apply even if your experience doesn't exactly match up to our job description. We are committed to building a diverse and inclusive workspace where everyone (regardless of age, religion, ethnicity, gender, sexual orientation, and more) feels like they belong. We look forward to hearing from you!* ### A Practical Approach to AI Transparency URL: https://supporthuman.cx/portfolio/a-practical-approach-to-ai-transparency/ Last updated: 2026-08-11T18:49:22.000Z AI is all around us now — or at least it feels that way! But it feels that way for good reason. There's a lot of hype *and* a lot of substance behind the technology powering generative AI like ChatGPT and Gemini. Even if there are still a lot of things evolving with AI, it's already an incredibly useful tool that can save us and our customers time, money, and energy. Wading through that hype is the hard part, however. There's so much enthusiasm for the technology that it can be difficult to slow down and consider all of the implications that come with using AI in the real world. Whenever I start consulting for a new company, invariably one of their first questions is, "How can we implement AI to benefit our team and our customers?" My answer to that question is always (with much understanding and humor), "Very carefully." ### You Have, In Your Hands, A Fire Extinguisher URL: https://supporthuman.cx/p/you-have-in-your-hands-a-fire-extinguisher/ Last updated: 2024-11-05T01:00:10.000Z Hello friends. There was no Bad Job Bingo last week or this week, and that's because — as I put it to the folks in ElevateCX — I am but a Steph-shaped mass of anxious goo. I can't focus on anything that's not either election-related or pure brain candy. I'm not here to bring you CX news or belated Bad Job Bingo, although I hope my ability to be funny and useful in that way returns for all of us ASAP. And you may resent my abuse of my email list to send you this message tonight, although I'd remind you that I'm the same person who brought you a 5000-word feature on [how Tech CEOs investing in Trump mirrors Hitler's relationships with German cartels in the Interwar period](https://www.newsletter.supporthuman.cx/p/23jul24-roundup-can-business-hitler?ref=supporthuman.cx), so you know. It’s that kind of newsletter. No, I'm here to remind you that our house is on fire and everyone we love is inside it and your actions tomorrow will decide whether it burns to the ground. You have to vote, and you have to vote for [Kamala Harris and Tim Walz](https://kamalaharris.com/?ref=supporthuman.cx). I'm here to remind you that even if you think we set the fire ourselves, we still have a responsibility to put it out. The only thing the moral high ground gives you is a better view of the apocalypse. Real heroes get smoke in their eyes and soot on their hands. You have to vote. I'm here to remind you that even if you hear sirens in the distance and you're sure those firemen will be here soon to take care of everything, they're not here yet. Grab a garden hose and do your best. You have to vote. I'm here to remind you that even if you think the house and everyone in it is a total loss, that will certainly be true if no one attempts a rescue. You have a duty of care by virtue of just being a human. You have to vote. I'm here to beg you to vote tomorrow. I'm here to beg you to ask everyone you know to vote tomorrow. Our house is on fire. Everyone I love is inside, and I can't save them by myself. I need your help. I need you to vote. Please, please, please vote. Vote for the safety of our kids and our most vulnerable neighbors. Vote not for perfection but for a way forward. Vote for a flawed but tangible future. Vote for Kamala Harris and Tim Walz. ### Voting as Fire Extinguisher *by Kyle Tran Myhre* When the haunted house catches fire: a moment of indecision. The house was, after all, built on bones, and blood, and bad intentions. Everyone who enters the house feels that overwhelming dread, the evil that perhaps only fire can purge. It’s tempting to just let it burn. And then I remember: there are children inside. [**Know your rights when voting:**](https://www.aclu.org/know-your-rights/voting-rights?ref=supporthuman.cx) - If the polls close while you’re still in line, stay in line – you have the right to vote. - If you make a mistake on your ballot, ask for a new one. - If the machines are down at your polling place, ask for a paper ballot. - If you run into any problems or have questions on Election Day, call the Election Protection Hotline: - English: 1-866-OUR-VOTE / 1-866-687-8683 - Spanish: 1-888-VE-Y-VOTA / 1-888-839-8682 - Arabic: 1-844-YALLA-US / 1-844-925-5287 - For Bengali, Cantonese, Hindi, Urdu, Korean, Mandarin, Tagalog, or Vietnamese: 1-888-274-8683 [**Know your rights if you’re a voter with a disability**](https://www.aclu.org/know-your-rights/voting-rights?ref=supporthuman.cx)**.** [**Know your rights if you’re not fluent in English**](https://www.aclu.org/know-your-rights/voting-rights?ref=supporthuman.cx)**.** [**Know what to do if you experience voter intimidation**](https://www.aclu.org/sites/default/files/field%5Fpdf%5Ffile/kyr-voterintimidation-v03.pdf?ref=supporthuman.cx)**.** If you show up to vote and you’re told you’re not registered,[ here’s what to do](https://www.aclu.org/know-your-rights/voting-rights?ref=supporthuman.cx). If you’re unsure whether you’re registered, 24 states, plus the District of Columbia, allow same-day registration. Find out more [here](https://vote.gov/?ref=supporthuman.cx). If you need help finding your polling place, check [here](https://www.vote.org/polling-place-locator/?ref=supporthuman.cx). ### Senior Customer Success Manager URL: https://supporthuman.cx/jobs/senior-customer-success-manager-9/ Last updated: 2026-08-07T22:09:11.000Z ## [Autone](https://autone.io/career/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > We value sharp minds and strong initiative. Y'all, I'm tired. Enter joke here illustrating the absurdity of wasting space saying uninsightful, useless shit like this on Career pages. > We tackle real problems. Do you? Do you really? As opposed to all those fake problems experienced by non-inventory management companies? Y'all have got to stop letting your marketing interns write your Careers pages. > We’re not just about enhancing productivity, we’re about enhancing lives. Oh, for fuck's sake. > We’re not just filling roles; we’re fueling a movement. This Careers page is killing me. Literally, I can feel the website sending free radicals directly through my eyeballs and into my bloodstream. Like 5G. That's how that works, right? Oh god, is it over? IS IT FINALLY OVER? AM I FREE? Oh, there's still a whole job description. Ugh. > Autone is an AI-powered inventory optimisation platform Well, at least that explains everything. I'll take "What job description was written by AI?" for one billion dollars, Alex. No compensation, no mentions of benefits anywhere, no idea if it's onsite or remote, and the location is just "Usa, New York Office." Honestly, I'm not even convinced this is a real company. I'm gonna say **Seriously, Maybe Don't**. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/20oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Customer Success Manager](https://jobs.ashbyhq.com/Autone/a36bdb4d-979d-4de8-8806-7a6657df859b?ref=supporthuman.cx) Autone is an AI-powered inventory optimisation platform helping retailers transform their business through data-driven decision-making. Founded by Adil Bouhdadi and Harry Glucksmann-Cheslaw, who previously built Alexander McQueen’s intelligence platform, Autone is today trusted by more than 50 global brands to reduce inventory waste, increase sales, and enhance efficiency. **About you:** The Senior Customer Success Manager (CSM) will be our first hire in the USA and will be responsible for building strong relationships with our B2B retail clients, ensuring they realize the full value of our solutions. This role demands a strategic thinker with a deep understanding of the SaaS model, along with experience in the retail space. The ideal candidate is based in NYC and is obsessed with helping customers achieve success with our solution. They will be able to lead customer engagement initiatives, foster change management in the organizations, drive product adoption, and serve as a trusted advisor to clients throughout their journey to ultimately foster Net Dollar Retention. **Key Responsibilities:** - **Customer Engagement**: Build and maintain strong, long-lasting relationships with customers in portfolio (from users to C-levels), acting as their primary point of contact and trusted partner - **Onboarding and Training**: Lead the onboarding process for new customers, ensuring a smooth integration and effective utilization of our solution. Conduct training sessions to educate customers on best practices and features. Define customer success plans to be used as main source of truth to show impact and value with our solution - **Product Adoption**: Monitor and drive product adoption strategies to ensure clients are using our solutions effectively. Identify opportunities for upselling and cross-selling additional features or services - **Account Management**: Develop account plans for key clients to proactively address concerns, identify growth opportunities, and ensure overall satisfaction - **Metrics and Reporting**: Analyze customer data to track key performance indicators (KPIs) related to customer success and satisfaction. Prepare regular reports on client health scores, product utilization and customer success plans achievements - **Collaboration**: Work closely with cross-functional teams, including Customer Experience, Sales and Product to relay customer feedback and contribute to product roadmap and continuous improvements - **Customer Advocacy**: Act as the voice of the customer within the organization, advocating for their needs and challenges, and helping to shape the future of our solution - **Renewals and Risk Management**: Oversee the renewal process for client contracts, manage risks, and develop strategies to avoid churns **Qualifications:** - 5+ years of experience in Customer Success, Account Management, or related roles within the B2B SaaS industry, preferably in the retail sector. - Proven track record of driving customer satisfaction and success, with measurable outcomes. - Strong understanding of SaaS metrics and methodologies, with experience in customer health scoring and performance metrics. - Excellent communication and interpersonal skills, with the ability to build relationships with diverse stakeholders. - Strong analytical and problem-solving skills, with a data-driven approach to decision-making. - Proficiency in CRM software and customer success tools. - Ability to work independently and collaboratively with internal stakeholders. - Strong negotiation skills - Willingness to travel for client visits and industry events, as needed. ### Senior Customer Success Manager URL: https://supporthuman.cx/jobs/senior-customer-success-manager-8/ Last updated: 2026-08-07T22:09:13.000Z ## [Relyance](https://boards.greenhouse.io/relyance?ref=supporthuman.cx) | $125,000-$148,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** There's some weird phrasing in this job description, but in a way that makes me think it's probably just what happens when you translate a JD from another language to English. They also don't require attention to detail, which I appreciate. Overall, it's a pretty straightforward Success position with decent pay. They don't mention benefits, which I'd address in the interview process, but otherwise it's a solid **Eh, It's Probably Fine.** (There are other CX roles open at this company in the U.S. and India.) [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/20oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Customer Success Manager](https://boards.greenhouse.io/relyance/jobs/5235782004?ref=supporthuman.cx) As Relyance AI’s Senior Customer Success Manager, you will be responsible for managing the adoption, expansion, retention, and overall post-implementation experience for your portfolio of customers. You’ll need to establish trust and build relationships with different customer stakeholders (including managers, directors, VPs, and CISOs) and develop joint success plans with them to ensure there is a clear plan in place to achieve the challenges customers are looking to solve using Relyance. *\*\*This is a remote role, but candidate must be located in TX, MO, OK, IL\*\** **As a Senior Customer Success Manager, your role will include:** - Conducting check-in meetings for tactical items and performing business reviews with C-level executives / decision-makers to align on their objectives and business outcomes. - Understand customer workflows and proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success. - Be the voice of the customer by consistently capturing customer feedback, customer highlights, and lowlights and channel that internally with various stakeholders (product, exec team, etc.). - Becoming a Relyance AI product expert. Identify process gaps, templatize, and implement playbooks to scale and optimize the Relyance AI customer success function. - Collaborate with the Sales team to manage deals, renewals, and expansions. - Actively participate in shaping the future of the Customer Success organization at Relyance AI. **This role could be a fit for you if you bring:** - 5+ years of experience managing and driving adoption with enterprise accounts, preferably with SaaS companies/products. - Curiosity. This role will challenge your technical and domain-specific skills, and having a healthy dose of curiosity about the modern technology stack, and the current privacy landscape will set you up for success. - A growth mindset and are willing to think from first principles. - Ability to break down big problems / ambiguous goals into smaller actionable steps. A bias for creating clarity (for internal stakeholders and customers) and strong project management skills will be a key part of this role. - Empathy for customer workflows and the ability to dig deep. Making customers successful makes you successful. - Past technical experience in some capacity and find modern technology stacks fascinating. **Bonus points for:** - privacy experience (GDPR, CCPA, GRC, etc.) in some capacity. - Experience with code in your past experience/school or a side project or technical SaaS implementation experience. While coding will not be a part of this role, the willingness and curiosity to lean into different technology stacks and work with technical stakeholders will set you up for success. **Who are we?** Using machine learning, Relyance AI builds a dynamic, real-time data inventory and map so you can monitor how personal data moves through your code, applications, infrastructure, and to third-party vendors. We exist because we believe innovation is fundamental to human progress. We build for people—our customers, our team, and the global community. Our core values brought us into existence, and they’re the motor that keeps us running. **GLOBAL IMPACT** **| Think big. Beyond borders.** **TRUST | Lost easily. Built carefully.** **CRITICAL THINKING | Critical eye. Critical mind.** **CUSTOMER | Redefine satisfaction. Build loyalty.** **PERSISTENCE | Celebrate failure. Keep going.** **TEAM | Fast alone. Far together.** **DIVERSITY | We win through representation and inclusion.** Relyance AI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to fair and equitable compensation practices. We use data-driven pay practices with the goal of ensuring offerings are competitive to the market and our team members are being compensated correctly based on their roles, experience, and location. As such, the base salary pay range for this role is $125,000 to $148,000. ### Client Experience Associate URL: https://supporthuman.cx/jobs/client-experience-associate/ Last updated: 2026-08-07T22:09:14.000Z ## [Farther](https://job-boards.greenhouse.io/fartherfinance?page=1&ref=supporthuman.cx) | No comp given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > If you’re the type who breaks through walls to get things done the right way, we want to build the future of wealth management with you. Y'all. Fuck that. Take a nap. > As a member of Farther’s client experience team, this is an opportunity to have a huge impact not just on the company, but on the entire wealth industry. Oh, yeah? Does the salary match that huge impact? > Support advisors by performing and managing daily tasks for the business and existing clients > Help advisors execute operational follow-up action items for clients Huh? Is this a support position, or is this a remote office manager position? > Team player with a positive attitude and a strong work ethic > Highly organized with exceptional attention to detail and strong communication skills > Comfortable working in a fast-paced environment and ability to handle multiple competing tasks > Passion for creating increased efficiencies within current operational processes for the business and servicing clients I just threw up in my mouth a little bit. Look, apparently this is just not the week for this bullshit. Blah blah woof woof capitalism, but a company that wants to use you to build private wealth for others but won't deign to tell you what the compensation package is is especially hypocritical and I just cannot (Farther for me, but not for thee?). If they can be cavalier with people's livelihoods, then I can be cavalier with Bad Job Bingo. Off to Seriously, Maybe Don't they go. [Newsletter Issue](https://www.supporthuman.cx/p/20oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Client Experience Associate](https://job-boards.greenhouse.io/fartherfinance/jobs/4358752005?ref=supporthuman.cx) Farther is a rapidly growing RIA that combines expert advisors with cutting-edge technology - delivering a comprehensive, tailored wealth management experience. Farther’s founders are leaders and innovators from the private wealth industry who possess a unique blend of traditional wealth management, fintech, and technology production expertise. We’re backed by top-tier venture capital firms, fintech investors, and industry leaders. Joining Farther means joining a collaborative team of entrepreneurs who are passionate about helping their clients and our teammates achieve more. If you’re the type who breaks through walls to get things done the right way, we want to build the future of wealth management with you. \*\*This role requires an in office hybrid working schedule in Dallas, TX\*\* **Role:** As a Client Experience Associate, you are at the core of Farther’s client service and operations, delivering a flawless wealth management experience for advisors and clients. You’ll support that seamless experience by executing the financial operations required for onboarding, ongoing requests, and any complex needs. You will work closely with our product and engineering teams to continually push the boundaries of wealth management. As a member of Farther’s client experience team, this is an opportunity to have a huge impact not just on the company, but on the entire wealth industry. **Responsibilities:** - Act as the key relationship manager for advisors and clients - Support advisors by performing and managing daily tasks for the business and existing clients - Help advisors execute operational follow-up action items for clients - Act as a liaison with our custodians to process and confirm completion of requests (e.g., account opening, ACATs, transfers, account maintenance, etc.) - Identify and escalate issues to the product team to guide our roadmap and improve the operations and client service function - Establish and maintain positive and effective relationships with Farther advisors, custodians, and third-party vendors to ensure client satisfaction **Required Qualifications:** - Bachelor’s degree or equivalent experience - 2+ years of previous work experience in a similar position - Strong interest in client service, relationship management, and operational support - Team player with a positive attitude and a strong work ethic - Highly organized with exceptional attention to detail and strong communication skills - Comfortable working in a fast-paced environment and ability to handle multiple competing tasks **Preferred Qualifications:** - Experience with and knowledge of standard operational aspects of wealth management client service (e.g., onboarding, ACATs, distributions) with custodians such as Charles Schwab, Fidelity, and Pershing - Comprehensive knowledge of the financial industry - Passion for creating increased efficiencies within current operational processes for the business and servicing clients ### Member Services Associate URL: https://supporthuman.cx/jobs/member-services-associate/ Last updated: 2026-08-07T22:09:15.000Z ## [Maven Clinic](https://www.mavenclinic.com/careers?ref=supporthuman.cx) | $48,000-$65,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** I am immediately suspicious of companies that in one breath brag about how great a workplace they are and then, in the next, make it clear that they are only being transparent about salary because they are legally required to in New York, Colorado, or California. Honestly, it's fucking laughable. You guys already know that I think $48k-$65k for a non-entry level role is inadequate, but it's especially bullshit given these requirements: > Bachelor’s degree or equivalent experience > Verbal and written fluency in Spanish I remain underwhelmed. Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/20oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Member Services Associate](https://job-boards.greenhouse.io/mavenclinic/jobs/7606432002?ref=supporthuman.cx) Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us at mavenclinic.com. **An award-winning culture working towards an important mission – Maven Clinic is a recipient of over 30 workplace and innovation awards, including:** - Fortune Change the World (2024) - CNBC Disruptor 50 List (2022, 2023, 2024) - Fortune Best Workplaces for Millennials (2024) - Fortune Best Workplaces in Health Care (2024) - TIME 100 Most Influential Companies (2023) - Fast Company Most Innovative Companies (2020, 2023) - Built In Best Places to Work (2023) - Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024) - Great Place to Work certified (2020, 2021, 2022, 2023, 2024) - Fast Company Best Workplaces for Innovators (2022) - Built In LGBTQIA+ Advocacy Award (2022) **As a Member Services Associate at Maven, you will be responsible for:** - Engaging with Maven members over messaging, live chat and phones. Associates may be asked to focus on outbound calls/messages around technical issues and general Maven questions based on volume. - Answer non-complex inquiries related to our fertility managed services benefit and benefits design/navigation within target response times and with high member satisfaction - Answering contacts related to Maven Wallet and payments-related member issues - Assisting members with ensuring relevant documentation is submitted for reimbursement requests - Processing receipts submitted by members for reimbursement across all areas of the Maven Wallet product - Following relevant procedures for the translation of material relevant to process reimbursements for international Wallet tickets - Creating and/or maintain member-facing program overviews and other key internal resources - Triaging tickets in the Wallet queue to ensure streamlined service and fast response times based on member Wallet requests/issues - Providing general support to members regarding common Maven Wallet member issues - Assisting with basic operational work related to Wallet as the need arises - Assist other frontline staff with answering frequent questions related to our payments, fertility programs/benefits, and benefits navigation - Be prepared to assist with member reported issues, provide initial response to the member, and triage according to the Maven member experience escalations framework **We're looking for you to bring:** - 1-2 years of member-facing experience in support in the fertility benefits space (experience in healthcare, financial services and/or claims may be acceptable in lieu of direct fertility benefit navigation) - Must be located in the United States (role is remote) - Meticulous attention to detail - Strong customer service orientation - High degree of empathy in dealing with sensitive topics - Proficient in Google Workspace tools - Ability to work independently and as part of a team - Strong organizational skills; demonstrated ability to multi-task and manage time effectively - Strong written and verbal communication skills - Prior experience managing payments - Bachelor’s degree or equivalent experience - Verbal and written fluency in Spanish For candidates in NYC, CO, or CA, the base salary range for this role is $48,000-65,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset. At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams. **Benefits & Perks:** We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits: - Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics. - Whole-self care through wellness partnerships - Weekly breakfast, lunch, and get-togethers - 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who've been with us at least six months) - Annual professional development stipend and access to a personal career coach through Maven - 401K matching for US-based employees (immediately vesting) **These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.** Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: [security@mavenclinic.com](mailto:security@mavenclinic.com). For general and additional inquiries, please contact us at [careers@mavenclinic.com](mailto:careers@mavenclinic.com). ### Customer Success Manager, Mid-Market URL: https://supporthuman.cx/jobs/customer-success-manager-mid-market/ Last updated: 2026-08-08T00:06:07.000Z Location: Los Angeles · Austin · Chicago · Miami · Boston · Philadelphia · Detroit ## [EvenUp](https://www.evenuplaw.com/about?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > This role will have a very real impact on every customer decision we make, supporting growth efforts, product development, and of course, customers! LOL, of course supporting actual customers comes last. As for the rest of the job description, I'll take "What job description was written by AI?" for $800, Alex. Still just vibes, still a BINGO. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager, Mid-Market](https://jobs.ashbyhq.com/EvenUp/17e2ede1-ea69-4f77-95e8-11bfe14dba28?ref=supporthuman.cx) EvenUp is on a mission to support injury law firms across America in providing a consistent and high standard of representation, ensuring that every injury victim who seeks legal assistance can expect a fair resolution. We’ve helped thousands of victims get fair compensation by empowering their representation with best-in-class insights, automation, and document creation. In the past 18 months, we scaled our customer base from 0→900+ for a SaaS product with our first CSM hired in Dec. 2022\. We now have multiple teams of CSMs and are looking to bring on additional talent that can help develop customer engagement plans, execute customer growth initiatives, and provide daily customer support. Our expectation is that this individual will be focused on providing a positive customer experience and driving growth through gross renewals and net retention improvements. This role will have a very real impact on every customer decision we make, supporting growth efforts, product development, and of course, customers! **The role's portfolio will primarily comprise of 50-120 mid-market accounts.** **What you'll do:** - **Champion Customer Happiness:** Be the go-to advocate for your clients, ensuring their happiness, loyalty, and growth with EvenUp's services. - **Navigate Relationships:** Forge meaningful connections with your clients, from leadership to users, making the adoption of EvenUp's technology a breeze. - **Communication Guru:** Keep the communication lines open, clear, and always in sync with both external clients and internal teams. - **Renewal Superstar:** Own the entire contract renewal process, keeping your clients engaged while collaborating closely with EvenUp's sales and finance teams for win-win outcomes. - **Goal Achievement Partner:** Work hand in hand with your clients to establish and achieve vital goals and key performance indicators (KPIs), guaranteeing their ongoing and expanding success with EvenUp. - **Platform Enthusiast:** Drive adoption, effectiveness, and growth of our platform among your customers and end-users. - **Strategic Guide:** Document use cases, craft success plans, and advocate for your clients, influencing EvenUp's product development and roadmap. - **Expand Possibilities:** Leverage your expertise to broaden your clients' utilization of the EvenUp platform and find creative solutions. - **Trusted Ally:** Build trust and be a strategic advisor to your clients, delivering insights and value. - **Stakeholder Networker:** Foster and leverage relationships within your client organizations to drive adoption and support new opportunities, building a strong support network. - **Escalation Guru:** Handle client escalations with finesse, maintaining a speedy communication channel for service-related matters. - **Revenue Accelerator:** Identify upsell opportunities, explore new revenue streams, and collaborate closely with our Sales team. **What we look for:** - Bachelor's degree (or equivalent) in a related field; MBA or JD is a plus. - Proven experience in customer success, account management, or a related role.Stellar problem-solving skills, a knack for creative solutions, and a proactive approach. - Exceptional interpersonal and communication skills. - Motivated to deliver outstanding customer experiences. - Familiarity with SaaS or service-oriented business models. - Experience in Legal Tech or working with Legal Professionals is a plus. - Ability to travel within the United States up to 25% is required. **Benefits & Perks:** Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or level of experience. To that end, we offer: - Choice of medical, dental, and vision insurance plans for you and your family - Flexible paid time off and 10+ holidays per year - A stipend to upgrade your home office for fully-remote roles - 401k for US-based employees *Please note the above benefits & perks are for full-time employees* **About EvenUp:** EvenUp is on a mission to level the playing field in personal injury cases. EvenUp applies machine learning and its AI model known as Piai™ to reduce manual effort and maximize case outcomes across the personal injury value chain. Combining in-house human legal expertise with proprietary AI and software to analyze records. The Claims Intelligence Platform™ provides rich business insights, AI workflow automation, and best-in-class document creation for injury law firms. EvenUp is the trusted partner of personal injury law firms. Backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more, EvenUp’s customers range from top trial attorneys to America’s largest personal injury firms. EvenUp was founded in late 2019 and is headquartered in San Francisco. Learn more at [www.evenuplaw.com](http://www.evenuplaw.com/?ref=supporthuman.cx). *EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.* ### Customer Onboarding Specialist URL: https://supporthuman.cx/jobs/customer-onboarding-specialist-2/ Last updated: 2026-08-08T00:06:08.000Z Location: Los Angeles · Austin · Chicago · Miami · Boston · Philadelphia · Detroit ## [EvenUp](https://jobs.ashbyhq.com/EvenUp?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Ooookay, how do you do that? > We build products that predict what personal injury cases are worth. Our world-class team includes leaders from Waymo, Google, Amazon, Uber, Quora, Blizzard, Norton Rose, Warburg Pincus, McKinsey and Bain. Oh. And another company using their About Us page as their Careers page. Why? I don't get it. This doesn't help you (or candidates) at all. > In this pivotal role, you will play a vital part in ensuring our clients enjoy a seamless and successful transition to an enhanced way of working. Your mission is to collaborate closely with our Customer Success Managers and Legal Operations teams during this critical phase, ensuring that clients not only embrace but also adeptly adapt to these innovative approaches. This feels so fucking ominous, oh my god. Like...does the product suck? Are they selling vaporware? Because that's how this comes across to me. > Bachelor's degree (or equivalent) in a related field; MBA or JD is a plus Boy, I bet EvenUp's compensation for this role must be transparent and adequate for their extremely expensive advanced degree wishlist. Oh, there's no salary mentioned at all? I'm so surprised. I might fall over from all this surprise I'm feeling. Since they're expecting candidates to operate on vibes only, so am I! And my vibes tell me this is a BINGO. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/20oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Onboarding Specialist](https://jobs.ashbyhq.com/EvenUp/384c283f-8fcb-4ece-a86c-7945697561fb?ref=supporthuman.cx) EvenUp is on a mission to support injury law firms across America in providing a consistent and high standard of representation, ensuring that every injury victim who seeks legal assistance can expect a fair resolution. We’ve helped thousands of victims get fair compensation by empowering their representation with best-in-class insights, automation, and document creation. Are you passionate about guiding clients through a transformative change in their business processes? Join us as a Customer Onboarding Specialist at EvenUp! In this pivotal role, you will play a vital part in ensuring our clients enjoy a seamless and successful transition to an enhanced way of working. Your mission is to collaborate closely with our Customer Success Managers and Legal Operations teams during this critical phase, ensuring that clients not only embrace but also adeptly adapt to these innovative approaches. With your expert guidance, EvenUp customers will experience a smooth transition, unlocking their potential to deliver valuable outcomes for their organizations. **What you’ll do**: - **Onboarding Excellence**: Lead clients through a tailored onboarding journey during their initial months with EvenUp, ensuring a seamless and successful trial experience. - **Partnership with Internal Teams**: Collaborate closely with Customer Success Managers and our Legal Operations teams to ensure a cohesive and comprehensive client experience, while also gathering, documenting, and implementing clients' firm preferences to enhance their journey. - **Client Engagement**: Proactively engage with clients to understand their unique needs, challenges, and expectations during the trial period. - **Knowledge Transfer**: Provide prescriptive guidance and ensure clients are well-informed about EvenUp's features, functionality, and best practices to empower them for success. - **Smooth Transition**: Facilitate the successful transition from trial to subscription by ensuring clients fully leverage EvenUp's capabilities and find quick time to value. - **Feedback Loop**: Collect client feedback and insights during onboarding to drive continuous improvements in our services and processes. - **Documentation**: Maintain clear and comprehensive records of client preferences and requirements to ensure smooth handoffs. - **Resource Development**: Create and curate onboarding resources, documentation, and training materials to support clients. - **Performance Metrics Monitoring**: Collaborate with Customer Success Managers to track and report on client onboarding efforts and trial conversion rates. **What we look for**: - Bachelor's degree (or equivalent) in a related field; MBA or JD is a plus - Proven experience in customer onboarding, client services, or a related role - Excellent communication and interpersonal skills - Strong organizational and project management abilities - Proactive problem-solving and creative thinking - Ability to work collaboratively within cross-functional teams - Familiarity with SaaS or service-oriented business models - Experience in Legal Tech or working with Legal Professionals is a plus - Ability to travel within the United States up to 25% is required **Benefits & Perks:** Our goal is to empower every team member to contribute to our mission of fostering a more just world, regardless of their role, location, or level of experience. To that end, we offer: - Choice of medical, dental, and vision insurance plans for you and your family - Flexible paid time off and 10+ holidays per year - A stipend to upgrade your home office for fully-remote roles - 401k for US-based employees *Please note the above benefits & perks are for full-time employees* **About EvenUp:** EvenUp is on a mission to level the playing field in personal injury cases. EvenUp applies machine learning and its AI model known as Piai™ to reduce manual effort and maximize case outcomes across the personal injury value chain. Combining in-house human legal expertise with proprietary AI and software to analyze records. The Claims Intelligence Platform™ provides rich business insights, AI workflow automation, and best-in-class document creation for injury law firms. EvenUp is the trusted partner of personal injury law firms. Backed by top VCs, including Bessemer Venture Partners, Bain Capital Ventures (BCV), SignalFire, NFX, DCM, and more, EvenUp’s customers range from top trial attorneys to America’s largest personal injury firms. EvenUp was founded in late 2019 and is headquartered in San Francisco. Learn more at [www.evenuplaw.com](http://www.evenuplaw.com/?ref=supporthuman.cx). *EvenUp is an equal opportunity employer. We are committed to diversity and inclusion in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.* ### Customer Success Operations Manager URL: https://supporthuman.cx/jobs/customer-success-operations-manager-2/ Last updated: 2026-08-08T00:06:35.000Z Location: Brooklyn · Roseland ## [CoreWeave](https://www.coreweave.com/careers?ref=supporthuman.cx) | $105,000-$135,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** All of the responsibilities in this job description are Head of/Director-level responsibilities, not those of a manager. They're trying to get a discount Head of Success Ops. > Strategic Leadership: Collaborate with the Senior Director of Customer Success to execute strategic initiatives. Provide data-driven insights and stay updated on industry trends to recommend improvements and maintain a competitive edge. What the hell is the Senior Director of Customer Success doing, then? > Growth OpportunitiesThis role offers significant growth potential within the company as we continue to expand and mature. As the company scales, you'll have the opportunity to take on increased responsibilities, lead cross-functional projects, and potentially advance into leadership roles within the Customer Success organization. This feels like some real bullshit, seeing as this person would *already* be in a fairly senior leadership role, and all the worse because it's in function and not in name. > Customer Success Expertise: Minimum of 2 years in Customer Success: with proven experience in building and scaling operations, developing efficient workflows, and implementing one-to-many (tech-touch) strategies. Strong understanding of customer journey mapping and best practices in a dynamic environment. Tell me you have no idea who or what experience you're looking for without telling me you have no idea who or what you're looking for. Also: my "what the fuck?" face got more and more contorted as I read the rest of that bullet. Also also, they want someone to do all of this for $105,000-$135,000\. ALSO ALSO ALSO this question on the application in which they confess to knowing how fucking ridiculous this JD is: > Are you comfortable interviewing for the salary outlined in the job description ? Ding ding ding, we have a (BINGO) winner. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/20oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Operations Manager](https://boards.greenhouse.io/coreweave/jobs/4393973006?ref=supporthuman.cx) As the Customer Success Operations Manager, you will drive customer success by leading cross-functional collaboration efforts, managing the tech stack, and developing efficient processes to deliver exceptional customer-centric solutions and service. Additionally, you will develop comprehensive customer engagement strategies to foster product onboarding, adoption, and retention while focusing on continuous improvement and strategic leadership. **Responsibilities:** - Lead Program Development: Design, build, and operationalize the Customer Success Operations program from the ground up. Define the vision, set goals, and ensure alignment with broader company objectives. - Cross-Functional Collaboration: Work closely with teams within Customer Success and collaborate with departments such as Solutions Architects, Engineering, Sales and Product Management to deliver seamless, customer-centric solutions. - Manage Technology Stack: Oversee the selection, implementation, and management of the Customer Success technology stack, ensuring it meets team needs, performs optimally, and integrates smoothly with existing workflows. - Process Design and Implementation: Develop and implement processes to improve efficiency and effectiveness within the Customer Success division. Lead the rollout of new workflows, train teams, monitor adoption, and iterate based on feedback. - Drive Customer Engagement: Develop strategies for product onboarding, adoption, and retention, focusing on educating customers, overcoming barriers, and enhancing satisfaction and loyalty. - Monitor and Improve Performance: Track key performance indicators (KPIs) such as customer satisfaction, churn rate, and customer lifetime value. Use these insights to continuously refine strategies and processes. - Strategic Leadership: Collaborate with the Senior Director of Customer Success to execute strategic initiatives. Provide data-driven insights and stay updated on industry trends to recommend improvements and maintain a competitive edge. - Change Management: Lead and manage change initiatives within the Customer Success division to ensure smooth transitions while implementing new processes, tools, or strategies. **Work Conditions:** - Fast-Paced Environment: This position operates in a dynamic, fast-paced environment within a global 24/7 support team, requiring the ability to manage multiple tasks and priorities simultaneously. - Flexibility: Requires flexibility to collaborate across different time zones, ensuring effective communication and coordination with global teams. - Work Location: Depending on your location, this role may offer an on-site office environment, a hybrid model, or fully remote work options. Specific arrangements will be discussed during the hiring process. - Travel Requirements: Limited travel is required, with up to 10% of the time (\~25 days/year) potentially involving domestic or international travel for team meetings and industry events. - Availability: You may occasionally need to be available outside of standard working hours to address urgent issues or participate in global team meetings. - Growth OpportunitiesThis role offers significant growth potential within the company as we continue to expand and mature. As the company scales, you'll have the opportunity to take on increased responsibilities, lead cross-functional projects, and potentially advance into leadership roles within the Customer Success organization. **Experience:** - Customer Success Expertise: Minimum of 2 years in Customer Success, with proven experience in building and scaling operations, developing efficient workflows, and implementing one-to-many (tech-touch) strategies. Strong understanding of customer journey mapping and best practices in a dynamic environment. - Bachelor's Degree: In a relevant field such as Business Administration, Customer Relationship Management, or a related area. - Technical Expertise: Strong proficiency in selecting, implementing, and managing the Customer Success tech stack, including tools like Pendo, Zendesk, or other CRM and customer engagement platforms. Skilled at identifying the right tools to enhance efficiency and drive customer success and successfully integrating them into overall operations. - Process Improvement: Experience in designing and leading the implementation of new processes, with a focus on operationalizing them within a team or organization. - Data-Driven Decision-Making: Proficient in using advanced data analytics platforms to create dashboards and leverage KPIs for executive reporting, strategic decision-making, and continuous improvement. - Training and Development: Experience in developing and delivering training programs to ensure team members are well-versed in new processes, tools, or customer success strategies. - Communication and Presentation Skills: Strong written and verbal communication skills, with the ability to clearly convey complex issues to a range of audiences, from team members to senior leadership, through well-crafted presentations and discussions. **Nice to Have:** - Change Management: Experience in managing organizational change and fostering a culture of continuous improvement. - Cloud Infrastructure Experience: Prior experience working in a cloud infrastructure company, with a solid understanding of the unique challenges and goals of a customer success program in this environment. - Experience in High-Growth Environments: Experience working in rapidly scaling companies or startups, where agility and adaptability are critical for success. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $105,000-$135,000\. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. **What We Offer** The range we’ve posted represents the typical compensation range for this role. To determine actual compensation, we review the market rate for each candidate which can include a variety of factors. These include qualifications, experience, interview performance, and location. In addition to a competitive salary, we offer a variety of benefits to support your needs, including: - Medical, dental, and vision insurance - 100% paid for by CoreWeave - Company-paid Life Insurance - Voluntary supplemental life insurance - Short and long-term disability insurance - Flexible Spending Account - Tuition Reimbursement - Mental Wellness Benefits through Spring Health - Family-Forming support provided by Carrot - Paid Parental Leave - Flexible, full-service childcare support with Kinside - 401(k) with a generous employer match - Flexible PTO - Catered lunch each day in our office and data center locations - A casual work environment - A work culture focused on innovative disruption **Our Workplace** At CoreWeave, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 30 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets. Onboarding is essential to your success. New employees not based out of an office will be invited to attend onboarding training at one of our hubs within their first month of employment. We continue to foster a collaborative environment by bringing teams together quarterly. [California Consumer Privacy Act ](https://drive.google.com/file/d/156ZtIy1MYz6xbRgbiWIBS3uMbKvFVPnK/view?usp=sharing&ref=supporthuman.cx)\- California applicants only *CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.* *As part of this commitment and consistent with the* [*Americans with Disabilities Act (ADA)*](https://www.eeoc.gov/laws/guidance/fact-sheet-disability-discrimination?ref=supporthuman.cx)*, CoreWeave will ensure that qualified applicants and candidates with disabilities are provided reasonable accommodations for the hiring process, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact: careers@coreweave.com.* ### Cloud Support Engineer URL: https://supporthuman.cx/jobs/cloud-support-engineer/ Last updated: 2026-08-08T00:06:36.000Z Location: Brooklyn · Roseland · Bellevue · Sunnyvale ## [CoreWeave](https://www.coreweave.com/about-us?ref=supporthuman.cx) | $75,000-$110,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** CoreWeave's About Us page is pretty informative about values and benefits with a good recruiting video, so I'm confused as to why they're not calling it their Careers page, which would make it easier for job seekers to find. And if the video is correct and they have almost 500 employees, I would expect to see a more mature candidate experience overall. I'm also pretty unimpressed that they obfuscate the location of this role. The Our Workplace section feels deliberately wishy-washy, and in the application, they say: > This is a hybrid role that can be based at our offices \[...\] Are you willing to come into the office at least 3 days a week? 1) That's not a hybrid role, that's an onsite role with 1-2 days of telework authorized, for fuck's sake, I am so tired, and 2) why hide this in the application if not to capture candidates who would otherwise skip the listing based on location? Stuff like this drives me nuts. Do better, CoreWeave. Be transparent. This is unnecessary. Drive projects that improve support-related processes and our customers’ technical support experience Assist with the training and development of new hires Plan, organize, and manage tasks, resources, and timelines across teams to accomplish work accurately and on time This is (at least) manager-level work. This is not appropriate for a frontline title or a pay range of $75,000-$110,000\. Neither, by the way, are this role's technical requirements, which really are for a cloud engineer, nor are the shift requirements, which include the wee hours of the morning and weekends. I am deeply unimpressed with CoreWeave's showing here. Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/20oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Cloud Support Engineer](https://boards.greenhouse.io/coreweave/jobs/4326628006?ref=supporthuman.cx) **Please note that this is a 24/7 team. You will be asked to select your preferred shift(s) below.** As a CoreWeave Cloud Support Engineer, you will be at the forefront of this transformational technology. You will assist a list of cutting-edge companies and developers taking advantage of our accelerated compute services and features to run their mission-critical applications. You will support the success of these customers by responding to technical inquiries related to large and production critical issues and helping resolve root causes of cloud, network, and/or system issues. You will participate in proactive processes and activities that ensure the efficient and uninterrupted execution of our clients’ jobs. **What You'll Do:** - Maintain high customer satisfaction by acting with empathy, understanding the business impact and priority of customer issues, and following our support center best practices - Monitor and triage our multi-channel support queue with an eye on maintaining and/or exceeding our Service Level Objectives (SLOs) - Use existing troubleshooting tools and techniques to establish root-cause for queries and provide a customer-facing root cause assessment. - Promptly resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally - Perform internal classification of support requests, documenting classes of problems and preventative actions for further retroactive analysis - Drive customer communication during critical events - Identify, maintain and create documentation for all varieties of corner case scenarios and troubleshooting workflows, and assist with the creation of tutorials, how-to videos, and other technical materials for the CoreWeave customer community - Drive projects that improve support-related processes and our customers’ technical support experience - Assist with the training and development of new hires - Plan, organize, and manage tasks, resources, and timelines across teams to accomplish work accurately and on time - Provide high-touch assistance to highest Tier customers, build an in-depth understanding of most pressing customer issues and act as an advocate for such issues with our internal teams **Who You Are:** - You're an excellent communicator (both written and verbal) - You love to solve problems and have an aptitude for identifying technical issues and developing appropriate solutions - You have a working knowledge of basic Linux system administration, networking, and storage - You have a good understanding of distributed computing environments and methodologies, including storage volumes, private networks, load balancers, and virtual machines - You're familiar with High-Performance Computing (HPC) system administration - You have some experience with Kubernetes & Docker - You're proficient with Shell and/or Python scripting - You have a solid understanding of virtualization and cloud computing (Hypervisors, VMware, Xen) - You have some experience with Windows sysadmin Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $75,000/year to $110,000/year. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. **What We Offer** The range we’ve posted represents the typical compensation range for this role. To determine actual compensation, we review the market rate for each candidate which can include a variety of factors. These include qualifications, experience, interview performance, and location. In addition to a competitive salary, we offer a variety of benefits to support your needs, including: - Medical, dental, and vision insurance - 100% paid for by CoreWeave - Company-paid Life Insurance - Voluntary supplemental life insurance - Short and long-term disability insurance - Flexible Spending Account - Tuition Reimbursement - Mental Wellness Benefits through Spring Health - Family-Forming support provided by Carrot - Paid Parental Leave - Flexible, full-service childcare support with Kinside - 401(k) with a generous employer match - Flexible PTO - Catered lunch each day in our office and data center locations - A casual work environment - A work culture focused on innovative disruption **Our Workplace** At CoreWeave, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 30 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets. Onboarding is essential to your success. New employees not based out of an office will be invited to attend onboarding training at one of our hubs within their first month of employment. We continue to foster a collaborative environment by bringing teams together quarterly. [California Consumer Privacy Act ](https://drive.google.com/file/d/156ZtIy1MYz6xbRgbiWIBS3uMbKvFVPnK/view?usp=sharing&ref=supporthuman.cx)\- California applicants only *CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.* *As part of this commitment and consistent with the* [*Americans with Disabilities Act (ADA)*](https://www.eeoc.gov/laws/guidance/fact-sheet-disability-discrimination?ref=supporthuman.cx)*, CoreWeave will ensure that qualified applicants and candidates with disabilities are provided reasonable accommodations for the hiring process, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact: careers@coreweave.com.* ### Blah blah woof woof capitalism URL: https://supporthuman.cx/p/blah-blah-woof-woof-capitalism/ Last updated: 2026-10-02T17:59:35.000Z Another light one for you this week, with an extra side of grouchiness. As you might've noticed, I took a break last week. I mentioned it was the High Holy Days, and it's always a busy time of year. And I didn't just take a break from the newsletter, I took a prolonged break from LinkedIn as well, although not from all social media. Apparently, I can only devote attention to one platform at a time; if I'm on Twitter, that means I can't be on Linkedin, too. I honestly don't know how most writers do this social media thing. I can only manage the misery one by one. But resting last week somehow really drove home how fucking tired I was (and am). I love doing Bad Job Bingo for you and with you, but I haven't found an answer to the fatigue that comes with publishing a weekly newsletter and maintaining a job board of (hopefully) decent quality. I debated whether to talk about this (especially since, as job seekers, I know how much more exhausted you must be), but if my brand is built on nothing else, it's honesty. (And snark. But mostly honesty.) This is where I'm at. The exhaustion probably isn't going anywhere (for me or any of us). We're all doing our best. Whenever I wonder why I'm doing all of this when it feels like I'm having very little impact (which, I must admit, is not infrequently), I remind myself that it does matter to you. If there can be a point to anything I do in this unpredictable, mostly unregulated, often unjust world of capitalist hell Tech, well. The point is you. **Some weeks, in lieu of ads, I get to boost CX creators who are making a difference in our community.** On her podcast *Epochal Growth*, Sarah Caminiti is more than a Support expert — she’s a gifted interviewer, drawing insights from today’s brightest CX leaders. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Epochal_Growth_Ad.png) And Ashley Hayslett scours the internet for the best CX jobs, serving them up in a beautiful and convenient weekly email, sent right to your inbox. **CX Job Drop by Professional Helpers** — Discover top job postings in customer service, support, experience, success, trust and safety, community management & UX. Weekly job listings straight to you! ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Senior Customer Success Manager](https://www.jobs.supporthuman.cx/senior-customer-success-manager-8/?ref=supporthuman.cx) Relyance · $125k-$148k · Remote, US-TX, MO, OK, IL There's some weird phrasing in this job description, but in a way that makes me think it's probably just what happens when you translate a JD from another language to English. They also don't require attention to detail, which I appreciate. Overall, it's a pretty straightforward Success position with decent pay. They don't mention benefits, which I'd address in the interview process, but otherwise it's a solid Eh, It's Probably Fine. (There are other CX roles open at this company in the U.S. and India.) ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Cloud Support Engineer](https://www.jobs.supporthuman.cx/cloud-support-engineer/?ref=supporthuman.cx) CoreWeave · $75k-$110k · Onsite, US-Sunnyvale, CA; Roseland, NJ; Brooklyn, NY; Bellevue, WA CoreWeave's About Us page is pretty informative about values and benefits with a good recruiting video, so I'm confused as to why they're not calling it their Careers page, which would make it easier for job seekers to find. And if the video is correct and they have almost 500 employees, I would expect to see a more mature candidate experience overall. I'm also pretty unimpressed that they obfuscate the location of this role. The Our Workplace section feels deliberately wishy-washy, and in the application, they say: > This is a hybrid role that can be based at our offices \[...\] Are you willing to come into the office at least 3 days a week? 1) That's not a hybrid role, that's an onsite role with 1-2 days of telework authorized, for fuck's sake, I am so tired, and 2) Why hide this in the application if not to capture candidates who would otherwise skip the listing based on location? Stuff like this drives me nuts. Do better, CoreWeave. Be transparent. This is unnecessary. > Drive projects that improve support-related processes and our customers’ technical support experience; Assist with the training and development of new hires; Plan, organize, and manage tasks, resources, and timelines across teams to accomplish work accurately and on time This is (at least) manager-level work. This is not appropriate for a frontline title or a pay range of $75,000-$110,000. Neither, by the way, are this role's technical requirements, which really are for a cloud engineer, nor are the shift requirements, which include the wee hours of the morning and weekends. I am deeply unimpressed with CoreWeave's showing here. Tread Carefully. #### [Member Services Associate](https://www.jobs.supporthuman.cx/member-services-associate/?ref=supporthuman.cx) Maven Clinic · $48k-$65k · Remote, US I am immediately suspicious of companies that in one breath brag about how great a workplace they are and then, in the next, make it clear that they are only being transparent about salary because they are legally required to in New York, Colorado, or California. Honestly, it's fucking laughable. You guys already know that I think $48k-$65k for a non-entry level role is inadequate, but it's especially bullshit given these requirements: > Bachelor’s degree or equivalent experience; Verbal and written fluency in Spanish I remain underwhelmed. Tread Carefully. ## **BINGO** *Welp.* #### [Customer Success Operations Manager](https://www.jobs.supporthuman.cx/customer-success-operations-manager-2/?ref=supporthuman.cx) CoreWeave · $105k-$135k · Remote or Onsite US-Roseland, NJ; Brooklyn, NY All of the responsibilities in this job description are Head of/Director-level responsibilities, not those of a manager. They're trying to get a discount Head of Success Ops. > Strategic Leadership: Collaborate with the Senior Director of Customer Success to execute strategic initiatives. Provide data-driven insights and stay updated on industry trends to recommend improvements and maintain a competitive edge. What the hell is the Senior Director of Customer Success doing, then? > Growth Opportunities This role offers significant growth potential within the company as we continue to expand and mature. As the company scales, you'll have the opportunity to take on increased responsibilities, lead cross-functional projects, and potentially advance into leadership roles within the Customer Success organization. This feels like some real bullshit, seeing as this person would already be in a fairly senior leadership role, and all the worse because it's in function and not in name. > Customer Success Expertise: Minimum of 2 years in Customer Success: with proven experience in building and scaling operations, developing efficient workflows, and implementing one-to-many (tech-touch) strategies. Strong understanding of customer journey mapping and best practices in a dynamic environment. Tell me you have no idea who or what experience you're looking for without telling me you have no idea who or what you're looking for. Also: my "what the fuck?" face got more and more contorted as I read the rest of that bullet. Also also, they want someone to do all of this for $105,000-$135,000. ALSO ALSO ALSO this question on the application in which they confess to knowing how fucking ridiculous this JD is: *Are you comfortable interviewing for the salary outlined in the job description?* Ding ding ding, we have a (BINGO) winner. #### [Customer Onboarding Specialist](https://www.jobs.supporthuman.cx/customer-onboarding-specialist-2/?ref=supporthuman.cx) EvenUp · No comp given · Remote, US-Certain Cities & States > EvenUp is on a mission to close the justice gap using technology and AI. We empower personal injury lawyers and victims to get the justice they deserve. Ooookay, how do you do that? > We build products that predict what personal injury cases are worth. Our world-class team includes leaders from Waymo, Google, Amazon, Uber, Quora, Blizzard, Norton Rose, Warburg Pincus, McKinsey and Bain. Oh. Another company using its About Us page as its Careers page. Why? I don't get it. This doesn't help you (or candidates) at all. > In this pivotal role, you will play a vital part in ensuring our clients enjoy a seamless and successful transition to an enhanced way of working. Your mission is to collaborate closely with our Customer Success Managers and Legal Operations teams during this critical phase, ensuring that clients not only embrace but also adeptly adapt to these innovative approaches. This feels so fucking ominous, oh my god. Like...does the product suck? Are they selling vaporware? Because that's how this comes across to me. > Bachelor's degree (or equivalent) in a related field; MBA or JD is a plus Boy, I bet EvenUp's compensation for this role must be transparent and adequate for their extremely expensive advanced degree wishlist. Oh, there's no salary mentioned at all? I'm so surprised. I might fall over from all this surprise I'm feeling. Since they're expecting candidates to operate on vibes only, so am I! And my vibes tell me this is a BINGO. #### [Customer Success Manager, Mid-Market](https://www.jobs.supporthuman.cx/customer-success-manager-mid-market/?ref=supporthuman.cx) EvenUp · No comp given · Remote, US-Certain Cities & States > This role will have a very real impact on every customer decision we make, supporting growth efforts, product development, and of course, customers! LOL, of course supporting actual customers comes last. As for the rest of the job description, I'll take "What job description was written by AI?" for $800, Alex. Still just vibes, still a BINGO. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Client Experience Associate](https://www.jobs.supporthuman.cx/client-experience-associate/?ref=supporthuman.cx) Farther · No comp given · Onsite, US-Dallas, TX > If you’re the type who breaks through walls to get things done the right way, we want to build the future of wealth management with you. Y'all. Fuck that. Take a nap. > As a member of Farther’s client experience team, this is an opportunity to have a huge impact not just on the company, but on the entire wealth industry. Oh, yeah? Does the salary match that huge impact? > Support advisors by performing and managing daily tasks for the business and existing clients; Help advisors execute operational follow-up action items for clients Huh? Is this a support position, or is this a remote office manager position? > Team player with a positive attitude and a strong work ethic; Highly organized with exceptional attention to detail and strong communication skills; Comfortable working in a fast-paced environment and ability to handle multiple competing tasks; Passion for creating increased efficiencies within current operational processes for the business and servicing clients I just threw up in my mouth a little bit. Look, apparently this is just not the week for this bullshit. Blah blah woof woof capitalism, but a company that wants to use you to build private wealth for others but won't deign to tell you what the compensation package is is especially hypocritical and I just cannot (Farther for me, but not for thee?). If they can be cavalier with people's livelihoods, then I can be cavalier with Bad Job Bingo. Off to Seriously, Maybe Don't they go. #### [Senior Customer Success Manager](https://www.jobs.supporthuman.cx/senior-customer-success-manager-9/?ref=supporthuman.cx) Autone · No comp given · Unknown, US-NY Maybe? > We value sharp minds and strong initiative. Y'all, I'm tired. Enter joke here illustrating the absurdity of wasting space saying uninsightful, useless shit like this on Career pages. > We tackle real problems. Do you? Do you really? As opposed to all those fake problems experienced by non-inventory management companies? Y'all have got to stop letting your marketing interns write your Careers pages. > We’re not just about enhancing productivity, we’re about enhancing lives. Oh, for fuck's sake. > We’re not just filling roles; we’re fueling a movement. This Careers page is killing me. Literally, I can feel the website sending free radicals directly through my eyeballs and into my bloodstream. Like 5G. That's how that works, right? Oh god, is it over? IS IT FINALLY OVER? AM I FREE? Oh, there's still a whole job description. Ugh. > Autone is an AI-powered inventory optimisation platform Well, at least that explains everything. I'll take "What job description was written by AI?" for one billion dollars, Alex. No compensation, no mentions of benefits anywhere, no idea if it's onsite or remote, and the location is just "Usa, New York Office." Honestly, I'm not even convinced this is a real company. I'm gonna say Seriously, Maybe Don't. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1511.jpeg) ### Global Head of Partner Support, Google Cloud URL: https://supporthuman.cx/jobs/global-head-of-partner-support-google-cloud/ Last updated: 2026-08-07T22:09:22.000Z ## [Google](https://www.google.com/about/careers/?ref=supporthuman.cx) | $202,000-$287,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Ability to influence without direct authority and drive change at all levels within an organization and experience leading initiatives involving multiple stakeholders and teams. Because god forbid Support have any real authority. > Drive the Business outcome and transformation of the Global Partner Support Function - decrease cost (deflection of cases, vendor management, system automation), User Satisfaction/Performance (Accountable SLAs, Streamlined/simplified Processes, Speed, Service response vs case management) Decrease cost \*and\* user satisfaction? I mean, that checks out – decrease one and you're likely to see a decline in the other. > Deliver Executive Report includes Cost, Productivity and Impact report. This doesn't make sense. Who wrote this job description? This whole JD is a sloppy mess, but hey, at least the pay's good? [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Global Head of Partner Support, Google Cloud](https://www.google.com/about/careers/applications/jobs/results/97666049352049350-global-head-of-partner-support-google-cloud?utm%5Fcampaign=profilepage&utm%5Fmedium=profilepage&utm%5Fsource=linkedin&src=Online%2FLinkedIn%2Flinkedin%5Fpage&q=Global%20Head%20of%20Partner%20Support%2C%20Google%20Cloud) The application window will be open until at least October 10th, 2024\. This opportunity will remain online based on business needs which may be before or after the specified date.Note: By applying to this position you will have an opportunity to share your preferred working location from the following: **Boulder, CO, USA; Atlanta, GA, USA; Austin, TX, USA; Chicago, IL, USA; Addison, TX, USA; Miami, FL, USA**. **Minimum qualifications:** - Bachelor's degree or equivalent practical experience. - 15 years of experience in executing operations or support for vendor-managed projects at an enterprise software company. - Experience growing and developing global teams and supporting enterprise channel partners. - Experience working with engineering teams to design and implement support products and services. **Preferred qualifications:** - Certification in Six Sigma, COPC, Project management, Agile. - Experience in transformation From Support to a Service Desk. - Experience Leading a global service operation. - Experience in Quantitative and qualitative analysis, operations, and managing financial budgets. - Ability to influence without direct authority and drive change at all levels within an organization and experience leading initiatives involving multiple stakeholders and teams. **About the job** Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems. The US base salary range for this full-time position is $202,000-$287,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about [benefits at Google](https://careers.google.com/benefits/?ref=supporthuman.cx). **Responsibilities** - Drive the Business outcome and transformation of the Global Partner Support Function - decrease cost (deflection of cases, vendor management, system automation), User Satisfaction/Performance (Accountable SLAs, Streamlined/simplified Processes, Speed, Service response vs case management) - Deliver Executive Report includes Cost, Productivity and Impact report. - Develop and Execute the goals, strategy, roadmap and operational plan for the optimization of the global Partner Support Desk operation and services. - Drive partner growth and success through a unified support strategy. - Drive transformational initiatives and business to improve the operational landscape and cross-functional support. Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's [Applicant and Candidate Privacy Policy](https://careers.google.com/privacy-policy/?ref=supporthuman.cx). Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also [Google's EEO Policy](https://www.google.com/about/careers/applications/eeo/?ref=supporthuman.cx), [Know your rights: workplace discrimination is illegal](https://careers.google.com/jobs/dist/legal/EEOC%5FKnowYourRights%5F10%5F20.pdf?ref=supporthuman.cx), [Belonging at Google](https://about.google/belonging/?ref=supporthuman.cx), and [How we hire](https://careers.google.com/how-we-hire/?ref=supporthuman.cx). If you have a need that requires accommodation, please let us know by completing our [Accommodations for Applicants form](https://goo.gl/forms/aBt6Pu71i1kzpLHe2?ref=supporthuman.cx). Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting. To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes. ### Support Specialist URL: https://supporthuman.cx/jobs/support-specialist/ Last updated: 2026-08-07T22:09:23.000Z ## [BetterCloud](https://www.bettercloud.com/careers/?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Standard "About You" section, although, this reads as patronizing to me: > Smart, hungry, and looking for real world experience starting your first day Otherwise, it seems like an interesting role, but I'm disappointed there's no salary transparency and that they ask for desired salary in the application. I thought you were better than that, BetterCloud! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Specialist](https://www.bettercloud.com/single-job/?gh%5Fjid=5831362&ref=supporthuman.cx) BetterCloud is the market leader for SaaS Operations, enabling IT professionals to transform their employee experience, maximize operational efficiency, and centralize data protection. With no-code automation enabling zero-touch workflows, thousands of forward-thinking organizations like Twitch, Oscar Health, and Cloud Factory now rely on BetterCloud to automate processes and policies across their cloud application portfolio. With 10+ years of experience pioneering the SaaS Operations movement, BetterCloud now serves the world’s largest community of SaaSOps experts. As host of Altitude, the industry’s leading SaaSOps event, and publisher of The State of SaaSOps Report, the category’s definitive market research, BetterCloud is recognized by customers (G2) and leading analyst firms (Gartner and Forrester) as the market leader in SaaS Operations. This role is based out of our new and exciting Mexico City Office. Mexico City is our first office outside of the US, and you’ll be one of the first employees there, helping us build the office from scratch and shape an amazing culture. We’re headquartered in New York City, with a large presence in Atlanta, GA, as well as innovation hubs & remote talent across the U.S. BetterCloud is backed, among others, by some of the best technology investors Vista Equity Partners, Warburg Pincus, Bain Capital, and Accel. As a Technical Support Specialist, you will field a wide range of questions and concerns from our customers to help them to get the most out of BetterCloud. From basic Q&A to advanced troubleshooting, our team handles it all. There are opportunities to learn something new everyday. **About You** - Strong technical background with demonstrable understanding of IT and SaaS technologies - Familiarity or working knowledge of case management, bug ticket management, customer feedback management and other general help desk technical processes - Creative thinker and strategic problem solver - Proven ability to quickly and calmly resolve technical issues for both happy and unhappy customers - Able to communicate technical concepts clearly and effectively, both written and verbally - Able to work independently and as a part of a team effectively - Flexible, detail-oriented and organized with the ability to multitask - Excited to play an integral role during our company’s most rapid growth period - Smart, hungry, and looking for real world experience starting your first day - Demonstrated ability to learn new skills quickly **Qualifications | Desired** - 1-2 years in a B2B customer-facing technical support or help desk role - Google Workspace, Okta, Office 365 or other SaaS/Cloud-based applications administrative knowledge and/or certifications - Experience with ticketing systems (Zendesk/Service Cloud/etc), JIRA, BigQuery, Google App Engine - IT/Systems Administration experience - Remote team experience **What You’ll Do** - Become an expert in the BetterCloud platform and its foundational integrations (Google, Okta, Office 365, and more) - Answer questions and solve problems for customers within our SLAs, primarily via chat (75%) and email/web ticket (25%) with occasional video calls - Maintain a personal queue of customer cases in our ticketing system (Salesforce Service Cloud) - Contribute to our online community and knowledge base to ensure customer-facing information stays up-to-date and relevant - Collaborate with our Tier 2 and Escalation Management team to address advanced cases - Get to know and advise a smart and engaged customer base - Participate in holiday coverage shift rotation for high priority issues **Goals** By the end of week 1, you will: - Meet with your onboarding buddy - Set up meet-and-greets with stakeholders and your peers in other squads - Learn how the engineering organization is structured - Become familiar with how we plan, build and deploy work at BetterCloud - Ensure you have access to all our software development tools By the end of 30 days, you will: - Acquire enough knowledge of the BetterCloud product, tooling, and team operations to be assigned regular shifts in the live customer support chat and case rotation. - Complete all Support Demo trainings (Data Protection, Alerts, DIrectory,Workflows,Integration Center, Audit Logs, and Privileges) - Obtain Google Coursera Certification **What We Offer** - Hybrid work model with up to 2 days per week working from home - Generous PTO policy plus paid mental health days - *Seguro de Gastos Médicos Mayores*, *Seguro de Asistencia Médica,* Vision Insurance, Dental Insurance, Life Insurance and dedicated mental health resources - Financial wellness support and one-time WFH stipend - Plus more… Think events, killer swag, and a strong BetterCloud Community! *BetterCloud is an Equal Opportunity Employer, including disabled and vets.* *\*Remote - This role is not eligible for remote employees. Employees must be based in the Mexico City area.* *#BI-Remote* ### Senior Customer Success Manager URL: https://supporthuman.cx/jobs/senior-customer-success-manager-7/ Last updated: 2026-08-07T22:09:25.000Z ## [BetterCloud](https://www.bettercloud.com/careers/?ref=supporthuman.cx) | $150,000-$180,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Same concerns as with the [Customer Success Manager](https://supporthuman.cx/customer-success-manager-16/) role. Although, aside from the higher experience requirement, it's not at all clear what makes this role more senior than the other Success role. It's not \*that\* worrisome, but I'd ask about it in interviews. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Customer Success Manager](https://www.bettercloud.com/single-job/?gh%5Fjid=6295943&ref=supporthuman.cx) BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process. **Requirements** - Experience working with Mid-Market to Enterprise organizations - Manage a portfolio of 15-25 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations - Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes - Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings - Committed to customer satisfaction and happiness as measured by NPS - Expert at juggling competing demands and managing limited time - Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual - Hardworking, driven, self-motivated and solutions oriented - Passionate about technology and building a great company and a great product **Preferred Qualifications** - 4+ years of customer success or consultancy experience - Experience in SaaS - Experience with Customer Relationship Management (CRM) software such as Salesforce - Awareness of best-in-breed SaaS-based technology **Responsibilities** - Develop and manage key programs to drive adoption within Corporate Accounts - Gather and present product feedback and feature requests to appropriate teams within BetterCloud - Consult regularly with clients to fully understand their needs and actively solve their pain points - Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities - Monitor customer health to be ahead of problems and continually drive product adoption - Partner with internal teams specifically sales and renewals **Salary:** *Salary Range: $150K -180K OTE* *This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range. The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.* **Compensation | Benefits** - Competitive base salary - Full benefits package - Stock options - Career growth with an industry innovator *BetterCloud is an Equal Opportunity Employer, including disabled and vets.* ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-16/ Last updated: 2026-08-07T22:09:26.000Z ## [BetterCloud](https://www.bettercloud.com/careers/?ref=supporthuman.cx) | $100,000-$125,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Careers page is great (with a solid page devoted to their DEI efforts/ERGs), and the recruitment video is brilliant. The first twoish minutes introduce the company and its values, and the rest is basically BetterCloud employees complimenting their co-workers for embodying specific values. It's just very savvy to the kinds of things candidates are looking for when they're researching potential companies. A+ from me on that. > Expert at juggling competing demands and managing limited time This is not a...*great* sign of the Success team's health. > Hardworking, driven, self-motivated and solutions oriented So this role *isn't* for candidates who'd describe themselves as sloth-like ditherers fond of throwing up impediments? Phew, really dodged a bullet by making that clear. I'd ask about those bits above, but otherwise I actually think this job description is pretty straightforward. I think it's a decent **Eh, It's Probably Fine.** [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://www.bettercloud.com/single-job/?gh%5Fjid=6229668&ref=supporthuman.cx) BetterCloud is the first provider of SaaSOps solutions to manage and secure the digital workplace. Over 2,500 customers in 60+ countries rely on BetterCloud to automate processes and policies across a company’s SaaS application portfolio. A pioneer of the SaaSOps movement, the company established the first-ever “SaaS Application Management and Security Framework” via two published books entitled “The IT Leader’s Guide to SaaSOps” — Vol. 1: “A Six-part Framework for Managing Your SaaS Applications” & Vol. 2: “How to Secure Your SaaS Applications.” BetterCloud is headquartered in New York City. BetterCloud Customer Success Managers (CSMs) are a critical part of our customer-facing team. Starting with customer on-boarding to identify needs and set goals, CSMs manage all elements of the post-sale business relationship with customers, and drive customer usage within our software. Customer Success Managers are trusted advisers on how to use our product and map it to a customer's specific business needs. Our role is to serve as customer advocates by delivering product and partnership feedback to the BetterCloud team. At the end of the day, our mission is to ensure our customers have driven value from our solution and have had a delightful experience in the process. **Requirements** - Experience working with Small to Midsize organizations - Manage a portfolio of 55-65 customer accounts, all with a prescriptive engagement model to help deliver on our customers goals and expectations - Build and maintain appropriate relationships with your customer accounts, creating a consistent experience focused on outcomes - Can drive value-based ongoing engagement to align on customer strategies and business objectives which should align with the BetterCloud solution and internal service offerings - Committed to customer satisfaction and happiness as measured by NPS - Expert at juggling competing demands and managing limited time - Team-oriented as displayed by participating in team meetings and actively engaging over Slack while we’re virtual - Hardworking, driven, self-motivated and solutions oriented - Passionate about technology and building a great company and a great product **Preferred Qualifications** - 2+ years of customer success or consultancy experience - Experience in SaaS - Experience with Customer Relationship Management (CRM) software such as Salesforce - Awareness of best-in-breed SaaS-based technology **Responsibilities** - Develop and manage key programs to drive adoption within Corporate Accounts - Gather and present product feedback and feature requests to appropriate teams within BetterCloud - Consult regularly with clients to fully understand their needs and actively solve their pain points - Act as the liaison between the customer and other teams at BetterCloud to prioritize issues, elicit feedback, or present customers with new opportunities - Monitor customer health to be ahead of problems and continually drive product adoption - Partner with internal teams specifically sales and renewals Work across the company (Product, Support, Sales and Marketing) to identify how we can constantly improve our product and customer experience **Salary:** *Salary Range: $100K -125K OTE* *This salary range represents BetterCloud’s good faith and reasonable estimate of the range of possible compensation for this role at the time of posting, and BetterCloud may ultimately pay more or less than the posted range. The final salary for this position will be determined in BetterCloud’s sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of BetterCloud’s business and other operational considerations.* **Compensation | Benefits** - Competitive base salary - Full benefits package - Stock options - Career growth with an industry innovator *BetterCloud is an Equal Opportunity Employer, including disabled and vets.* ### Staff Customer Support Team Manager URL: https://supporthuman.cx/jobs/staff-customer-support-team-manager/ Last updated: 2026-08-07T22:09:28.000Z ## [GE Vernova](https://jobs.gecareers.com/vernova/global/en/home?ref=supporthuman.cx) | $114,400-$143,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Okay, this one gets extra points for being an energy company working on some cool alternative energy solutions, including wind turbines! I love wind turbines. Careers page is standard corporate fare, but more bonus points for embedding what appears to be a live widget showing GE Vernova's ratings on Glassdoor. Also very corporate job description, but the upside of that is that these kinds of JDs tend to be very clear about duties and responsibilities, and this one is no exception. For roles in companies like these, those upsides for some can be downsides for others: they're usually really old-school working environments that tend to favor stability over rapid innovation. You skip a lot of the startup bullshit, but obviously, Business Granddaddies come with their own kind of bullshit. I guess what I'm saying is, I'm putting this in \*\*Eh, It's Probably Fine\*\*, but mileage may vary more on this one than usual since I don't feature a lot of jobs from established megacorporations in Bad Job Bingo. (Just a note: it looks like this role can be onsite in Foxborough, MA, or Remote in the United States and Ontario, Canada.) [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Staff Customer Support Team Manager](https://jobs.gecareers.com/vernova/global/en/job/R3784078/Staff-Customer-Support-Team-Manager?ref=supporthuman.cx) Job Profile Summary Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results. The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.). **Job Description** Job Description **Roles and Responsibilities** - A job at this level requires a people leader with ability to hire and develop talent. Includes direct people management responsibility, staffing, and performance development. - Drives standard work and key KPIs with a focus on continuous improvement and lean processes. - Utilizes in-depth knowledge of a technical discipline, analytical thinking, and technical experience to execute policy/strategy. - Has knowledge of best practices and how Technical Support integrates with other functions. - Communicates with stakeholders of all levels across the organization to align and drive Technical Support execution. - Uses judgment and has the ability to propose different solutions outside of set parameters to address more complicated issues with technical variety and/or interdependent components. - Uses multiple internal and limited external sources outside of own team to arrive at decisions. - Acts as a resource for colleagues with less experience. Leads small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues. **Required Qualifications** - For roles outside of the USA- This role requires advanced experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelor's degree from an accredited university or college ( or a high school diploma with relevant experience). - For roles in USA - Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 6 years of experience in Job Family Group(s)/Function(s)). **Desired Characteristics** - Strong oral and written communication skills. - Demonstrated ability to analyze and resolve problems, both technical and personnel related. - Ability to document, plan, and execute programs. - Able to effectively lead a team of remote, global, individuals of varying levels of experience. Note: **To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years’ experience required for any role based within the USA.** **For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.** ***The salary range for this position is 114,400.00 - 143,000.00\. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for a variable incentive compensation bonus.*** **Additional Information** GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an [Equal Opportunity Employer](https://www.eeoc.gov/sites/default/files/2022-10/22-088%5FEEOC%5FKnowYourRights%5F10%5F20.pdf?ref=supporthuman.cx)[.](http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf?ref=supporthuman.cx) Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable). **Relocation Assistance Provided:** No #LI-Remote - This is a remote positionGE Vernova’s businesses provide products and services through its Power, Wind and Electrification segments. The Power segment consists of Gas Power, Nuclear Power, Hydro Power, and Steam Power, the Wind segment consists of Onshore Wind, Offshore Wind and LM Wind, and the Electrification segment consists of Grid Solutions, Power Conversion, Electrification Software and Solar & Storage Solutions. ### Senior Customer Service Technician URL: https://supporthuman.cx/jobs/senior-customer-service-technician/ Last updated: 2026-08-07T22:09:29.000Z ## [Resource Innovations](https://www.resource-innovations.com/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Honestly, it should be a crime to write job descriptions this dull. Also, *who* is writing these job descriptions, THEY ARE SO BAD: > We are looking for a motivated individual to join our team to work full-time remotely. The ideal candidate is well-organized and service-oriented, able to track tasks on numerous projects while delivering exceptional service to clients and customers alike. A strong technical background will be preferred as the candidate may need to provide virtual technical support to customers. The candidate will feel comfortable working in a fast-moving environment and following established processes and procedures. The candidate will place a premium on delivering high-quality customer service solutions, which improves customer experience and satisfaction with the program, our client, and organization. That whole paragraph – the whole JD, actually – is like a parody of itself. It's a dull, meaningless, satirical mess. There are actually a few more Support/Success roles open at this company, but I can't subject myself to more of these. Although I might pick them back up tonight at bedtime. I bet they're more effective than Ambien. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Customer Service Technician](https://apply.workable.com/resource-innovations/j/3D207CEDCA/?ref=supporthuman.cx) **Resource Innovations** is seeking a remote **Senior Customer Service Technician** to join our growing team. As a Senior Customer Service Technician with Resource Innovations, you will utilize your interpersonal and technical skills to assist customers in achieving their energy saving goals. We are looking for a motivated individual to join our team to work full-time remotely. The ideal candidate is well-organized and service-oriented, able to track tasks on numerous projects while delivering exceptional service to clients and customers alike. A strong technical background will be preferred as the candidate may need to provide virtual technical support to customers. The candidate will feel comfortable working in a fast-moving environment and following established processes and procedures. The candidate will place a premium on delivering high-quality customer service solutions, which improves customer experience and satisfaction with the program, our client, and organization. Resource Innovations (RI) is a **women-led** energy transformation firm **focused on impact**. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change. **Duties and Responsibilities** - Maintains customer confidentiality at all times in accordance with established client policies and procedures. - Provides customer service support to various Resource Innovations clients across the United States, including answering a multi-line phone system, email, and chat inquiries, ensuring a high level of customer satisfaction. - Supports customers in making educated decisions about their energy usage, including a high level of technical support for products sold. - Act as a liaison between contractors and customers for the purpose of gathering data surrounding installation and suitability of energy efficient products for the home. - Provide a high level of follow up, including after installation calls to customers. - Provides administrative support which includes, but is not limited to data entry, reporting, and electronic record keeping. - Produces and maintains documents for the warehouse and office using Excel and other applications. - Other duties as assigned. **Requirements** - Must be able to work independently with minimal supervision, follow detailed step-by-step directions, and meet deadlines - Excellent in the Microsoft Office suite (Excel, Word, PowerPoint, Outlook, and Access); a computer skills test will be required as part of the interview process - Excellent customer service skills, including a high level of follow up skill and professionalism. - Interest in sustainability and passionate about making a meaningful impact on the environment. Preferred skills, education and experience - Strong preference for a candidate with a technical background - Supervisory experience preferred **Benefits** Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package. **About Resource Innovations** Resource Innovations (RI) is a **women-led** energy transformation firm **focused on impact**. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change. Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work. The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice. ### Client Success Manager URL: https://supporthuman.cx/jobs/client-success-manager-3/ Last updated: 2026-08-08T00:06:35.000Z Location: Salt Lake City ## [Resource Innovations](https://www.resource-innovations.com/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Support senior staff with development of presentations and proposals LOL, just added "Company thinks CX professionals are basically admin staff" to the Bingo card. > Ability to guide the big picture at a project level, while also possessing flawless detail orientation at a client delivery level The belly laugh I just gave at a company that constantly repeats itself and can barely put together a sentence requiring "flawless detail orientation." Pretty sure it's the only thing keeping me from slipping into a boredom-induced coma. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=jobs.supporthuman.cx) --- ### Original Job Description: [Client Success Manager](https://apply.workable.com/resource-innovations/j/3E6B49A002/?ref=supporthuman.cx) Resource Innovations is seeking a **Client Success Manager** to join our growing team. We are seeking a highly skilled and motivated Client Success Manager with a strong background in client relations and project management to join our dynamic team. As a Client Success Manager with Resource Innovations, you will support client onboardings and delivery of steady state account management to support the delivery and continuous improvement of application processing and customer service as a part of energy efficiency program implementation. Resource Innovations (RI) is a **women-led** energy transformation firm **focused on impact**. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change. **Duties and Responsibilities** - Builds and enacts project plans to ensure satisfaction of clients (internal and external) - Identify client needs and translate those needs into plans for delivery - Coordinates all communications/meetings regarding various programs with Project Managers and key Business Process staff - Tracks and ensures deadlines are met on all program initiatives, improvements, and remediation plans - Conducts bi-monthly satisfaction assessments with Project Managers and Project Administrators to identify opportunities for improvement - Works with peers to allocate appropriate resources for initiatives - Facilitates internal resources and activity necessary to effectively deliver tangible results for clients - Responsible for achievement of transition plans (new work) into Business Process - Responsible for achievement of transition plans (expiring work) from Business Process - Support senior staff with development of presentations and proposals - Other duties as assigned. **Requirements** - 3+ years of experience in project coordination, project management, or transition management - Demonstrated ability to build, track, and implement project plans - Ability to guide the big picture at a project level, while also possessing flawless detail orientation at a client delivery level - Excellent written and verbal communication skills are mandatory. Preferred skills, education and experience - Advanced meeting and process facilitation skills - Interest in sustainability and passionate about making a meaningful impact on the environment. **Benefits** Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package. **About Resource Innovations** Resource Innovations (RI) is a **women-led** energy transformation firm **focused on impact**. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change. Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work. The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice. ### Customer Service and Rebate Processing Specialist URL: https://supporthuman.cx/jobs/customer-service-and-rebate-processing-specialist/ Last updated: 2026-08-07T22:09:31.000Z ## [Resource Innovations](https://www.resource-innovations.com/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The Careers page is informative and easy to navigate, and the leadership team is very diverse. They seem very focused on DEI, although their Chief People Officer is also their General Counsel, which seems like an odd choice. (And if you're so committed to DEI, why not allow it to have its own executive in charge of it?) > Resource Innovations (RI) is a women-led energy transformation firm focused on impact. But not on details, considering we see this entire paragraph twice. Also, my god, this job description is boring. I legit just nodded off. > Provides customer service activities such as responding to emails and phone calls. > Provides exceptional customer service and call handling in a customer centric environment. I think whoever wrote this also got bored halfway through and just gave up. > Willing to support any program within the department as assigned > Other duties as assigned "You'll do, like, whatever, man. That's what 'support' means, right? Anyway, am I done yet?" > Must be able to an 8-hour shift as assigned within the hours of 8 am to 6 pm Must be able to what? Wake up, hiring manager, you're not done! There's still half the JD left! > Strong attention to detail \*chokes\* > A positive and customer - friendly outlook I'm sorry, I can't come up with something funny. I'm so sleepy. > Able to follow directions as they are given I think this might be the most patronizing thing I've ever read. So patronizing and so very, very dull. > Resource Innovations (RI) is a women-led energy transformation firm focused on impact. THREE TIMES. Three times in the same job description! Sure, whatever, Tread Carefully. Maybe "JD is unforgivably boring" should be a new BJB entry. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Service and Rebate Processing Specialist](https://apply.workable.com/resource-innovations/j/77D1982A52/?ref=supporthuman.cx) Resource Innovations is seeking Customer Service / Data Entry Specialists to provide processing and customer support for multiple clients throughout the nation. If you agree that climate change is one of the biggest issues facing the world today and want to be able to do something contribute to climate change mitigation, then working for Resource Innovations Business Processing team is for you. The Resource Innovations Business Processing team’s goal is to increase the efficiency, speed, and quality of application processing while providing an exceptional customer experience. Utilities across the U.S. engage Resource Innovations' Call Centers to deliver caring, knowledgeable and engaging customer support, from single programs to entire utility program portfolios. Leave work every day knowing that you, personally, have made an impact on the world. Resource Innovations (RI) is a women-led energy transformation firm focused on impact. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change. Resource Innovations (RI) is a **women-led** energy transformation firm **focused on impact**. Building on our expertise in energy efficiency, we're constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we're leading the charge to power change. **Duties and Responsibilities** - Provides basic troubleshooting and recommend solutions - Data Entry - enters data into various database applications - Receives data and sourcing documents, compiles, sorts, interprets and verifies data to be entered - Maintains electronic and hard-copy filing system of applications, rebates and other supporting documents. - Communicates effectively as part of team approach with other departments in servicing customers. - Provides customer service activities such as responding to emails and phone calls. - Provides exceptional customer service and call handling in a customer centric environment. - Safeguards confidential customer information - May provide peer training to co-workers: job shadowing support as assigned in area of responsibility - Willing to support any program within the department as assigned - Other duties as assigned **Requirements** - Minimum of a high school diploma or equivalent - Must be able to an 8-hour shift as assigned within the hours of 8 am to 6 pm - Minimum 6+ months of related work experience in a call center environment - Proficiency in 10-key data entry from computer keyboard. - Experience with various Microsoft programs, including Word, Excel, Access - Strong attention to detail - Strong organizational and prioritization skills and ability to multi-task - Excellent written and verbal communication skills - A positive and customer - friendly outlook - Able to follow directions as they are given **Preferred Education, Skills and Experience:** - Experience in a data entry processing and customer centric call center environment preferred. - Experience working in energy efficiency or utility fields a plus - English and Spanish speaking **Benefits** Resource Innovations offers competitive salaries based on candidate's qualifications. Resource Innovations also offers three weeks paid vacation per year, paid holidays, a 401(k) plan with employee matching funds, a discretionary bonus and an overall comprehensive benefits package. **About Resource Innovations** Resource Innovations (RI) is a **women-led** energy transformation firm **focused on impact**. Building on our expertise in energy efficiency, we’re constantly expanding our portfolio of clean energy solutions to guide utilities through increasingly complex, connected challenges. Load flexibility. Electrification. Carbon reduction. With every step, we’re leading the charge to power change. Resource Innovations is an Equal Opportunity Employer, committed to ensuring equal employment opportunities for all job applicants and employees without regard to race, color, religion, national origin, gender, age, disability, marital status, genetics, protected veteran status, sexual orientation, or any other protected status. In addition to federal law requirements, Resource Innovations complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does work. The above job description and job requirements are not intended to be all inclusive. Resource Innovations retains the right to make changes or adjustments to job descriptions and/or job requirements at any time without notice. ### Head of Technical Support URL: https://supporthuman.cx/jobs/head-of-technical-support/ Last updated: 2026-08-07T22:09:33.000Z ## [Nooks](https://www.nooks.ai/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Nooks' Careers page is the kind of careers page I would expect from a sales tool. Not knocking it, exactly, but it's flash without a lot of substance (like information on benefits, for instance). Their values are pretty grounded, although I think the "Be a good person" value perhaps isn't entirely well-conceived – "Good things happen to good people" is the sort of empty philosophical statement that doesn't serve anyone, particularly a company trying to attract talent. If they treat you poorly, is it because you weren't a good person? Not exactly the kind of question you want to invite, you know what I'm saying? > This role is for someone who thrives in a fast-paced environment with a rapidly changing product. "Fast-paced environment" has truly lost all meaning for me at this point. There's a lot of emphasis on technical skills, but aside from a mention of API troubleshooting and general knowledge of phones and networking, it's not really clear what technologies the Support team needs to be familiar with. It could be that they're pretty open-minded regarding the tech background candidates should have, but not being explicit about this makes it harder for candidates to match their experience with the right roles in a job search. If I were the hiring manager, I'd want to make it as easy as possible for candidates to determine if this role would be a good fit for their abilities. Also, the tech support hours strike me as odd and weirdly inflexible. What about the product requires such a rigid schedule? Are their customers primarily in a specific time zone? > We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits. Friends. You're in sales. You know pretty words like "competitive," "generous," and "comprehensive" mean nothing unless there's data to back them up. What are the numbers? Tell me the numbers! Overall, this is actually a fairly well-crafted job description, and if it had salary transparency, it would probably be in **Eh, It's Probably Fine** with a recommendation to follow up on the issues above during interviews. Alas, there's no salary in sight, and so into **Tread Carefully** it goes. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Head of Technical Support](https://nooks.breezy.hr/p/ae9b343762b7-head-of-technical-support?ref=supporthuman.cx) **What is Nooks?** Nooks is a platform transforming sales reps from manual laborers to scientists. With today’s technology, sales reps shouldn’t need to manually write hundreds of emails, research hundreds of websites/LinkedIns, and make hundreds of dials. They should instead focus on the parts of their job that actually require people - talking to customers, being creative, and problem-solving. With a combination of AI tools, automation, and real-time collaboration, Nooks can do the rest. **The problem we solve** Sales pipeline is critical for growing companies. Many, especially B2B companies, have teams of sales/business development representatives (SDR/BDRs) or full-cycle account executives whose responsibility is to identify, contact, and qualify new potential customers. There are \~750,000 SDR/BDR’s in the US alone (e.g. Airtable, Brex, Databricks and many other tech companies have sizable SDR/BDR teams). In their day-to-day, SDR/BDRs spend time on 3 main activities: 1. Prospecting & research - identifying a list of potential customers using signals like industry, size, fundraising, headcount growth, new hires, job descriptions, etc. 2. Email & LinkedIn messaging - writing messages to those prospects to convey the problem and pitch your product. The goal is for them to book a demo. 3. Calling - live phone conversations often have higher conversion than emails because they’re more personal, but there’s a lot more manual work involved. Much of the sales rep's job can be automated with today's technology: large language models, web scraping, automation, integrations, and more! **Nooks today** Our customers use Nooks for most of their day (avg \~3hrs/business day). Nooks currently owns end-to-end workflows around sales calls: - **AI dialer:** automates the manual parts of the calling process: skipping answering machines, leaving voicemails, taking notes, logging calls, even figuring out what to say on a call - **Analytics**: we record, transcribe, and analyze every call. Since these are all outbound calls with little context, these calls follow similar structure - opener, pitch, questions/objections, ask for meeting, etc. So we can answer questions like: “which reps struggle to book the meeting with prospects who showed interest” or “what are the most common objections across each of our key personas” - **Salesfloor**: sales reps & managers can work together throughout the day, listen to each others’ calls, give real-time advice, coaching, shadowing, onboarding, training. Teams that use Nooks often see a 2-3x increase in reps’ productivity within weeks! And we’re working on adding prospecting / research workflows (to-be-announced soon!) **The role** Our Technical Support team is at the forefront of our customer experience, ensuring users maximize their value from Nooks and are delighted with the experience. A positive customer experience with both our product and team is critical to our success, and the Head of Tech Support will focus relentlessly on both. This role is for someone who thrives in a fast-paced environment with a rapidly changing product. They will lead and scale the team, overseeing daily operations, enhancing support processes, and collaborating with other departments to address and resolve complex technical problems. **Responsibilities** - **Team Leadership & Management** - Recruit, onboard, and develop a high-performing technical support team. - Set performance objectives, provide ongoing feedback, conduct performance reviews, and support career development. - Foster a collaborative and positive team environment to drive engagement and productivity. - **Operations** - Manage day-to-day operations, ensuring high-quality service delivery. - Establish and monitor performance metrics, ensuring the team meets or exceeds SLAs and KPIs. - Implement and refine processes and tools to improve efficiency, response times, and customer delight. - **Customer Interaction & Issue Resolution** - Master Nooks products and integrated technologies to provide expert support to customers and colleagues. - Handle complex and escalated customer issues, providing effective solutions and maintaining high satisfaction levels. - Develop protocols for managing critical issues and high-priority cases. - **Process Improvement & Strategy** - Monitor customer feedback and analyze support metrics to identify trends, bottlenecks, and opportunities for improvement. - Collaborate with product and engineering teams to address recurring issues and enhance the product. - Develop and maintain comprehensive support documentation, including FAQs and troubleshooting guides. - **Training & Development** - Design and implement enablement programs to ensure the team is knowledgeable about our products and related technologies. - Promote continuous learning within the team. - **Reporting & Analysis** - Track KPIs and share regular reports on team performance, support metrics, and improvement initiatives. - Use data-driven insights to inform decision-making and drive continuous improvement. **Requirements** - 6+ years of Technical Support experience providing end-user support on complex, feature-rich B2B SaaS platforms - 3+ years of experience leading and scaling a support team for a rapidly changing SaaS tool at a high-growth, early-stage startup - Proven experience in building a technical support team, with a concrete track record of driving performance and achieving customer satisfaction goals - Deep experience in API troubleshooting - Deep experience with advanced troubleshooting, critical thinking, and problem-solving - Demonstrated success collaborating with other teams to resolve issues, including Engineering and Customer Success - Excellent written and verbal communication skills, with the ability to interact effectively with customers, team members, and senior leaders **Preferred Experience** - Technical experience with tools such as Salesforce, HubSpot, Outreach, and Salesloft - Experience in Windows or Mac administration - Experience with telephony, VoIP, and network troubleshooting **Tech Support Schedule** The Tech Support schedule is currently US hours (6:00 am - 3:00 pm PST) on Monday through Friday. Hours will be adjusted in the future, based on customer needs. We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits. ### Senior Customer Support Representative URL: https://supporthuman.cx/jobs/senior-customer-support-representative/ Last updated: 2026-08-07T22:09:34.000Z ## [Solutions By Text](https://solutionsbytext.com/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** > At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who can translate customer needs into a plan of action. At least they've managed to figure out that "the ideal candidate" describes skills and competencies they want to see in a candidate, but then they ruin it with unnecessary ableism. > Job duties include handling high-priority inbound customer requests within a fast-paced environment \[...\]. The successful candidate will be detail-oriented, self-motivated, adaptable, and focused in a high-energy environment. The [red flag/green flag guy](https://www.instagram.com/dustinpoynter?ref=supporthuman.cx) is now levitating, surrounded by an impossibly bright red glow cloud. > Experience managing higher complexity, larger customer requests in a fast-paced environment STOP WITH THE FAST-PACED ENVIRONMENT, OH MY GOD Look, there's not much else to say about this one except: Seriously, Maybe Don't. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Customer Support Representative](https://solutionsbytext.com/careers-apply/?gh%5Fjid=5322565004&ref=supporthuman.cx) ### **Position Summary** SBT is looking for a Sr. Customer Support Representative to support our company’s rapid growth. This role will be responsible for providing consultative text and payment support to our customers. At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who can translate customer needs into a plan of action. Job duties include handling high-priority inbound customer requests within a fast-paced environment, managing issues in collaboration with technical partners, and analyzing customer requests to ensure adherence to service level agreements (SLA). The successful candidate will be detail-oriented, self-motivated, adaptable, and focused in a high-energy environment. **Job Specific Duties and Responsibilities** - Resolve complex inbound customer support and technical questions, requests, and issues - Deliver expert knowledge and technical consulting by phone, email, chat and webinar channels - Develop an expert level working knowledge of company’s products, structures, workflows platform features - Take ownership and accountability of customer requests contributing to high level of CSAT - Manage customer escalations with persistence and urgency - Ensure customers receive the appropriate level of detail and follow-through - Utilize available tools and operational processes in accordance with company policies, procedures and SLA’s - Handle customer complaints with care, ensuring they are brought to the attention of leadership - Manage queue of tickets, maintaining clear communication, internally and externally - Maintain accurate and detailed records of customer interactions, action items, and file documentation - Remain current on SBT platform releases, compliance updates, and changes in company policies - Contribute to development of the SBT Knowledge Base - Collaborate with management to effectively train and mentor junior staff members, as needed **Compliance Duties** The Sr. Customer Support Representative will also be a key supporter of compliant texting, including: - Identifying non-conforming processes - Promoting best practices in compliance with customers - Staying current on industry regulations including FDCPA, TCPA, CTIA and other industry-related requirements - Adhering to the Company's Code of Conduct/Ethics - Ensure the security of information **Competencies And Experience** - 3+ years of applicable Sr. Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity - Experience managing higher complexity, larger customer requests in a fast-paced environment - Experience with Postman and SoapUI - Proven analytical and problem-solving skills - Excellent detail-oriented, organizational, and time management skills - Ability to listen and collaboratively problem-solve - Passion for increasing customer happiness and deepening customer relationships - Proficient in working with Microsoft Office and Zoom phone/webinars - Customer focus and adaptability to different personality types and situations - Excellent verbal and written communication skills - Projects a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors - Experience with texting and/or payment solutions is a plus - HubSpot, Salesforce, and Jira experience is a plus - Bachelor’s degree is preferred **General Duties and Responsibilities** - Adhere to the Company's Code of Conduct/Ethics. - Create and maintain effective working relationships with other Company employees. - Ability to multi-task, prioritize, and manage time effectively. - Contribute to the professional culture within the office and the company overall. - Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors. - Ensure security of information in all matters pertaining to company, client, and consumer information. **About Solutions by Text** Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States. **Game-changing Technology Built for Growth** Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with customers via their mobile devices. Since adding its first customer, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work, SBT continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture. *Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.* ### Customer Support Representative URL: https://supporthuman.cx/jobs/customer-support-representative-2/ Last updated: 2026-08-07T22:09:35.000Z ## [Solutions By Text](https://solutionsbytext.com/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Straightforward Careers page with well-articulated and grounded vision and mission. > SBT is looking for a Customer Support Representative to help take our company’s growth to the next level. Okay, this is a weird thing to say about a frontline role, but if you're going to say it, it better come with an outstanding salary. > The ideal candidate will be responsible for providing text and payment support to our clients. HA! "The ideal candidate is alive and breathing and will do this thing we hired them to do." > Duties include handling high priority tickets within a fast-paced environment, escalating client/software issues to technical, and understand/analyze client requests to ensure high CSAT. So there's a 'attention to detail' requirement coming up, right? > It will be imperative that this person be detail-oriented Every time. Every. Time. > It will be imperative that this person be detail-oriented, self-motivated, able to stay focused in a fast-paced environment and adapt to frequent updates. I want you to imagine that [red flag/green flag guy](https://www.instagram.com/dustinpoynter/?ref=supporthuman.cx) from Instagram just running back and forth across a field with a sea of red waving majestically behind him. > Attentiveness and patience. Nothing weird about including this in a list of job duties. Totally normal. > Experience managing high priority tickets in a fast-pace environment. > Customer focus and adaptability to different personality types. > Adapt to frequent changes. Red flag/green flag guy is now a red blur across the horizon. Y'all, this is a weird-ass job description. After the Duties and Responsibilities and the Competencies and Experience sections, there is a *second* Duties and Responsibilities section with the most basic of requirements like "be ethical" and "don't mishandle customer info." The Bad Job Bingo Shitposting Board of Directors has ruled this shady as fuck (I'm paraphrasing), and I agree with them. Maybe don't. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/6oct24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Support Representative](https://solutionsbytext.com/careers-apply/?gh%5Fjid=5266731004&ref=supporthuman.cx) ### **Position Summary** SBT is looking for a Customer Support Representative to help take our company’s growth to the next level. The ideal candidate will be responsible for providing text and payment support to our clients. Duties include handling high priority tickets within a fast-paced environment, escalating client/software issues to technical, and understand/analyze client requests to ensure high CSAT. It will be imperative that this person be detail-oriented, self-motivated, able to stay focused in a fast-paced environment and adapt to frequent updates. **Job Specific Duties and Responsibilities** - Help oversee day-to-day SBT Customer Support functions. - Ticketing Management within HubSpot. - Respond/resolve customer inquiries to achieve company SLA’s. - Identifying and assessing customers’ needs to achieve high CSAT. - Support the efforts of senior management to maintain a high NPS. - Escalating tickets and concerns. - Obsessed about client satisfaction. - Keep accurate and detailed records of customer interactions, action items, and file documentation. - Resolve client issues by using the appropriate tools/channels. - Troubleshoot client issues and partner with technical for resolution. - Text Support; new account creations, account updates, customer training, reporting, and QA. - Work with the management team to stay updated on SBT software updates, product knowledge, new releases, and be informed of any changes in company policies. - Enforce SBT Compliance standards with Clients. - Maintain clear communications and flow of information with internal and external parties within tickets owned. - Take ownership and assume full accountability for the overall success of tickets managed. - Ability to effectively interact with clients in addition to multiple internal stakeholders. - Attentiveness and patience. **Competencies And Experience** - High School or equivalent. - 2+ years of applicable Customer Support within a technology company. - Excellent detail-oriented, organizational, and time management skills - Experience managing high priority tickets in a fast-pace environment. - Experience working with tickets within HubSpot. - Experience with SalesForce. - Experience with Payment Support. - Proficient in working with Outlook, Microsoft Excel, Microsoft Word. - Analytical and problem-solving skills. - Customer focus and adaptability to different personality types. - Self-driven with the ability to work with little supervision. - Excellent verbal and written communication skills. - Adapt to frequent changes. **Generic Duties and Responsibilities** - Adhere to the Company's Code of Conduct/Ethics. - Create and maintain effective working relationships with clients and internal stakeholders. - Ability to multi-task, prioritize, and manage time effectively. - Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors. - Ensure security of information in all matters pertaining to CSR job and position. - Provide superior client services to maximize customer satisfaction. - Other duties as may be assigned. **Preferred skills and qualifications** - Previous experience with SMS/Text Servicing - Previous experience with Payment Services **About Solutions by Text** Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States. *Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.* ### These companies are really just phoning it in URL: https://supporthuman.cx/p/these-companies-are-really-just-phoning-it-in/ Last updated: 2026-10-02T18:17:12.000Z Hi friends! Sorry to have missed Bad Job Bingo last week. [ElevateCX Denver](https://www.elevatecx.co/denver2024?ref=supporthuman.cx) was absolutely wonderful, but I peopled hard and caught myself a cold (which I’m still trying to get over, annoyingly), so I needed some downtime. I’ve got a light issue for you this week — between this bug and [Matt Mullenweg terrorizing the WordPress community](https://www.newsletter.supporthuman.cx/p/the-hollow-man?ref=supporthuman.cx), I haven’t had a ton of time and energy to spare. Hopefully I’ll be back to fighting form next week! Oh: we passed 350 jobs rated in Bad Job Bingo this issue. 🎉 ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Staff Customer Support Team Manager](https://www.jobs.supporthuman.cx/staff-customer-support-team-manager/?ref=supporthuman.cx) GE Vernova · $114k-$143k · Onsite or Remote in US-Foxborough, MA; Ontario, CAN Okay, this one gets extra points for being an energy company working on some cool alternative energy solutions, including wind turbines! I love wind turbines. Careers page is standard corporate fare, but more bonus points for embedding what appears to be a live widget showing GE Vernova's ratings on Glassdoor. Also very corporate job description, but the upside of that is that these kinds of JDs tend to be very clear about duties and responsibilities, and this one is no exception. For roles in companies like these, those upsides for some can be downsides for others: they're usually really old-school working environments that tend to favor stability over rapid innovation. You skip a lot of the startup bullshit, but obviously, Business Granddaddies come with their own kind of bullshit. I guess what I'm saying is, I'm putting this in **Eh, It's Probably Fine**, but mileage may vary more on this one than usual since I don't feature a lot of jobs from established megacorporations in Bad Job Bingo. #### [Senior Customer Success Manager](https://www.jobs.supporthuman.cx/senior-customer-success-manager-7/?ref=supporthuman.cx) BetterCloud · $150k-$180k · Remote, US Same concerns as with the [**Customer Success Manager**](https://www.jobs.supporthuman.cx/customer-success-manager-16/?ref=supporthuman.cx) role. Although, aside from the higher experience requirement, it's not at all clear what makes this role more senior than the other Success role. It's not *that* worrisome, but I'd ask about it in interviews. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-16/?ref=supporthuman.cx) BetterCloud · $100k-$125k · Remote, US Careers page is great (with a solid page devoted to their DEI efforts/ERGs), and the recruitment video is brilliant. The first twoish minutes introduce the company and its values, and the rest is basically BetterCloud employees complimenting their co-workers for embodying specific values. It's just very savvy to the kinds of things candidates are looking for when they're researching potential companies. A+ from me on that. > Expert at juggling competing demands and managing limited time This is not a...great sign of the Success team's health. > Hardworking, driven, self-motivated and solutions oriented So this role *isn't* for candidates who'd describe themselves as sloth-like ditherers fond of throwing up impediments? Phew, really dodged a bullet by making that clear. I'd ask about those bits above, but otherwise I actually think this job description is pretty straightforward. I think it's a decent Eh, It's Probably Fine. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Global Head of Partner Support, Google Cloud](https://www.jobs.supporthuman.cx/global-head-of-partner-support-google-cloud/?ref=supporthuman.cx) Google · $202k-$287k · Onsite, US-Addison, Austin, TX; Atlanta, GA; Boulder, CO; Chicago, IL; Miami, FL > Ability to influence without direct authority and drive change at all levels within an organization and experience leading initiatives involving multiple stakeholders and teams. Because god forbid Support have any real authority. > Drive the Business outcome and transformation of the Global Partner Support Function - decrease cost (deflection of cases, vendor management, system automation), User Satisfaction/Performance (Accountable SLAs, Streamlined/simplified Processes, Speed, Service response vs case management) Decrease cost *and* user satisfaction? I mean, that checks out – decrease one and you're likely to see a decline in the other. > Deliver Executive Report includes Cost, Productivity and Impact report. This doesn't make sense. Who wrote this job description? This whole JD is a sloppy mess, but hey, at least the pay's good? #### [Head of Technical Support](https://www.jobs.supporthuman.cx/head-of-technical-support/?ref=supporthuman.cx) Nooks · "Competitive," not given · Remote, US Nooks' Careers page is the kind of careers page I would expect from a sales tool. Not knocking it, exactly, but it's flash without a lot of substance (like information on benefits, for instance). Their values are pretty grounded, although I think the "Be a good person" value perhaps isn't entirely well-conceived: "Good things happen to good people" is the sort of empty philosophical statement that doesn't serve anyone, particularly a company trying to attract talent. If they treat you poorly, is it because you weren't a good person? Not exactly the kind of question you want to invite, you know what I'm saying? > This role is for someone who thrives in a fast-paced environment with a rapidly changing product. "Fast-paced environment" has truly lost all meaning for me at this point. There's a lot of emphasis on technical skills, but aside from a mention of API troubleshooting and general knowledge of phones and networking, it's not really clear what technologies the Support team needs to be familiar with. It could be that they're pretty open-minded regarding the tech background candidates should have, but not being explicit about this makes it harder for candidates to match their experience with the right roles in a job search. If I were the hiring manager, I'd want to make it as easy as possible for candidates to determine if this role would be a good fit for their abilities. Also, the tech support hours strike me as odd and weirdly inflexible. What about the product requires such a rigid schedule? Are their customers primarily in a specific time zone? > We offer competitive compensation because we want to hire the best people and reward them for their contributions to our mission. We pay all employees competitively relative to the market. On top of this, we offer equity, generous perks, and comprehensive benefits. Friends. You're in sales. You know pretty words like "competitive," "generous," and "comprehensive" mean nothing unless there's data to back them up. What are the numbers? Tell me the numbers! Overall, this is actually a fairly well-crafted job description, and if it had salary transparency, it would probably be in Eh, It's Probably Fine with a recommendation to follow up on the issues above during interviews. Alas, there's no salary in sight, and so into Tread Carefully it goes. #### [Senior Customer Service Technician](https://www.jobs.supporthuman.cx/senior-customer-service-technician/?ref=supporthuman.cx) Resource Innovations · "Competitive," not given · Remote, US Honestly, it should be a crime to write job descriptions this dull. Also, who is writing these job descriptions, THEY ARE SO BAD: > We are looking for a motivated individual to join our team to work full-time remotely. The ideal candidate is well-organized and service-oriented, able to track tasks on numerous projects while delivering exceptional service to clients and customers alike. A strong technical background will be preferred as the candidate may need to provide virtual technical support to customers. The candidate will feel comfortable working in a fast-moving environment and following established processes and procedures. The candidate will place a premium on delivering high-quality customer service solutions, which improves customer experience and satisfaction with the program, our client, and organization. That whole paragraph – the whole JD, actually – is like a parody of itself. It's a dull, meaningless, satirical mess. There are actually a few more Support/Success roles open at this company, but I can't subject myself to more of these. Although I might pick them back up tonight at bedtime. I bet they're more effective than Ambien. #### [Client Success Manager](https://www.jobs.supporthuman.cx/client-success-manager-3/?ref=supporthuman.cx) Resource Innovations · "Competitive," not given · Remote, US-Salt Lake City, UT > Support senior staff with development of presentations and proposals LOL, just added "Company thinks CX professionals are basically admin staff" to the Bingo card. > Ability to guide the big picture at a project level, while also possessing flawless detail orientation at a client delivery level The belly laugh I just gave at a company that constantly repeats itself and can barely put together a sentence requiring "flawless detail orientation." Pretty sure it's the only thing keeping me from slipping into a boredom-induced coma. #### [Customer Service and Rebate Processing Specialist](https://www.jobs.supporthuman.cx/customer-service-and-rebate-processing-specialist/?ref=supporthuman.cx) Resource Innovations · "Competitive," not given · Remote, US The Careers page is informative and easy to navigate, and the leadership team is very diverse. They seem very focused on DEI, although their Chief People Officer is also their General Counsel, which seems like an odd choice. (And if you're so committed to DEI, why not allow it to have its own executive in charge of it?) > Resource Innovations (RI) is a women-led energy transformation firm focused on impact. But not on details, considering we see this entire paragraph twice. Also, my god, this job description is boring. I legit just nodded off. > Provides customer service activities such as responding to emails and phone calls. Provides exceptional customer service and call handling in a customer centric environment. I think whoever wrote this also got bored halfway through and just gave up. > Willing to support any program within the department as assigned > Other duties as assigned "You'll do, like, whatever, man. That's what 'support' means, right? Anyway, am I done yet?" > Must be able to an 8-hour shift as assigned within the hours of 8 am to 6 pm Must be able to what? Wake up, hiring manager, you're not done! There's still half the JD left! Strong attention to detail - \*chokes*\** > A positive and customer - friendly outlook I'm sorry, I can't come up with something funny. I'm so sleepy. > Able to follow directions as they are given I think this might be the most patronizing thing I've ever read. So patronizing and so very, very dull. > Resource Innovations (RI) is a women-led energy transformation firm focused on impact. THREE TIMES. Three times in the same job description! Sure, whatever, Tread Carefully. Maybe "JD is unforgivably boring" should be a new BJB entry. #### [Support Specialist](https://www.jobs.supporthuman.cx/support-specialist/?ref=supporthuman.cx) BetterCloud · No comp given · Remote, US Standard "About You" section, although, this reads as patronizing to me: > Smart, hungry, and looking for real world experience starting your first day Otherwise, it seems like an interesting role, but I'm disappointed there's no salary transparency and that they ask for desired salary in the application. I thought you were better than that, BetterCloud! ## **BINGO** *Welp.* Oddly, none this week. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Senior Customer Support Representative](https://www.jobs.supporthuman.cx/senior-customer-support-representative/?ref=supporthuman.cx) Solutions By Text · "Competitive," not given · Remote-It is a mystery Straightforward Careers page with well-articulated and grounded vision and mission. > SBT is looking for a Customer Support Representative to help take our company’s growth to the next level. Okay, this is a weird thing to say about a frontline role, but if you're going to say it, it better come with an outstanding salary. > The ideal candidate will be responsible for providing text and payment support to our clients. HA! "The ideal candidate is alive and breathing and will do this thing we hired them to do." > Duties include handling high priority tickets within a fast-paced environment, escalating client/software issues to technical, and understand/analyze client requests to ensure high CSAT. So there's a 'attention to detail' requirement coming up, right? > It will be imperative that this person be detail-oriented Every time. Every. Time. > It will be imperative that this person be detail-oriented, self-motivated, able to stay focused in a fast-paced environment and adapt to frequent updates. I want you to imagine that red flag/green flag guy from Instagram just running back and forth across a field with a sea of red waving majestically behind him. > Attentiveness and patience. Nothing weird about including this in a list of job duties. Totally normal. > Experience managing high priority tickets in a fast-pace environment. Customer focus and adaptability to different personality types. Adapt to frequent changes. The red flag/green flag guy is now a red blur across the horizon. Y'all, this is a weird-ass job description. After the Duties and Responsibilities and the Competencies and Experience sections, there is a second Duties and Responsibilities section with the most basic of requirements like "be ethical" and "don't mishandle customer info." The Bad Job Bingo Shitposting Board of Directors has ruled this shady as fuck (I'm paraphrasing), and I agree with them. Maybe don't. #### [Customer Support Representative](https://www.jobs.supporthuman.cx/jobs/?ref=supporthuman.cx) Solutions By Text · "Competitive," not given · Remote-It is a mystery > At a minimum the ideal candidate will need to be an energetic, persistent customer advocate and problem solver who can translate customer needs into a plan of action. At least they've managed to figure out that "the ideal candidate" describes skills and competencies they want to see in a candidate, but then they ruin it with unnecessary ableism. > Job duties include handling high-priority inbound customer requests within a fast-paced environment \[...\]. The successful candidate will be detail-oriented, self-motivated, adaptable, and focused in a high-energy environment. The red flag/green flag guy is now levitating, surrounded by an impossibly bright red glow cloud. > Experience managing higher complexity, larger customer requests in a fast-paced environment STOP WITH THE FAST-PACED ENVIRONMENT, OH MY GOD Look, there's not much else to say about this one except: Seriously, Maybe Don't. ### The Hollow Man URL: https://supporthuman.cx/p/the-hollow-man/ Last updated: 2026-08-08T03:45:50.000Z So we’re in the midst of Rosh Hashanah, and I meant to have this time off as a celebration of the new year and, unfortunately, recover from the bug I caught during [ElevateCX Denver](https://www.elevatecx.co/denver2024?ref=supporthuman.cx). Unfortunately, Matt Mullenweg is once again having a meltdown, so I’m here writing about him instead.[1](#note-1) Now, my initial understanding of this saga was admittedly shallow. My old professional website still runs on WordPress, but being a mostly-former user has meant that my professional interest leans less toward the workings of the company or its competitors and more toward “Oh, for fuck’s sake, what has Matt Mullenweg done now?” So last week, when a friend brought up the drama between Mullenweg (CEO of Automattic and, apparently, [sole owner of ](https://x.com/photomatt/status/1840980359673995362?ref=supporthuman.cx)[Wordpress.org](https://wordpress.org/?ref=supporthuman.cx) and [dictator in all but name of the WordPress Foundation](https://www.pluginvulnerabilities.com/2024/09/24/who-is-on-the-wordpress-foundation-board/?ref=supporthuman.cx)) and WP Engine (a major WordPress hosting service), I found it interesting but perhaps outside the jurisdiction of this newsletter, given the nature of the things I normally yell about here. We’ve since gotten many more details about what Mullenweg has actually been up to, and it turns out I was, uh, *super* wrong about that. Josh Collinsworth wrote up [a fantastic and thorough review of what transpired between Automattic and WP Engine](https://joshcollinsworth.com/blog/fire-matt?ref=supporthuman.cx) over the past few months with both useful context *and* commentary,[2](#note-2) and honestly, if you have the time, it’s worth pausing here and reading that if you haven’t. If you’d prefer a summary, though, I’ll do my best. It’s genuinely difficult to figure out where to start, but for the sake of space and time, we’ll start 18 months ago, which is when Mullenweg claims he started trying to work out his concerns about WP Engine’s use of WordPress’s trademark and its contributions (or lack thereof) to the WordPress open source project. WP Engine disputes this timeline; they say Automattic reached out only “earlier in 2024,” proposing WP Engine’s involvement in a WooCommerce partner program that also referenced a trademark license, but without making any accusations regarding violations of trademarks.[3](#note-3) WP Engine claims that “Automattic unilaterally shut down those discussions in August 2024 without an agreement, informing WPE that Automattic was ‘reassessing how we will deal with WP Engine’” and that they received no other communications about the trademarks from Automattic or Mullenweg until mid-September.[4](#note-4) From there, things get murky on Mullenweg’s side and less so on WP Engine’s side, at least from my perspective, because we have (as of publishing) lots of receipts from WP Engine and not so many from Mullenweg. WP Engine alleges that beginning September 17, Automattic and Mullenweg began a campaign of threats essentially amounting to extortion: either WP Engine paid Automattic 8 percent of its gross revenues on a monthly basis as a license to use WordPress trademarks, or Mullenweg would proceed with his “scorched earth nuclear approach to WPE.”[5](#note-5) This scorched-earth, nuclear approach started with excoriating WP Engine on stage at WordCamp US on September 20th and has continued since on his blog, on social media, in various interviews, and in a WordPress news post sent to every WP admin in the world. Not long after that, Mullenweg banned WP Engine from [WordPress.org](https://wordpress.org/?ref=supporthuman.cx) (not once but twice!), effectively locking out WP Engine and all its customers from maintaining their websites hosted by the company. What [Mullenweg himself has since referred to as a “war"](https://ma.tt/2024/09/charitable-contributions/?ref=supporthuman.cx) has culminated in WP Engine [filing a lawsuit against Automattic and Mullenweg](https://wpengine.com/wp-content/uploads/2024/10/Complaint-WP-Engine-v-Automattic-et-al.pdf?ref=supporthuman.cx). Automattic followed this by posting [its response](https://automattic.com/2024/10/03/meritless/?ref=supporthuman.cx) on [WordPress.org](https://wordpress.org/?ref=supporthuman.cx)’s Twitter account, in which it misidentified [WordPress.org](https://wordpress.org/?ref=supporthuman.cx) as a party to the lawsuit and announced that it had retained [noted child slave labor defender Neal Katyal](https://slate.com/news-and-politics/2020/12/neal-katyal-supreme-court-nestle-cargill-child-slavery.html?ref=supporthuman.cx) as its representation.[6](#note-6) I’m not going to offer an opinion on the merits of the lawsuit WP Engine filed against Automattic and Mullenweg; I’m not a lawyer, and I’m not qualified to comment on that. I have and will continue to reference some of the claims in the lawsuit because they involve Mullenweg’s behavior, but again, anything discussed here is just my personal opinion. And my personal opinion is that Mullenweg is a giant toddler, and have you ever tried reasoning with a toddler in the midst of a meltdown? It’s impossible, and it just draws more attention from the other moms in the bougie Target you drove across town to because it carried a larger assortment of sandals for your picky 480-month-old. Mullenweg wants to take his toys (plus 8 percent of WP Engine’s gross profits) and go home, but if his petty whining everywhere on the internet is anything to go by, being a 40-year-old manchild in a CEO trenchcoat with almost half a billion dollars and a victim complex means that no one’s allowed to comment on his tantrums. Listen, it’s certainly easy and maybe a little funny to sit here and make jokes about Mullenweg’s childish behavior. But obviously, this isn’t just a tantrum. He is – by his own admission[7](#note-7) – unleashing weapons of mass destruction on his own community and significantly impacting their livelihoods. If he were just napalming his life, that would be one thing, but when has someone like Mullenweg ever been satisfied with his own destruction? As always, it’s the damage done to people that has ultimately brought me back into this story. It’s not that I don’t care about WordPress, but a fight between two for-profit companies competing over trademarks and territory doesn’t interest me. This is clearly not that. This is a CEO of a company carpet-bombing a community he helped build (and one centered around a product that powers [43 percent of the internet](https://w3techs.com/technologies/details/cm-wordpress?ref=supporthuman.cx)!) for reasons that are not at all clear, all the while personally firing indiscriminately in all directions and seemingly trying to hit as many targets as he can along the way. So maybe he’s not a giant toddler – maybe he’s just [a hollow, stuffed man](https://allpoetry.com/the-hollow-men?ref=supporthuman.cx). Mullenweg’s speech and behavior these past several weeks are baffling, to say the least. For example, in its lawsuit, WP Engine claims that in late September Mullenweg tried to convince their CEO, Heather Brunner, to leave WP Engine for Automattic:[8](#note-8) ![](https://lh7-rt.googleusercontent.com/docsz/AD_4nXcJ19j8n5jn00LBN4NPuVl1pqbkF0YXEDenhJTe8iQ0qztuAm44IQvqctO6sos4NRzTvD6Y8X-ki8zA6vBEJTUV59boA1E-VgGLsWoGB_--JCXitjsF5ZrtIM6-ZF1-QiTVB-CLkqrYMy08DM6jWb-au3A?key=4RCFgRIjz8AgoVTB62lARw) When a soft touch didn’t work, he allegedly tried to blackmail Brunner into leaving WP Engine by threatening to ruin her reputation with the company and the WordPress community if she didn’t comply: ![](https://lh7-rt.googleusercontent.com/docsz/AD_4nXc24dGalAMcRwAa2kPzSgbyYP13EB6oMy_UITJ7VapDxzXvdEOGp6XXhN_T3NaL82f42A5LsUpAhDNibXtYtg9_MXhQaGEWMAZO3hiqH8bBHwVAA6ugieo2QLHcuEUWZyHxpM1iWIgdF1Arx41X76SapAEn?key=4RCFgRIjz8AgoVTB62lARw) WP Engine claims that Brunner “never interviewed with or negotiated a job offer with Automattic.”[9](#note-9) If substantiated, this is a wild, wild thing to contemplate. If it had worked, and Brunner did somehow agree to work for Automattic, how would Mullenweg have explained it? What was his expectation for his working relationship with her? But surely any rational person would understand that this strategy – if one can even call it that, considering WP Engine is alleging it’s a crime – was a long shot. In which case, what was Mullenweg’s plan to explain these texts? What was his next move? The mind, it boggles. And the question of strategy and rationality comes up again and again with even a cursory look at Mullenweg’s behavior. Around October 1st, after Mullenweg had banned, unbanned, and maybe even banned WP Engine from [WordPress.org](https://wordpress.org/?ref=supporthuman.cx) again (the timeline is a bit hard to follow at this point), rumors started to circulate that Automattic was offering severance packages to employees who didn’t agree with Mullenweg’s actions in regards to WP Engine.[10](#note-10) In response to those rumors, former Automattic Head of Domains Kellie Peterson wrote two pretty standard tweets in the age of Tech layoffs: one [giving recruiters a heads up](https://x.com/kellie/status/1841210258422972536?ref=supporthuman.cx) that talented people were probably coming onto the market soon and another [offering job transition support](https://x.com/kellie/status/1841211670263214367?ref=supporthuman.cx) to any former coworkers who didn’t already have offers lined up. Interactions with the tweets are actually pretty minimal; even now, after [her Medium post detailing Mullenweg’s DMs has circulated widely](https://medium.com/@kelliepeterson/nice-guy-matt-mullenweg-ceo-of-wordpress-com-cries-foul-and-threatens-me-with-legal-action-f116ac57d862?ref=supporthuman.cx), neither tweet has more than a hundred likes, and both tweets have less than 30 retweets combined. Which makes Mullenweg’s reaction all the more bizarre for how disproportionate it is: in a series of DMs, Mullenweg asks why Peterson is “attacking \[him\] and Automattic publicly” when he’s “never been anything but super nice” to her, demands she reveals the source of the severance information, threatens her with legal action, and then – perhaps most bizarrely – claims he welcomes dissenting opinions and that, oh yeah, WP Engine is actually the one “muzzling their employees,” not Automattic. ![](https://lh7-rt.googleusercontent.com/docsz/AD_4nXfbn_f7d19H1wJy4WG15Qiy8nKEETEWjA9gu1BnMJLH62msCa7rkC7YZ26WHDwBJzRMYJCKnpcrEJXKE7VWI66ZQkg12m_AqCoWhKSC473VmrI_SXJJwpoSml4S1HronAmk07M6KhFpnhZ6XGFuNXB0TvWT?key=4RCFgRIjz8AgoVTB62lARw) Credit: Kellie Peterson Peterson rightly notes the irony inherent in Mullenweg saying he welcomes dissent in the same conversation in which he’s acknowledging that Automattic wants dissenting employees to leave, but she makes another point that’s worth zooming into: it also doesn’t make sense considering Mullenweg has been blocking his employees from signing up to [Blind](https://www.teamblind.com/?ref=supporthuman.cx). ![](https://lh7-rt.googleusercontent.com/docsz/AD_4nXfcdp2NLU2TeALdOgOYKBEcPqYHTudLTPO6vbt0nvHyyGsDxtaEhaU6susqroSMxLa3FNzM78CoCjvyPgnSZwyeyJtAUR616e6ycO_rmn6szpcO9rKxtemkZUeE7rnWCgnhtZ2aNH3f9msWzoNTDQa3zCnN?key=4RCFgRIjz8AgoVTB62lARw) Credit: Kellie Peterson This might seem like a point out of left field, but here’s why it isn’t: What seems common in a lot of the reactions I’ve seen to Mullenweg’s actions in the past few weeks is how sudden or extreme it feels, but it doesn’t feel sudden or that extreme to me at all. I’ve been waiting and watching for going on seven months for something like this, because Mullenweg has Mullenwegged before, and I knew he’d Mullenweg again. And while I’ve been waiting, I occasionally get wind of things that I don’t write about for various reasons – either because the source can’t go on the record, I can’t verify the thing to a standard that I’m comfortable with, or because it was so isolated as to be of little interest to most people. Mullenweg blocking access to Blind was one of those things. I’d heard rumblings about it a few months ago, but at the time it seemed like a relatively disconnected thing, and I couldn’t find more than one source to verify it. Well, [now I have](https://x.com/kellie/status/1842231237903282391?ref=supporthuman.cx), and it no longer seems like an isolated thing. Automattic has [an internal anonymous forum called Anonymattic](https://www.teamblind.com/post/Automattic-folks-on-Blind-03pziy6X?ref=supporthuman.cx), which has been turned on and off over the years (as of publishing, [it is turned on](https://x.com/jamesckemp/status/1842215767586095564?ref=supporthuman.cx)). Some Automatticians trust that it really is anonymous, but given how Mullenweg’s behaved over the years, others didn’t and instead migrated to Blind. Or, they tried to. Back in July, a screenshot made it onto Tumblr in a now-deleted post (thus no link), allegedly showing Mullenweg admitting that Blind registration/confirmation emails were being forwarded to him: ![](https://lh7-rt.googleusercontent.com/docsz/AD_4nXeMJ1bjOcZv9NNOf4LhbYRtu-Wb1m-7uahsAARx6lRxv_Y4ov3vPKIXFqvhM8FBICUM6hZB8f72BDy_PtNVBdl2HmP9PQ6_kJNfOH8FvUXg8E24Nn06UbhviVq41_zvzKW8ADSGuXBwAm-k0lr4zHuqIX22?key=4RCFgRIjz8AgoVTB62lARw) Sometime later, someone posted on Blind about the blockade, including a screenshot of a conversation on Anonymattic about it: ![](https://lh7-rt.googleusercontent.com/docsz/AD_4nXfcbEV8SWJlsjWCVoY8jNEhEhznms44qTjbe4Gg1JF-mLOMQboSiWVAKEtLpZZ1D0T-ABmKY7gqBIZ0yKw9YwZ-AM3SurqYlzcrcSVtMSz935qSYyryH96lyqMvx_qYxz3wkD8Hg7-VsXW1Fz21RNc_zbY?key=4RCFgRIjz8AgoVTB62lARw) ![](https://lh7-rt.googleusercontent.com/docsz/AD_4nXdqie--ZsTgpV4FWFo15xwvIKkFwXNzwH-WAcHODoBBircPU8lzVQItq-Ug-iq6RkWn6aBJoZ8TputlgTnw3SxaUI2GoIv14XX1vGVscBDtTFACzyxW08kcbLX-Bpk8u17Y11ilKRL0HqZ7NWdEMfro4qin?key=4RCFgRIjz8AgoVTB62lARw) And now Mullenweg seems to be [turning his attention to the ex-Automattician Slack community](https://x.com/a8calumni415563/status/1842212177706389605?ref=supporthuman.cx), allegedly trying to find ways to take it over, ostensibly to control others’ speech there too. (More on that to come, I’m sure, since everything about this drama has been evolving.) Again, I’m talking about this to show a pattern of behavior. Mullenweg’s abuse of power, his need for control, his paranoia, his oversized sense of importance and victimhood – none of that is new. Mullenweg has already demonstrated egregious lapses in judgment and abuses of power, it’s just that up until now he’s wielded his power against vulnerable populations without access to high-powered lawyers and their own massive platforms. It feels new because of the scale at which we’re seeing it right now, but he was like this in July. [He was like this in February](https://www.newsletter.supporthuman.cx/p/26feb24-roundup-matt-mullenweg-teaches-masterclass-trust-safety-teams?ref=supporthuman.cx), when he violated his own company policies, undermined his own Trust & Safety team, argued at length with Tumblr users and a trans woman on Twitter, and then released private user account information on multiple platforms. He was probably like this well before that, even, we just didn’t see a lot of it publicly. You can draw a straight line from Mullenweg’s shitty behavior in February to his shitty behavior now. I’m not sitting here asking myself, how could this have happened? We know how it happened. We all saw it happen in real-time. There’s no mystery here. He fucked around before and never had to find out. Why *not* fuck around again? We didn’t deal with him when we had the chance, and here we are. This is what happens when there’s no accountability for powerful people when they test the waters with small abuses of power.[11](#note-11) It all goes back to Faile’s Razor: Never attribute to malice or stupidity that which is adequately explained by a persistent lack of consequences.[12](#note-12) Matt Mullenweg is a man in dire need of consequences. Not just on behalf of his company and employees, who, thanks to Mullenweg, have been dealt a trust and reputational blow from which I’m genuinely unsure they can recover. Not just for members of the WordPress community, many of whom have built their livelihoods around what appears to have been an empty promise told purely for Mullenweg’s enrichment. He desperately needs consequences, because I don’t think he’s capable of voluntarily course-correcting at this point. I know it might be gauche to quote oneself, but back in June, when Mullenweg came back from his sabbatical with nary a mention of the Tumblr fiasco, [I asked](https://www.newsletter.supporthuman.cx/p/23jun24-roundup-tech-accountability-problem?ref=supporthuman.cx): > Yes, Mullenweg is at an inflection point. Is he the type of person who can learn from his mistakes, take responsibility for them, and demonstrate how much he values the trust of his most vulnerable users, as his intentions seem to have been when Automattic acquired Tumblr? Or is he just another toxic Tech CEO who thinks himself above accountability, doomed to repeat and compound the mistakes of the past? We have our answer. It’s no. It’s just no. He’s incapable of or unwilling to engage in the self-reflection needed to recognize the harm he’s caused or to atone for it, which is ironic because he’s managed to do a lot of this damage at the beginning of the [Days of Awe](https://www.myjewishlearning.com/article/the-ten-days-of-repentance/?ref=supporthuman.cx), and if ever there was a time for repentance, it’s now. But really: Mullenweg needs consequences because he’s not the only toxic Tech CEO who thinks themselves above accountability. This has all happened before, and it will all happen again – unless we finally learn this lesson: *accountability matters*. Assholes will be assholes if we allow it. We should stop allowing it. If Mullenweg was a warning in February, he needs to be made an example now, and I think (I hope) we’re finally going to see that. There seems to be enough outrage, enough momentum, that either in a court of law or public opinion, Mullenweg’s going to be held accountable for his misbehavior. Will that accountability be swift and decisive enough to save WordPress? I don’t know. I hope so, but I’m much less knowledgeable in that. What I’ve read from others makes me think there’s not much left of Automattic’s reputation or community goodwill to salvage, but there’s some. But if Automattic’s Board and investors wait until the courts or law enforcement intervene, salvaging what little remains could well be impossible, and that seems like it would be the end of WordPress. Not with a bang but a whimper. **UPDATE 05OCT24:** > @photomatt #WordPress #wpdrama — [Kellie Peterson on Twitter](https://twitter.com/kellie/status/1842625951508701214?ref=supporthuman.cx) Well, I said there’d be more to come on this, and as Mullenweg seems determined to continue Mullenwegging, here we are. I mentioned above that ex-Automatticians have a long-standing alum Slack community, which (if you’re reading this from a perspective outside of Tech) is pretty standard practice for employees of Tech companies. I’m a part of a few alum communities, as are most of my friends in the broader Tech space. These communities are usually (not always, but commonly) independent from the company itself and run by ex-employees because no one wants to party and/or vent in front of their past/potentially future bosses, particularly if the workplace those employees just left was hostile or toxic. Even if it wasn’t, psychological safety for ex-coworkers to speak freely amongst themselves is paramount in communities like these. So for Mullenweg to decide that 1) he’s entitled to enter a space for which he doesn’t qualify (not only is he *not* ex-Automattic, his *IS* Automattic) and wasn’t invited to for very clear reasons, and 2) then refuse to leave after being asked to – well, it’s fucking wild is what it is. Also, can we just pause here for a moment and admire this absolutely fucking bonkers thing Matt is saying here? > I wanted to see how we could update this to a paid Slack so y'all get message history and all the cool features, like we have on the W.org Slack My dude. You are on the record threatening a member of this very Slack community with legal action for offering support to their fellow Automattic alums *mere days ago*. In what universe do you think anyone in this community is then going to hand you the keys to a transcript of everything any alum has ever said, going back to the beginning of the community? I don’t know how you can go out of your way to control and block employee speech on completely separate platforms and legally threaten an ex-employee, then go look at the ex-Automattician community and think, “Yes. These people will welcome me.” Amazing. -1000000000000/10\. Many notes. > Replying to @kellie — [Kellie Peterson on Twitter](https://twitter.com/kellie/status/1842627980465447177?ref=supporthuman.cx) > that work relationship is a sacred bond “And so are your confidentiality agreements!” – Matt Mullenweg, probably **UPDATE 05OCT24, like, 20 minutes later** Before I could even finish writing this to post it, there was an update: [Mullenweg left the community](https://x.com/kellie/status/1842640251677790416?ref=supporthuman.cx). Which, good, and also: why. Why do this at all. Is there no one around to advise you? Fucking hell, man. I’m going to leave you with a plug to my super serious extra services, since it seems like maybe you could use it: #### **Being That Person Who Tells Your CEO No** Do you have a CEO who’s about to fire your entire Support team and replace them with a poorly configured chatbot? Is your CEO personally arguing with every disgruntled customer who looks their way? Look no further! My services in this area include: - Saying “that’s a terrible idea” when something is a terrible idea - Repeating no until it sinks in - Driving to your CEO’s house and physically taking the keyboard out of their hands - Throwing their cell phone down a well - And other consultative services catered to your CEO! **Fee: $10,000/hr** 1. Is writing about this what I wanted to do today? No, no it is not. Matt, can you please get your shit together so that I can have one goddamned holiday to myself? 2. Aptly summed up in the URL as ‘fire-matt,’ by the way. 3. [WPEngine, Inc. v. Automattic Inc. and Matthew Charles Mullenweg, No. 3:24-cv-06917 (N.D. Cal. filed 2024)](https://wpengine.com/wp-content/uploads/2024/10/Complaint-WP-Engine-v-Automattic-et-al.pdf?ref=supporthuman.cx), at 34. 4. Id. 5. WPEngine, No. 3:24-cv-06917, at 23. 6. As one does when one is the good guy in a legal action. 7. WPEngine, No. 3:24-cv-06917, at 22. 8. WPEngine, No. 3:24-cv-06917, at 35. 9. WPEngine, No. 3:24-cv-06917, at 36. 10. As is par for the course by now, Mullenweg’s post [announcing that 159 employees took them up on the offer](https://ma.tt/2024/10/alignment/?ref=supporthuman.cx) is weirdly cavalier. I’ll also note that paying their employees to leave puts Automattic in [the same club as Basecamp](https://www.newsletter.supporthuman.cx/p/14mar24-roundup-speaking-precious-dhh?ref=supporthuman.cx) – and what a sad, shitty little club it is. 11. Although, actually, I hesitate to call harassing users and releasing private account information across multiple platforms as small — again, *holy shit*. 12. Is this me trying to subtly say I told you so? No, I’m saying it blatantly: I fucking told you so. 13. As long as that attempt at a summary seems, believe me when I say it’s, like, the barest outline of what’s happened between Mullenweg and WP Engine. You really should go read Collinsworth’s piece, because there are (as a friend put it) lots of weird little pieces to this story and he lays them all out brilliantly. ### Customer Operations Lead URL: https://supporthuman.cx/jobs/customer-operations-lead/ Last updated: 2026-08-07T22:09:36.000Z ## [Motion](https://www.usemotion.com/careers?ref=supporthuman.cx) | $80,000-$130,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Motion has a Careers page, but that's about all you can say about it. Not a lot of information there. > We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion's 30 employees work in engineering, and the majority of those in business and operations roles also have technical skills. Ehhh, okay. Look. I'm about to make a lot of assumptions, but they're based on 10 years of working in Customer Support in Tech. Okay? Cool. The thing is, you should always be skeptical about claims of "near-infinite runway." Even if it's true (it's probably not), it's only true because the company is making some very specific choices about what it values and what it doesn't. Motion is giving us some crystal-clear clues about what it values: engineering and not much else. Which, okay, it's an "AI" product, so that makes sense...to a point. The point at which that stops making sense is when you start looking at its Customer Operations team: a single Customer Operations Lead (not Director, not Manager, *Lead* – seniority matters) and, it seems, many outsourced Support roles (at least 30, as we learn later in the description). This is not a criticism of using outsourced CX agents; rather, it's pointing out the major trade-offs Motion is making to have that "near-infinite runway": the smallest investment possible in the customer experience for the highest possible extraction of profit from customers. > As the Customer Operations Lead at Motion, you'll oversee the customer support function while driving operational excellence and strategic initiatives. Leading a dynamic team, you'll focus on enhancing customer experience through efficient processes and innovative solutions. You better have efficient processes and innovative solutions, because you will probably have only a fraction of that near-infinite runway with which to work. > This role is a fast track to becoming a manager, with a clear pathway for growth. This role will already be leading the whole Support function, that it's not *already* at *least* a manager-level role is, frankly, absurd. > Ambitious new graduates are welcome to apply. Again, this tells you all you need to know about how important Motion thinks Customer Support is and what they think it takes to make it great. > 2-5 years of experience in customer support/success operations, business development, or related fields. > 1-4 years of management experience. Absurd. Laughable. A shanda. Take your pick. > Ability to multitask in high-stress environments and adapt to schedule changes. What a pitch! Sign me up. I am genuinely shocked to learn Motion has a Head of Customer Experience, which this role reports to, apparently! This is an honest question: what kind of support can the Customer Ops Lead expect to receive from the Head of CX? Because from the way this JD is written, it really does seem like whoever's in this role is on their own. Not to mention: why isn't *this* role more senior? It's a big leap from Lead to Head of CX, especially when that Lead is overseeing an entire function. Also, 30 contract agents are a lot of people. Is this role meant to manage all of them? This is just...a lot. I don't think it's enough to be a Seriously, Maybe Don't, but it's definitely a BINGO. **UPDATE:** I've since heard from someone who interviewed at this company that the interview process is not great, which is not surprising given the job description, so I'm moving this to **Seriously, Maybe Don't**. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Operations Lead](https://jobs.ashbyhq.com/Motion/9be1bfcb-8e64-48d3-96de-40ea08e1c31c?ref=supporthuman.cx) **About Motion** Project management systems today are great at letting companies record their tasks, but place all of the burden on human project coordinators. These tools don’t know about the team’s time and resources and don’t have any intelligence — someone has to manually match tasks against their assumptions about the team’s capacity. Not only does this process waste precious company resources, it’s also error-prone and leads to overwork, missed deadlines, miscommunication, and micromanagement. Motion is building the world’s most intelligent project management system — one that doesn’t require a project coordinator manually tracking each task, but rather an intelligent system that can make sense of hundreds of tasks across dozens of projects and automatically coordinate them across every person on the team. Motion allows companies to focus on the work they need to do rather than wasting up to 50% of their resources on overhead. Our users give us data on their workload (e.g. projects and tasks) and resources (employee roles, calendars, and schedules). Based on all this information, Motion makes intelligent decisions about how tasks should be executed — better than any human project coordinator. Teams that use Motion know what people are working on at any given time, when each task will be completed, and whether any tasks will fall behind schedule. The moment something changes, instead of the coordinator having to figure out all the cascading effects, Motion instantly creates a new optimized plan for the team. Motion is the project management system of the future. We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion's 30 employees work in engineering, and the majority of those in business and operations roles also have technical skills. **The Role** As the Customer Operations Lead at Motion, you'll oversee the customer support function while driving operational excellence and strategic initiatives. Leading a dynamic team, you'll focus on enhancing customer experience through efficient processes and innovative solutions. The ideal candidate will be curious, data-driven, and ready to take on the challenge of scaling our customer support operations as the company grows. This role is a fast track to becoming a manager, with a clear pathway for growth. Ambitious new graduates are welcome to apply. **Responsibilities** - Lead and scale a team of Customer Support Representatives (CSRs) through coaching, career development, and ongoing feedback. - Ensure CSRs meet their KPIs and allocate resources effectively across all accounts. - Provide regular performance feedback to maximize team members' potential and results. - Establish and track monthly and quarterly performance goals for direct reports. - Act as a bridge between internal teams and customers, coordinating efforts around escalations and engineering needs. - Oversee the operation of the help center, ensuring timely and effective resolution of customer inquiries and issues. - Create training materials and conduct sessions for both internal teams and external users. - Manage customer escalations and collaborate with internal teams to ensure customer success. - Drive process optimizations and scalable solutions to ensure a consistent member experience. **What we’re looking for** - 2-5 years of experience in customer support/success operations, business development, or related fields. - 1-4 years of management experience. - Ability to multitask in high-stress environments and adapt to schedule changes. - Ability to thrive in an autonomous environment and demonstrate extreme ownership. - Proficiency with tools like Zendesk, Front, Intercom, Jira, Retool, and Notion, or eagerness and willingness to learn. - Excellent communication and organizational skills. - Ability to understand the impact of strategic decisions on teams and CSRs. - Demonstrated proficiency in analyzing data using tools such as Excel and Google Sheets. SQL proficiency is a plus. - Ability to derive insights and make data-driven decisions by interpreting datasets. - Strong aptitude for visualizing and manipulating data effectively, transforming raw data into actionable insights that inform strategic decision-making. **About the Hiring Manager** Hey, I'm Bishop, the Head of Customer Experience at Motion. My career started in FP&A, but I quickly realized I wanted more—I didn't want to be just another cog in the machine. I needed something with more impact, more room to grow, and more technical challenges. That's what led me to Motion. I've hired and trained about 30 support professionals here, and I'm proud of the fast-paced, high-ownership culture we've built. We don't just answer tickets; we solve problems and make sure our customers are set up for long-term success. I'm not looking for someone to just fill a role—I'm looking for someone who's ready to step up, take ownership, and be a part of something bigger. This isn't your typical support job. It's an opportunity to lead, innovate, and make a real impact on how we do things at Motion. I believe in pushing boundaries and constantly improving. If you're someone who's hungry to learn, eager to take on challenges, and ready to help shape the future of customer experience at Motion, then this is the place for you. *Motion is committed to creating a diverse and inclusive workplace where everyone is treated with respect and given equal opportunities. We do not discriminate based on gender identity, race, ancestry, disability, religion, sexual orientation, pregnancy status, veteran status, or any other characteristic protected by law. We welcome and encourage all qualified candidates to apply for our job openings.* **Helpful Links:** Motion Culture: [https://motionapp.notion.site/Motion-Company-Culture-21bd766b1f864764b0db2fa72529b182](https://motionapp.notion.site/Motion-Company-Culture-21bd766b1f864764b0db2fa72529b182?ref=supporthuman.cx) Motion in the Press: [https://techcrunch.com/2022/09/19/2393012/](https://techcrunch.com/2022/09/19/2393012/?ref=supporthuman.cx) [https://www.usemotion.com](https://www.usemotion.com/?ref=supporthuman.cx) ### Client Success Manager URL: https://supporthuman.cx/jobs/client-success-manager-2/ Last updated: 2026-08-08T00:05:43.000Z Location: New York City ## [Datamaran](https://www.datamaran.com/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Datamaran's Careers page isn't terribly informative, but at least they have one. I think this might be the first job description I've seen (at least in a long while) that puts the EEO statement up front. I like it! > Are you passionate about building long-lasting relationships with customers while promoting the value of a unique SaaS product? I try not to break down JD phrasing too much, but this is a savvy way to put this. I may not always be wild about selling a product, but building relationships with customers really is my favorite part of the job, and I'd wager that's true for many CX folks. It's just a smart way of relating to candidates' preferences without losing sight of their own business goals. > You will be supported by our Implementation & Training team taking care of the customers’ first steps in their onboarding journey, technical requests from clients, while you’ll be focusing on the strategic support of accounts. I love it when companies talk about how candidates will be supported in the role! A green flag. > Excellent organizational, prioritization skills and attention to detail. Given the repeated requirements in the very same section as this one, this remains the funniest (and most reliable) of all the Bad Job Bingo entries. > We are Datamaran: a fast-paced, energetic and high-growth technology company. Well, this took a turn. Between this casual ableism, the lack of salary transparency despite competitive claims, and their ask for compensation expectations on the application, the JD practically puts itself in Tread Carefully. We could have had it all, Datamaran. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Client Success Manager ](https://apply.workable.com/datamaran/j/3AEC64EA96/?ref=supporthuman.cx) **Accounts and Community** Datamaran is dedicated to creating an inclusive environment where all of our employees and contractors are encouraged to reach their full potential, and individual differences are valued and respected. Datamaran is proud to be an equal opportunity employer; as such all applications received will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. **What we are looking for:** Are you passionate about building long-lasting relationships with customers while promoting the value of a unique SaaS product? Do you have outstanding communication and relationship-building skills while being able to manage the commercial aspects of it? We are looking for a Client Success Manager (CSM) whose responsibilities include supporting customers from onboarding to renewal by building close and lasting relationships and ensuring clients meet their goals in using our platform. You will be supported by our Implementation & Training team taking care of the customers’ first steps in their onboarding journey, technical requests from clients, while you’ll be focusing on the strategic support of accounts. You will report to the VP of Customer Success & Partnerships, based in London. When: ASAP Where: NYC, New York You will: - Be the main point of contact to clients throughout their Datamaran subscription by supporting them on their ESG journey. - Personalize the customer experience as needed with your knowledge of the client and leverage the training team where needed. - Communicate with the sales and implementation & training team to ensure all steps in the Sales to Client Success handoff are complete and documented. - Work with customers to set appropriate expectations in terms of technical support, address customer goals, determine target dates, manage customer tasks, and coordinate with the I&T manager to provide regular project updates during the onboarding phase of the customer lifecycle. - Manage the full lifecycle of the customer’s journey after onboarding to renewal. This includes conducting regular cadence check-ins, quarterly business reviews, and collaborating on expansion opportunities. - Project manage the customer onboarding experience with the I&T Manager and technical training. - Be ready to travel for in-person goal-setting, onboarding and strategic reviews with clients, primarily in Europe. - Collaborate with internal teams to ensure renewals and maximize upsell opportunities. - Be the customer advocate for new product ideas or product issue resolution, while managing reasonable customer expectations. - Collaborate with Marketing for opportunities showcasing clients’ best experience by fostering client champions’ behavior (e.g. customer case studies, client webinars, blogs…). - Host roundtables, webinars and other types of virtual events to boost information and resources for the Datamaran community. - Ensure clients are informed about product development, reinforcing broader communication. - Monitor customer platform usage KPIs to identify risks and opportunities. - Consistently and reliably manage your renewal and expansion forecast **Requirements** You have: - At least 2 years of experience as a Customer Success Manager in a SaaS company - Excellent English writing and oral communication skills. - Exceptional ability to communicate and foster positive business relationships. - Excellent organizational, prioritization skills and attention to detail. - Bachelor's degree or proven work experience as a Customer Success Manager or similar role. - Exceptional ability to communicate and foster positive business relationships. - Technical skills required, as they relate to the use of the software. Appreciated as big plus point(s) but not required: - ESG or sustainability knowledge and/or experience - Knowledge of Salesforce, Hubspot, Salesloft software **Benefits** Some of Datamaran's Benefits available to our US-based Datamaraneers: - *Competitive Salary package including achievable OTE* - *24 Vacation days excluding bank holidays, plus Juneteenth* - *Medical, Dental & Vision insurance (premium contribution)* - *Paid Sick leave* - *Paid Parental leave* - *401k* - New benefits continue to be introduced as the US team grows - In this role, not only will you help to grow our business but also grow yourself. At Datamaran we believe in personal development. We will have a learning path ready for that is built around three pillars: sales, communication & sustainability knowledge. Once with us we provide you with multiple options to grow internally. This is your path to success. **About us:** We are Datamaran: a fast-paced, energetic and high-growth technology company. We're a distributed and fully digital company with over 120 members of staff working across the globe, with offices in London, Valencia, New York and the Netherlands. Such a unique mix makes Datamaran a unique, collaborative and ambitious workplace. We recognize that people of different backgrounds widen our perspective, so we’re committed to diversity, equality and inclusion in everything we do. Our team of talented individuals represent over 25 nationalities, with 50% of our leaders, and employees, being female. **Our values:** Performance-driven We have different backgrounds, we are from all around the world and we have diverse expertise. What unites us is our focus on performing at our best, continuously learning and thriving as we face new challenges. Collaborative We are a close-knit team who supports one another with the bigger vision in mind. We think two heads are better than one, and we consult with and support our colleagues to find the best solutions for our clients. Committed We are an ambitious company with a mission to put sustainability risk on the radar of every business – and we are passionate about using the latest technology and our creativity to achieve that. Agile Change is a constant, and we are ready to bend and flex to adapt to the external environment and jump on opportunities. Our vision is clear, but the path to get there may change; we are excited about every twist and turn. ### Onboarding Manager URL: https://supporthuman.cx/jobs/onboarding-manager/ Last updated: 2026-08-07T22:09:39.000Z ## [Mangomint](https://www.mangomint.com/contact-us/?ref=supporthuman.cx) | $75,000 + $15k-35k Commission ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems like a pretty straightforward onboarding role, with the usual startup suspects ("fun" team, fast-paced environment, adapt to change/challenges, let's do the time warp again). Nothing too concerning, and the pay is good for an early-career gig. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Onboarding Manager](https://jobs.ashbyhq.com/Mangomint/55dedc38-9f0e-4d78-b94f-e2adbc239c70?ref=supporthuman.cx) **About Mangomint** [Mangomint](https://www.mangomint.com/?ref=supporthuman.cx) is a fast-growing Series B SaaS company on a mission to provide [next-generation software](https://www.capterra.com/p/187593/Mangomint/?ref=supporthuman.cx) that blends so effortlessly into the daily activities of salons and spas, that it effectively disappears. Our platform is used (and loved) every day, by more than 10,000 salon and spa professionals in the U.S. and Canada, to manage everything from appointment booking and staff management to payment processing and more. The opportunity to [work at Mangomint](https://www.glassdoor.com/Overview/Working-at-Mangomint-EI%5FIE2539548.11,20.htm?ref=supporthuman.cx) offers many possibilities. We’re a pretty small team but we’re doing really BIG things. We’re a fully remote, fun, and hard-working team with the occasional in-person get-together every few months. Come build with us! **About the Role** As an Onboarding Manager at Mangomint, you will build impactful relationships with our customers to ensure they fully understand, use, and adopt our software platform. You’ll establish a strong rapport with key stakeholders and execute a process-driven onboarding experience. In this role, you’ll work directly with customers to document their desired outcomes, complete product training, configure their Mangomint account, import their data, and roll out the product to their users. You’ll manage a portfolio of onboarding projects across salons and spas in the US & Canada, and you’ll be supported by various Mangomint teams as you guide our customers through their onboarding journey. In your Onboarding Manager role you will: - Guide customers through the adoption of Mangomint by managing their onboarding journey, documenting goals, providing product training via Zoom, and configuring their accounts for a smooth rollout. - Oversee multiple onboarding projects simultaneously, coordinating with internal teams to meet milestones and deliver on-time results. - Collaborate with cross-functional teams, including engineering, product, sales, and marketing, to continuously improve the onboarding experience and address customer feedback. - Track and analyze onboarding performance, using data to refine processes and ensure customer satisfaction. - Serve as a trusted resource for best practices, offering tailored advice to help salons and spas optimize their use of Mangomint. **What We’re Looking For** - 2+ years of experience in a customer-facing role in a SaaS environment, with a preference for vertical SaaS; experience with CRM systems (e.g., Salesforce), project management tools (e.g., Notion), and communication tools (e.g., Slack) is a plus. - Strong proficiency in Excel, with experience manipulating and importing large datasets, combined with excellent written and verbal communication skills to quickly build trust with customers. - Detail-oriented and highly organized, able to manage time effectively while ensuring accuracy and thoroughness in all tasks. - A collaborative team player who can also work independently, thrive in a fast-paced environment, and adapt to evolving processes and challenges. - Empathetic and passionate about helping customers succeed, with a commitment to improving organizational systems to reduce extra work and enhance efficiency. **What You’ll Love About Mangomint** - Unlimited PTO - Generous monthly wellness budget for gym memberships, yoga, etc. - Premium subscription to the [Calm](https://www.calm.com/?pid=googleadwords%5Fint&af%5Fchannel=googlesem&af%5Fc%5Fid=14668023573&af%5Fadset%5Fid=136070395885&af%5Fad%5Fid=603377958418&af%5Fsiteid=g&af%5Fsub%5Fsiteid=&af%5Fkeyword=kwd-316578326783&af%5Fsub3=c&af%5Fsub4=Cj0KCQiAkMGcBhCSARIsAIW6d0COoPkg49T2ESdqQlUlpJIF4KxYkRluepIYfFEFcGjSwxu10SAfBhoaAvuGEALw%5FwcB&utm%5Fmedium=paid&utm%5Fsource=googlesem&utm%5Fcampaign=14668023573&utm%5Fcontent=homepage&utm%5Fterm=kwd-316578326783&gclid=Cj0KCQiAkMGcBhCSARIsAIW6d0COoPkg49T2ESdqQlUlpJIF4KxYkRluepIYfFEFcGjSwxu10SAfBhoaAvuGEALw%5FwcB) app & [One Medical](https://www.onemedical.com/?ref=supporthuman.cx) membership - Health, dental, vision, life & LTD insurance - Travel to exciting & fun team events - 401k (no matching) ***Mangomint is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability and genetic information (including family medical history).*** ### Customer Support Specialist URL: https://supporthuman.cx/jobs/customer-support-specialist-3/ Last updated: 2026-08-07T22:09:40.000Z ## [Mangomint](https://www.mangomint.com/about-us/?ref=supporthuman.cx) | $55,000-$60,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** You know what, Mangomint gets points for having a hella-focused mission and vision statement and a near-gender-balanced senior leadership team. These aren't the best-written job duties I've ever seen, but at least I feel confident a real person wrote them, and that's something. > Enjoyment in working on difficult-to-solve problems, even in stressful situations It's not that I think salon and spa operations can't be stressful, I just always wonder why companies think that customers' stress must always transfer to customer support teams. As someone who's both worked in what would be considered highly stressful fields and led teams, I know that doesn't have to be true, so it's frustrating to see this so often in job descriptions. Overall, though, this job seems pretty straightforward, the benefits are fine, and the pay is good for a fairly entry-level remote role. Nice to see a solid Eh, It's Probably Fine for this week's issue. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Support Specialist](https://jobs.ashbyhq.com/Mangomint/988f5415-d101-4679-a814-cec121a48eae?ref=supporthuman.cx) **About Mangomint** [Mangomint](https://www.mangomint.com/?ref=supporthuman.cx) is a fast-growing Series B SaaS company on a mission to provide [next-generation software](https://www.capterra.com/p/187593/Mangomint/?ref=supporthuman.cx) that blends so effortlessly into the daily activities of salons and spas, that it effectively disappears. Our platform is used (and loved) every day, by more than 10,000 salon and spa professionals in the U.S. and Canada, to manage everything from appointment booking and staff management to payment processing and more. The opportunity to [work at Mangomint](https://www.glassdoor.com/Overview/Working-at-Mangomint-EI%5FIE2539548.11,20.htm?ref=supporthuman.cx) offers many possibilities. We’re a pretty small team but we’re doing really BIG things. We’re a fully remote, fun, and hard-working team with the occasional in-person get-together every few months. Come build with us! **About the Role** At Mangomint, our customers are everything. Our Customer Support Specialists are committed to providing best-in-class customer support by quickly and accurately answering their questions. We hold our Customer Support Specialists to high standards, reflecting the high expectations of our customers. As part of our growing team, you will directly impact the everyday lives of our customers. If you care deeply about customers, are excited to learn, and want to be a part of a fast growing start-up and all that comes with it, this may be the role for you. As a Customer Support Specialist at Mangomint, you will: - Troubleshoot and respond to inquiries from our customers, primarily through chat but also over calls - Continually increase your Mangomint product and industry knowledge so you can provide expert-level answers and support - Collaborate with other teams to identify and resolve technical issues reported by customers - Document and share common customer issues and solutions - Provide customized solutions and preemptive follow-ups to ensure customer satisfaction and retention **What We're Looking For** - A minimum of 1 year of experience in a software support position - The ability to learn incredibly quickly and an “I’ll figure it out” attitude, while also not being afraid to ask questions - Independence and the ability to work well independently and as part of a team - Enjoyment in working on difficult-to-solve problems, even in stressful situations - Passion for talking with people from all walks of life, maintaining respect and kindness - Strong written communication skills\*Experience with salons and spas (or beauty & wellness in general) would be highly beneficial **What You’ll Love About Mangomint** - Unlimited PTO - Generous monthly wellness budget for gym memberships, yoga, etc. - Premium subscription to the [Calm](https://www.calm.com/?pid=googleadwords%5Fint&af%5Fchannel=googlesem&af%5Fc%5Fid=14668023573&af%5Fadset%5Fid=136070395885&af%5Fad%5Fid=603377958418&af%5Fsiteid=g&af%5Fsub%5Fsiteid=&af%5Fkeyword=kwd-316578326783&af%5Fsub3=c&af%5Fsub4=Cj0KCQiAkMGcBhCSARIsAIW6d0COoPkg49T2ESdqQlUlpJIF4KxYkRluepIYfFEFcGjSwxu10SAfBhoaAvuGEALw%5FwcB&utm%5Fmedium=paid&utm%5Fsource=googlesem&utm%5Fcampaign=14668023573&utm%5Fcontent=homepage&utm%5Fterm=kwd-316578326783&gclid=Cj0KCQiAkMGcBhCSARIsAIW6d0COoPkg49T2ESdqQlUlpJIF4KxYkRluepIYfFEFcGjSwxu10SAfBhoaAvuGEALw%5FwcB) app & [One Medical](https://www.onemedical.com/?ref=supporthuman.cx) membership - Health, dental, vision, life & LTD insurance - Travel to exciting & fun team events - 401k (no matching) ***Mangomint is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability and genetic information (including family medical history).*** ### Sr Director, Customer Experience URL: https://supporthuman.cx/jobs/sr-director-customer-experience/ Last updated: 2026-08-07T22:09:41.000Z ## [Stride](https://stridelearning.com/careers/?ref=supporthuman.cx) | $147,151.50-? ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Job application is on Workday. My condolences. > This role is responsible for working throughout our organization to enhance our sales processes by being the #1 advocate and champion of the customer. I think I understand what they're getting at here, it's just a weird way of saying it. Or maybe I'm not accustomed to companies saying that sales are their #1 priority (over customer experience) so plainly. And now that I've seen the sales thing, I feel like the rest of the job description (save maybe a few bullets toward the end) is geared more toward sales than CX work, or it's written just vaguely enough to leave it up to interpretation. Which, again, just seems weird to me. All of that is not enough to put this in Tread Carefully, so I bet you're wondering why this job ended up here. Well, brace yourself because there's about to be some language: > Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections. Offers will typically be in the bottom half of the range. > We anticipate the salary range to be $147,151.50- $268,166.40\. The upper end of this range is not likely to be offered THAT'S NOT THE FUCKING SALARY RANGE, THEN. SHARE THE ACTUAL FUCKING RANGE. It is so infuriating when companies want the credit of giving a salary *without actually giving the salary,* which is such utter bullshit, especially from a company with stated values of "Trustworthiness" and "Accountability." That's not transparency, trustworthiness, or accountability. That's manipulation and it is bad practice and you should feel bad, Stride. --- ### Original Job Description: [Sr Director, Customer Experience](https://strideinc.wd1.myworkdayjobs.com/SK/job/US---VA---Remote/Sr-Director--Customer-Experience%5FJR105220?ref=supporthuman.cx) **SUMMARY**: Stride is committed to delivering exceptional products/services and fostering long-lasting relationships with our customers. We are seeking a seasoned professional to join our enrollment team as the Senior Director of Customer Experience. This role is responsible for working throughout our organization to enhance our sales processes by being the #1 advocate and champion of the customer. If you have experience in B2C / retail / e-commerce, a passion for delivering great customer service, and want to make a huge impact in your next position, this could be a great fit. Must be a self-motivated individual capable of working independently to deliver results. **ESSENTIAL FUNCTIONS:** Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. - Develop and Implement Customer Experience Strategy: - Execute *personalized* customer service engagement strategies for contact center outreach. - Establish the short and long-term digital customer engagement roadmap through developing and managing key initiatives to enhance channel utilization (email, chat, SMS, push, in-app, etc.) - Cross-Functional Collaboration: - Successfully advocate for the customer within the organization through building strong cross-functional relationships with other teams including marketing, sales, product development, IT, finance, and more. - Facilitate a strong collaborative relationship with analytics, crafting comprehensive testing strategies to expedite learning, optimization, and scaling. - Work alongside IT teams to leverage technologies that will enhance and personalize customer interactions. - Generate innovative and creative ideas for video content that resonate with target audiences and will be embedded into the overall engagement strategy. - Customer Insights and Analytics: - Customer-Centric Mindset. Identify data and insights from internal and external sources to inform customer strategy and create a deep understanding of our customers’ needs and behaviors. - Cultivate an in-depth understanding of client needs, market dynamics, and competitive forces. - Identify and prioritize key segments, use cases, and critical moments in the customer lifecycle to foster deeper relationships. - Leverage customer feedback, analytics, and market research to drive improvements. - Industry Knowledge: Familiarity with industry trends, best practices, and benchmarks in customer experience management. - Apply data analysis and interpretation to derive actionable insights for enhancing customer experience. - Leadership & Executive Presence - Hands-on leadership style with ability to foster true alignment, overcome operational challenges, and accelerate delivery. - Ability to think strategically and translate high-level vision into actionable plans and initiatives. - Management of training and quality assurance team members. **Supervisory Responsibilities:** *Directly supervises 5 - 10 Full-time Equivalent (FTE) regular employees and/or contractors. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.* **MINIMUM REQUIRED QUALIFICATIONS:** - Minimum of 10 years of progressive experience in customer experience, customer service, or related roles. - Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency. - Ability to travel 20% of the time - Ability to clear required background check **Certificates and Licenses**: None required. **DESIRED QUALIFICATIONS:** - Senior leadership experience within customer service industry. - Ability to lead and inspire a team, fostering a culture of customer-centricity and continuous improvement. - Experience implementing AI/ML technologies and/or tools to improve customer satisfaction. - Project management - Excellent written and verbal communication skills. - Familiarity with customer experience management platforms, CRM systems, and other relevant technologies. - Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree (Master’s or MBA) preferred. **Compensation & Benefits:** Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections. **Offers will typically be in the bottom half of the range.** We anticipate the salary range to be $147,151.50- $268,166.40\. ***The upper end of this range is not likely to be offered,*** as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. **WORK ENVIRONMENT:** The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - This position is virtual and open to residents of the 50 states, D.C. **The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.** **Job Type** Regular **The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.** *Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.* **Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities** The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-15/ Last updated: 2026-08-08T00:06:41.000Z Location: Boca Raton ## [finally](https://finally.com/careers.html?ref=supporthuman.cx) | No comp given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > As an integral part of our team, you will be the main contact for our customers for renewals, upsells, escalations and promoting value. Okay, cool, this all makes sense, seems normal... > This is a Junior level position so previous CSM experience is not required but preferred. Um, but as the main contact for customers, are you sure having someone with no previous CSM experience is wise? > You will own a book of 300-500 accounts where you are responsible for the overall net retention. Holy shit, are you trying to kill this new hire? This very junior, main point of contact new hire? Why? Why are you doing this? > Ability to work under pressure in a deadline-driven, team-oriented environment And by "ability to work under pressure" they mean okay with slowly being crushed under the weight of expectations, inexperience, and your 300-500 accounts until you're a tiny, person-shaped material denser than osmium. > Ability to adapt to different customer personalities and situations during outreach. "Okay with being screamed at." This pretty much always means "okay with being screamed at." Alright, I need to be dead serious right now: please know that when companies say roles like this are "junior," they don't mean that they actually want to hire someone early in their career and then develop them professionally over time. They want someone who 1) doesn't know any better and 2) is suitably dispensable. They want someone who doesn't feel like they can say no, who won't stop until it's way too late for their mental and physical health, and who is easy to get rid of once their usefulness has ended. Jobs like this are bad news, as are the companies that are creating them. Run away. [Apply for this job](https://www.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://jobs.ashbyhq.com/finally/edc2a584-6b7f-4b87-b295-d3b93b9735e1?ref=supporthuman.cx) **About finally** finally is one of America’s fastest-growing and most exciting fintech companies, focused on being the premier financial automation platform for SMBs. Our innovative product suite integrates Credit & Banking, Billing & Invoicing, Bookkeeping, and Taxes, all harmonized through cutting-edge artificial intelligence to aid Small to Medium-sized businesses. Finally aims to declutter financial operations, providing businesses with a seamless financial journey, allowing them to focus on what truly matters – their growth. We’re headquartered in sunny South Florida and we raised $200 million dollars just in 2024 to bolster our growth, to innovate, and to continue to serve our customers. Our company has more than 200 individuals today, spread between 3 offices, and we look forward to continuing to grow the team. We are seeking a highly motivated and dynamic Customer Success Manager to join our team. As an integral part of our team, you will be the main contact for our customers for renewals, upsells, escalations and promoting value. This role requires excellent communication skills, and a passion for building long-lasting customer relationships. This is a Junior level position so previous CSM experience is not required but preferred. **Responsibilities:** - You will own a book of 300-500 accounts where you are responsible for the overall net retention. - Promote the value of the product and service via the customer journey - Upsell services and products with the brand image - Assist in creating training courses and educational materials - Assist with customer escalations and work alongside the team to provide resolutions for your customers. - Collaborate closely with the sales team, marketing, and other departments to align strategies and optimize the customer's experience. - Stay up-to-date with industry trends, product knowledge, and sales techniques to improve performance and stay ahead of competitors. **Requirements:** - 1-2 years in a Customer Facing Role. - A strong work ethic and exceptional organizational skills and willingness to learn - Ability to work under pressure in a deadline-driven, team-oriented environment - Knowledge of billing systems and customer relationship management software, preferably Salesforce - Strong Microsoft Excel skills (including pivot tables and v-look ups) - Proven ability to provide direct, proactive, and prompt response to customer issues, resolutions, and process cancellations when appropriate. - Strong verbal and written communication skills, - Highly self-motivated and driven to achieve and exceed targets. - Ability to adapt to different customer personalities and situations during outreach. - Familiarity with CRM software (Salesforce) - Ability to work collaboratively within a team-oriented environment. - Strong organizational and time management skills to efficiently handle multiple tasks and priorities. **Nice to have’s:** - Understand basic accounting principles and functions in addition to how businesses manage cash flow, and a basic understanding in economics. - A background in Banking, Finance, and Accounting. - B.A, B.S or equivalent experience - Spanish Speaking **Working Schedule:** This is a full-time, in-office position with a 5-day workweek. Office hours are typically from (9:00AM - 6:00 PM) from Monday to Friday. **Benefits** - Health insurance - Dental insurance - Employee stock purchase plan - Paid time off - Paid training - Vision insurance ### Technical Support Specialist - Tier 1 URL: https://supporthuman.cx/jobs/technical-support-specialist-tier-1/ Last updated: 2026-08-08T00:06:26.000Z Location: Phoenix ## [Virtuous](https://virtuous.org/company/about/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Employing a proactive and engaged method, you'll be responsible for taking a hands-on role at the forefront This ridiculous word soup sounds suspiciously like AI. > Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail. LOL. Of course. > Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task. I would argue that it's not a Tier 1 support agent's job to be innovative in this way – their job is to quickly analyze and identify a problem, resolve it if possible, and escalate it quickly and efficiently if not. If Virtuous spent any time at all explaining how they support this position or its professional growth or even the compensation package (which, yes, absolutely matters here), maybe I'd think otherwise, but they don't. > Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations. All of this is just a red flag. No information about what supports the Teir 1 team receives, which makes me think they shouldn't expect to receive any, which is just bad news. > Adapt to new challenges and responsibilities as they arise in a dynamic work environment. Yikes. > Ability to manage workload based on changing priorities. > Phenomenal organizational skills. > Desire for constant growth personally and professionally. > The ability to thrive in a fast-paced, flexible start-up environment. > Ability to take your work seriously without taking yourself too seriously. So I'm guessing this is the "storm" Virtuous' founder is talking about in that recruitment video? My advice is to run away from the storm. Run far, far away. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Technical Support Specialist - Tier 1](https://jobs.ashbyhq.com/Virtuous/af7c819f-3ebb-49a0-8e1a-4db6ac364058?ref=supporthuman.cx) **About Us** Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving. Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do. The ideal candidate for Virtuous embodies our values by: - Asking questions with a spirit of curiosity - Giving feedback freely with candor & grace, welcoming it in return - Displaying a passion for philanthropy and technology - Serving with joy. Everyone is willing to make the coffee! - Celebrating the wins & milestones of others - Assuming good intent & demonstrating trust in others - Pursuing relationships with people different from themselves & creates space to be human Find our core values & more [**here**](https://virtuous.org/company/about/?ref=supporthuman.cx). **Position Summary** As a Technical Support Specialist at Virtuous, you will be part of our Tier 1 team providing exceptional customer service and support to our customers. Employing a proactive and engaged method, you'll be responsible for taking a hands-on role at the forefront, addressing customer issues through email-based tickets and promptly responding to incoming calls. You'll gain expertise in different areas of the Virtuous product portfolio, becoming skilled at recognizing, evaluating, and resolving issues with speed and precision. **Responsibilities** - Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail. - Achieve and maintain key metrics such as ticket closures, response time, full resolution times, and CSAT. - Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task. - Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations. - Detect, analyze, and communicate bugs to the Tier 2 support team through thorough investigation and supporting evidence - Keep customers informed about the status of their issues, providing regular updates and setting clear expectations. - Maintain a positive, empathetic, and professional attitude toward customers at all times. - Work closely with the rest of the Virtuous Customer Success team to ensure positive customer health and experience. - Adapt to new challenges and responsibilities as they arise in a dynamic work environment. **You Must Have** - 2+ years B2B SaaS Technical Support experience - Experience with CRM systems. - Former use of a ticketing system such as Zendesk, Intercom, Freshdesk, etc. - Must have an analytical mindset and ability to troubleshoot/test use cases and issues in software. - Ability to manage workload based on changing priorities. - Clear and articulate communication skills. - Phenomenal organizational skills. - Desire for constant growth personally and professionally. - The ability to thrive in a fast-paced, flexible start-up environment. - Ability to take your work seriously without taking yourself too seriously. **What We Offer** - Market competitive pay leveraging Carta data - Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.) - 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days - We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO - Supportive time off including paid volunteer days and company holidays - Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). - 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well) - We pride ourselves on Community and host exciting company outings and events. ### Director Of Customer Success URL: https://supporthuman.cx/jobs/director-of-customer-success-7/ Last updated: 2026-08-07T22:09:45.000Z ## [Virtuous](https://virtuous.org/company/about/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Watching Virtous' company recruitment video and watching their founder repeat, "We do hard things" and "We walk into the storm" has me hovering over that "Unsure if you're joining a cult or a company" Bad Job Bingo entry like I'm a Search & Rescue helicopter coming in for the save. The rest of the video is fine, normal even. But like. I want to go to work. I don't want to walk into a storm with my coworkers unless we are legit first responders. Can we not with these alarming metaphors, please. Okay, so look. This could just be me. I am highly suspicious and cynical, I fully own that. But everything in this job description just comes across as slightly off. Just, like, *this* side of reasonable. > Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery I asked the Bad Job Bingo Board of Directors if this is something we'd expect a Director of Success would do, and the verdict was that maybe they're creating the processes for creating plans, and perhaps this was just worded poorly, so I'm going to go with that. > Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors I can't decide if this is an interesting white-glove strategy or sheer madness. > Define organization-wide responsibilities for each stage of the customer journey This has "CX is responsible for all customer outcomes" written all over it. > Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach. See? See what I mean about things just feeling slightly off? > Revise CSM compensation plans annually or as necessary This feels ominous. Revise in what way? Also, "Employer-contributed healthcare benefits"? Why not just say what the contributions are? "Market competitive pay leveraging Carta data"? Why not just say what the pay is? The whole Benefits section is like that. Why are they being so weird about it? ALSO ALSO, you want to hear some *real* bullshit? This job is listed as Remote but then on the application, it asks this question: > Are you ok working a hybrid work schedule (3 days in office)? That kind of deceptive bait-and-switch isn't exactly virtuous, you know what I'm saying? And then there's *this* required question: > Explain your understanding of SaaS business models and your experience working in a SaaS environment. Additionally, describe any experience you have working with nonprofit organizations and how it influences your approach to Customer Success. "This is a time-wasting, AI-baiting, borderline insulting question to which the only reasonable response is, 'fuck that noise.' In this essay, I will–" BINGO. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director Of Customer Success](https://jobs.ashbyhq.com/Virtuous/0ebf89d8-92a6-4b2f-a86c-c523a9374e06?ref=supporthuman.cx) **About Us** Virtuous is on a mission to inspire global generosity by helping nonprofits build better relationships with their donors. We offer a modern software platform that provides mid-sized charities with elegant tools for fundraising, marketing, volunteerism, and online giving. Our talented team is driven to disrupt the status quo in the nonprofit sector. We are hungry, humble, and committed to delivering best-in-class software solutions, customer success interactions, and sales experiences to the world’s leading nonprofits We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity by volunteering at nonprofits or going the extra mile for our team and the customers we serve. We take our work seriously, but we don’t take ourselves too seriously. We believe that life is too short not to love what you do. The ideal candidate for Virtuous embodies our values by: - Asking questions with a spirit of curiosity - Giving feedback freely with candor & grace, welcoming it in return - Displaying a passion for philanthropy and technology - Serving with joy. Everyone is willing to make the coffee! - Celebrating the wins & milestones of others - Assuming good intent & demonstrating trust in others - Pursuing relationships with people different from themselves & creates space to be human Find our core values & more [**here**](https://virtuous.org/company/about/?ref=supporthuman.cx). *Candidates local to Phoenix, AZ will be prioritized at this time* **Position Summary** We are seeking a strategic and results-driven Director of Customer Success to lead our quota carrying Mid Market and Enterprise Customer Success teams. Reporting to our Chief Customer Officer, you will be responsible for ensuring our customers achieve their desired outcomes while maximizing the value they receive from our products and services. You will also own retention and expansion for all Virtuous customers across all Virtuous products. This role requires a blend of people leadership, strategic thinking, and hands-on execution to drive customer retention, renewals, and revenue growth. **Responsibilities** - **Own and optimize customer journey** - Establish and promote a vision for an exceptional end-to-end customer experience tailored to the unique needs of nonprofits - Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery - Define and oversee key lifecycle processes, including the executive sponsor program to build strategic relationships, executive business Review processes to assess satisfaction and growth opportunities, and renewal and expansion playbooks to drive customer renewals and product usage - Develop standard presentation materials for lifecycle plays, ensuring all customer-facing teams have the tools they need to effectively communicate value and progress - Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors - **Drive customer value** - Collaborate with Director of Customer Onboarding and Services to optimize time to value - Understand change management best practices for nonprofits - Enable CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor - Define, drive, and demonstrate the value (ROI) delivered to customers - Collaborate with Marketing to generate customer facing resources that enable CSM retention and expansion opportunities - **Lead cross-functionally to drive customer success** - Define organization-wide responsibilities for each stage of the customer journey - Gather feedback from other departments, including Sales, Services, Support, Product, and others, to improve the customer experience - Collaborate with other Virtuous leaders to refine company-wide definition of ideal customer profile - Help foster company-wide culture of Customer Success - **Maximize CS specific platforms and tools** - Facilitate the adoption of essential processes in ChurnZero - Ensure ChurnZero is our company’s single source of truth for customer health - Create and/or refine dashboards to measure customer success - Work with CCO and CX Operations Manager to refine ChurnZero ChurnScores periodically over time - Generate strategies for high-touch teams to leverage ChurnZero and enhance low-touch digital customer journeys - **Own key metrics for your team and for Virtuous** - Gross renewal rate - Net renewal rate - Expansion revenue - Virtuous Payments Growth Rate - Customer generated stage 2 pipeline for sales - NPS - Employee NPS - Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates - **Recruit, mentor, and inspire a world-class team** - Build a pipeline of great CSM candidates to meet the needs of our quickly growing team. - Establish an effective interview process - Establish performance expectations and growth paths for team members and provide regular relevant feedback - Transition out underperforming team members - Develop enablement strategies for CSMs - Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach. - Revise CSM compensation plans annually or as necessary - Determine the segmentation of the customer base and align the team structure and levels accordingly **You Must Have** - 6+ years of experience in Customer Success or Account Management roles, with at least 3+ years in a leadership capacity - Experience overseeing managers - Proven track record of managing a Customer Success team and driving team performance metrics - Strong understanding of SaaS business models and experience in a SaaS environment - Nonprofit knowledge and experience preferred - Exceptional leadership, communication, and interpersonal skills - Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions - Experience implementing and/or managing customer success platforms or CRM systems (e.g., Hubspot, ChurnZero) is a plus **What We Offer** - Market competitive pay leveraging Carta data - Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.) - 401(k) retirement plan with company matching- 50% match up to 6% of compensation after 90 days - We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO - Supportive time off including paid volunteer days and company holidays - Employer-contributed healthcare benefits, encompassing medical, dental, and vision coverage, with plans available for dependents and choices for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). - 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well) - We pride ourselves on Community and host exciting company outings and events. ### Manager, Customer Success URL: https://supporthuman.cx/jobs/manager-customer-success/ Last updated: 2026-08-08T00:06:37.000Z Location: Kansas City ## [SafetyCulture](https://safetyculture.com/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** There are two different job titles in this job description, Manager, Customer Success and Customer Success Manager. Which one refers to this role specifically? Your guess is as good as mine. Also, what's the difference between a Manager of Customer Success, a Manager, Customer Success, and a Customer Success Manager at SafetyCulture? They repeat their inclusivity statement twice in this JD, and yes, there are still font issues. At this point, given SafetyCulture's inability to do something as minor as QA their own job descriptions, I'm a little worried about the efficacy of their actual product. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Manager, Customer Success](https://jobs.lever.co/safetyculture-2/8b489acf-3a0c-4ab8-941b-d4086e3c128b?ref=supporthuman.cx) SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day. We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation. Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe.An awesome opportunity has arisen for a Manager, Customer Success to join our team! Our Customer Success team partners with customers to ensure outcome alignment and value realization through their use of the SafetyCulture platform. Once onboarded, Customer Success Managers are responsible for driving adoption, retention, expansion and advocacy of our product, which directly contributes to SafetyCulture’s goals and growth targets. Your dedication to our mission, customer centric approach and dedication to coaching toward best in class Customer Success processes and behaviors will ensure consistent target achievement and development of the Customer Success team. You will share innovative ideas and collaborate regularly with cross functional teams with a focus on driving continuous improvement initiatives. **About You:** - 5+ years of experience in customer success, account management, or a related field within the SaaS industry - 2+ years of proven experience managing and coaching a team to achieve performance metrics - Strong understanding of SaaS business models and customer success metrics (GRR, NRR, Net ARR) - Excellent communication, interpersonal, and leadership skills - Ability to analyze data, develop insights, and drive strategic initiatives - Proficiency with customer success tools and CRM software (e.g., Vitally, Salesforce) - Strong problem-solving skills and the ability to work in a fast-paced, dynamic environment **How You Will Spend Your Time:** - Track CSM activities and ensure expectations are being met consistently to drive predictable outcomes - Monitor at-risk customers/renewals and ensure CSMs are aligning to risk mitigation process, including engagement of cross functional teams where necessary - Regularly review CSM calls in Gong and provide feedback to ensure performance expectations are being met and drive continual development of team members - Provide regular renewal forecasting updates to Director of Customer Success and proactively flag risks - Create playbooks and processes to drive outcomes for the business - Identify trends in retention, expansion, customer insights, product feedback, etc. and partner with cross-functional stakeholders to develop strategies/initiatives to address key areas of opportunity - Partner with the Director of Customer Success to develop and deliver plans to scale Customer Success at SafetyCulture **Benefits:** - Equity with high growth potential and a competitive salary - Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office - 401k - Generous Medical Insurance plans - In-house Chef serving up daily breakfast, lunch and snacks - Wellbeing initiatives such as subsidised fitness programs, EAP services - Paid Parental Leave - Access to professional and personal training and development opportunities - Hackathons, Workshops, Lunch & Learns - We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies - Freshly brewed coffee, beers, boutique wines and a range of non-alcoholic beverages - Quarterly celebrations and team events - Pickle Ball Court, modern workspace and pet-friendly office - We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia, the US and the UK. We’re committed to [building inclusive teams and cultivating a sense of belonging](https://docs.google.com/presentation/d/19tYquJBagYDEPvZa3DcQYTCyaa5639HOf64QfPl-Xvw/edit?ref=supporthuman.cx#slide=id.g96242babf2%5F0%5F0k%20each%20day.) so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in [Australia](https://medium.com/@SafetyCulture/what-makes-safetyculture-the-4th-best-place-to-work-in-australia-ee510d2c81e9?ref=supporthuman.cx), the [US](https://www.bizjournals.com/kansascity/news/2020/11/13/best-places-to-work-2020-safetyculture.html?ref=supporthuman.cx) and the [UK](https://medium.com/@SafetyCulture/heres-why-our-manchester-office-is-one-of-the-best-tech-workplaces-in-the-uk-5afa4c197dce?ref=supporthuman.cx). Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with youYou can find out more about life at SafetyCulture via [Youtube](https://www.youtube.com/c/SafetycultureAu?ref=supporthuman.cx), [Twitter](https://twitter.com/iauditorbysc?lang=en&ref=supporthuman.cx), [Instagram](https://www.instagram.com/safetyculturelife/?hl=en&ref=supporthuman.cx) and [LinkedIn](https://www.linkedin.com/company/safetyculturehq/life/a7e2a3ba-83ce-4098-8692-8688fab6a7fb/?ref=supporthuman.cx).To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9\. E-Verify Works for Everyone. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 or [dhs.gov/e-verify](http://dhs.gov/e-verify?ref=supporthuman.cx) ### Customer Onboarding Manager/ Customer Success Manager- LATAM URL: https://supporthuman.cx/jobs/customer-onboarding-manager-customer-success-manager-latam/ Last updated: 2026-08-07T22:09:48.000Z ## [SafetyCulture](https://safetyculture.com/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** I swear I entered the role title exactly as it's displayed on the job listing. I'm not sure what's going on with this role, but the title in the actual job description is Customer Onboarding Manager, so...I dunno, man, I'm just the rater. Again with the font problems. I should change the job board's tagline temporarily to: "I deal with the tiny font-induced headaches, so you don't have to." It seems identical to the other onboarding role with this company, just in Kansas City. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Onboarding Manager/ Customer Success Manager- LATAM](https://jobs.lever.co/safetyculture-2/f8230239-de1f-4d77-9c92-b9e1649f68cd?ref=supporthuman.cx) SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day. We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation. Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe.As we continue to grow, an opportunity has arisen for a Customer Onboarding Manager to join our Customer Success team. As a Customer Onboarding Manager, you are the most important touchpoint for our newest customers who are about to start their SafetyCulture journey to drive safety, quality and operational outcomes. You will play a critical role in ensuring the successful deployment of SafetyCulture products with our customers. You’ll use your exceptional communication skills to work closely with the Sales and Customer Success teams to deliver projects on time, while exceeding the needs and expectations of our customers. As our teams continue to scale globally we are looking for an ambitious Customer Onboarding Manager with a passion to set others up for success. You will support key projects as we continue to build out a world class customer onboarding process and experience globally. **About you:** - Strong relationship and stakeholder management skills - Experience implementing software (SaaS experience desirable) - Ability to actively listen, understand customer pain points and take action - Ability to prioritise proactive outreach to customers and leverage playbooks and processes to drive success - A strong passion for teaching, coaching and delivering change through technology in a target driven environment - A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption - Persuasion and presentation skills, with the ability to communicate up and down an organisation underpinned by outstanding verbal and written communication skills - Native or bilingual in Spanish **How you will spend your time:** - Own and project manage the onboarding of our customers from post-sales through successful onboarding closeout and working with our LATAM markets - Drive customer adoption by using data to understand how product usage drives ongoing success - Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new use cases with SafetyCulture - Collaborate on projects to improve onboarding and customer success processes - Lead onsite training and workshops - Share customer stories and best practices through team enablement sessions - Provide insights on customer behaviours throughout their SafetyCulture onboarding **More than a job:** - Equity with high growth potential, and a competitive salary - Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office - Access to professional and personal training and development opportunities - Hackathons, Workshops, Lunch & Learns - We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies **Benefits:** - Equity with high growth potential and a competitive salary - Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office - 401k - Generous Medical Insurance plans - In-house Chef serving up daily breakfast, lunch and snacks - Wellbeing initiatives such as subsidised fitness programs, EAP services - Paid Parental Leave - Access to professional and personal training and development opportunities - Hackathons, Workshops, Lunch & Learns - We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies - Freshly brewed coffee, beers, boutique wines and a range of non-alcoholic beverages - Quarterly celebrations and team events - Pickle Ball Court, modern workspace and pet-friendly office We’re committed to [building inclusive teams and cultivating a sense of belonging](https://docs.google.com/presentation/d/19tYquJBagYDEPvZa3DcQYTCyaa5639HOf64QfPl-Xvw/edit?ref=supporthuman.cx#slide=id.g96242babf2%5F0%5F0k%20each%20day.) so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in [Australia](https://medium.com/@SafetyCulture/what-makes-safetyculture-the-4th-best-place-to-work-in-australia-ee510d2c81e9?ref=supporthuman.cx), the [US](https://www.bizjournals.com/kansascity/news/2020/11/13/best-places-to-work-2020-safetyculture.html?ref=supporthuman.cx) and the [UK](https://medium.com/@SafetyCulture/heres-why-our-manchester-office-is-one-of-the-best-tech-workplaces-in-the-uk-5afa4c197dce?ref=supporthuman.cx). Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with youYou can find out more about life at SafetyCulture via [Youtube](https://www.youtube.com/c/SafetycultureAu?ref=supporthuman.cx), [Twitter](https://twitter.com/iauditorbysc?lang=en&ref=supporthuman.cx), [Instagram](https://www.instagram.com/safetyculturelife/?hl=en&ref=supporthuman.cx) and [LinkedIn](https://www.linkedin.com/company/safetyculturehq/life/a7e2a3ba-83ce-4098-8692-8688fab6a7fb/?ref=supporthuman.cx).To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9\. E-Verify Works for Everyone. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 or [dhs.gov/e-verify](http://dhs.gov/e-verify?ref=supporthuman.cx) ### Customer Onboarding Manager- LATAM URL: https://supporthuman.cx/jobs/customer-onboarding-manager-latam/ Last updated: 2026-08-08T00:06:22.000Z Location: Miami ## [SafetyCulture](https://safetyculture.com/meet-the-team/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** The font problems are even worse in this job description than they are in the other two roles I've rated for this company so far. Otherwise, it seems like a straightforward onboarding role, but accessibility issues and lack of salary transparency puts it squarely in Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Onboarding Manager- LATAM](https://jobs.lever.co/safetyculture-2/09694134-c069-4c7b-88a0-c4b5abb19500?ref=supporthuman.cx) SafetyCulture is a global, product-led SaaS company with the mission of helping distributed working teams get better every day. We're a mobile-first operations platform that gives workers a voice, and leaders visibility, to make better decisions in the workplace every day. Our mission is to unite teams to become a force for improvement in any organisation. Headquartered in Sydney, SafetyCulture has six offices around the world and over 1 million users across the globe.As we continue to grow, an opportunity has arisen for a Customer Onboarding Manager to join our Customer Success team. As a Customer Onboarding Manager, you are the most important touchpoint for our newest customers who are about to start their SafetyCulture journey to drive safety, quality and operational outcomes. You will play a critical role in ensuring the successful deployment of SafetyCulture products with our customers. You’ll use your exceptional communication skills to work closely with the Sales and Customer Success teams to deliver projects on time, while exceeding the needs and expectations of our customers. As our teams continue to scale globally we are looking for an ambitious Customer Onboarding Manager with a passion to set others up for success. You will support key projects as we continue to build out a world class customer onboarding process and experience globally. **About you:** - Strong relationship and stakeholder management skills - Experience implementing software (SaaS experience desirable) - Ability to actively listen, understand customer pain points and take action - Ability to prioritise proactive outreach to customers and leverage playbooks and processes to drive success - A strong passion for teaching, coaching and delivering change through technology in a target driven environment - A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption - Persuasion and presentation skills, with the ability to communicate up and down an organisation underpinned by outstanding verbal and written communication skills - Native or bilingual in Spanish **How you will spend your time:** - Own and project manage the onboarding of our customers from post-sales through successful onboarding closeout and working with our LATAM markets - Drive customer adoption by using data to understand how product usage drives ongoing success - Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new use cases with SafetyCulture - Collaborate on projects to improve onboarding and customer success processes - Lead onsite training and workshops - Share customer stories and best practices through team enablement sessions - Provide insights on customer behaviours throughout their SafetyCulture onboarding **More than a job:** - Equity with high growth potential, and a competitive salary - Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office - Access to professional and personal training and development opportunities - Hackathons, Workshops, Lunch & Learns - We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies **Benefits:** - Equity with high growth potential and a competitive salary - Flexible working arrangements, we encourage you to create the best work blend while working from your home and the local SafetyCulture office - 401k - Generous Medical Insurance plans - In-house Chef serving up daily breakfast, lunch and snacks - Wellbeing initiatives such as subsidised fitness programs, EAP services - Paid Parental Leave - Access to professional and personal training and development opportunities - Hackathons, Workshops, Lunch & Learns - We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies - Freshly brewed coffee, beers, boutique wines and a range of non-alcoholic beverages - Quarterly celebrations and team events - Pickle Ball Court, modern workspace and pet-friendly office We’re committed to [building inclusive teams and cultivating a sense of belonging](https://docs.google.com/presentation/d/19tYquJBagYDEPvZa3DcQYTCyaa5639HOf64QfPl-Xvw/edit?ref=supporthuman.cx#slide=id.g96242babf2%5F0%5F0k%20each%20day.) so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in [Australia](https://medium.com/@SafetyCulture/what-makes-safetyculture-the-4th-best-place-to-work-in-australia-ee510d2c81e9?ref=supporthuman.cx), the [US](https://www.bizjournals.com/kansascity/news/2020/11/13/best-places-to-work-2020-safetyculture.html?ref=supporthuman.cx) and the [UK](https://medium.com/@SafetyCulture/heres-why-our-manchester-office-is-one-of-the-best-tech-workplaces-in-the-uk-5afa4c197dce?ref=supporthuman.cx). Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you You can find out more about life at SafetyCulture via [Youtube](https://www.youtube.com/c/SafetycultureAu?ref=supporthuman.cx), [Twitter](https://twitter.com/iauditorbysc?lang=en&ref=supporthuman.cx), [Instagram](https://www.instagram.com/safetyculturelife/?hl=en&ref=supporthuman.cx) and [LinkedIn](https://www.linkedin.com/company/safetyculturehq/life/a7e2a3ba-83ce-4098-8692-8688fab6a7fb/?ref=supporthuman.cx).To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9\. E-Verify Works for Everyone. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS: 888-897-7781 or [dhs.gov/e-verify](http://dhs.gov/e-verify?ref=supporthuman.cx)[Apply for this job](https://jobs.lever.co/safetyculture-2/09694134-c069-4c7b-88a0-c4b5abb19500/apply?ref=supporthuman.cx) ### Manager of Customer Success URL: https://supporthuman.cx/jobs/manager-of-customer-success/ Last updated: 2026-08-07T22:09:50.000Z ## [SafetyCulture](https://safetyculture.com/meet-the-team/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Same problem with font sizes as with the Director of Success role. I don't have much new to say about this role except that it is very similar to the Director role. Literally, the bullet points are almost copy-and-paste identical. I get that these roles will have some overlap, and seniority may be the biggest differentiator, but I dunno. It strikes me as odd and makes me wonder if they are entirely sure about the team's structure. I don't think this one is as worrisome as the Director role, however, so I'm putting it in Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Manager of Customer Success](https://jobs.lever.co/safetyculture-2/bec9c9ae-ba62-4df2-934a-bf95e1bf93e4?ref=supporthuman.cx) SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. Our HQ is in Sydney, and alongside our Manchester office located in the heart of the city centre, we also have a presence in Kansas City, Amsterdam, Manila, and Townsville. With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?" Are you a strategic and purpose driven leader motivated to deliver exceptional customer outcomes? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment? Then, we welcome you to join our team as Manager of Customer Success! In this role, you'll play a pivotal part in refining our customer success strategy and ensuring the delivery of a world class experience to SafetyCulture customers. Your business acumen and hands on approach will ensure strategic objectives align to company vision and goals with a focus on driving customer retention, advocacy and expansion. You will mentor, lead and inspire an established customer success team and partner with key stakeholders across the organisation to foster an ongoing culture of collaboration, knowledge sharing and innovation **What you'll be doing** - Manage and lead a team in the UKIMEA Customer Success organisation, providing guidance, support and coaching to ensure the team’s success in achieving their goals. - Help the team deliver against quarterly targets around retention, net growth, and platform adoption. - Refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion, and advocacy. - Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health, and retention. - Engage in close collaboration with senior-level executives, global Customer Success leadership and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation. - Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations. - Through taking ownership and driving impactful initiatives, you will tackle issues like scalable onboarding, retention, and heighten engagement and usage, contributing to our continued growth and success. - Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics. **Experience you'll bring** - Prior leadership and team management experience, with a strong background in scaling and leading high-performing Customer Success teams - Experience in the SaaS business model, driving business growth through demonstrated practices of reducing churn and contraction and delivering strong NRR growth - Exceptional communication and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders - Analytical mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of customer success initiatives - Strategic Innovator, you excel in thinking creatively and generating inventive solutions to overcome challenges - Demonstrated expertise in using customer success tools while driving iterative changes and fostering a culture of continuous improvement - Last but not least, a customer obsessed mindset, and passion for SafetyCulture’s mission **What we offer** - Equity with high growth potential, and a competitive salary - In-house Culinary Crew serving up breakfast, lunch and snacks - We accommodate flexible working arrangements alongside our 3-days per week hybrid work approach in our brand new Manchester city office - Wellbeing initiatives such as subsidised fitness programs, meditation sessions, EAP services and generous parental leave policy - Access to professional and personal training and development opportunities; Hackathons, Workshops, Lunch & Learns; - We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies. - And last, our quarterly celebrations and team events, including the annual Shiplt global offsite We’re committed to [building inclusive teams and cultivating a sense of belonging](https://docs.google.com/presentation/d/19tYquJBagYDEPvZa3DcQYTCyaa5639HOf64QfPl-Xvw/edit?ref=supporthuman.cx#slide=id.g96242babf2%5F0%5F0k%20each%20day.) so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in [Australia](https://medium.com/@SafetyCulture/what-makes-safetyculture-the-4th-best-place-to-work-in-australia-ee510d2c81e9?ref=supporthuman.cx), the [US](https://www.bizjournals.com/kansascity/news/2020/11/13/best-places-to-work-2020-safetyculture.html?ref=supporthuman.cx) and the [UK](https://medium.com/@SafetyCulture/heres-why-our-manchester-office-is-one-of-the-best-tech-workplaces-in-the-uk-5afa4c197dce?ref=supporthuman.cx). You can find out more about life at SafetyCulture via [Youtube](https://www.youtube.com/c/SafetycultureAu?ref=supporthuman.cx), [Twitter](https://twitter.com/iauditorbysc?lang=en&ref=supporthuman.cx), [Instagram](https://www.instagram.com/safetyculturelife/?hl=en&ref=supporthuman.cx) and [LinkedIn](https://www.linkedin.com/company/safetyculturehq/life/a7e2a3ba-83ce-4098-8692-8688fab6a7fb/?ref=supporthuman.cx). To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes. ### Director of Customer Success URL: https://supporthuman.cx/jobs/director-of-customer-success-6/ Last updated: 2026-08-07T22:09:52.000Z ## [SafetyCulture](https://safetyculture.com/meet-the-team/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** SafetyCulture's Careers page starts out well by being very complimentary of its team and potential candidates. Also, if you're going to do a recruitment video, SafetyCulture demonstrates a good way to do it – they showcase several employees (not all white dudes!) talking about the product but also what it's like to work at the company, giving candidates a glimpse into why they might want to work for the company. I'm dinging them for describing in-house catering, drinks, parties, and office games as benefits while not describing the actual benefits as anything. Weird. LOL, also dinging for: all the women on the leadership team are white, and all the women are from Support, Marketing or HR (it is a large, very male, VERY white leadership team). The difference in font sizes (very small to just small) in this job description is painful to read. How much do we want to bet that there's attention to detail required somewhere in here? (Shocker: there wasn't!) > Do you thrive working in a high performing and innovative environment? No, I love failure and stagnation. Doesn't everyone? > Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations. Hoo boy. Why does this read to me as "We will give you no resources, we will change the parameters of success constantly, and we will offer little to no support toward meeting your strategic goals. Good luck!" They do at least stop referring to catering et al as benefits in the JD, so at least there's that. So most of this job description is run-of-the-mill Director of Customer Success fare, but it hits BINGO for a few reasons: red flags surrounding the actual working conditions of the role, no salary transparency despite competitive claims, and the flags I've already mentioned about the leadership team and Careers page. Also, for a team that claims to care about diversity and that clearly has the resources to devote to it, I would expect them to care more about the accessibility of their job descriptions. [Newsletter Issue](https://www.supporthuman.cx/p/22sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director of Customer Success](https://jobs.lever.co/safetyculture-2/e20a67cc-7e72-457b-910d-aed220bdcfb8?ref=supporthuman.cx) SafetyCulture is a customer and product-led SaaS company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. Our HQ is in Sydney, and alongside our Manchester office located in the heart of the city centre, we also have a presence in Kansas City, Amsterdam, Manila, and Townsville. With our in-house product and engineering teams, we're continuously expanding our technology platform with products that give front line workers a voice, and leaders the visibility to make smart decisions in driving safety, quality, and continuous improvement. Our teams hold the customer at the heart of everything we do. Before we come to a solution, we ask: "How is this helping the customer?" Are you a strategic, purpose-driven leader with a track record in SaaS Customer Success? Do you challenge the status quo and empower teams to think outside of the box? Do you thrive working in a high performing and innovative environment? Then we welcome you to join our Go-To-Market team as a Director of Customer Success for our UK and Ireland region. In this role, you will play a pivotal role in building the vision and strategy of the customer lifecycle to ensure each customer achieves their desired outcomes and maximises value in SafetyCulture’s platform. Your commercial mindset and hands-on approach will ensure strategic objectives align to company vision and goals with a focus on driving customer retention, advocacy and expansion. With extensive SaaS CS Leadership experience, you will partner closely with cross-functional teams, in particular our Sales, Marketing, Product, Revenue Operations, and Enablement teams, to ensure that customers are at the centre of our decisions. **How will you spend your time?** - Manage and lead the UK&I Customer Success function, providing guidance, support and mentorship to ensure the team’s success in achieving their goals. - Help the team deliver against quarterly targets around retention, onboarding and customer health. - Refine and execute a customer success approach that aligns with SafetyCulture’s business goals, concentrating on customer retention, expansion and advocacy. - Monitor and track essential customer success indicators, delivering regular reports to leadership on team performance, customer health, and retention. - Engage in close collaboration with senior-level executives, global CS leadership and key stakeholders to align customer success initiatives with broader business goals and amplify our influence throughout the organisation. - Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations. Through taking ownership and driving impactful initiatives, you will tackle issues like scalable onboarding, retention, and heighten engagement and usage, contributing to our continued growth and success. - Use data-driven insights and strong analytical skills to monitor and evaluate the team's performance and impact on customer success metrics. **What we’re looking for** - Proven senior leadership experience in customer success as a CS leader of leaders - Demonstrated ability to build and scale high-performing CS teams, ideally from a PLG SaaS company - Having deep expertise in working across different customer segments, in particular Enterprise level accounts - You use data, empathy and good judgement to guide your approach to solving problems - Strong strategic thinking and business acumen, with the ability to translate market insights into actionable customer strategies - Exceptional communication, negotiation, and presentation skills - Results-oriented mindset with a focus on driving customer value and revenue growth - Contract negotiation and revenue forecasting experience - Deep understanding of SaaS business models, customer lifecycle management, and customer success strategies - Experienced in CS and sales processes, methodologies and frameworks - Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity **Why SafetyCulure?** - Equity with high growth potential, and a competitive salary - Wellbeing initiatives such as subsidised healthcare, EAP services and generous parental leave policy - Access to professional and personal training and development opportunities; - Hackathons, Workshops, Lunch & Learns, - We encourage involvement in the community, open source work, attending talks and events, and experimenting with new technologies. **You’ll also receive other perks such as:** - In-house Culinary Crew serving up daily breakfast, lunch and snacks daily - Barista coffee machine, craft beer on tap, boutique wines and a range of non-alcoholic beverages - Quarterly celebrations and team events, including the annual Shiplt global offsite - Table tennis, board games, books library, and pet-friendly offices. We’re committed to [building inclusive teams and cultivating a sense of belonging](https://docs.google.com/presentation/d/19tYquJBagYDEPvZa3DcQYTCyaa5639HOf64QfPl-Xvw/edit?ref=supporthuman.cx#slide=id.g96242babf2%5F0%5F0k%20each%20day.) so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in [Australia](https://medium.com/@SafetyCulture/what-makes-safetyculture-the-4th-best-place-to-work-in-australia-ee510d2c81e9?ref=supporthuman.cx), the [US](https://www.bizjournals.com/kansascity/news/2020/11/13/best-places-to-work-2020-safetyculture.html?ref=supporthuman.cx) and the [UK](https://medium.com/@SafetyCulture/heres-why-our-manchester-office-is-one-of-the-best-tech-workplaces-in-the-uk-5afa4c197dce?ref=supporthuman.cx). You can find out more about life at SafetyCulture via [Youtube](https://www.youtube.com/c/SafetycultureAu?ref=supporthuman.cx), [Twitter](https://twitter.com/iauditorbysc?lang=en&ref=supporthuman.cx), [Instagram](https://www.instagram.com/safetyculturelife/?hl=en&ref=supporthuman.cx) and [LinkedIn](https://www.linkedin.com/company/safetyculturehq/life/a7e2a3ba-83ce-4098-8692-8688fab6a7fb/?ref=supporthuman.cx). To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes. ### In which we’re practicing the art of taking cover from the storm URL: https://supporthuman.cx/p/in-which-were-practicing-the-art-of-taking-cover-from-the-storm/ Last updated: 2026-10-02T17:59:36.000Z We have a blustery bunch this week, so we’re practicing the art of taking cover from the storm. Just a heads up that ElevateCX Denver is this Thursday and Friday, so we’re likely to have a light issue next week. I hope I’ll see some of you there! ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Onboarding Manager](https://www.jobs.supporthuman.cx/onboarding-manager/?ref=supporthuman.cx) Mangomint · $75k + $15k-$35k Com. · Remote, US Seems like a pretty straightforward onboarding role, with the usual startup suspects ("fun" team, fast-paced environment, adapt to change/challenges, let's do the time warp again). Nothing too concerning, and the pay is good for an early-career gig. #### [Customer Support Specialist](https://www.jobs.supporthuman.cx/customer-support-specialist-3/?ref=supporthuman.cx) Mangomint · $55k-$60k · Remote, US You know what, Mangomint gets points for having a hella-focused mission and vision statement and a near-gender-balanced senior leadership team. These aren't the best-written job duties I've ever seen, but at least I feel confident a real person wrote them, and that's something. > Enjoyment in working on difficult-to-solve problems, even in stressful situations It's not that I think salon and spa operations can't be stressful, I just always wonder why companies think that customers' stress must always transfer to customer support teams. As someone who's both worked in what would be considered highly stressful fields and led teams, I know that doesn't have to be true, so it's frustrating to see this so often in job descriptions. Overall, though, this job seems pretty straightforward, the benefits are fine, and the pay is good for a fairly entry-level remote role. Nice to see a solid Eh, It's Probably Fine for this week's issue. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Manager of Customer Success](https://www.jobs.supporthuman.cx/manager-of-customer-success/?ref=supporthuman.cx) SafetyCulture · "Competitive," not given · Hybrid, UK-Manchester Same problem with font sizes as with the Director of Success role. I don't have much new to say about this role except that it is very similar to the Director role. Literally, the bullet points are almost copy-and-paste identical. I get that these roles will have some overlap, and seniority may be the biggest differentiator, but I dunno. It strikes me as odd and makes me wonder if they are entirely sure about the team's structure. I don't think this one is as worrisome as the Director role, however, so I'm putting it in Tread Carefully. #### [Customer Onboarding Manager](https://www.jobs.supporthuman.cx/customer-onboarding-manager-latam/?ref=supporthuman.cx) SafetyCulture · "Competitive," not given · Hybrid, US-Miami, FL The font problems are even worse in this job description than they are in the other two roles I've rated for this company so far. Otherwise, it seems like a straightforward onboarding role, but accessibility issues and lack of salary transparency put it squarely in Tread Carefully. #### [Customer Onboarding Manager/ Customer Success Manager- LATAM](https://www.jobs.supporthuman.cx/customer-onboarding-manager-customer-success-manager-latam/?ref=supporthuman.cx) SafetyCulture · "Competitive," not given · Hybrid, US-Kansas City, MO I swear I entered the role title exactly as it's displayed on the job listing. I'm not sure what's going on with this role, but the title in the actual job description is Customer Onboarding Manager, so...I dunno, man, I'm just the rater. Again with the font problems. I should change the job board's tagline temporarily to: "I deal with the tiny font-induced headaches, so you don't have to." It seems identical to the other onboarding role with this company, just in Kansas City. #### [Manager, Customer Success](https://www.jobs.supporthuman.cx/manager-customer-success/?ref=supporthuman.cx) SafetyCulture · "Competitive," not given · Hybrid, US-Kansas City, MO There are two different job titles in this job description, Manager, Customer Success and Customer Success Manager. Which one refers to this role specifically? Your guess is as good as mine. Also, what's the difference between a Manager of Customer Success, a Manager, Customer Success, and a Customer Success Manager at SafetyCulture? They repeat their inclusivity statement twice in this JD, and yes, there are still font issues. At this point, given SafetyCulture's inability to do something as minor as QA their own job descriptions, I'm a little worried about the efficacy of their actual product. #### [Client Success Manager](https://www.jobs.supporthuman.cx/client-success-manager-2/?ref=supporthuman.cx) Datamaran · "Competitive," not given · Hybrid, US-NYC, NY Datamaran's Careers page isn't terribly informative, but at least they have one. I think this might be the first job description I've seen (at least in a long while) that puts the EEO statement up front. I like it! > Are you passionate about building long-lasting relationships with customers while promoting the value of a unique SaaS product? I try not to break down JD phrasing too much, but this is a savvy way to put this. I may not always be wild about selling a product, but building relationships with customers really is my favorite part of the job, and I'd wager that's true for many CX folks. It's just a smart way of relating to candidates' preferences without losing sight of their own business goals. > You will be supported by our Implementation & Training team taking care of the customers’ first steps in their onboarding journey, technical requests from clients, while you’ll be focusing on the strategic support of accounts. I love it when companies talk about how candidates will be supported in the role! A green flag. > Excellent organizational, prioritization skills and attention to detail. Given the repeated requirements in the very same section as this one, this remains the funniest (and most reliable) of all the Bad Job Bingo entries. > We are Datamaran: a fast-paced, energetic and high-growth technology company. Well, this took a turn. Between this casual ableism, the lack of salary transparency despite competitive claims, and their ask for compensation expectations on the application, the JD practically puts itself in Tread Carefully. We could have had it all, Datamaran. ## **BINGO** *Welp.* #### [Sr Director, Customer Experience](https://www.jobs.supporthuman.cx/sr-director-customer-experience/?ref=supporthuman.cx) Stride · $147-? · Remote, US-VA Job application is on Workday. My condolences. > This role is responsible for working throughout our organization to enhance our sales processes by being the #1 advocate and champion of the customer. I think I understand what they're getting at here, it's just a weird way of saying it. Or maybe I'm not accustomed to companies saying that sales are their #1 priority (over customer experience) so plainly. And now that I've seen the sales thing, I feel like the rest of the job description (save maybe a few bullets toward the end) is geared more toward sales than CX work, or it's written just vaguely enough to leave it up to interpretation. Which, again, just seems weird to me. All of that is not enough to put this in Tread Carefully, so I bet you're wondering why this job ended up here. Well, brace yourself because there's about to be some language: > Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level. Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections. Offers will typically be in the bottom half of the range. > We anticipate the salary range to be $147,151.50- $268,166.40\. The upper end of this range is not likely to be offered THAT'S NOT THE FUCKING SALARY RANGE, THEN. SHARE THE ACTUAL FUCKING RANGE. It is so infuriating when companies want the credit of giving a salary *without actually giving the salary,* which is such utter bullshit, especially from a company with stated values of "Trustworthiness" and "Accountability." That's not transparency, trustworthiness, or accountability. That's manipulation and it is bad practice and you should feel bad, Stride. #### [Director of Customer Success](https://www.jobs.supporthuman.cx/director-of-customer-success-6/?ref=supporthuman.cx) SafetyCulture · "Competitive," not given · Hybrid, UK-Manchester SafetyCulture's Careers page starts out well by being very complimentary of its team and potential candidates. Also, if you're going to do a recruitment video, SafetyCulture demonstrates a good way to do it – they showcase several employees (not all white dudes!) talking about the product but also what it's like to work at the company, giving candidates a glimpse into why they might want to work for the company. I'm dinging them for describing in-house catering, drinks, parties, and office games as benefits while not describing the actual benefits as anything. Weird. LOL, also dinging for: all the women on the leadership team are white, and all the women are from Support, Marketing or HR (it is a large, very male, VERY white leadership team). The difference in font sizes (very small to just small) in this job description is painful to read. How much do we want to bet that there's attention to detail required somewhere in here? (Shocker: there wasn't!) > Do you thrive working in a high performing and innovative environment? No, I love failure and stagnation. Doesn't everyone? Inspire your team by championing resourcefulness and adaptability, guiding them to navigate through ambiguity and consistently deliver high-quality work even in challenging situations. — Hoo boy. Why does this read to me as "We will give you no resources, we will change the parameters of success constantly, and we will offer little to no support toward meeting your strategic goals. Good luck!" They do at least stop referring to catering et al. as benefits in the JD, so at least there's that. So most of this job description is run-of-the-mill Director of Customer Success fare, but it hits BINGO for a few reasons: red flags surrounding the actual working conditions of the role, no salary transparency despite competitive claims, and the flags I've already mentioned about the leadership team and Careers page. Also, for a team that claims to care about diversity and that clearly has the resources to devote to it, I would expect them to care more about the accessibility of their job descriptions. #### [Director of Customer Success](https://www.jobs.supporthuman.cx/director-of-customer-success-7/?ref=supporthuman.cx) Virtuous · "Competitive," not given · Hybrid, US-Phoenix, AR Watching Virtous' company recruitment video and watching their founder repeat, "We do hard things" and "We walk into the storm" has me hovering over that "Unsure if you're joining a cult or a company" Bad Job Bingo entry like I'm a Search & Rescue helicopter coming in for the save. The rest of the video is fine, normal even. But like. I want to go to work. I don't want to walk into a storm with my coworkers unless we are legit first responders. Can we not with these alarming metaphors, please. Okay, so look. This could just be me. I am highly suspicious and cynical, I fully own that. But everything in this job description just comes across as slightly off. Just, like, *this* side of reasonable. > Create standardized Success Plans for customers across all Virtuous product lines, ensuring consistency and excellence in service delivery I asked the Bad Job Bingo Board of Directors if this is something we'd expect a Director of Success would do, and the verdict was that maybe they're creating the processes for creating plans, and perhaps this was just worded poorly, so I'm going to go with that. > Personally manage escalations from your direct reports, and follow a methodical escalation process to Chief Customer Officer and/or customer executive sponsors I can't decide if this is an interesting white-glove strategy or sheer madness. > Define organization-wide responsibilities for each stage of the customer journey This has "CX is responsible for all customer outcomes" written all over it. > Cultivate a culture of customer delight by adopting a "best for Virtuous, best for the customer" approach. See? See what I mean about things just feeling slightly off? > Revise CSM compensation plans annually or as necessary This feels ominous. Revise in what way? Also, "Employer-contributed healthcare benefits"? Why not just say what the contributions are? "Market competitive pay leveraging Carta data"? Why not just say what the pay is? The whole Benefits section is like that. Why are they being so weird about it? ALSO ALSO, you want to hear some real bullshit? This job is listed as Remote but then on the application, it asks this question: > Are you ok working a hybrid work schedule (3 days in office)? That kind of deceptive bait-and-switch isn't exactly virtuous, you know what I'm saying? And then there's *this* required question: > Explain your understanding of SaaS business models and your experience working in a SaaS environment. Additionally, describe any experience you have working with nonprofit organizations and how it influences your approach to Customer Success. "This is a time-wasting, AI-baiting, borderline insulting question to which the only reasonable response is, 'fuck that noise.' In this essay, I will–" BINGO. #### [Technical Support Specialist - Tier 1](https://www.jobs.supporthuman.cx/technical-support-specialist-tier-1/?ref=supporthuman.cx) Virtuous · "Competitive," not given · Hybrid, US-Phoenix, AR > Employing a proactive and engaged method, you'll be responsible for taking a hands-on role at the forefront This ridiculous word soup sounds suspiciously like AI. Respond to incoming support tickets from customers received via email or phone using Zendesk with exceptional attention to detail. — LOL. Of course. > Innovation is key. It's necessary to propose creative solution(s)- i.e. using a feature maybe outside of its initial design intent if it helps get a customer closer to accomplishing a task. I would argue that it's not a Tier 1 support agent's job to be innovative in this way – their job is to quickly analyze and identify a problem, resolve it if possible, and escalate it quickly and efficiently if not. If Virtuous spent any time at all explaining how they support this position or its professional growth or even the compensation package (which, yes, absolutely matters here), maybe I'd think otherwise, but they don't. > Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. Proactively seek out information, leverage problem-solving skills to identify and offer inventive workarounds in dynamic and challenging situations. All of this is just a red flag. No information about what supports the Teir 1 team receives, which makes me think they shouldn't expect to receive any, which is just bad news. > Adapt to new challenges and responsibilities as they arise in a dynamic work environment. Yikes. > Ability to manage workload based on changing priorities. Phenomenal organizational skills. Desire for constant growth personally and professionally. The ability to thrive in a fast-paced, flexible start-up environment. Ability to take your work seriously without taking yourself too seriously. So I'm guessing this is the "storm" Virtuous' founder is talking about in that recruitment video? My advice is to run away from the storm. Run far, far away. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Customer Operations Lead](https://www.jobs.supporthuman.cx/customer-operations-lead/?ref=supporthuman.cx) Motion · $80k-$130k · Remote, US Motion has a Careers page, but that's about all you can say about it. Not a lot of information there. > We are growing extremely quickly, trusted by thousands of customers, have millions in revenue, near-infinite runway, and an exceptionally talented team. Most of Motion's 30 employees work in engineering, and the majority of those in business and operations roles also have technical skills. Ehhh, okay. Look. I'm about to make a lot of assumptions, but they're based on 10 years of working in Customer Support in Tech. Okay? Cool. The thing is, you should always be skeptical about claims of "near-infinite runway." Even if it's true (it's probably not), it's only true because the company is making some very specific choices about what it values and what it doesn't. Motion is giving us some crystal-clear clues about what it values: engineering and not much else. Which, okay, it's an "AI" product, so that makes sense...to a point. The point at which that stops making sense is when you start looking at its Customer Operations team: a single Customer Operations Lead (not Director, not Manager, Lead – seniority matters) and, it seems, many outsourced Support roles (at least 30, as we learn later in the description). This is not a criticism of using outsourced CX agents; rather, it's pointing out the major trade-offs Motion is making to have that "near-infinite runway": the smallest investment possible in the customer experience for the highest possible extraction of profit from customers. > As the Customer Operations Lead at Motion, you'll oversee the customer support function while driving operational excellence and strategic initiatives. Leading a dynamic team, you'll focus on enhancing customer experience through efficient processes and innovative solutions. You better have efficient processes and innovative solutions because you will probably have only a fraction of that near-infinite runway with which to work. > This role is a fast track to becoming a manager, with a clear pathway for growth. This role will already be leading the whole Support function, that it's not *already* at *least* a manager-level role is, frankly, absurd. > Ambitious new graduates are welcome to apply. Again, this tells you all you need to know about how important Motion thinks Customer Support is and what they think it takes to make it great. > 2-5 years of experience in customer support/success operations, business development, or related fields. 1-4 years of management experience. Absurd. Laughable. A shanda. Take your pick. > Ability to multitask in high-stress environments and adapt to schedule changes. What a pitch! Sign me up. I am genuinely shocked to learn Motion has a Head of Customer Experience, which this role reports to, apparently! This is an honest question: what kind of support can the Customer Ops Lead expect to receive from the Head of CX? Because from the way this JD is written, it really does seem like whoever's in this role is on their own. Not to mention: why isn't *this* role more senior? It's a big leap from Lead to Head of CX, especially when that Lead is overseeing an entire function. Also, 30 contract agents are a lot of people. Is this role meant to manage all of them? This is just...a lot. I don't think it's enough to be a Seriously, Maybe Don't, but it's definitely a BINGO. **UPDATE:** I've since heard from someone who interviewed at this company that the interview process is not great, which is not surprising given the job description, so I'm moving this to **Seriously, Maybe Don't**. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-15/?ref=supporthuman.cx) finally · No comp given · Onsite, US-Boca Raton, FL > As an integral part of our team, you will be the main contact for our customers for renewals, upsells, escalations and promoting value. Okay, cool, this all makes sense, seems normal... > This is a Junior level position so previous CSM experience is not required but preferred. Um, but as the main contact for customers, are you sure having someone with no previous CSM experience is wise? > You will own a book of 300-500 accounts where you are responsible for the overall net retention. Holy shit, are you trying to kill this new hire? This very junior, main point of contact new hire? Why? Why are you doing this? > Ability to work under pressure in a deadline-driven, team-oriented environment And by "ability to work under pressure" they mean okay with slowly being crushed under the weight of expectations, inexperience, and your 300-500 accounts until you're a tiny, person-shaped material denser than osmium. > Ability to adapt to different customer personalities and situations during outreach. "Okay with being screamed at." This pretty much always means "okay with being screamed at." Alright, I need to be dead serious right now: please know that when companies say roles like this are "junior," they don't mean that they actually want to hire someone early in their career and then develop them professionally over time. They want someone who 1) doesn't know any better and 2) is suitably dispensable. They want someone who doesn't feel like they can say no, who won't stop until it's way too late for their mental and physical health, and who is easy to get rid of once their usefulness has ended. Jobs like this are bad news, as are the companies that are creating them. Run away. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1293.jpeg) ### Head of Customer Support URL: https://supporthuman.cx/jobs/head-of-customer-support-3/ Last updated: 2026-08-07T22:09:53.000Z ## [brightwheel](https://mybrightwheel.com/careers/?ref=supporthuman.cx) | $135,000-$215,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** It's super patronizing that this JD includes info about their investors and the Customer Support Advocate role doesn't. > You thrive in fast-paced startup environments with very high performance expectations. Oh wow, how unique brightwheel is! Because most startups move like molasses and expect their people to come in and fall on their asses immediately and repeatedly. Also: no, thank you. > Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers A....multi-year strategy. Are you just not planning to respond to customer feedback or market trends at all for years? Are you never going to update the product again? The hell? > Set and achieve ambitious CSAT and risk/fraud goals You're...setting goals *for* risk and fraud? > Lead the Payment Operations team which is responsible for risk and fraud Well, sure. Someone needs to hit those ambitious goals for risk and fraud. Also, this is software for preschools and daycares. What the hell is going on with this product? > Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth Ooohhh, that's a bad sign. > Build a deep bench of high-performing leaders on the Customer Support team But, as we've already seen, don't pay them for that high performance or leadership! > Demonstrated excellence in all 8 brightwheel Leadership Principles Okay, requiring "demonstrated excellence" in company-specific principles for a company for which a candidate's never worked is just ridiculous. > brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. For the second time this issue, I CALL BULLSHIT. You pay your advocates a third to a fifth of what you pay for this role, and your Advocate JD doesn't even *mention* benefits. GIVE ME A FUCKING BREAK. I cannot with these companies this week. I CANNOT. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Head of Customer Support](https://jobs.lever.co/brightwheel/b8431852-c84c-4815-8935-b5ae291ed0b7?ref=supporthuman.cx) **Our Mission and Opportunity** Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. [Brightwheel’s vision](https://mybrightwheel.com/careers/?ref=supporthuman.cx) is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families. **Our Team** We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban. We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our [Leadership Principles](https://mybrightwheel.com/careers/?ref=supporthuman.cx) every day. **Who You Are** Brightwheel is seeking a Head of Customer Support and Payment Operations. You are passionate about the customer experience and work relentlessly to ensure our team and customers are successful. You are a seasoned leader who continuously invests in building a strong team culture and upleveling your team. You are excited to collaborate with leaders across the business to ensure the product and entire customer experience are cohesive and strong. You thrive in fast-paced startup environments with very high performance expectations. **What You'll Do** - Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers - Set and achieve ambitious CSAT and risk/fraud goals - Lead the full Support team including our BPO partner; includes leading brightwheel’s response to customer-facing platform incidents and other escalations - Lead the Payment Operations team which is responsible for risk and fraud - Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth - Build and maintain a high-performing culture on your team - clear goals, rapid tracking of results, solid coaching & feedback, rapid recognition & rewards - Build a deep bench of high-performing leaders on the Customer Support team **Qualifications, Skills, & Abilities** - 10+ years in Customer Support in a startup environment including email, chat and phone support across multiple product lines - 5+ years leading a customer-facing team including managing managers - Track record of leading teams that regularly exceeded ambitious goals - Excellence in problem-solving in ambiguous situations and first-principles thinking - Experience working with BPOs - Strong preference for experience in vSaaS, SMB customers, high-volume environments - Demonstrated excellence in all 8 brightwheel Leadership Principles - Bonus: experience with Payment Operations $135,000 - $215,000 a year brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. In addition, our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a flexible paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend. For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. In addition to equity, our annual cash compensation for this role in all US-based locations is an overall on target earnings of $135,000 - 215,000 yearly. *Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.* ### Customer Support Advocate URL: https://supporthuman.cx/jobs/customer-support-advocate-2/ Last updated: 2026-08-07T22:09:54.000Z ## [brightwheel](https://mybrightwheel.com/careers/?ref=supporthuman.cx) | $45,011 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** So, this one hit BINGO very quickly (and then some, actually, but compared to what's in Seriously, Maybe Don't at the moment...BINGO it is). The main ones: Fast-paced environment, rapidly changing requirements, poorly-edited JD requires attention to detail, JD doesn't mention benefits at all, and salary for leadership roles is good but not for frontline roles. But also: $45k is shitty pay for a non-entry-level role, especially when the company prefers the candidate to have experience in education and an undergraduate degree. I mean, seriously. What are all these companies on this week? [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Support Advocate](https://jobs.lever.co/brightwheel/c340f006-7ee5-49e6-bd62-e2a122afdbd3?ref=supporthuman.cx) **Who You Are** brightwheel is seeking to hire a Customer Support Advocate to support our growing community of directors, teachers & parents. We are looking for team members that are passionate about educating our customers about the brightwheel product and finding solutions for their pain points. You will be on the front line communicating directly with our schools and parents and will work cross-functionally with our Customer Success and Product/Engineering teams. You enjoy collaborating with your team to find creative solutions to issues and using customer feedback to advocate for product improvements. We’re looking for someone with experience working in customer service, preferably with exposure to technical troubleshooting. Ideally, this is someone who can empathize with the daily experience of a teacher or a parent of young children. **What You’ll Do** - Develop expertise within our brightwheel product and become a subject matter expert for our customers, keeping on top of updates in each release - Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues - Answer chats and scheduled phone calls throughout the day, to provide responsive live support. - Prepare for scheduled phone callbacks, to provide personalized support. - Communicate clear and concise instructions via live chat, email and phone to Administrators, Teachers, and Guardians. - Exhibit empathy towards our customers and each other at all times - Advocate on behalf of customers, helping them to solve their issues and acting as the “voice of the customer” - Contribute to improving internal processes - Work cross-functionally to support our customers and improve the overall customer experience - Maintain established metrics such as closed cases, response times while maintaining quality and high customer satisfaction ratings **Qualifications, Skills, & Abilities** - At least 1 year of customer service or early education experience (required) - Exceptional written skills, attention to detail, and strong listening skills - Excellent organization, time-management, and prioritization skills - Comfort with a fast-paced and dynamic environment that evolves rapidly - A passion for improving the world through education - A plus: Experience in schools / education - Experience providing live support to customers (preferred) - Hands-on experience with Zendesk, Salesforce, Intercom, or similar CRM systems (preferred) - Bachelor’s degree (preferred\] $21.64 - $21.64 an hour For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Multiple factors determine final offer amounts, including geographic location, candidate experience, and expertise. If you have questions about the compensation band for your region, please ask your recruiter. ### Head of Customer Success URL: https://supporthuman.cx/jobs/head-of-customer-success/ Last updated: 2026-08-07T22:09:58.000Z ## [AltScore](https://apply.workable.com/altscore/?ref=supporthuman.cx) | $36k-$96k ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** There's no Careers page as far as I can tell, just a Jobs page. > We are a meritocratic company where employees are recognized and rewarded for their contributions. "Anything about the company being a meritocracy" got added as a new BJB entry because, as the wise [Ashley Hayslett](https://www.linkedin.com/in/ashley-h-28737710/?ref=supporthuman.cx) put it: "it rewards individualism in an environment where team work is necessary.” > Hands-On Execution: Actively engage with key customers to understand their needs, drive product adoption, and ensure they realize the full value of AltScore’s solutions. Lead by example, taking on direct account management responsibilities as needed. Hmm, why, though? Staying close to the customer is a given, but I think they should explain why this requirement, in particular, is important enough to them to mention it multiple times in the job description. Also, I'll take "What job description was written by AI?" for $400, Alex. (We have some repeating requirements in the duties section, and then there's the **Summarizing Phrase: Wordy Bullet Point** pattern.) > Base Salary: $3,000 - $8,000 USD per month, depending on experience. \*blinks\* \*cleans glasses\* \*reloads page\* Nope, that's...that's the salary. That's the real salary in reality. > Bilingual in Spanish and English, with strong communication skills in both languages, is a plus. oh my god > Bachelor’s degree in Business, Marketing, or a related field; MBA or other advanced degrees are a plus. OH MY GOD > Performance Bonus: Up to 10% of base salary, tied to individual and company performance. Is that per month? Because that's the only way the salary could possibly make any goddamned sense. Okay, then! This belongs in Seriously, Maybe Don't. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/what-the-fuck.webp) [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Head of Customer Success](https://apply.workable.com/altscore/j/FE0A048BF9/?ref=supporthuman.cx) ## Description AltScore is seeking an experienced and dynamic Head of Customer Success to lead and build our Customer Success (CS) team from the ground up. This is a unique opportunity for a hands-on leader who not only has the vision to develop a world-class CS function but also the ability to roll up their sleeves and execute. Reporting directly to the COO, you will be responsible for driving customer satisfaction, retention, and growth, while also establishing the processes, tools, and team needed to scale our CS operations as AltScore continues to grow. At AltScore, we value a culture of ownership and accountability. We are a meritocratic company where employees are recognized and rewarded for their contributions. As the Head of Customer Success, you will have the autonomy to shape the CS strategy and the responsibility to ensure that our customers achieve their desired outcomes. If you are passionate about customer success and ready to build and lead a high-performing team, we want to hear from you. **Responsibilities ✔️** - **Build and Lead the CS Team:** Develop and execute a hiring plan to build a Customer Success team that is capable of delivering exceptional service and support. Provide leadership, mentorship, and development opportunities to your team members. - **Define and Implement CS Strategy:** Design and execute a comprehensive Customer Success strategy that aligns with AltScore’s overall business objectives, including customer onboarding, training, adoption, retention, and expansion. - **Hands-On Execution:** Actively engage with key customers to understand their needs, drive product adoption, and ensure they realize the full value of AltScore’s solutions. Lead by example, taking on direct account management responsibilities as needed. - **Develop Processes and Tools:** Establish scalable processes, workflows, and tools for customer onboarding, account management, support, and reporting. Continuously improve these processes to increase efficiency and customer satisfaction. - **Customer Advocacy:** Serve as the voice of the customer within AltScore, working closely with Product, Sales, and Engineering teams to ensure that customer feedback is incorporated into product development and that our solutions meet customer needs. - **Drive Retention and Growth:** Develop and implement strategies to increase customer retention, reduce churn, and drive upsell opportunities. Track key metrics and KPIs, and report on the performance of the CS function to the executive team. - **Cross-Functional Collaboration:** Collaborate closely with the Sales, Product, and Marketing teams to ensure a seamless customer journey from onboarding through renewal. Help to align customer success strategies with broader company goals. - **Continuous Improvement:** Stay up-to-date with industry best practices and emerging trends in customer success. Apply this knowledge to refine AltScore’s CS approach and ensure that we remain a leader in customer satisfaction. - **Report to the COO:** Provide regular updates to the COO on customer success metrics, key challenges, and opportunities for growth. Work together to align customer success initiatives with the company’s strategic goals. **Requirements** - 7+ years of experience in Customer Success, Account Management, or a related field, with at least 3 years in a leadership role. - Proven track record of building and leading high-performing Customer Success teams in a fast-paced, high-growth environment, preferably in a SaaS company. - Strong understanding of SaaS business models and key metrics related to customer success, including churn, net retention, and customer lifetime value. - Ability to develop and execute a strategic vision while also being willing and able to manage day-to-day customer interactions. - Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders. - Experience with Customer Success tools and platforms (e.g., Zendesk, Gainsight, ChurnZero, HubSpot) and a strong understanding of how to leverage these tools to drive success. - Analytical mindset with the ability to translate data into actionable insights and strategies. - Bachelor’s degree in Business, Marketing, or a related field; MBA or other advanced degrees are a plus. - Bilingual in Spanish and English, with strong communication skills in both languages, is a plus. **Benefits** At AltScore, we believe in providing our team members with a comprehensive benefits package that supports their overall health and wellbeing. We offer the following compensation package to eligible employees: - **Base Salary:** $3,000 - $8,000 USD per month, depending on experience. - **Performance Bonus:** Up to 10% of base salary, tied to individual and company performance. - **Employee stock ownership plan** (ESOP) - Every single employee has an ESOP. At AltScore, we believe that every single member of the company should be considered a Partner from day 1. - **Unlimited PTO** (with an expectation of taking at least 3-4 weeks per year off) We know that building a start-up is a marathon, not a sprint, and we want everyone to have a healthy work-life balance. - **Remote** \- At AltScore, we are a fully remote company and encourage employees to work from wherever they are most productive. ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-14/ Last updated: 2026-08-07T22:10:00.000Z ## [Bland AI](https://jobs.ashbyhq.com/bland-ai?ref=supporthuman.cx) | $140,000-$170,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Wow, what a thing to name your company. Although I just know there was a conversation at some point where someone advised, "Just name it Bland AI! It'll seem less threatening!" Unfortunately, the branding doesn't work. This product seems like a nightmare. ![02 Customer Support - Bland always has a great attitude, a perfect memory, and infinite patience. Never make customers wait on hold or deal with a b attitude again. ](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Screenshot-2024-09-15-at-4.22.55-PM-1-1.png) 1. I'm trying to come up with a response to this that isn't just telling them to go fuck themselves, but I can't. So this is me *not* telling them to go fuck themselves. 2. Maybe don't have AI make your website without review. 3. These guys are definitely going to require attention to detail, aren't they? > We are a start-up, and we need people who understand what that means. Sure. What does that mean, Bland AI? > We aren't a super traditional team, but we are an extremely effective one. We love unique backgrounds, hardworkers, and intelligent people who take pride in everything they do. They really *are* bland if they can't come up with something better than "we don't want witless malingerers." > You pay attention to small details Bland *and* predictable. > If you don't have the perfect experience that is fine! We're a bunch of drop-outs and hackers Because a bunch of drop-outs is who you want in control of an AI voice product that can be used to do little things like influence elections and defraud people. > Working at a start-up is really hard. Where's that "Startups are hard!" Barbie when you need her? > We work a lot and we figure things out on the fly. I get that this is BJB and we're talking about jobs and hiring. I do. I really do. But I just--okay, I need a moment. For just this minute, can we stop and acknowledge that this is a perfect example of everything that is often wrong with Tech in general and how we approach AI specifically? Can we just acknowledge that generative AI is really fucking dangerous even in the hands of incredibly educated and careful people and that maybe it is recklessly, unforgivably irresponsible to allow 20-somethings who appear to have no professional experience before 2022 to be in charge of AI products that could destabilize democracies? COULD WE MAYBE JUST ACKNOWLEDGE THAT FOR A MILLISECOND OH MY FUCKING GOD– I'm back. I'm fine. Everything's fine. I'm putting this in **Seriously, Maybe Don't** purely because of how fucking terrifying it is. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://jobs.ashbyhq.com/bland-ai/fca4c2e2-ca5c-4ce2-a4d5-d248b9487939?ref=supporthuman.cx) **About Bland.ai** At [Bland.ai](http://bland.ai/?ref=supporthuman.cx), our goal is to empower enterprises to make AI-phone agents at scale. Based out of San Francisco, we're a quickly growing team striving to change the way customers interact with businesses. We are backed by some of Silicon Valley's finest; Including founders of Twilio, Affirm, ElevenLabs, and many more. *\-This is a full-time hybrid role in San Francisco* **Role description:** This is a full-time role located in San Francisco, CA, though it is ok to be remote sometimes! As a Customer Success Manager at Bland, your primary responsibility will be ensuring the success of our enterprise customers as they go live with their AI phone agents. You will help with prompting, integrations, and directly with customers to find out what they need in order to succeed. This is a hands on, customer facing role. *We are a start-up,* and we need people who understand what that means. We aren't a super traditional team, but we are an extremely effective one. We love unique backgrounds, hardworkers, and intelligent people who take pride in everything they do. **Things you might do:** - Onboard enterprise customers, helping with initial prompting, integrations, and set-up. - Weekly check-in calls with project leaders, weekly workshops with engineers. - Anything the customer needs, we make happen, your job is to make sure that happens every day. **You will…** - Work closely with our engineering and sales teams to better understand our customers needs and how we can ensure their success. - Build conversational pathways for and with our customers. - Spend time on customer calls, providing support to sales.**Required skills and Experience:** - You have a minimum of 2+ years of work experience in customer success, sales engineering, software engineering, or a similar position. - You have experience with AI/ML applications, and are comfortable with prompt engineering. - You have a minimum of 1+ years in a customer facing engineering role, ideally in enterprise settings. - You are obsessed with ensuring customers are successful. - You pay attention to small details and enjoy collaborating cross-functionally on a small team. - You are fairly comfortable working full-stack, from building React components to developing APIs to integrating with third party services. - You are comfortable working outside the typical 9-5 hours, this position will involve being available at odd hours. ***Bonus Points*** - Experience in building enterprise level for AI Services - Experience with LLMs - Experience at a start-up **Benefits and Pay** - Healthcare, dental, vision, all the good stuff. - OTE $140,000-$170,000 - Every tool you need to succeed - Equity If you don't have the perfect experience that is fine! We're a bunch of drop-outs and hackers Working at a start-up is really hard. We work a lot and we figure things out on the fly. ### Founding Support Engineer URL: https://supporthuman.cx/jobs/founding-support-engineer/ Last updated: 2026-08-07T22:10:01.000Z ## [Mintlify](https://mintlify.com/careers?ref=supporthuman.cx) | $130,000-$160,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > We build products that accelerate software development, and we could use your help. Okay, I appreciate this humble beginning, which is somewhat unusual for a dev-focused software company. Oh, that's-that's it. Okay. Another somewhat unusual thing: the salary for this founding role is on par with the Full Stack Engineer role the company also has open. I could (and probably will later) make an argument that a founding Support Engineer is more in line with a Senior Engineer role and thus should be compensated as such, but I do think Mintlify should get credit for two things: - Showing salaries on the job opening pages, which I can tell you from experience is very unusual; - Literally showing how they value support work by aligning it with other engineering compensation. > and setting a positive precedent for the rest of the team to follow. So this is also unusual and interesting – it sounds like maybe the rest of the team is either reluctant to or inexperienced in providing direct support to customers, and they want this hire to build a customer-first culture. I like that they value it and are upfront about it! > Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. You will be crucial to the success of building a innovative, disruptive, and high-scale product. This all makes total sense for a role like this, but it also means this should have a more senior title (and thus be compensated more appropriately). This is essentially a Director role with engineer duties, and right now, the salary is only compensating for one of those things. > Located in (or will relocate to) San Francisco and excited about working in-person Oof, yeah, $130k-$160k isn't going to cut it for an in-person Director-level role in the Bay area, my friends. As the Bad Job Bingo Board of Directors pointed out, if they'd share more about their compensation policy or acknowledge that this is what they can afford at an early stage, I think this wouldn't be such a big deal, but they don't. I like their values statements, although this one gives me pause: > 🔥 Having fun - Be unapologetically you! We love our game-nights, ping pong tournaments, bufo emojis, and cow jokes (the CEO knows over 100 of them and TechCrunch made fun of him for it). On one hand, I love the personality. On the other, you know me and "fun" work environments: just value going home at the end of the day with a job well done! Also, ping-pong tables are *so* 2017\. The unlimited free mints bit in the Benefits section made me laugh. I guess I have to make a new rule: if the benefit is so obviously ridiculous and jokey that a reasonable person wouldn't consider it a real benefit, it gets a pass in BJB. This is our first job rated by the Support Human newsletter audience! If you're subscribed, [you can vote here](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx#:~:text=Human%20Jobs.-,By%20The%20Audience,-We%20have%20a). **UPDATE:** Voting ultimately resulted in a tie between **Eh, It's Probably Fine** and **Tread Carefully;** however, both comments on this one were for Tread Carefully, so I counted those votes as weighted and, as such, tie breakers. **Comments:** > Title: too low > Pay: too low > Time in office: too high > Expectations of role: too high > Attempt at light-hearted sense of humor: two points for trying > I make a salary in that range (lower end) now and I sure as heck wouldn't relocate to the Bay Area on it. And I'm just a regular Senior Technical Support Engineer. Also the "fun" is trying way too hard. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Founding Support Engineer](https://jobs.ashbyhq.com/Mintlify/4415a15f-eef1-4dfa-be5c-d7cb35a8d941?ref=supporthuman.cx) **Join us in our mission to empower developers worldwide** Mintlify's platform reaches 20m+ developers every year and power the documentation of 3500+ companies including Anthropic, Pinecone, Zapier, to over 20% of the last YC batch. **About the role** Mintlify is looking for dedicated, experienced, and passionate individuals to help solve some of the most difficult problems faced by our customers. As a founding support engineer, you will be interacting directly with our customers through support tickets and Slack messages, troubleshooting complex issues to define the undefined, and setting a positive precedent for the rest of the team to follow. Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. You will be crucial to the success of building a innovative, disruptive, and high-scale product. If you thrive in environments that value impact, collaboration, and fast-paced problem-solving, you might be the perfect fit for our team **What you need to succeed** - Located in (or will relocate to) San Francisco and excited about working in-person - Strong communication skills, both written and verbal - An interest in tinkering with the product - Familiarity with MDX, Git, and GitHub **In This Role, You Will** - Work directly with customers, solving their most complex problems and providing ownership and education on the use of our platforms. - Be among the foremost experts on everything related to Mintlify products. You are the last line of defense before our core Product and Engineering teams. - Partner with engineering and customer teams to resolve issues, engaging with senior leaders and teams internally or with customers as needed. - Take learnings from resolving customer issues and figure out how to operationalize those solutions at scale, with Engineering, with our Go-To-Market team, etc. **Our values** We’re a small team with big dreams - and the culture we create is just as important to us as the product we’re building. **📈 Growth oriented** [Slope y intercept](https://matt-rickard.com/hire-slope-not-intercept?ref=supporthuman.cx). We invest in people and growth as the company grows. 💚 **Humility** Everyone has a lot to give and a lot to learn. Egos are not allowed. **🌟 Customer focused** We love our customers. We make decisions by focusing relentlessly on them - and accept if this means changing our ideas. Customer success is our success. **💡 Intellectual honesty** We believe in creating an environment where the best ideas win and acknowledging when we are wrong. **👾 Hack to success** We move fast and take big swings. We always aim for a solution that addresses 80% of the problem in 20% of the time. We make educated bets, launch MVPs, and iterate. **🔥 Having fun** Be unapologetically you! We love our game-nights, ping pong tournaments, bufo emojis, and cow jokes (the CEO knows over 100 of them and TechCrunch made fun of him for it). **Company Benefits** Not sold yet? Check out some benefits you’ll have access to as well: 🧧 Competitive compensation and equity ✈️ Flexible work culture 🌻 20 days paid time off every year 🧑‍⚕️ Health, dental, vision 💸 401k or RRSP 🍱 Free lunch and dinners 💻 $700/year work setup stipend 💪 $200/month wellness stipend 🌴 Annual team offsite 🌿 Unlimited free mints ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-13/ Last updated: 2026-08-07T22:10:03.000Z ## [Oyster](https://www.oysterhr.com/careers?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** See the [Senior Customer Success Manager](https://supporthuman.cx/senior-customer-success-manager-fixed-term-cover/) position for what Oyster did that pissed me off so much that I automatically BINGOed out this one too. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://job-boards.greenhouse.io/oyster/jobs/5260213004?ref=supporthuman.cx) **✨ One platform, a whole world of opportunity** Right now, the best jobs are limited to people in a handful of the world’s wealthiest cities, yet brilliant people are *everywhere*. Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere. When it comes to global employment, we walk the walk. We’re proof that companies don't need an office to create a highly-engaged culture. Since the company’s inception in January 2020, Oyster has: 🌏 Created a fully-distributed, vibrant team of 500+ employees across 60+ countries👩‍💻[Featured in Forbes](https://www.forbes.com/sites/laurabegleybloom/2024/01/25/work-from-home-or-anywhere-top-30-companies-for-remote-jobs-in-2024/?ref=supporthuman.cx) having ranked #9 in Flexjobs Top 30 Companies for remote jobs 🌈 Established a diverse leadership team and an employee base that’s 60% female🏆 Achieved one of the highest employee engagement scores in its class🦄 Raised $150 million in Series C funding at a valuation of over $1 billion!💚 B Corp status achieved in 2023 Our momentum speaks to the power of global employment—and we’re just getting started! If you want to change the world with Oyster *and* be empowered to work remotely while doing so, we’d love for you to apply! **👩‍💻 The Role** **Location:** While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever. To create the best experience for our new hire, this role requires you to be based within UTC -0 / + 4 hours (EMEA) as you will be supporting the EMEA region. As a key member of the Customer Success team at Oyster, you will focus on nurturing and retaining our most strategic customers. You will be on the front line with customers representing Oyster to our main points of contact to successfully deliver on our scope of product and services. You will partner closely with your Account Manager to align day-to-day activities to a clear picture of high-value partnership between Oyster and our customers, as well as leverage cross-functional stakeholders in order to assure successful relationship development. **Key Responsibilities** - Manage a portfolio of Oyster's accounts, acting as a primary point of contact for customers, understanding their business objectives, challenges, and goals to help them maximize the value of Oyster's products and services. - Conduct regular account check-ins with customers to maintain healthy relationships and provide updates on product and service developments. - Educate customers about Oyster's products and services, providing basic product training for different customer personas. - Effectively address customer concerns and escalations, collaborating with other teams when necessary to find timely resolutions. - Collect and analyze customer feedback and data to identify trends and insights that can be shared with the broader team. - Collaborate with Product, Account Management, and Support teams to relay customer feedback and contribute to product improvements. - Participate in ongoing training to stay current with Oyster's evolving product offerings and industry trends. **Core Requirements** - 3+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably in a SaaS or technology company. - Experience managing customer relationships and supporting customer success initiatives. - Ability to manage customer expectations and effectively handle conflict resolution. - Good organizational skills to balance routine tasks with emerging customer needs. - Strong communication skills, both written and verbal. - Problem-solving skills and ability to address common customer issues. - Professional and customer-centric approach to relationships. - Process-minded with a focus on scale and efficiency for your work. - Comfortable working remotely and adapting to asynchronous communication. - Willingness to learn and grow, with a positive attitude towards problem-solving. - Team-oriented mindset with the ability to contribute ideas and adapt to changes. - Empathy and a positive attitude towards customers and colleagues. - Interest in Oyster's social impact mission and global employment opportunities. - \[BONUS\] Familiarity with the EOR or HR industry is a plus. - \[BONUS\] Knowledge of tools like Zendesk, Asana, Notion, and Slack is beneficial. - \[BONUS\] Proficiency in languages other than English is an asset. **You'll also need** - A reliable home internet connection (or be able to get one) - Fluent English language skills **🦪 How we work together at Oyster** Our values guide the work we do, the decisions we make, and the culture that makes us special. We elevate talent. 🙌 We build trust. 🤝 We thrive together. 🌍 Our mission is to create a more equal world—one global hire at a time. Everything we do ladders up to our mission—and that doesn’t just mean building software. We develop programs, participate in workshops, and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work. We embrace asynchronous communication and collaborative work—and we share how we work in the [Oyster Public HQ](https://oysterhr.notion.site/Welcome-to-The-Reef-Oyster-s-Open-Source-Employee-Guide-fc482e3f107c4afd8c85ed217f1d0c1d?ref=supporthuman.cx) —to help other global teams learn from our experiences. **💌 How YOU work** Different countries have different statutory benefits, different cultures have different norms, and different people have different needs! In order to best support and encourage our diverse team, we’ve created [How YOU Work; ](https://oysterhr.notion.site/How-YOU-work-ac16c1932e314ffd8cb693e332458395?ref=supporthuman.cx)a program of policies, practices, and perks to support your whole human experience as an employee at Oyster. - **Work from anywhere:** Oyster is a borderless, HQ-less company. As long as your work gets done on time, your team has the support they need, and you're authorized to work where you live, the world is truly your Oyster. - **Paid time off:** We’re all about taking breaks—we all need it. Oyster provides employees with 40 days off each year, which includes public/bank holidays and vacation/holiday leave (unless your country mandates more). - **Mental health support:** We consider your mental health a top priority. We offer access to [Plumm](https://oysterhr.notion.site/Plumm-3b5e7e70dec6428e975f68f25972cfb7?ref=supporthuman.cx), a mental well-being service, to support your mental health. - **Wellbeing allowance:** Each month, Oyster will top up your ThanksBen wallet with a wellbeing allowance. You can get pretty much anything that your heart desires! ThanksBen offers a wide array of options for spending your wellbeing allowance. Check out their benefits catalogue [here](https://www.thanksben.com/employee-benefits-catalogue?ref=supporthuman.cx) for inspiration. - **Flexible parental leave:** Families are created in lots of different ways. Our parental leave policy applies to all employees who are becoming parents, regardless of *how* they become a parent. Oysters are eligible for a minimum of three months of paid parental leave and your job will be held for 12 months (or longer if required by local jurisdiction). - **WFH stipend:** Stipend to spend on your laptop and any other equipment you need for your home office; we'll get you up and running in no time! **✨ The best jobs should be available to everyone** At Oyster, we celebrate a variety of perspectives and experiences and we’ve intentionally built our product and our company with an inclusive, global mindset. We know from experience that people from underrepresented groups often don’t apply for roles they don’t feel they meet all the criteria for. We’re committed to elevating talent by creating a trust-based environment where we can all thrive together. So if you think you have what it takes, but don’t necessarily check every single box, please consider applying. We’d love to hear how you might contribute to our mission and our team. Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email [jobs@oysterhr.com](mailto:jobs@oysterhr.com) with the subject line: Interview Accommodations. Our available positions are published on our careers page and should you be invited to interview with us, our recruitment team will only ever contact you directly from an @oysterhr.com email address. **We will never ask you to send us money as part of a job offer.** If you receive a suspicious email relating to opportunities at Oyster from any other email domain where someone is claiming to be a part of our recruitment team, or are directed to anywhere other than [www.oysterhr.com/careers](https://www.oysterhr.com/careers?ref=supporthuman.cx) to view our available jobs we encourage you to submit a report through our [Compliance and Ethics Helpline](https://www.oysterhr.com/trust?ref=supporthuman.cx). ### Senior Customer Success Manager (Fixed Term Cover) URL: https://supporthuman.cx/jobs/senior-customer-success-manager-fixed-term-cover/ Last updated: 2026-08-07T22:10:04.000Z ## [Oyster](https://www.oysterhr.com/careers?ref=supporthuman.cx) | 6-month fixed-term contract | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Careers page is pretty good – informative and with personality. > We are radically transparent. Transparency helps us grow. We value honest feedback, recognize hard work, and get any issues on the table as fast as possible. Boy, I hope this means they have salary transparency for all roles. Oh, for– I CALL BULLSHIT. Not only is there not salary transparency, not only do they not even attempt to address it, but they ask for salary expectations in the applications. If you're going to go on about "radical transparency" and "we value clarity, we strive to be exceptionally clear and encourage overcommunication," then you sure as fuck should AT LEAST talk about your compensation philosophy. This is fucking nonsense. I don't even care what the rest of the job description says. I am invoking my power as Supreme Bad Job Bingo Dictator to automatically BINGO this company out. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/15sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Customer Success Manager (Fixed Term Cover)](https://job-boards.greenhouse.io/oyster/jobs/5258917004?ref=supporthuman.cx) **✨ One platform, a whole world of opportunity** Right now, the best jobs are limited to people in a handful of the world’s wealthiest cities, yet brilliant people are *everywhere*. Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere. When it comes to global employment, we walk the walk. We’re proof that companies don't need an office to create a highly-engaged culture. Since the company’s inception in January 2020, Oyster has: 🌏 Created a fully-distributed, vibrant team of 500+ employees across 60+ countries👩‍💻[Featured in Forbes](https://www.forbes.com/sites/laurabegleybloom/2024/01/25/work-from-home-or-anywhere-top-30-companies-for-remote-jobs-in-2024/?ref=supporthuman.cx) having ranked #9 in Flexjobs Top 30 Companies for remote jobs 🌈 Established a diverse leadership team and an employee base that’s 60% female🏆 Achieved one of the highest employee engagement scores in its class🦄 Raised $150 million in Series C funding at a valuation of over $1 billion!💚 B Corp status achieved in 2023 Our momentum speaks to the power of global employment—and we’re just getting started! If you want to change the world with Oyster *and* be empowered to work remotely while doing so, we’d love for you to apply! **The Role** **Location:** While this position is posted in a specific location, all of Oyster’s positions are fully remote and you can work from home. Forever.To create the best experience for our new hire, this role requires you to be based within + / -5 UTC (EMEA) working hours. **PLEASE NOTE: This is a six-month fixed-term employment contract until April 2025\.** As a key member of the Customer Success team at Oyster, you will focus on nurturing and retaining our most strategic customers. You will be on the front line with customers representing Oyster to our main points of contact to successfully deliver on our scope of product and services. You will partner closely with your Account Manager to align day-to-day activities to a clear picture of high-value partnership between Oyster and our customers, as well as leverage cross-functional stakeholders in order to assure successful relationship development. **Key Responsibilities** - Manage a portfolio of Oyster's most strategic accounts, acting as a trusted advisor to your customers, understanding their business objectives, challenges, and goals to ensure they maximize the value of Oyster's products and services. - Run regular account reviews with customers to ensure the relationship remains healthy and share structured updates on product and service developments. - Educate customers about Oyster's product and services and run product training for the different customer personas. - Effectively handle customer escalations, by working cross-functionally to find prompt and satisfactory resolutions. - Apply a data-driven mindset to customer inquiries, needs, and insights to feed the customer voice back to the business. - Work cross-functionally with Product, Account Management, and Support to translate customer feedback and ensure high impact and customer-centric improvements - Complete ongoing upskilling as our product rapidly continues to accelerate! **Core Requirements** - 4+ years of experience in a Customer Success, Account Manager or quota-carrying role, preferably in a SaaS or technology company. - Proven track record of managing multiple customer relationships and driving customer success initiatives. - Ability to effectively manage customer expectations and any conflicts should they arise. - Excellent operating rhythm to keep routine deliverables on track while escalations emerge. - Excellent communication and presentation skills. - Problem-solving mentality and demonstrated conflict resolution capabilities. - An autonomous, professional and human-centric approach to customer relationships. - Process-minded with a focus on scale and efficiency for your work. - Comfortable working remotely and taking a proactive approach to asynchronous communication. - Growth-minded and solutions-oriented with the desire to roll up your sleeves and solve problems as they arise. - A curious team player with the interest to try new things, bring initiatives, test and use the possibility to be creative. - A high degree of empathy and a positive attitude. You work hard and know that everyone around you is, too - Drive for the social impact mission and desire to use skills to influence global change and employment opportunities. - \[BONUS\] You have experience in the EOR or HR industry and employment practices in more than 1 country. - \[BONUS\] Proficiency in Zendesk, Asana, Notion, and Slack is a bonus. - \[BONUS\] You have the ability to speak languages other than English fluently. **You'll also need** - A reliable home internet connection (or be able to get one) - Fluent English language skills **🦪 How we work together at Oyster** Our values guide the work we do, the decisions we make, and the culture that makes us special. We elevate talent. 🙌 We build trust. 🤝 We thrive together. 🌍 Our mission is to create a more equal world—one global hire at a time. Everything we do ladders up to our mission—and that doesn’t just mean building software. We develop programs, participate in workshops, and create dedicated teams to ensure we successfully support companies and knowledge workers in this new world of work. We embrace asynchronous communication and collaborative work—and we share how we work in the [Oyster Public HQ](https://oysterhr.notion.site/Welcome-to-The-Reef-Oyster-s-Open-Source-Employee-Guide-fc482e3f107c4afd8c85ed217f1d0c1d?ref=supporthuman.cx) —to help other global teams learn from our experiences. **💌 How YOU work** Different countries have different statutory benefits, different cultures have different norms, and different people have different needs! In order to best support and encourage our diverse team, we’ve created [How YOU Work; ](https://oysterhr.notion.site/How-YOU-work-ac16c1932e314ffd8cb693e332458395?ref=supporthuman.cx)a program of policies, practices, and perks to support your whole human experience as an employee at Oyster. - **Work from anywhere:** Oyster is a borderless, HQ-less company. As long as your work gets done on time, your team has the support they need, and you're authorized to work where you live, the world is truly your Oyster. - **Paid time off:** We’re all about taking breaks—we all need it. Oyster provides employees with 40 days off each year, which includes public/bank holidays and vacation/holiday leave (unless your country mandates more). - **Mental health support:** We consider your mental health a top priority. We offer access to [Plumm](https://oysterhr.notion.site/Plumm-3b5e7e70dec6428e975f68f25972cfb7?ref=supporthuman.cx), a mental well-being service, to support your mental health. - **Wellbeing allowance:** Each month, Oyster will top up your ThanksBen wallet with a wellbeing allowance. You can get pretty much anything that your heart desires! ThanksBen offers a wide array of options for spending your wellbeing allowance. Check out their benefits catalogue [here](https://www.thanksben.com/employee-benefits-catalogue?ref=supporthuman.cx) for inspiration. - **Flexible parental leave:** Families are created in lots of different ways. Our parental leave policy applies to all employees who are becoming parents, regardless of *how* they become a parent. Oysters are eligible for a minimum of three months of paid parental leave and your job will be held for 12 months (or longer if required by local jurisdiction). - **WFH stipend:** Stipend to spend on your laptop and any other equipment you need for your home office; we'll get you up and running in no time! **✨ The best jobs should be available to everyone** At Oyster, we celebrate a variety of perspectives and experiences and we’ve intentionally built our product and our company with an inclusive, global mindset. We know from experience that people from underrepresented groups often don’t apply for roles they don’t feel they meet all the criteria for. We’re committed to elevating talent by creating a trust-based environment where we can all thrive together. So if you think you have what it takes, but don’t necessarily check every single box, please consider applying. We’d love to hear how you might contribute to our mission and our team. Oyster is committed to ensuring equal opportunity of employment for qualified persons with disabilities and actively fosters an inclusive work environment. If you require reasonable accommodations throughout the recruiting process, please email [jobs@oysterhr.com](mailto:jobs@oysterhr.com) with the subject line: Interview Accommodations. Our available positions are published on our careers page and should you be invited to interview with us, our recruitment team will only ever contact you directly from an @oysterhr.com email address. **We will never ask you to send us money as part of a job offer.** If you receive a suspicious email relating to opportunities at Oyster from any other email domain where someone is claiming to be a part of our recruitment team, or are directed to anywhere other than [www.oysterhr.com/careers](https://www.oysterhr.com/careers?ref=supporthuman.cx) to view our available jobs we encourage you to submit a report through our [Compliance and Ethics Helpline](https://www.oysterhr.com/trust?ref=supporthuman.cx). ### In which it's all about the Benjamins, and we have our highest expletive-to-jobs ratio ever. Plus: we get our first audience-rated job URL: https://supporthuman.cx/p/in-which-its-all-about-the-benjamins-and-we-have-our-highest-expletive-to-jobs-ratio-ever-plus-we-get-our-first-audience-rated-job/ Last updated: 2026-10-02T18:17:13.000Z This week was very busy for me, so we have a light issue. Now, normally, I rate about 15-20 jobs per issue, which means I have a more or less normal distribution of jobs and ratings to offer you. This week, however, the distribution of jobs doesn’t resemble a bell curve so much as a very stark, very sheer cliff face. And as we’re already operating in statistics, you should know that this issue involves our highest ratio of expletive-to-jobs that I think we’ve ever had, at 16:7. Uh. Enjoy? ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ### **By The Audience** We have a new section this week! I had a hard time rating the job below, so I thought I’d leave it up to my subscribers to rate it this time. I’ll let voting continue for 72 hours, then set the job’s rating based on whichever gets the highest vote. If there’s a tie, I’ll choose the rating based on my best judgment as Supreme Bad Job Bingo Dictator. If y’all dig it, maybe I’ll have y’all rate one job a week. - [**Founding Support Engineer**](https://www.jobs.supporthuman.cx/founding-support-engineer/?ref=supporthuman.cx) **($130k-$160k) at** [**Mintlify**](https://mintlify.com/careers?ref=supporthuman.cx) **(Onsite CA-San Francisco)** - *We build products that accelerate software development, and we could use your help.* — Okay, I appreciate this humble beginning, which is somewhat unusual for a dev-focused software company. - Oh, that's-that's it. Okay. - Another somewhat unusual thing: the salary for this founding role is on par with the Full Stack Engineer role the company also has open. I could (and probably will later) make an argument that a founding Support Engineer is more in line with a Senior Engineer role and thus should be compensated as such, but I do think Mintlify should get credit for two things: - Showing salaries on the job opening page, which I can tell you from experience is very unusual; - Literally showing how they value support work by aligning it with other engineering compensation. - *and setting a positive precedent for the rest of the team to follow.* — So this is also unusual and interesting – it sounds like maybe the rest of the team is either reluctant to or inexperienced in providing direct support to customers, and they want this hire to build a customer-first culture. I like that they value it and are upfront about it! - *Your work will bring us toward industry-leading response times and service levels, while building our internal customer feedback operations in an increasingly intricate space. You will play an integral role in building knowledge within the team and be part of strategic initiatives for organizational and process improvements. You will be crucial to the success of building a innovative, disruptive, and high-scale product.* — This all makes total sense for a role like this, but it also means this should have a more senior title (and thus be compensated more appropriately). This is essentially a Director role with engineer duties, and right now, the salary is only compensating for one of those things. - *Located in (or will relocate to) San Francisco and excited about working in-person* — Oof, yeah, $130k-$160k isn't going to cut it for an in-person Director-level role in the Bay area, my friends. As the Bad Job Bingo Board of Directors pointed out, if they'd share more about their compensation policy or acknowledge that this is what they can afford at an early stage, I think this wouldn't be such a big deal, but they don't. - I like their values statements, although this one gives me pause: - 🔥 *Having fun - Be unapologetically you! We love our game-nights, ping pong tournaments, bufo emojis, and cow jokes (the CEO knows over 100 of them and TechCrunch made fun of him for it).* - On one hand, I love the personality. On the other, you know me and "fun" work environments: just value going home at the end of the day with a job well done! Also, ping-pong tables are *so* 2017. - The unlimited free mints bit in the Benefits section made me laugh. I guess I have to make a new rule: if the benefit is so obviously ridiculous and jokey that a reasonable person wouldn't consider it a real benefit, it gets a pass in BJB. **How would you rate Mintlify's Founding Support Engineer role in Bad Job Bingo?** Feel free to share why you picked your rating in the comments! I might include it in the next issue of BJB, so be sure to let me know if you're okay with that and if you'd like credit. ## **Green Means Go** *No flags, or green flags only! A true unicorn.* None this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* Unbelievably, none this week. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* Even more unbelievably, none this week. ## **BINGO** *Welp.* #### [Senior Customer Success Manager (Fixed Term Cover)](https://www.jobs.supporthuman.cx/senior-customer-success-manager-fixed-term-cover/?ref=supporthuman.cx) Oyster · No comp given · Remote, EMEA Careers page is pretty good – informative and with personality. > We are radically transparent. Transparency helps us grow. We value honest feedback, recognize hard work, and get any issues on the table as fast as possible. Boy, I hope this means they have salary transparency for all roles. Oh, for– I CALL BULLSHIT. Not only is there not salary transparency, not only do they not even attempt to address it, but they ask for salary expectations in the applications. If you're going to go on about "radical transparency" and "we value clarity, we strive to be exceptionally clear and encourage overcommunication," then you sure as fuck should AT LEAST talk about your compensation philosophy. This is fucking nonsense. I don't even care what the rest of the job description says. I am invoking my power as Supreme Bad Job Bingo Dictator to automatically BINGO this company out. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-13/?ref=supporthuman.cx) Oyster · No comp given · Remote, EMEA See the Senior Customer Success Manager position for what Oyster did that pissed me off so much that I automatically BINGOed out this one too. #### [Customer Support Advocate](https://www.jobs.supporthuman.cx/customer-support-advocate-2/?ref=supporthuman.cx) brightwheel · $45k · Remote, US So, this one hit BINGO very quickly (and then some, actually, but compared to what's in Seriously, Maybe Don't at the moment...BINGO it is). The main ones: Fast-paced environment, rapidly changing requirements, poorly-edited JD requires attention to detail, JD doesn't mention benefits at all, and salary for leadership roles is good but not for frontline roles. But also: $45k is shitty pay for a non-entry-level role, especially when the company prefers the candidate to have experience in education and an undergraduate degree. I mean, seriously. What are all these companies on this week? ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Head of Customer Success](https://www.jobs.supporthuman.cx/head-of-customer-success/?ref=supporthuman.cx) AltScore · $36k-$96k · Remote, AR, BR, CL, EC, MX, US There's no Careers page as far as I can tell, just a Jobs page. > We are a meritocratic company where employees are recognized and rewarded for their contributions. "Anything about the company being a meritocracy" got added as a new BJB entry because, as the wise [Ashley Hayslett](https://www.linkedin.com/in/ashley-h-28737710/?ref=supporthuman.cx) put it: "it rewards individualism in an environment where teamwork is necessary.” > Hands-On Execution: Actively engage with key customers to understand their needs, drive product adoption, and ensure they realize the full value of AltScore’s solutions. Lead by example, taking on direct account management responsibilities as needed. Hmm, why, though? Staying close to the customer is a given, but I think they should explain why this requirement, in particular, is important enough to them to mention it multiple times in the job description. Also, I'll take "What job description was written by AI?" for $400, Alex. (We have some repeating requirements in the duties section, and then there's the **Summarizing Phrase: Wordy Bullet Point** pattern.) > Base Salary: $3,000 - $8,000 USD per month, depending on experience. > \* blinks\* \*cleans glasses\* \*reloads page\* Nope, that's...that's the salary. That's the real salary in reality. > Bilingual in Spanish and English, with strong communication skills in both languages, is a plus. oh my god > Bachelor’s degree in Business, Marketing, or a related field; MBA or other advanced degrees are a plus. OH MY GOD > Performance Bonus: Up to 10% of base salary, tied to individual and company performance. Is that per month? Because that's the only way the salary could possibly make any goddamned sense. Okay, then! This belongs in Seriously, Maybe Don't. What the actual fuck. #### [Head of Customer Support](https://www.jobs.supporthuman.cx/head-of-customer-support-3/?ref=supporthuman.cx) brightwheel · $135k-$215k · Remote, US It's super patronizing that this JD includes info about their investors and the Customer Support Advocate role doesn't. > You thrive in fast-paced startup environments with very high performance expectations. Oh wow, how unique brightwheel is! Because most startups move like molasses and expect their people to come in and fall on their asses immediately and repeatedly. Also: no, thank you. > Develop and implement a multi-year strategy to maximize customer retention by focusing on delivering value for customers A...multi-year strategy. Are you just not planning to respond to customer feedback or market trends at all for years? Are you never going to update the product again? The hell? > Set and achieve ambitious CSAT and risk/fraud goals You're...setting goals *for* risk and fraud? > Lead the Payment Operations team which is responsible for risk and fraud Well, sure. Someone needs to hit those ambitious goals for risk and fraud. Also, this is software for preschools and daycares. What the hell is going on with this product? > Gain buy-in and drive action from cross-functional partners to improve the customer experience – Product Design & Engineering, Onboarding, Accounts, Growth Ooohhh, that's a bad sign. > Build a deep bench of high-performing leaders on the Customer Support team But, as we've already seen, don't pay them for that high performance or leadership! > Demonstrated excellence in all 8 brightwheel Leadership Principles Okay, requiring "demonstrated excellence" in company-specific principles for a company for which a candidate's never worked is just ridiculous. > brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. For the second time this issue, I CALL BULLSHIT. You pay your advocates a third to a fifth of what you pay for this role, and your Advocate JD doesn't even *mention* benefits. GIVE ME A FUCKING BREAK. I cannot with these companies this week. I CANNOT. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-14/?ref=supporthuman.cx) Bland AI · $140k-$170k · Onsite, US-San Francisco, CA Wow, what a thing to name your company. Although I just know there was a conversation at some point where someone advised, "Just name it Bland AI! It'll seem less threatening!" Unfortunately, the branding doesn't work. This product seems like a nightmare. > 02 Customer Support - Bland always has a great attitude, a perfect memory, and infinite patience. Never make customers wait on hold or deal with a b attitude again. 1) I'm trying to come up with a response to this that isn't just telling them to go fuck themselves, but I can't. So this is me *not* telling them to go fuck themselves. 2) Maybe don't have AI make your website without review. 3) These guys are definitely going to require attention to detail, aren't they? > We are a start-up, and we need people who understand what that means. Sure. What does that mean, Bland AI? > We aren't a super traditional team, but we are an extremely effective one. We love unique backgrounds, hardworkers, and intelligent people who take pride in everything they do. They really are bland if they can't come up with something better than "we don't want witless malingerers." > You pay attention to small details Bland *and* predictable. > If you don't have the perfect experience that is fine! We're a bunch of drop-outs and hackers Because a bunch of drop-outs is who you want in control of an AI voice product that can be used to do little things like influence elections and defraud people. > Working at a start-up is really hard. Where's that "Startups are hard!" Barbie when you need her? > We work a lot and we figure things out on the fly. I get that this is BJB, and we're talking about jobs and hiring. I do. I really do. But I just--okay, I need a moment. For just this minute, can we stop and acknowledge that this is a perfect example of everything that is often wrong with Tech in general and how we approach AI specifically? Can we just acknowledge that generative AI is really fucking dangerous even in the hands of incredibly educated and careful people and that maybe it is recklessly, unforgivably irresponsible to allow 20-somethings who appear to have no professional experience before 2022 to be in charge of AI products that could destabilize democracies? COULD WE MAYBE JUST ACKNOWLEDGE THAT FOR A MILLISECOND OH MY FUCKING GOD– I'm back. I'm fine. Everything's fine. I'm putting this in Seriously, Maybe Don't purely because of how fucking terrifying it is. ![Tweet from Alex Blechman: Sci-Fi Author: In my book I invented the Torment Nexus as a cautionary tale Tech Company: At long last, we have created the Torment Nexus from classic sci-fi novel Don't Create The Torment Nexus](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1234.jpeg) ### Customer Experience Team Lead URL: https://supporthuman.cx/jobs/customer-experience-team-lead-2/ Last updated: 2026-08-07T22:10:05.000Z ## [Whatnot](https://www.whatnot.com/careers?ref=supporthuman.cx) | $90,000-$100,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Work hard, have fun & do what you love to do. So that's two red flags and we haven't even gotten past the header on the Careers page. I'm sure it'll be fine. Another "Why work here?" section that's just "we're growing really fast!!!" > we’re hiring forward-thinking problem solvers across all functional areas. > The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. So you're saying there are a lot of problems? > As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail I do know what they mean here, but this is just funny. > You’ll take those insights and make Whatnot 1% better every day by partnering with driving cross-functional teams to fix gaps in our product or experience that negatively impact our customers. Lowest level of detail, indeed. > You are a leader with a strong desire and natural ability to motivate a team This is not how professional leadership works. It's never a good idea to lean on charisma to manage teams rather than skill gained through training and experience. Also, if you've taken a shot every time they mention performance by this point, you are now sloppy drunk. Drink some water. The salary is decent for a Lead role, but this isn't really that. Given the responsibilities, this really should be a Director, making the salary middling at best. However: now that I've gotten all my snark out of the way (oh, who am I kidding, \*some\* of my snark out of the way), let's talk about the benefits (other than health/dental/401k), which are freaking amazing: > $150 monthly allowance for cell phone and internet > Care benefits > \-$450 monthly allowance on food > \-$500 monthly allowance for wellness > \-$5,000 annual allowance towards Childcare That food allowance! The childcare allowance is probably an FSA based on the amount, but still, it's nothing to scoff at. In this economy, these benefits might make up for the middling salary, ngl. However part deux: while this feels like it could be a young company still trying to figure out its culture and hiring practices, there are still some red flags that are hard to ignore, including asking for salary expectations in the application and an indication that it's been open for a long while, so I think it still belongs in **Tread Carefully**. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Team Lead](https://job-boards.greenhouse.io/whatnot/jobs/5240988004?ref=supporthuman.cx) **🚀 Whatnot** Whatnot is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re building the future of ecommerce, bringing together community, shopping and entertainment. We are committed to our[ values](https://www.whatnot.com/careers?ref=supporthuman.cx), and as a remote-first team, we operate out of hubs within the US, Canada, UK, and Germany today. We’re innovating in the fast-paced world of live auctions in categories including sports, fashion, video games, and streetwear. The platform couples rigorous seller vetting with a focus on community to create a welcoming space for buyers and sellers to share their passions with others. And, we’re growing. Whatnot has been the [fastest growing marketplace](https://a16z.com/marketplace-100/?ref=supporthuman.cx) in the US over the past two years and we’re hiring forward-thinking problem solvers across all functional areas. **💻 Role** The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail so they can best solve customer issues and provide critical user insights to the business. You’ll take those insights and make Whatnot 1% better every day by partnering with driving cross-functional teams to fix gaps in our product or experience that negatively impact our customers. You will also be responsible for driving team productivity through performance metrics while delivering a quality experience, ensuring our users are getting a quick, and quality experience. - **Open to 12-9pm PST Sun-Thurs schedule** - Lead team performance and drive results in team productivity, quality, and customer experience - Manage, coach, encourage, and be responsible for the performance and culture of a team of agents - Maintain functional knowledge of, and act as a subject matter expert of processes, product, and projects related to day-to-day operations - Drive accountability on policies and other guidelines - Create new and use existing reporting to identify areas to improve performance metrics and productivity - Build a culture of insights generation to improve product, process, experience and overall business by reviewing Sigma & Zendesk metrics regularly - Identify and report on trends early and often. - Partner with training and content to reinforce compliance with new launches, processes, and policies. - Address and resolve critical issues from partners and other teams - Identify and call out areas of opportunity for Whatnot, helping improve or develop new processes to improve the user experience and business by understanding customer needs - Other ad-hoc project work as the business requires Team members in this role are required to be within commuting distance of our Phoenix, AZ hub. **👋 You** Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here. A hungry individual looking to continue their career in a fast-paced, rapidly changing environment. Someone willing to take on any role or task, learn new skills, and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background: - You have 5+ years of support operations experience managing support KPIs such as CSAT. - You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance - You have driven operational excellence, quality improvements, and performance-managed multiple agents. - You are analytical and data-driven, with experience distilling large data sets to actionable insights. - You are an owner, always looking for opportunities to better your work, team, product or customer experience - You are comfortable making tough decisions that balance the trade-off between quality and quantity - You have knowledge of Zendesk, data platforms such as Sigma, familiar with excel/google Sheets (Knowledge of SQL preferred) - You have experience in startups, marketplaces, or e-commerce (preferred) - You have worked within multichannel support operations (chat, email, sms, phone) - You have familiarity with working with large, diverse customer support, and operations organizations (preferred) - You have the flexibility to occasionally work shifts, holidays, and outside of standard schedule **💰Compensation** For US-based applicants:$90,000/year to $100,000/year + benefits + equity The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity. **🎁 Benefits** - Flexible Time off Policy and Company-wide Holidays (including a spring and winter break) - Health Insurance options including Medical, Dental, Vision - Work From Home Support - $1,000 home office setup allowance - $150 monthly allowance for cell phone and internet - Care benefits - $450 monthly allowance on food - $500 monthly allowance for wellness - $5,000 annual allowance towards Childcare - $20,000 lifetime benefit for family planning, such as adoption or fertility expenses - Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally - Parental Leave - 16 weeks of paid parental leave + one month gradual return to work \*company leave allowances run concurrently with country leave requirements which take precedence. **💛 EOE** Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce. ### Director, Support URL: https://supporthuman.cx/jobs/director-support/ Last updated: 2026-08-07T22:10:06.000Z ## [Instinct Science](https://instinctscience.applytojob.com/apply?ref=supporthuman.cx) | $80,000-$130,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** It seems like a pretty straightforward Director role, but this is one of those times where playing Bad Job Bingo is more an art than a science because I'm getting a weird vibe from this job description. There's just not a lot of information available about company culture, and while the high end of the salary range is reasonable enough, I think the low end is way too low, and again, they damage that salary transparency by asking for the desired salary on the application. I'm putting this in **Tread Carefully** just to be safe. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director, Support](https://instinctscience.applytojob.com/apply/Td8oCoJBGi/Director-Support?ref=supporthuman.cx) **Meet Instinct 👋** Instinct Science is an animal health software company that helps the world’s leading veterinary practices enhance patient care, improve staff efficiency, and minimize burnout. Our easy-to-use platform acts as the nerve center for veterinarians, veterinary nurses, and support staff alike, fostering seamless collaboration across teams. With our January 2024 acquisition of VetMedux, a trusted education and point-of-care information company for veterinarians, Instinct has strengthened our commitment to delivering the mission-critical tools veterinary practices need to care for their patients at the highest level and with the best outcomes! We’re fueled by compassion! Our team, our customers, and their patients and animal owners matter immensely to us. We put the Customer First; Act with Grace, Not Teeth; Do the Right Things for the Right Reasons; and know that Excellence is in our DNA. If these values speak to you, you might be a good fit for our Director, Support role. **A Sneak Peek of Your Role 🔭** As our Director, Support, you’ll lead a team of support professionals, fostering a culture of excellence and continuous improvement while ensuring top-notch, 24/7/365 service. You’ll collaborate with leaders across the company to enhance the overall support experience, overseeing multiple products, including our cutting-edge EMR platform, and supporting the world’s largest and most sophisticated animal hospital. We’re seeking someone who excels in dynamic environments, is passionate about team development, and is committed to delivering outstanding customer support. **What You’ll Do 🐱‍💻** - Oversee daily support operations, ensuring high-quality service across all channels and products - Manage resources and schedules effectively to ensure around the clock support for our customers - Handle escalations and complex support issues with ease, building strong relationships with our customers - Drive cross-functional initiatives to improve the customer experience and optimize support operations - Monitor and analyze support metrics, identify trends, and implement strategies for continuous improvement - Develop a deep understanding of Instinct’s products to guide and support both your team and our customers - Regularly report on team performance, customer satisfaction, and key initiatives to executive leadership **Who You Are 🐱‍💻** **Must Haves:** - A collaborative mindset, with a strong desire to work with internal and external stakeholders - Proven experience in developing and implementing customer support strategies and programs - Excellent troubleshooting, problem-solving, and decision-making skills to quickly resolve escalations. - Strong data-driven analytical skills, with a focus on process improvement and optimization. - Exceptional written and verbal communication and interpersonal skills. - Proficiency with customer support technologies and tools, with a preference for Intercom experience. - 3+ years of experience in a customer support leadership role (Manager or Director level). **Nice-to-Haves:** - Familiarity with Instinct products and/or experience in the Veterinary/Animal Health industries, including corporate facets - Experience in a 24/7/365, multi-tiered, multi-product, complex SaaS environment **How Instinct will Care about YOU 🌞** - We offer a supportive and caring work environment. - We are transparent, open, honest, and empathic, both internally and externally. - We pay our team well. - We offer medical, dental and vision benefits and 401K with match. - We give our team owner-like flexibility over work and time-off, including time to innovate and Slow Fridays. - We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work. - We offer a rewarding employee stock plan so that you share in our success. - We provide all-expense-paid time throughout the year together, including at our annual retreat. *Base Compensation range for this role ranges from $80,000 to $130,000* *Instinct is an equal opportunity employer committed to equality and providing a pleasant work environment free from harassment or discrimination in any form. All employees will be treated equally without regard to race, color, religion, sex, sexual orientation, gender identity, family or parental status, national origin, ancestry, veteran, or disability status.* *If you require accommodations throughout any part of the pre-employment process, please contact our People team at peopleteam@instinct.vet* ### Product Manager, Support Experience URL: https://supporthuman.cx/jobs/product-manager-support-experience/ Last updated: 2026-08-07T22:10:08.000Z ## [Stripe](https://stripe.com/jobs?ref=supporthuman.cx) | $178,600-$268,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > We have to be able to build things quickly to support the fastest growing startups and platforms in the world, while also being reliable, trustworthy, and sometimes profoundly boring. Man, I can't tell you how refreshing it is to read something like this. Yes! Our tech should be reliable and boring! It's not good to move fast and break things! Stripe's Careers page might be the most grounded I've ever read. I appreciate that. > You came to this page for a reason. Now we hope you’ll take the next step and come talk to us about whether one of our open roles is a good fit. We’re hiring talented people like you all the time. We hope you’re next. I love welcoming statements like this that celebrate what candidates have to offer. It's just a nice change over that "Do you think you have what it takes to be a BeeBooJollyWobblyWoofer? Dance, minion!" nonsense. This role sounds fascinating and the pay is fantastic. I see no flags, so we've got our first (and only?) Green Means Go of the week. Also, I'm not sure if they're trying to draw candidates from different places for this one role or if they're hiring more than one Product Manager, Support Experience, but there are several other openings with this title available. There are also several [other open Support positions of various types and levels](https://stripe.com/jobs/search?query=support&ref=supporthuman.cx), both in the U.S. and internationally. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Product Manager, Support Experience](https://stripe.com/jobs/listing/product-manager-support-experience/5808870?ref=supporthuman.cx) **Who we are** **About Stripe** Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. **About the team** The Support Experience team develops and applies technology at all points of the user support journey to solve customer problems at scale, unlocking growth across Stripe’s product suite. **What you’ll do** As a Product Manager on the Support Experience PM team, you’ll be responsible for defining the strategy for High Impact Support - solve the recurring problems that disproportionately affect our largest customers and cause the most user pain. You’ll need to tackle this space from multiple angles, from motivating product teams at Stripe to understand and improve product quality, to building systems that allow for repeatable problem solving by both users and our support team. You’ll need to create observability across inbound and outbound volume to find the high impact drivers of poor experiences; and build the flywheels that will leverage our internal and external systems to continuously improve how problems are resolved and products are built. **Responsibilities** - Drive significant increases in product quality across the company leveraging support data - Build the flywheels for improving support outcomes and enabling users to self-solve issues by creating scalable knowledge and workflow strategies. - Partner closely with Product Managers for the Self-Serve and Agent Platforms to define and instrument user journeys across our products so we can understand how success differs by journey and where we should invest - Define the data strategy for delivering an effective and efficient support experience - Create a platform that can be leveraged across the support journey to turbocharge users and support agents’ ability to solve problems directly and reliably. **Who you are** We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. **Minimum requirements** Our ideal Product Manager will be relentlessly user-focused, comfortable in ambiguity, have strong technical skills, and the desire to create something new. - Computer Science background or equivalent technical skills - Strong analytical abilities and experience with metrics - An ability to craft a vision and strategy and drive the roadmap toward it - A deep empathy for users **Preferred qualifications** - Software engineering experience, a computer science or engineering degree, or similar technical experience **Hybrid work at Stripe** This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office). Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams. A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live. **Pay and benefits** The annual US base salary range for this role is $178,600 - $268,000\. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends. Please find our California applicant personal information notice [here](https://stripe.com/legal/california-applicant-notice?ref=supporthuman.cx). **We look forward to hearing from you** At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. ### Senior Manager, Help Center URL: https://supporthuman.cx/jobs/senior-manager-help-center/ Last updated: 2026-08-07T22:10:09.000Z ## [Calendly](https://careers.calendly.com/?ref=supporthuman.cx) | $150,782-$244,798 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems like an awesome role with equally awesome pay. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Manager, Help Center](https://boards.greenhouse.io/calendly/jobs/7613318002?ref=supporthuman.cx) **About the team & opportunity** What’s so great about working on Calendly’s Customer Experience team? We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day. Why do we need you? Well, we are looking for a Senior Manager, Help Center who will bring exceptional leadership, strategic thinking, and a customer-first mindset. You will report to the Head of Customer Experience Operations and will be responsible for overseeing the Help Center's operations, ensuring exceptional self-service support, and continuously improving the user experience. **A day in the life of a Senior Manager, Help Center at Calendly** On a typical day, **you** will be working on: - Leading and mentoring a team of Help Center specialists to ensure top-tier self- service support for our customers - Developing and implementing strategies to enhance the efficiency and effectiveness of the Help Center - Analyzing voice of customer feedback and customer experience data to identify areas for improvement and drive impactful changes that support our business objectives - Collaborating with other departments to ensure the Help Center is aligned with overall Calendly goals - Overseeing the creation and maintenance of Help Center documentation and resources, including managing content for product releases, and managing escalated customer issues to ensure timely resolution - Monitoring and reporting on Help Center metrics to stakeholders and all of Calendly **What do we need from you?** - 7+ years of experience in a Customer Education role, preferably with Help Center, customer-facing Knowledge Base, and customer content experience. - 5+ years of experience leading teams for scaling, high-growth SaaS companies. - Strong leadership and team development skills. - Excellent communication and interpersonal skills. - Ability to analyze data and derive actionable insights. - Experience with customer support software and tools. - Strategic thinking with a customer-first approach. - Ability to work in a fast-paced, dynamic environment. - Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time **What’s in it for you?** Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. **Our Hiring Process:** Applicants for this role can expect to follow the hiring process listed below. Please keep in mind that applicants can be declined from the position at any stage of the process. - Qualified candidates will be invited to schedule a phone interview with a member of our recruiting team. This is a great time to ask any initial questions you have about the company or the role. - Next, we’ll put you in direct contact with your potential future manager. You’ll get a chance to learn even more about life at Calendly, the responsibilities attached to your role, and the qualities needed to succeed here. - Then you’ll meet with your potential future team members. - Next, we will send a take home exercise/presentation where you can highlight your skills. - Finally, we reach out to those you’ve worked with before, to learn more about the impact you can make, the value you bring, and the best way to set you up for success at Calendly. We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. The recruiter assigned to this role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift. ***If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com .*** ***Calendly is registered as an employer in many, but not all, states. If you are located in California, Alaska, Hawaii, Montana, North Dakota, South Dakota, Nebraska, Iowa, and West Virginia, you will not be eligible for employment. you will not be eligible for employment. Note that all individual roles will specify location eligibility.*** ***All candidates can find our Candidate Privacy Statement*** [***here***](https://docs.google.com/document/d/1UarTnO5b7rIEKowqiyRvw1Zz81mROP7tq-NR7sCmhBM/edit?ref=supporthuman.cx) ***Candidates residing in California may visit our Notice at Collection for California Candidates here:*** [***Notice at Collection***](https://docs.google.com/document/d/1d58%5FuJ1S0ti5jMlekLhXRswLfJAdw0A6/edit?ref=supporthuman.cx#bookmark=id.gjdgxs) The ranges listed below are the expected annual base salary for this role, subject to change. Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity. Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and [competitive benefits](https://careers.calendly.com/benefits-perks?ref=supporthuman.cx). Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows: - Tier 1: San Francisco, CA, San Jose, CA, New York City, NY - Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA. - Tier 3: All other locations not in Tier 1 or Tier 2 Tier 1 Salary$180,938—$244,798 USD Tier 2 Salary$165,860—$224,398 USD Tier 3 Salary$150,782—$203,999 USD ### CX Systems Administrator III URL: https://supporthuman.cx/jobs/cx-systems-administrator-iii/ Last updated: 2026-08-07T22:10:10.000Z ## [Calendly](https://careers.calendly.com/diversity?ref=supporthuman.cx) | $90,834-$147,471 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Calendly's Career pages (yes, pages!) are some of the most informative I've seen. Very well done. Seems like an interesting role that doesn't come up often. We have the usual suspects ("fast-paced, dynamic environment," hello darkness, my old friend), but otherwise, nothing especially worrisome. Just make sure you pay attention to the states Calendly \*isn't\* registered in, as residing in those states makes you ineligible for employment. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=jobs.supporthuman.cx) --- ### Original Job Description: [CX Systems Administrator III](https://boards.greenhouse.io/calendly/jobs/7597105002?ref=supporthuman.cx) **About the team & opportunity** What’s so great about working on Calendly’s Customer Experience team? We provide a high touch experience to each customer and enable them to maximize our product so that they can gain valuable time back into their day to day. **Why do we need you?** We are looking for a Systems Administrator III who will bring advanced technical skills, leadership experience, and a strong ability to work in fast-paced environments. You will report to the Senior Manager CX Operation, Systems and Analytics, and will be responsible for ensuring our CX systems are optimized and efficient. **A day in the life of a Systems Administrator III at Calendly** On a typical day, **you** will be working on: - Ensure key daily workflows in CX systems for Customer Support, Customer Success, and self-service help are efficient, clean, and always improving. - Managing the vendor relationship for the systems that you administer, keeping us top of mind for the supplier and making sure we’re aware of new features and potential impact points from releases. - Partner with business leaders and teammates to define our CX systems and tools roadmap, and to execute this vision. - Take a product management approach to delivering new system features and enhancements, unlocking more time for our team to focus on strategic work. - Enable strategic, data-driven decision making across our CX teams through clean configuration and a comprehensive set of bulletproof integrations between key platforms. - Partner cross-functionally with the Revenue Operations, Marketing, Data Engineering, and product organizations to discover insights that will uncover system optimization opportunities. - Optimize our implementation of Zendesk, including connected systems such as Qualtrics, Ada, Salesforce, etc. - Drive innovation across our tech stack to deliver improved experiences for our customers and stakeholders. - Work with key stakeholders to define the roadmap for key systems. **What do we need from you?** You should apply if you have: - 5+ years of hands-on experience implementing and configuring Zendesk, Salesforce, Chatbots, JIRA, and related systems (certifications a big plus!). - Experience understanding and translating business requirements into technical specifications, specifically for Support, Success and Operations organizations. - Experience managing complex integrated SaaS systems via APIs, webhooks, ETL, Zapier, or related mechanisms. - Experience with data warehouses (BigQuery, Redshift, etc.) and BI visualization platforms (Looker, Tableau, etc.). - Experience working in a fast-moving environment such as a SaaS startup, while managing complex projects to a deadline. - The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!). - Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time. ***It would be great if you also have:*** - Experience building solutions with Zendesk Integration Services (ZIS). - Advanced technical skills, including the ability to work with SQL, JSON, APEX. - Demonstrated leadership experience in a prior role, either formally as part of your explicit duties or informally as part of team project work. **What’s in it for you?** Ready to make a serious impact? Millions of people already rely on Calendly’s products, and we’re still in the midst of our growth curve — it’s a fantastic time to join us. Everything you’ll work on here will accelerate your career to the next level. If you want to learn, grow, and do the best work of your life alongside the best people you’ve ever worked with, then we hope you’ll consider allowing Calendly to be a part of your professional journey. **Our Hiring Process:** We aim to provide an inclusive and equitable candidate experience to everyone who expresses interest in working at Calendly. To learn more about our hiring process, please visit our careers page at[ www.careers.calendly.com](https://careers.calendly.com/how-we-hire/?ref=supporthuman.cx). Once selected for an opportunity, the recruiter assigned to the role will keep you informed every step of the way. Have questions? Let your recruiter know! Want to share your experience? We are passionately committed to improving and building on our process, and we consider feedback a gift. ***If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at recruiting@calendly.com .*** ***Calendly is registered as an employer in many, but not all, states. If you are located in Alaska, Hawaii, California, Montana, North Dakota, South Dakota, Nebraska, Iowa, and West Virginia, you will not be eligible for employment. Note that all individual roles will specify location eligibility.*** ***All candidates can find our Candidate Privacy Statement*** [***here***](https://docs.google.com/document/d/1UarTnO5b7rIEKowqiyRvw1Zz81mROP7tq-NR7sCmhBM/edit?ref=supporthuman.cx) ***Candidates residing in California may visit our Notice at Collection for California Candidates here:*** [***Notice at Collection***](https://docs.google.com/document/d/1d58%5FuJ1S0ti5jMlekLhXRswLfJAdw0A6/edit?ref=supporthuman.cx#bookmark=id.gjdgxs) The ranges listed below are the expected annual base salary for this role, subject to change. Calendly takes a number of factors into consideration when determining an employee’s starting salary, including relevant experience, relevant skills sets, interview performance, location/metropolitan area, and internal pay equity. Base salary is just one component of Calendly’s total rewards package. All full-time (30 hours/week) employees are also eligible for our Quarterly Corporate Bonus program (or Sales incentive), equity awards, and [competitive benefits](https://careers.calendly.com/benefits-perks?ref=supporthuman.cx). Calendly uses the zip code of an employee’s remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows: - Tier 1: San Francisco, CA, San Jose, CA, New York City, NY - Tier 2: Chicago, IL, Austin, TX, Denver, CO, Boston, MA, Washington D.C., Philadelphia, PA, Portland, OR, Seattle, WA, Miami, FL, and all other cities in CA. - Tier 3: All other locations not in Tier 1 or Tier 2 Tier 1 Salary $109,000—$147,471 USD Tier 2 Salary $99,917—$135,182 USD Tier 3 Salary $90,834—$122,892 ### Manager, Customer Service URL: https://supporthuman.cx/jobs/manager-customer-service/ Last updated: 2026-08-07T22:10:11.000Z ## [86 Repairs](https://www.86repairs.com/careers?ref=supporthuman.cx) | Competitive comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > At the heart of our company lies our Customer Service team, the driving force behind an exceptional customer experience. We are a rapidly scaling tech startup, and our team members are the power users of BOH, our cutting-edge software solution tailored to meet the evolving needs of our restaurant clients. It's sad that a company speaking highly of its customer service team is notable, but since it is, I always like to highlight it when I see it. > This role requires precision, the ability to manage complex relationships, and a calm demeanor under pressure. It's not easy, but it’s rewarding—because solving problems for our customers is what we’re all about. This is a good way to phrase this and be honest about the working conditions. I'm surprised that they provide a salary range for their frontline role but not for this manager role; it's usually the other way around. The way the bullet is phrased makes me wonder if it's a genuine, accidental oversight, but regardless – the lack of salary transparency means this has to go into **Tread Carefully**. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=jobs.supporthuman.cx) --- ### Original Job Description: [Manager, Customer Service](https://job-boards.greenhouse.io/86repairs/jobs/5252622004?ref=supporthuman.cx) **Our Company** 86 Repairs is transforming a huge, overlooked problem in restaurants: getting things fixed. While other parts of the industry have evolved thanks to technology (think: online ordering, point-of-sale), repairs and maintenance (R&M) kept the status quo… Until we came along. 86 launched an R&M management platform built for the restaurant industry in 2018\. Our tech-enabled solution includes on-demand repair management and preventative maintenance. With 86 Repairs, restaurants can access data-driven insights and 24/7 support to control their facilities, reduce their R&M costs, and spend less of their team's time on equipment repairs. **Our Community** 86ers are thoughtful, ambitious, and creative folks working together across 20+ states and several time zones. We have restaurant industry veterans and non-industry folks alike. We believe the strength of our team can’t be contained by the four walls of an office, so we’re fully remote. We're looking for sharp people who want to contribute new perspectives to our community and help us grow. We value folks who are comfortable with rapid change and are excited to build a company together. We don’t have it all figured out, so we need team members who thrive on new challenges. **Our Commitment** The only way to build a great company is by hiring talented people with diverse backgrounds and rich life experiences. Those experiences contribute to our culture and help us find creative solutions to the tough problems we're solving. Because of this, 86 Repairs is committed to inclusion across race, gender, age, religion, identity, and background in everything we do. Historically, women and people of color are hesitant to apply for a role unless they meet every qualification listed in the job description. If you are uncertain if you're a fit, please apply. We'd rather have one more resume to review than miss the chance to meet amazing talent. **Our Customer Service Team** At the heart of our company lies our Customer Service team, the driving force behind an exceptional customer experience. We are a rapidly scaling tech startup, and our team members are the power users of BOH, our cutting-edge software solution tailored to meet the evolving needs of our restaurant clients. From delivering a seamless intake experience to troubleshooting, asset verification, warranty checks, parts ordering, and vendor coordination, our team is dedicated to resolving issues and ensuring customer satisfaction. This role requires precision, the ability to manage complex relationships, and a calm demeanor under pressure. It's not easy, but it’s rewarding—because solving problems for our customers is what we’re all about. **The Role** We’re looking for a talented and passionate leader to join our management team and help guide our best-in-class, 24/7/365 customer service team. In this role, you’ll be responsible for: - **Team Leadership:** Managing a portion of our customer service team, focusing on team performance, growth, and development. You'll be a mentor, coach, and strategist, helping your team achieve excellence in customer service and service request management. - **Operational Excellence:** Ensuring the department is appropriately staffed, adheres to quality and service standards, and contributes to our company’s mission of delivering an outstanding end-to-end customer experience. You’ll overseeing hiring, training, scheduling, and the implementation of business strategies. - **Strategic Growth:** Collaborating with the management team to support our rapid scaling, bringing innovative ideas to the table, and driving productivity gains across the board. You’ll play a key role in shaping the future of our customer service operations as we continue to expand. **Qualifications** - **5+ years of experience** in customer service, with a focus on delivering exceptional results. - **3+ years of experience** managing large, high-volume teams, with a proven track record of driving productivity and quality. - **8+ years of diverse work experience** (We love candidates with unique backgrounds!). - Experience in a scaling startup environment is a plus, but not required. **Strong Candidates** - **Relationship Builders:** You excel at cultivating and growing high-level relationships within your team, creating a collaborative and supportive environment. - **Performance-Driven:** You have a proven track record of managing performance, quality, and growth in large teams, ensuring that targets are consistently met. - **Innovative Thinkers:** You bring fresh ideas and innovative solutions to the table, always looking for ways to improve and streamline processes. If you’re ready to take on a challenging and rewarding leadership role in a fast-paced, dynamic environment, we want to hear from you! Join us and help us continue to deliver exceptional service to our customers while growing with a company that values innovation, collaboration, and customer satisfaction. **We do not require** - A college degree or high GPA - Tools: we’ll provide you with your computer, monitor, and everything you need - Startup or tech experience (an aptitude for fast-paced, tech work is enough) - Commutes: we’re fully remote; travel is dependent on your role. **Compensation & Benefits** - Salary Range aligned with market - Our range fluctuates based on experience; extra points if you have worked with a partner or customer of ours, or in facilities management. - Health, dental, vision, disability, and life insurance plans (with generous company contributions) - Flex spending account for medical expenses and childcare - 401(k) plan with 3% matching - Unlimited PTO with generous bereavement and sick policies - “Check Please” dining benefit: the company pays for you to eat at our customers’ restaurants once a quarter (up to $400 per year!) - Paid family leave for those starting a family, regardless of gender - Equity in the company for every role **Interview Process** We ask every candidate to go through the same interview process to ensure we are equally evaluating folks. That process typically includes: - Phone Chat: 30-minutes - Zoom Video Meeting: 45-minutes - Peer Panel(s): 45-minutes - Case Study: 45-60 minutes ### Customer Service Specialist: Evenings & Weekends URL: https://supporthuman.cx/jobs/customer-service-specialist-evenings-weekends/ Last updated: 2026-08-07T22:10:12.000Z ## [86 Repairs](https://www.86repairs.com/careers?ref=supporthuman.cx) | $55,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Good Careers page, lots of honesty and personality. And I know I usually make fun of offering company-related perks as benefits, but this is cool: > "Check Please" - quarterly stipend to spend at our customers' restaurants > We're looking for sharp people who want to contribute new perspectives to our community and help us grow. We value folks who are comfortable with rapid change and are excited to build a company together. We don’t have it all figured out, so we need team members who thrive on new challenges. I think the "sharp people" bit is silly (as I always do), but otherwise, I appreciate they're honest and upfront about the nature of the company environment. It shows they care about being a good fit for potential candidates. I know I've given jobs offering around $50k a hard time this week (you'll see in a minute), but for this role, a salary of $55k (combined with the excellent benefits) seems great. The difference is that this role is pretty entry-level and offers an avenue for folks in hospitality-based customer service roles to transition into a remote tech support role, gaining valuable startup experience in the meantime. I would hope 86 Repairs recognizes the value of loyal employees and promotes from within, but if not, this is a good way to get your foot in the door at a startup, get a few years of CX experience, and then move on to a better role. Thank goodness for at least one solid **Eh, It's Probably Fine**. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Service Specialist: Evenings & Weekends](https://job-boards.greenhouse.io/86repairs/jobs/5224644004?ref=supporthuman.cx) **\*This role requires availability for afternoon, evening, and weekend hours.** **\*1-year of restaurant experience required.** **Our Company** 86 Repairs is transforming a huge, overlooked problem in restaurants: getting things fixed. While other parts of the industry have evolved thanks to technology (think: online ordering, point-of-sale), repairs and maintenance (R&M) has kept the status quo… Until we came along. 86 launched an R&M management platform built for the restaurant industry in 2018\. Our tech-enabled solution includes on-demand repair management and preventative maintenance. With 86 Repairs, restaurants can access data-driven insights and 24/7 support to control their facilities, reduce their R&M costs, and spend less of their team's time on equipment repairs. **Our Community** 86ers are thoughtful, ambitious, and creative folks working together across multiple states. We have industry veterans and non-industry folks alike. We believe the strength of our team can’t be contained by the four walls of an office, so we’re fully remote. We gather regularly for team events that include delicious meals at our customers’ restaurants. We're looking for sharp people who want to contribute new perspectives to our community and help us grow. We value folks who are comfortable with rapid change and are excited to build a company together. We don’t have it all figured out, so we need team members who thrive on new challenges. **Our Commitment** The only way to build a great company is by hiring talented people with diverse backgrounds and rich life experiences. Those experiences contribute to our culture and help us find creative solutions to the tough problems we're solving. Because of this, 86 Repairs is committed to inclusion across race, gender, age, religion, identity, disability, and background in everything we do. Historically, women and people of color are hesitant to apply for a role unless they meet every qualification listed in the job description. If you are uncertain if you're a fit, please apply. We'd rather have one more resume to review than miss the chance to meet amazing talent. **Responsibilities** - Promptly respond to customer requests by phone, text message, email, chat, slack, and portal. - Communicate with customers and vendors to identify the root cause of an issue. - Troubleshooting equipment repairs with customers in real time. - Solve complex problems, both technical and non-technical in nature. - Coordinate service visits and repairs to ensure optimal customer uptime. - Utilize data insights and service history to provide consultative feedback to customers. - Resolve time sensitive tasks in an expeditious manner. - Follow processes and procedures in order to ensure complete, accurate, and timely records in all relevant systems and profiles. - Take pride in delivering high quality service and written documentation. - Grow relationships with our customers and vendors. - Ensure customer and vendor satisfaction and provide world-class support. - Champion the voice of the customer in collaboration with other 86 teams. - Manage a seamless customer experience from end-to-end, ensuring our service request execution delights every customer. **Qualifications** - 3+ years of experience in customer facing roles (e.g. restaurant, hospitality, and/or service vendor). - At least 1-year of restaurant experience (can be FOH or BOH). - Practical experience with helpdesk software and cloud-based telephony systems like Twilio. - Strong organizational skills with the ability to juggle competing priorities. - Strong analytical and problem solving skills. - Superb written and verbal customer handling skills. - High attention to detail. - Deadline driven. - Ability to work successfully within a fast-paced, time sensitive environment. - Strong technical skills (Google Suite, Excel). - Personal accountability and the ability to self-manage. - Outside-the-box thinker. - Flexibility to work scheduled shifts during afternoons, evenings, weekends, and some holidays (candidates without this flexibility will not be considered). - Spanish language proficiency is a plus. **We do not require** - A college degree or high GPA. - Tools: We’ll provide you with your computer, monitor, and everything you need. - Startup or tech experience (an aptitude for fast-paced computer-based work is enough). - Commutes: We’re remote-first; travel is dependent on your role. **Compensation & Benefits** - 100% remote role: Work where you live! (Occasional opportunities for in-person events are optional. Travel may be required for certain roles.) - Company-provided equipment (computer, monitor, tools). - Competitive base salary in line with the Chicago market. The starting base salary for this role is $55,000\. Benefits package (separate from base salary) totals \~$10K, including up to $800 monthly for health, dental, vision, disability, and life insurance plans. - Flex spending account for family and child care. - Employee assistance programs. - 401(k) plan with up to 3% matching. - Unlimited PTO with generous paid parental and sick leave policy. - Regular fun team-building events both virtually and IRL. - Plus our “Check Please” dining benefit, where the company pays for you to eat at our customers’ restaurants! ***\* If you require reasonable accommodations to participate in our interview process please let us know.*** ### Customer Experience Lead URL: https://supporthuman.cx/jobs/customer-experience-lead-2/ Last updated: 2026-08-08T00:05:43.000Z Location: New York City · Miami ## [Ramp](https://ramp.com/careers?ref=supporthuman.cx) | $89,300 – $105,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Not much to say about this one except that I'm irritated this leadership role is salaried and more adequately compensated while the frontline roles are not. That's some bullshit, Ramp. Also, this is a giant red flag whipping around in the wind: > Ability to fearlessly navigate giving and receiving feedback to managers and peers [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=jobs.supporthuman.cx) --- ### Original Job Description: [Customer Experience Lead](https://jobs.ashbyhq.com/ramp/2e47b59f-f68f-4266-80ff-eb92c8116f1a?ref=supporthuman.cx) **About Ramp** Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 25,000 businesses on Ramp to save an average 5% and close their books 8x faster. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year. Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, LinkedIn’s #1 Top Startup in the U.S., a CNBC Disruptor, and a TIME100 Most Influential Company. **About the Role** Ramp is seeking a dedicated Customer Experience Lead to support our customers and team as we scale. This role is perfect for someone with a strong customer focus, a passion for helping people, and a drive to learn and improve our product. You will play a crucial role in developing your team to perform at their best. In this role, you will manage a team of agents, enhancing their performance through regular coaching, and feedback while building a positive team culture. You will contribute to workforce management processes to ensure optimal coverage and meet SLA targets. Leveraging data and tools, you will provide valuable insights to our product teams, helping to refine processes and improve the customer experience. Your efforts will ensure that customer feedback and needs are integral to our ongoing operations and product development. **What You’ll Do** - Foster a positive team culture by inspiring and motivating agent teams through regular meetings, feedback, recognition programs, and team-building activities - Monitor team performance metrics, provide coaching, and implement process improvements to optimize efficiency and effectiveness - Manage workforce strategies to ensure multi-channel coverage, equitable distribution, and achievement of SLA goals - Identify opportunities to automate, optimize, and refine processes, managing changes to help scale Customer Experience operations as Ramp grows - Manage a robust Quality Assurance program, ensuring excellence in customer service through meticulous case grading, insightful QA sessions, performance trend analysis, and targeted documentation to bridge knowledge gaps - Collaborate with product operations to reduce customer friction and create smoother operational workflows, enhancing overall usability and efficiency **What You Need** - Minimum 3 years of experience in a technical support role - Minimum 2 year of experience in a leadership role - Desire for ownership and growth in role over time - Excellent verbal and written communication skills - Ability to juggle multiple tasks through effective time management and prioritization - Ability to fearlessly navigate giving and receiving feedback to managers and peers **Nice-to-Haves** - Experience in a FinTech startup environment **Benefits (for U.S.-based full-time employees)** - 100% medical, dental & vision insurance coverage for you - Partially covered for your dependents - One Medical annual membership - 401k (including employer match on contributions made while employed by Ramp) - Flexible PTO - Fertility HRA (up to $5,000 per year) - WFH stipend to support your home office needs - Wellness stipend - Parental Leave - Relocation support for NY - Pet insurance **Other notices** Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. ### Customer Experience Agent URL: https://supporthuman.cx/jobs/customer-experience-agent-2/ Last updated: 2026-08-08T00:05:44.000Z Location: New York City ## [Ramp](https://ramp.com/careers?ref=supporthuman.cx) | $46.8K – $55K 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** I don't know about Miami, but $46.8K – $55K is shitty pay for a non-entry-level fintech support role in New York, even if it's remote. > Ability to work on the weekends > Ability to work evenings and weekends as needed It's fitting they repeat this – mirrors the shitty work conditions for shitty pay! > Benefits (for U.S.-based full-time employees) I would confirm early in the interview process whether these benefits actually apply to this role, as the JD it states quite clearly that this is an hourly position. As tempted as I am to put this in BINGO, it didn't quite make it there. So into Tread Carefully, I guess. [Newsletter Issue](https://www.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Agent](https://jobs.ashbyhq.com/ramp/d64609dd-c391-45a2-bfdb-c1bb34e8f93c?ref=supporthuman.cx) **About Ramp** Ramp is the ultimate platform for modern finance teams. Combining corporate cards with expense management, bill payments, vendor management, accounting automation and more, Ramp's all-in-one solution is designed to save businesses time and money, and free finance teams to do the best work of their lives. Our mission is to help build healthier businesses, and it’s working: over 25,000 businesses on Ramp to save an average 5% and close their books 8x faster. Founded in 2019, Ramp powers the fastest-growing corporate card and bill payment platform in America, and enables tens of billions of dollars in purchases each year. Ramp's investors include Founders Fund, Stripe, Citi, Goldman Sachs, Coatue Management, D1 Capital Partners, Redpoint Ventures, General Catalyst, and Thrive Capital, as well as over 100 angel investors who were founders or executives of leading companies. The Ramp team comprises talented leaders from leading financial services and fintech companies—Stripe, Affirm, Goldman Sachs, American Express, Mastercard, Visa, Capital One—as well as technology companies such as Meta, Uber, Netflix, Twitter, Dropbox, and Instacart. In 2023, Ramp was named Fast Company’s #1 Most Innovative Company in North America, LinkedIn’s #1 Top Startup in the U.S., a CNBC Disruptor, and a TIME100 Most Influential Company. **About the Role** Ramp is looking to hire phone customer support operators to help support our customers as we scale. We’re looking for agents with an incredible customer focus and passion for helping people, who are hungry to learn all about our product, and who are able to communicate effectively with both customers and our internal teams. As a member of our stellar customer experience team, you will work closely with some of the fastest growing companies in the world as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product. You’ll be the first line of defense for our customers and the voice of the customer to the rest of the team! **What You’ll Do** - Work directly with some of the fastest growing companies in the US - Help Ramp scale effectively by handling support requests over phone, email and chat - Help us maintain a industry leading satisfaction rate with our customers - Own a critical piece of the feedback loop for improving our product, providing insight for the whole team - Learn the Ramp Platform inside and out to maximize effectiveness with our customers - Utilize critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve - Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers - Have the ability to grow, develop and learn in a fast-paced, start-up environment **What You Need** - Ability to work on the weekends - Ability to provide support to customers over phone predominantly; and occasionally email, and live chat - Excellent verbal and written communication skills - Experience collaborating closely with teams outside of support - Strong background in customer support via email and phone - Investigative and critical thinking skills - Desire for ownership and growth in role over time - Ability to work evenings and weekends as needed **Nice to Haves** - Experience working with Zendesk tooling **Benefits (for U.S.-based full-time employees)** - 100% medical, dental & vision insurance coverage for you - Partially covered for your dependents - One Medical annual membership - 401k (including employer match on contributions made while employed by Ramp) - Flexible PTO - Fertility HRA (up to $5,000 per year) - WFH stipend to support your home office needs - Wellness stipend - Parental Leave - Relocation support for NY - Pet insurance ## Other notices Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. ### Director of Support URL: https://supporthuman.cx/jobs/director-of-support-3/ Last updated: 2026-08-07T22:10:16.000Z ## [Level](https://level.co/about-us/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Every day is a blank slate at Level HQ. An opportunity to approach problems directly and honestly. To find simple, pure solutions that make each day easier. We always start at the beginning. We ask questions. We hold ideas in our hands, examining them from every angle. Only then do we start to design. And at every step in the process, we work together. Because our team is what makes our products elegant and practical—and what makes us Level. Don't make me pull out "unsure if you're joining a cult or a company," Level. I'll do it. Don't think I won't! Also, that is the whole of the Careers page. Seriously. That's it. > Together, our platform and services provide premium experiences for all those who live, work, and own multifamily communities. That sentence is not grammatically correct, and it's driving me NUTS. > At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. Okay, but...what you make is actually really fucking important, especially if it's a "smart" device in people's homes??? > This leader will create a high performing Support team that provides fast response and resolution times, as well as excellent customer satisfaction scores. Not provide fast responses and resolutions or excellent customer service, but fast TIMES and SCORES. Goddamn. > This is a new position and represents an exciting opportunity to build robust processes, systems, and standards that will help enable Level’s business growth and scale over the coming years. Holy shit, y'all, seriously. Nothing about serving actual people! It's all about Level and its business growth. Honestly, this is gross. I feel dirty. > Design, improve, and manage Support workflows and playbooks, ensuring that cases are managed in a timely and effective manner from start to resolution. Wouldn't want to inconvenience anyone at Level or take a single penny away from its bottom line! > Leveraging knowledge from customer experiences, take initiative to influence the product roadmap to prevent issues from occurring and improve the overall customer experience. Oh wow, it's a single poultry nod to the customer experience. So touchy-feely, I'm gonna get emotional! I got to the disclaimer and I thought, "that's a weird thing to call your EEO statement," but y'all. It's okay, it's not an EEO statement. > This role expectations document is not an exhaustive list of activities, duties or responsibilities that are required of you and you may be required to perform additional activities, duties or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Level is “at will,” meaning that either you or the company may terminate your employment at any time and for any reason, with or without cause. You must be able to perform the essential duties and responsibilities of the role satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential duties and responsibilities of their job, absent undue hardship. Because nothing says Level's "company values of Quality, Growth, Team, and Care" like reminding potential candidates that you can fire them at any time at your slightest whim. Okay! So I could say more about this, like how the Bad Job Bingo Shitposting Board of Directors pointed out that that statement isn't in the Engineer role that's also open or how there's only a single woman among a sea of dudes in the office picture on the Careers page but instead I'm going to go take a shower, y'all good for a minute? Cool. Cool cool cool cool cool cool. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director of Support](https://job-boards.greenhouse.io/levelhome/jobs/6072576003?ref=supporthuman.cx) **About Level** [Founded by ex-Apple Product and Engineering leaders](https://www.cnbc.com/2019/10/15/former-apple-employees-create-level-lock-smart-lock-backed-by-walmart.html?ref=supporthuman.cx), Level is redefining the [smart community](https://multifamily.level.co/?%5Fga=2.127066829.1921396636.1701377152-901448814.1678982258&%5Fgl=1%2A1a1i73d%2A%5Fga%2AOTAxNDQ4ODE0LjE2Nzg5ODIyNTg.%2A%5Fga%5FQWLHS0FE7T%2AMTcwMTM3NzE1Mi44My4xLjE3MDEzNzcyODcuMC4wLjA.%2A%5Fga%5FQ8WWZEGV1N%2AMTcwMTM3NzE1Mi43Ni4xLjE3MDEzNzcyODcuNTMuMC4w&ref=supporthuman.cx) with technology that is simple, intuitive, useful, and [invisible](https://www.imore.com/best-homekit-door-locks?ref=supporthuman.cx). Together, our platform and services provide premium experiences for all those who live, work, and own multifamily communities. At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It’s an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem. **Role Summary** Level provides product and customer support to staff and residents of multi-family residential communities. Support is provided to residents via remote troubleshooting for software support, as well as on site visits from our pool of professional technicians for hardware related support. The Director of Support provides strategic and operational leadership of all aspects of the Support department, including Tier 1 - 3 agents and support engineers. This role will provide hands-on leadership in coaching, process and system design, and workflow design in order to provide high quality support to our consumer and business customers. This leader will create a high performing Support team that provides fast response and resolution times, as well as excellent customer satisfaction scores. This position reports into the Vice President of Operations and Customer Success. This is a new position and represents an exciting opportunity to build robust processes, systems, and standards that will help enable Level’s business growth and scale over the coming years. **Responsibilities** - Provide daily leadership of the Support team function, getting hands-on when needed to help resolve troublesome cases, and proactively manage Support outcomes and metrics. - Design, improve, and manage Support workflows and playbooks, ensuring that cases are managed in a timely and effective manner from start to resolution. - Lead the team of managers, Tier 1 - 3 support agents, and support engineers, coaching them to improve their skills and capabilities while developing their careers. - Encourage the build-out of a robust internal knowledge base to improve support outcomes. - Evaluate existing systems and processes to produce a roadmap for improvement and development of modern, automated, and self-serve support capabilities and standards. - Create and manage cross-group standards for managing production incidents, involving strong collaboration with Engineering and DevOps, and providing high quality communications to Operations, Customer Success, Sales and our customers. - Leveraging knowledge from customer experiences, take initiative to influence the product roadmap to prevent issues from occurring and improve the overall customer experience. - Manage the support budget and resources, optimizing costs while providing high service quality. **Qualifications and Success Characteristics** - 8-10 years of experience in a Support or related function for software platforms or technical product suites, including 5+ years of people management. Experience w/ B2B2C or B2C models is a plus. - Strong analytical problem solving skills, and demonstrated ability to collaborate well with engineering teams. - Leadership skills, including a demonstrated ability to create and execute against a strategic vision and develop a high performing team of Support professionals. - Comfortable working in a startup environment, have the ability to deal with ambiguity and create structure from the ground up. - Experience with on-site support scenarios and support of IoT devices and software platforms is a plus. - Experience managing support engineers, and an ability to decipher and troubleshoot technical issues. - Experience with outsourced support vendors, preferably with an international footprint providing Support to US based customers. - Strong desire to lead a high impact role, do the work to build a high performing Support team and contribute to our company values of Quality, Growth, Team, and Care. - Team player with a collaborative mindset and the ability to work effectively with cross-functional teams. - Can travel for business purposes up to 15% of the year. **Disclaimer** This role expectations document is not an exhaustive list of activities, duties or responsibilities that are required of you and you may be required to perform additional activities, duties or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Level is “at will,” meaning that either you or the company may terminate your employment at any time and for any reason, with or without cause. You must be able to perform the essential duties and responsibilities of the role satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential duties and responsibilities of their job, absent undue hardship. ### Vice President, Customer Support URL: https://supporthuman.cx/jobs/vice-president-customer-support-2/ Last updated: 2026-08-07T22:10:17.000Z ## [Apollo.io](https://www.apollo.io/company/careers?ref=supporthuman.cx) | Competitive comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Okay, [my last run-in with Apollo.io](https://supporthuman.cx/support-operations-manager-2/) was, uh, rough, so let's see if they've improved since then! Their recruiting video is just a minute and change of people talking about how the company is growing and the product is growing and people should join to help grow the company and the product. Nothing about culture, professional growth, benefits, you know, silly things about why people should actually \*want\* to work for the company. The rest of the Careers page is fine. > This role will drive the transformation of our support organization into a world-class team That's a helluva dig at the existing team. Phew! > implementing cutting-edge technologies to enhance efficiency and personalization. Hello AI! > Integrate customer service technologies, including AI and automation, to enhance efficiency and personalization. LOL. > Implement crisis management protocols for handling escalations and challenging situations. > Ensure swift resolution of escalations with professionalism and transparency. > Identify and address systemic issues to prevent future escalations. Soooo, things are pretty rough for the Support team over at Apollo right now. This could be due to poor product-customer fit, poor internal collaboration, honest growing pains, or all of the above. > Experience in crisis management and handling escalations effectively. *Really* rough. > Besides the great compensation package Ladies, Gentlemen, Undecided, and Robots, it's the [Incredible... Shrinking... Compensation Package](https://www.youtube.com/watch?v=e5RsQ6qsaZU&ref=supporthuman.cx)! So great that you can't see it! Incredible because it's beyond imagining! Embark with Apollo.io on a fascinating adventure into the unknown! > and culture that thrives in openness and excellence So open that you have no idea what you'll be paid! > We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. Wow, you'll have...access to your own co-workers? What a dream! Well, that is...certainly another job description from Apollo.io. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Vice President, Customer Support](https://job-boards.greenhouse.io/apolloio/jobs/5264734004?ref=supporthuman.cx) [Apollo.io](http://apollo.io/?ref=supporthuman.cx) is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. [Apollo.io](http://apollo.io/?ref=supporthuman.cx) provides sales and marketing teams with easy access to verified contact data for over 270 million B2B contacts, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, [Apollo.io](http://apollo.io/?ref=supporthuman.cx) turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members. [Apollo.io](http://apollo.io/?ref=supporthuman.cx) is growing rapidly, with 900% revenue growth since 2021, and is looking for world-class talent to keep building with us. **Role Overview** The VP of Support at Apollo.io will be a strategic leader responsible for developing and executing a comprehensive customer service strategy that aligns with the company’s goals of delivering exceptional customer experiences. This role will drive the transformation of our support organization into a world-class team by setting clear performance goals, fostering a customer-centric culture, and ensuring cross-functional collaboration with Product, Engineering, and Go-to-Market teams. The ideal candidate will be an experienced leader with a proven track record in scaling global support teams and implementing cutting-edge technologies to enhance efficiency and personalization. **Key Responsibilities** **Leadership and Strategy** - Develop and execute a customer service strategy aligned with Apollo.io’s goals, enhancing response times, resolution rates, and customer satisfaction. - Set and manage performance goals and KPIs, ensuring alignment with the company’s vision and values. - Provide strategic direction, fostering a customer-obsessed culture focused on delivering exceptional experiences. **Team Management** - Lead, coach, and manage a global support team, with oversight of four direct reports. - Drive continuous improvement through coaching, feedback, and performance evaluations. - Foster collaboration and communication across global teams, including locations in Latin America and the Philippines. - Develop succession plans and talent initiatives to ensure a skilled, motivated, and scalable team. **Customer Experience Enhancement** - Identify and implement improvements based on customer feedback, survey data, and best practices. - Collaborate with cross-functional teams to address customer pain points and drive improvements. - Integrate customer service technologies, including AI and automation, to enhance efficiency and personalization. - Stay ahead of trends and technologies to continuously adapt strategies. **Performance Monitoring and Analysis** - Analyze and optimize key support metrics, including cost per ticket, response times, and customer satisfaction. - Leverage data-driven insights to drive team performance and customer satisfaction. - Report to executive leadership on achievements, challenges, and action plans. **Relationship Management** - Cultivate relationships with key customers and stakeholders, addressing concerns and ensuring alignment. - Collaborate with Sales and Account Management to deliver a seamless customer experience. - Advocate for customers within the organization, influencing decisions to enhance satisfaction. **Crisis and Escalation Management** - Implement crisis management protocols for handling escalations and challenging situations. - Ensure swift resolution of escalations with professionalism and transparency. - Identify and address systemic issues to prevent future escalations. **Qualifications** - Senior leadership experience in customer service, particularly within SaaS and global support teams. - Expertise in customer service strategies, best practices, and technologies, including chat and AI tools. - Proven ability to lead and inspire a diverse, global team. - Strong communication skills and the ability to collaborate with stakeholders at all levels. - Data-driven with a focus on operational excellence and continuous improvement. - Strategic thinker with a customer-first mindset and a passion for delivering exceptional experiences. - Experience in crisis management and handling escalations effectively. - Proficiency in customer service software, CRM systems, and relevant tools. **What You’ll Love About Apollo** Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort into developing our remote employees’ careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale. You’ll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You’ll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you’ll have a whole team remotely by your side to help you do it! ### Registered Customer Experience Representative URL: https://supporthuman.cx/jobs/registered-customer-experience-representative/ Last updated: 2026-08-07T22:10:19.000Z ## [Robinhood](https://careers.robinhood.com/?ref=supporthuman.cx) | $49,504-$60,320 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Market competitive and pay equity-focused compensation structure This one is somewhat better for having lower requirements, but still. Boo. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Registered Customer Experience Representative](https://boards.greenhouse.io/robinhood/jobs/6176680?gh%5Fsrc=NaN&gh%5Fjid=6176680&ref=supporthuman.cx) **Join a leading fintech company that’s democratizing finance for all.** Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in. **With growth as the top priority...** The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply. **About the role:** As a member of this team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. You will be empowered to help our customers with a range of needs from simplistic to complex by phone, email and chat. This work will range in various topics including equities trading, margin, and options trading-related issues. Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers' experience using our products as seamless as possible. We offer a variety of schedules designed to meet our customers and employee needs. **Available Shifts** - Sunday - Thursday 3pm-12am ET - Tuesday - Saturday 3pm-12am ET **The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.** **What you’ll do:** - Delivering an outstanding customer experience for customers through phone, email, and chat channels - Driving continuous improvement to delight customers by acting as the voice of the customer by identifying and communicating better ways to serve our customers - Growing your financial services expertise as you develop deep subject mastery of complex financial concepts like equities trading, margin, and options trading **What you bring:** - Active FINRA Series 7 and 63 Licenses with an ability to quickly put your brokerage knowledge into action - Excellent customer service, written and verbal communication skills with a passion to support customers - Effectiveness and willingness to adapt to CX experience delivery through phone and written channels - Ability to quickly defuse customer anxiety through exceptional customer service skills - Self-starter and ambitious learner who is comfortable with ambiguity and fast paced environment - Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment - Schedule flexibility as we evolve to meet the growing demands of our customers (initial and/or future shift assignment may include evenings and weekend hours) **What we offer** - Market competitive and pay equity-focused compensation structure - 100% paid health insurance for employees with 90% coverage for dependents - Annual lifestyle wallet for personal wellness, learning and development, and more! - Lifetime maximum benefit for family forming and fertility benefits - Dedicated mental health support for employees and eligible dependents - Generous time away including company holidays, paid time off, sick time, parental leave, and more! - Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan. Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$24.70—$29 USDZone 2 (Denver, CO; Westlake, TX; Chicago, IL)$24.70—$29 USDZone 3 (Lake Mary, FL)$23.80—$28 USD Click [here](https://careers.robinhood.com/benefits?ref=supporthuman.cx) to learn more about available Benefits, which vary by region and Robinhood entity. We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes. Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific [Robinhood Privacy Policy](https://careers.robinhood.com/applicantprivacypolicy?ref=supporthuman.cx) applicable to the country where you are applying. ### In which we quickly go off the rails URL: https://supporthuman.cx/p/in-which-we-quickly-go-off-the-rails/ Last updated: 2026-10-02T17:59:37.000Z In which we quickly go off the rails, tumble ass over head down a ravine, and land squarely in a sewage pit. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Product Manager, Support Experience](https://www.jobs.supporthuman.cx/product-manager-support-experience/?ref=supporthuman.cx) Stripe · $179k-$269k · Remote, US > We have to be able to build things quickly to support the fastest growing startups and platforms in the world, while also being reliable, trustworthy, and sometimes profoundly boring. Man, I can't tell you how refreshing it is to read something like this. Yes! Our tech should be reliable and boring! It's not good to move fast and break things! Stripe's Careers page might be the most grounded I've ever read. I appreciate that. > You came to this page for a reason. Now we hope you’ll take the next step and come talk to us about whether one of our open roles is a good fit. We’re hiring talented people like you all the time. We hope you’re next. I love welcoming statements like this that celebrate what candidates have to offer. It's just a nice change over that "Do you think you have what it takes to be a BeeBooJollyWobblyWoofer? Dance, minion!" nonsense. This role sounds fascinating and the pay is fantastic. I see no flags, so we've got our first (and only?) Green Means Go of the week. Also, I'm not sure if they're trying to draw candidates from different places for this one role or if they're hiring more than one Product Manager, Support Experience, but there are several other openings with this title available. There are also several [**other open Support positions of various types and levels**](https://stripe.com/jobs/search?query=support&ref=supporthuman.cx), both in the U.S. and internationally. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Senior Manager, Help Center](https://www.jobs.supporthuman.cx/senior-manager-help-center/?ref=supporthuman.cx) Calendly · $151k-$245k · Remote, US Seems like an awesome role with equally awesome pay. #### [CX Systems Administrator III](https://www.jobs.supporthuman.cx/cx-systems-administrator-iii/?ref=supporthuman.cx) Calendly · $91k-$147k · Remote, US Calendly's Career pages (yes, pages!) are some of the most informative I've seen. Very well done. Seems like an interesting role that doesn't come up often. We have the usual suspects ("fast-paced, dynamic environment," hello darkness, my old friend), but otherwise, nothing especially worrisome. Just make sure you pay attention to the states Calendly *isn't* registered in, as residing in those states makes you ineligible for employment. #### [Customer Service Specialist: Evenings & Weekends](https://www.jobs.supporthuman.cx/customer-service-specialist-evenings-weekends/?ref=supporthuman.cx) 86 Repairs · $55k · Remote, US Good Careers page, lots of honesty and personality. And I know I usually make fun of offering company-related perks as benefits, but this is cool: *"Check Please" - quarterly stipend to spend at our customers' restaurants* > We're looking for sharp people who want to contribute new perspectives to our community and help us grow. We value folks who are comfortable with rapid change and are excited to build a company together. We don’t have it all figured out, so we need team members who thrive on new challenges. I think the "sharp people" bit is silly (as I always do), but otherwise, I appreciate they're honest and upfront about the nature of the company environment. It shows they care about being a good fit for potential candidates. I know I've given jobs offering around $50k a hard time this week (you'll see in a minute), but for this role, a salary of $55k (combined with the excellent benefits) seems great. The difference is that this role is pretty entry-level and offers an avenue for folks in hospitality-based customer service roles to transition into a remote tech support role, gaining valuable startup experience in the meantime. I would hope 86 Repairs recognizes the value of loyal employees and promotes from within, but if not, this is a good way to get your foot in the door at a startup, get a few years of CX experience, and then move on to a better role. Thank goodness for at least one solid Eh, It's Probably Fine. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Director, Customer Experience](https://www.jobs.supporthuman.cx/director-customer-experience/?ref=supporthuman.cx) MeUndies · $124k-$200k · Onsite, CA-Los Angeles Y'all, the noise I made when I saw "CX Director, MeUndies" in the #jobs channel in ElevateCX. WOOOOOOOOOO. Okay, for real. I can do this. I am a serious professional. > The Director of Customer Experience will lead the charge in shaping and implementing our customer experience strategy, ensuring every interaction our customers have with our brand is delightful, seamless, and unforgettable. SEAMLESS. > working closely with departments Some might say cheek to cheek. > Highly motivated dreamer & doer Candidate should eat lots of fiber. > adept at both strategic high-level thinking as well as execution Only the highest levels of execution in MeUndies. > The base salary range for this full-time position is $124,000-$168,000 They sure are paying bottom dollar! ***Special mention -*** Miles G: I guess a candidate would be bummed to lose. [**Mat Patterson**](https://www.linkedin.com/in/mathewpatterson/?ref=supporthuman.cx): Still a better role than being Director of Retention for Me Undies, where failure really is very public. OKAY, FOR REAL, I'M DONE. In all seriousness, MeUndies says, "This is a hybrid position of 4 days/week in our Los Angeles office," which, I mean, come on. That's on-site with one day telework authorized. Be at least a *little* more serious than me. This is not me being snarky (intentionally, anyway), but they say this position will be reporting to the VP of CX, and a lot (if not all) of the duties of this position sound like something a VP would do, so I'm genuinely curious about what the VP of CX does at MeUndies. > A Master's degree is a plus. I often wonder why companies want a candidate with a master's degree if they're not specific about the kind of master's degree they want to see. What does a master's degree bring to the table that a candidate with 10-15 years of highly specialized experience doesn't? That bottom-dollar pun was terrible but apt. That range for an on-site role [**in Los Angeles is bad enough**](https://www.foxla.com/news/california-minimum-salary-money-live-comfortably?ref=supporthuman.cx), but for a Director of CX (possibly doing the work of a VP)? Unimpressed Steph is unimpressed. All of that, combined with the fact that there's no Careers page to speak of, means this belongs in Tread Carefully. #### [Director, Healthcare Support & Operations](https://www.jobs.supporthuman.cx/director-healthcare-support-operations/?ref=supporthuman.cx) Ōura · "Competitive," not given · Remote, US-San Francisco Their Careers page is...okay. Very salesy, and accidentally funny – apparently you'll only get "collaborative, smart teammates" at the Helsinki and Oulu offices, not in San Francisco. Just obstructive blockheads over there, I guess. Maybe it's just me, but it feels like they're asking this Director position to do a lot. It almost reads as if they asked ChatGPT for a Director of Support & Ops job description and then didn't whittle it down at all to fit this specific role. This position will be leading the Support team, managing customer onboarding, designing and delivering training, managing success and renewals, plus offering frontline technical support? It just seems like a hodge podge of duties that sounds good on paper if you don't have any idea what it all actually entails or what it would mean to actually do. > Expertise in go-to-market (GTM) operations encompassing the strategic and tactical processes involved in launching and delivering a product or service to the market effectively, and especially sales strategy and enablement. Why? Why would we expect a Director of Support & Ops to have very specific strategic sales experience? > In-depth technical knowledge and problem-solving skills to address complex issues effectively. Deep technical knowledge of what? What kind of problem-solving? WHO WROTE THIS. > While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. So you're saying that most candidates will be unsuccessful candidates despite the company extending offers to them? Again I ask: WHO WROTE THIS. I mean, technically this hit BINGO, but most of the flags are yellow, and honestly, I find this JD more baffling than I do upsetting, so I'm putting it in Tread Carefully. #### [Director, Support](https://www.jobs.supporthuman.cx/director-support/?ref=supporthuman.cx) Instinct Science · $80k-$130k · Remote, US It seems like a pretty straightforward Director role, but this is one of those times where playing Bad Job Bingo is more an art than a science because I'm getting a weird vibe from this job description. There's just not a lot of information available about company culture, and while the high end of the salary range is reasonable enough, I think the low end is way too low, and again, they damage that salary transparency by asking for the desired salary on the application. I'm putting this in Tread Carefully just to be safe. #### [Customer Experience Manager, Platinum Desk](https://www.jobs.supporthuman.cx/customer-experience-manager-platinum-desk/?ref=supporthuman.cx) Robinhood · $102k-$155k · Onsite, US-Denver, CO; Chicago, IL; Lake Mary, Florida; Westlake, TX > “The talent that we hire today will build the products of tomorrow and will further drive us to fulfill our mission.” Vlad Tenev, Co-Founder and CEO I love how they quote this like it's some visionary thing when really it's just a basic statement of fact. > At Robinhood, our culture thrives on in-person collaboration and a strong commitment to community. Most roles are office-based, with team members coming together at least three days a week to foster creativity and innovation. This is not my jam, but I appreciate that they're upfront about being an office-based culture and aren't claiming that they're really hybrid to catch unsuspecting candidates. Goofy "thought leadership" aside, Robinhood has an informative, thoughtful Careers page. > Lead 12-15 licensed Platinum Desk team members to produce outstanding results and improve their own skills This is [**too many people**](https://managementforstartups.com/articles/whats-the-ideal-number-of-direct-reports/?ref=supporthuman.cx) for one person to lead effectively. > Leverage good business acumen and judgment to assist in negotiations and earning business Nope! This is an inappropriate job requirement for a middle-manager role. I'm on the fence about whether I think $102k-$155k is appropriate compensation for a role that's required to obtain and maintain more than one financial license, but the health coverage offered (100% for employees, 90% for families) is very good. Overall, there are positive culture signals for the company, but I'm concerned that this position will be stretched too thin to provide the leadership and mentorship Robinhood wants to see, and there's some scope creep I'd ask about as an interviewee. #### [Manager, Customer Service](https://www.jobs.supporthuman.cx/manager-customer-service/?ref=supporthuman.cx) 86 Repairs · "Competitive," not given · Remote, US > At the heart of our company lies our Customer Service team, the driving force behind an exceptional customer experience. We are a rapidly scaling tech startup, and our team members are the power users of BOH, our cutting-edge software solution tailored to meet the evolving needs of our restaurant clients. It's sad that a company speaking highly of its customer service team is notable, but since it is, I always like to highlight it when I see it. > This role requires precision, the ability to manage complex relationships, and a calm demeanor under pressure. It's not easy, but it’s rewarding—because solving problems for our customers is what we’re all about. This is a good way to phrase this while being honest about the working conditions. I'm surprised that they provide a salary range for their frontline role but not for this manager role; it's usually the other way around. The way the bullet is phrased makes me wonder if it's a genuine, accidental oversight, but regardless – the lack of salary transparency means this has to go into Tread Carefully. #### [Customer Experience Team Lead](https://www.jobs.supporthuman.cx/customer-experience-team-lead-2/?ref=supporthuman.cx) Whatnot · $90k-$100k · Onsite, US-Phoenix, AZ > Work hard, have fun & do what you love to do. So that's two red flags and we haven't even gotten past the header on the Careers page. I'm sure it'll be fine. Another "Why work here?" section that's just "we're growing really fast!!!" > we’re hiring forward-thinking problem solvers across all functional areas. The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem-solving. So you're saying there are a lot of problems? > As a leader of this team, you will be responsible for ensuring that our team of agents dig into every ticket to the lowest level of detail I do know what they mean here, but this is just funny. > You’ll take those insights and make Whatnot 1% better every day by partnering with driving cross-functional teams to fix gaps in our product or experience that negatively impact our customers. Lowest level of detail, indeed. > You are a leader with a strong desire and natural ability to motivate a team This is not how professional leadership works. It's never a good idea to lean on charisma to manage teams rather than skill gained through training and experience. Also, if you've taken a shot every time they mention performance by this point, you are now sloppy drunk. Drink some water. The salary is decent for a Lead role, but this isn't really that. Given the responsibilities, this really should be a Director, making the salary middling at best. However: now that I've gotten all my snark out of the way (oh, who am I kidding, *some* of my snark out of the way), let's talk about the benefits (other than health/dental/401k), which are freaking amazing: > $150 monthly allowance for cell phone and internet > Care benefits: $450 monthly allowance on food, $500 monthly allowance for wellness, $5,000 annual allowance towards Childcare That food allowance! The childcare allowance is probably an FSA based on the amount, but still, it's nothing to scoff at. In this economy, these benefits might make up for the middling salary, ngl. However part deux: while this feels like it could be a young company still trying to figure out its culture and hiring practices, there are still some red flags that are hard to ignore, including asking for salary expectations in the application and an indication that it's been open for a long while, so I think it still belongs in Tread Carefully. #### [Customer Experience Lead](https://www.jobs.supporthuman.cx/customer-experience-lead-2/?ref=supporthuman.cx) Ramp · No comp given · Remote, US-Miami, FL; NYC, NY Not much to say about this one except that I'm irritated this leadership role is salaried and more adequately compensated while the frontline roles are not. That's some bullshit, Ramp. Also, this is a giant red flag whipping around in the wind: *Ability to fearlessly navigate giving and receiving feedback to managers and peers* #### [Customer Experience Agent](https://www.jobs.supporthuman.cx/customer-experience-agent-2/?ref=supporthuman.cx) Ramp · $47k-$55k · Remote, US-Miami, FL; NYC, NY I don't know about Miami, but $46.8K – $55K is shitty pay for a non-entry-level fintech support role in New York, even if it's remote. > Ability to work on the weekends; Ability to work evenings and weekends as needed It's fitting they repeat this – mirrors the shitty work conditions for shitty pay! > Benefits (for U.S.-based full-time employees) I would confirm early in the interview process whether these benefits actually apply to this role, as the JD it states quite clearly that this is an hourly position. As tempted as I am to put this in BINGO, it didn't quite make it there. So into Tread Carefully, I guess. ## **BINGO** *Welp.* #### [Manager of Elite Customer Experience](https://www.jobs.supporthuman.cx/manager-of-elite-customer-experience/?ref=supporthuman.cx) Flex · "Competitive," not given · Remote, Worldwide No Careers page, just a list of openings. > You will have the opportunity to showcase your intelligence, compassion, and empathy, even in challenging situations. That pig is looking so pretty in its lipstick! > Ability to remain calm and composed while multitasking and managing multiple priorities. Resourcefulness and creativity when operating within constraints. Exhibit kindness and patience when faced with challenging situations. This is the job description equivalent of that "This is Fine" cartoon. > A passion for effective communication. This made me laugh because I actually *am* passionate about effective communication, but come on. I am frankly shocked that there hasn't been a reference to their "fast-paced, dynamic environment." > Join our team and be part of a dynamic environment where you can make a difference in providing exceptional customer support and contribute to the growth of our organization. — Nevermind. The fact that the very vague and only mention of "excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc)" comes at the end of a five-bullet point "What We Bring" section is very telling about their culture. So, this is not a manager role; this is a front-line role. My guess is that it would be the founding member of the Support team, and they could easily turn it into a more senior position if they gave this role more control over the company's support strategy and processes. The 8 years of experience requirement tells me that they're at least aware that this role needs to be more senior, so if they're wise, they'll hire a long-time CX pro and then let that pro advise them. But, well. I won't hold my breath. #### [Customer Experience Representative, Advanced Services](https://www.jobs.supporthuman.cx/customer-experience-representative-advanced-services/?ref=supporthuman.cx) Robinhood · $57k-$69k · Onsite, US-Denver, CO; Chicago, IL; Lake Mary, Florida; Westlake, TX > Creatively discover ways to improve productivity for the Customer Experience team How about you creatively increase their pay and we'll see how it goes? > Display deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading How about y'all display a deep subject mastery of human concepts like "not exploiting employees for maximum profit." > Master Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions How about you master adequate compensation and then we'll talk. > Brings positivity to our ever changing business with an appetite to consume change as we enhance our business\* HOW ABOUT YOU BRING POSITIVITY TO EMPLOYEES' BANK ACCOUNTS SO THEY CAN CONSUME CHANGE AS THEY ENHANCE THEIR LIVES I take back everything I said about positive culture signals at Robinhood. $56k-$68k for a bachelor's degree, multiple financial licenses, and deep mastery of trading, all for second-shift weekend work and potential mandatory overtime? It's enough to make you ask yourself: What would Robin Hood do in this situation? \*Don't ask me what this means. It's nonsense. #### [Registered Customer Experience Representative](https://www.jobs.supporthuman.cx/registered-customer-experience-representative/?ref=supporthuman.cx) Robinhood · $50-$60k · Onsite, US-Denver, CO; Chicago, IL; Lake Mary, Florida; Westlake, TX This one is somewhat better for having lower requirements, but still. Boo. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Vice President, Customer Support](https://www.jobs.supporthuman.cx/vice-president-customer-support-2/?ref=supporthuman.cx) Apollo.io · "Competitive," not given · Remote, US Okay, [my last run-in with Apollo.io](https://www.jobs.supporthuman.cx/support-operations-manager-2/?ref=supporthuman.cx) was, uh, rough, so let's see if they've improved since then! Their recruiting video is just a minute and change of people talking about how the company is growing and the product is growing and people should join to help grow the company and the product. Nothing about culture, professional growth, benefits, you know, silly things about why people should actually *want* to work for the company. The rest of the Careers page is fine. > This role will drive the transformation of our support organization into a world-class team That's a helluva dig at the existing team. Phew! > implementing cutting-edge technologies to enhance efficiency and personalization. Hello AI! > Integrate customer service technologies, including AI and automation, to enhance efficiency and personalization. LOL. > Implement crisis management protocols for handling escalations and challenging situations. Ensure swift resolution of escalations with professionalism and transparency. Identify and address systemic issues to prevent future escalations. Soooo, things are pretty rough for the Support team over at Apollo right now. This could be due to poor product-customer fit, poor internal collaboration, honest growing pains, or all of the above. > Experience in crisis management and handling escalations effectively. Really rough. > Besides the great compensation package Ladies, gentlemen, undecided, and robots, it's the [**Incredible... Shrinking... Compensation Package**](https://www.youtube.com/watch?v=e5RsQ6qsaZU&ref=supporthuman.cx)! So great that you can't see it! Incredible because it's beyond imagining! Embark with Apollo.io on a fascinating adventure into the unknown! > and culture that thrives in openness and excellence So open that you have no idea what you'll be paid! > We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. Wow, you'll have...access to your own co-workers? What a dream! Well, that is...certainly another job description from Apollo.io. #### [Director of Support](https://www.jobs.supporthuman.cx/director-of-support-3/?ref=supporthuman.cx) Level · No comp given · Remote-It is a mystery > Every day is a blank slate at Level HQ. An opportunity to approach problems directly and honestly. To find simple, pure solutions that make each day easier. We always start at the beginning. We ask questions. We hold ideas in our hands, examining them from every angle. Only then do we start to design. And at every step in the process, we work together. Because our team is what makes our products elegant and practical—and what makes us Level. Don't make me pull out "unsure if you're joining a cult or a company," Level. I'll do it. Don't think I won't! Also, that is the whole of the Careers page. Seriously. That's it. > Together, our platform and services provide premium experiences for all those who live, work, and own multifamily communities. That sentence is not grammatically correct, and it's driving me NUTS. > At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. Okay, but...what you make is actually really fucking important, especially if it's a smart device in people's homes??? > This leader will create a high performing Support team that provides fast response and resolution times, as well as excellent customer satisfaction scores. Not provide fast responses and resolutions or excellent customer service, but fast TIMES and SCORES. Goddamn. > This is a new position and represents an exciting opportunity to build robust processes, systems, and standards that will help enable Level’s business growth and scale over the coming years. Holy shit, y'all, seriously. Nothing about serving actual people! It's all about Level and its business growth. Honestly, this is gross. I feel dirty. > Design, improve, and manage Support workflows and playbooks, ensuring that cases are managed in a timely and effective manner from start to resolution. Wouldn't want to inconvenience anyone at Level or take a single penny away from its bottom line! > Leveraging knowledge from customer experiences, take initiative to influence the product roadmap to prevent issues from occurring and improve the overall customer experience. Oh wow, it's a single poultry nod to the customer experience. So touchy-feely, I'm gonna get emotional! I got to the disclaimer and I thought, "that's a weird thing to call your EEO statement," but y'all. It's okay, it's not an EEO statement. > This role expectations document is not an exhaustive list of activities, duties or responsibilities that are required of you and you may be required to perform additional activities, duties or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Level is “at will,” meaning that either you or the company may terminate your employment at any time and for any reason, with or without cause. You must be able to perform the essential duties and responsibilities of the role satisfactorily and, if requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential duties and responsibilities of their job, absent undue hardship. Because nothing says Level's "company values of Quality, Growth, Team, and Care" like reminding potential candidates that you can fire them at any time at your slightest whim. Okay! So I could say more about this, like how the Bad Job Bingo Shitposting Board of Directors pointed out that that statement isn't in the Engineer role that's also open or how there's only a single woman among a sea of dudes in the office picture on the Careers page but instead I'm going to go take a shower, y'all good for a minute? Cool. Cool cool cool cool cool cool. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1244.jpeg) ### Customer Experience Representative, Advanced Services URL: https://supporthuman.cx/jobs/customer-experience-representative-advanced-services/ Last updated: 2026-08-07T22:10:20.000Z ## [Robinhood](https://careers.robinhood.com/?ref=supporthuman.cx) | $56,576-$68,640 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Creatively discover ways to improve productivity for the Customer Experience team How about you creatively increase their pay and we'll see how it goes? > Display deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading How about y'all display a deep subject mastery of human concepts like "not exploiting employees for maximum profit." > Master Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions How about you master adequate compensation and then we'll talk. > Brings positivity to our ever changing business with an appetite to consume change as we enhance our business\* HOW ABOUT YOU BRING POSITIVITY TO EMPLOYEES' BANK ACCOUNTS SO THEY CAN CONSUME CHANGE AS THEY ENHANCE THEIR LIVES I take back everything I said about positive culture signals at Robinhood. $56k-$68k for a bachelor's degree, multiple financial licenses, and deep mastery of trading, all for second-shift weekend work and potential mandatory overtime? It's enough to make you ask yourself: What would Robin Hood do in this situation? \*Don't ask me what this means. It's nonsense. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Representative, Advanced Services](https://boards.greenhouse.io/robinhood/jobs/5933833?gh%5Fsrc=NaN&gh%5Fjid=5933833&ref=supporthuman.cx) **Join a leading fintech company that’s democratizing finance for all.** Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in. **With growth as the top priority...** The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply. **About the team + role** Robinhood's Customer Experience team is committed to providing an outstanding customer experience. In your role as an Advanced Services Representative, you will be empowered to help our customers with some of their most complex issues. In particular, your work will focus primarily on options trading and margin related issues experienced by our fast-growing customers. Your job is not only to help our customers with the issues they encounter, but empower them to learn and grow as traders. You will also play a critical role in providing feedback to business partners that help further enhance our product and platform, improving the customer experience. As an Advanced Services Representative, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively. Self-starters who spot and solve problems thrive at Robinhood, and you'll have a special role as the voice of our customers. We are hiring for multiple shifts that span 24x7 ensuring we are available for our customers when they need us. Overtime opportunities may be available. During extreme business needs, overtime could be mandated. **Available Shifts** - Tuesday - Saturday 3PM-12AM ET - Sunday - Thursday 3PM-12am ET **The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.** **What you’ll do** - Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathy - Influence customer satisfaction and increase customer loyalty through exceptional conversations via multiple channels - Communicate with customers using email, chat and phone channels - Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organization - Creatively discover ways to improve productivity for the Customer Experience team - Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles for customer education - Display deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading - Master Robinhood's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions **What you bring** - Bachelor's Degree from an accredited institution - FINRA Series 7 and 63 Licenses - 2+ years experience in a support/service role for a financial services company - Brings positivity to our ever changing business with an appetite to consume change as we enhance our business - Ability to provide exceptional service in multiple channels including phone, chat, and email - Familiarity with financial services and the stock market - Experience handling and resolving Options related inquiries - Ability to think critically and apply logical problem-solving skills to isolate and resolve issues - Strong written and verbal communication skills - Attention to detail and strong analytical skills - Must be able to act independently and be self-motivated - The ability to quickly defuse customer anxiety through exceptional customer service skills - Strong sense of ownership and responsibility - Instinct to problem-solve - Strong critical thinking and analytical skills (e.g. pattern recognition) - The ability to concisely and accurately communicate complex topics - Passionate about efficiently helping our customers - Strongly preferred - mastery of complex financial topics such as Options & Margin - Strongly preferred - active Series 4 or interest in obtaining a Series 4 and Series 3 **What we offer** - Market competitive and pay equity-focused compensation structure - 100% paid health insurance for employees with 90% coverage for dependents - Annual lifestyle wallet for personal wellness, learning and development, and more! - Lifetime maximum benefit for family forming and fertility benefits - Dedicated mental health support for employees and eligible dependents - Generous time away including company holidays, paid time off, sick time, parental leave, and more! - Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan. Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$28.10—$33 USDZone 2 (Denver, CO; Westlake, TX; Chicago, IL)$28.10—$33 USDZone 3 (Lake Mary, FL)$27.20—$32 USD Click [here](https://careers.robinhood.com/benefits?ref=supporthuman.cx) to learn more about available Benefits, which vary by region and Robinhood entity. We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes. Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific [Robinhood Privacy Policy](https://careers.robinhood.com/applicantprivacypolicy?ref=supporthuman.cx) applicable to the country where you are applying. ### Customer Experience Manager, Platinum Desk URL: https://supporthuman.cx/jobs/customer-experience-manager-platinum-desk/ Last updated: 2026-08-07T22:10:21.000Z ## [Robinhood](https://careers.robinhood.com/?ref=supporthuman.cx) | $102,850-$155,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > “The talent that we hire today will build the products of tomorrow and will further drive us to fulfill our mission.” Vlad Tenev, Co-Founder and CEO I love how they quote this like it's some visionary thing when really it's just a basic statement of fact. > At Robinhood, our culture thrives on in-person collaboration and a strong commitment to community. Most roles are office-based, with team members coming together at least three days a week to foster creativity and innovation. This is not my jam, but I appreciate that they're upfront about being an office-based culture and aren't claiming that they're really hybrid to catch unsuspecting candidates. Goofy "thought leadership" aside, Robinhood has an informative, thoughtful Careers page. > Lead 12-15 licensed Platinum Desk team members to produce outstanding results and improve their own skills This is [too many people](https://managementforstartups.com/articles/whats-the-ideal-number-of-direct-reports/?ref=supporthuman.cx) for one person to lead effectively. > Leverage good business acumen and judgment to assist in negotiations and earning business Nope! This is an inappropriate job requirement for a middle-manager role. > Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $131,750—$155,000 USD > Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $115,600—$136,000 USD > Zone 3 (Lake Mary, FL) $102,850—$121,000 USD I'm on the fence about whether I think this is appropriate compensation for a role that's required to obtain and maintain more than one financial license, but the health coverage offered (100% for employees, 90% for families) is very good. Overall, there are positive culture signals for the company, but I'm concerned that this position will be stretched too thin to provide the leadership and mentorship Robinhood wants to see, and there's some scope creep I'd ask about as an interviewee. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Manager, Platinum Desk](https://boards.greenhouse.io/robinhood/jobs/6101776?gh%5Fsrc=NaN&gh%5Fjid=6101776&ref=supporthuman.cx) **Join a leading fintech company that’s democratizing finance for all.** Robinhood Markets was founded on a simple idea: that our financial markets should be accessible to all. With customers at the heart of our decisions, Robinhood and its subsidiaries and affiliates are lowering barriers and providing greater access to financial information. Together, we are building products and services that help create a financial system everyone can participate in. **With growth as the top priority...** The business is seeking curious, growth-minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply. **About the team + role** Robinhood’s Customer Experience team is committed to providing outstanding service to our customers – many of whom are investing for the first time. At the heart of this effort is our team of dedicated licensed, advanced services representatives, who serve as the voice of our most valuable customers and help resolve issues quickly, efficiently and with empathy. In your role as a Customer Experience Manager - Platinum Desk, you will lead a team of highly-knowledgeable registered representatives as they assist our top customer, power-user base as they continue to seek their individual financial goals. You may be required to work nights and weekends to support our customers. **The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.** **What you’ll do** - Lead 12-15 licensed Platinum Desk team members to produce outstanding results and improve their own skills - Develop agents to become proficient in value-added conversations and proactive up-selling via outreach - Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards - Provide service in a live-support, proactive outreach environment - Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond - Serve as a trusted point of contact for our most teams assisting our most active traders. This role team assists the most sophisticated subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations - Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams - Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams - Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers - Handle customer issues and escalation from your team - Leverage good business acumen and judgment to assist in negotiations and earning business **What you bring** - FINRA Series 7, 63 and 24 or 9/10 Licenses - Bachelor’s Degree from an accredited institution - 4+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer - 4+ years experience managing customer-facing teams, preferably with a sales and/or advisory work - Strong management toolkit with a reputation for leaving thriving employees in your wake - Principled integrity and strong dedication to professionalism - Experience in a high-paced proactive environment - Strong understanding of customer profitability to help craft unique solutions **What we offer** - Market competitive and pay equity-focused compensation structure - 100% paid health insurance for employees with 90% coverage for dependents - Annual lifestyle wallet for personal wellness, learning and development, and more! - Lifetime maximum benefit for family forming and fertility benefits - Dedicated mental health support for employees and eligible dependents - Generous time away including company holidays, paid time off, sick time, parental leave, and more! - Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones. This role is also eligible to participate in a Robinhood bonus plan and Robinhood’s equity plan. For other locations not listed, compensation can be discussed with your recruiter during the interview process. Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC)$131,750—$155,000 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL)$115,600—$136,000 USD Zone 3 (Lake Mary, FL)$102,850—$121,000 USD Click [here](https://careers.robinhood.com/benefits?ref=supporthuman.cx) to learn more about available Benefits, which vary by region and Robinhood entity. We’re looking for more growth-minded and collaborative people to be a part of our journey in democratizing finance for all. If you’re ready to give 100% in helping us achieve our mission—we’d love to have you apply even if you feel unsure about whether you meet every single requirement in this posting. At Robinhood, we're looking for people invigorated by our mission, values, and drive to change the world, not just those who simply check off all the boxes. Robinhood embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Additionally, Robinhood provides reasonable accommodations for candidates on request and respects applicants' privacy rights. Please review the specific [Robinhood Privacy Policy](https://careers.robinhood.com/applicantprivacypolicy?ref=supporthuman.cx) applicable to the country where you are applying. ### Manager of Elite Customer Experience URL: https://supporthuman.cx/jobs/manager-of-elite-customer-experience/ Last updated: 2026-08-07T22:10:22.000Z ## [Flex](https://jobs.lever.co/Flex/?ref=supporthuman.cx) | Competitive comp not given 👻 ****This is a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** No Careers page, just a list of openings. > You will have the opportunity to showcase your intelligence, compassion, and empathy, even in challenging situations. That pig is looking so pretty in its lipstick! > Ability to remain calm and composed while multitasking and managing multiple priorities. > Resourcefulness and creativity when operating within constraints. > Exhibit kindness and patience when faced with challenging situations. This is the job description equivalent of that "This is Fine" cartoon. > A passion for effective communication. This made me laugh because I actually *am* passionate about effective communication, but come on. I am frankly shocked that there hasn't been a reference to their "fast-paced, dynamic environment." > Join our team and be part of a dynamic environment where you can make a difference in providing exceptional customer support and contribute to the growth of our organization. Nevermind. The fact that the very vague and only mention of "excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc)" comes at the end of a five-bullet point "What We Bring" section is very telling about their culture. So, this is not a manager role; this is a front-line role. My guess is that it would be the founding member of the Support team, and they could easily turn it into a more senior position if they gave this role more control over the company's support strategy and processes. The 8 years of experience requirement tells me that they're at least aware that this role needs to be more senior, so if they're wise, they'll hire a long-time CX pro and then let that pro advise them. But, well. I won't hold my breath. [Newsletter Issue](https://www.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Manager of Elite Customer Experience](https://jobs.lever.co/Flex/f9795d44-0725-4634-9783-1e4abb9fbcc8?ref=supporthuman.cx) [Flex](http://flex.one/?ref=supporthuman.cx) is building a finance super app for business owners — reimagining every single aspect of the financial workflow and financial services for any entrepreneur. The company has grown revenue 25x+ since publicly launching in September 2023 and is on track to achieve profitability by early 2025\. Flex is focused on mid-market businesses ($3 - $100M revenue) that are largely overlooked by existing fintech solutions and reliant on slow and outdated regional banks. We are targeting a \~$1T revenue opportunity that is largely up for grabs. **Flex** is a fully remote company and this role can be performed from anywhere.🕺 About the Role We are seeking a customer-oriented individual to join our team as a Manager of Elite Customer Experience. In this role, your primary focus will be ensuring that our clients receive exceptional support and assistance when they have questions or encounter any issues with our suite of products. You will have the opportunity to showcase your intelligence, compassion, and empathy, even in challenging situations. To excel in this position, you will need to have a deep understanding of our product and its intricacies. The financial system can be complex, and your ability to find efficient and elegant solutions to problems will be crucial. **✅ What You’ll Do** - Provide white-glove treatment and world class support/service. - Provide prompt and knowledgeable responses to user inquiries via chat, email, and phone. - Handle various user account requests, including application processing, card disputes, missing payments, card shipments, and more. - Educate customers on how to effectively use our product, translating any confusion into valuable product suggestions. - Identify and address systemic flaws that contribute to user problems. - Collaborate with the engineering team to identify and resolve software bugs. - Create helpful help articles and FAQs to assist users. - Independent, excellent time management and organizational skills. - Familiarize yourself with our internal tools and propose improvements to streamline processes. - Implement efficient workflows and procedures to enhance your own productivity. - Assist with customer-centric tasks. - Cultivate and maintain positive relationships with our clients, ensuring their satisfaction. **⚡️ What You Bring** - At least 8 years doing customer support for Fintech, bank, credit card or concierge company. - Fluent in English - Demonstrated ability to consistently exercise empathy and understanding. - Strong competence and confidence in resolving customer inquiries. - Skill in identifying the underlying questions and concerns behind user queries. - Well-organized with the ability to maintain a clean inbox. - Ability to remain calm and composed while multitasking and managing multiple priorities. - Resourcefulness and creativity when operating within constraints. - Exhibit kindness and patience when faced with challenging situations. - A passion for effective communication. Computer and Technology savvy. - You’re excited to solve problems in innovative ways, and you resist “this is how it’s always been done” thinking. - Join our team and be part of a dynamic environment where you can make a difference in providing exceptional customer support and contribute to the growth of our organization. **🚀 What We Bring** - Founding team from MIT, Harvard, Thiel Fellowship, JPMorgan, Goldman Sachs, Kabbage, American Express, McKinsey Ai, and beyond - Closed Series A with equity and debt funding - significant horsepower and runway - Remote work w/ semi-annual offsites in exotic locations - Silicon Valley VCs and angels - Excellent compensation and benefits (401k, life insur., PTO, paid medical, dental, vision, etc) **Interested? We'd love to hear from you**At Flex, we value passion, determination, and honesty. Even if you don't fully match the job specifics, we encourage you to apply. Unusual career paths and unique skills can help you stand out. We believe diversity drives our success. **Join us at jobs@flex.one** ### Director, Healthcare Support & Operations URL: https://supporthuman.cx/jobs/director-healthcare-support-operations/ Last updated: 2026-08-07T22:10:24.000Z ## [Ōura](https://ouraring.com/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Their Careers page is...okay. Very salesy, and accidentally funny – apparently you'll only get "collaborative, smart teammates" at the Helsinki and Oulu offices, not in San Francisco. Just obstructive blockheads over there, I guess. Maybe it's just me, but it feels like they're asking this Director position to do *a lot.* It almost reads as if they asked ChatGPT for a Director of Support & Ops job description and then didn't whittle it down at all to fit this specific role. This position will be leading the Support team, managing customer onboarding, designing and delivering training, managing success and renewals, plus offering frontline technical support? It just seems like a hodge podge of duties that sounds good on paper if you don't have any idea what it all actually entails or what it would mean to actually do. > Expertise in go-to-market (GTM) operations encompassing the strategic and tactical processes involved in launching and delivering a product or service to the market effectively, and especially sales strategy and enablement. Why? Why would we expect a Director of Support & Ops to have very specific strategic sales experience? > In-depth technical knowledge and problem-solving skills to address complex issues effectively. Deep technical knowledge of what? What kind of problem-solving? WHO WROTE THIS. > While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. So you're saying that most candidates will be unsuccessful candidates despite the company extending offers to them? Again I ask: WHO WROTE THIS. I mean, *technically* this hit BINGO, but most of the flags are yellow, and honestly, I find this JD more baffling than I do upsetting, so I'm putting it in Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director, Healthcare Support & Operations](https://apply.workable.com/oura-health-ltd/j/C112203C72/?ref=supporthuman.cx) Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped 2.5 million people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. Empowering the world starts with living [our values](https://ouraring.com/about-us?ref=supporthuman.cx) and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. We are looking for a Director of Healthcare and Human Performance Support who will lead our Enterprise Support team to deliver exceptional solution integration, onboarding, training, order management, renewals, and technical support to healthcare industry clients; scientific research partners; and business, sports, and governmental accounts focused on human performance. This role is pivotal in ensuring that our specialized enterprise partners and clients experience seamless integration and exceptional service throughout their journey with our company. You will be responsible for overseeing the support operations, driving process improvements, and fostering a high-performing team dedicated to customer success. Travel Requirements: Some international and domestic travel may be required **What you will do:** - Partner with commercial sales and marketing teams to establish strategies and approaches that augment go-to-market execution and scale sustaining support operations. - Lead and mentor a diverse team of support professionals, providing guidance and support to ensure high performance and professional growth. - Develop and implement strategies for onboarding, training, and technical support to meet the needs of research partners and healthcare, health insurer, and human performance clients. - Monitor and evaluate team performance, setting clear objectives and KPIs to measure success and drive continuous improvement. Onboarding and Training: - Capture unique business requirements, develop joint operational models, and ensure compliance with HIPAA and other regulatory standards. - Oversee the onboarding process (including pilots, proof-of-concepts, and staged rollouts) for new research partners and healthcare and human performance clients, and their users, ensuring a smooth and efficient transition from sales to support. - Design and deliver training programs tailored to the needs of scientific research partners, healthcare (e.g., providers, payers), human performance (e.g., military, sports, fitness) accounts, focusing on product adoption and usage, best practices, data access and interpretation, and systems integration, where necessary. Order and Renewal Management: - Monitor the end-to-end order process, including sizing and selection, order processing, tracking, and resolution of any issues. - Develop and execute strategies for managing renewals, ensuring timely and successful contract renewals while addressing any client concerns. - Devise appropriate strategies for end user retention and member conversion upon enterprise program end of life (EOL). Technical Support: - Provide high-level technical support to address complex issues and ensure client satisfaction. - Collaborate with product and engineering teams to resolve technical problems and advocate for client needs. Client Relationship Management: - Build and maintain strong relationships with key client stakeholders, acting as the primary point of contact for support-related matters. - Proactively engage with clients to understand their needs, gather feedback, and identify opportunities for improvement. Process Improvement: - Identify and implement process improvements to enhance the efficiency and effectiveness of support operations. - Analyze support metrics and client feedback to drive continuous improvement and ensure high levels of client satisfaction. Reporting and Analytics: - Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management. - Utilize data and insights to make informed decisions and drive strategic initiatives. **Requirements** - Proven experience in a leadership role within enterprise sales and support environments, with a strong track record of managing teams and delivering exceptional client service. - Expertise in go-to-market (GTM) operations encompassing the strategic and tactical processes involved in launching and delivering a product or service to the market effectively, and especially sales strategy and enablement. - Experience in onboarding, training, order management, technical support, and renewals, particularly in a Healthcare, Public Sector, or B2B context. - Expertise in healthcare industry operations, data standards, and regulatory requirements. - Strong leadership and team management skills with the ability to motivate and develop staff. - Excellent communication and interpersonal skills, with a client-centric approach and the ability to build strong relationships. - In-depth technical knowledge and problem-solving skills to address complex issues effectively. - Proven ability to analyze data, drive process improvements, and implement strategic initiatives. - Proficiency with CRM systems, support tools, and enterprise software applications. **Benefits** At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health and add to our benefits! What we offer: - Competitive salary and equity packages - Health, dental, vision insurance, and mental health resources - An Oura Ring of your own plus employee discounts for friends & family - 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off - Paid sick leave and parental leave - Amazing culture of collaborative and passionate coworkers Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future. - Compensation information to follow. A recruiter can determine your zones/tiers based on your US location. To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes. Oura is proud to be an equal-opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics. We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. ### Director, Customer Experience URL: https://supporthuman.cx/jobs/director-customer-experience/ Last updated: 2026-08-07T22:10:25.000Z ## [MeUndies](https://ats.rippling.com/meundies-recruiting/jobs?ref=supporthuman.cx) | 124,000-168,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Y'all, the noise I made when I saw "CX Director, MeUndies" in the #jobs channel in ElevateCX. WOOOOOOOOOO. Okay, for real. I can do this. I am a serious professional. > The Director of Customer Experience will lead the charge in shaping and implementing our customer experience strategy, ensuring every interaction our customers have with our brand is delightful, seamless, and unforgettable. SEAMLESS. > working closely with departments Some might say cheek to cheek. > Highly motivated dreamer & doer Candidate should eat lots of fiber. > adept at both strategic high-level thinking as well as execution Only the highest levels of execution in MeUndies. > The base salary range for this full-time position is $124,000-$168,000 They sure are paying bottom dollar! ***Special mention -*** Miles G: I guess a candidate would be bummed to lose. [Mat Patterson](https://www.linkedin.com/in/mathewpatterson/?ref=supporthuman.cx): Still a better role than being Director of Retention for Me Undies, where failure really is very public. OKAY, FOR REAL, I'M DONE. In all seriousness, MeUndies says, "This is a hybrid position of 4 days/week in our Los Angeles office," which, I mean, come on. That's on-site with one day telework authorized. Be at least a *little* more serious than me. This is not me being snarky (intentionally, anyway), but they say this position will be reporting to the VP of CX, and a lot (if not all) of the duties of this position sound like something a VP would do, so I'm genuinely curious about what the VP of CX does at MeUndies. > A Master's degree is a plus. I often wonder why companies want a candidate with a master's degree if they're not specific about the *kind* of master's degree they want to see. What does a master's degree bring to the table that a candidate with 10-15 years of highly specialized experience doesn't? That bottom-dollar pun was terrible but apt. That range for an on-site role [in Los Angeles is bad enough](https://www.foxla.com/news/california-minimum-salary-money-live-comfortably?ref=supporthuman.cx#:~:text=Los%20Angeles%20did%20not%20make%20the%20top%20ten), but for a Director of CX (possibly doing the work of a VP)? Unimpressed Steph is unimpressed. All of that, combined with the fact that there's no Careers page to speak of, means this belongs in Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/8sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director, Customer Experience](https://ats.rippling.com/meundies-recruiting/jobs/e48b7be6-4c16-427b-a7f9-4ba4a4d800b6?ref=supporthuman.cx) MeUndies is a Los Angeles-based underwear and loungewear company best known for its softer-than-soft basics. Founded in 2011, MeUndies disrupted the $110B underwear industry with the first online underwear subscription. Since then, the brand has inspired a passionate community of undie-obsessed individuals with its bold, comfortable products. And that's only the beginning…Today, MeUndies has sold more than thirty million pairs of underwear and is profitable with double-digit YoY growth. It continues to redefine the subscription market by evolving the transactional subscription to a membership centered on community and relationships with the brand. The innovative direct-to-consumer brand offers multiple purchasing options, including singles, packs, matching pairs, and monthly membership.**WHY WORK AT MEUNDIES?** **It's more than a job.**At MeUndies, we maintain a stellar brand by working collaboratively and encouraging growth with learning opportunities. There is no such thing as a minor achievement here - we celebrate it all! We look for people who stay balanced, go further, build relationships, champion differences, and are humble. **We look at the necessities.**We offer competitive equity/salary packages, including targeted annual bonuses, generous parental leave, a 401k, fantastic health benefits, open time off, and more. **We have an office you'll enjoy going to.**We currently have a hybrid work schedule for most teams, meaning Fridays are an optional work-from-home day, and Mondays through Thursdays are in-office days. Although Fridays are remote/work-from-home, the office is open, and you are welcome to come in! We're set up to support comfortable working - hot desks, lounge, and casual seating areas, a Mother's Room, an on-site gym & shower, and a kitchen that makes you feel like you've never left home. We're dog-friendly, so your furry coworker can join you anytime. **We don't forget the most important things.**We want MeUndies to be a place where you feel safe and comfortable, which is why we have a People Ops team ready to help. When you work at MeUndies, we take your needs as an employee (and a person) seriously. Our doors are always welcome to feedback and suggestions! **Plus, those extraordinary extra things.**We also know how important it is to connect with your team members outside of everyday work. We offer catered lunches every in-office day, holiday parties, off-sites, and an annual retreat. *MeUndies is an equal opportunity employer committed to providing a workplace and hiring process free from discrimination. All employment decisions will be made, and all qualified applicants will be considered without regard to age, race, creed, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), ethnicity, national origin, ancestry, disability status, veteran status, genetic information, marital status, citizenship status or other legally protected characteristic protected by federal, state, or local law. In addition, MeUndies will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.* **About the role** The Director of Customer Experience will lead the charge in shaping and implementing our customer experience strategy, ensuring every interaction our customers have with our brand is delightful, seamless, and unforgettable. This role involves leading dynamic customer experience team(s) and working closely with departments to bring innovative improvements to our customer support, engagement, and Voice of the Customer programs. This role reports to the VP of Customer Experience. Please note that this is a hybrid position of 4 days/week in our Los Angeles office. **What you'll do** - Oversee our Los Angeles and Philippines customer experience teams to create best-in-class customer experiences. - Analyze customer feedback, market trends, and competitive insights to identify opportunities for improvement and innovation within the customer journey - Evaluate and recommend strategic technology or service partners that can further enhance the customer experience with global scale and operational efficiency - Forecast and manage budgets to meet both long and short-term objectives in line with annual operating plans and work collaboratively with finance to provide timely and accurate reporting - Work closely with executives to devise a long-term, KPI-focused customer support strategy and execution plan, with special attention to cost and customer experience. - Champion a customer-centric culture within the organization, advocating for customer needs and perspectives in strategic decision-making processes. **Qualifications** - Bachelor's degree in business, communication, or equivalent discipline. A Master's degree is a plus. - 5+ years of experience managing and leading customer support organizations, ideally in e-commerce, retail, or related industries that include subscription services - Experience with CRM and e-commerce platforms, Kustomer and Shopify preferred - Demonstrated success in delivering excellent worldwide customer care for premium products and services, with best-in-class KPIs - Deep experience in evaluating and managing BPOs and other partners to deliver on established SLAs - Exceptional team leader with a proven track record in building out brilliant and highly agile teams and departments, preferably at high-growth apparel or consumer businesses - Demonstrated experience in designing highly scalable and robust customer experience & operational strategy - Ability to communicate complex insights and strategy in a clear and actionable way - Highly motivated dreamer & doer, adept at both strategic high-level thinking as well as execution - Able to travel internationally as needed for in-person collaboration with our BPO in the Philippines *The base salary range for this full-time position is $124,000-$168,000\. Within this range, individual pay is determined by various factors, including job-related skills, experience, and relevant education or training. Please note that the base salary range provided in this posting does not include any bonus, equity, or benefits you may be eligible for.* The pay range for this role is: 124,000 - 168,000 USD per year (Headquarters) ### The Cursed Edit URL: https://supporthuman.cx/p/the-cursed-edit/ Last updated: 2024-09-05T05:45:04.000Z If you're wondering where the audio version of the 25Aug25 Bad Job Bingo issue is...I'm working on it. This was, until tonight, the cursed episode. Recording it was a mess -- I had more takes on this one issue than the 50-plus-minute-long behemoth take that was "You Can Do Business with Hitler." Then, as I was editing it early last week, I got halfway through the draft when Hindenburg crashed. I was at least two hours in, and nothing I did could (seemingly) recover the temp files. Incensed, I put it away because I had more BJB to work on and, like, actual work to work on. AND THEN. LIKE A MIRACLE, IT BECAME THE BLESSED EDIT. I opened Hindenburg today to suck it up and start over on the episode, and there it was: Hindy telling me that I had 3 versions, would I like to keep them all? YES, HINDY, YES I WOULD. My original edit survived, along with the bloopers I'd pulled out for the end of the episode. So, to tide you over (because I still have to finish editing *this* episode and then record/edit the current one, which, *lolsob*), I give you a sneak peek at the bloopers. Enjoy. ### Secure a job in customer success with confidence URL: https://supporthuman.cx/resources/secure-a-job-in-customer-success-with-confidence/ Last updated: 2026-08-08T00:05:26.000Z Format: Course **Website:** [Secure a job in customer success with confidence](https://learn.thecustomersuccessproject.com/courses/ultimate-guide-to-landing-to-a-customer-facing-tech-job?ref=supporthuman.cx) **Type:** Course **Location:** Online, Self-paced **Price:** $119 --- Learn how to align your experience to a role in customer success, stand out in interviews and LAND the job! ### What's in this course? There's more to landing a Customer Success job than a polished resume and a good response to "tell me about yourself." To start, there's a massive upfront learning curve if you're transitioning to Customer Success (especially if you're coming from a field outside of tech), and the interviews themselves can be a bit of a mystery box. After helping hundreds of individuals land 6-figure Customer Success jobs through my guide, content, and one-on-one session, I've created this easy-to-navigate course built on a new framework I've developed called L.A.N.D. here's a quick overview: **Learn** \- Understand the basics of CS, SaaS, different CS roles, companies, job responsibilities, where to apply, and more. **Align** \- Design a job search strategy that frames your skills, experience, and expertise in a way that positions you as a promising CS candidate. **Network** \- Ditch the spray-and-pray method and increase your chances of success by meeting the right people. **Due Diligence** \- Stand out from the crowd with your interviewing skills, build stellar presentations, and negotiate your salary. If you’re ready to grow in your career, leave behind the rejections and land a CS job, this course is for you. ### Customer Success 101: The Fundamentals Of Customer Success From Start To Finish URL: https://supporthuman.cx/resources/customer-success-101-the-fundamentals-of-customer-success-from-start-to-finish/ Last updated: 2026-08-08T00:05:26.000Z Format: Course **Website:** [Customer Success 101: The Fundamentals Of Customer Success From Start To Finish](https://learn.thecustomersuccessproject.com/courses/customer-success-101-the-fundamentals-of-customer-success-from-start-to-finish?ref=supporthuman.cx) **Type:** Course **Location:** Online, Self-paced **Price:** $49 --- Customer Success 101 is a lightning-fast course to empower you with the knowledge you need to know about Customer Success. Understand Customer Success at a high level while also learning the actionable insights on how it's applied in the real world. ### Get to the next level in your career. This course goes way beyond theories – learn the actionable insights to get you closer to your outcomes. **Open Doors to New Possibilities** For those on the brink of their customer success career, this course is a stepping stone to your dream job. Acquire a comprehensive understanding of what it takes to succeed, from onboarding and engagement strategies to learning about managing renewals and expansions, positioning you as a prime candidate in the job market (even if you don't have direct experience). **Elevate Your Career** Whether you're aiming for a promotion, seeking a raise, or aspiring to take on more significant challenges, this course lays the groundwork for your advancement. Learn to leverage your newfound expertise to stand out in your current role or explore new opportunities with confidence. **Gain Confidence In Your Job** Dive deep into the core principles of customer success, from understanding the SaaS model to developing impactful customer relationships. Empower yourself with the knowledge and skills to navigate your role with assurance and effectiveness. ### Success League Radio URL: https://supporthuman.cx/resources/success-league-radio/ Last updated: 2026-08-07T22:10:32.000Z [**Website**](https://www.thesuccessleague.io/podcasts?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/podcast/id1601701134?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5KPio07RPFFm9hqUPi8MWB?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1601701134?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/8cmngmbn?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1601701134?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/e8feee3a-f553-4230-8bce-62c7cfaa6cac?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-3294562?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1601701134?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1601701134?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/3255472?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/0fb24b867f8a446d918e3018f8231fc4/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3756934?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/success-league-radio-3152015?ref=supporthuman.cx) **|** [**Podfriend**](https://web.podfriend.com/podcast/1601701134?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/4625043?ref=supporthuman.cx) **|** [**TrueFans**](https://podfans.fm/7817be3e-668c-5b55-bd83-80f627675b85?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/1900538.rss?ref=supporthuman.cx) --- The Success League is proud to present award-winning podcasts containing customer success book reviews, interviews with game-changing leaders in the field, and constructive advice on how to prepare for and set up customer success technologies. These podcasts are led by hosts Kristen Hayer, Russell Bourne, and Tim Van Lew. ### The Customer Success Playbook URL: https://supporthuman.cx/resources/the-customer-success-playbook/ Last updated: 2026-08-07T22:10:33.000Z [**Website**](https://customersuccessplaybook.ai/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-customer-success-playbook/id1691760422?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7pPPFBQZrv3HPrA75FQk2h?ref=supporthuman.cx) **|** [**iHeartRadio**](https://iheart.com/podcast/116857601/?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1691760422?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/0tzqztrv?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1691760422?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/7ace3b26-4ce3-4325-8324-fa6b7ce9dd8c?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-3482629?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1691760422?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1691760422?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/6141385?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/525879fc9c724ba0aadf1e6bc962b61d/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/the-customer-success-playbook/4498024?ref=supporthuman.cx) **|** [**TrueFans**](https://podfans.fm/e7f8b34e-1eff-56f2-a41e-2df789b9b39c?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/the-customer-success-playbook-5363066?ref=supporthuman.cx) **|** [**Podfriend**](https://web.podfriend.com/podcast/1691760422?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/6419360?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/radio/Customer-Success-Playbook-p3745543/?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/2161299.rss?ref=supporthuman.cx) --- Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics. We’ve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeff’s thoughts on Service Delivery in CS. Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success. Whether you’re a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures there’s something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook. Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ensuring our listeners stay ahead of the curve in this fast-evolving field. The roadmap ahead is laden with engaging dialogues with yet more industry mavens, aimed at equipping you with the acumen to excel in your customer success journey. At “The Customer Success Playbook,” our zeal for aiding others and disseminating our expertise to the community fuels our endeavor. Embark on this enlightening voyage with us, and escalate your customer success game to unparalleled levels. Join us on this quest for knowledge, engage with a community of like-minded professionals, and elevate your customer success game to the next level. Your journey towards mastering customer success begins here, at “The Customer Success Playbook.” Keep On Playing!! ### Voice of the Customer Nano Bootcamp URL: https://supporthuman.cx/resources/voice-of-the-customer-nano-bootcamp/ Last updated: 2026-08-08T00:05:27.000Z Format: Course **Website:** [One-Month PM - Voice of the Customer Nano Bootcamp](https://onemonthpm.com/nanobootcamps/voice-of-the-customer/?ref=supporthuman.cx) **Type:** Course (includes Certificate of Completion) **Location:** Live lecture & QA with self-paced elements **Price:** €360/yr (Membership only, access to all courses) --- This intensive one-week online live-streamed bootcamp explores the Voice of the Customer (VoC) methodologies. Participants will learn to gather, analyze, and apply customer feedback to enhance product development and customer satisfaction. This is 🔒members-only - Join the Membership. [**Susana de Sousa**](https://www.linkedin.com/in/sdsc/?ref=supporthuman.cx)**, Nano Bootcamp Lead** 10+ years of experience leading & building teams in companies like Airbnb and Loom. Helped launch & grow Airbnb’s European HQ to 600+ employees. 3rd employee at Loom & first customer facing hire. ### Learn what matters about Voice of the Customer Our Nano Bootcamps have the goal of giving key knowledge so you can put what you learn in practice right away. ### What you'll learn: - Gathering customer feedback - Analyzing VoC data - Applying feedback to products **Live Lecture** Join the **2-hour live lecture** led by Susana de Sousa about Voice of the Customer. Go deep into the frameworks, tactics and techniques, including live exercises. **Live Q&A Masterclass** Join a **1-hour live Q&A Masterclass** with a select expert on Voice of the Customer. Bring your best questions and learn from the best in the field on how they do it. **5-10 Micro Lessons** **Go deeper into the topic** with our recorded Micro Lessons, answering key questions about Voice of the Customer. At your own pace. **Deep Dives Checklist** Complete the deep dives, a **select list of articles, podcasts and videos**, curated by Susana de Sousa. Build your learning hub. **Voice of the Customer Challenge** Challenge yourself with the **Voice of the Customer Challenge**, at your own pace. Put in practice what you learned. **Final Quiz** Earn your **Voice of the Customer Certificate** by completing the Final Quiz, a series of questions aimed at challenging your new knowledge. ### Remotive URL: https://supporthuman.cx/resources/remotive/ Last updated: 2026-09-10T20:01:42.000Z Website: [Remotive](https://remotive.com/?ref=supporthuman.cx) ### How Remotive Works We believe that remote work is the future of work. Remotive is the #1 indie remote job board. We’ve been doing this for 10 years and helped millions of people in the process. Continue reading to learn how! ### How & Why Remotive Started **Our mission is to help tech professionals go remote.** As of today, over 500,000 people follow our journey on various social networks. [Remotive](https://remotive.com/?ref=supporthuman.cx) was created in 2014 by Rodolphe Dutel. He began advocating for remote work at Google in 2011. Tech companies thought the future of work meant keeping employees in offices. Remotive has a different vision. For us, the future of work meant: - Get kids from school everyday - Exercise when you feel like it - Be at home when UPS rings - Shop outside of peak hours - Avoid water-cooler drama - More time with your pet - Ten-second commute - Post-lunch naps - No interruptions ### Who Should Use Remotive Anyone who wants to work remotely, really! Remotive is a great website for: - People interested in working from home - Anyone looking for a career-oriented part-time job (remote). - Anyone who wants to ditch their commute. - Parents wanting to be more flexible for their kids and families. - People looking for alternative schedules. ### People-First Jobs URL: https://supporthuman.cx/resources/people-first-jobs/ Last updated: 2026-09-10T19:59:53.000Z Website: [People First Jobs](https://peoplefirstjobs.com/?ref=supporthuman.cx) ### What is this? Remote, flexible jobs at companies with a people-first culture. We believe that most job boards have it wrong. Instead of searching for a role, you should seek out a company. This is a new kind of job board, focused on helping job seekers find companies who put people first. As we’ve watched funded, growth-at-all-cost companies get all the attention (and admiration) in the job market, we want to bring more awareness to companies that do things differently; those that are team-centric, profit-focused, and sustainable for the long run and provide their teams a space where they can do incredible work at a reasonable pace. People First Jobs is specifically focused on companies who put people first. These companies exist to support the human beings around them. These are ambitious companies who optimize people over profits while continuing to grow and innovate. As this resource grows we hope to give job seekers an new, healthier alternative to work. ❤️ The team at [People-First Jobs](https://peoplefirstjobs.com/?ref=supporthuman.cx) ### Remote Rocketship URL: https://supporthuman.cx/resources/remote-rocketship/ Last updated: 2026-09-10T19:58:31.000Z Website: [Remote Rocketship](https://www.remoterocketship.com/?ref=supporthuman.cx) Join a rocketship and work from anywhere. Remote jobs sourced from across the web.[](https://www.linkedin.com/company/remote-rocketship/?ref=supporthuman.cx) ### The CX Coach URL: https://supporthuman.cx/resources/the-cx-coach/ Last updated: 2026-09-10T19:12:24.000Z **Subscription: Free** **Website:** [**The CX Coach**](https://www.tcxcoach.com/email-sign-up?ref=supporthuman.cx) Each week we’ll share a tip on how you can improve operational efficiency, all while providing a stellar service experience! ### Vice President, Customer Care URL: https://supporthuman.cx/jobs/vice-president-customer-care/ Last updated: 2026-08-07T22:10:41.000Z ## [Therapy Brands](https://therapybrands.com/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Application is on Workday. My condolences. > to make their lives simpler and more officiant There's an error you don't see every day. I'll take "Which job description was written by AI?" for $1000, Alex. > Are you a dynamic leader ready to shape the future of customer support and education? Like...all of customer support and education? The whole shebang? This is how I can be relatively confident that AI wrote this job description: the whole paragraph is written in the hyperbole-filled style of an AI that doesn't know the practical boundaries of the position for which it's composing a JD. Plus, the **Summarizing Phrase: Wordy Bullet Point** pattern is laughably familiar at this point. Also, you should do a general internet search for Therapy Brands. The results are...not good, particularly in light of the fuss they make about how awesome they are on their Careers page. Here's the sample from their Google reviews: - "Customer and employees are treated like absolute garbage." - "They do not care about your practice or the quality of their services." - "They have no idea how to conduct billing services." Given that, the lackluster JD, and lack of information about salary or benefits, I'm putting this in Seriously, Maybe Don't. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Vice President, Customer Care](https://therapybrands.wd1.myworkdayjobs.com/TherapyBrands/job/Remote---Georgia/Vice-President--Customer-Care%5FR151?ref=supporthuman.cx) Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes. Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care. For more information, explore our solutions at therapybrands.com. **Job Description** Are you a dynamic leader ready to shape the future of customer support and education? At Therapy Brands, we’re searching for a visionary leader to elevate our customer care experience to industry-leading standards. As the head of Customer Support and Education, you will build a world-class organization that sets the benchmark for excellence, driving performance and creating memorable customer experiences. Your mission? To transform our customer care into a key differentiator in the market. **What You’ll Do:** - **Lead and Inspire a Top-Performing Customer Support Team:** Drive alignment across processes, technology, and team members to deliver exceptional support to Therapy Brands’ diverse customers, including enterprise, small/mid-size, and individual therapy practices. Focus on key metrics such as response rates, CSAT, and time-to-resolution to ensure consistent, high-quality service. - **Champion Customer Education:** Develop and lead innovative education initiatives that boost product adoption, enhance customer satisfaction, and drive retention. Turn satisfied customers into enthusiastic advocates who fuel new business growth. - **Design and Optimize the Customer Journey:** Define and refine the customer journey, setting engagement benchmarks and standardizing interventions at each touchpoint. Use customer feedback to continuously improve and apply best practices, tailoring strategies to different customer segments. - **Set the Standard for Operational Excellence:** Establish and track key performance metrics for the support team, continuously providing feedback to drive improvement and elevate service quality. - **Foster Collaboration for Customer Satisfaction:** Partner closely with product teams to ensure seamless issue resolution, leveraging customer insights to inform human-centric design and product innovation. - **Drive Strategic Financial Planning:** Oversee the creation of long-range financial plans, including annual and quarterly budgeting, to support sustainable growth and operational excellence. - **Build Loyalty Through Every Interaction:** Lead with empathy and ensure every customer interaction strengthens brand loyalty, even during challenging times. - **Cultivate a Community of High Performers:** Inspire and build a sense of community among hundreds of associates dedicated to achieving the department’s goals, fostering a culture of collaboration and excellence. **Who You Are:** - **Proven Leader:** You bring 10+ years of high-volume SaaS customer support experience, ideally within healthcare technology. You’ve successfully led large teams and know how to inspire top-tier performance. - **Customer-Centric Visionary:** Your deep empathy for the customer experience drives your approach. You’re skilled at making data-driven decisions that enhance service quality and efficiency. - **Strategic Thinker:** You have a strong analytical mindset, excellent planning skills, and the ability to manage multiple initiatives simultaneously. - **Engaging Communicator:** You excel at communication and presentation, building strong relationships and effectively conveying your vision. - **Innovative Problem-Solver:** You’re not just organized—you’re a creative leader who motivates others and turns challenges into opportunities for growth. **Qualifications:** - Bachelor’s degree in business, industrial engineering, or equivalent experience required; Master’s degree preferred. - A track record of success in leading customer-facing functions and a deep understanding of the latest best practices in customer experience for SaaS organizations. Join us at Therapy Brands and be a part of a transformative journey in customer care. Lead a team that is committed to making every customer interaction not just a service but an experience. **Additional Information** While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! All your information will be kept confidential according to EEO guidelines. At **Therapy Brands**, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do. We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​ ​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. **Therapy Brands** is an equal opportunity employer. ### Technical Support Engineer URL: https://supporthuman.cx/jobs/technical-support-engineer-5/ Last updated: 2026-08-07T22:10:42.000Z ## [Orderly Network](https://job-boards.greenhouse.io/orderlynetwork?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** This JD was clearly written by someone for whom English wasn't their first language (or it was run through Google Translate), so I want to be clear that this isn't me critiquing their English skills. However, I think it's fair to be concerned that they don't communicate any language requirements or explanations for why the job description is in English when it's very obvious the person who wrote it is not a native speaker. What language(s) will you be expected to speak in the working environment? How will you ensure that there's no language barrier between yourself and the rest of the team so that you can communicate clearly? > As an employee, there is no greater perk than having a top supporting cast to help you achieve your personal and professional goals. I mean, I can think of greater "perks," like fair pay, healthcare coverage for myself and my family, time off to spend with said family... I don't know, y'all; my spidey sense is tingling with this one. It could be nothing, but just...tread very carefully. [Newsletter Issue](https://www.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Technical Support Engineer](https://job-boards.greenhouse.io/orderlynetwork/jobs/5684325003?ref=supporthuman.cx) **Work with the best** Orderly Network is a permissionless, decentralized exchange protocol and modular ecosystem built on top of NEAR. It uses an on-chain orderbook to provide a platform complete with a risk engine, matching engine, and shared asset pools for Dapps to build on top of. Dapps built on the Orderly Network will allow for financial instruments such as; Spot Trading, Margin Trading, Perpetual Swaps and Lending & Borrowing. Whilst a fully independent team operates at Orderly Network, we were incubated by NEAR and WOO Network - Industry heavyweights in their respective fields. Thanks to both the guidance and expertise Orderly Network will offer market-leading execution with low latency and minimal fees with a combination of orderbook efficiency alongside on-chain settlement. We will become the go-to network for ecosystem partners to come and build upon. **A Glimpse into Your Future at Orderly Network** - *What will you be working on?* - As technical support team, you will act as Level 2 support - provide timely and accurate feedback to customers (toB and toC) or client service team on the issues/enquiries that require technical knowledge. Investigate the technical issues raised by clients, perform analysis by looking into the logs, provide proper recommendations to handle the issue and produce the report of the issue. More important, if there is a service incident, you will be responsible for classifying the urgency of the issues, and escalate to the teams that require to be involved. - As a bridge between client and internal teams, you will also contribute to educate or support client services teams, to improve the response to client, document the work-around of known technical issues. Define the framework of the documentation process for product changes. On the other hand, you will also bring the client voice to the internal, collect the context information of the issue, record the info in Jira, raise it to Dev Team for further analysis, or bug fix. - *Who will you be working with?* - Marketing and communications specialists, product managers, data analysts, developers, and other industry experts. We cultivate talent based on a number of important qualities such as innovation, integrity, teamwork, openness, and courage. As an employee, there is no greater perk than having a top supporting cast to help you achieve your personal and professional goals. - *What challenges will you face?* - Competes within a dynamic and complex industry, with trends that are constantly evolving. Maintaining our edge requires a high level of engagement and passion. Producing impactful content requires critical thinking and organization, and team members must be able to operate autonomously in a results-driven environment. Communication skills will be put to the test as you will face many micro-interactions with industry partners, thought-leaders, and community members along the way. - *What tech stacks/skills will you be using?* - As a support engineer, communication and collaboration take a large proportion of your daily operation. We uses multiple channels for both internal and external communication, including JIRA, Zendesk and Telegram. - Besides of documentation works, development capabilities are also the basic requirement, you will need to guide our client to implement their trading program with our API, the minimum requirement is mastering at least one of the programming languages (C++, Java, Python, JavaScript, etc.), and familiar with RESTful and Websocket protocols. - For monitoring & troubleshooting tools, ​​including, but not limited to, Linux Shell Script, SQL, ELK (Kibana), and Grafana, and we encourage you to contribute more on support tools for internal and external clients. **Interested in Learning More?** - Our hiring process begins by meeting with our People Team, who help facilitate the process of placing you in your new role. You can expect to share your experience and ideas in online video interviews with our hiring team, made up of management and potential new colleagues. - If you have experience in developing trading systems or financial-related products is a plus. - You can prepare for this interview by mentally organizing your strategies and opinions on topics such as Web3, cryptocurrency trading platforms, and your vision of how to succeed. - Share this! Don’t be afraid of friends or co-workers stealing this job! If you are amazing and smart we will find a place for you. Check out our [External Referral Incentives Program](https://boards.greenhouse.io/orderlynetwork/jobs/5170520003?ref=supporthuman.cx) as well. ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-12/ Last updated: 2026-08-08T00:06:40.000Z Location: Berlin ## [Root Global](https://www.rootglobal.io/jobs?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Beyond entrusting us with their capital, our angel investors act as mentors and sparring partners for our early team members in their corresponding roles. You will benefit from: > A dedicated mentor with whom you will build your personal relationship > Regular sparring sessions whenever you see fit Adhoc > Q&A where needed \*MC voice\* Ladies, gentlemen, and variations thereupon: here we have the latest and greatest in corporate employee management: Sparring sessions! For when verbally berating your employees just isn't enough. The beatings will continue until performance improves. > You have experience with carbon accounting, climate strategies - or you have none of those and just have a knack for learning new, complex topics and distilling them for others. I appreciate this bullet – it shows the company cares about overall ability rather than specific skills (which can be taught). Aside from the above, the job description itself is pretty neutral, but I don't think the weird sparring bit from the Careers page can be overlooked and there's no salary transparency, so into Tread Carefully it goes. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://jobs.ashbyhq.com/RootGlobal/b9c10aea-d485-4fc1-a013-fec32877079a?ref=supporthuman.cx) **🌎 What we do** **We build software that helps companies along the food system get to Net Zero.** \~31% of global GHG emissions originate from food-related activities. For the first time in history, climate performance has become an overall business performance indicator. Enterprises are mandated by regulatory bodies to disclose their climate performance, which leads to increasing pressure from investors, competitors, retailers, and consumers to *prevent and reduce* their CO2e emissions. Over the next 10 years, companies have set ambitious reduction targets that need to be met. Enterprise software and new business processes can help. We raised >€10m in funding in the first 2 years of our existence, we launched our enterprise product, signed and onboarded some of the largest F&B players in Europe, and put together what we believe is the best-suited early stage tech team in Europe. Will you be the next to join us? 🚀 **🔭 What you will work on** **Your mission** ``` Our Customer Success Managers own the relationship with our customers, helping them to achieve their climate goals through the Root Global climate platform. Become the trusted climate journey companion for our enterprise customers, co-developing new value propositions and growing ARR. ``` ***Over the next 12 months you will:*** 1. **Help users achieve business and climate goals:** - Onboard customers, support data collection efforts, and assist in setting and achieving climate goals - Build up trusted relationships to our customers by understandning your customers’ businesses and climate goals - Develop an in-depth knowledge of your customers' business and climate goals, and become their go-to contact for any climate-related topic 2. **Boost net dollar retention:** - Act as the customer's advocate and funnel insights to our product team - Identify new product use cases and shape our roadmap in line with our customers’ desires - Build relationships with new departments and internal champions, and collaborate with our Go-To-Market team for upselling opportunities - Work with our climate experts on new solutions beyond the current capabilities of the Root Climate Platform 3. **Become the best version of a corporate sustainability manager (our users)** - Learn about climate goals, challenges, methodologies, frameworks, and the current software stack of our customers - Grow as a climate thought leader and co-shape methodologies and policies - Engage with sales, product, and engineering teams to expand on our product vision **🦾 How we support you** You will report to one of our CSM lead: [Veith](https://www.linkedin.com/in/veith-beninc%C3%A0/?ref=supporthuman.cx) **Some of our angel investors that will actively mentor you** - [Jascha Romanski](https://www.linkedin.com/in/jascharomanski/?ref=supporthuman.cx) (Director of Customer Success @QYOBO, early team @Celonis) - [Ali Morrow](https://www.linkedin.com/in/alexandra-ali-morrow-6080735/?ref=supporthuman.cx) (Food & Agriculture veteran) - [Nils Herrmann](https://www.linkedin.com/in/nils-arne-herrmann-91336112/?ref=supporthuman.cx) (Ex-COO HelloFresh) **🧺 What you bring along** You might be a good fit if: - You are fluent in both German and English, with any additional languages a plus - You worked in client-facing roles where you had to build strong relationships with SMB or enterprise customers and become a trusted source of advice - You worked in B2B Saas, general tech companies, consulting or other high-paced environment - You are highly organised, capable of managing multiple tasks across different customers in your portfolio, and have a proven project management track record. - You worked closely with product managers, designers and engineers to turn user insights into a software product. - You have experience with carbon accounting, climate strategies - or you have none of those and just have a knack for learning new, complex topics and distilling them for others. 🤗 You don't feel like you fulfil all the criteria? We get it: confidence can sometimes hold us back from applying for a job. But guess what?! There is no such thing as a 'perfect' candidate. The only thing you need to ensure along the recruiting process and beyond is that the problem that we are solving with Root is one you cannot wait to get out of bed for on Monday morning! **🎢 Hiring Process** Our ambition is to offer you an end-to-end experience that is fast and uncomplicated - **we aim to keep the end-to-end process to 10 working days**. We send you prep material for each step and maximise transparency at every step. ![](https://app.ashbyhq.com/api/images/user-content/32d2157d-1a7e-4147-9eb8-94b45f22caf4/7c3ee0b2-cd55-4e1e-8478-6bca1d1f110a/image.png) ### Customer Experience Representative URL: https://supporthuman.cx/jobs/customer-experience-representative-2/ Last updated: 2026-08-07T22:10:45.000Z ## [Solace](https://www.solace.health/careers?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** One day I'll stop being so suspicious and cynical about healthcare startups, but today is not that day. If the job descriptions mentioned tiny little things like compensation and benefits, I might not judge them so harshly, but it doesn't. So given: - Poorly-edited job description requires attention to detail - "Ability to adapt & thrive in a fast-paced, dynamic environment" - "Ability to multi-task and be self-directed under pressure" - "Team-player who is unafraid of feedback" - Job listing doesn't mention benefits at all - No compensation / salary range given - Asks for a video (in the application) This is a BINGO. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Representative](https://jobs.ashbyhq.com/solace/09918284-504b-4f29-9f32-f8ae051a1e77?ref=supporthuman.cx) *Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health.* **About the Role** As a Customer Experience Representative for Solace, you will be supporting our patients and advocates via phone, email, and chat. Through feedback and action, you’ll also be supporting our team in getting people the help they need on their healthcare journey. In this role, you will work with our clients and advocates, supporting them in numerous ways. From appointment confirmations to in-depth troubleshooting, to coming up with creative solutions that resolve any issues that our clients and advocates encounter. You will also work with our new clients to support them during their first experiences with us, while sharing and tracking feedback so that we can make Solace a world-class experience for all of our users. **🔥 About Solace** By harnessing the power of human connection through technology, Solace is transforming healthcare in the U.S. Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate the system without help. By helping people work with professional health advocates, Solace serves as an integral, personal support layer for health issues in a way that the health system can’t. Using proprietary technology to match patients with experienced advocates, Solace cuts through the red tape of healthcare and helps individuals and families make informed decisions that result in better outcomes. Solace is a seed-stage startup founded in 2022 and backed by leading VCs. We have a lean, fully-remote U.S. team distributed coast-to-coast. Check out our website at [https://solace.health](https://solace.health/?ref=supporthuman.cx) **What You’ll Do** - Learn the Solace systems, tools, and technology, our foundation for being able to offer a great support experience - Use the resources we supply to provide world-class CS to our clients and advocates - Help us to gather and track feedback in order to work toward the constant improvement of our customer’s experience and our platform - Build strong relationships with our clients and advocates, helping them feel heard and understood - Take action based on the feedback you receive by reporting issues and sharing detailed notes - Resolve clients and advocate inquiries to their complete satisfaction via phone, email, and chat **What You Bring to the Table** - Empathy is your superpower, and you’re confident working through the toughest of conversations, whether by phone, email, or chat - You’re detail-oriented and understand that sometimes the smallest details make the biggest difference - You know your way around a computer and are a quick learner who works well in (sometimes) hectic circumstances, thriving while learning new tasks - You are a natural troubleshooter. You know what questions to ask to get to the root of any issue, and have enough tech experience to walk someone through basic issues with their browser or phone - You are a creative problem solver and won’t hesitate to lean on your team for help when necessary, but will execute confidently when called upon - You are more than comfortable giving and receiving feedback - You thrive on ensuring great outcomes for every person you interact with - You enjoy and embrace interacting with people from all walks of life in order to ensure they’re getting the health care they deserve - You’re comfortable forming quick bonds during your contact with our clients, and thrive under the pressure of resolving complex issues, even when those clients are upset - You’re flexible and willing to jump in and assist with anything when called upon - If you see something that’s not quite right or that is causing friction, you are not shy about reporting the trouble and help suggest a solution - You’re a team player with a “get it done” mentality, ready to contribute meaningfully to your team’s success **Up for the Challenge?** We look forward to meeting you. ### Customer Experience Agent URL: https://supporthuman.cx/jobs/customer-experience-agent/ Last updated: 2026-08-07T22:10:46.000Z ## [Tilt](https://jobs.ashbyhq.com/Tilt?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > This is the first bullet in their Culture section: Seriously fast-paced and challenging. I don't know why companies write stuff like this without explaining what it means. Do you really want candidates filling in the blanks here? Do you think that's going to go well for you? There's not a ton here, but what is here points to BINGO: no benefits, no salary transparency, and not-great culture signals. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Agent](https://jobs.ashbyhq.com/Tilt/c636e3ae-729c-4791-a015-8536726719c4?ref=supporthuman.cx) **Mission** At TILT, we’re pioneering the future of fashion marketplaces. Significant innovations in the past led to faster payments and fulfillment, from which the incumbents emerged. But there hasn't been anything further game-changing in the space — and now all online marketplaces suffer from the same *dull* buying and selling experiences. ***We're changing that by creating a fast, fun, interactive way to shop through live streams.*** **Culture** - **Seriously fast-paced and challenging.** - **Experimental and obsessed with one objective: to build a groundbreaking shopping experience for the world.** - **Extremely ambitious, friendly and want to win *together.*** - **You will be proud of your work for years to come.** **About the Role** You will be the first hire for our Customer Experience (CX) Team. In this role, you will be our front-line support for millions of users as well as the internal voice of our customers to ensure Tilt is constantly improving customers' lives. **What You'll Do** - Represent Tilt online at all times with a positive, customer-first attitude - Provide excellent customer service via e-mail and/or chat - Quickly responding to and resolving customer issues regarding orders, payments, fulfilment and payouts - Helping users with any inquiries or issues regarding onboarding - Handling sensitive or confidential information - Sharing common customer issues with the team to improve processes and fix root causes **What We're Looking For** - Fluent in English - Excellent communication skills - 1+ years of experience handling support via email or chat - Willingness to work different shifts (incl. weekends) - Ability to work under pressure - Understanding of e-commerce and marketplace operations - Experience with Zendesk or similar platforms - Bonus: - Knowledge of the fashion industry - Previous start-up experience - Fluency in multiple languages **Perks & Benefits** - Competitive salary **Want to join?** Apply with your CV and answer the following two questions (authentic answers only; generic responses will be rejected): 1. **Why Tilt?** Provide a brief answer in under 6 sentences or in bullet points. 2. **What do you NOT want to do in your next role?** Radical honesty is appreciated here. ### Customer Success Engineer URL: https://supporthuman.cx/jobs/customer-success-engineer/ Last updated: 2026-08-07T22:10:48.000Z ## [Eppo](https://www.geteppo.com/careers?ref=supporthuman.cx) | Comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The Careers page is pretty basic but straightforward. They link to a How We Work deck in the job description, which is very informative; plus, they have two women on their pretty diverse 6-person senior leadership team, one of whom is head of product! This role seems like a neat combination of success and support. > If you’re a customer champion, passionate about solving problems and leading strategic initiatives to enhance the customer experience - you’ll bring tremendous value to our customers and team. Love how they phrase this – focusing on the positive attributes candidates already have! > Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams Just the existence of this kind of team is a green flag. Even the application is short and funny: "(3+2 = ?) Tell us you're not a robot without telling us you're not a robot." Yes, I am putting this in Green Means Go despite no salary transparency, only because the hiring location is Europe / Middle East / Africa, which is so broad that it makes giving an actual salary range genuinely difficult, and everything else is just positive signals. Look at me being all benevolent and shit today. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Engineer](https://jobs.ashbyhq.com/Eppo/747b7a81-f6a8-444a-bb5d-7dc18ebc7147?ref=supporthuman.cx) At Eppo, we are building the future of experimentation, so that every company can have an entrepreneurial, customer oriented culture. We believe that AB experiments uniquely put customers at the center of product decisions instead of political processes. Our next-gen platform allows companies to 10x their volume of AB experiments by embracing the full technical rigor of engineering and statistics while focusing intensely on the evangelism of results and accessibility to business users. We are built for the modern cloud infrastructure, with easy integrations and an emphasis on privacy and security. Our team is made up of veteran product builders from Airbnb, Slack, and Snowflake, and our product is powering experimentation at some of top companies around the world. We’ve raised over $19M in Seed and Series A funding backed by top-tier venture firms like Menlo VC and Amplify Partners. To learn more about our company culture, what to expect during the interview process, and what drives us here at Eppo, check out [How We Work](https://drive.google.com/file/d/11fjowOfDcxWq24moFsSxWSTwepQ6Im2w/view?usp=sharing&ref=supporthuman.cx)! You can also watch [a demo](https://www.geteppo.com/?ref=supporthuman.cx) of Eppo on [our homepage](https://www.geteppo.com/?ref=supporthuman.cx) and read more on [our blog](https://www.geteppo.com/blog?ref=supporthuman.cx)! **Note**: There have been recent reports of fraudulent emails from people impersonating the Eppo talent team. All legitimate correspondence from Eppo will come only from [geteppo.com](http://geteppo.com/?ref=supporthuman.cx). Anything else should be reported to LinkedIn as a scam. For more information on these fake job scams, you can see this resource from the FTC: [https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms](https://consumer.ftc.gov/consumer-alerts/2023/08/scammers-impersonate-well-known-companies-recruit-fake-jobs-linkedin-and-other-job-platforms?ref=supporthuman.cx) **About the Role** We’re hiring a Customer Success Engineer to work closely with our Engineering and Customer Success teams to support customers in their experimentation journey. You will be responsible for handling complex technical issues and owning customer escalations. You will deliver value to our customers by driving down bug backlog with Engineering and representing the voice of the customer in prioritization meetings. If you’re a customer champion, passionate about solving problems and leading strategic initiatives to enhance the customer experience - you’ll bring tremendous value to our customers and team. What you’ll do as a Customer Success Engineer: - Become an Eppo expert and handle top-level technical customer escalations - Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams - Troubleshoot complex technical customer issues via phone, e-mail, chat, and virtual meetings - Contribute to Eppo Help Site documentation and the knowledge base - Partner with Engineering and Product to lead strategic initiatives focused on customer experience and product improvement - Act as a technical advisor in key customer conversations with Pre-Sales, Sales, and CSM teams to prevent customer churn and further other customer adoption initiatives - Advocate for customers internally by frequently providing customer feedback to the product team - Occasionally (less than 5%) visit customers to consult on challenging technical issues and projects with Eppo **Skills** What you’ll bring to the team: - Experience in a customer-facing technical support role - Strong knowledge of SQL and web-based technologies - you should be very comfortable navigating data in SQL and working with modern front-end and analytics technologies like CSS, JavaScript, Python, and/or R - Track record of managing complex technical customer escalations including customer and internal stakeholder communication - Proven ability to multi-task (since you could be managing one or more customer escalations!) - Bonus: Experience working in the data and analytics space, especially in a technical support environment - Bonus: Foundational knowledge of statistics and experimentation **Compensation** - Competitive salary and early team equity - Top of the line health, dental, and vision insurance - New laptop/equipment of your choice and whatever else you need to be productive - Compensation for learning materials, tools, and resources to help you learn and grow ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-11/ Last updated: 2026-08-07T22:10:49.000Z ## [Guidewheel](https://guidewheel.com/careers?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** This is a rare case in which you can actually \*see\* which roles a company deems valuable and which they don't, because some roles on Guidewheel's Careers page have salary transparency and some don't. It's actually pretty funny, in an uh-oh kind of way. There seems to be a misalignment between the duties of the role and its title (and probably salary, too, but we don't know what that is, sooooo.) I thought this was probably otherwise okay until we hit the "Personal Characteristics" section, which was just one red flag after another. Not to mention the "What's In It For You?" section contains no actual benefits, and we've got ourselves a BINGO. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://job-boards.greenhouse.io/guidewheel/jobs/4373110004?ref=supporthuman.cx) **THE COMPANY** Guidewheel is on a mission to empower all the world’s factories to reach sustainable peak performance. Inspired by the simple, universal truth that every machine on the factory floor has a power cord, our plug-and-play FactoryOps platform makes the power of the cloud accessible to any factory. Guidewheel clips onto any machine to turn its real-time “heartbeat” into a connected, actively learning system that empowers teams to reduce lost production time, increase throughput, and perform better and better over time. At Guidewheel we work with the factories that are the backbone of our economy, and you can have a real, on-the-ground impact right away. We have strong momentum and alignment around our mission, investor support, and a culture that values diversity, growth mindset, and results. And the tight link between our mission and our business model means that reaching more of the world’s 10 million factories accelerates our positive impact on the planet. **ROLE AND RESPONSIBILITIES** Guidewheel is entering an exciting phase of growth, and Customer Success is vital to our long-term mission and vision. We will not be successful unless our customers are receiving massive value from the Guidewheel platform. The Customer Success Manager will play a critical role in launching and supporting customers in North America to drive usage and value from Guidewheel. This role requires exceptional customer-facing communication through remote technology (we support our customers remotely), the ability to quickly understand a customer’s business, and comfort explaining technology products to all types of users. What you’ll do: - Guide customers to value - Own the customer relationship and success. For 15-40 Guidewheel customers in the USA, you are the owner who will drive success through initial onboarding, product adoption, retention, and identifying value-add new features. You will work cross-functionally with a team of technical account managers and implementation specialists to ensure our customers are successful, and at the end of the day responsibility for the customer’s success is yours. - Deeply understand the objectives of the factories we work with and be a trusted right-hand advisor to the teams using Guidewheel - Work with the Guidewheel team and customers to repeatedly define, drive, and demonstrate the value (ROI) delivered by the Guidewheel platform - Define and optimize the customer journey - Work with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points and new release updates - Represent the voice of the customer to inform our sales & support process and product roadmap - Manage direct + regular customer communication across users - Own customer experience, renewals, and upsells - Enable successful roll-out of Guidewheel to users across the factory as an essential business tool, leading trainings both virtually and in person - Own contract renewals, growth, and upsells for customers by understanding their business needs and helping them succeed - Identify opportunities for customers to act as Guidewheel advocates (e.g. testimonials, case studies) - Set clear expectations and provide support to ensure a positive experience for customers at every level **PROFESSIONAL QUALIFICATIONS** - Direct SaaS Customer Success experience, with world-class results guiding customers to operationalize technology and quantify results. - Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories that we serve including but not limited to operations leaders, factory managers, engineers, and maintenance teammates. - Extensive experience personally managing high-level customers, including executive presence and effectiveness interacting solo with C-level audiences. - The ideal candidate will have direct experience within a startup, building many aspects of a successful startup “Customer Success engine,” including ideal customer profiles and buyer personas, implementation, customer onboarding, training, customer retention, team recruiting, learning and development, compensation plans, CRM and reporting systems, expansion pipeline and reports, and scalable processes. **PERSONAL CHARACTERISTICS** - Thoughtful \*and\* fast. Understands that speed is a competitive advantage and always strives to hit their goals 10x faster than expected. - Results-driven with bias for action and commitment to excellence. Self-directed, rolls up the sleeves and engages in all activities with a sense of urgency. Gets it done on time, every time. Extremely organized with excellent attention to detail. - Thrives in a fast-paced environment of constant change. Manages numerous time-sensitive priorities simultaneously and rigorously. Positive, resilient and constantly seeking candid feedback to improve. Listens to and considers alternatives. Makes decisions. - Customer obsessed and constantly upleveling. Always seeking to learn more about and care better for our customers. Constantly pushing for the root cause and true “job to be done” to improve the product in ways that drive customer results. Easily moving between details—when they matter—while also upleveling the conversation to connect to strategic business priorities and help us find the most elegant solution. - Entrepreneurial and driven - wants to be part of a fast growing SaaS company, set high standards, and deliver world-class results, demonstrating flexibility and adaptability as needed in a startup environment. Evidence of extreme drive, looking for a challenge and committed to winning as a team. - A team builder, team player and leader who creates loyalty, trust and following. Collaborative attitude and desire to contribute outside primary areas of responsibility. Inspires others and is highly respected. **WHAT'S IN IT FOR YOU?** - Grow with a team that believes developing talent is important, and is building that as a core strength of the company from day one. - Be a leader in the organization, leading the way for future hires and mentoring junior team members as they join. - Have influence and impact on the full customer journey. - Work with a team of world-class talent. **THE LOCATION** Anywhere! Guidewheel is a distributed team and our expectation is to remain 100% remote-first for the foreseeable future. For this role, you’ll be working with a team on North American time zones. ### Technical Customer Success Manager URL: https://supporthuman.cx/jobs/technical-customer-success-manager/ Last updated: 2026-08-07T22:10:51.000Z ## [Kong](https://konghq.com/company/careers?ref=supporthuman.cx) | $140,000-$160,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > U-First Fridays Get 4 hours a month for continuous learning with a book, podcast, or course of your choice. Wow, four whole hours a month? How generous. > Silence those notifications. Enjoy some well-deserved long weekends where the entire team unplugs. Um. > Build a home office environment tailored to support your productivity. We’ll help foot the bill. Every "benefit and perk" feels more red-flaggy than the last. > If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. I will give them credit for putting this \*before\* the job description and for the welcoming way they phrased this. Most companies put this last, if they include it at all, so Kong gets points on this from me. > And any additional tasks required by manager I always worry a little when this gets tacked on at the end of a duties list – it's not necessarily \*always\* a red flag, but it's worth asking why a company felt the need to add it. Is the company understaffed overall so that everyone needs to wear numerous hats at little notice? Is the management team understaffed to the point that they have to delegate management tasks to direct reports? Is it something else? The answer to these questions could be your catnip or your kryptonite, so don't just assume you know what it means! > Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision I also like how they phrased this! They explain what they want instead of relying on "self-directed/independent team player" or ableist language. > Experience managing multiple projects at a time while focusing on attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention Making grammatical errors / typos in the same sentence as requiring attention to detail will never stop being funny, no matter how many times I see it. I'm going to put this in Eh, It's Probably Fine, not because we're ignoring the red flags (I'd recommend asking further about them in interviews), but because the green flags show that they are trying. Kong shows their heart in their values and in the job description. I can see the shape of what they're trying to do, so I'm willing to extend the benefit of the doubt and assume they'll grow over time. I guess we'll see what I hear and how they fare in future JDs! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Technical Customer Success Manager](https://jobs.lever.co/kong/1fbc088b-6b3d-452c-90c8-cd7402b9d9f5?ref=supporthuman.cx) **Are you ready to power the World's connections?** If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. **About the role:** As a member of the CSM team you will act as a champion for our largest and most critical customers. You will function as the primary post-sales point of contact for all technical, product and support questions on a day-to-day basis and will help establish, implement and run processes and projects that help deliver successful adoption and usage of Kong products. In this role you will have the opportunity to interface with everyone in the customer environment from Developers to Executives and represent our values every day and will allow you to understand their business, operational, and technical needs to help them achieve the greatest value from Kong. **Why should you want to work at Kong?** **Market Opportunity** \- We are on a quest to build a $10b+ software company over the next few years and need YOUR help! [Why APIs Matter](https://systemsapproach.substack.com/p/why-apis-matter?s=r)? APIs have been enabling innovation for decades! [Strong VC team, Series D](https://www.crunchbase.com/organization/konghq/company%5Ffinancials?ref=supporthuman.cx), strong year over year revenue growth! **Technical Leadership** \- We are recognized as the leader in innovation in the connectivity space. [Marco, our CTO/co-founder ](https://www.youtube.com/watch?v=wd-VjsYrPMs&ref=supporthuman.cx)\- “We are the Cisco of L4 and L7” - CUBE Conversation, March 2021\. [We are the leading innovator](https://venturebeat.com/2021/05/17/how-the-api-economy-is-powering-digital-transformation/?ref=supporthuman.cx) in the connectivity space! **Amazing Team & Culture** \- Come be a "Konger" and find out what we mean. [Great Place to Work Certified](https://www.greatplacetowork.com/certified-company/7020766?ref=supporthuman.cx) in 2020 & 2021Kong employees exemplify our culture at our [2022 Sales Kickoff](https://drive.google.com/file/d/17a8naiP7XQdXF%5FXnG5FIpCbqZ8SodiuM/view?ref=supporthuman.cx)[2022 Forbes Cloud 100 Honoree](https://www.businesswire.com/news/home/20220809005784/en/Kong-Inc.-Is-Named-to-the-2022-Forbes-Cloud-100-for-the-Second-Consecutive-Year?ref=supporthuman.cx) **Building Great Products** \- Learn why the world's largest companies love our tech! [Kong Named a Leader in the 2021 Gartner Magic Quadrant](https://konghq.com/blog/leader-2021-gartner-mq-api-management?ref=supporthuman.cx). Over 250m+ downloads of our open source API gateway! Over 40k+ stars on Github between [Kong API](https://github.com/Kong/kong?ref=supporthuman.cx) and [Kong Insomnia](https://github.com/Kong/insomnia?ref=supporthuman.cx)! ### What you will do: - Ensure constant communication with customers and emerge as customer’s trusted technical advisor and a partner - Establish business value for customers and help them achieve the targets and ROI - Involved in customer’s renewal and expansion. - Work with customers to explore new use cases and expand Kong’s API platform usage - Understand, advocate and document customer’s use case, architecture and roadmap - Effectively manage the tracking and resolution of customer escalations on behalf of product and services - Manage customer accounts with Kong’s customer maturity model framework, including driving cadence calls, and establishing Quarterly Business Reviews. - Periodic review of Kong implementation and walk through best practices - And any additional tasks required by manager ### What you'll bring: - 3-5 years of experience working in a technical, customer-facing role (Technical Account Management, Sales Engineering, Technical Support, Professional Services) - Knowledge of developer concepts such as DevOps, full-stack application development and microservices on cloud computing - Excellent communication skills and an ability to concisely articulate complex technical issues and solutions - Storytelling with data to articulate business value realized though Kong products - Strong collaboration and teamwork with cross functional teams (Sales, Product, Engineering, Marketing, Support, etc.) to represent the voice of the customer - Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision - Experience managing multiple projects at a time while focusing on attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention - Prior experience administering/interacting with an API management platforms (plus) - Prior experience working for a technology startup (plus) Kong has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. Compensation varies depending on a wide array of factors, including but not limited to specific candidate location, role, skill set and level of experience. Certain roles are eligible for additional rewards including sales incentives depending on the terms of the applicable plan and role. Benefits may vary depending on location. US based employees are typically offered access to healthcare benefits, a 401(k) plan, short and long term disability benefits, basic life and AD&D insurance, among others. The typical base pay range for this role in the US is $140,000 - 160,000\. This role does have a variable on top of the base salary. **What is a Konger?** We are a group of makers, thinkers, and doers focused on helping today’s developers build tomorrow’s technology. Our teams work on the bleeding edge of API innovation to provide our users with a central nervous system for data and services. We put design at the heart of everything we do, and we’re relentlessly focused on creating beautiful experiences for our customers. That’s why technology companies, major banks, e-commerce innovators, and government agencies put Kong in front of their most important web applications. We believe in the power of Open Source and everything it stands for. That’s why developers around the world enthusiastically contribute on top of our open-source platform. We are passionate about solving challenges that will fundamentally shape the future of technology, and we’re looking for the right people to join us on our mission. If you believe in taking ownership of your work, making an impact, and having fun along the way, we would love to talk to you. **Kong Core Values:** **Be Inclusive.** We work together from anywhere to achieve our common goals. Our differences make us stronger. **Be Authentic.** We are genuine, principled and confident without arrogance. Show respect and kindness, especially in tough moments. **Be Relentlessly Resourceful.** We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things build muscle. **Be Customer Obsessed.** We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact. **Be Curious.** We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way. **Be an Owner.** We are drivers not passengers and own the quality and outcomes of our work. **About Kong:** Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). Loved by developers and trusted with enterprises’ most critical traffic volumes, Kong helps startups and Fortune 500 companies build with confidence – allowing them to bring solutions to market faster with API and service connectivity that scales easily and securely. 83% of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore, we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind! For more information about Kong, please visit [konghq.com](http://konghq.com/?ref=supporthuman.cx) or follow @thekonginc on Twitter. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-9/ Last updated: 2026-08-07T22:10:52.000Z ## [Grafana Labs](https://grafana.com/about/careers/?ref=supporthuman.cx) | $105,639-$126,766 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Identical to the other Support Engineer roles for Grafana, just in a different US time zone. Still great. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/grafanalabs/jobs/5252674004?ref=supporthuman.cx) Candidates must be located in an PST time zone. As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. **Responsibilities:** - Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) - Utilizing SSO/SAML experience to help customers in securing their Grafana instances - Evaluating errors or discrepancies within customer dashboard panels and determining root cause - Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) - Troubleshooting connectivity to various data sources and plugins - Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities - Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) - Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat - Contribute to internal knowledge base and share information about technical issues within your team - Gather and share customer feedback with Product, Sales, and Customer Success teams - Provide training to new and existing team members and help with the onboarding process for new customers **Requirements:** - 3+ Years of experience in a Support Engineer role - Located in a PST Timezone in USA - A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology - You must be proficient in the troubleshooting process and have strong researching skills - We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies - Solid experience with CRM software, help desk software and remote support tools - Experience delivering client-focussed solutions to customer needs In the US, the Base compensation range for this role is USD 105,639 - USD 126,766\. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed [here](https://grafana.com/about/careers/?ref=supporthuman.cx#jobs). *\*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.* --- **About Grafana Labs:** There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with [Grafana Cloud](https://grafana.com/products/cloud/?ref=supporthuman.cx) or self-managed with the [Grafana Enterprise Stack](https://grafana.com/products/enterprise/?ref=supporthuman.cx), both featuring scalable metrics ([Grafana Mimir](https://grafana.com/oss/mimir/?ref=supporthuman.cx)), logs ([Grafana Loki](https://grafana.com/oss/loki/?ref=supporthuman.cx)), and traces ([Grafana Tempo](https://grafana.com/oss/tempo/?ref=supporthuman.cx)). **Benefits:** For more information about the perks and benefits of working at Grafana, please check out our [careers page](https://grafana.com/about/careers/?ref=supporthuman.cx). **Equal Opportunity Employer:** At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. *For information about how your personal data is used once you’ve applied to a job, check out our* [*privacy policy*](https://grafana.com/legal/applicant-and-candidate-privacy-policy/?ref=supporthuman.cx)*.* ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-8/ Last updated: 2026-08-07T22:10:53.000Z ## [Grafana Labs](https://grafana.com/about/careers/?ref=supporthuman.cx) | $105,639-$126,766 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Identical to the other Support Engineer roles for Grafana, just in a different US time zone. Still great. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/grafanalabs/jobs/5252676004?ref=supporthuman.cx) **Candidates must be located in an EST time zone.** As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. **Responsibilities**: - Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) - Utilizing SSO/SAML experience to help customers in securing their Grafana instances - Evaluating errors or discrepancies within customer dashboard panels and determining root cause - Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) - Troubleshooting connectivity to various data sources and plugins - Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities - Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) - Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat - Contribute to internal knowledge base and share information about technical issues within your team - Gather and share customer feedback with Product, Sales, and Customer Success teams - Provide training to new and existing team members and help with the onboarding process for new customers **Requirements:** - 3+ Years of experience in a Support Engineer role - Located in a EST Timezone in USA - A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology - You must be proficient in the troubleshooting process and have strong researching skills - We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies - Solid experience with CRM software, help desk software and remote support tools - Experience delivering client-focussed solutions to customer needs In the US, the Base compensation range for this role is USD 105,639 - USD 126,766\. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed [here](https://grafana.com/about/careers/?ref=supporthuman.cx#jobs). *\*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.* --- **About Grafana Labs:** There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with [Grafana Cloud](https://grafana.com/products/cloud/?ref=supporthuman.cx) or self-managed with the [Grafana Enterprise Stack](https://grafana.com/products/enterprise/?ref=supporthuman.cx), both featuring scalable metrics ([Grafana Mimir](https://grafana.com/oss/mimir/?ref=supporthuman.cx)), logs ([Grafana Loki](https://grafana.com/oss/loki/?ref=supporthuman.cx)), and traces ([Grafana Tempo](https://grafana.com/oss/tempo/?ref=supporthuman.cx)). **Benefits:** For more information about the perks and benefits of working at Grafana, please check out our [careers page](https://grafana.com/about/careers/?ref=supporthuman.cx). **Equal Opportunity Employer:** At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. *For information about how your personal data is used once you’ve applied to a job, check out our* [*privacy policy*](https://grafana.com/legal/applicant-and-candidate-privacy-policy/?ref=supporthuman.cx)*.* ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-7/ Last updated: 2026-08-07T22:10:54.000Z ## [Grafana Labs](https://grafana.com/about/careers/?ref=supporthuman.cx) | $105,639-$126,766 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Identical to the other Support Engineer roles for Grafana, just in a different US time zone. Still great. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/grafanalabs/jobs/5257342004?ref=supporthuman.cx) **Candidates must be located in an CST time zone.** As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. **Responsibilities:** - Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) - Utilizing SSO/SAML experience to help customers in securing their Grafana instances - Evaluating errors or discrepancies within customer dashboard panels and determining root cause - Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) - Troubleshooting connectivity to various data sources and plugins - Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities - Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) - Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat - Contribute to internal knowledge base and share information about technical issues within your team - Gather and share customer feedback with Product, Sales, and Customer Success teams - Provide training to new and existing team members and help with the onboarding process for new customers **Requirements:** - 3+ Years of experience in a Support Engineer role - Located in CST Timezone in USA - A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology - You must be proficient in the troubleshooting process and have strong researching skills - We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies - Solid experience with CRM software, help desk software and remote support tools - Experience delivering client-focussed solutions to customer needs In the US, the Base compensation range for this role is USD 105,639 - USD 126,766\. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed [here](https://grafana.com/about/careers/?ref=supporthuman.cx#jobs). *\*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.* --- **About Grafana Labs:** There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with [Grafana Cloud](https://grafana.com/products/cloud/?ref=supporthuman.cx) or self-managed with the [Grafana Enterprise Stack](https://grafana.com/products/enterprise/?ref=supporthuman.cx), both featuring scalable metrics ([Grafana Mimir](https://grafana.com/oss/mimir/?ref=supporthuman.cx)), logs ([Grafana Loki](https://grafana.com/oss/loki/?ref=supporthuman.cx)), and traces ([Grafana Tempo](https://grafana.com/oss/tempo/?ref=supporthuman.cx)). **Benefits:** For more information about the perks and benefits of working at Grafana, please check out our [careers page](https://grafana.com/about/careers/?ref=supporthuman.cx). **Equal Opportunity Employer:** At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. *For information about how your personal data is used once you’ve applied to a job, check out our* [*privacy policy*](https://grafana.com/legal/applicant-and-candidate-privacy-policy/?ref=supporthuman.cx)*.* ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-6/ Last updated: 2026-08-07T22:10:56.000Z ## [Grafana Labs](https://grafana.com/about/careers/?ref=supporthuman.cx) | £66,000-£70,000 (\~$86,661-$91,9134) ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Oh my dog, y'all! Y'ALL. THERE'S SALARY TRANSPARENCY FOR THIS INTERNATIONAL ROLE!!! Now, I'm not qualified to say whether this is adequate compensation for this kind of role located in the UK. But just the fact that we know what the salary range is makes me believe that it probably is, because it's easy enough for UK candidates to compare it to other offers. Good job, Grafana. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/grafanalabs/jobs/5203729004?ref=supporthuman.cx) **This is a remote role ONLY for candidates located in the UK.** Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a leading observability company in a high-growth phase. We’re looking for an experienced, versatile, and highly motivated Support Engineer to join the team. As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. This position will be focused on our EMEA Customer coverage. **What you'll be doing:** - Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) - Utilizing SSO/SAML experience to help customers in securing their Grafana instances - Evaluating errors or discrepancies within customer dashboard panels and determining root cause - Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) - Troubleshooting connectivity to various data sources and plugins - Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities - Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) - Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat - Contribute to internal knowledge base and share information about technical issues within your team - Inform customers about new features and functionality - Gather and share customer feedback with Product, Sales, and Customer Success teams - Provide training to new and existing team members and help with the onboarding process for new customers **What you'll bring to the team:** - A background knowledge of any of the following fields is desired:Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology - A willingness to learn and aptitude to master our products and become a trusted advisor to our customers - You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions - You must be proficient in the troubleshooting process and have strong researching skills - You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate. - We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologiesSolid experience with CRM software, help desk software and remote support tools - Experience delivering client-focussed solutions to customer needs - Excellent listening, problem solving and communication skills - You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service - Fluency in English with any other European language (especially German) would be ideal In the UK, the Base compensation range for this role is GBP 66,000 - GBP 70,000\. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed [here](https://grafana.com/about/careers/?ref=supporthuman.cx#jobs). *\*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.* --- **About Grafana Labs:** There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with [Grafana Cloud](https://grafana.com/products/cloud/?ref=supporthuman.cx) or self-managed with the [Grafana Enterprise Stack](https://grafana.com/products/enterprise/?ref=supporthuman.cx), both featuring scalable metrics ([Grafana Mimir](https://grafana.com/oss/mimir/?ref=supporthuman.cx)), logs ([Grafana Loki](https://grafana.com/oss/loki/?ref=supporthuman.cx)), and traces ([Grafana Tempo](https://grafana.com/oss/tempo/?ref=supporthuman.cx)). **Benefits:** For more information about the perks and benefits of working at Grafana, please check out our [careers page](https://grafana.com/about/careers/?ref=supporthuman.cx). **Equal Opportunity Employer:** At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. *For information about how your personal data is used once you’ve applied to a job, check out our* [*privacy policy*](https://grafana.com/legal/applicant-and-candidate-privacy-policy/?ref=supporthuman.cx)*.* ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-5/ Last updated: 2026-08-07T22:10:57.000Z ## [Grafana Labs](https://grafana.com/about/careers/?ref=supporthuman.cx) | SEK 510,000 - SEK 612,000 (\~$49,655-$59,586) ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Oh my dog, y'all! Y'ALL. THERE'S SALARY TRANSPARENCY FOR THIS INTERNATIONAL ROLE!!! Now, I'm not qualified to say whether this is adequate compensation for this kind of role located in Sweden. But just the fact that we know what the salary range is makes me believe that it probably is, because it's easy enough for Swedish candidates to compare it to other offers. Good job, Grafana. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/grafanalabs/jobs/5181558004?ref=supporthuman.cx) **This is a remote role ONLY for candidates located in Sweden.** Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a leading observability company in a high-growth phase. We’re looking for an experienced, versatile, and highly motivated Support Engineer to join the team. As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. This position will be focused on our EMEA Customer coverage. **What you'll be doing:** - Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) - Utilizing SSO/SAML experience to help customers in securing their Grafana instances - Evaluating errors or discrepancies within customer dashboard panels and determining root cause - Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) - Troubleshooting connectivity to various data sources and plugins - Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities - Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) - Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat - Contribute to internal knowledge base and share information about technical issues within your team - Inform customers about new features and functionality - Gather and share customer feedback with Product, Sales, and Customer Success teams - Provide training to new and existing team members and help with the onboarding process for new customers **What you'll bring to the team:** - A background knowledge of any of the following fields is desired:Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology - A willingness to learn and aptitude to master our products and become a trusted advisor to our customers - You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions - You must be proficient in the troubleshooting process and have strong researching skills - You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate. - We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologiesSolid experience with CRM software, help desk software and remote support tools - Experience delivering client-focussed solutions to customer needs - Excellent listening, problem solving and communication skills - You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service - Fluency in English with any other European language (especially German) would be ideal In Sweden, the Base compensation range for this role is SEK 510,000 - SEK 612,000\. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed [here](https://grafana.com/about/careers/?ref=supporthuman.cx#jobs). *\*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.* --- **About Grafana Labs:** There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with [Grafana Cloud](https://grafana.com/products/cloud/?ref=supporthuman.cx) or self-managed with the [Grafana Enterprise Stack](https://grafana.com/products/enterprise/?ref=supporthuman.cx), both featuring scalable metrics ([Grafana Mimir](https://grafana.com/oss/mimir/?ref=supporthuman.cx)), logs ([Grafana Loki](https://grafana.com/oss/loki/?ref=supporthuman.cx)), and traces ([Grafana Tempo](https://grafana.com/oss/tempo/?ref=supporthuman.cx)). **Benefits:** For more information about the perks and benefits of working at Grafana, please check out our [careers page](https://grafana.com/about/careers/?ref=supporthuman.cx). **Equal Opportunity Employer:** At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. *For information about how your personal data is used once you’ve applied to a job, check out our* [*privacy policy*](https://grafana.com/legal/applicant-and-candidate-privacy-policy/?ref=supporthuman.cx)*.* ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-4/ Last updated: 2026-08-07T22:10:58.000Z ## [Grafana Labs](https://grafana.com/about/careers/?ref=supporthuman.cx) | ₹3,673,000-₹5,453,000 (\~$43,784-$65,002) ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Oh my dog, y'all! Y'ALL. THERE'S SALARY TRANSPARENCY FOR THIS INTERNATIONAL ROLE!!! Now, I'm not qualified to say whether this is adequate compensation for this kind of role located in India. But just the fact that we know what the salary range is makes me believe that it probably is, because it's easy enough for Indian candidates to compare it to other offers. Good job, Grafana. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/grafanalabs/jobs/5167893004?ref=supporthuman.cx) Candidates must be located in an Indian time zone. As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. **Responsibilities:** - Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) - Utilizing SSO/SAML experience to help customers in securing their Grafana instances - Evaluating errors or discrepancies within customer dashboard panels and determining root cause - Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) - Troubleshooting connectivity to various data sources and plugins - Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities - Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) - Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat - Contribute to internal knowledge base and share information about technical issues within your team - Gather and share customer feedback with Product, Sales, and Customer Success teams - Provide training to new and existing team members and help with the onboarding process for new customers **Requirements:** - 3+ Years of experience in a Support Engineer role - A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology - You must be proficient in the troubleshooting process and have strong researching skills - We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies - Solid experience with CRM software, help desk software and remote support tools - Experience delivering client-focussed solutions to customer needs In India, the Base compensation range for this role is INR 3,673,000 to INR 5,453,000\. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed [here](https://grafana.com/about/careers/?ref=supporthuman.cx#jobs). *\*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.* --- **About Grafana Labs:** There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with [Grafana Cloud](https://grafana.com/products/cloud/?ref=supporthuman.cx) or self-managed with the [Grafana Enterprise Stack](https://grafana.com/products/enterprise/?ref=supporthuman.cx), both featuring scalable metrics ([Grafana Mimir](https://grafana.com/oss/mimir/?ref=supporthuman.cx)), logs ([Grafana Loki](https://grafana.com/oss/loki/?ref=supporthuman.cx)), and traces ([Grafana Tempo](https://grafana.com/oss/tempo/?ref=supporthuman.cx)). **Benefits:** For more information about the perks and benefits of working at Grafana, please check out our [careers page](https://grafana.com/about/careers/?ref=supporthuman.cx). **Equal Opportunity Employer:** At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. *For information about how your personal data is used once you’ve applied to a job, check out our* [*privacy policy*](https://grafana.com/legal/applicant-and-candidate-privacy-policy/?ref=supporthuman.cx)*.* ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-3/ Last updated: 2026-08-07T22:11:00.000Z ## [Grafana Labs](https://grafana.com/about/careers/?ref=supporthuman.cx) | $105,639-$126,766 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** I really like Grafana's Careers page – it's informative and earnest, and their company values are thoughtful and well-articulated. Take this bit: > We’re a startup; we’re far from perfect. Get super comfortable with things not being perfect, while continuing to hold high standards for yourself and the team. This is what it looks like to actually explain what a "fast-paced environment" means in your company instead of relying on the cliche. Good job, Grafana. I do wish they wouldn't describe benefits as perks, but that's a minor issue in context. > We’re looking for an experienced, versatile, and highly motivated Support Engineer to join the team. Do you see how you can describe the qualities you're looking for without resorting to ableist language? Good job, Grafana. Don't let me down. (I'm sitting here chanting to myself: *please, no fast-paced environment, please have salary transparency, please don't try to change the world, please, please, please!*) > A willingness to learn and aptitude to master our products and become a trusted advisor to our customers Y'all. They just...describe what they want. They're not asking for "intelligent rockstars!" I'm verklempt. This is great from start (Careers page) to finish (refreshingly practical and down-to-earth EEO statement and job application). The salary is fantastic. Good job, Grafana. You've earned that **Green Means Go**! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/grafanalabs/jobs/5237708004?ref=supporthuman.cx) Candidates must be located in an EST, PST or CT time zone. Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a leading observability company in a high-growth phase. We’re looking for an experienced, versatile, and highly motivated Support Engineer to join the team. As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. This position will be focused on our US Customer coverage, with a preference for candidates in eastern and central time zones. **Responsibilities:** - Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) - Utilizing SSO/SAML experience to help customers in securing their Grafana instances - Evaluating errors or discrepancies within customer dashboard panels and determining root cause - Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) - Troubleshooting connectivity to various data sources and plugins - Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities - Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) - Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat - Contribute to internal knowledge base and share information about technical issues within your team - Inform customers about new features and functionality - Gather and share customer feedback with Product, Sales, and Customer Success teams - Provide training to new and existing team members and help with the onboarding process for new customers **Requirements:** - A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology - A willingness to learn and aptitude to master our products and become a trusted advisor to our customers - You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions - You must be proficient in the troubleshooting process and have strong researching skills - You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate. We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies - Solid experience with CRM software, help desk software and remote support tools - Experience delivering client-focussed solutions to customer needs - Excellent listening, problem solving and communication skills - You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service In the US, the Base compensation range for this role is USD 105,639 - USD 126,766\. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed [here](https://grafana.com/about/careers/?ref=supporthuman.cx#jobs). *\*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.* --- **About Grafana Labs:** There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with [Grafana Cloud](https://grafana.com/products/cloud/?ref=supporthuman.cx) or self-managed with the [Grafana Enterprise Stack](https://grafana.com/products/enterprise/?ref=supporthuman.cx), both featuring scalable metrics ([Grafana Mimir](https://grafana.com/oss/mimir/?ref=supporthuman.cx)), logs ([Grafana Loki](https://grafana.com/oss/loki/?ref=supporthuman.cx)), and traces ([Grafana Tempo](https://grafana.com/oss/tempo/?ref=supporthuman.cx)). **Benefits:** For more information about the perks and benefits of working at Grafana, please check out our [careers page](https://grafana.com/about/careers/?ref=supporthuman.cx). **Equal Opportunity Employer:** At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow. *For information about how your personal data is used once you’ve applied to a job, check out our* [*privacy policy*](https://grafana.com/legal/applicant-and-candidate-privacy-policy/?ref=supporthuman.cx)*.* ### Manager of Technical Support URL: https://supporthuman.cx/jobs/manager-of-technical-support/ Last updated: 2026-08-08T00:05:44.000Z Location: New York City · Denver · London · Austin · Miami · Boston · Toronto · Dublin · Portland · Washington, D.C. · Lisbon · Porto ## [Siena](https://jobs.ashbyhq.com/siena?ref=supporthuman.cx) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Okay, I am...very not objective about this company. I am actively hostile to the product and the way Siena markets it: simulated chat conversations on their homepage in which they are clearly encouraging companies to deceive customers into thinking they're talking to humans and not bots and intentionally and repeatedly positioning their product as a replacement for human support agents. So it is galling – to say the least – to see Siena hiring human support for their product when they're happy enough for it to fuel an exaggerated AI craze that's led to a CX employment crisis everywhere else. The words *irony* and *hypocrisy* come to mind. Thus it is unsurprising that Siena has no Careers page to speak of, just a list of their job openings. Why worry about being candidate-first? I'm sure there's an AI for that. > making a real impact in automating agentic workflows Making up words in addition to making up "humans" > join us on our mission to revolutionize customer experience through empathetic AI \*starts box-breathing exercises\* > We're direct and honest: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully. Does that include being honest with customers when they're talking to a chatbot and not a human? > As Manager of Technical Support, you will be responsible for managing the technical support team within our customer success organization. What technical support team? I thought you have Siena for that. Is this position just bossing the bot around? > In this player/coach role, you will help to deliver world class support to our global customer base. Ooohhh, so Siena's good enough for other people's customers, but not to deliver "world class support" for *your* customers. Got it. (Shall we infer that "world class support" means "support actually delivered by humans?") > We're a startup. We can't offer you fancy offices or extra perks. But here's what we can offer How about, I don't know, JUST REAL FUCKING BENEFITS. Who (oh, who am I kidding, what) wrote this? Have y'all dove so far into the AI Kool-Aid that you can't even remember that a real person will be in this job and need little things like healthcare and dental? WHAT IS THE MATTER WITH YOU. > At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. I can't, y'all. Snark overload. I CANNOT. There's also a Customer Success Manager role open at this company but I absolutely refuse to subject myself to more of this nonsense. (I should note that I don't begrudge the humans who work here. People need jobs. That's kind of the whole basis for my beef with Siena.) **UPDATE 1Sep24:** A reader whose opinion I respect felt that I was being too harsh with Siena in some places, since 1) they don't offer technical support (as far as we can tell on the website) and 2) since Siena is the vendor and not making decisions regarding how their clients present the bot to customers. (I hope I've fairly represented your points, friend!) This is a fair criticism, and I think it's only fair that I explain my big words up there. I am, and have been, very harsh with Siena. It's true that they don't have much control over how their clients choose to use their product, but they certainly have control over how they market and position their tool. This matters because it inarguably influences how customers talk and think about their product (and about "AI" tools in general, which [do not](https://bigthink.com/the-future/artificial-general-intelligence-true-ai/?ref=supporthuman.cx), [at this moment](https://www.theguardian.com/commentisfree/2023/mar/30/artificial-intelligence-chatgpt-human-mind?ref=supporthuman.cx), [actually exist](https://www.helpscout.com/blog/benefits-of-ai-in-customer-service/?ref=supporthuman.cx#:~:text=Better%20Customer%20Support-,What%20AI%20in%20customer%20service%20is%20%28and%20isn%E2%80%99t%29,-Most%20AI%20tools)). It’s understandable if you feel I’m being pedantic here, but these definitions matter. Siena features testimonials calling the bot "her," their examples include simulated chats between customers and the bot, which is given human names and personas with no indication that it’s really a bot, and they make claims all over their website about how empathetic the bot is. The bot is not “superhuman,” as Siena claims at one point on their website, nor is it empathetic (both of which are impossible) – it's a very advanced next-word predictor. Siena certainly understands this, and acknowledging this wouldn’t make the product any less effective at what it does. And yet, they’re marketing it as “superhuman AI” because it is both expedient and very, very lucrative to contribute to the AI craze. Which, cool, that’s their prerogative. But either Siena is positioning their tool as human-like enough to replace actual human agents, or they're not. They can't have it both ways. I find it frustrating to see a CX product marketed this way and then see that same company hire human support agents to, in their own words, "deliver world class support," and I'm going to continue to criticize that unrealistic marketing / positioning and the effect it's had on the CX job market, regardless of whether it’s intentional or unintentional on the part of the company. Agh, sorry reader friend, you know how I get worked up. This isn't aimed at you at all, but at the company itself. I guess I should close this by reiterating: I am very not objective about this company. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Manager of Technical Support](https://jobs.ashbyhq.com/siena/f622ad39-b2ad-4b9c-aa69-9ea38bc245d3?ref=supporthuman.cx) **About Siena** Siena is building enterprise empathic AI Agents powered by reasoning-adept LLMs. Siena is the first AI Agent of its kind, designed to integrate with existing systems and interact with customers across multiple channels from a single, unified platform. If you're excited about the intersection of human-to-machine communication and want to be part of a team driving innovation and making a real impact in automating agentic workflows, join us on our mission to revolutionize customer experience through empathetic AI. **Some of our values** We're not big on corporate-speak, but here's what matters to us: - **We put customers first**: We work hard to understand our customers. We try to put ourselves in their position and do more than they expect. - **We're direct and honest**: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully. - **We try new things**: We're not afraid to do things differently if it means finding better solutions. - **We step up**: When we see a chance to make a difference, we take it. We trust ourselves to decide and take responsibility for what happens. - **We're quick on our feet**: We adapt to changes and challenges. We see them as chances to learn and grow. - **We stay curious**: We ask questions and explore new ideas. What we learn helps us keep growing. - **We own it**: We're all owners here. We take charge, make the call, and own the outcome. **Job Overview** As Manager of Technical Support, you will be responsible for managing the technical support team within our customer success organization. In this player/coach role, you will help to deliver world class support to our global customer base. You will need to work closely with multiple teams spanning across the globe and the business to allow us to deliver world class support. The role includes building a world class support team, and offering insights for the continuous improvement of our AI products. This role demands a blend of leadership skills, technical acumen, problem-solving skills, and a customer-centric approach. **Key Responsibilities:** 1. **Management**: Responsible for people management, including hiring, mentoring, improving productivity, performance management, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and handling ongoing training. 2. **Metrics**: Strong knowledge and experience in managing and exceeding KPIs and critical technical support metrics including first response time, resolution time, and customer satisfaction. In addition, contribute to the overall CS metrics of customer retention and growth. 3. **Customer Service**: Ensure that high-quality support is delivered to customers via phone, email, and chat. Ensure that the support team responds to customer inquiries in a timely and accurate manner. Create and manage a Q/A process to review the quality of responses from the support team. 4. **Technical Support:** Ensure that support team troubleshoots and resolves technical issues related to our AI products and services. Own and bring to conclusion customer escalations by partnering with CSMs, engineering, and product. 5. **Communication:** Manage major operations outages and communications to the customers. 6. **Product Knowledge:** Ensure support team is up-to-date on our product features, capabilities, and updates to provide informed support. 7. **Feedback Collection:** Gather and relay feedback to the product development team for future enhancements. 8. **Documentation:** Accurately document customer interactions, issues, and resolutions in our ticketing system. Create additional external and internal documentation to create consistency and efficiency. 9. **Collaboration:** Work closely with the technical and product teams to stay informed about product changes and contribute to product improvement discussions. 10. **Leadership:** Drive continuous improvement by evaluating current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus. Lead and manage according to the company's and department's vision, goals, mission and values. **Required Qualifications:** - A minimum of 5 years in customer support for SaaS or technical products with a minimum of 2 years in a people management role is required. - Strong communication and interpersonal skills. - Proficiency in problem-solving and troubleshooting. - Ability to work in a fast-paced, remote environment. - Understanding of ChatGPT and technical products. - Experience in the AI industry is a big plus. **Why Joins Us** We're a startup. We can't offer you fancy offices or extra perks. But here's what we can offer: - Real impact. Your work will directly shape our product and company. - A seat at the table. In a small team, every voice matters. Yours will be heard. - Freedom to work your way. Home, coffee shop, moon base - if you're productive, we're happy. - Top pay. Competitive salary and an opportunity for equity or stock grants. - Time off when you need it. Take at least 15 days. More if you need it. - Budget to keep learning. Because if you're not growing, we're not growing. - The chance to build something from the ground up. This is the time when what you do has the biggest impact. - Problems worth solving. We're reshaping how work gets done. At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. If that’s you, we look forward to your application. Siena provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. ### Bit of a rollercoaster, this one URL: https://supporthuman.cx/p/bit-of-a-rollercoaster-this-one/ Last updated: 2026-10-02T17:59:38.000Z I’ve got a bit of a rollercoaster for you in this one.[1](#note-1) Everyone please be seated, fasten your harness, and keep hands and feet inside the ride. Hold on tight, here we go! ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Customer Success Engineer](https://www.jobs.supporthuman.cx/customer-success-engineer/?ref=supporthuman.cx) Eppo · No comp given · Remote, EMEA The Careers page is pretty basic but straightforward. They link to a How We Work deck in the job description, which is very informative; plus, they have two women on their pretty diverse 6-person senior leadership team, one of whom is head of product! This role seems like a neat combination of success and support. > If you’re a customer champion, passionate about solving problems and leading strategic initiatives to enhance the customer experience - you’ll bring tremendous value to our customers and team. Love how they phrase this – focusing on the positive attributes candidates already have! > Represent the customer voice as a member of cross-functional bug prioritization meetings with the Product, Engineering, and Design teams Just the existence of this kind of team is a green flag. Even the application is short and funny: "(3+2 = ?) Tell us you're not a robot without telling us you're not a robot." Yes, I am putting this in Green Means Go despite no salary transparency, only because the hiring location is Europe / Middle East / Africa, which is so broad that it makes giving an actual salary range genuinely difficult, and everything else is just positive signals. Look at me being all benevolent and shit today. (*Steph’s note:* LOL, watch how long that lasts.) #### [Support Engineer](https://www.jobs.supporthuman.cx/support-engineer-3/?ref=supporthuman.cx) Grafana Labs · $106k-$127k · Remote, US-Western, Central, Eastern time zones I really like Grafana's Careers page – it's informative and earnest, and their company values are thoughtful and well-articulated. Take this bit: > We’re a startup; we’re far from perfect. Get super comfortable with things not being perfect, while continuing to hold high standards for yourself and the team. This is what it looks like to actually explain what a "fast-paced environment" means in your company instead of relying on the cliche. Good job, Grafana. I do wish they wouldn't describe benefits as perks, but that's a minor issue in context. > We’re looking for an experienced, versatile, and highly motivated Support Engineer to join the team. Do you see how you can describe the qualities you're looking for without resorting to ableist language? Good job, Grafana. Don't let me down. (I'm sitting here chanting to myself: please, no fast-paced environment, please have salary transparency, please don't try to change the world, please, please, please!) > A willingness to learn and aptitude to master our products and become a trusted advisor to our customers Y'all. They just...describe what they want. They're not asking for "intelligent rockstars!" I'm verklempt. This is great from start (Careers page) to finish (refreshingly practical and down-to-earth EEO statement and job application). The salary is fantastic. Good job, Grafana. You've earned that **Green Means Go**! There are more open Support Engineer roles at Grafana over on Support Human Jobs, make sure to check them out! ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Technical Customer Success Manager](https://www.jobs.supporthuman.cx/technical-customer-success-manager/?ref=supporthuman.cx) Kong · $140k-$160k · Remote, US > U-First Fridays Get 4 hours a month for continuous learning with a book, podcast, or course of your choice. Wow, four whole hours a month? How generous. > Silence those notifications. Enjoy some well-deserved long weekends where the entire team unplugs. Um. > Build a home office environment tailored to support your productivity. We’ll help foot the bill. Every "benefit and perk" feels more red-flaggy than the last. > If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others. I will give them credit for putting this *before* the job description and for the welcoming way they phrased this. Most companies put this last, if they include it at all, so Kong gets points on this from me. > And any additional tasks required by manager I always worry a little when this gets tacked on at the end of a duties list – it's not necessarily *always* a red flag, but it's worth asking why a company felt the need to add it. Is the company understaffed overall so that everyone needs to wear numerous hats at little notice? Is the management team understaffed to the point that they have to delegate management tasks to direct reports? Is it something else? The answer to these questions could be your catnip or your kryptonite, so don't just assume you know what it means! > Strong desire to tackle hard technical problems and proven ability do so with little or no direct daily supervision I also like how they phrased this! They explain what they want instead of relying on "self-directed/independent team player" or ableist language. > Experience managing multiple projects at a time while focusing on attention to detail and deliver results across multiple initiatives such as driving expansion, customer satisfaction, feature adoption, and retention Making grammatical errors / typos in the same sentence as requiring attention to detail will never stop being funny, no matter how many times I see it. I'm going to put this in Eh, It's Probably Fine, not because we're ignoring the red flags (I'd recommend asking further about them in interviews), but because the green flags show that they *are* trying. Kong shows their heart in their values and the job description. I can see the shape of what they're trying to do, so I'm willing to extend the benefit of the doubt and assume they'll grow over time. I guess we'll see what I hear and how they fare in future JDs! #### [Community Support Specialist](https://www.jobs.supporthuman.cx/community-support-specialist/?ref=supporthuman.cx) DuckDuckGo · $81k-$101k · Remote, US, CAN, UK I'm going to state up front that I think DuckDuckGo wrote a good job description, their Careers page is excellent, the benefits look great, the hiring process is transparent and progressive (paid projects!), and I think the position is probably fine. However, I think they're asking this role to do a lot of things, and unless they're hiring more than one person through this listing, I'm worried about the long-term success and energy of whoever ends up in it. Also, given they're asking for 5+ years of experience, I also think Community Support Specialist is too junior a title, and I'm on the fence about whether the compensation is adequate for a high-stress, actually more senior role like this. These aren't concerns such that I would put this job in Tread Carefully, but I would bring them up if I were interviewing for it. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-12/?ref=supporthuman.cx) Root Global · No comp given · Onsite, Germany-Berlin > Beyond entrusting us with their capital, our angel investors act as mentors and sparring partners for our early team members in their corresponding roles. You will benefit from: A dedicated mentor with whom you will build your personal relationship; > Regular sparring sessions whenever you see fit; Adhoc > Q&A where needed \*MC voice\* Ladies, gentlemen, and variations thereupon: here we have the latest and greatest in corporate employee management: Sparring sessions! For when verbally berating your employees just isn't enough. The beatings will continue until performance improves. > You have experience with carbon accounting, climate strategies - or you have none of those and just have a knack for learning new, complex topics and distilling them for others. I appreciate this bullet – it shows the company cares about overall ability rather than specific skills (which can be taught). Aside from the above, the job description itself is pretty neutral, but I don't think the weird sparring bit from the Careers page can be overlooked and there's no salary transparency, so into Tread Carefully it goes. #### [Technical Support Engineer](https://www.jobs.supporthuman.cx/technical-support-engineer-5/?ref=supporthuman.cx) Orderly Network · No comp given · Worldwide This JD was clearly written by someone for whom English wasn't their first language (or it was run through Google Translate), so I want to be clear that this isn't me critiquing their English skills. However, I think it's fair to be concerned that they don't communicate any language requirements or explanations for why the job description is in English when it's very obvious the person who wrote it is not a native speaker. What language(s) will you be expected to speak in the working environment? How will you ensure that there's no language barrier between yourself and the rest of the team so that you can communicate clearly? > As an employee, there is no greater perk than having a top supporting cast to help you achieve your personal and professional goals. I mean, I can think of greater "perks," like fair pay, healthcare coverage for myself and my family, time off to spend with said family... I don't know, y'all; my spidey sense is tingling with this one. It could be nothing, but just...tread very carefully. ## **BINGO** *Welp.* #### [Customer Experience Agent](https://www.jobs.supporthuman.cx/customer-experience-agent/?ref=supporthuman.cx) Tilt · "Competitive," not given · It is a mystery This is the first bullet in their Culture section: > Seriously fast-paced and challenging. I don't know why companies write stuff like this without explaining what it means. Do you really want candidates filling in the blanks here? Do you think that's going to go well for you? There's not a ton here, but what is here points to BINGO: no benefits, no salary transparency, and not-great culture signals. #### [Customer Experience Representative](https://www.jobs.supporthuman.cx/customer-experience-representative-2/?ref=supporthuman.cx) Solace · No comp given · It is a mystery One day I'll stop being so suspicious and cynical about healthcare startups, but today is not that day. If the job descriptions mentioned tiny little things like compensation and benefits, I might not judge them so harshly, but it doesn't. So given: Poorly-edited job description requires attention to detail "Ability to adapt & thrive in a fast-paced, dynamic environment" "Ability to multi-task and be self-directed under pressure" "Team-player who is unafraid of feedback" - Job listing doesn't mention benefits at all No compensation / salary range given Asks for a video (in the application) This is a BINGO. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-11/?ref=supporthuman.cx) Guidewheel · No comp given · It is a mystery This is a rare case in which you can actually *see* which roles a company deems valuable and which they don't, because some roles on Guidewheel's Careers page have salary transparency and some don't. It's actually pretty funny, in an uh-oh kind of way. There seems to be a misalignment between the duties of the role and its title (and probably salary, too, but we don't know what that is, sooooo.) I thought this was probably otherwise okay until we hit the "Personal Characteristics" section, which was just one red flag after another. Not to mention the "What's In It For You?" section contains no actual benefits, and we've got ourselves a BINGO. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Vice President, Customer Care](https://www.jobs.supporthuman.cx/vice-president-customer-care/?ref=supporthuman.cx) Therapy Brands · No comp given · Remote, Certain States Application is on Workday. My condolences. > to make their lives simpler and more officiant There's an error you don't see every day. I'll take "Which job description was written by AI?" for $1000, Alex. > Are you a dynamic leader ready to shape the future of customer support and education? Like...all of customer support and education? The whole shebang? This is how I can be relatively confident that AI wrote this job description: the whole paragraph is written in the hyperbole-filled style of an AI that doesn't know the practical boundaries of the position for which it's composing a JD. Plus, the **Summarizing Phrase: Wordy Bullet Point** pattern is laughably familiar at this point. Also, you should do a general internet search for Therapy Brands. The results are...not good, particularly in light of the fuss they make about how awesome they are on their Careers page. Here's the sample from their Google reviews: > "Customer and employees are treated like absolute garbage." > "They do not care about your practice or the quality of their services." > "They have no idea how to conduct billing services." Given that, the lackluster JD, and lack of information about salary or benefits, I'm putting this in Seriously, Maybe Don't. #### [Manager of Technical Support](https://www.jobs.supporthuman.cx/manager-of-technical-support/?ref=supporthuman.cx) Siena · "Competitive," not given · Remote, Certain Cities/States/Countries Okay, I am...very not objective about this company. I am actively hostile to the product and the way Siena markets it: simulated chat conversations on their homepage in which they are clearly encouraging companies to deceive customers into thinking they're talking to humans and not bots and intentionally and repeatedly positioning their product as a replacement for human support agents. So it is galling – to say the least – to see Siena hiring human support for their product when they're happy enough for it to fuel an exaggerated AI craze that's led to a CX employment crisis everywhere else. The words *irony* and *hypocrisy* come to mind. Thus it is unsurprising that Siena has no Careers page to speak of, just a list of their job openings. Why worry about being candidate-first? I'm sure there's an AI for that. > making a real impact in automating agentic workflows Making up words in addition to making up "humans.” > join us on our mission to revolutionize customer experience through empathetic AI \*starts box-breathing exercises\* > We're direct and honest: We believe in straightforward, truthful communication. We say what we think, clearly and respectfully. Does that include being honest with customers when they're talking to a chatbot and not a human? > As Manager of Technical Support, you will be responsible for managing the technical support team within our customer success organization. What technical support team? I thought you have Siena for that. Is this position just bossing the bot around? > In this player/coach role, you will help to deliver world class support to our global customer base. Ooohhh, so Siena's good enough for other people's customers, but not to deliver "world-class support" for your customers. Got it. (Shall we infer that "world-class support" means "support actually delivered by humans?") > We're a startup. We can't offer you fancy offices or extra perks. But here's what we can offer How about, I don't know, JUST REAL FUCKING BENEFITS. Who (oh, who am I kidding, what) wrote this? Have y'all dove so far into the AI Kool-Aid that you can't even remember that a real person will be in this job and need little things like healthcare and dental? WHAT IS THE MATTER WITH YOU. > At Siena, we’re not just looking for people who can do a job. We’re looking for people who want to break boundaries, create the future, and reshape industries. I can't, y'all. Snark overload. I CANNOT. There's also a Customer Success Manager role open at this company but I absolutely refuse to subject myself to more of this nonsense. (I should note that I don't begrudge the humans who work here. People need jobs. That's kind of the whole basis for my beef with Siena.) **UPDATE:** A reader whose opinion I greatly respect felt that I was being too harsh with Siena in some places, since 1) they don't offer technical support (as far as we can tell on the website) and 2) since Siena is the vendor and not the one making decisions regarding how their clients present the bot to customers. (I hope I've fairly represented your points, friend! Feel feel to lampoon me in the comments if not.) This is fair criticism, and I think it's only fair that I explain my big words up there. I am, and have been, very harsh with Siena. It's true that they don't have much control over how their clients choose to use their product, but they certainly have control over how they market and position their tool. This matters because it inarguably influences how customers talk and think about their product (and about "AI" in general, which [does not](https://bigthink.com/the-future/artificial-general-intelligence-true-ai/?ref=supporthuman.cx), [at this moment](https://www.theguardian.com/commentisfree/2023/mar/30/artificial-intelligence-chatgpt-human-mind?ref=supporthuman.cx), [actually exist](https://www.helpscout.com/blog/benefits-of-ai-in-customer-service/?ref=supporthuman.cx)). It’s understandable if you feel I’m being pedantic here, but these definitions matter. Siena features testimonials calling the bot "her," their examples include simulated chats between customers and the bot, which is given human names and personas with no indication that it’s really a bot, and they make claims all over their website about how empathetic the bot is. The bot is not “superhuman,” as Siena claims at one point on their website, nor is it empathetic (both of which are impossible) – it's a very advanced next-word predictor. Siena certainly understands this, and acknowledging this wouldn’t make the product any less effective at what it does, and yet, they’re marketing it as “superhuman AI” because it is both expedient and very, very lucrative to contribute to the AI craze. Which, cool, that’s their prerogative. But either Siena is positioning their tool as human-like enough to replace actual human agents, or they're not. They can't have it both ways. I find it frustrating to see a CX product marketed this way and then see that same company hire human support agents to, in their own words, "deliver world class support," and I'm going to continue to criticize that unrealistic marketing / positioning and the effect it's had on the CX job market, regardless of whether it’s intentional or unintentional on the part of the company. Agh, sorry reader friend, you know how I get worked up. This isn't aimed at you at all, but at the company itself. I guess I should close this by reiterating: I am very not objective about this company. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1300.jpeg) 1. Photo of rollercoaster in cover art credit: Arsonwinter at English Wikipedia, Public domain, via Wikimedia Commons. ### Community Support Specialist URL: https://supporthuman.cx/jobs/community-support-specialist/ Last updated: 2026-08-07T22:11:02.000Z ## [DuckDuckGo](https://duckduckgo.com/hiring?ref=supporthuman.cx) | $87,000-$101,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** I'm going to state up front that I think DuckDuckGo wrote a good job description, their Careers page is excellent, the benefits look great, the hiring process is transparent and progressive (paid projects!), and I think the position is probably fine. However, I think they're asking this role to do a lot of things, and unless they're hiring more than one person through this listing, I'm worried about the long-term success and energy of whoever ends up in it. Also, given they're asking for 5+ years of experience, I also think Community Support Specialist is too junior a title, and I'm on the fence about whether the compensation is adequate for a high-stress, actually more senior role like this. These aren't concerns such that I would put this job in Tread Carefully, but I would bring them up if I were interviewing for it. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/1sep24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Community Support Specialist](https://duckduckgo.recruitee.com/o/community-support-specialist-remote?ref=supporthuman.cx) Hi, we’re DuckDuckGo, the Internet privacy company for everyone who wants to take back their privacy now. For over a decade, we've been building our all-in-one product, developing new privacy technology, and working with policymakers to make online privacy simple and accessible for all. Our browsers and extensions have been downloaded over 250 million times with our built-in private search engine, which has delivered over 100 billion searches and is the 2nd largest search engine on mobile in the United States and 17 other countries, including the United Kingdom, Canada, Australia, Germany, Poland, and Spain. Our private search engine is also 3rd in market share in the U.S. and over 20 major markets. Oh, and we've been profitable since 2014, with annual revenue exceeding $100 million! The DuckDuckGo browser’s uniquely comprehensive privacy protections are used by tens of millions of people to protect their everyday online activities on [Mac](https://spreadprivacy.com/introducing-duckduckgo-for-mac/?ref=supporthuman.cx), [Windows](https://spreadprivacy.com/windows-browser-open-beta/?ref=supporthuman.cx), [iOS](https://spreadprivacy.com/duckduckgo-privacy-browser-ios14/?ref=supporthuman.cx), and [Android](https://spreadprivacy.com/introducing-app-tracking-protection/?ref=supporthuman.cx), from searching to browsing, emailing, and more. We also offer [Privacy Pro](https://spreadprivacy.com/meetprivacypro/?ref=supporthuman.cx), a three-in-one subscription service that includes a VPN, Personal Information Removal, and Identity Theft Restoration. We’re looking for a Community Support Specialist to champion our consumers' experience, provide user support, and join our mission to show the world that protecting your privacy online can be simple. **The Opportunity** In this role, you will have a unique opportunity to deliver exceptional user support while helping shape, manage, and grow DuckDuckGo's online community. You will be responsible for engaging with our 5M+ followers on public-facing social media, executing our broader community management strategy, taking on customer service efforts for Privacy Pro subscribers, delivering timely information and answers to users, and more. **What You Will Bring to DuckDuckGo** - Ability to propose, contribute to, and lead projects with support from cross-functional advisors. - Skills to wrangle vague problems, propose innovative solutions, and execute them with a strong focus on metrics. - At least 5 years of experience executing stellar customer support and community management with sound judgement across multiple channels for a technical and/or software product. - A customer-first mindset — you empathize with user and customer concerns, gather information from various internal teams, and turn that information into helpful interactions. - Deep familiarity with social media platforms, community management features, and customer support tools and solutions. - Proven ability to handle high-stress situations, manage time and workload around shifting priorities in a fast-paced environment, and maintain an unwavering attention to detail. - Proven experience evolving customer support processes, analytics, and reporting. - Exceptional writing skills. - A passion and strong understanding of our industry and our business mission. - The ability to understand and effectively communicate the features and benefits of DuckDuckGo to a broad range of consumers. **How We Will Support You** Our core values — build trust, question assumptions, and validate direction — underpin how we work day-to-day and the support we give our team members. We strive to empower our team members to be self-directed and self-motivated in their work. - **Remote First, Always**: We've always been a fully distributed company with team members all over the world. We trust you to get your work done wherever, and whenever. - **Commitment to Personal Growth:** Every team member has an annual budget of $1,250 USD to invest in their professional development. Every team member also has a dedicated Career Advisor, who serves as a guide to help you develop your strengths, identify your motivations, and understand your opportunities for growth. - **Leadership:** We have many different types of leaders and possible combinations of leadership roles, so you can grow your career in a way that aligns best with your personal goals. You can seek additional leadership roles by being directly responsible for projects, taking ownership of areas of the company, developing and maintaining internal processes, or pursuing advisory roles. - **Work/Life Balance:** Team members have the freedom and flexibility to organize their own work schedules. We want you to thrive both in and out of the office. We trust you to use good judgment and take the time off that you need to bring your best self to work. We also offer paid parental leave, a co-working stipend, office setup reimbursement, and a wellness stipend. More support resources can be found in our [Team Member Support Guide](https://duckduckgo.com/assets/hiring/team%5Fsupport%5Fguide.pdf?ref=supporthuman.cx), which explains how we make your well-being a priority. For more information on how we collaborate worldwide, from leadership in our relatively flat organization to start-to-finish ownership**,** check out [DuckDuckGo Culture: How We Work.](https://duckduckgo.com/how-we-work?ref=supporthuman.cx) **Compensation** The annual compensation range for this role is $87,000-$101,000 USD plus stock options and will depend on professional level as assessed through the hiring process. Compensation is the same within a professional level, regardless of geographic location or functional area, and the compensation for each professional level is transparent across the organization. **Hiring Process** Hiring works best when it's a two-way street. Learn how we help you get to know DuckDuckGo and envision your future role here. Find out more about [how we hire](https://duckduckgo.com/how-we-hire?ref=supporthuman.cx). **Diversity, Equity, and Inclusion** DuckDuckGo provides equal work opportunities to all team members and applicants, and it prohibits discrimination and harassment of any type on the basis of race, color, ethnicity, caste, religion, age, sex (including pregnancy), national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by our policies or federal, state, or local laws. We want to ensure that our hiring process is accessible. If you need reasonable accommodation for any part of the application process because of a medical condition or disability, please send an email to [careers@duckduckgo.com](mailto:careers@duckduckgo.com) to let us know the nature of your request. If you think you might thrive in this environment, we would love to hear from you. **Please note that:** - Sometimes we meet up! Expect to travel at least two times a year: once for our all-hands meetup and again for a team retreat (each around 4-5 days). While extenuating circumstances may impact attendance, everyone is strongly encouraged to attend. - While we offer a flexible work arrangement with no core hours, expect an average full-time commitment of 40 hours per week. - A successful candidate will be subject to a background check and must receive satisfactory results of the same, as a condition of joining the team. - By applying for this role, you confirm that all information submitted is accurate and complete. You further acknowledge that providing false or fraudulent information during the application process is cause for denial of an offer, revocation of any existing offer, or other adverse action, up to and including termination after the start of your commencement of work. Remote $87,000 - $101,000 per year Content & Communications ### Happy National Power Rangers Day! URL: https://supporthuman.cx/p/its-morphin-time/ Last updated: 2024-08-28T21:34:40.000Z ## It’s Morphin’ Time Happy [National Power Rangers Day](https://powerrangers.fandom.com/wiki/National%5FPower%5FRangers%5FDay?ref=supporthuman.cx)! Earlier this year, I mentioned that I’d written a brief and hyper-emo treatise on power dynamics using the Mighty Morphin’ Power Rangers as an illustrative allegory. I wrote it around the same time as [this piece](https://www.newsletter.supporthuman.cx/p/17apr24-roundupish-no-love-however-brief-wasted?ref=supporthuman.cx) (for similar reasons) but didn’t publish it because it just didn’t feel right, either in tone or in timing. But, given such an appropriate holiday, the timing feels right now. Please enjoy this ridiculous little thing. (Told you it was real.) I think a lot about power, in the way that people who’ve been powerless often do. I think about how it’s in the interest of people who have power to pretend that such dynamics don’t exist. Everyone is the hero of their own story. And they’re good people, aren’t they? That’s enough, isn’t it? If they don’t acknowledge that power exists, then it doesn’t really matter how they choose to wield it. And when that becomes untenable, when it’s no longer possible to pretend that they have a type of power that other people do not, they become afraid. And sure, I think a little bit of that fear comes from the possibility of losing their power. But truly, deep down inside, I think what powerful people are really afraid of is that those *other* people will somehow realize that they are not, in fact, as powerless as they first appear. #### **\~\*\~** I loved the Power Rangers when I was a kid. I wanted to be the Pink Ranger, and she was probably my first [Mary Sue](https://en.wikipedia.org/wiki/Mary%5FSue?ref=supporthuman.cx)\-type love. (Shut up, I was nine and Kimberly was awesome.) I’d always find a way to be in front of the TV when it came on, which is saying something for a kid who was both a voracious reader and a zombie in the mornings. But when Saturday re-runs came on, there I was, camped out in the living room and ready to morph. I loved that basically the only requirement for becoming a power ranger was having an attitude. I mean, of course those teenagers had other qualities, but attitude was the main thing. I would’ve made a great power ranger. And I absolutely *adored* the [Megazord](https://powerrangers.fandom.com/wiki/Dino%5FMegazord?ref=supporthuman.cx). All of the Power Rangers teaming up to form a dino battle machine to defeat the bad guys? Sign me up. It’s funny, though. When I thought of it today, I didn’t remember that Rita Repulsa was the first main villain. (That probably makes me a bad feminist. Ra ra, women can be the evillest of villains, too! And we so often are, aren’t we?) The villain I remembered was Lord Zedd, using his staff to zap, like, some poor unsuspecting octopus and [elephant](https://www.supporthuman.cx/21jan24-roundup/?ref=supporthuman.cx) and transforming them into an evil amalgamation [with an amazing name](https://powerrangers.fandom.com/wiki/Octophantom?ref=supporthuman.cx). Really, what I remembered was that, with enough power, you can turn anything into a monster. #### **\~\*\~** Here are some things you’ve probably guessed about me: I am suspicious of authority to the extreme. I have an overdeveloped and often rigid sense of justice. And, to quote yet another [bard](https://en.wikipedia.org/wiki/Taylor%5FSwift?ref=supporthuman.cx), my words shoot to kill when I’m mad. But (despite all evidence to the contrary, I know), I actually really hate being angry. I rarely ever am. I’m irritated, I’m flabbergasted, I’m incredulous, I’m sharply amused, and I’m good at projecting those feelings through my writing. But I hate being angry. I hate being angry because it’s an awful feeling, as it’s so often a result of being powerless. And anger without action just compounds that powerlessness – all the worst emotions, with nowhere to put them, so they just form an ever-tightening vise around one’s heart. I didn’t start Bad Job Bingo because I was angry about shitty jobs or shitty companies. I started it so I wouldn’t *have* to be angry or powerless anymore. It gave me agency over my own life and the ability to laugh my way through my job search at a point when that vise around my heart was squeezing until I thought it was going to be permanently bruised. I stopped being angry and started being useful. And I know now I wasn’t alone in feeling that way because so many of you have reached out to tell me so. If I thought using Bad Job Bingo by myself was empowering, it’s been nothing compared to sharing it with all of you. We make a pretty great Megazord, don’t we? I was recently reminded that there are Lord Zedds in the Tech world who, when they see a Megazord, will only ever see a bunch of ungrateful folks with an attitude. I felt that brief moment of powerlessness, and, as much as I didn’t want to, even let myself be angry about it for a while. But now I’m back to my nerdy self, handing out [Bad Job Bingo cards](https://coda.io/@supporthuman/bad-job-bingo-to-go?ref=supporthuman.cx) like [power coins](https://powerrangers.fandom.com/wiki/Power%5FCoins?ref=supporthuman.cx). Here’s your coin, pick your color. It’s morphin’ time. ### Voice of Customer Manager URL: https://supporthuman.cx/jobs/voice-of-customer-manager/ Last updated: 2026-08-07T22:11:03.000Z ## [Clio](https://www.clio.com/about/careers?ref=supporthuman.cx) | $123,400-$155,400 CAD (\~$91,335-$115,020 USD) ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems like a neat role, although I do wish the salary range was higher. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Voice of Customer Manager](https://www.clio.com/about/careers/job%5Fid=JOB%5FPOSTING-3-2048/?ref=supporthuman.cx) [Clio](https://www.clio.com/about?ref=supporthuman.cx) is more than just a tech company–we are a global leader that is transforming the legal experience for all by [bettering the lives of legal professionals](https://www.clio.com/customers/?ref=supporthuman.cx) while [increasing access to justice](https://www.clio.com/customers/california-innocence-project-changes-lives-clio/?ref=supporthuman.cx). **Summary:** We are currently seeking a Voice of Customer Manager to join our Customer Success Team in Burnaby, Calgary, and Toronto. This role will report to the Director of Customer Education. **What your team does:** As the Voice of Customer Manager, you’ll be a key partner in a team that values excellence and initiative, and is passionate about testing and improving the customer experience. You will help Clio build new capabilities within our Customer Success organization to help customers thrive in our increasingly broad set of product offerings. Your work will have a long-lasting and meaningful impact, and you will be supported along your career journey to take chances and have the opportunity to do the best work of your career. You will be surrounded by a talented group of high-performing Customer Success professionals, seasoned in SaaS and driven by collective success. Together, you will set the bar for a best-in-class Voice of Customer (VoC) program, and use that learning to improve the business across all partner channels. By collaborating with Product, Marketing, Sales, and other teams, we ensure that customer voices are central to all decision-making processes, driving continuous improvement and creating a proactive customer experience that fosters engagement, loyalty, and satisfaction. **Who you are:** You are an experienced strategic leader with a proven track record of developing and leading major functions within the business. You have a passion for understanding customer motivations, behaviors, and needs, and you excel at gathering and leveraging customer feedback to drive meaningful change. You are an expert in creating and managing voice of customer (VoC) programs, and you are eager to build and maintain these programs from the ground up. You are biased toward action and known for your ability to act surgically and with integrity. As the Voice of Customer Manager, you will be responsible for designing, implementing, and managing VoC programs that gather, analyze, and act on customer feedback. You will work with cross-functional teams to drive customer retention, satisfaction, and overall success through strategic insights and actionable recommendations. You will bring your sense of drive and collaboration to help align priorities across different internal stakeholder groups while keeping our customers' voices at the forefront. Your goal is to ensure customers' feedback is consistently and effectively captured, analyzed, and utilized to improve the customer experience. You are excited by the opportunity and challenges that come with building a brand-new function in a high-growth company. You are eager to roll up your sleeves to become an expert in our system, build new processes, and create trust with stakeholders by quickly proving value. You are a self-motivated problem-solver who’s driven to uncover data and knows how to effectively source it, validate it, and apply it to improve the customer experience. You value growth and learning and are known for your ability to modify behavior and attitudes with scaled solutions. You love bringing grounded strategies to life and are energized by execution. **What you’ll work on:** **Voice of Customer Program Development** - VoC Strategy: Lead the strategy for developing a world-class VoC program to capture and understand customer feedback, needs, and preferences. - Feedback Channels: Identify and implement various channels for gathering customer feedback, including surveys, interviews, focus groups, and digital listening tools. - Program Creation & Oversight: Create and maintain a portfolio of VoC initiatives, continually assessing their effectiveness and pinpointing areas for improvement in line with program objectives. **Customer Insights and Analytics** - Data-Driven Insights: Utilize customer data and analytics to identify trends, pain points, and opportunities for improvement in the customer journey. - Customer Metrics Development: Partner with cross-functional leadership to manage the development of key customer metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). - System Expertise: Develop expertise in leveraging VoC tools and platforms to enhance feedback collection and analysis efforts. Adopt and excel in additional systems as necessary. - Data Integration: Ensure seamless integration of VoC data with other customer data systems to provide a holistic view of the customer experience. **Collaboration, Communication, and Execution** - Cross-Functional Collaboration: Collaborate closely with Product, Marketing, Sales, and Customer Success teams to align VoC efforts with broader company goals. - Program Governance: Establish a governance model that assigns clear lines of ownership and responsibilities for VoC initiatives and provides clear swim lanes for overlapping work across the organization. - Program Maintenance: Execute on the ongoing maintenance and continuous improvement of VoC programs, ensuring they remain relevant and effective. - Customer Feedback Loop: Establish and maintain a robust customer feedback loop, ensuring that insights are communicated back to customers and internal stakeholders, and that actions are taken based on feedback received. **What you have:** - You’re seasoned. You have 5+ years of experience in Senior IC or Leadership roles within Customer Success, preferably dealing with high volume SMB clients with a focus in customer and customer voice. - You are an expert collaborator. You love working across teams to help align priorities, and drive buy in for the vision of scaled customer programs. - You have a data-first approach. You’re an expert at using Customer Success software, keen to dig into data to understand the full picture, and confident in partnering with Data Insights experts to derive insights to inform your recommendations and substantiate your approaches. - You’re a strategic yet tactical thinker. You have the ability to take ideas, ground them in strategy, balance them against company-wide implications, and design effective strategies. - You’re intellectually curious. You have a habit of uncovering opportunities, investigating the drivers, and predicting outcomes. - You’re organized, yet flexible. You’re methodical in your approach to structuring work and prioritising as new opportunities arise. - You have a bias toward action. You’re energised by making things happen while acting with integrity. - You’re a self-starter. You’re naturally curious, resourceful, and motivated to make things happen. **What you will find here:** Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. **Some highlights of our Total Rewards program include:** - Competitive, equitable salary with top-tier health benefits, dental, and vision insurance - Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day. - Flexible time off policy, with an encouraged 20 days off per year. - $2000 annual counseling benefit - RRSP matching and RESP contribution - Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​ The full salary range\* for this role is $123,400 to $155,400 to $186,500 CAD. \*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency. **Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility** Our team shows up as their authentic selves, and are united by our mission. We are dedicated to[ diversity, equity and inclusion](https://www.clio.com/about/values/?ref=supporthuman.cx). We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Learn more about our culture at [clio.com/careers](https://www.clio.com/about/careers/?ref=supporthuman.cx) ### Senior Director, Customer Support URL: https://supporthuman.cx/jobs/senior-director-customer-support/ Last updated: 2026-08-07T22:11:04.000Z ## [Clio](https://www.clio.com/about/careers?ref=supporthuman.cx) | $157,600-$197,000 CAD (\~$116,648-$145,810 USD) ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Overall, while I don't think there are any major flags, the USD salary range is a little low for a Senior Director role of this type, so I'm going to put it in **Eh, It's Probably Fine.** [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Director, Customer Support](https://www.clio.com/about/careers/job%5Fid=JOB%5FPOSTING-3-2011/?ref=supporthuman.cx) [Clio](https://www.clio.com/about?ref=supporthuman.cx) is more than just a tech company–we are a global leader that is transforming the legal experience for all by [bettering the lives of legal professionals](https://www.clio.com/customers/?ref=supporthuman.cx) while [increasing access to justice](https://www.clio.com/customers/california-innocence-project-changes-lives-clio/?ref=supporthuman.cx). **Summary:** **Overview:** Our Customer Success team is hyperfocused on providing an exceptional customer experience. The Senior Director, Customer Support will lead our Global Technical Support teams. The ideal candidate will have demonstrated impact in improving the customer experience for a global organization while leveraging tech enabled operations (e.g., AI, Chatbots, Tooling, etc.). The candidate will be responsible for managing a team of approximately 100+ high impact individual contributors and leaders across five global locations - Vancouver, Toronto, Calgary, Ireland, and Australia. This position will work closely with cross-functional leaders to improve Clio's ability to deliver a world class customer experience. We are looking for a hands-on leader who knows how to lead and develop a high performing team. **What you'll work on:** - Develop a long-term strategy and execution roadmap to sustainably scale Support for our customers - Leverage tech enabled operations (e.g., AI, Chatbots, Agent Assist, Tooling) to improve the overall customer experience - Own end-to-end Support lifecycle in a multi-channel environment (e.g., Call, Chat, Email) with specialized routing for a complex product - Measure and manage critical operational metrics and OKRs to achieve broader Company goals - Drive continuous improvement and champion positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth - Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and achieve business outcomes - Develop differentiated, proactive Support offerings and work closely with sales to help sell the right offerings to our strategic customers - Lead Workforce Management (WFM) Team to accurately forecast demand, schedule staff, and conduct intraday management. - Lead world-class team by fostering a continuous learning environment, recruiting and hiring top performers. Manage headcount planning process and partner with Finance and HR to ensure proper resources for the organization - Serve as an escalation point for Customer Support and critical customer issues; serve as a liaison to other internal departments and stakeholders. - Identify customer growth opportunities or Customer Success Qualified Leads (CSQLs) - Be thought leader for Support Systems architecture across Communities, Service Cloud, and Contact Center as a Service (CCaaS) systems - Drive Product & Customer Success feedback loop for continuous improvement and learning across the business - Manage budget, drive capacity planning and identify needs and present investments required to sustain high service levels and customer experience - Closely collaborate with Onboarding, Professional Services, and Customer Success organizations to create evangelism at scale - Drive exceptional client experience for Support and NPS closed loop program to ensure customers feedback is understood and actioned on - Manage customer refunds acting as an escalation point as required - Proactively recruit a diverse team and execute on overseeing the full hiring process from interviews to offer letter and onboarding; - Other duties as required. **What you bring:** - 8+ years experience leading 100+ person organizations in a high-growth SaaS/Cloud environment across geographies - Deep understanding of B2C customer support methodologies, having designed and implemented impactful customer support techniques in a high-growth business - Strong interest in AI technologies such as ChatGPT - Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management for customer support processes - Experience leading and inspiring high growth teams through a hands-on and collaborative approach to management - Experience leading Support systems strategy with common systems (e.g., Salesforce, Talkdesk, Tableau/Looker) - Proven expertise in analyzing and reporting support operations metrics - Strong understanding of value drivers in recurring revenue business models - Strong empathy for customers AND passion for revenue and growth - Analytical and process-oriented mindset - Demonstrated desire for continuous learning and improvement - An enthusiastic and creative leader with the ability to inspire others - Consulting experience in a technical project management function a plus **Serious bonus points if you have:** - Experience with AI technologies such as ChatGPT **What you will find here:** Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. **Some highlights of our Total Rewards program include:** - Competitive, equitable salary with top-tier health benefits, dental, and vision insurance - Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day. - Flexible time off policy, with an encouraged 20 days off per year. - $2000 annual counseling benefit - RRSP matching and RESP contribution - Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​ The full salary range\* for this role is $157,600 to $197,000 to $236,400 CAD. In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis. \*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate. **Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility** Our team shows up as their authentic selves, and are united by our mission. We are dedicated to[ diversity, equity and inclusion](https://www.clio.com/about/values/?ref=supporthuman.cx). We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Learn more about our culture at[ clio.com/careers](https://www.clio.com/about/careers/?ref=supporthuman.cx) ### Customer Success Operations Manager URL: https://supporthuman.cx/jobs/customer-success-operations-manager/ Last updated: 2026-08-07T22:11:05.000Z ## [Clio](https://www.clio.com/?ref=supporthuman.cx) | $115,600 to $144,500 CAD (\~$85,562-$106,952) ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Application is on Workday. My condolences. > We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. This is the first time I've seen a salary note like this and I actually really like it. Assuming this isn't just for show and they really are rewarding existing employee work and loyalty, it seems like a green flag to me. Overall, this is a clear job description and I see nothing but positive culture signals, so I'm throwing this in Green Means Go! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Operations Manager](https://www.clio.com/about/careers/job%5Fid=JOB%5FPOSTING-3-2040/?ref=supporthuman.cx) [Clio](https://www.clio.com/about?ref=supporthuman.cx) is more than just a tech company–we are a global leader that is transforming the legal experience for all by [bettering the lives of legal professionals](https://www.clio.com/customers/?ref=supporthuman.cx) while [increasing access to justice](https://www.clio.com/customers/california-innocence-project-changes-lives-clio/?ref=supporthuman.cx). **Summary:** We are currently seeking a **Customer Success Operations Manager** to join our **Revenue Operations Team**. This role is available to candidates in **Vancouver, Calgary** or **Toronto.** We're also open-minded to a remote employee **across Canada or the US**. **What your team does:** Revenue Operations has one job—to drive growth by accelerating our revenue-generating and revenue-retaining teams. We directly support Sales, Marketing, Channel, Customer Enablement and Customer Support by providing insights, reducing friction, and enabling teams to be innovative and self-sufficient. **Who you are:** You will be working on the Customer Success Operations team in the Revenue Operations department. Your team is responsible for designing strategies, programs, and insights that empower the Customer Success organization to do their best work and exceed Net Revenue Retention goals. In this role, you will design, implement, and measure strategic programs, initiatives, and processes that enable our Customer Success team to deliver exceptional value to our customers. You have a passion for identifying complex business challenges and designing highly effective and scalable operational solutions, by building, experimenting, and iterating continuously. You will work collaboratively with the Customer Success Operations team, Customer Success (Post-Sales) leadership team, and cross-functional Revenue Operations and Go To Market teams. You will report directly to the Director of Customer Success Operations. **What you’ll be doing:** - Serve as the primary operations business partner for the Customer Success organization at Clio Draft, a business unit within Clio, working closely with their Customer Success leadership team. Support the planning of leadership meetings, onsites, all hands, MBRs/WBRs, and other strategic presentations. - Collaborate with the broader Customer Success (Post-Sales) leadership team at Clio to proactively identify gaps and design effective solutions across programs, processes, playbooks, systems, and data - Drive the planning of and own specific strategic initiatives, programs, and projects in support of the Customer Success organization’s annual goals and quarterly OKRs - Become an expert on the Customer Success organization’s metrics, data, processes, and procedures, and identify and implement strategies to improve - Design and launch key initiatives, programs, and processes that drive internal efficiencies, uplevel the effectiveness of our Customer Success team, and deliver greater value to our customers - Support the management of our Customer Success organization’s tech stack, in partnership with the GTM Systems team. Make recommendations and implement enhancements on a continuous basis to ensure the tech stack is effective in enabling the business’s strategy and evolving needs - Drive cross-functional initiatives, programs, and projects to drive the Customer Success organization’s goals and broader GTM organization’s goals, in partnership with your peers in the Customer Success Operations team and the Revenue Operations team **What you bring:** - 8+ years experience in Customer Success Operations, Revenue Operations, and/or Customer Success Leadership at software companies - Strong business acumen and understanding of key metrics for Customer Success (Post-Sales) organizations, including CSM, Customer Support, Education, and Professional Services teams - Excellent organization and time management skills; experience creating and maintaining detailed project plans, meeting tight deadlines, and proactively surfacing risks and issues - Data-driven and analytical; able to use data to measure the business impact of your work - Excellent verbal and written communication skills. Ability to communicate with stakeholders of all levels including executives - Strong ability to work both independently and in teams to deliver successful outcomes - Experience as either a power user or technical admin of a Customer Success Platform (ex: Gainsight, Churn Zero) **What you will find here:** Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. **Some highlights of our Total Rewards program include:** - Competitive, equitable salary with top-tier health benefits, dental, and vision insurance - Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day. - Flexible time off policy, with an encouraged 20 days off per year. - $2000 annual counseling benefit - RRSP matching and RESP contribution - Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years​ The full salary range\* for this role is $115,600 to $144,500 to $173,400 CAD. \*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency. **Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility** Our team shows up as their authentic selves, and are united by our mission. We are dedicated to[ diversity, equity and inclusion](https://www.clio.com/about/values/?ref=supporthuman.cx). We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply. Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs. Learn more about our culture at[ clio.com/careers](https://www.clio.com/about/careers/?ref=supporthuman.cx) ### Senior Manager, Risk and Compliance Operations URL: https://supporthuman.cx/jobs/senior-manager-risk-and-compliance-operations/ Last updated: 2026-08-07T22:11:06.000Z ## [Airbnb](https://careers.airbnb.com/?ref=supporthuman.cx) | $185,000-$230,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role is not a purely CX role, but it does have a clear CX Ops focus, so I'm comfortable listing it here. Looks really interesting with no major flags. I'm not as qualified to comment on whether the salary is appropriate for this type of role, but from a CX standpoint, it's excellent. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Manager, Risk and Compliance Operations](https://careers.airbnb.com/positions/6151206/?ref=supporthuman.cx) Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Community You Will Join:** Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company. The strategic goal of the Risk and Compliance Operations team is to focus on creating the standardized operational security processes and protocols in order to ensure there is proper implementation, management and oversight for Community Support teams when they execute required security controls and comply with data privacy policies. **The Difference You Will Make:** This Senior Manager will have oversight over the team to ensure the successful delivery of our CS Security OKRs and the development of security and privacy operational procedures under the guidance of the InfoSec and Data Privacy teams. In addition, they will define and drive all business planning milestones and strategic roadmaps, resource allocation and budgeting needs, drive and measure operating success criteria, and own the delivery of the performance narrative to CS senior leadership. They will liaise closely with Information Security and Data Privacy senior leadership to plan and project manage new security and privacy controls and process implementation, optimize current audit and reporting mechanisms across internal and Partner teams, and deliver best in class privacy and data protection execution in Operations teams. **A Typical Day:** - **Access Controls:** Own the strategic planning, operations, implementation and monitoring/compliance for Role Based Access Controls (RBAC) with the Community Support teams globally. - Create and implement processes to manage addition/removal/modification of CS permissions. - Implement Security Governance models in partnership with cross-functional stakeholders to ensure effective governance of RBAC across all CS teams. - **Drive all planning, implementation, and process optimization:** Manage CS data privacy and data security process optimization programs, defining milestones and success criteria for the CS sites in the network. - **Implement CS Security Audits:** Report on Security Audits in collaboration with Enterprise Security and InfoSec teams supporting Community Support. - **Stakeholder Management:** Liaise with Information Security, Engineering, Product, and Community Support teams to implement and monitor privacy and security programs. Drive all executive leadership program performance health readouts and is accountable for providing additional insights and action plans as needed. - **Program Management Operations:** Define and lead strategy and roadmap for the CS Security Program, balancing priorities against business needs. - Establish operational SOPs and process in collaboration with compliance policy partners (InfoSec, Legal, Data Privacy, QA, ParM). - Drive all change management and continuous improvement initiative efforts across the global footprint. - **Program Optimization and Cost controls:** Single threaded owner for the CS Risk and Compliance programs. Design, set up and manage day-to-day management of Global Compliance operations and optimize the program. - Optimize Partner Compliance Framework and support the CS Partner Management team in reinforcing it. - Diagnose and synthesize feedback, identify data security and compliance needs, and review and refine compliance processes to ensure effective governance. - **Team Management:** Grow and develop a team responsible for designing and executing security operations strategy, maintaining compliance data, and leading compliance audits. **Your Expertise:** - 10-15+ years experience in business operations or strategic business operations roles - MBA, consulting experience, or a background in finance are a plus - Experience with contact center operations and helping optimize customer success business outcomes with the ability to identify and address business opportunities and risks - Proven track record of building high-performing teams and managing teams through transformation - Excellent stakeholder management skills with previous experience in executive facing roles with an exceptional ability to communicate effectively with senior executive stakeholders - Outstanding written and verbal communication and presentation skills; ability to articulate a vision, strategy, ideas and decisions clearly and succinctly to senior stakeholders - Experience with process design and optimization, program management, customer support strategies, and / or quality assurance a plus - Understanding of contact center security audits, security compliance and fraud incident management space - Demonstrable skills and experience in mediation, negotiation, conflict resolution, analytics, and leadership essential to successful program/project management - Ability to work within a matrix, solve problems and influence cross-functional teams - Ability to thrive in ambiguity in a fast-paced, hyper-growth organization **Your Location:** This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity.[Click here](https://careers.airbnb.com/?ref=supporthuman.cx) for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. **Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at:reasonableaccommodations@airbnb.com. Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process.We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range$185,000—$230,000 USD ### Premium Support Associate URL: https://supporthuman.cx/jobs/premium-support-associate/ Last updated: 2026-08-07T22:11:08.000Z ## [Airbnb](https://careers.airbnb.com/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. This might be the only time this week where it makes sense (and is something of a green flag) for a job description to warn about needing to be able to function under pressure. I imagine supporting guests in luxury Airbnb accommodations can be very high-pressure at times (although I wish it weren't). This is a very well-written job description authored by someone with a deep understanding of the Support function at Airbnb. It focuses on key duties and, in doing so, helps candidates understand exactly what they'll be doing in the role (so they know if it's a good fit or not). Kudos to the hiring manager and/or whoever wrote this. As much as I'd like to put this in Eh, It's Probably Fine, I can't because there's no salary transparency. A solid JD is only part of the overall package; a big part of a candidate knowing if a role and company are going to be a good fit is being able to determine whether they're going to be adequately compensated for the work they'll be doing. Not being clear about this upfront wastes everyone's time and demonstrates a lack of respect for a candidate's experience. (This is true regardless of where in the world the role is based.) All that to say: show me the money, Airbnb. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Premium Support Associate](https://careers.airbnb.com/positions/6188716/?ref=supporthuman.cx) Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Community You Will Join:** We are seeking a dedicated and enthusiastic candidate to provide exceptional Customer Service support to the Airbnb community as a Premium Support Associate. The ideal candidate is hospitable, analytical, and committed to delivering the highest standards of service. This is a full time position based in Montréal, Canada. **The Difference You Will Make:** The Premium Support Associate functions on the front line interacting directly with both customers & internal stakeholders. As a Premium Support Associate, you will be responsible for providing end-to-end support to key members of our community, including but not limited to the Luxury segment. You will take ownership of cases, ensuring complete resolution while fostering strong relationships with our users along the way. Premium Support Associates need strong communication skills, problem-solving abilities, and customer service expertise. They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. **A Typical Day:** **Complex case management: Provide the highest level of service to our community in each and every case** - Interact with Airbnb customers and community members through all current and future channels, both inside and outside of Airbnb tools, including livechat, social platforms, messaging, and directly through the phone - Take end-to-end ownership of all assigned cases: ensuring a complete *final* resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate - Demonstrate ownership mentality & good judgment as well as skill to question and deviate from the workflow when needed only through management approval - Be highly receptive to feedback from Management and Quality, and quickly adopt behaviors to improve the quality of your work - Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem - Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management **Combining efficiency with bespoke quality: Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention** - Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution - Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Airbnb - Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances - Personalize communications to users, demonstrating the highest hospitality standards **Participating in your team’s improvement: Leverage your functional operational knowledge to proactively support the team success** - Provide insights about community experience and continuous improvement opportunities to your Management - Help document ways of working, best practices, and the norms for your service(s) as requested by management - Provides technical/functional/SME to less experienced members of the team. - Shares ideas to improve processes and ways of working **Stakeholder engagement: You have gained the trust of internal & external stakeholders through effective relationship management and delivering results** - Displays openness and approachability when resolving issues - Understands key drivers of your function and how they relate to one another, as well as the business impact of those metrics - You are on-call to handle emergency situations in the evenings & weekends **Your Expertise:** #### Your background & experience - 3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts - Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred. - Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly. - Ability to work weekend days and public holidays required, as well as evening shifts. Please note that this role requires to work Sunday to Thursday OR Tuesday to Saturday for 9 hours per day (including a 1 hour break) anywhere between 6am to 9pm (in your local timezone across Canada). Your schedule can change to meet business needs and, where possible, we will take your availability into consideration. #### Your skills & expertise - Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders - Active listening skills to understand guest needs and provide personalized recommendations and assistance - Empathy and patience in dealing with customers, especially in high-pressure situations - Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time - Passion for delivering exceptional customer service and setting a high bar - Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively - Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools - Language proficiency in English, other languages are a plus **Your Location:** Due to the nature of this position, the successful applicant will need to be based in Canada to be able to conduct their work. Currently, employees can be located in: British Colombia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously being updated, please check back with us if the provinces you live in is on the list. If your position is employed by another Airbnb entity, your recruiter will inform you what provinces you are eligible to work from. **Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [reasonableaccommodations@airbnb.com](mailto:reasonableaccommodations@airbnb.com). Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. ### Lead Knowledge Strategist URL: https://supporthuman.cx/jobs/lead-knowledge-strategist/ Last updated: 2026-08-07T22:11:09.000Z ## [Airbnb](https://careers.airbnb.com/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Would be in Eh, It's Probably Fine if not for the lack of salary transparency. It's your own fault, Airbnb. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Lead Knowledge Strategist](https://careers.airbnb.com/positions/6200092/?ref=supporthuman.cx) Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Difference You will Make:** As a Community Support Lead Knowledge Strategist, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our CS ambassadors. You will work on large projects, often involving multiple Knowledge Editors, to ensure the ambassadors have accurate and current information that’s easy to find. You will work with cross-functional partners, Knowledge Editors and Knowledge Management Leads to collect requirements, define, document, and deliver agent facing content. This role is based remote within Ireland. **A Typical Day:** - You are responsible for translating information into clear, easy to understand content across internal knowledge bases in line with Airbnb's tone and voice standards - Content types you create and maintain include internal solution articles, Community Support standard responses, and call scripts - You independently manage and oversee complex content and knowledge management tasks and Lead (high-impact) initiatives that improve the accessibility and quality of our content often involving other content writers, and together deliver to expected timelines and standards - You own overall team performance against certain content KPIs, including tracking and communicating progress and/or improvement opportunities - You work with our program & product managers and engineering to design, set up and deliver new content and knowledge services, incl. the setup of content and knowledge repositories, such as bespoke knowledge bases or new content types - You work with program & product managers, data analytics and engineering to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality & effectiveness (SEO, workflow utilization, etc) - You influence Airbnb's tone/voice standards, and shape CKMPO's tone/voice standards with Airbnb's standards in mind - You are responsible for optimizing our internal CKMPO processes, standards, training, and tooling **Your Expertise:** - BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience - Excellent writing, editing, and proofreading skills - Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment - 7+ years of experience in multi faceted technical and instructional content writing/content strategy - Preferred: experience in writing for insurance - Highly versed in the adopting, developing and rolling out of content style standards (e.x. Chicago Manual of Style) and information management strategies/taxonomies - Well versed working with various C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.) and experiencing setting up/administrating C/KM systems. - In-depth knowledge of customer service and contact center operations, strong experience writing for customer support audiences - Proven ability to work in a multicultural, multilingual and global organization; highly familiar with the dynamics and culture of working in global teams. - Strong project management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously. - Applied Content & Knowledge Management methodologies; Holds Content/Knowledge Management certifications (KCS, UX, SEO) or acquired deep practical expertise related to these areas. - Experience mentoring team members, distributing work and assuring its delivery, and sharing success amongst a global team **Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. ### Knowledge Strategist (Global) URL: https://supporthuman.cx/jobs/knowledge-strategist-global/ Last updated: 2026-08-07T22:11:10.000Z ## [Airbnb](https://careers.airbnb.com/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Boo, no salary transparency. Companies should always be transparent, not just when they have to be! I expected better from you, Airbnb. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Knowledge Strategist (Global)](https://careers.airbnb.com/positions/6186797/?ref=supporthuman.cx) Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Community You Will Join:** The Content & Knowledge management team enhances the effectiveness, efficiency, and impact of our Community Support ambassadors by optimizing knowledge management processes and resources. We collaborate closely with various teams to ensure that ambassadors have access to the most current and accurate information. The Knowledge Strategist role is pivotal in shaping how we deliver and manage content, working on large-scale projects that involve curating and streamlining information for our ambassadors. Our team thrives in dynamic environments, managing multiple stakeholders and meeting tight deadlines, with a strong commitment to clarity and accuracy in all communications. **The Difference You will Make:** As a Knowledge Strategist, you will support leadership by translating their vision into actionable business goals and leading them from inception to execution. Your role involves creating content, assessing effectiveness of our content and knowledge management systems, improving user experience, and maintaining efficient knowledge operations. You will also identify process and system improvements and collaborate with Program/Product Managers to enhance the user experience of our platforms. You will act as the primary point of contact between our Knowledge Editors, outsourced knowledge operations and Airbnb, supporting change management and coordinating resources for content and knowledge deliverables. Your keen planning skills and ability to champion data driven improvements will be crucial in achieving our business goals and supporting organizational growth. This position is based remote within Ireland. **A Typical Day:** - You collaborate with content/knowledge developers and cross-functional partners to translate user stories into user documents, release notes, technical documentation, integrated product information, and other types of documentation to achieve assigned project goals. - You coordinate large-scale projects to deliver initiatives that require changes across multiple knowledge and content platforms. - You provide technical writing support and decipher directions provided on scripted storyboards, process maps, etc. - You analyze data and feedback received from our front-line support staff, other users, and cross-functional partners to identify knowledge gaps. - You work closely with program and product management to measure content effectiveness, identify improvements, propose and deliver plans to increase content quality and effectiveness (SEO, workflow utilization, etc) - You lead the strategic planning and execution of the multilingual knowledge base expansion, where possible. - You will be responsible for providing periodic communications to the leadership team, including detailed updates on project timelines, potential risks, emerging opportunities, and overall project progress. **Your Expertise:** - Bachelor’s Degree in Technical Writing, Journalism, Communications, Computer Science, or a related field - 5+ years of experience in multi faceted technical and instructional content writing - A strong portfolio showcasing previous technical writing work; including manuals, standard operating procedures, business proposals, professional correspondence, guides, whitepapers, or other relevant documents - Strong project management skills, with a track record of successfully managing complex / global scale projects - Ability to navigate ambiguity and adapt to changing priorities and requirements - Understands the complexities of organizational dynamics and effectively navigates them to build strong relationships and gain support for initiatives - Exceptional organizational and multitasking abilities, with attention to detail - Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels - Resourceful and proactive with a problem-solving mindset - Experience working in a multilingual or global environment is a plus **Preferred Qualifications:** - Master's degree in a related field - Certification in project management (e.g., PMP, PRINCE2) - Experience in a tech or digital content company - Familiarity with content management systems and localization platforms **Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. ### Knowledge Strategist URL: https://supporthuman.cx/jobs/knowledge-strategist/ Last updated: 2026-08-07T22:11:12.000Z ## [Airbnb](https://careers.airbnb.com/?ref=supporthuman.cx) | $100,000-$120,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Sounds like a neat Knowledge role, and the pay is great (especially for Knowledge work, which is often undervalued). [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Knowledge Strategist](https://careers.airbnb.com/positions/6166350/?ref=supporthuman.cx) Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Community You Will Join:** The Content & Knowledge management team enhances the effectiveness, efficiency, and impact of our Community Support ambassadors by optimizing knowledge management processes and resources. We collaborate closely with various teams to ensure that ambassadors have access to the most current and accurate information. The Knowledge Strategist role is pivotal in shaping how we deliver and manage content, working on large-scale projects that involve curating and streamlining information for our ambassadors. Our team thrives in dynamic environments, managing multiple stakeholders and meeting tight deadlines, with a strong commitment to clarity and accuracy in all communications. **The Difference You Will Make:** As a Community Support Knowledge Strategist, you will be responsible for maintaining the knowledge platforms, communications and information/process flows for our Community Support ambassadors. You will work on large projects, often involving multiple Knowledge Editors, to ensure the ambassadors have accurate, easy-to-understand and accessible information. You will work with the Knowledge Program Managers, Knowledge Strategist and support the Knowledge Management Regional Manager to collect requirements, define, document and prepare agent facing content. **A Typical Day:** - You are responsible for translating information into clear, easy to understand content across internal knowledge bases and community-facing surfaces (Help Center, Chat bots, etc.) in line with Airbnb's tone and voice standards - Content types you maintain include FAQs, Community Support standard responses, call-scripts, short and long-form Help Center articles, how-to's and tool manuals. - You analyze dashboard data/trends and feedback received from our front-line support staff, other users, and cross-functional partners to proactively resolve knowledge gaps - Supported by leadership, you manage and oversee complex content and knowledge management tasks and lead initiatives that improve the accessibility and quality of our content. - You represent CKMPO in cross-functional settings with expertise on existing writing and content management practices, and an understanding of where custom solutions are needed, to navigate conversations pertaining to goals/outputs, timeline commitments and communicate risks, dependencies with leadership - You project manage and write for complex initiatives, often involving other content writers, and together deliver to expected timelines and standards. - You influence Airbnb's tone/voice standards, and shape CKMPO's tone/voice standards with Airbnb's standards in mind - You mentor other members of the team in your areas of expertise and optimizing the team’s ways of working - You partner with colleagues from other Community Support teams such as Engineering, Product, and Taxonomy to deliver creative knowledge solutions that enhance the user and/or ambassador experiences **Your Expertise:** - BA/BS in Journalism, Marketing, Communications, English, related fields, or equivalent working experience - Excellent writing, editing, and proofreading skills - Resourceful, adaptable and comfortable with ambiguity; you have worked in a fast-paced environment - 5+ years of experience in multi faceted technical and instructional content writing, content strategy, or relevant experience - Expert in adopting and optimizing style standards, such as Chicago Manual of Style - Experience working with C/KM systems (Drupal, Confluence, ContentStack, Contenful, etc.), experience with setting up and administering C/KMS systems beneficial - In-depth knowledge of customer service and contact center operations, strong experience writing for customer support audiences - Proven ability to work in a multicultural, multilingual and global organization; highly familiar with the dynamics and culture of working in global teams. - Excellent ability to work with autonomy, demonstrating organizational and time-management skills, deliver to agreed timelines, and highlight risk; - Experience with project management methodologies, tools and phases of the project lifecycle; strong task manager who can identify level of effort, document requirements, and develop delivery strategies; comfortable working with senior-level leadership and proven ability to influence, and negotiating consensus. - Applied Content & Knowledge Management methodologies; Holds Content/Knowledge Management certifications (KCS, UX, SEO) or acquired deep practical expertise related to these areas. - Recognized content/knowledge management subject matter expert; experience setting up content/knowledge management services - Experience working with AI/LLM **Your Location:** This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb Payments, Inc. (a subsidiary of Airbnb, Inc.) is a registered entity. Approved remote states include: Alabama, California, Florida, Georgia, Illinois, Minnesota, Mississippi, Nevada, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Tennessee, Texas, and Washington. This list is continuously evolving, so please check back with us if the state you live in is excluded. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. **Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [reasonableaccommodations@airbnb.com](mailto:reasonableaccommodations@airbnb.com). Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range$100,000—$120,000 USD ### Senior Manager, Community Support PMO URL: https://supporthuman.cx/jobs/senior-manager-community-support-pmo/ Last updated: 2026-08-07T22:11:13.000Z ## [Airbnb](https://careers.airbnb.com/?ref=supporthuman.cx) | $185,000-$230,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Looks like an interesting, meaty role, and I see no major flags. Pay is fantastic. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Manager, Community Support PMO](https://careers.airbnb.com/positions/6106678/?ref=supporthuman.cx) Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Community You Will Join:** The Community Support Team within Global Operations is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year. Our organization deeply believes in providing a frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand. **The Difference You Will Make:** As a Senior Manager, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life. You will lead the end-to-end scoping, planning, execution, and launch of initiatives to deliver success for our product, hosts, and guests. This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders across entire organizations throughout Airbnb. As the Senior Manager, Support Programs, you are entrusted with leading the charge to help evolve Airbnb support from one-size-fits-all to dynamic and personalized. You will orchestrate and execute key projects to elevate the community support model to one that builds trust and loyalty with our ambassadors, guests and hosts. The magic of our customer service is our surprise and delight operations, and this role will lead a team that orchestrates and executes customer service initiatives in alignment with our broader service vision. **A Typical Day:** - Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations. - Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations. - Develop and implement program plans, schedules, budgets, and performance metrics that align with executive-level expectations. - Implement pilot and A/B tests before applying improvements and scaling to larger workforce - Manage, inspire, and lead a team of high-performing project and program managers - Co-create a clear and compelling roadmap that is functional, economical, and differentiated. This could be through a given opportunity from the Design Workshop team, or based on an insight raised from the frontlines. Work cross-functionally with Business Process Improvement, Engagement Managers, Product, Design, Operations, and the business to execute the path to get there. - Orchestrate capabilities and deliverables across people, process, product through the sequencing of strategic initiatives that will bring the vision to life over time. - Assert the customer-first point of view that is based on research, analysis, and insights. - Blend creative thinking and exceptional problem solving at every stage from early concept, service design, functional design, and launch. - Own a project or program from Intake through early stages of planning and ultimate delivery of the envisioned experience. - Close the loop - track and measure your outcomes and adapt and learn quickly from failure. **Your Expertise:** - Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred - 10+ years of broad experience in customer service across contact center operations, digital support, and contact center technology - Experience managing and executing large, complex, cross-functional projects, ideally in a contact center and/or customer service environment - Experience working with frontline customer service and contact center organizations - Experience managing teams (ideally program or project managers) in Customer Service or Customer Experience organizations - Organized and collaborative leader who inspires and motivates their team while driving results on time, and at high quality - Understanding of technology use cases in customer service and contact centers - Experience in creating detailed project plans and business cases to show measurable impact of program and project execution - Ability to create compelling presentations and storytelling to to executives - Experience and ease interacting with and influencing senior executive leadership - Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth - Creating supporting roadmap for key priorities - uses knowledge of service best practices (internally & externally) to easily translate that into a compelling plan that is aligned with Airbnb’s mission and business priorities. - Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams **Your Location:** This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. [Click here](https://careers.airbnb.com/?ref=supporthuman.cx) for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. **Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [reasonableaccommodations@airbnb.com](mailto:reasonableaccommodations@airbnb.com). Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range$185,000—$230,000 USD ### Senior Program Manager, Community Support URL: https://supporthuman.cx/jobs/senior-program-manager-community-support/ Last updated: 2026-08-07T22:11:14.000Z ## [Airbnb](https://careers.airbnb.com/?ref=supporthuman.cx) | $150,000—$191,500 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Role looks mostly fine, save this requirement at the very bottom: > Grace under pressure Love how these companies are independently committing to the theme this week. Again, not enough to throw it into Tread Carefully, I would just recommend following up on it during any interviews. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Program Manager, Community Support](https://careers.airbnb.com/positions/6172467/?ref=supporthuman.cx) Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way. **The Community You Will Join:** The Community Support Team within Global Operations is the voice of the Airbnb brand, with over 20,000 ambassadors supporting our community and providing the glue that helps power millions of experiences and a sense of community and belonging for guests and hosts on our platform each year. Our organization deeply believes in providing a frictionless experience at scale, works across the company to ensure the support experience is integrated across the entire lifecycle, and endeavors to make support a secret weapon and strategic differentiator for our brand. **The Difference You Will Make:** As a Senior Program Manager in Community Support PMO, you are responsible for implementing large-scale, cross-functional and cross-platform programs that drive the strategic goals of the Community Support organization and Airbnb. You serve as the bridge between critical business functions such as Community Support, Marketing, Creative, Product/Platform, Design, Engineering, Policy and Comms teams, aligning stakeholders and shepherding teams through the process of bringing our strategic initiatives to life. You will deliver on the end-to-end scoping, planning, execution, and launch of initiatives to achieve success for our product, hosts, and guests. This high touch individual must come with experience working with seasoned executives, and be able to work with and influence stakeholders across entire organizations throughout Airbnb. You’ll play a critical role in bringing to life Community Support’s vision to build the world’s most loyal travel community through exceptional service. **A Typical Day:** - Lead complex cross-functional teams and manage multiple programs simultaneously, ensuring successful delivery while navigating ambiguous situations. - Collaborate closely with executive leadership to establish and maintain strategic alignment, communicate project status, and manage expectations. - Develop and execute program plans and schedules to achieve targeted performance metrics that align with executive-level expectations. - Be curious, anticipate and navigate obstacles and skillfully negotiate changes with cross-functional stakeholders at every stage from early concept through to launch. - Assess business and organization risk to make trade-off recommendations. - Close the loop - track and measure your outcomes and adapt and learn quickly from failure. - Champions CS PMO defined ways of working to drive intended outcomes and provide transparency. - Independently produces and revises documents and presentations that are executive ready. **Your Expertise:** - Bachelor's Degree or equivalent, preferably in education or related field; MBA or Masters preferred - 8+ years of broad experience in customer service across contact center operations, digital support, and contact center technology - Experience managing and executing large, complex, cross-functional projects, ideally in a contact center and/or customer service environment - Organized and collaborative Senior Program Manager who inspires and motivates their team while driving results on time, and at high quality - Understanding of technology use cases in customer service and contact centers - Experience in creating detailed project plans and business cases to show measurable impact of program, progress and project execution - Ability to create compelling presentations and storytelling to to executives - Experience and ease interacting with and influencing senior executive leadership - Proven ability to pivot and deal with ambiguous situations resulting in a structured outcome. - Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones to drive consensus across teams - Grace under pressure **Your Location:** This position is US - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a state where Airbnb, Inc. has a registered entity. [Click here](https://careers.airbnb.com/?ref=supporthuman.cx) for the up-to-date list of excluded states. This list is continuously evolving, so please check back with us if the state you live in is on the exclusion list. If your position is employed by another Airbnb entity, your recruiter will inform you what states you are eligible to work from. **Our Commitment To Inclusion & Belonging:** Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: [reasonableaccommodations@airbnb.com](mailto:reasonableaccommodations@airbnb.com). Please include your full name, the role you’re applying for and the accommodation necessary to assist you with the recruiting process. We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application. **How We'll Take Care of You:** Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits. Pay Range$150,000—$191,500 USD ### Technical Support Engineer (L5) URL: https://supporthuman.cx/jobs/technical-support-engineer-l5/ Last updated: 2026-08-08T00:06:38.000Z Location: Los Gatos ## [Netflix](https://jobs.netflix.com/?ref=supporthuman.cx) | $100,000-$720,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems great, and the salary is amazing. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Technical Support Engineer (L5)](https://explore.jobs.netflix.net/careers/job/790298014234?ref=supporthuman.cx) Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. **The Role** **About the Engineering Support Organization** The primary goal of the Engineering Support Organization is to empower Productivity Engineering to scale customer support. Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education. **Our Mission** We pride ourselves on providing outstanding support to Netflix’s developer community. We advocate for our customers by diligently following through on issues and resolving them promptly. If blockers prevent immediate resolution, we ensure clear communication about the status and provide visibility into the cause of the delay. We offer insights and feedback, and champion customer sentiment regarding the tools and services we support. We share this valuable information with our partners across Productivity Engineering. We also collaborate with Product Management and Engineering to track ongoing issues, maintain visibility, and communicate customer needs to ensure improvements are prioritized. We lead collaboration efforts to reduce product friction and enhance usability. This enables Productivity Engineering to build, deploy, and deliver highly functional solutions to the Developer Community. Our[ culture](https://jobs.netflix.com/culture?ref=supporthuman.cx) is unique, and we tend to live by our values, allowing you to do your best work and grow. To learn more about Productivity Engineering, feel free to listen to this[ podcast](https://frontendhappyhour.com/episodes/productivity-engineering-ballmer-peak/?ref=supporthuman.cx). **The Role** We are looking for a Technical Support Engineer with a passion for productivity infrastructure and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers’ requests, troubleshooting, solving issues, automating support needs, developing runbooks, improving and maintaining support tools, understanding our product offerings, and continuously looking for ways to improve the engineering support experience. Our ideal candidate has hands-on experience in customer-facing engineering support roles, building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing. We are looking for someone who excels at understanding and solving complex and ambiguous issues, and is always seeking to improve. As an Engineer in this role, we need a candidate who can understand our complex offerings on a deep technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions. **What you’ll need to be successful:** - You have a minimum of 3 years of professional support engineering experience - Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts. - You possess an in-depth knowledge of Gradle with an ability to effectively manage and orchestrate project builds and dependencies. - You have a strong foundation in Java, complemented by a thorough understanding of the Spring Boot framework. - You excel in developing tools and scripts and seek out process improvement opportunities through automation. - You have a solid understanding of Continuous Integration/Continuous Delivery (CI/CD) and their purposes. - You are skilled in providing superior customer support across a complex organization, ideally as part of a central team. You obsess over customer experience. - You have excellent written and verbal communication skills and appreciate the importance of comprehensive documentation. - You have strong collaboration skills and experience working with cross-functional teams. - You are passionate about technical documentation and tutorials and have a deep understanding of what makes a great knowledge base. - Other attributes that will excite us: You are conversant with GRPC, including handling service-to-service IPC calls, GRPC statuses, interceptors, and knowledge of the Protobuf protocol - You have had exposure to Linux and Docker and have worked with Debian / Artifacts - You are a data-driven decision-maker and you have experience building dashboards - You have experience in supporting infrastructure automation and have used Zendesk or other ticketing systems for administration - You have familiarity with and are passionate about observability tooling and best practices. Be sure to review our[ culture page](https://jobs.netflix.com/culture?ref=supporthuman.cx) to learn more about the unique Netflix culture and the opportunity to be part of our team. Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $720,000. Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits [here](https://jobs.netflix.com/work-life-philosophy?ref=supporthuman.cx). Netflix is a unique culture and environment. Learn more [here](https://jobs.netflix.com/culture?ref=supporthuman.cx). We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Job is open for no less than 7 days and will be removed when the position is filled. ### Player Support Lead URL: https://supporthuman.cx/jobs/player-support-lead/ Last updated: 2026-08-08T00:06:09.000Z Location: Los Angeles ## [Netflix](https://jobs.netflix.com/?ref=supporthuman.cx) | $50,000-$250,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The role itself seems fine, but the salary range is very wide, and the low end is way too low for a Lead role (especially at a company like Netflix). I don't think that's enough to put it in Tread Carefully, but I would ask about it if I were a candidate. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Player Support Lead](https://explore.jobs.netflix.net/careers/job/790298610891?ref=supporthuman.cx) Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. **The Role** Player Support Lead, Internal Studios (Netflix Games) Netflix Games is seeking an exceptional Player Support Lead to support one of our Internal Game Studios and help deliver the next generation of video games to a global audience. This role is part of the player support organization, within Game Operations, and will collaborate closely with the assigned Game Studio, Game Product Marketing, QA, Program Management (PGM), streaming support, and more. The ideal candidate will have a proven track record of building strong relationships with cross-functional partners both internally and externally, and a passion for ensuring players have the optimal experience with our games. **Responsibilities** - Oversee day-to-day player support operations for assigned internal game/studio(s). - Prepare support vendors for upcoming new game releases, updates, and live-operated events to enhance the player experience. - Develop agent training materials and player-facing FAQ articles to ensure ongoing readiness of player support operations. - Establish and/or optimize processes to identify, track, and escalate in-game trends, emerging game issues, and policy opportunities. - Collaborate closely with game development leads, Community Manager, and QA leads to address game-specific issues and trends. - Influence and help shape player support strategies by working closely with the Head of Player Support and the Player Support Program Manager. - Contribute to tooling and tech improvements to enhance player support workflows. - Monitor agent performance and report on key metrics. - Collaborate with support vendor partners—agents, team leads, shift leads—to ensure the team exceeds operational excellence and KPIs (CSAT, average handle time, average resolution time, agent quality, etc.). - Build and maintain strong relationships with cross-functional partners (Marketing, QA, Community Manager, PGM, incident response, etc.). - Ensure the player support team is well-informed, well-prepared, and able to provide the best possible support to players. **Requirements** - 5+ years of experience in player support as a lead, supervisor, or manager in the gaming industry. - Proven track record of managing multiple games simultaneously and overseeing externally sourced agents and/or outsourced support teams. - Great written and verbal communication skills - Hands on experience writing documentation, agent training, public facing help center articles **Industry Knowledge**: - In-depth understanding of the game development process and a variety of game content, preferably including live service games and mobile games. **Analytical Skills**: - Proficient with a data-driven approach to analyze and optimize player support KPIs and identify trending game issues to advocate for fixes with the game studio. - Experience building reports from scratch using CRM analytics, Google Sheets, and other data systems. - Experience with app store reviews and insights to gather player feedback and drive improvements. **Technical Skills:** - Extensive experience with CRM tools, Google Suite, and other customer support tools. - Understanding of mobile games, mobile phone eco-system and hardware. - Experience working with QA, Game Developers, Producers in preparation to support game releases - Have had experience logging game bugs in JiRA or other systems **Interpersonal Skills**: Strong relationship-building skills; capable of establishing effective partnerships with stakeholders such as Game Studio, PGM, Production, QA, Product Marketing, Live Service/Product Management, and others. - High level of player empathy and dedication to ensuring a positive player experience. - Exceptional written and verbal communication skills, with experience creating PowerPoint presentations, agent training materials, documentation, and FAQs. **Problem-Solving Skills:** - Continuously seeks ways to improve and iterate on existing frameworks or build new ones for optimal results. - Approaches challenges strategically and applies flexible solutions. - Can seamless prioritize multiple projects at the same time **Compensation:** Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $50,000 - $250,000. Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits [here](https://jobs.netflix.com/work-life-philosophy?ref=supporthuman.cx). Location: CA preferred, or Other US States in PST/CST Timezone Remote locations will be considered. PST working hours and light travel within the U.S**.** We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Job is open for no less than 7 days and will be removed when the position is filled. ### Investigations & Response Manager, Customer Trust & Privacy URL: https://supporthuman.cx/jobs/investigations-response-manager-customer-trust-privacy/ Last updated: 2026-08-08T00:06:39.000Z Location: Los Gatos ## [Netflix](https://jobs.netflix.com/?ref=supporthuman.cx) | $100,000-$350,000 ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems like a pretty straightforward role with no major flags. The salary is, of course, Netflix generous. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Investigations & Response Manager, Customer Trust & Privacy](https://explore.jobs.netflix.net/careers/job/790298153155?ref=supporthuman.cx) Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. **The Role** At Netflix, we entertain the world with our exciting content and cutting-edge technology. As the Investigations & Response Manager, Customer Trust & Privacy, you'll play a crucial role in ensuring our Customer Service (CS) is always ready, informed, and aligned with our innovative product launches. This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy. You will work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness. In addition to ensuring CS is always ready and informed, you will be responsible for managing a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering critical insights from CS to inform strategy, decision-making, and innovation. We’re looking for a strategic thinker and strong leader who can seamlessly bridge the gap between Product & Engineering teams and Customer Service. This role offers opportunities for professional growth and the chance to make a significant impact on improving customer trust and security. If you’re passionate about privacy, product innovation, and customer service, and you thrive in a fast-paced, collaborative environment, we want to hear from you! **Responsibilities:** - I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership. This is a people management role, requiring strong leadership and team development skills. - Privacy Operations Alignment: Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions. - Strategic Collaboration: Partner closely with Product & Engineering teams to ensure Customer Service (CS) is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy. Use strategic thinking to anticipate potential challenges and opportunities. - CS Insights & Product Innovation: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions. Leverage strategic thinking to identify trends and areas for improvement, particularly in areas of Customer Trust, Account Security, Payments Fraud, and Privacy. - Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests. - CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions. Use strategic insights to influence product direction, especially in enhancing customer trust and security. - Agent Readiness: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed. Strategically plan content to address potential issues and questions. - CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives. Use strategic planning to enhance cross-functional teamwork. - Forecast Input: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches. Utilize strategic thinking to predict future needs and trends. - Impact Analysis: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience. Apply strategic insights to mitigate negative impacts and enhance positive outcomes. - Project Management: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution. Use strategic planning to ensure projects are aligned with broader company goals. **Qualifications:** - Proven experience in program management, especially within product and customer service environments. - 5+ years of experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries. - Strong understanding of privacy regulations and customer privacy concerns. - Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering. - Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business to successfully advocate for a team. - Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus. - Ability to fully operate autonomously and navigate organizational ambiguity while expanding the team knowledge base and footprint across undiscovered areas and on top of already established clear-cut priorities. - Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends. - Superior organizational skills, extraordinary attention to detail, and a ‘challenge-the-status-quo’ / ‘go outside of the comfort zone’ mindset that processes can always be improved. - Self-starter and fast learner who can work independently while using impeccable judgment. - Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines. - Receptive to and able to appropriately give & incorporate real-time feedback. - Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context. - Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software. Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $350,000. Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits [here](https://jobs.netflix.com/work-life-philosophy?ref=supporthuman.cx). Netflix is a unique culture and environment. Learn more [here](https://jobs.netflix.com/culture?ref=supporthuman.cx). We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Job is open for no less than 7 days and will be removed when the position is filled. ### Senior Contact Center Operations Strategist URL: https://supporthuman.cx/jobs/senior-contact-center-operations-strategist/ Last updated: 2026-08-07T22:11:19.000Z ## [Genesys](https://www.genesys.com/company/careers?ref=supporthuman.cx) | $99,000-$194,300 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Application is on Workday. My condolences. Seems fine, very corporate, but they're honest about that. Benefits are fine; pay is mostly okay – I think the low end is a little too low for a senior role, but not so low that it's a major flag. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Contact Center Operations Strategist](https://genesys.wd1.myworkdayjobs.com/en-US/Genesys/job/United-States/Senior-CCaaS-Operations-Strategist%5FJR104947?jobFamilyGroup=0b40e66ca32e1025ac5258b3c3490000&jobFamilyGroup=0b40e66ca32e1025ac5250e97bd80000&ref=supporthuman.cx) Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together. **Job Summary:** We seek a highly experienced Senior Contact Center Operations Strategist to join our CX Advisory & Transformation group, serving customers across North America. The ideal candidate will have over 15 years of hands-on experience in contact center operations, with a proven track record of managing and improving top KPIs, creating effective strategies to optimize operations, and aligning the appropriate technology to enhance performance. This role demands a strong executive presence, exceptional numerical and reporting skills, and the ability to communicate effectively with C-level executives and decision-makers. The candidate will mentor and coach other consultants to deliver data-driven recommendations that drive change and improvements through data-driven insights and articulate Genesys Cloud technology recommendations. **Key Responsibilities:** **Contact Center Operations Advisory:** - Perform as a strategic adviser for contact center operations leaders, focusing on improving core KPIs that drive business value using Genesys Cloud technology - Develop and implement strategies to improve key metrics and overall performance, aligning appropriate technologies and processes to enhance contact center operations. **Executive Communication and Presentation:** - Demonstrate strong executive presence and the ability to communicate with top-tier level executives (ie. VP, EVP, C-level) and decision-makers. - Prepare and present detailed reports on contact center performance and improvement strategies. - Understand and articulate the main drivers for contact center success applicable to their industry and their current maturity **Build a Data-Driven Operations Improvement Practice:** - Work with a consultative mindset to prepare and deliver projects to improve our customer’s contact center operations. - Supervise and effectively mentor a team to implement changes, recommendations, and insights. - Collaborate with other members of Genesys (CSMs, TAMs, Sales, SEDs, etc) to achieve project goals. - Drive and execute joint plans to ensure customer satisfaction and operational excellence. Our key objectives are to help our customers realize value and drive the adoption of Genesys technology. **Technology Alignment and Use Cases:** - Articulate and recommend Genesys Cloud technology to support strategic initiatives. - Build and present use cases to help customers understand the path to resolution and technology benefits. **Cross-Functional Collaboration:** - Collaborate with Customer Success Managers (CSMs), Technical Account Managers (TAMs), and Sales teams to align on customer success. - Drive and execute joint plans to ensure customer satisfaction and operational excellence. **Qualifications:** - Over 15 years of experience in contact center operations, focusing on managing and improving contact center KPIs. - Strong understanding of new contact center technologies, including AI, and the application to optimize operations - Have a wide range of experiences with inbound, outbound, workforce management, IVR/Bot, reporting, etc. - Exceptional numerical and reporting skills, with the ability to analyze data and present actionable insights. - Proven ability to communicate effectively with C-level/EVP executives and decision-makers. - Experience in coaching and mentoring teams to drive performance improvements. - Demonstrated consultative mindset with a track record of successful transformation project delivery. - Strong collaboration skills with the ability to work effectively across functions and teams. **Desired Skills:** - Expertise in enterprise-level Contact Center operations - Proficiency in contact center reporting and analytics tools. - Strong understanding of the contact center industry and emerging trends. - Excellent leadership and team management abilities. - Strategic thinker with strong problem-solving skills. - Ability to handle multiple projects simultaneously and meet deadlines. **Compensation:** This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $99,000.00 - $194,300.00 **Benefits:** - Medical, Dental, and Vision Insurance. - Telehealth coverage - Flexible work schedules and work from home opportunities - Development and career growth opportunities - Open Time Off in addition to 10 paid holidays - 401(k) matching program - Adoption Assistance - Fertility treatments More details about our company benefits can be found at the following link: [https://mygenesysbenefits.com](https://mygenesysbenefits.com/?ref=supporthuman.cx) If a Genesys employee referred you, please use the link they sent you to apply. **About Genesys:** Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit [www.genesys.com](http://www.genesys.com/?ref=supporthuman.cx). **Reasonable Accommodations:** If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting. This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response. **Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.** *Please note that recruiters will never ask for sensitive personal or financial information during the application phase.* ### Support Team Lead URL: https://supporthuman.cx/jobs/support-team-lead-2/ Last updated: 2026-08-07T22:11:20.000Z ## [Arbor Education](https://careers.arbor-education.com/?ref=supporthuman.cx) | £30,000-£35,000 (\~$39,600-$46,000) ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This job was reader-submitted. Thanks! I'm torn – it's rare to see salary transparency for international roles, so kudos to Arbor Education for sharing the salary and putting it up front: £30,000-£35,000 (\~$39,600-$46,000). However, a lead position at that salary level is not great, and that's even before I look at the JD. Overall, it's pretty clear they're looking for a discount manager, which is enough to put this in Tread Carefully. There are several [other CX positions available](https://careers.arbor-education.com/jobs?ref=supporthuman.cx) as well. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Team Lead](https://careers.arbor-education.com/jobs/4830830-support-team-lead?ref=supporthuman.cx) **Location:** Leeds **Salary:** £30,000 - £35,000 **About us** At Arbor, we’re on a mission to transform the way schools work for the better. You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way. We passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job. We’re building a platform and products we believe in - as well as a strong, diverse team of experienced specialists, ex-teachers and Edtech engineers passionate about making a difference to the sector. Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere. **About the role** We are looking for a collaborative and analytical Support Team Lead to join our Customer Support team and motivate and manage the performance of one of our 1st line support teams. The remit and focus of the role is to track and drive performance in the team, while ensuring that they are providing an excellent customer experience. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re customer centric and a good team player, this is the role for you. **Core responsibilities** - Line manage a team of Customer Success Analysts delivering monthly 1-1’s, half-yearly performance reviews, and individual development plans to ensure the success of the team - Track and drive performance of individual team members - Carry out monthly quality checks on a sample of CSA tickets giving regular, constructive feedback and coaching - Work closely with the Senior CSA in the team to inform training and coaching plans - Work within company SLAs and ticketing best practice guidance - Lead all first stage interviews for new Customer Success Analysts - Contribute to Customer Team & Support Team planning, putting forward any ideas to streamline process and reduce costs - Support the team by answering first line calls and tickets for our customers, demonstrating what it means to provide excellent customer service - Identify where customers may be at risk, following the risk process to produce clear mitigation plans when needed - Make recommendations for cross functional collaboration to the Head of Support - Work closely with all relevant departments allowing free communication of ideas and information that may affect our customers - Consistently represent and work in line with company values - Ensure queries/complaints raised to the Support Team are resolved within service level agreements (SLAs) and the customer is satisfied with the resolution - Resolve or refer queries to relevant stakeholders across Arbor as necessary - Maintain and update Zendesk and CRM and track the performance of this in your team. - Support with the successful onboarding of new clients **About you** - Experience as a team lead in a first line customer service environment - Experience managing omni-channel experience across calls, emails and webchat - Outstanding communication and interpersonal skills - Ability to work effectively within an entrepreneurial, fast-paced, and results-oriented culture, by demonstrating strong operating instincts, organisational skills and discipline - Experience setting clear goals/objectives for both individuals and teams - Confident reporting achievements and challenges faced within the team to the wider business - Ability to interpret data in order to understand school needs and develop schools insights - Passionate commitment to providing high quality customer service - A leader who exemplifies the willingness to go the extra mile for our customers - Understanding of Arbor MIS and the landscape in which our schools operate desirable **What we offer** The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer: - A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more! - 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 extra company wide days given over Easter, Summer & Christmas - Enhanced maternity and adoption leave (20 weeks full pay) and paternity (6 weeks full pay) pay - 5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life! - Private Dental Insurance - Access to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme) - All of our roles champion flexible working and we are happy to discuss what this means to you! - Social committees that plan team, office and company wide events to bring people together and celebrate success - Dedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc) - Volunteer with a charity of your choice for a day each year - Dog friendly offices! **Interview process** 1. Phone screen 2. 1st stage 3. 2nd stage We are committed to a fair and comfortable recruitment process, so **if you require any reasonable adjustments** during your application or interview process, please reach out to a member of the team at [careers@arbor-education.com](mailto:careers@arbor-education.com). Our commitment is also backed by our partnership with Neurodiversity Consultancy, Lexxic who provide us with training, support and advice. **Arbor Education is an equal opportunities organisation** Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds. **Refer a friend:** Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: [careers@arbor-education.com](mailto:careers@arbor-education.com) **Please note:** We are unable to provide visa sponsorship at this time. DepartmentCustomer SupportLocations[Leeds](https://careers.arbor-education.com/locations/leeds?ref=supporthuman.cx)Remote statusHybrid Remote ### Senior Customer Success Manager URL: https://supporthuman.cx/jobs/senior-customer-success-manager-6/ Last updated: 2026-08-07T22:11:21.000Z ## [Carrot Fertility](https://www.get-carrot.com/company/careers?ref=supporthuman.cx) | $93,000-$120,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems good! No major flags and the benefits are great. Salary seems a little on the low side for a Senior Customer Success Manager, but if it's just a base salary with commission, it could be great. The position just says remote, so I'm assuming it's Remote-Worldwide. There are several other Success positions in countries around the world on [the jobs page](https://www.get-carrot.com/company/careers/open-roles?ref=supporthuman.cx). [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Customer Success Manager](https://job-boards.greenhouse.io/carrotfertility/jobs/5268109004?ref=supporthuman.cx) **About Carrot:** [Carrot Fertility](https://www.carrotfertility.com/?ref=supporthuman.cx) is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support. **The Role:** Carrot is seeking a Senior Customer Success Manager to support new and existing Carrot customers for our Mid-market segment and work strategically to best satisfy their needs to become a celebrated and continuing component of their benefits offering. You'll report to a Manager of Customer Success and support Carrot’s existing customers to ensure retention, grow our ACV, increase member engagement, and maintain high levels of customer satisfaction. You will act as a trusted advisor to HR benefits leaders, help communicate the value of the Carrot product, and respond to customer needs, questions, and requests. As a Senior Customer Success Manager at Carrot, you will help develop customer success strategies and best practices for serving our mid-market customers and help support our quickly growing team. The Senior Customer Success Manager should proactively source opportunities from existing customers, with a focus on the expansion of the relationship and helping customers accelerate their success. **Minimum Qualifications:** - Bachelor’s degree - 5+ years of experience in customer success, customer support, or account management in a high-growth, technology environment - Successfully managed complex projects - from coordinating with cross-functional teams to setting and meeting deadlines, you excel at juggling various moving parts of multiple simultaneous projects to deliver exceptional results - Clear, empathetic communicator - you communicate with a deep understanding of customer needs and constraints and can weigh them against internal priorities and limitations - Enthusiasm for Carrot Fertility’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team - Experience with Salesforce or other CRM - Some familiarity with Carrot’s buyers (HR benefits leaders) is preferred, but not required - Detail-oriented - Process-oriented with an automation/efficiency mindset **Preferred Qualifications:** - Comfortable working in an ambiguous environment; organized, diligent, and self-motivated - Prior experience successfully renewing and driving expansion of existing customer relationships - Experience developing best practices, creating scalable systems, and automating routine processes - Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team **Compensation:** Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $93,000.00 - $120,000.00\. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. **Why Carrot?** Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com. ### Director, Global Customer Support URL: https://supporthuman.cx/jobs/director-global-customer-support/ Last updated: 2026-08-08T00:06:42.000Z Location: Columbia (MD) ## [Oracle](https://www.oracle.com/careers/?ref=supporthuman.cx) | $139,300-$291,900 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems fine. Sounds like a very call center-y, corporate role, which is fine if that's your thing. Benefits seem good, pay range is good (if broad). Lots of other Support roles (over 100) on [the Oracle jobs page](https://careers.oracle.com/jobs/?ref=supporthuman.cx#en/sites/jobsearch/requisitions?lastSelectedFacet=CATEGORIES&location=United+States&locationId=300000000149325&selectedCategoriesFacet=300000001917360), some remote, most local. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director, Global Customer Support](https://careers.oracle.com/jobs/?ref=supporthuman.cx#en/sites/jobsearch/job/254636/?lastSelectedFacet=CATEGORIES&location=United+States&locationId=300000000149325&selectedCategoriesFacet=300000001917360https://careers.oracle.com/jobs/#en/sites/jobsearch/job/254636/?lastSelectedFacet=CATEGORIES&location=United+States&locationId=300000000149325&selectedCategoriesFacet=300000001917360) - Job Identification 254636 - Job Category - Support - Posting Date- 08/22/2024, 07:58 AM - RolePeople - Manager - Job Type - Regular Employee - Experience Level - Professional - Does this position require a security clearance? No - Years - See Job Description - Applicants are required to read, write, and speak the following languages - English - Additional Info - Visa / work permit sponsorship is not available for this position ## Job Description **Director, Global Customer Support - Columbia, MD** **Location:** Hybrid, with weekly on-site presence in Columbia, MD **Help Desk Hours:** Typically 6 am - 11 pm ET, including weekends and holidays; availability for emergent situations required **Role Overview:** Are you energized by the challenge of managing high-volume, highly skilled support teams? Do you excel at training your managers to deliver customer service with both empathy and technical expertise? As the Director of Global Customer Support for Top Accounts, you will lead a dedicated team to provide exceptional support for clients using Oracle’s SaaS Hospitality tools. Your role will be essential in meeting SLAs, enhancing customer satisfaction, and collaborating cross-functionally to drive product improvements. **What We Are Looking For:** - **Experience:** Proven experience in managing high-volume support teams, preferably within the SaaS or hospitality industry. Strong track record of leading and developing managers and technical teams. - **Customer & SLA Management:** Demonstrated ability to handle large, strategic accounts and meet SLA targets consistently. - **Cross-Functional Skills:** Experience working cross-functionally to enhance product performance and address customer needs. - **Mentorship & Innovation:** Strong capabilities in mentoring team members and driving continuous improvement and innovation. - **Communication & Negotiation:** Excellent negotiation, interpersonal, written, and oral communication skills. Ability to influence policy and manage complex situations effectively. - **Availability:** Flexibility to work within help desk hours and availability for emergent situations outside of standard hours. **What We Like to See:** - **Industry Experience:** Experience in the hospitality software or SaaS industry is highly desirable. - **Leadership:** Demonstrated ability to lead and develop managers and teams in a Director-level support role, ideally with 8-10+ years of experience. - **Customer Management:** Experience managing support teams that handle large, strategic customers. - **Efficiency Improvement:** Proven track record of collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations. - **Coaching Skills:** Excellent coaching abilities with experience mentoring early-career professionals considered a plus. - **Communication Skills:** Strong negotiation, interpersonal, written, oral communication, and presentation skills are required. - **Problem-Solving:** A proactive problem solver with a focus on finding solutions and driving results. - **Education:** Bachelor’s degree in Information Technology, Computer Science, Management Information Systems (MIS), Management, or a related field is preferred. ### Responsibilities **Key Responsibilities:** - **Leadership & Management:** Lead and mentor a team of front-line managers and technical engineers to deliver world-class support. Foster an environment where empathy and technical proficiency are prioritized. - **SLA Accountability:** Ensure all service level agreements (SLAs) are met or exceeded. Develop strategies to maintain high performance and promptly address any service issues. - **Customer Satisfaction:** Drive initiatives to continually improve and maintain high levels of customer satisfaction. Implement robust mentorship, continuous improvement, and innovation programs. - **Cross-Functional Collaboration:** Work with internal teams to identify and address product issues, contributing to product enhancements and innovations. - **Operational Excellence:** Direct and oversee the implementation of operational policies through subordinate managers. Ensure consistency and best practices in support operations. - **Executive Interaction:** Engage with executive management both internally and externally to negotiate and resolve complex issues, influencing policy and strategic decisions. **What We Offer:** - **Impactful Role:** Lead and shape global support practices for top accounts using Oracle’s cutting-edge SaaS Hospitality tools. - **Hybrid Work Environment:** Balance between remote work and weekly on-site presence in Columbia, MD. - **Competitive Compensation:** Comprehensive benefits and competitive salary package. If you are passionate about leading high-performance teams and delivering exceptional support in a dynamic environment, we invite you to apply and join our team! ### Qualifications Disclaimer: **Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.** **Range and benefit information provided in this posting are specific to the stated locations only** US: Hiring Range: from $139,300 to $291,900 per annum. May be eligible for bonus, equity, and compensation deferral. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: 1\. Medical, dental, and vision insurance, including expert medical opinion 2\. Short term disability and long term disability 3\. Life insurance and AD&D 4\. Supplemental life insurance (Employee/Spouse/Child) 5\. Health care and dependent care Flexible Spending Accounts 6\. Pre-tax commuter and parking benefits 7\. 401(k) Savings and Investment Plan with company match 8\. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. 9\. 11 paid holidays 10\. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours. 11\. Paid parental leave 12\. Adoption assistance 13\. Employee Stock Purchase Plan 14\. Financial planning and group legal 15\. Voluntary benefits including auto, homeowner and pet insurance The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. **Required Skills** Ability To Influence Accountability Continuous Improvement Customer Satisfaction Customer Service Excellent coaching skills Hospitality Leadership Ability Presentation Skills Strategic Innovation **About Us** As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds. When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one. **Disclaimer:** Oracle is an Equal Employment Opportunity Employer\*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. **\* Which includes being a United States Affirmative Action Employer** ### Director of Support URL: https://supporthuman.cx/jobs/director-of-support-2/ Last updated: 2026-08-08T00:06:30.000Z Location: Arlington ## [PeopleGrove](https://www.peoplegrove.com/about/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Okay, the Customer Success Manager role was a bit of a stinker, let's see how this one goes. > Role Description : > 40% Individual Contributor | 20% People Management | 20% Project Management | 20% Strategy I'm all for staying close to the customer, so I'm trying to figure out why this bugs me. Maybe it's because I'm trying and failing to think of any other kind of role in which a company would type something like this out. I don't see a Director of Engineering being described as a 40% individual contributor or, as the BJB Shitposting Board pointed out, having their work so specifically divvied out for them before they ever step into the role. > You’ll have a voice and a seat at the table in shaping our support and onboarding strategy. Unless you're reporting to a VP of CS/CCO, this feels like a major red flag. If you're the Director, why aren't you the one designing and driving the strategy? I don't think they really know why they're hiring a Director of Support, which will likely make actually working in this role unpleasant, to say the least. I'm putting this right next to this company's other role in **Seriously, Maybe Don't**. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director of Support](https://jobs.lever.co/peoplegrove/909b9a6d-5b8b-4202-ac83-8a5602f51d06?ref=supporthuman.cx) **Overview :** PeopleGrove is a B2B SAAS platform for higher education institutions to extend career access and advancement opportunities to their students and alumni. We are dedicated to transforming the higher education landscape by reimagining how people find careers and connect with each other. As a remote-first startup, we are a team of over 100 dedicated professionals across the US and India, committed to our mission and values.We are seeking an experienced Director of Support to lead our customer support and onboarding teams and ensure a delightful product experience for our users. **Role Description :** *40% Individual Contributor | 20% People Management | 20% Project Management | 20% Strategy* As the Director of Support, you will work with a team of support specialists and onboarding professionals, collaborating with product managers, engineers, and leadership. Your role will involve driving impactful support and onboarding initiatives, enhancing our processes, and ensuring customer satisfaction.In this position, you will lead a team of support and onboarding professionals, guiding strategies, and acting as an individual contributor when necessary. You will need to be hands-on, helping to resolve complex support and onboarding issues, and mentoring your team to excel in their roles. **3 Reasons You’ll Love This Job :** - You’ll solve complex customer issues and design creative support and onboarding solutions. - You’ll have a voice and a seat at the table in shaping our support and onboarding strategy. - You’ll make a significant impact on the user experience and contribute to the success of future leaders around the world. **Responsibilities :** **Individual Contributor** - Handle escalated support and onboarding issues and work with the team to resolve them efficiently. - Identify and implement strategic support and onboarding initiatives. - Collaborate with product managers, engineers, and client facing teams to ensure seamless support and onboarding processes. - Be proactive in identifying areas for improvement in support and onboarding services and driving those projects forward. **Project Management** - Develop and maintain transparent support and onboarding processes that produce high-quality results. - Help the support and onboarding teams with project prioritization and planning. - Communicate support and onboarding strategies and updates to other teams and leadership. - Encourage and train team members to manage their own time and projects effectively. **People Management** - Ensure team members are working on high-value tasks and delivering quality support and onboarding on time. - Foster a collaborative and supportive team culture with a reasonable work/life balance. - Support the team’s growth by providing feedback and guiding team members toward achieving their professional goals. - Mentor and develop support and onboarding team members to enhance their skills and performance. **Strategy** - Craft a vision and roadmap for the support and onboarding teams. Identify goals for the next 6 months and beyond. - Monitor new trends and best practices in customer support and onboarding and assess their applicability. - Identify gaps in current support and onboarding practices and propose innovative solutions. - Collaborate with other functions at PeopleGrove to ensure cohesive support and onboarding strategies. ### Skills and Experience : - Proven experience in a customer support and/or onboarding leadership role, preferably in a B2B SAAS environment. - Strong problem-solving skills and the ability to handle complex support and onboarding issues. - Excellent project management skills with a track record of successful support and onboarding initiatives. - Experience in managing and developing remote support and onboarding teams. - Strong communication and collaboration skills. - Ability to work independently and as part of a team. At PeopleGrove, we celebrate diversity, support inclusion, and thrive on the benefits these bring to our employees, products, and community. PeopleGrove is proud to be an equal-opportunity workplace.Join us in our mission to transform higher education and make a difference in the lives of students and alumni worldwide. ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-10/ Last updated: 2026-08-08T00:06:31.000Z Location: Arlington ## [PeopleGrove](https://www.peoplegrove.com/about/careers/?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Careers page looks great – and they offer pet insurance! > Passion for supporting the mission of higher education. Sure, but I'm speaking from experience here: mission juice will not pay your bills or feed your family. Edtech is especially bad about bleeding their people dry in support of the mission, so just...be careful. My alarm bells are ringing. > Comfortable with taking risks, leading and working through ambiguity, and challenging assumptions to develop and deliver optimal solutions for customers. Boy, those alarm bells are getting loud. I don't even know what this is supposed to mean, but you should NEVER EVER take on risk on behalf of the company employing you unless you're, like, a firefighter or something. Which this is very much not. Yeah, I was gonna put this in Tread Carefully, but not anymore! **Seriously, Maybe Don't** it is. (Oh god, do I need to start counting pet insurance as a red flag? Why, hiring managers, WHY?) [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://jobs.lever.co/peoplegrove/6818f176-224e-4eb2-a1cd-7349ac11d63a?ref=supporthuman.cx) **CUSTOMER SUCCESS MANAGER :** A Customer Success Manager at PeopleGrove is the strategic advisor to our customers, showcasing the value of PeopleGrove and how our solutions help drive institutional impact and outcomes. You will champion solution adoption, customer growth and expansion, and ensure that each of your assigned customers have the resources and support they need to experience success and a clear return on their investment in PeopleGrove. ### HERE IS WHAT YOU'LL DO : - Forecast and manage revenue for all assigned accounts, from proactive touchpoints through pricing proposals and contract execution to ensure timely completion of all customer renewals. - Build strong relationships with primary decision makers and key stakeholders, and develop a deep understanding of their needs, goals, challenges, desired institutional outcomes, and how those can be met with PeopleGrove’s solutions. - Provide basic tactical support for clients when needed such as: running data imports, building email campaigns, resetting formal mentorship programs. - Educate customers on platform features and functionality; aligning functionality to use cases appropriate and valuable to the individual customer. - Act as a strategic advisor with your assigned accounts by providing consulting, coaching, and reporting that demonstrate PeopleGrove’s measurable impact on customer outcomes. - Analyze customer adoption and engagement data to identify, communicate, and act upon both risks and opportunities. - Maintain a regular cadence with your accounts through a variety of channels including monthly web-based meetings, email correspondence, phone calls, and in-person meetings. - Serve as the voice of your customers cross-functionally, providing feedback and insights internally; while continuing to position the product as a valuable solution that demonstrates positive impact on customer objectives. - Contribute to customer success programs at scale, including customer workshops, webinars, PeopleGrove Community, and other customer education and engagement tactics. - Partner with Sales to develop and execute growth plans for accounts within your portfolio, and assist in presales activities as needed. - Success will be measured by your impact on gross retention, net retention, and customer adoption and engagement metrics. ### HERE IS WHAT YOU'LL BRING : - 5+ years experience working in the higher education industry and providing services/solutions to institutions, ideally a combination of roles. - Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external constituents. - Ability to speak to solutions at a high level while also being able to get into the details and utilization of platform features. - Passion for supporting the mission of higher education. - Comfortable with taking risks, leading and working through ambiguity, and challenging assumptions to develop and deliver optimal solutions for customers. - Outstanding organizational skills and the ability to manage multiple priorities. - Proficiency in Google Suite, Salesforce, and CRM systems with ability to learn new technology tools quickly. - Ability to travel up to 15%. **To be considered: Please include a cover letter that is less than 2 paragraphs explaining your passion for education, desire to work in customer success, and background highlighting the traits that allow you to excel personally and professionally in this role at PeopleGrove.** At PeopleGrove, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. PeopleGrove is proud to be an equal opportunity workplace. If you need assistance or an accommodation due to a disability, you may contact us at careers@peoplegrove.com or you may call us at 650-584-3400. ### Customer Experience & Service Transformation Management Manager URL: https://supporthuman.cx/jobs/customer-experience-service-transformation-management-manager/ Last updated: 2026-08-08T00:06:42.000Z Location: Cincinatti ## [Accenture](https://www.accenture.com/us-en/careers?ref=supporthuman.cx) | $86,500-$258,500 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Application is on Workday. My condolences. I have no idea whether this job is remote, hybrid, or onsite. I'm going to guess Hybrid since they require "primary residency within 90 minutes of an approved Accenture office." This job seems fine if very, very corporate, and the weirdly wide salary range notwithstanding. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience & Service Transformation Management Manager](https://www.accenture.com/us-en/careers/jobdetails?id=R00217625%5Fen&title=Customer+Experience+%26+Service+Transformation+Management+Manager&ref=supporthuman.cx) **We are:** Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: [www.accenture.com/song](http://www.accenture.com/song?ref=supporthuman.cx) **You are:** An expert in customer support and contact centers, with an understanding of the software / technology that enables day-to-day operations. You understand the ins and outs of customer support organizations what drives call volume, how to unlock and deliver customer value and think about customer support in a digital, self-service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer support transformation previously are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes, and you’ve pitched proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders. **The work:** - Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals - Define business cases, business and implementation roadmaps, and execute solutions - Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences - Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions - Advise clients on ways to measure and improve their customer-centric metrics - Lead change-management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success - Establish relationships with client stakeholders and build long-term partnerships for Accenture - Identify opportunities and drive business development efforts to build the Accenture Consulting practice - Manage and coach junior team members, and continue to grow your own expertise - Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position **Travel:** As required for client support. **Location:** Primary residency within 90 minutes of an approved Accenture office ### Qualification **Here’s what you’ll need:** - A minimum five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including: - Solutioning and selling new ideas and proposals - Incorporating experience design, new business models, new technologies and analytics into customer service, and support processes - Leading and understanding large, complex global transformation projects - 5+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem - 5+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.) - 1+ years of experience working with Artificial intelligence and front-end digital platforms - 5+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management **Bonus points if:** - Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing - Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations - Have hands on experience with artificial intelligence, GenAI and conversational design - Experience in Products or Financial service Industries Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply. [Information on benefits is here.](https://www.accenture.com/us-en/careers/local/total-rewards?ref=supporthuman.cx) Role Location Annual Salary Range California $93,400 to $258,500 Colorado $93,400 to $223,300 District of Columbia $99,500 to $237,800 New York $86,500 to $258,500 Maryland $86,500 to $206,800 Washington $99,500 to $237,800 ### Locations Chicago, IL Arlington, VA Atlanta, GA Austin, TX Beaverton, OR Bentonville, AR Boston, MA Broomfield, CO Carmel, IN Charlotte, NC Cincinnati, OH Cleveland, OH Columbus, OH Des Moines, IA Detroit, MI Florham Park, NJ Hartford, CT Herndon, VA Houston, TX Irvine, CA Irving, TX Los Angeles, CA Miami, FL Milwaukee, WI Minneapolis, MN Mountain View, CA Nashville, TN New York City, NY Oklahoma City, OK Overland Park, KS Philadelphia, PA Phoenix, AZ Pittsburgh, PA Raleigh, NC Sacramento, CA San Diego, CA San Francisco, CA Seattle, WA St. Louis, MO St. Petersburg, FLWalnut Creek, CA ### Additional Information **Requesting an Accommodation** Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an [email](https://www.accenture.com/us-en/about/contact-us?ref=supporthuman.cx) or speak with your recruiter. **Equal Employment Opportunity Statement** We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the [Accenture Equal Opportunity and Affirmative Action Policy Statement](https://www.accenture.com/content/dam/accenture/final/accenture-com/document-2/Annual-Policy-Statement-Regarding-EEO-Applicant.pdf?ref=supporthuman.cx#zoom=50) Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. **Other Employment Statements** Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. Please read Accenture’s [Recruiting and Hiring Statement](https://www.accenture.com/us-en/careers/life-at-accenture/privacy-policy?ref=supporthuman.cx) for more information on how we process your data during the Recruiting and Hiring process. ### Director of Customer Success URL: https://supporthuman.cx/jobs/director-of-customer-success-5/ Last updated: 2026-08-07T22:11:28.000Z ## [Handle](https://www.handle.com/careers/?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Careers page is fine, if not basic. The role seems pretty straightforward and I'm not seeing any major flags. I wish they wouldn't call benefits perks, but that's a minor crime. I think it would probably be fine, except there's no salary transparency, so into **Tread Carefully** it goes. Womp Womp. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director of Customer Success](https://www.handle.com/careers/director-of-customer-success/?department=Operations&position=Director%20of%20Customer%20Success&ref=supporthuman.cx) ***Who We Are*** Handle is a Y Combinator backed Series A stage technology company that is focused on revolutionizing how money flows through the $1.5 trillion dollar US construction industry. Handle has established strong product-market fit by landing some of the largest logos in the industry. Our customers include Fortune 500 and publicly traded companies whose users make our SaaS solution an essential part of their daily workflow. We’ve accomplished this with a small but mighty team, so you will still be getting in on the ground floor. In the next year, we plan to build on the success of our product suite and continue our path of innovation. ***What You Will Do*** This position is an exciting, vital role within our organization. It requires expertise in customer success management and strategic leadership. Key Responsibilities include: 1. **Customer Success Strategy:** Develop and implement a comprehensive customer success strategy that aligns with Handle’s goals and objectives. Drive customer success outcomes by reducing churn, increasing renewal rates, and identifying opportunities for upselling and cross-selling. 2. **Team Leadership:** Lead, mentor, and grow a high-performing customer success team. Provide direction, support, and professional development opportunities to ensure the team’s success. 3. **Customer Onboarding:** Oversee the customer onboarding process to ensure new customers are set up for success and fully understand how to use Handle’s products to achieve their business goals. 4. **Customer Engagement:** Foster strong relationships with key customers, acting as a trusted advisor and ensuring they receive maximum value from Handle’s solutions. Develop customer engagement plans to drive product adoption and usage. 5. **Customer Feedback Loop:** Collect, analyze, and act on customer feedback to continuously improve Handle’s products and services. Collaborate with product, sales, and marketing teams to address customer needs and drive product enhancements. 6. **Performance Metrics:** Establish and monitor key performance indicators (KPIs) to measure the success of the customer success program. Use data-driven insights to make informed decisions and demonstrate the impact of the customer success efforts. 7. **Customer Support Collaboration:** Work closely with the customer support team to ensure a seamless experience for customers and prompt resolution of any issues or challenges they may face. 8. **Continuous Learning:** Stay up-to-date with industry trends, best practices, and emerging technologies in customer success. Incorporate new insights and approaches to maintain Handle’s competitive edge. **You’ll Succeed In This Role If You Are:** ➔ Experienced in a senior customer success role, ideally within a SaaS or technology company. ➔ A strategic thinker with a proven track record of driving customer success initiatives that result in increased customer satisfaction and retention. ➔ An excellent communicator with strong interpersonal skills and the ability to build and maintain relationships with customers and internal stakeholders. ➔ A data-driven decision maker with the ability to analyze metrics and translate them into actionable insights. ➔ A goal-oriented self-starter with a strong ability to work independently as well as with others. ➔ Proficient with customer success software and standard business applications. **Our Perks:** - Company-funded health benefit options (Medical, Dental, Vision, Life Insurance) - Great Equity Packages (remember, you’ll be one of the first employees) - 100% Paid Parental Leave - Unlimited PTO (that we actually use!) - Work from home flexibility (and awesome WFH equipment) - 12 company holidays - And more ### Senior Manager, Technical Customer Support URL: https://supporthuman.cx/jobs/senior-manager-technical-customer-support/ Last updated: 2026-08-08T00:06:28.000Z Location: Sydney ## [Zuora](https://www.zuora.com/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Positive attitude and the ability to overcome adversity; ability to stay calm under pressure. These companies do know that no one's forcing them to build company cultures 20,000 leagues under the sea, right? Come out of the water. It's nicer up here. Since Zuora seems to only offer salary transparency when they have to, I'm throwing this in Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Senior Manager, Technical Customer Support](https://www.zuora.com/careers/global-services/senior-manager-technical-customer-support/?ref=supporthuman.cx) **Company Overview** At Zuora, we do [Modern Business](https://www.zuora.com/modern-business/?ref=supporthuman.cx). We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences. **The Team & Role** The Global Customer Support team fulfills a super important role for Zuora. It is often the main point of contact for a customer and a key advocate of the customer experience. Our team includes more than 100 ZEOs across nine different locations worldwide. They are strategically structured around our functional teams and customer support levels that increase the complexity, skills, and experience needed to handle it. As the Senior Manager, Technical Customer Support, you will play a crucial role in ensuring the success of our clients by leading a team of skilled technical support professionals. You will be responsible for developing and implementing strategies to deliver exceptional customer support, fostering a customer-centric culture, and continuously improving processes to meet and exceed customer expectations. This is a remote position, so you’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby. **Duties & Responsibilities:** - Team Leadership: - Lead, mentor, and inspire a team of technical support professionals. - Foster a positive and collaborative team culture that encourages continuous learning and professional development. - Conduct regular performance assessments, provide feedback, and implement strategies for improvement. - Customer Support Strategy: - Develop and implement a customer support strategy aligned with the company’s goals and values. - Drive initiatives to enhance customer satisfaction, loyalty, and overall experience. - Collaborate with cross-functional teams to integrate customer feedback into product improvements. - Process Improvement: - Continuously assess and refine support processes to increase efficiency and effectiveness. - Implement best practices and industry standards to optimize the customer support workflow. - Analyze support metrics to identify trends, areas for improvement, and resource optimization. - Technical Expertise: - Stay updated on the latest features and capabilities of our SaaS product. - Provide technical guidance to the support team, assisting in complex issue resolution. - Collaborate with product development teams to communicate customer needs and contribute to product improvement. - Customer Advocacy: - Act as the voice of the customer within the organization, advocating for their needs and priorities. - Work closely with sales and account management teams to ensure a seamless customer experience. - Identify opportunities for upselling and cross-selling based on customer interactions. **Your experience:** - BS or MS in Computer Science, Engineering, or related field; or significant technical experience. - Minimum of 7 years application support experience. - Proven experience in a technical customer support role with 3+ years in a managerial or leadership capacity. - Experience with billing or financial enterprise applications. - Experience as a developer or QA engineer in an agile development environment. - Ability to work with a global team and build strong cross-functional relationships. - Positive attitude and the ability to overcome adversity; ability to stay calm under pressure. - Strong understanding of SaaS products and the ability to articulate technical concepts to both technical and non-technical audiences. - Experience implementing and optimizing customer support processes. - Excellent communication, interpersonal, and problem-solving skills. - Demonstrated ability to lead and motivate a diverse team in a fast-paced environment. - Strong desire and ability to continually learn new skills, processes, technologies, and product knowledge. You will learn something new every day! **#ZEOLife at Zuora** As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with: - Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs - Generous, flexible time off - Learning & Development stipend - Opportunities to volunteer and give back, including charitable donation match - Free resources and support for your mental wellbeing Specific benefits offerings may vary by country and can be viewed in more detail during your interview process. **Location & Work Arrangements** Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices. **Our Commitment to an Inclusive Workplace** Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, 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 encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. ### VP, Global Customer Support URL: https://supporthuman.cx/jobs/vp-global-customer-support/ Last updated: 2026-08-07T22:11:30.000Z ## [Zuora](https://www.zuora.com/careers/?ref=supporthuman.cx) | $240,000—$360,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** No major flags, Zuora seems to have a good grasp of what they want this position to accomplish, and the salary is excellent. Happy to put this in **Eh, It's Probably Fine**! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [VP, Global Customer Support](https://www.zuora.com/careers/customer-support/vp-global-customer-support/?ref=supporthuman.cx) **Company Overview** At Zuora, we do [Modern Business](https://www.zuora.com/modern-business/?ref=supporthuman.cx). We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences. **The Team & Role** The Vice President, Global Customer Support is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support services organization. This role will be responsible for leading and executing the Support organization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance Zuora’s customer support model and scale our support operations engineering capabilities to meet the diverse needs of our customers, ranging from small to large enterprises. **Key Responsibilities:** - Strategic Leadership: Execute a strategic vision for the global customer support organization that aligns with the company’s customer support objectives and leverages AI to drive innovation and efficiency. - Transformation Initiatives: Continue to lead transformation initiatives to modernize the customer support and operations organization, incorporating AI and other advanced technologies to improve Zuora customer support service delivery and customer satisfaction. - Upscale Engineering Teams: Collaborate with the customer support and operations engineering teams to upscale and enhance support engineering capabilities, ensuring the organization can effectively support a growing and diverse customer base. - Customer Support Model: Optimize the customer support model to provide exceptional service across all customer segments, from small businesses to large enterprises. - Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the support and operations organizations, driving improvements based on data-driven insights for diverse product areas with unique characteristics and challenges to seek continuous improvements. - Customer Experience: Champion the customer experience, ensuring customer feedback is integrated into support strategies and processes to enhance service quality continuously. - Global Team Management: Lead, mentor, and develop a high-performing global support and operations team, fostering a culture of excellence, collaboration, and continuous improvement. - Cross-functional collaboration: Work closely and partner with other executive leaders, including product, development, sales, and marketing, to ensure alignment and support for broader company initiatives. - Budget Management: Manage the global support budget, ensuring efficient allocation of resources to meet strategic objectives and operational needs. This role will be based in Redwood City, CA. You’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby. **Our Tech Stack:** Java, Spring, Rest API, Microservices, Kafka, Spark, NodeJS, AWS, Kubernetes, Terraform, AngularJS, IrisAgent **Your experience** - Education: Bachelor’s degree in Business, Engineering, Computer Science, or a related field. An advanced degree (MBA or equivalent) is preferred. - Experience: Minimum of 10 years of experience in a senior leadership role within a global support technical organization, preferably in the SaaS industry. - Customer Focus: A high level of understanding of our customers’ business, complex issues to meet customer expectations. - Customer Satisfaction: Demonstrates a deep level of commitment to customer satisfaction and experience, with a track record of implementing successful customer support initiatives. - Global Perspective: Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base - Technical Expertise: Strong understanding of AI and emerging technologies and their application in customer support and service delivery. - Leadership Skills: Proven ability to lead and inspire large, globally distributed teams while driving organizational change and transformation. - Strategic Thinking: Demonstrated ability to develop and execute strategic plans that align with company goals and drive measurable results. - Communication: Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels. - Problem-Solving: Strong analytical and problem-solving skills, with the ability to make data-driven decisions. As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with: - Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs - Medical, dental and vision insurance - Generous, flexible time off - Paid holidays, “wellness” days and company wide end of year break - 6 months fully paid parental leave - Learning & Development stipend - Opportunities to volunteer and give back, including charitable donation match - Free resources and support for your mental wellbeing Specific benefits offerings may vary by country and can be viewed in more detail during your interview process. **Location & Work Arrangements** Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices. **Our Commitment to an Inclusive Workplace** Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, 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 encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. The base pay details represent the annualized salary range for the posted position. While we share a comprehensive range, a candidate’s final base salary will fall within these guidelines and will be determined based on multiple factors including but not limited to: qualifications of the candidate, job related knowledge, prior related experience, specific and unique skills, the location of the role, internal equity and internal budget. Base pay is only one element of Zuora’s Total Rewards Package. Additional elements may also include bonus/variable compensation, equity and comprehensive benefits, more details found [here](https://www.zuora.com/careers-life/?ref=supporthuman.cx). Base Pay Details$240,000—$360,000 USD ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer-2/ Last updated: 2026-08-08T00:06:28.000Z Location: Sydney ## [Zuora](https://www.zuora.com/careers-life/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Careers page is great – informative and easy to navigate. > Our ideal candidate possesses a strong technical background, is a detailed documenter, and is a masterful troubleshooter. In today’s ever-changing social landscape, we need someone up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and an excellent communicator via email or over the phone. Again, I love it when companies skip the job listing cliches and just describe what they're actually looking for in a candidate. So refreshing! > A self-starter with the ability to work independently, yet able to account for their activity. This isn't *terrible,* it just tells me that they're not big on proactive trust, which kinda stinks. > Ability to work independently and be a self-starter. Okay, we got it. No lazy moochers. No salary transparency and some interesting culture signals put this in Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://www.zuora.com/careers/customer-services/support-engineer/?ref=supporthuman.cx) **Company Overview** At Zuora, we do [Modern Business](https://www.zuora.com/modern-business/?ref=supporthuman.cx). We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences. **The Team & Role** The Global Customer Support team fulfills a super important role for Zuora and is often the main point of contact for a customer and a key advocate of the customer experience. Our team includes more than 100 ZEOs across nine different locations around the world who are strategically structured around our functional teams and customer support levels that increase in complexity and the skills and experience needed to handle it. The Support Engineer is tasked with providing front-line support and solutions to issues reported by customers for Zuora products. Our ideal candidate possesses a strong technical background, is a detailed documenter, and is a masterful troubleshooter. In today’s ever-changing social landscape, we need someone up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and an excellent communicator via email or over the phone. Our vision is simple, to provide all customers with just-in-time solutions empowering them to operate and grow their subscription business. This is a remote position, so you’ll be working remotely while occasionally getting together with your team for office visits, events, or offsites. Of course, you’re welcome to come into the office more often if you’re nearby. **Duties & Responsibilities:** - Be challenged daily to understand our customers’ use cases and provide the best solutions – the learning will never stop! - We offer continuous career development and knowledge training. - Our management team grows and motivates individuals through coaching and mentoring, creating a rewarding and challenging work atmosphere. - Ensure an optimal level of customer services - Analyze, track and promptly resolve customer issues to ensure the highest level of client satisfaction - Prioritize based on severity and customer impact - Handle sensitive escalation issues and conflicting/competing priorities - Maintain product knowledge of new functionality and compliance changes - Monitor and manage application and back-end batch processes to ensure application uptime requirements and SLA compliance - Document solutions into Community articles, leveraging both configuration, customization, and integration - Participate in a 24/7 global coverage plan, including weekend on-call and holiday coverage **Your experience:** - BA/BS/MS (or equivalent) in Computer Science, Engineering, or related field; or significant technical experience - A minimum of 5 years of proven success in enterprise application support and customer service - Experience in enterprise application support and customer service with a SaaS company? - Knowledge of REST APIs - Experience with MySQL - Experience with technologies supporting SaaS applications, including XML, Web Services, HTML, Java, and JavaScript - A self-starter with the ability to work independently, yet able to account for their activity. - Be a creative, driven, and assertive Team Member always looking for ways to drive improved service and greater operational efficiencies and performance. - Ability to work in a globally distributed team environment, liaising with on-site teams and customers - Demonstrated ability to learn quickly in a fast-paced, multi-tasking development environment - Ability to work independently and be a self-starter. - Proven results uncovering solutions that meet or exceed customer needs - A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies - Strong communication skills. - Able to effectively develop materials that are appropriate for the audience - Strong presentation skills. Able to effectively present and defend a point of view to a variety of audiences **#ZEOLife at Zuora** As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs” are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with: - Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs - Generous, flexible time off - Learning & Development stipend - Opportunities to volunteer and give back, including charitable donation match - Free resources and support for your mental wellbeing Specific benefits offerings may vary by country and can be viewed in more detail during your interview process. **Location & Work Arrangements** Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices. **Our Commitment to an Inclusive Workplace** Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all. Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, 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 encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com. ### Manager, Customer Onboarding URL: https://supporthuman.cx/jobs/manager-customer-onboarding/ Last updated: 2026-08-07T22:11:33.000Z ## [Qualio](https://www.qualio.com/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Strong ability to de-escalate a situation (internal or external) to create a win-win scenario for both parties But why would they need to de-escalate situations internally? Yikes on bikes. > Demonstrated ability to work cross-functionally on a common goal while influencing without authority > Adjusts quickly to shifting priorities and conditions. > Copes effectively with complexity and change, while maintaining focus on priorities. Well, we're certainly building a narrative here, aren't we? This one definitely earned the Tread Carefully category. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Manager, Customer Onboarding](https://www.qualio.com/careers/job?gh%5Fjid=6088370003&ref=supporthuman.cx) **About Us** Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development. The Qualio team is an all-remote, globally distributed workforce with teammates in over ten countries. **What’s the opportunity?** As the Manager of the Customer Onboarding team, you will play a pivotal role in cultivating an exceptional customer experience that prioritizes time-to-value and customer satisfaction. You will lead a global team of Customer Onboarding Managers who are responsible for guiding customers through high-value and efficient onboarding projects. This crucial first step in Qualio's customer journey ensures successful launches and fosters ongoing adoption and value realization on the Qualio platform. **What will I be doing?** - Lead a global team of Customer Onboarding Managers (COMs) by effectively managing team workload, supporting the team by removing roadblocks, and managing customer expectations - Continuously develop a robust onboarding process by maintaining a deep understanding of the customer profile and Qualio product to ensure customers successfully launch at scale - Partner with other cross-functional teams to continuously improve the customer onboarding experience through product enhancements, process improvements, etc - Support GTM partners as the spokesperson for all things customer onboarding. IE: Sales support, content development, customer case studies - Utilize data to identify key areas of improvement while highlighting the success of team performance and broader impact to company outcomes - Hire, retain and develop a team of rock-stars. Create and maintain a new hire curriculum that minimizes time to impact through adequate enablement. Foster a team environment that anchors on personal accountability, collaboration, continuous improvement and the desire to grow **What skills do I need?** - 1-3 years of experience leading and/or mentoring having demonstrated influence and followership - 3+ years experience in B2B Saas environment - 3-5 years experience managing customer engagements with strong project management skills - Strong ability to de-escalate a situation (internal or external) to create a win-win scenario for both parties - Proficient in effectively presenting and speaking in front of large groups - Demonstrated ability to work cross-functionally on a common goal while influencing without authority - Able to effectively communicate and present technical concepts to both technical and non-technical professionals. - Committed to working with team members in other countries and time zones around the globe that will require flexibility in schedule - Adjusts quickly to shifting priorities and conditions. Copes effectively with complexity and change, while maintaining focus on priorities. **Benefits** - Competitive salary - Matching 401k - Medical, Dental, and Vision Benefits - Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance - Unlimited PTO policy - Company allowance for home office supplies - 12 weeks paid parental leave - Opportunity to make a difference through helping life-saving products get to market **A note to candidates:** Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described. ### Director, Customer Success URL: https://supporthuman.cx/jobs/director-customer-success/ Last updated: 2026-08-07T22:11:34.000Z ## [Qualio](https://www.qualio.com/careers?ref=supporthuman.cx#open-roles) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Qualio's Careers page is one of the most informative I've seen – they have a great Interview Prep page and an extensive hiring FAQ. Man, I really want to put this in **Eh, It's Probably Fine**, but alas, they claim a competitive salary without then sharing the salary. So – well, you know how this ends. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Director, Customer Success](https://www.qualio.com/careers/job?gh%5Fjid=6048161003&ref=supporthuman.cx) **About Us** Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development. The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.. **What’s the opportunity?** The Director, Customer Success is responsible for creating “customers for life”. As the leader of the global team, your primary focus will be on customer retention and expansion. You will achieve this by implementing proactive strategies that enhance customer engagement and drive the adoption of the Qualio platform. Your efforts will contribute to the overall success and growth of the company. **What will I be doing?** - Support and enhance the overall vision and strategic plan for the Customer Success organization - focusing on increasing product adoption, leading a positive customer experience, and driving growth. - Discover and understand early churn signals and drive processes throughout the organization to reduce churn and increase customer advocacy. - Provide escalation support to ensure win-win scenarios for customers and Qualio - Define and optimize the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation while leading a culture of continuous improvement - Champion the voice of the customer through partnerships with cross-departmental teams to define and develop strategies to improve revenue growth. - Utilize data to develop a nuanced understanding of key drivers for customer success and value, and build a scalable CSM engagement model to deliver results - Hire, retain and develop a team of rock-star managers and individual contributors. Help create the next generation of Customer Success leaders by developing and mentoring managers, and promoting a culture of excellence, best practices and innovation for all team members **What skills do I need?** - **Senior Leadership experience**. 5+ years of management experience leading Customer Success teams and/or Sales teams. - **Customer experience and engagement strategies.** Proven track record designing CSM engagement models that not only deliver strong customer outcomes, but exceptional experiences that drive customer advocacy. - **Operational excellence.** Skilled at designing and implementing processes and systems that are scalable, repeatable, visible and measurable. Effectively utilize data to continuously improve performance. - **Results and data driven.** Effective at setting goals, tracking success metrics and motivating the team to achieve results. Understands how to leverage data to optimize strategy and execution. - **Collaboration and teamwork.** Partner effectively with other cross-departmental teams to deliver seamless customer experiences, and highly effective feedback loops to represent the Voice of the Customer in order to help improve Qualio’s products and services. - **Agility and adaptability.** Comfortable operating in ambiguity and adjusting to shifting business priorities. - **Ability to attract, retain and develop top talent**. Adept at identifying and attracting high performers while developing high-potential team members to maximize team performance. - **Creativity/innovation.** Generate new and innovative approaches to problems to achieve desired results and deliver exceptional customer experiences. You understand that Customer Success is a dynamic and innovative function in a SaaS company, and is inspired to continually learn and adapt new practices. **We’d also like you to have:** - Experience defining, developing and delivering recurring services offerings with proven revenue growth and customer satisfaction - Experience in quality, healthcare or life sciences industries - Familiarity with the following regulations: ISO-9001, ISO-27001, ISO-13485 **Role KPIs** - Net Retention Rate - Expansion ARR/Attach Rate - Renewal Rate - Customer Health **Benefits** - Competitive salary - Matching 401k - Medical, Dental, and Vision Benefits - Dependent & Health FSA, Short/Long Term Disability, Basic & Voluntary Life Insurance - Unlimited PTO policy - Company allowance for home office supplies - 12 weeks paid parental leave - Opportunity to make a difference through helping life-saving products get to market **A note to candidates:** Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described. ### Technical Support Engineer - UK URL: https://supporthuman.cx/jobs/technical-support-engineer-uk/ Last updated: 2026-08-08T00:06:37.000Z Location: Leeds ## [Axonius](https://www.axonius.com/company/careers?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > High level of professional resilience to work in a pressurised environment I appreciate that they're being upfront about this, but it's a bad sign that they have to be. It's our job as leadership to create an environment of respect for our customer support teams among our customers. If things are so bad that you have to specify "professional resilience" in your candidates, that's a failure of leadership and the company, not in potential candidates. Yep, I'm making that a new Bad Job Bingo entry. > Must be able to have fun in tough situations while working closely with an international Technical Support organization Woof. > Culture is important to us Is it though? We didn't quite hit BINGO, but this is a solid Tread Carefully. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Technical Support Engineer - UK](https://www.axonius.com/company/careers/open-jobs?gh%5Fjid=5964340003&ref=supporthuman.cx) **Responsibilities:** - Work as the primary point of contact for all tickets in your name - Act as an escalation point for the Technical Support and Technical Account Management team - Analyze and troubleshoot incidents with a one-touch resolution mindset - Interpret customer questions on product usage and provide detailed and timely answers - Write detailed and thorough escalation notes for sending tickets to senior engineering teams - Perform routine follow-ups and ticket management via email and the case management system - Write and maintain the internal and external knowledge bases - Communicate with customers and internal parties about existing tickets and identify common patterns - Provide feedback to management about improvements to processes and procedures **Must have all of these:** - Must have experience talking to customers in a business-to-business role - Confident in the ability to discuss and troubleshoot issues via email and Zoom calls - High level of professional resilience to work in a pressurised environment - Ability to communicate complex technical subjects to external and internal parties - Experience with heavy software troubleshooting - Provide a troubleshooting mindset, a customer-focused approach, and a strong sense of ownership over results - Must be able to have fun in tough situations while working closely with an international Technical Support organization **Must have half of these**: - Industry experience in a Technical Support role within software and/or technology. - Experience with and knowledge of networking topologies, routing between subnets TCP/IP protocols, validating firewall rules, and investigating proxy connectivity. - Must be able to use system-level tools to check network connectivity and troubleshoot network-level issues (such as validating open ports) - Experience with RESTful APIs, their usage, and how they are leveraged in corporate environments - Strong written communication skills - Experience and ability to write internal and external knowledge-base articles - Comfortable with writing how-to’s, troubleshooting guides, and other documents - Professional enterprise experience with Linux. - Must be able to proficiently navigate and perform basic tasks within a Linux Shell - Ability to read and interpret application logs and apply the interpretation to tickets - Understanding how to extract useful information from various data sets and error logs - Capable of coordinating multiple tickets and prioritizing those tickets based on business requirements **Advantages:** - Culture is important to us; we are seeking a diligent candidate who also enjoys teamwork and camaraderie. - Experience reading or writing code. - Strong preference for Python. - Ability to build cURL commands and use them as a troubleshooting tool - Experience with TLS and Certificate troubleshooting - Basic understanding of and experience with SAML - Experience with database platforms and ability to troubleshoot reading from databases - Experience handling technical escalations within your team and to external teams - Experience with the following platforms: - MongoDB - Docker - OpenVPN **A little more about Axonius:** Axonius gives customers the confidence to control complexity by mitigating threats, navigating risk, automating response actions, and informing business-level strategy. With solutions for both cyber asset attack surface management (CAASM) and SaaS management, Axonius is deployed in minutes and integrates with hundreds of data sources to provide a comprehensive asset inventory, uncover gaps, and automatically validate and enforce policies. Cited as one of the fastest-growing cybersecurity startups, with accolades from CNBC, Forbes, and Fortune, Axonius covers millions of assets, including devices and cloud assets, user accounts, and SaaS applications, for customers around the world. Headquartered in New York, New York, Axonius employs over 600 people worldwide. Axonius is named to the [2024 Forbes Cloud 100](https://www.axonius.com/press-releases/axonius-named-to-the-2024-forbes-cloud-100?ref=supporthuman.cx) and was named to[ Dun’s Best Start Up Companies to Work for Over 100 Employees](https://www.duns100.co.il/en/rating/High%5FTech/Best%5FStart%5FUp%5FCompanies%5Fto%5Fwork%5Ffor%5FOver%5F100%5FEmployees?ref=supporthuman.cx). Axonius is recognized with the [Great Place to Work Certification™](https://www.greatplacetowork.com/certified-company/7038340?ref=supporthuman.cx) and for two years in a row, Axonius was ranked [Deloitte Technology Fast 500 list](https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html?ref=supporthuman.cx). Axonius has been cited as the fastest growing cybersecurity company in history by revenue. At Axonius we support a diverse and inclusive workplace and believe in equal employment opportunity. We welcome people of different backgrounds, experiences, abilities and perspectives, regardless of race, color, ancestry, religion, age, sex, gender identity, national origin, sexual orientation, citizenship, marital status, disability, or Veteran status. **By submitting your application to us, you acknowledge that your personal data will be processed in accordance with our** [**Global Job Candidate Privacy Notice.**](https://www.axonius.com/global-job-candidate-privacy-notice?ref=supporthuman.cx) ### Technical Support Engineer – L3 URL: https://supporthuman.cx/jobs/technical-support-engineer-l3/ Last updated: 2026-08-07T22:11:37.000Z ## [Redis](https://redis.io/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** There's only one woman in the C-Suite, so it's a double whammy of "all the women on the leadership team are white" and "all the women on the leadership team are from Support, Marketing, or HR." "Find your voice in bringing our story to the world" rubs me the wrong way, but otherwise Redis has a standard, moderately informative Careers page. > the excitement of helping name-brand customers Are people really excited by this? I might be too jaded for this job description. Sorry, Redis. > In this role, you will use and extend your existing technical depth and increase your technical breadth by addressing complex problems for the top companies in the world. I really like this phrasing. It respects a candidate's existing knowledge while emphasizing that growth will be needed. > You will level up to be an expert complex problem solver on Redis Enterprise Software, being used as a high-performance database by thousands of worldwide customers. Okay, I was all ready to be outraged by this weird dehumanization, but thankfully the Bad Job Bingo Shitposting Board of Directors pointed out that it's just a poorly constructed sentence. Now it's just very funny uh-oh. > We are looking for brilliant experts Dull amateurs need not apply! > High availability and commitment to customers HMM. Without elaboration, that "high availability" is fishy as hell, y'all. I understand that it's customary for there not to be salary transparency in international roles, but I refuse to excuse companies simply because they're not required to have it, \*especially\* when they claim to offer competitive salaries. [There are a bunch of other TSE roles](https://redis.io/careers/jobs/?department=Customer+Org&ref=supporthuman.cx) in various EU countries open as well. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/25aug24-bad-job-bingo?ref=supporthuman.cx) --- ### Original Job Description: [Technical Support Engineer – L3](https://redis.io/careers/jobs/technical-support-engineer-l3/?ref=supporthuman.cx) **Who we are** We’re Redis. We built the product that runs the fast apps our world runs on. (If you checked the weather, used your credit card, or looked at your flight status online today, you’re welcome.) At Redis, you’ll work with the fastest, simplest technology in the business—whether you’re building it, telling its story, or selling it to our 10,000+ worldwide customers. We’re creating a faster world with simpler experiences. You in? **Why would you love this job?** Come with us on our exciting journey as a valuable contributor to our Unicorn Pre-IPO Global Customer Technical Support Team at Redis. As a Technical Support Engineer, you will be responsible for helping customers by diagnosing and resolving complex technical issues in a high-contribution role with exciting technical challenges, ongoing learning, and the excitement of helping name-brand customers as part of our fun, tight-knit team. In this role, you will use and extend your existing technical depth and increase your technical breadth by addressing complex problems for the top companies in the world. You will level up to be an expert complex problem solver on Redis Enterprise Software, being used as a high-performance database by thousands of worldwide customers. You will dive deep into different exciting forefront technologies by supporting Redis Enterprise running on the top Cloud Platforms and in the top container orchestration platforms. Join the best of the best and continuously learn new things. We are looking for brilliant experts that are curious, persistent, and happy digging through the full stack, from code to Sysadmin to networking to performance. If this sounds like you, please check out the technical foundation we’d like you to bring. **What you’ll do:** - Work with customers to troubleshoot and resolve complex software issues: Reproduce issues, replicating customer environments as needed - Document issues and contribute to our internal team documentation - Collaborate with Engineering as needed to provide solutions - Provide Root Cause Analysis - Analyze performance questions that may arise along the data path (including networks) for deployments that may be in the Cloud or On-premises - Provide technical expertise during testing, deployment, and upgrading of Redis software - Manage critical customer issues, facilitating communication between customers, CloudOps, Engineering, Product, TAMs, and Sales - Serve as the customer advocate for timely resolution of issues and handling escalations while helping customers realize and maximize the value of their Redis subscription - Participate in new product development, customer training, and other support-related activities **What will you need to have?** - At least five years of relevant experience in the enterprise software industry - Strong background in scripting or programming languages - Working knowledge of Cloud-based and On-premise environments - Expert working knowledge in Linux/Unix and networking (TCP/IP) - Proficiency in communication and presentation, both written and verbal (in English) - Strong technical background with excellent problem-solving and multi-tasking skills - High availability and commitment to customers **Extra great if you have:** - Bachelor of Science in Computer Science or Information Systems - Experience with NoSQL databases (especially Redis) - Experience working with container orchestration environments, such as Kubernetes **We give back to our employees:** Our culture is what makes Redis a fun and rewarding place to work. To support you at work and beyond, we offer all our team members fantastic benefits and perks: - Competitive salaries and equity grants - 25 vacation days per year (in addition to bank holidays) to promote a healthy work-life balance - Private health insurance and paid paternity leave - Flexible working options - Frequent team celebrations and recreation events - Home internet & phone stipend - Learning and development opportunities - Ability to influence a high-performance company on its way to IPO As a global company, we value a culture of curiosity, diversity of thought, and innovation from our employees, customers, and partners. Redis is committed to a diverse and inclusive work environment where all employees’ differences are celebrated and supported, and everyone feels safe to bring their authentic selves to work. Redis is dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, marital status, disability, gender identity, gender expression, Veteran status, or any other classification protected by federal, state, or local law. We strive to create a workplace where every voice is heard, and every idea is respected. Redis is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you think you may require accommodations for any part of the recruitment process, please send a request to [recruiting@redis.com](mailto:recruiting@redis.com). All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. Redis reserves the right to retain data longer than stated in the [privacy policy](https://redis.com/legal/privacy-policy/?ref=supporthuman.cx) in order to evaluate candidates. ### Come out of the water. It's nicer up here URL: https://supporthuman.cx/p/come-out-of-the-water-its-nicer-up-here/ Last updated: 2026-10-02T18:17:13.000Z Come out of the water. It's nicer up here 0:00 /1379 1× ## In today's issue: - [Get Hired](#get-hired) - [Green Means Go](#green-means-go) - [Eh, It’s Probably Fine](#eh-its-probably-fine) - [Tread Carefully](#tread-carefully) - [BINGO](#bingo) - [Seriously, Maybe Don’t](#seriously-maybe-dont) Hey, this is our first Bad Job Bingo-only newsletter! I took y’alls advice and decided to stick to a weekly schedule for BJB, and then do commentary as I’m inspired.[1](#note-1) Also, I’ve decided to make all of you members of the Bad Job Bingo Shitposting Focus Group. Welcome! I’m working on making a ridiculous digital badge for you to enjoy as part of your membership.[2](#note-2) You’ll notice that today’s issue is sponsored. This was unexpected, but Mood Gummies seems hilariously appropriate for a newsletter in which a frequent tag is *I am a serious professional.* This may be a one-time thing — I guess we’ll see how this issue goes. Either way, thanks for reading today and checking out our sponsor; your interest helps me continue to write *Support Human*. ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and more Bad Job Bingo-rated jobs can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Customer Success Operations Manager](https://www.jobs.supporthuman.cx/customer-success-operations-manager/?ref=supporthuman.cx) Clio · $86k-$107k · Remote, CAN-Calgary, Alberta; Vancouver, British Columbia; Toronto, Ontario; United States Application is on Workday. My condolences. > We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. This is the first time I've seen a salary note like this and I actually really like it. Assuming this isn't just for show and they really are rewarding existing employee work and loyalty, it seems like a green flag to me. Overall, this is a clear job description and I see nothing but positive culture signals, so I'm throwing this in Green Means Go! ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [VP, Global Customer Support](https://www.jobs.supporthuman.cx/vp-global-customer-support/?ref=supporthuman.cx) Zuora · $240k-$360k · Remote, US No major flags, Zuora seems to have a good grasp of what they want this position to accomplish, and the salary is excellent. Happy to put this in Eh, It's Probably Fine! #### [Director, Global Customer Support](https://www.jobs.supporthuman.cx/director-global-customer-support/?ref=supporthuman.cx) Oracle · $139k-$292k · Remote, US-Columbia, MD Seems fine. Sounds like a very call center-y, corporate role, which is fine if that's your thing. Benefits seem good, pay range is good (if broad). Lots of other Support roles (over 100) on[ the Oracle jobs page](https://careers.oracle.com/jobs/?location=United+States&locationId=300000000149325&selectedCategoriesFacet=300000001917360&ref=supporthuman.cx), some remote, most local. #### [Senior Director, Customer Support](https://www.jobs.supporthuman.cx/senior-director-customer-support/?ref=supporthuman.cx) Clio · $117k-$146k · Remote, US Overall, while I don't think there are any major flags, the USD salary range is a little low for a Senior Director role of this type, so I'm going to put it in Eh, It's Probably Fine. #### [Senior Manager, Community Support PMO](https://www.jobs.supporthuman.cx/senior-manager-community-support-pmo/?ref=supporthuman.cx) Airbnb · $185k-230k · Remote, US Looks like an interesting, meaty role, and I see no major flags. Pay is fantastic. #### [Senior Manager, Risk and Compliance Operations](https://www.jobs.supporthuman.cx/senior-manager-risk-and-compliance-operations/?ref=supporthuman.cx) Airbnb · $185k-$230k · Remote, US This role is not a purely CX role, but it does have a clear CX Ops focus, so I'm comfortable listing it here. Looks really interesting with no major flags. I'm not as qualified to comment on whether the salary is appropriate for this type of role, but from a CX standpoint, it's excellent. #### [Senior Program Manager, Community Support](https://www.jobs.supporthuman.cx/senior-program-manager-community-support/?ref=supporthuman.cx) Airbnb · $150k-$192k · Remote, US Role looks mostly fine, save this requirement at the very bottom: *Grace under pressure.* I know we haven’t gotten there yet, so you’ll have to take my word for it, but: Love how these companies are independently committing to the theme this week. Again, not enough to throw it into Tread Carefully, I would just recommend following up on it during any interviews. #### [Investigations & Response Manager, Customer Trust & Privacy](https://www.jobs.supporthuman.cx/investigations-response-manager-customer-trust-privacy/?ref=supporthuman.cx) Netflix · $100k-$350k · Remote, US-Los Gatos, CA Seems like a pretty straightforward role with no major flags. The salary is, of course, Netflix generous. #### [Player Support Lead](https://www.jobs.supporthuman.cx/player-support-lead/?ref=supporthuman.cx) Netflix · $50k-$250k · Remote, US-Los Angeles, CA The role itself seems fine, but the salary range is very wide, and the low end is way too low for a Lead role (especially at a company like Netflix). I don't think that's enough to put it in Tread Carefully, but I would ask about it if I were a candidate. #### [Senior Contact Center Operations Strategist](https://www.jobs.supporthuman.cx/senior-contact-center-operations-strategist/?ref=supporthuman.cx) Genesys · $99k-$194k · Remote, US-Colorado; Indiana Application is on Workday. My condolences. Seems fine, very corporate, but they're honest about that. Benefits are fine; pay is mostly okay – I think the low end is a little too low for a senior role, but not so low that it's a major flag. #### [Senior Customer Success Manager](https://www.jobs.supporthuman.cx/senior-customer-success-manager-6/?ref=supporthuman.cx) Carrot Fertility · $93k-$120K · Remote, Worldwide Seems good! No major flags and the benefits are great. Salary seems a little on the low side for a Senior Customer Success Manager, but if it's just a base salary with commission, it could be great. The position just says remote, so I'm assuming it's Remote-Worldwide. There are several other Success positions in countries around the world on[ the jobs page](https://www.get-carrot.com/company/careers/open-roles?ref=supporthuman.cx). #### [Voice of Customer Manager](https://www.jobs.supporthuman.cx/voice-of-customer-manager/?ref=supporthuman.cx) Clio · $91k-$115k · Remote, CAN-Calgary, Alberta; Vancouver, British Columbia; Toronto, Ontario; United States Seems like a neat role, although I do wish the salary range was higher. #### [Customer Experience & Service Transformation Management Manager](https://www.jobs.supporthuman.cx/customer-experience-service-transformation-management-manager/?ref=supporthuman.cx) Accenture · $87k-$259k · Hybrid, US-Certain Cities & States Application is on Workday. My condolences. I have no idea whether this job is remote, hybrid, or onsite. I'm going to guess Hybrid since they require "primary residency within 90 minutes of an approved Accenture office." This job seems fine if very, very corporate, the weirdly wide salary range notwithstanding. #### [Technical Support Engineer (L5)](https://www.jobs.supporthuman.cx/technical-support-engineer-l5/?ref=supporthuman.cx) Netflix · $100k-$720k · Remote, US-Los Gatos, CA Seems great, and the salary is amazing. #### [Knowledge Strategist](https://www.jobs.supporthuman.cx/knowledge-strategist/?ref=supporthuman.cx) Airbnb · $100k-$120k · Remote, US-Certain States Sounds like a neat Knowledge role, and the pay is great (especially for Knowledge work, which is often undervalued). ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Support Team Lead](https://www.jobs.supporthuman.cx/support-team-lead-2/?ref=supporthuman.cx) Arbor Education · $40k-$46k · Remote, UK-Leeds This job was reader-submitted. Thanks! I'm torn – it's rare to see salary transparency for international roles, so kudos to Arbor Education for sharing the salary and putting it up front: £30,000-£35,000 (\~$39,600-$46,000). However, a lead position at that salary level is not great, and that's even before I look at the JD. Overall, it's pretty clear they're looking for a discount manager, which is enough to put this in Tread Carefully. There are several[ other CX positions available](https://careers.arbor-education.com/jobs?ref=supporthuman.cx) as well. #### [Director, Customer Success](https://www.jobs.supporthuman.cx/director-customer-success/?ref=supporthuman.cx) Qualio · "Competitive," not given · Remote, US Qualio's Careers page is one of the most informative I've seen – they have a great Interview Prep page and an extensive hiring FAQ. Man, I really want to put this in Eh, It's Probably Fine, but alas, they claim a competitive salary without then sharing the salary. So – well, you know how this ends. #### [Senior Manager, Technical Customer Support](https://www.jobs.supporthuman.cx/senior-manager-technical-customer-support/?ref=supporthuman.cx) Zuora · "Competitive," not given · Remote, AUS-Sydney > Positive attitude and the ability to overcome adversity; ability to stay calm under pressure. These companies do know that no one's forcing them to build company cultures 20,000 leagues under the sea, right? Come out of the water. It's nicer up here. Since Zuora seems to only offer salary transparency when they have to, I'm throwing this in Tread Carefully. #### [Manager, Customer Onboarding](https://www.jobs.supporthuman.cx/manager-customer-onboarding/?ref=supporthuman.cx) Qualio · "Competitive," not given · Remote, US > Strong ability to de-escalate a situation (internal or external) to create a win-win scenario for both parties But why would they need to de-escalate situations internally? Yikes on bikes. > Demonstrated ability to work cross-functionally on a common goal while influencing without authority; Adjusts quickly to shifting priorities and conditions; Copes effectively with complexity and change, while maintaining focus on priorities. Well, we're certainly building a narrative here, aren't we? This one definitely earned the Tread Carefully category. #### [Technical Support Engineer – L3](https://www.jobs.supporthuman.cx/technical-support-engineer-l3/?ref=supporthuman.cx) Redis · "Competitive," not given · Remote, UK There's only one woman in the C-Suite, so it's a double whammy of "all the women on the leadership team are white" and "all the women on the leadership team are from Support, Marketing, or HR." "Find your voice in bringing our story to the world" rubs me the wrong way, but otherwise Redis has a standard, moderately informative Careers page. > the excitement of helping name-brand customers Are people really excited by this? I might be too jaded for this job description. Sorry, Redis. > In this role, you will use and extend your existing technical depth and increase your technical breadth by addressing complex problems for the top companies in the world. I really like this phrasing. It respects a candidate's existing knowledge while emphasizing that growth will be needed. > You will level up to be an expert complex problem solver on Redis Enterprise Software, being used as a high-performance database by thousands of worldwide customers. Okay, I was all ready to be outraged by this weird dehumanization, but thankfully the Bad Job Bingo Shitposting Board of Directors pointed out that it's just a poorly constructed sentence. Now it's just very funny uh-oh. > We are looking for brilliant experts Dull amateurs need not apply! > High availability and commitment to customers HMM. Without elaboration, that "high availability" is fishy as hell, y'all. I understand that it's customary for there not to be salary transparency in international roles, but I refuse to excuse companies simply because they're not required to have it, *especially* when they claim to offer competitive salaries. [There are a bunch of other TSE roles](https://redis.io/careers/jobs/?department=Customer+Org&ref=supporthuman.cx) in various EU countries open as well. #### [Support Engineer](https://www.jobs.supporthuman.cx/support-engineer-2/?ref=supporthuman.cx) Zuora · "Competitive," not given · Remote, AUS-Sydney Careers page is great – informative and easy to navigate. > Our ideal candidate possesses a strong technical background, is a detailed documenter, and is a masterful troubleshooter. In today’s ever-changing social landscape, we need someone up-to-date on the latest and greatest web tools and platforms, able to troubleshoot basic software applications, and an excellent communicator via email or over the phone. Again, I love it when companies skip the job listing cliches and just describe what they're actually looking for in a candidate. So refreshing! > A self-starter with the ability to work independently, yet able to account for their activity. This isn't terrible, it just tells me that they're not big on proactive trust, which kinda stinks. > Ability to work independently and be a self-starter. Okay, we got it. No lazy moochers. No salary transparency and some interesting culture signals put this in Tread Carefully. #### [Director of Customer Success](https://www.jobs.supporthuman.cx/director-of-customer-success-5/?ref=supporthuman.cx) Handle · No comp given · Remote, US Careers page is fine, if basic. The role seems pretty straightforward and I'm not seeing any major flags. I wish they wouldn't call benefits perks, but that's a minor crime. I think it would probably be fine, except there's no salary transparency, so into Tread Carefully it goes. Womp Womp. #### [Technical Support Engineer - UK](https://www.jobs.supporthuman.cx/technical-support-engineer-uk/?ref=supporthuman.cx) Axonius · No comp given · Remote, UK-Leeds > High level of professional resilience to work in a pressurised environment I appreciate that they're being upfront about this, but it's a bad sign that they have to be. It's our job as leadership to create an environment of respect for our customer support teams among our customers. If things are so bad that you have to specify "professional resilience" in your candidates, that's a failure of leadership and the company, not in potential candidates. Yep, I'm making that a new Bad Job Bingo entry. > Must be able to have fun in tough situations while working closely with an international Technical Support organization Woof. > Culture is important to us Is it, though? We didn't quite hit BINGO, but this is a solid Tread Carefully. #### [Lead Knowledge Strategist](https://www.jobs.supporthuman.cx/lead-knowledge-strategist/?ref=supporthuman.cx) Airbnb · No comp given · Remote, Ireland Would be in Eh, It's Probably Fine if not for the lack of salary transparency. It's your own fault, Airbnb. #### [Knowledge Strategist (Global)](https://www.jobs.supporthuman.cx/knowledge-strategist-global/?ref=supporthuman.cx) Airbnb · No comp given · Remote, Ireland Boo, no salary transparency. Companies should always be transparent, not just when they have to be! I expected better from you, Airbnb. #### [Premium Support Associate](https://www.jobs.supporthuman.cx/premium-support-associate/?ref=supporthuman.cx) Airbnb · No comp given · Remote, CAN-Alberta; British Columbia; Quebec; Saskatchewan > They should also be adaptable and responsive in our fast paced environment, sometimes under pressure, while remaining flexible, proactive, resourceful, efficient and demonstrating a high level of professionalism and confidentiality. This might be the only time this week where it makes sense (and is something of a green flag) for a job description to warn about needing to be able to function under pressure. I imagine supporting guests in luxury Airbnb accommodations can be very high-pressure at times (although I wish it weren't). This is a very well-written job description authored by someone with a deep understanding of the Support function at Airbnb. It focuses on key duties and, in doing so, helps candidates understand exactly what they'll be doing in the role (so they know if it's a good fit or not). Kudos to the hiring manager and/or whoever wrote this. As much as I'd like to put this in Eh, It's Probably Fine, I can't because there's no salary transparency. A solid JD is only part of the overall package; a big part of a candidate knowing if a role and company are going to be a good fit is being able to determine whether they're going to be adequately compensated for the work they'll be doing. Not being clear about this upfront wastes everyone's time and demonstrates a lack of respect for a candidate's experience. (This is true regardless of where in the world the role is based.) All that to say: show me the money, Airbnb. ## **BINGO** *Welp.* Surprisingly, none this week. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Director of Support](https://www.jobs.supporthuman.cx/director-of-support-2/?ref=supporthuman.cx) PeopleGrove · No comp given · Remote, US-Arlington, VA Okay, the Customer Success Manager role was a bit of a stinker, let's see how this one goes. > Role Description: 40% Individual Contributor | 20% People Management | 20% Project Management | 20% Strategy I'm all for staying close to the customer, so I'm trying to figure out why this bugs me. Maybe it's because I'm trying and failing to think of any other kind of role in which a company would type something like this out. I don't see a Director of Engineering being described as a 40% individual contributor or, as the BJB Shitposting Board pointed out, having their work so specifically divvied out for them before they ever step into the role. > You’ll have a voice and a seat at the table in shaping our support and onboarding strategy. Unless you're reporting to a VP of CS/CCO, this feels like a major red flag. If you're the Director, why aren't you the one designing and driving the strategy? I don't think they really know why they're hiring a Director of Support, which will likely make actually working in this role unpleasant, to say the least. I'm putting this right next to this company's other role in Seriously, Maybe Don't. #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-10/?ref=supporthuman.cx) PeopleGrove · No comp given · Remote, US-Arlington, VA Careers page looks great – and they offer pet insurance! > Passion for supporting the mission of higher education. Sure, but I'm speaking from experience here: mission juice will not pay your bills or feed your family. Edtech is especially bad about bleeding their people dry in support of the mission, so just...be careful. My alarm bells are ringing. > Comfortable with taking risks, leading and working through ambiguity, and challenging assumptions to develop and deliver optimal solutions for customers. Boy, those alarm bells are getting loud. I don't even know what this is supposed to mean, but you should NEVER EVER take on risk on behalf of the company employing you unless you're, like, a firefighter or something. Which this is very much not. Yeah, I was gonna put this in Tread Carefully, but not anymore! Seriously, Maybe Don't it is. (Oh god, do I need to start counting pet insurance as a red flag? Why, hiring managers, WHY?) ![A screenshot of a LinkedIn Post that says "Not me starting Monday with a spicy meme inspired by every single serial-startup-CX human that l've spoken to who has been relieved to leave startups to go to a larger company, only to be "bored." It's called trauma, honey, look it up.Not me starting Monday with a spicy meme inspired by every single serial-startup-CX human that l've spoken to who has been relieved to leave startups to go to a larger company, only to be "bored." It's called trauma, honey, look it up."](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1293-1.jpeg) 1. Thank you all for the lovely comments in the poll, by the way. It’s easy to feel like I’m screaming into the void, and even though I’m happy to be known for that, it’s nice to remember I’m not screaming alone. 2. The group chat still exists; they’ve been appointed to the Bad Job Bingo Shitposting Board of Directors. ### Client Success Manager URL: https://supporthuman.cx/jobs/client-success-manager/ Last updated: 2026-08-08T00:06:09.000Z Location: Los Angeles ## [Healthpreneur](https://healthpreneurgroup.com/careers/?ref=supporthuman.cx) | $60k ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** This one is reader-submitted, and y'all. We're whipping out "unclear if you're joining a cult or a company" for maybe the first time ever, and I HAVEN'T EVEN LOOKED AT A JOB LISTING YET. Okay, it's fine. I'm not scared! Scratch that, it's 1125 words before we get to the actual job description, I'm terrified. > In this role, you'll be the secret weapon that propels our clients (health professionals building their coaching businesses) to new heights. What kind of mixed metaphor fuckery is this. Imagine the satisfaction of watching your cohort of clients enroll more clients into their health coaching businesses, allowing them to transform more lives. Sure sounds like a cult! Or a multi-level marketing scheme! Or, of course, both. > With your entrepreneurial mindset and mastery of behavioral psychology I'm sorry, my what? > In a world where most businesses (and the people within them) are average at best, we refuse to join their ranks. > If you’re selected to work with us Oookay, I guess we're doing this! "The group is elitist, claiming a special, exalted status for itself, its leader(s), and its members." ([Characteristics Associated with Cultic Groups](https://articles1.icsahome.com/articles/characteristics?ref=supporthuman.cx), Michael D. Langone, [International Cultic Studies Association](https://www.icsahome.com/home?ref=supporthuman.cx)) > But, if you’re looking for a cushy job with tons of time off, healthcare benefits, ping pong tables, and the ability to “switch off” when you leave the office, this isn’t for you. "Members are expected to devote inordinate amounts of time to the group and group-related activities." ([Cultic Groups](https://articles1.icsahome.com/articles/characteristics?ref=supporthuman.cx)) > Although we encourage setting boundaries and creating space to relax and recharge, when you love what you do, you don’t need to escape from work. Doing work you love feels like a vacation. And when you do have some time off, you’re still thinking about your work because you’re obsessed with it (in a healthy way). "The leadership induces feelings of shame and/or guilt in order to influence and/or control members. Often, this is done through peer pressure and subtle forms of persuasion." ([Cultic Groups](https://articles1.icsahome.com/articles/characteristics?ref=supporthuman.cx)) > For us, freedom means being able to live life on your terms and contribute in meaningful ways through work that inspires and lights you up, while enjoying life along the way (not when you retire). "The most loyal members (the “true believers”) feel there can be no life outside the context of the group. They believe there is no other way to be and often fear reprisals to themselves or others if they leave (or even consider leaving) the group." ([Cultic Groups](https://articles1.icsahome.com/articles/characteristics?ref=supporthuman.cx)) > Ensure that all clients are up to date with their payments and any conversations about “early exit” (without fulfilling full contract value) are handled with tact so that clients recommit (instead of wanting to bail) "The group teaches or implies that its supposedly exalted ends justify whatever means it deems necessary. This may result in members’ participating in behaviors or activities they would have considered reprehensible or unethical before they joined the group (for example, lying to family or friends, or collecting money for bogus charities)." ([Cultic Groups](https://articles1.icsahome.com/articles/characteristics?ref=supporthuman.cx)) > You are compassionate and a great listener and also have the ability to challenge clients to a higher standard and ensure they move forward in spite of fear (or themselves). > You believe that the best love is tough love and that by letting people go you let them down. Knowing this, you are comfortable having difficult conversations to hold clients to a higher standard than they might have for themselves "Questioning, doubt, and dissent are discouraged or even punished." ([Cultic Groups](https://articles1.icsahome.com/articles/characteristics?ref=supporthuman.cx)) I could go on, but then this review would be as long as this cultic bullshit is. I'm searching for a witty way to end this, but I am – for the first time in a long time – speechless. Also, the BJB card for this job might as well be the Red Sea – in fact, it might be easier to list the Bad Job Bingo entries this company *didn't* trip than the ones it did. Seriously, maybe don't fucking work here. Note: There's no logo for this company because I couldn't find anything that wasn't just various glamour shots of the cult leader, er, founder. [Newsletter Issue](https://www.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Client Success Manager](https://healthpreneur.bamboohr.com/careers/45?source=aWQ9MTU%3D) **Are you a growth-minded, entrepreneurial spirit who thrives on coaching other entrepreneurs to achieve their dreams?** If so, you could be our next Client Success Manager. In this role, you'll be the secret weapon that propels our clients (health professionals building their coaching businesses) to new heights. As a seasoned digital marketer and coaching expert, you'll leverage your know-how to guide health professionals in growing their online coaching businesses - fast. Imagine the satisfaction of watching your cohort of clients enroll more clients into their health coaching businesses, allowing them to transform more lives. That's the kind of impact you'll have in this pivotal position. You're much more than a customer service rep in this role - you're a true business partner who will lovingly challenge clients to step out of their comfort zones and reach their full potential. With your entrepreneurial mindset and mastery of behavioral psychology, you'll help them navigate the ups and downs of entrepreneurship, ensuring they never get stuck in the "zone of doubt." If you have a passion for coaching, a track record of digital marketing success, and an unwavering commitment to client success, we want to hear from you. This is your chance to combine your expertise with our proven systems and skyrocket the growth of health coaches across the globe. ***If that sounds like you, keep reading and apply below.*** But first... **A Quick Intro to Healthpreneur** **Growth. Owner-Like Work Ethic. Speed.** These are essential traits to thrive as a team member at Healthpreneur®. We are the leading coaching and training company for helping health professionals and coaches get clients and scale their coaching businesses online…without the grind. We are a remote, high performance team with a culture that is obsessed with excellence. In a world where most businesses (and the people within them) are average at best, we refuse to join their ranks. We are obsessed with helping our clients make their dreams happen in the service of others, while creating a company that is an industry leader for decades to come. We cannot achieve this vision without incredible people. But, if you’re looking for a cushy job with tons of time off, healthcare benefits, ping pong tables, and the ability to “switch off” when you leave the office, this isn’t for you. If you get overwhelmed easily and your life is a mess, this isn’t for you. If you strive to do the bare minimum or think that simply getting tasks done is doing a great job, then this isn’t for you. Working at Healthpreneur® requires you to go above and beyond, not because you have to but because you want to. It’s who you are. We’re looking for high-performers who are so effective that they can do the work of 2 people without breaking a sweat. We are a performance-based company that rewards hitting outcomes, not completing tasks. On our team, 80% of success is NOT just “showing up”. To be successful with us, you must actually move the needle by helping our business generate more revenue, become more profitable, or help our clients succeed - that’s it. This isn’t a place to work if you’re looking for a job, but rather a fulfilling career where you can grow to your fullest potential. In our minds, work-life balance is a fairy tale. The reality is that your work affects your life and your life affects your work. That's why we practice work-life integration. We believe in living a good life. A life built on freedom. But freedom doesn’t mean doing nothing and living the 4-hour workweek leaving you bored out of your mind. For us, freedom means being able to live life on your terms and contribute in meaningful ways through work that inspires and lights you up, while enjoying life along the way (not when you retire). At Healthpreneur®, we work hard - not because we have to but because we want to. We don’t expect you to work 24/7 but you are expected to do what needs to be done to move the needle in your role. If you’re selected to work with us, you are not accepting a 9-5, “punch in, punch out” job. And we are certainly not a company where you’d expect to completely disconnect every weekend…especially if clients or team members are counting on you to keep the ball rolling. Although we encourage setting boundaries and creating space to relax and recharge, when you love what you do, you don’t need to escape from work. Doing work you love feels like a vacation. And when you do have some time off, you’re still thinking about your work because you’re obsessed with it (in a healthy way). Again, this isn't a job. This is a passion. This is a career with incredible growth potential with a company that is transforming a broken healthcare model. We’re looking for winners who are hungry, competitive, and driven. Is that you? **OUR TEAM:** We are a virtual company with 30+ team members from coast to coast within Canada and the USA and as far as Australia, Europe, and the Philippines. Our founder and CEO, Yuri Elkaim, is located in Toronto, Canada. Our team members are all driven by their shared desire for impact, excellence, and continuous growth. **OUR CULTURE:** Our culture is based on the premise “Be Great. Do Great” - regardless of location. Since our team is virtual, it’s about how we show up day after day, how we behave and treat one another in and outside of work. It’s about being a self-starter who does what’s needed to get done and who is held accountable to specifically defined targets without having a manager breathing over your shoulder. It’s about our shared values and how we communicate those values to each other and our clients. Regular two-way feedback, collaboration, and transparency within our team and our clients isn’t something we thought would sound good. It’s what we BELIEVE in and what we PRACTICE. Strong culture inside the business equates to strong culture outside the business (with our clients) which is probably why we have grown so quickly 🙈 We live and breathe the following **3 core values:** **Speed is King** Getting things done quickly is more important than doing them perfectly. By moving quickly, we expedite our learning and fast track our success. **Owner-Like Commitment** We are dedicated to doing great work and going above and beyond because the business' success (and that of our clients) is our success. **Driven to Grow** We are voracious learners and we love a good challenge because it brings out our innate desire to grow and become our best. If you fit the bill so far and this sounds like a company you'd like to be part of, then keep reading... \*\*\*\*\*\*\*\*\*\*\*\* **THE CLIENT SUCCESS MANAGER ROLE** As a Client Success Manager, your role is to help our clients win fast, win big, and ensure they renew or ascend to our next level coaching program. We help health professionals grow their coaching businesses online, therefore previous experience in digital/coaching business and marketing is a must. You're able to onboard with us quickly because **you've been there and done that.** You have an entrepreneurial spirit but you decided that running your own business wasn't for you. You've been in the trenches and built a funnel before, so you understand the effort, metrics, and emotions involved. With this, you're equipped to learn our system quickly and guide others successfully. In a nutshell, you’ll be responsible for building long-term relationships with our clients; orienting them and helping them “consume” our training; guiding them towards the best next steps, and believing in them so much that they feel fully supported in their entrepreneurial journey. Your top priority is to ensure they feel empowered as the hero of their own journey. You are a true coach and you're not afraid to lovingly challenge people to stretch and grow. Your measure of success is that our clients are moving forward with consistency and clarity, enrolling more clients and earning more money in their business, and ultimately renewing with us for continued support and coaching to take their coaching business to the next level (creating more expansion revenue). You would likely be overseeing/managing about 100-120 clients. **RESPONSIBILITIES** Have 40 hours per week available for the following tasks: - Conduct onboarding calls with new clients and ensuring they are 100% clear on how to get started and what to focus on to get fast wins. - Conduct 1:1 and group calls to guide clients through the Program and ensure they understand all of the resources within the Product - Be in their corner throughout the client’s entrepreneurial journey so they never get stuck in the “zone of doubt” - Update our CRM (Ontraport) with any client notes so we always know how clients are progressing and if/where they are stuck, managing their “traffic light” color so that we know where they’re at in terms of clarity & engagement - Conduct renewal conversation calls toward the end of each client’s 12-month contract - Study relevant Program materials to have an excellent understanding of our HBA coaching program so you know what our clients are working through and can direct them to the appropriate training or resource when needed - Attend calls hosted by other coaches to study our business strategy and ensure that as a team member, you are communicating a consistent message to our clients - Study Healthpreneur® Brand Identity document and related Company Culture documents to be 100% clear on the company vision, core values, ideal clients, important processes, and overall business model. - Create client engagement posts (inside of our Skool community) to celebrate client wins and acknowledge those who demonstrate the values we look for in great clients - Work with our billing concierge to coordinate thoughtful gifts for clients - Maintain open communication with other coaches to be aware of what each client is working on and having success or challenges with - Engage in Health Business Accelerator™ (HBA) workshop Skool community (respond to comments, encourage others, post helpful and accountability based posts) to help clients through sticking points related to workshop material and/or mindset, self-belief, and staying the course - Attend Weekly Sync (team meeting), Weekly Client Success meeting, and weekly 1-on-1 meetings - Submit Weekly Review at end of each week to help solve problems and review KPIs **RESULTS** - You ensure that 80%+ of our clients are “green” (using our traffic light system), meaning that they know what they are working on, are moving forward, and engaged in the group (ie. attending calls, posting in the Skool Community) - Help our clients move forward quickly so they can see a positive ROI as quickly as possible. Once running ads, you will help them stay on track to scale so they can add at least $10k/month to their business within 6 months or sooner (from starting) - Help keep our monthly churn under 5% - Improve expansion revenue and client lifetime value by ensuring that at least 70% of our clients renew (after 12 months) or ascend to our higher level mastermind. - Ensure that all clients are up to date with their payments and any conversations about “early exit” (without fulfilling full contract value) are handled with tact so that clients recommit (instead of wanting to bail) - You maintain "Inbox Zero" so that all notifications and communications are ALWAYS promptly handled **REQUIREMENTS** - English 1st language and based in North America. - Has experience in digital marketing - have either run your own or managed/coached other webinars, funnels, SBC, etc - 1+ years experience in digital marketing (webinars, funnels, ads, social media) - 2+ years experience in client success & coaching - The secret code is hp2026 - You know how to use behavioral psychology and/or NLP to help people achieve their highest potential - You have studied and or been certified by influencers in the coaching space such as Tony Robbins, Brendan Burchard, or similar. - You are compassionate and a great listener and also have the ability to challenge clients to a higher standard and ensure they move forward in spite of fear (or themselves). - You are consistent and show up for clients in a way that they can trust - You care about helping people succeed - You believe that the best love is tough love and that by letting people go you let them down. Knowing this, you are comfortable having difficult conversations to hold clients to a higher standard than they might have for themselves - You are positive, optimistic, and can help people feel the same way. - You are very well organized and can handle a hefty client load. - You are good with technology and very proficient using email (Gmail, GSuite) and keeping track of client conversations. ### Customer Success Manager, Strategic Accounts URL: https://supporthuman.cx/jobs/customer-success-manager-strategic-accounts/ Last updated: 2026-08-07T22:11:39.000Z ## [Drata](https://drata.com/about/careers?ref=supporthuman.cx) | $95k-$147k ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** See the other [two](https://supporthuman.cx/technical-support-representative/) [listings](https://supporthuman.cx/customer-success-manager-high-touch/) from this company for more information on the company and it's culture. I debated on whether to rate this one as Tread Carefully or BINGO, and decided on **BINGO** because of the EEO statement, which I haven't yet addressed. Specifically this statement, which is funny uh-oh: > We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled. "We'll do the bare minimum we're required to do not to get sued. Good luck." I mean, it's not like this isn't the unwritten norm, but kudos to them for stating it so clearly, I guess. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager, Strategic Accounts](https://drata.com/about/careers/career?gh%5Fjid=4428037005&ref=supporthuman.cx#description) We are hiring a Customer Success Manager to drive value through measurable outcomes for our strategic customers. You are a partner to our largest customer(s) and will be a key player in driving adoption and value of the Drata platform through a deep understanding of our customer’s business objectives and goals. You will collaborate closely with the Account Management, Sales, Product, and Marketing teams. The ideal candidate will possess a deep understanding of customer relationship management, a proven track record of managing and growing large enterprise accounts, and the ability to develop and execute strategies that drive customer satisfaction, retention, and expansion. **What you’ll do:** - Serve as primary point of contact for executive-level stakeholders, understanding their strategic objectives and aligning our solutions to meet their business goals in order to accelerate time to value - Create Mutual Action Plans based on the customer’s business objectives and review progress with the customer stakeholders, through monthly health checks and quarterly business reviews - Approach book of business with deep curiosity to align and realign on business objectives, KPIs, product use and product opportunities, to support the progression of customer compliance journey, and overall compliance status - Identify customer challenges and risks, develop and drive cross-functional mitigation plans to avoid churn - Align and collaborate with Account Managers on renewal forecasts and up-sell strategies, with a focus on customer retention - Demonstrate and promote the latest features and capabilities of the Drata platform to ensure customers are using key product features that align with their desired outcomes - Leverage available data to drive key actions that deliver value throughout the customer journey - Become trusted advisor for customers around best practices for progressing their compliance journey with Drata, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant Drata strategic team members and stakeholders **What you'll bring:** - 4+ years of Customer Success or Consulting experience - BA or BS with 2+ years experience in Security and/or Compliance - Strong communication skills, able to communicate confidently and concisely in verbal, written and presentation formats to all types of audiences - Self-motivated, independent, adaptable, and can thrive in a fast-paced startup environment - Experience managing a large volume of accounts - Data-fueled approach to CSM work, curious about data and insights, and have used Salesforce, Catalyst, Sigma and Jira **Benefits:** - Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge - HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan) - 100% paid short and long term disability plus life + AD&D benefits - Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities - Flexible Time Off: Flexible vacation policy for strong, fully charged batteries - 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child - Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office - 401K: Reach your financial goals while reducing your taxes *This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change.* *Tier 1: $119,000 - $147,000* *Tier 2: $107,100 - $132,300* *Tier 3: $95,200 - $117,600* *You can view which tier applies to where you plan to work* [*here*](https://drata.com/career-tiers?ref=supporthuman.cx)*. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.* --- Drata is on a mission to help build trust across the internet. Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness. We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time. Our team of SaaS, security, compliance, and audit experts have built a better way - with automation. *Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.* ### Customer Success Manager, High Touch URL: https://supporthuman.cx/jobs/customer-success-manager-high-touch/ Last updated: 2026-08-07T22:11:40.000Z ## [Drata](https://drata.com/about/careers?ref=supporthuman.cx) | $95k-$147k ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** I'm getting a heavy AI-vibe on this job description, but there are typos that make me think someone added to it afterward. This job was fine, fine, mostly fine until we hit the last bits of it, and then it started telling one hell of a story: > Collaborative, coachable, constructive attitude Embody our ethos of ‘Trust’ Demonstrable previous successes in a high-growth environment > Resilient and adaptable to change > High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.) > This is an exciting opportunity to play an integral part in Drata’s high-touch commercial customer success program. We expect you to be an incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success. Also, if you guessed we hit BINGO on "Poorly-written job description requires attention to detail," you nailed it! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager, High Touch](https://drata.com/about/careers/career?gh%5Fjid=4461262005&ref=supporthuman.cx#description) You embody [Drata’s core values](https://drata.com/about?ref=supporthuman.cx) in the way you approach and walk out your work as a customer success manager. Our Customer Success Manager (CSM) Commercial role is critical in helping us realize our goal of providing our customers with an unequaled customer experience. You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally. You obsess customer success through proactive engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts. Your competitive fire makes you a tenacious and enthusiastic team player, collaborating and forging strong relationships with Drata’s teams to achieve OKRs. You tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers. You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for Drata and its customers. In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and use, and health. You will be accountable for providing structure and best practices that drive immediate and continuous value realization to our customers. You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success. In short, you will become a consultative and trusted advisor in our customers journeys towards compliance and continuous value realization. **What you’ll do:** - Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with Drata team and stakeholders - Work collaboratively across pillars of CS, GTM, Operations, and Drata leadership teams to identify and realize value and revenue opportunities for each of our customers - Partner with Drata’s account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal - Engage daily and voraciously with our customers’ and your own performance metrics and data, leveraging all available datasets to fuel more effective and efficient work and customer engagements - Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status - Conduct milestone meetings between customers and Drata CS pillars, expanding customer relationship networks between their teams and ours (solutions architecture, compliance experts) in order to identify and drive value based on customer objectives - Conduct QBRs with executive and C-level team members from customer orgs and Drata for our most strategic relationships - Build and maintain a deep understanding of Drata’s platform and engage with customers about the most relevant features/functionality for their specific business needs - Become trusted advisor for customers around best practices for progressing their compliance journey with Drata, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant Drata team members and stakeholders - Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it - Help to grow mutual accountability between Drata and its customers as we build product, service models, and continually improve our delivery and execution **What you'll bring:** - 3+ years a in Customer Success Management role and 5+ years in a customer-facing role overall - BA/BS or Equivalent - Power user/expertise in Slack, Zoom, Google Workspace/GSuite, and CRM systems (Catalyst, Salesforce, etc.) required - Experience with Jira/ticketing, Gong, Sigma/data dashboards, Chili Piper/calendaring software, Notion preferred - Experience in B2B SaaS required - Security, Compliance, and/or GRC experience strongly preferred - Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication - Active listener and capacity to synthesize and take action on complex dialogue and information - Data-fueled approach to CSM work, voracious learner - Collaborative, coachable, constructive attitude - Embody our ethos of ‘Trust’ - Demonstrable previous successes in a high-growth environment - Resilient and adaptable to change - High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.) **Additional Information** This is an exciting opportunity to play an integral part in Drata’s high-touch commercial customer success program. We expect you to be an incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success. **Benefits:** - Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge - HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan) - 100% paid short and long term disability plus life + AD&D benefits - Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities - Flexible Time Off: Flexible vacation policy for strong, fully charged batteries - 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child - Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office - 401K: Reach your financial goals while reducing your taxes *This role will receive a competitive base salary, variable compensation, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable range of On-Target Earnings (OTE) for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected OTE ranges for this role are set forth below, subject to change.* *Tier 1: $119,000 - $147,000* *Tier 2: $107,100 - $132,300* *Tier 3: $95,200 - $117,600* *You can view which tier applies to where you plan to work* [*here*](https://drata.com/career-tiers?ref=supporthuman.cx)*. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.* --- Drata is on a mission to help build trust across the internet. Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness. We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time. Our team of SaaS, security, compliance, and audit experts have built a better way - with automation. *Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.* ### Technical Support Representative URL: https://supporthuman.cx/jobs/technical-support-representative/ Last updated: 2026-08-07T22:11:41.000Z ## [Drata](https://drata.com/about/careers?ref=supporthuman.cx) | $58,523-$89,250 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This one was reader-submitted. Thanks! I'm on the fence about Drata's "[rules](https://drata.com/about/careers/drata-rules?ref=supporthuman.cx)" – on the one hand I appreciate the rules are highly visible and clear. But there are also more elements of toxic startup philosophy than I am personally comfortable with. Your mileage may vary! But make sure you read them and are comfortable with them, because you will definitely be measured by them. Our Reader noted that there's something of a bait-and-switch happening in the application, and they're right: in the job description, there's a lot of language about growth and learning and only needing basic cloud knowledge, yet in the application there's this question: > What cloud applications can you troubleshoot for? Please list them out and plan to talk through them during each of your interviews. That, coupled with Drata's rules and the frankly abysmal range for a technical cloud infra support role, and this is our first BINGO of the week. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Technical Support Representative](https://drata.com/about/careers/career?gh%5Fjid=4455932005&ref=supporthuman.cx#description) Our Customer Success team is excited to be adding to the Technical Support team! In this role you will work on technical issues, troubleshoot and guide a wide range of customers to successfully utilize our platform. You will work on a close knit team with a history of success building, scaling and supporting Drata’s customer success arm–which is second to none (check out the reviews!). If you thrive in a fast paced environment with a team of A players to learn and grow with, Drata is the place for you. ***“Please note the core hours for this role are 9am - 5pm Pacific time zone"*** **What you’ll do:** - Become a technical product knowledge expert on our platform, products, and services with guidance from our Senior team members. - Help our customers with fully deploying Drata into their organizations. That involves troubleshooting with Drata itself to solving contextual issues related to a user’s cloud infrastructure, version control, IdP, HRIS, and endpoints within their environment. - Serve as a technical expert when covering correspondence via live chat, email, and video. - Provide customer service to a wide range of customers, from small businesses to big enterprises and educational institutions. - Work alongside our customer success managers to help customers complete full rollouts of Drata and, occasionally, work with sales to facilitate upsell opportunities. - Channel feedback to the rest of the company, especially when collaborating with our product and engineering teams to troubleshoot and define issues, and track their impact and fixes. - Contribute to the ongoing internal learning and success of our team by sharing knowledge through mentorship and collaboration. **What you’ll bring:** - Service-minded and attentive to giving customers the best possible support and experience with our products. - Initiative and desire to learn new skills/ technologies and remain up-to-date with the latest trends; real passion for solving technical problems. - Willingness to research and learn more complex skills related to compliance, automation, and log monitoring. - Excellent time management skills and ability to multitask. - An understanding of the principles of compliance and/or automation technology. **Requirements:** - 2+ years of experience working in a position providing technical support through clear written and verbal communication. - Basic cloud knowledge. - Excellent English communication skills. **Benefits:** - Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge - HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan) - 100% paid short and long term disability plus life + AD&D benefits - Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities - Flexible Time Off: Flexible vacation policy for strong, fully charged batteries - 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child - Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office - 401K: Reach your financial goals while reducing your taxes *This role will receive a competitive base salary, benefits, and stock, typically in the form of Restricted Stock Units (RSUs). The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected salary ranges for this role are below, subject to change.* *Tier 1: $72,250 - $89,250* *Tier 2: $65,025 - $80,325* *Tier 3: $58,523 - $72,293* *You can view which tier applies to where you plan to work* [*here*](https://drata.com/career-tiers?ref=supporthuman.cx)*. A variety of factors are considered when determining someone’s leveling and compensation–including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.* --- Drata is on a mission to help build trust across the internet. Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness. We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time. Our team of SaaS, security, compliance, and audit experts have built a better way - with automation. *Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.* ### VP, Customer Success and Technical Operations URL: https://supporthuman.cx/jobs/vp-customer-success-and-technical-operations/ Last updated: 2026-08-07T22:11:43.000Z ## [HUMAN](https://www.humansecurity.com/company/careers?ref=supporthuman.cx) | $180,000-$210,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The Careers page is a somewhat bare bones, but otherwise fine. Their values seem honest and in keeping with their brand. I'm pretty impressed with the job description overall. Aside from a brief reference to "diversity of thought" (which in context seems harmless), they manage to convey the qualities they're looking for without being unnecessarily prescriptive or ableist, they seem to understand well what they're looking for, and the stated goals are unusually grounded for a VP of Success position. All in all, I think this is a solid **Green Means Go**. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [VP, Customer Success and Technical Operations](https://jobs.lever.co/humansecurity/9832f59c-e908-4f24-8f41-dbdef1f9ddf6?ref=supporthuman.cx) **HUMAN was founded in 2012 in a Brooklyn sci-fi bookstore by Tamer Hassan, Michael Tiffany, Dan Kaminsky, and Ash Kalb. Our humble beginnings led to the creation of the Human Defense Platform, the backbone of all our products that safeguards enterprises from sophisticated bots, fraud, and account abuse. Today we verify the humanity of more than 20 trillion interactions per week for some of the largest companies and internet platforms.** **Our hacker roots still permeate everything we do. You will be a part of the HUMAN front line in our commitment to protecting companies (and in turn, their customers) from both revenue and reputation risk caused by digital attacks. However, HUMAN is not the center of this story. Humans like yourself are. We firmly believe in putting people first. This approach spans our extensive total rewards package, inclusive of competitive compensation, benefits, stipends - as well as our day-to-day culture - to ensure every human is empowered to do the best work of their life. We want to hear about the marathon you’re training for. We want to see pictures of your pets. We want to know your favorite robot (we have many).** **Even if you’re not a conventional “hacker” we can assure you that you are a hacker in your own right. We want to work with people like you who break down problems to build up better solutions. That’s what makes us HUMAN. You’ll be joining us at an exciting moment in the HUMAN story: we joined forces with PerimeterX in a** [**market-changing merger**](https://www.humansecurity.com/learn/blog/the-next-chapter-for-human?ref=supporthuman.cx)**, as well as recently acquired** [**clean.io**](https://www.humansecurity.com/learn/blog/acquiring-clean.io-a-chat-with-the-ceos?ref=supporthuman.cx) **to enhance the Human Defense Platform. Together under the HUMAN brand, we will disrupt the economics of cybercrime. We hope you can join us in that mission.** Reporting to HUMAN’s Chief Revenue Officer, the VP, Customer Success and Technical Operations will lead HUMAN’s Customer Success teams which includes Technical Account Management, Customer Support, Solutions Architects and Professional Services, and will be responsible for customer outcomes, driving customer retention, service delivery, technical assistance, influencing expansion and training to clients. This person will become an integral leader in transforming the way our customers achieve success with HUMAN’s Defense Platform. This leader will work with their team and partner cross functionally with the account management and sales teams. This will include developing and executing integrated client initiatives that differentiate HUMAN’s products in the marketplace, as well as guide transformation efforts to identify new opportunities to generate revenue through its existing client base. They will be a key contributor to the strategic growth initiatives leading our growth and expansion process and client health and retention initiatives. The VP, Customer Success and Technical Operations will use data and analytics to measure KPIs across the customer experience and lifecycle to ensure our strategies and programs are driving better outcomes. **What You'll Do:** - Responsible for leading and building relationships between customers and our Customer Success teams - Driving client revenues including renewals and cross selling of products and services - Troubleshoot complex and technical customer escalations using deep technical and product expertise - Own partnership with Product, bringing “voice of customer” to Product teams, including interlock, reporting, metrics, and facilitating customer engagement (e.g., surveys, interviews, etc.) - Analyze and improve technical customer processes to elevate customer experience, streamlining operations and increasing efficiency within the team - Build a strong Customer Success team which will include Identifying , attracting and retaining top talent in the team - Align Customer Success team around revenue strategy and growth amongst the different product lines to ensure we are on target and meeting our projections - Drive and monitor the retention initiatives and health of our customers in a forcastable manner and assist company in maintaining aggressive retention goals - Collaborate across the Executive Leadership Team and with direct reports to ensure focus is on progression and execution of strategy and goals - Build out the right Customer Success process including technology and tools for a more automated and seamless customer process - Leverage data and analytics to develop, lead, and measure results for GTM sales and adoption-related initiatives, programs, and campaigns **Who You Are:** - A visionary leader that is confident and steady and predictable with strong leadership capabilities - Customer obsessed, stays well-connected with customers and collaborates with executive members to ensure their feedback is communicated to all relevant stakeholders - Data driven, able to provide predictable metrics and stay on track to the sales strategy and plan. - Able to be a cultural influencer by cultivating and empowering your team through communication, accountability, emotional intelligence, motivation, and Human’s values - Passionate about building teams including growing, developing and motivating individuals - Thrives in changing environments and always seeking to be ahead of the curve ### What We're Looking For: - Please note that only applicants with a deep technical understanding of advertising technology, the ad ecosystem, ad fraud, ad quality, and the general media landscape, OR, a strong technical understanding of web/mobile application security/fraud, web scraping, data contamination, malicious client-side code injections, and account takeovers, will be considered. - Seasoned customer leader with 12+ years of progressive Customer Success leadership experience focused in Enterprise SaaS business, experience in security and fraud space is highly preferred - Demonstrated progressive customer success experience leading teams (Technical Account Managers, Solution Architects, and a to be built Professional Services team) and/or operations - Strong business, technical and operational acumen and executive presence, combined with deep analytical, organizational and problem-solving skills; strong understanding of value drivers in recurring revenue business models - Passion for data, analytics, and process: dive into data to understand trends and insights to continuously refine and improve our company strategy and performance - At least 5 years experience building, scaling and managing high growth Customer Success teams while building processes and systems to deliver reliable growth - Proven track record of growing revenue through sales expansion during hyper growth phases - Experience in a multi-product platform environment with complex sales strategies and International growth and expansion - Experience using/integrating Customer Success technology platforms - Excellent executive communication skills: responsible for projecting confidence and steadiness to the board - Ability to scale and grow a high productive team and attract top talent to the organization - Ability to plan effectively for reliable churn and expansion projections using data and metrics - Strong executive leadership experience and guiding the team through modeling, facilitating, and purposefully influencing positive emotions that encourage team members and employees to excel in their work The base pay range for this position is $180,000- $210,000 which can include additional on-target commission pay/bonus. The base pay offered may vary depending on location, job related knowledge, skills, and experience. Stock options and other incentive pay may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position ultimately offered. **HUMAN prides itself on being an equal opportunity workplace. We firmly believe in putting people first regardless of who you are, where you come from, how you identify, or who your favorite robot is (we have many). We are on a mission to protect the integrity of the internet for everyone, so we welcome all individuals to come to share their unique experiences and perspectives as we fight against cybercrime together!With Humans located in all parts of the world, we’ve fully embraced our diversity of thought and are always looking for innovative ways to connect with one another - even in virtual reality! Although New York City is our HQ, we have teams in Tel Aviv, Israel; London, UK; Victoria, Canada; San Mateo, CA; Miami, FL; and Virginia.** **We trust our Humans in choosing where they work and how they work. The total rewards package we provide reflects our commitment to our Humans’ personal career development, which includes annual stipends for home office setup, wellbeing, and learning & development. We also offer weekly lunches, dedicated time off, no-meeting Fridays (for our U.S. and Intl. based HUMANs), HUMAN days, and so much more.** **We’re constantly trying to anticipate the needs of our Humans to ensure each one of us is equally prepared to do some of the best work of our life. Taking care of one another is part of the HUMAN experience and how we build true HUMAN connections.** **If you are an individual with a disability or special need that requires accommodation, please contact us directly.** ### Senior Technical Writer URL: https://supporthuman.cx/jobs/senior-technical-writer-2/ Last updated: 2026-08-08T00:05:45.000Z Location: New York City · Los Angeles · Austin · Chicago · Miami · Seattle · Phoenix · Atlanta · Salt Lake City Platform: Circle ## [Circle](https://www.circle.com/en/careers?ref=supporthuman.cx) | $132,500-$170,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The Careers page is straightforward, their company values are pretty run-of-the-mill. I know this is a bit outside Support knowledge work, but I think it'd be a good fit for CX folks. The position seems fine, and the pay is great. Note: I think the job is probably Remote in the US, but candidates are asked to pick the city closest to them before applying, so I'm putting those cities as the location just to be safe. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Senior Technical Writer](https://www.circle.com/en/careers-detail/senior-technical-writer?ref=supporthuman.cx) Circle is a financial technology company at the epicenter of the emerging internet of money, where value can finally travel like other digital data — globally, nearly instantly and less expensively than legacy settlement systems. This ground-breaking new internet layer opens up previously unimaginable possibilities for payments, commerce and markets that can help raise global economic prosperity and enhance inclusion. Our infrastructure – including USDC, a blockchain-based dollar – helps businesses, institutions and developers harness these breakthroughs and capitalize on this major turning point in the evolution of money and technology. **What you’ll be part of:** Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values: Multistakeholder, Mindfulness, Driven by Excellence and High Integrity. Circlers are consistently evolving in a remote world where strength in numbers fuels team success. We have built a flexible and diverse work environment where new ideas are encouraged and everyone is a stakeholder. **What you'll be responsible for:** Circle is looking for an outstanding professional who serves the needs of developers, entrepreneurs, creators, and builders as a prolific writer, as a part of our Circle Developer Experience Product team. We seek a Senior Technical Writer to collaborate with our product and engineers and work alongside our Developer Relations team to create written communication that engages and inspires developers in pushing the boundaries of building with Circle’s applications and services. **What you'll work on:** - Creating documentation and education materials to ensure developers can rapidly build with our APIs. - Determining the most logical way to present information for the greatest reader comprehension, which translates to developer success. - Generating innovative ideas for content and workflow solutions that use our APIs. - Meeting with subject-matter experts in product and engineering teams to understand the product and the documentation requirements to ensure niche topics are appropriately addressed. - Analyzing information required for crafting or updating all developer and technical documentation. - Reviewing and editing content developed by other Technical Writing team members. **You will aspire to our four core values:** - **Multistakeholder -** you have dedication and commitment to our customers, shareholders, employees, families, and local communities. - **Mindful -** you seek to be respectful, an active listener, and to pay attention to detail. - **Driven by Excellence -** you are driven by our mission and our passion for customer success, which means you relentlessly pursue excellence, do not tolerate mediocrity, and work intensely to achieve your goals. - **High Integrity -** you seek open and honest communication and hold yourself to high moral and ethical standards. You reject manipulation, dishonesty and intolerance. **What you'll bring to Circle:** - 4+ years in writing user guides, integration guides, API developer guides, mobile development documentation, in-platform instructions, installation/configuration instructions, and system operations. - 4+ years of proven experience in a tech company. - Passionate about delivering the best developer experience through documentation. - Excellent technical understanding of blockchain technologies and ecosystems. - Excellent interpersonal, verbal, and written communication skills. - Ability to work autonomously, be proactive, prioritize, communicate, and function in a small team. - Comfortable taking on long-term, complex technical writing projects in a self-directed manner. - Experience/familiarity with GitHub, Git, and a few coding and scripting languages such as Swift, Kotlin, Java, JavaScript, CSS, Python, REST APIs and other typical office suite applications. **Additional Information:** - This position is eligible for day-one PERM sponsorship for qualified candidates. *Circle is on a mission to create an inclusive financial future, with transparency at our core. We consider a wide variety of elements when crafting our compensation ranges and total compensation packages.* *The compensation range below is specific to Boston, MA. Actual starting pay is determined by various factors, including but not limited to: relevant experience, skill set, qualifications, and other business and organizational needs. Please note that compensation ranges may differ for candidates in other locations.* **Base Pay Range: $132,500 - $170,000** **Annual Bonus Target: 12.5%** *Also Included: Equity & Benefits (including medical, dental, vision and 401(k)). Circle has a discretionary vacation policy. We also provide 10 days of paid sick leave per year and 11 paid holidays per year in the U.S.* We are an **equal opportunity employer** and value diversity at Circle. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Additionally, Circle participates in the [**E-Verify Program**](https://www.circle.com/hubfs/PDFs/E-Verify%5FRight%5Fto%5FWork.pdf?ref=supporthuman.cx) in certain locations, as required by law. ### Customer Success Specialist, Financial Services URL: https://supporthuman.cx/jobs/customer-success-specialist-financial-services/ Last updated: 2026-08-07T22:11:45.000Z ## [AlphaSense](https://www.alpha-sense.com/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role has the same weird (and ableist) culture signals as the other roles from this company. Also, there's no salary transparency and the application asks for your target comp range, so into **Tread Carefully** it goes. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Specialist, Financial Services](https://boards.greenhouse.io/alphasense/jobs/7101638002?ref=supporthuman.cx) **Location:** London **Reports To:** Director of Customer Success **About AlphaSense:** The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with over 1,500 people across the globe and offices in the U.S., U.K., Finland, India, and Singapore. Come Join Us! **About the Role** The Product Specialist role at AlphaSense lives at the intersection of sales, customer success, and technical support. Product Specialists are tasked with building relationships with prospective clients by providing support and deep technical knowledge to demonstrate the value of AlphaSense while helping to drive adoption. Due to the extensive exposure that Product Specialists have with clients, they’re also in a prime location to partner with our sales and product teams in determining future product developments that will resonate with the market. **What You’ll Do** - **Customer Support**: Product Specialists field support calls, emails, and chats, locally resolving as much as possible. They will port tickets out to appropriate teams when needed and will retain their position as the customer’s point person through resolution. - **Customer Health**: The team works hand in hand with account management, speaking with and visiting users to provide training, customizations, and product consultations. - **Growth Initiatives**: Assist sales in product pitches and demos. The team also runs trial training calls, making the ability to overcome common objectives and communicate our value proposition essential to success. - **Content generation**: Product Specialists identify content that our customers are likely to care about, and package it for distribution by sales and account management. This content should come in the form of timely searches/trends in the market that can be used for demos or email distribution. - **Product Direction**: Because of our Product Specialists’ deep understanding of both our product and customers, they are in a position to field feedback and identify product opportunities, and relay that information across the organization (account management, account executives, product, management). **Who You Are** - A client-facing professional with a superior ability to develop rapport with new people, and to maintain relationships, combined with a positive and proactive personality. - A skilled communicator who can engage at any level of an organization. - An energetic and creative individual, possessing natural curiosity with the ability to learn quickly and adapt - Eager to learn - Due to our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job! - Able to distill and explain complex issues in simple terms. - Intrinsically motivated with the ability to contribute to a dynamic and entrepreneurial team culture. - Strong time management and task prioritization skills. AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. ### Product Specialist URL: https://supporthuman.cx/jobs/product-specialist-2/ Last updated: 2026-08-07T22:11:47.000Z ## [AlphaSense](https://www.alpha-sense.com/careers/?ref=supporthuman.cx) | $70,000-$90,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role has the same weird (and ableist) culture signals as the other roles at this company. And while there is salary transparency here (likely due to state laws requiring it, which is also a culture signal), the application asks for your target comp range, so into **Tread Carefully** it goes. Also, this is easily disproved by just looking at their other listings and is thus infuriating bullshit: > \*For base compensation, we set standard ranges for all US-based roles based on function, level and geographic location, benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience/expertise and may vary from the amounts listed above. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Product Specialist](https://boards.greenhouse.io/alphasense/jobs/6575476002?ref=supporthuman.cx) **Location:** New York City Preferred, Remote considered **Reports To:** Director of Customer Success **About AlphaSense:** The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with over 1,500 people across the globe and offices in the U.S., U.K., Finland, India, and Singapore. Come Join Us! **About the Role** The Product Specialist role at AlphaSense lives at the intersection of sales, customer success, and technical support. Product Specialists are tasked with building relationships with prospective clients by providing support and deep technical knowledge to demonstrate the value of AlphaSense while helping to drive adoption. Due to the extensive exposure that Product Specialists have with clients, they’re also in a prime location to partner with our sales and product teams in determining future product developments that will resonate with the market. **What You’ll Do** - **Customer Support**: Product Specialists field support calls, emails, and chats, locally resolving as much as possible. They will port tickets out to appropriate teams when needed and will retain their position as the customer’s point person through resolution. - **Customer Health**: The team works hand in hand with account management, speaking with and visiting users to provide training, customizations, and product consultations. - **Growth Initiatives**: Assist sales in product pitches and demos. The team also runs trial training calls, making the ability to overcome common objectives and communicate our value proposition essential to success. - **Content generation**: Product Specialists identify content that our customers are likely to care about, and package it for distribution by sales and account management. This content should come in the form of timely searches/trends in the market that can be used for demos or email distribution. - **Product Direction**: Because of our Product Specialists’ deep understanding of both our product and customers, they are in a position to field feedback and identify product opportunities, and relay that information across the organization (account management, account executives, product, management). **Who You Are** - A client-facing professional with a superior ability to develop rapport with new people, and to maintain relationships, combined with a positive and proactive personality. - A skilled communicator who can engage at any level of an organization. - An energetic and creative individual, possessing natural curiosity with the ability to learn quickly and adapt - Eager to learn - Due to our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job! - Able to distill and explain complex issues in simple terms. - Intrinsically motivated with the ability to contribute to a dynamic and entrepreneurial team culture. - Strong time management and task prioritization skills. AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. **Base Compensation Range\***: $70,000-$90,000 **Additional Components:** You may also be offered a performance-based bonus, equity, and a generous benefits program. \*For base compensation, we set standard ranges for all US-based roles based on function, level and geographic location, benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience/expertise and may vary from the amounts listed above. ### Customer Success Manager (B2B - Presales) URL: https://supporthuman.cx/jobs/customer-success-manager-b2b-presales/ Last updated: 2026-08-07T22:11:48.000Z ## [AlphaSense](https://www.alpha-sense.com/careers/?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role has the same weird (and ableist) culture signals as the other Manager roles. Also, there's no salary transparency and the application asks for your target comp range, so into Tread Carefully it goes. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager (B2B - Presales)](https://boards.greenhouse.io/alphasense/jobs/7579487002?ref=supporthuman.cx) **Location: London, UK** **Reports to: Director of Customer Success** **About AlphaSense:** The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with over 1,500 people across the globe and offices in the U.S., U.K., Finland, India, and Singapore. Come Join Us! **About The Team** The Customer Success team is composed of our Product Specialist group, a team of highly trained product experts as well as our Account Managers, who provide strategic guidance to our robust book of business, spanning from Fortune 1000 businesses to some of the largest financial institutions in the world.First and foremost, the Product Specialist team are value-added partners to our clients. We are extremely consultative in our approach and will do everything we can to solve client challenges through our product. We spend our waking hours obsessing over our customers and making sure they have the right data at their fingertips to make the best decisions possible. We are responsible for retaining our customers, maximising usage of the product and partnering with the sales team to uncover opportunities to grow our business. The Product Specialist role marries the technical knowledge of our solution with a deep understanding of either the Corporate or Financial Services verticals to ensure that users, across all of the segments and business units that we work with, are realising maximum value from the platform. The team is heavily relied upon to contribute to both growth and retention initiatives by helping maximise prospect and customer health. The team is segmented into two - pre and post sales. Our pre-sales team partners with Account Executives to help win user trials and bring in new revenue, while our post-sales team partners with Account Managers to retain existing clients and ensure they are effectively engaging with the platform and realising value. Additionally, because of the extensive exposure that Product Specialists have with clients, they are also in a prime position to partner with our Product Management and Content teams to help determine future product developments that will resonate with the market, as well as owning the customer feedback loop. The Product Specialist role can be both an excellent launching point and destination due to the several career opportunities it offers. **About The Role & What You’ll Do:** The Customer Success Manager focused on Pre-sales will be responsible for managing a team of Product Specialists who are responsible for : - Being experts in the product as well as our persona-specific use cases - Building custom searches and completing specific customizations to users’ accounts - Demoing live on calls of all types with the aim of helping their AE partners convert trials - Building effective relationships with cross-functional Account Executive (AE) partners, as well as the Product and Content teams We are looking for a team oriented, data-driven leader who can have an impact on the continued growth of this team. As the Product Specialist team continues to grow and morph, we are adding additional roles and responsibilities. The duties of the Customer Success Manager include: - Directly leading a team of Pre-sales Product Specialists who are responsible for supporting AEs in closing trials by providing white glove and value-add client service. - Driving Successful Customer Outcomes and expanding revenue by helping build deeper relationships with our clients, and influencing future lifetime value through higher product adoption. - Aggregating feedback and pivoting pilot programs to allow for optimal renewal rates, revenue growth, and uncovering the key support PS can offer to our revenue organisation. As part of this, taking initiatives is key to continuously improving our organisation & updating internal processes. - Coaching and mentoring members of your team on development, call coaching, implementing best practices, and establishing accountability across the team.This includes adapting your managerial style to each direct report to effectively support and challenge them. - Providing transparency and insight of your team’s performance to the leadership team, which includes tracking and reporting day-to-day metrics. - Recruiting top talent for your growing team while maintaining a high bar of excellence. - Building impactful relationships with cross-functional leaders (Sales, Account Management, Sales Enablement, Product, Marketing, etc.) to ensure alignment and drive successful growth outcomes. - Diligently learn about our product and feed additional ideas to bridge the gap between feature roll-outs, the future roadmap, and user requests for platform updates. **Who You Are:** - You have a proven track record of successfully managing a team of at least 5 client-facing people (and being directly responsible for those individuals). - Passionate about learning and always seeking the next challenge. - A systems thinker—you have a proven track record of turning processes that lack structure into effective, scalable systems. - You measure our success by the success of our customers. As an effective leader, you will instil these values in your team to ensure our customers are receiving an excellent customer experience & white glove service. - You are obsessed with adding value to your team through coaching and feedback. - You demonstrate equanimity in all situations. - You are a warm but demanding manager to your direct reports. - You are ambitious, with impeccable integrity and curiosity. - You have significant experience working directly with users and clients to solve complex problems. - Servant leadership is innate - you see leading people as a privilege and are committed to others’ success. You lead by example everyday. - Strong 360 communicator; able to parse nuanced data and draw actionable conclusions. - You appreciate that feedback is a gift and you feel comfortable giving and receiving 360 feedback. **Candidate Requirements:** - 5+ years of work experience in sales or client success with a minimum of 2 years direct people management experience (where you managed a team of at least 5 client-facing people). - High aptitude and willingness to learn. Because of our diverse client base, most of the technical knowledge required to succeed will be learned on the job. - Ability to distil and explain complex issues in simple terms. - Experience operationalising the customer journey and creating effective and scalable processes. - An intelligent, articulate, consultative and confident client facing professional - Must have the personal motivation and ability to contribute to a dynamic and entrepreneurial team culture. - Superior ability to develop rapport with people, and to maintain relationships, combined with a positive and proactive personality. - Energetic and creative individual, possessing natural curiosity with the ability to learn quickly and adapt. - Outstanding oral, written and presentation skills. - Effective attention to detail, time management and task prioritisation, even when under pressure. - Ability and interest to work autonomously, and for a small fast-growing company. Someone can genuinely "make the role their own", so looking for highly motivated proactive individuals who make things happen, and want to play a large role in the company’s success. AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. ### Product Specialist URL: https://supporthuman.cx/jobs/product-specialist/ Last updated: 2026-08-07T22:11:49.000Z ## [AlphaSense](https://www.alpha-sense.com/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role has the same weird (and ableist) culture signals as the Manager role. Also, there's no salary transparency and the application asks for your target comp range, so into **Tread Carefully** it goes. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Product Specialist](https://boards.greenhouse.io/alphasense/jobs/7313470002?ref=supporthuman.cx) **Location:** London **Reports To:** Director of Customer Success **About AlphaSense:** The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with over 1,500 people across the globe and offices in the U.S., U.K., Finland, India, and Singapore. Come Join Us! **About the Role** The Product Specialist role at AlphaSense lives at the intersection of sales, customer success, and technical support. Product Specialists are tasked with building relationships with prospective clients by providing support and deep technical knowledge to demonstrate the value of AlphaSense while helping to drive adoption. Due to the extensive exposure that Product Specialists have with clients, they’re also in a prime location to partner with our sales and product teams in determining future product developments that will resonate with the market. **What You’ll Do** - **Customer Support**: Product Specialists field support calls, emails, and chats, locally resolving as much as possible. They will port tickets out to appropriate teams when needed and will retain their position as the customer’s point person through resolution. - **Customer Health**: The team works hand in hand with account management, speaking with and visiting users to provide training, customizations, and product consultations. - **Growth Initiatives**: Assist sales in product pitches and demos. The team also runs trial training calls, making the ability to overcome common objectives and communicate our value proposition essential to success. - **Content generation**: Product Specialists identify content that our customers are likely to care about, and package it for distribution by sales and account management. This content should come in the form of timely searches/trends in the market that can be used for demos or email distribution. - **Product Direction**: Because of our Product Specialists’ deep understanding of both our product and customers, they are in a position to field feedback and identify product opportunities, and relay that information across the organization (account management, account executives, product, management). **Who You Are** - A client-facing professional with a superior ability to develop rapport with new people, and to maintain relationships, combined with a positive and proactive personality. - A skilled communicator who can engage at any level of an organization. - An energetic and creative individual, possessing natural curiosity with the ability to learn quickly and adapt - Eager to learn - Due to our diverse base of clients, much of the technical knowledge required to succeed will be learned on the job! - Able to distill and explain complex issues in simple terms. - Intrinsically motivated with the ability to contribute to a dynamic and entrepreneurial team culture. - Strong time management and task prioritization skills. AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. ### Product Specialist, Manager (Post Sales) URL: https://supporthuman.cx/jobs/product-specialist-manager-post-sales/ Last updated: 2026-08-07T22:11:51.000Z ## [AlphaSense](https://www.alpha-sense.com/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The Careers page is well-developed, informative, and pretty straightforward. > We spend our waking hours obsessing over our customers Eh, do you though? 'Cause that's not necessarily something I'd brag about. > You demonstrate equanimity in all situations. This is "stay calm under pressure" in sheep's clothing, in case you were wondering. > You are a warm but demanding manager to your direct reports. Again, it's not *that* weird, just a signal of a specific kind of culture, which could be fine! Make sure it's your kind of culture, is all I'm saying. > An intelligent, articulate, consultative and confident client facing professional No unintelligible, meek boneheads, thank you very much. > Superior ability to develop rapport with people, and to maintain relationships, combined with a positive and proactive personality. Ah, so we're prescribing personalities now, cool cool cool. > Energetic and creative individual I'm just a girl, standing in front of a faceless company, asking them to stop saying this ableist bullshit. > Effective attention to detail, time management and task prioritisation, even when under pressure. I'm not going to copy and paste the typos / errors in this JD (you'll see them below), but there were enough that I thought to myself, "these folks are definitely going to require attention to detail." It's just a constant of the universe now. I was going to give this an **Eh, It's Probably Fine**, but the weird culture signals tipped it over into **Tread Carefully** for me. Oh yeah, and there's no salary transparency (and the application asks for comp range), so that would've done it anyway. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Product Specialist, Manager (Post Sales)](https://boards.greenhouse.io/alphasense/jobs/7564117002?ref=supporthuman.cx) **Location: London, UK** **Reports to: Director of Customer Success** **About AlphaSense** The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500\. Founded in 2011, AlphaSense is headquartered in New York City with over 1,500 people across the globe and offices in the U.S., U.K., Finland, India, and Singapore. Come Join Us! **About The Team** The Customer Success team is composed of our Product Specialist group, a team of highly trained product experts as well as our Account Managers, who provide strategic guidance to our robust book of business, spanning from Fortune 1000 businesses to some of the largest financial institutions in the world. First and foremost, the Product Specialist team are value-added partners to our clients. We are extremely consultative in our approach and will do everything we can to solve client challenges through our product. We spend our waking hours obsessing over our customers and making sure they have the right data at their fingertips to make the best decisions possible. We are responsible for retaining our customers, maximising usage of the product and partnering with the sales team to uncover opportunities to grow our business. The Product Specialist role marries the technical knowledge of our solution with a deep understanding of either the Corporate or Financial Services verticals to ensure that users, across all of the segments and business units that we work with, are realising maximum value from the platform. The team is heavily relied upon to contribute to both growth and retention initiatives by helping maximise prospect and customer health. The team is segmented into two - pre and post sales. Our pre-sales team partners with Account Executives to help wins user trials and bring in new revenue, while our post-sales team partners with Account Managers to retain existing clients and ensure they are effectively engaging with the platform and realising value. Additionally, because of the extensive exposure that Product Specialists have with clients, they are also in a prime position to partner with our Product Management and Content teams to help determine future product developments that will resonate with the market, as well as owning the customer feedback loop. The Product Specialist role can be both an excellent launching point and destination due to the several career opportunities it offers. **About The Role & What You’ll Do:** The Product Specialist Manager focused on Post-sales will be responsible for managing a team of Product Specialists who are responsible for: - Being experts in the product as well as our persona-specific use cases. - Building custom searches and completing specific customizations to users’ accounts. - Demoing live on calls of all types with the aim of increasing user engagement, adoption and retention. - Building effective relationships with cross-functional Account Manager (AM) partners, as well as the Product and Content teams. We are looking for a team oriented, data-driven leader who can have an impact on the continued growth of this team. As the Product Specialist team continues to grow and morph, we are adding additional roles and responsibilities. The duties of the Product Specialist Manager include: - Directly leading a team of Post-sales Product Specialists who are responsible for supporting AMs in retaining and growing existing accounts through white glove and value-add client service. - Driving Successful Customer Outcomes by increasing renewal rates and reducing churn, expanding revenue by building deeper relationships with our accounts, and influencing future lifetime value through higher product adoption. - Aggregating feedback and pivoting pilot programs to allow for optimal renewal rates, revenue growth, and uncovering the key support PS can offer to our revenue organisation. As part of this, taking initiatives is key to continuously improving our organisation & updating internal processes. - Coaching and mentoring members of your team on development, call coaching, implementing best practices, and establishing accountability across the team. This includes adapting your managerial style to each direct report to effectively support and challenge them. - Providing transparency and insight of your team’s performance to the leadership team, which includes tracking and reporting day-to-day metrics. - Recruiting top talent for your growing team while maintaining a high bar of excellence. - Building impactful relationships with cross-functional leaders (Sales, Account Management, Sales Enablement, Product, Marketing, etc.) to ensure alignment and drive successful growth outcomes. - Diligently learn about our product and feed additional ideas to bridge the gap between feature roll-outs, the future roadmap, and user requests for platform updates. **Who You Are:** - You have a proven track record of successfully managing a team of at least 5 client-facing people (and being directly responsible for those individuals). - Passionate about learning and always seeking the next challenge. - A systems thinker—you have a proven track record of turning processes that lack structure into effective, scalable systems. - You measure our success by the success of our customers. As an effective leader, you will instil these values in your team to ensure our customers are receiving an excellent customer experience & white glove service. - You are obsessed with adding value to your team through coaching and feedback. - You demonstrate equanimity in all situations. - You are a warm but demanding manager to your direct reports. - You are ambitious, with impeccable integrity and curiosity. - You have significant experience working directly with users and clients to solve complex problems. - Servant leadership is innate - you see leading people as a privilege and are committed to others’ success. You lead by example everyday. - Strong 360 communicator; able to parse nuanced data and draw actionable conclusions. - You appreciate that feedback is a gift and you feel comfortable giving and receiving 360 feedback. **Candidate Requirements:** - 5+ years of work experience in consulting, sales, account management, or client success with a minimum of 2 years direct people management experience (where you managed a team of at least 5 client-facing people). - High aptitude and willingness to learn. Because of our diverse client base, most of the technical knowledge required to succeed will be learned on the job - Ability to distil and explain complex issues in simple terms. - Experience operationalising the customer journey and creating effective and scalable processes.● An intelligent, articulate, consultative and confident client facing professional - Must have the personal motivation and ability to contribute to a dynamic and entrepreneurial team culture. - Superior ability to develop rapport with people, and to maintain relationships, combined with a positive and proactive personality. - Energetic and creative individual, possessing natural curiosity with the ability to learn quickly and adapt. - Outstanding oral, written and presentation skills. - Effective attention to detail, time management and task prioritisation, even when under pressure. - Ability and interest to work autonomously, and for a small fast-growing company. Someone can genuinely "make the role their own", so looking for highly motivated proactive individuals who make things happen, and want to play a large role in the company’s success. AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. ### Product Specialist, Manager (Pre Sales) URL: https://supporthuman.cx/jobs/product-specialist-manager-pre-sales/ Last updated: 2026-08-07T22:11:52.000Z ## [AlphaSense](https://www.alpha-sense.com/careers/?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role has the same weird (and ableist) culture signals as the other Manager role. Also, there's no salary transparency and the application asks for your target comp range, so into Tread Carefully it goes. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Product Specialist, Manager (Pre Sales)](https://boards.greenhouse.io/alphasense/jobs/7564073002?ref=supporthuman.cx) **Location: London, UK** **Reports to: Director of Customer Success** **About AlphaSense:** The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. Our platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with over 1,500 people across the globe and offices in the U.S., U.K., Finland, India, and Singapore. Come Join Us! **About The Team** The Customer Success team is composed of our Product Specialist group, a team of highly trained product experts as well as our Account Managers, who provide strategic guidance to our robust book of business, spanning from Fortune 1000 businesses to some of the largest financial institutions in the world.First and foremost, the Product Specialist team are value-added partners to our clients. We are extremely consultative in our approach and will do everything we can to solve client challenges through our product. We spend our waking hours obsessing over our customers and making sure they have the right data at their fingertips to make the best decisions possible. We are responsible for retaining our customers, maximising usage of the product and partnering with the sales team to uncover opportunities to grow our business. The Product Specialist role marries the technical knowledge of our solution with a deep understanding of either the Corporate or Financial Services verticals to ensure that users, across all of the segments and business units that we work with, are realising maximum value from the platform. The team is heavily relied upon to contribute to both growth and retention initiatives by helping maximise prospect and customer health. The team is segmented into two - pre and post sales. Our pre-sales team partners with Account Executives to help win user trials and bring in new revenue, while our post-sales team partners with Account Managers to retain existing clients and ensure they are effectively engaging with the platform and realising value. Additionally, because of the extensive exposure that Product Specialists have with clients, they are also in a prime position to partner with our Product Management and Content teams to help determine future product developments that will resonate with the market, as well as owning the customer feedback loop. The Product Specialist role can be both an excellent launching point and destination due to the several career opportunities it offers. **About The Role & What You’ll Do:** The Product Specialist Manager focused on Pre-sales will be responsible for managing a team of Product Specialists who are responsible for : - Being experts in the product as well as our persona-specific use cases - Building custom searches and completing specific customizations to users’ accounts - Demoing live on calls of all types with the aim of helping their AE partners convert trials - Building effective relationships with cross-functional Account Executive (AE) partners, as well as the Product and Content teams We are looking for a team oriented, data-driven leader who can have an impact on the continued growth of this team. As the Product Specialist team continues to grow and morph, we are adding additional roles and responsibilities. The duties of the Product Specialist Manager include: - Directly leading a team of Pre-sales Product Specialists who are responsible for supporting AEs in closing trials by providing white glove and value-add client service. - Driving Successful Customer Outcomes and expanding revenue by helping build deeper relationships with our clients, and influencing future lifetime value through higher product adoption. - Aggregating feedback and pivoting pilot programs to allow for optimal renewal rates, revenue growth, and uncovering the key support PS can offer to our revenue organisation. As part of this, taking initiatives is key to continuously improving our organisation & updating internal processes. - Coaching and mentoring members of your team on development, call coaching, implementing best practices, and establishing accountability across the team.This includes adapting your managerial style to each direct report to effectively support and challenge them. - Providing transparency and insight of your team’s performance to the leadership team, which includes tracking and reporting day-to-day metrics. - Recruiting top talent for your growing team while maintaining a high bar of excellence. - Building impactful relationships with cross-functional leaders (Sales, Account Management, Sales Enablement, Product, Marketing, etc.) to ensure alignment and drive successful growth outcomes. Diligently learn about our product and feed additional ideas to bridge the gap between feature roll-outs, the future roadmap, and user requests for platform updates. **Who You Are:** - You have a proven track record of successfully managing a team of at least 5 client-facing people (and being directly responsible for those individuals). - Passionate about learning and always seeking the next challenge. - A systems thinker—you have a proven track record of turning processes that lack structure into effective, scalable systems. - You measure our success by the success of our customers. As an effective leader, you will instil these values in your team to ensure our customers are receiving an excellent customer experience & white glove service. - You are obsessed with adding value to your team through coaching and feedback. - You demonstrate equanimity in all situations. - You are a warm but demanding manager to your direct reports. - You are ambitious, with impeccable integrity and curiosity. - You have significant experience working directly with users and clients to solve complex problems. - Servant leadership is innate - you see leading people as a privilege and are committed to others’ success. You lead by example everyday. - Strong 360 communicator; able to parse nuanced data and draw actionable conclusions. - You appreciate that feedback is a gift and you feel comfortable giving and receiving 360 feedback. **Candidate Requirements:** - 5+ years of work experience in sales or client success with a minimum of 2 years direct people management experience (where you managed a team of at least 5 client-facing people). - High aptitude and willingness to learn. Because of our diverse client base, most of the technical knowledge required to succeed will be learned on the job. - Ability to distil and explain complex issues in simple terms. - Experience operationalising the customer journey and creating effective and scalable processes. - An intelligent, articulate, consultative and confident client facing professional - Must have the personal motivation and ability to contribute to a dynamic and entrepreneurial team culture. - Superior ability to develop rapport with people, and to maintain relationships, combined with a positive and proactive personality. - Energetic and creative individual, possessing natural curiosity with the ability to learn quickly and adapt. - Outstanding oral, written and presentation skills. - Effective attention to detail, time management and task prioritisation, even when under pressure. - Ability and interest to work autonomously, and for a small fast-growing company. Someone can genuinely "make the role their own", so looking for highly motivated proactive individuals who make things happen, and want to play a large role in the company’s success. AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. ### Associate Customer Success Manager URL: https://supporthuman.cx/jobs/associate-customer-success-manager/ Last updated: 2026-08-07T22:11:53.000Z ## [GitHub](https://www.github.careers/careers-home?ref=supporthuman.cx) | $48,800-$128,480 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Boy, that's a wordy job description. And dense. Nothing in particular is jumping out at me, but I confess I did skim. Did I mention it's long? Also that salary is as wide as the JD is verbose. One might say comically so. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Associate Customer Success Manager](https://www.github.careers/careers-home/jobs/3297?lang=en-us&ref=supporthuman.cx) **About GitHub** As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code. **Locations** In this role you can work from Remote, United States **Overview** GitHub helps companies and organizations succeed by allowing them to build better software together. We're looking for Customer Success Managers (CSM) to align with internal teams on customers' business priorities. A GitHub CSM uses a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business Key Performance Indicators (KPI’s), success measures, and customer expectations. They work with the customers, Customer Success Architects, and other partners to support resolution of blockers and accelerate consumption and solution implementation. Provides feedback to GitHub on customer development needs. Engages with and/or leverages relevant partners to support business outcomes, as appropriate. Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success. Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline, engagements, and blockers by leveraging key tools, programs, and insights. Encourages customers and customer audiences to participate in relevant communities and programs. Leverages development opportunities to build their own Customer Success discipline expertise. **Responsibilities** Understanding the Customer - Aligns with internal teams on customers' business priorities. Seeks information about the customer through research (e.g., reads customer publications, speaks with peers and customers, utilizes internal tools) to learn about their business needs and strategy. Keeps up to date with customer business and business outcomes. Supports work with customer stakeholders and business decision makers to create and update stakeholder maps. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Driving Business Value Realization - Using a data-driven approach, adapts customer success plans and timelines to meet relevant customer business goals measured by business and adoption Key Performance Indicators (KPIs), success measures, and customer expectations, depending on the type of engagement. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting. Supports the realization of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers. - Works with the customers, Customer Success Architects, and partners to support resolution of blockers and accelerate consumption and solution implementation for selected scenarios. Creates plan for next best action. Supports customer change initiatives by applying foundational knowledge of change management principles. Drives awareness of the importance of change management in partnership with customers to drive consumption and adoption. Cross-Team Collaboration - Identifies and coordinates internal teams across functions to support business outcomes and enable execution of customer success. Engages with and/or leverages relevant partners to support business outcomes, as appropriate. Identifies appropriate Microsoft partners and jointly develops a plan based on a shared understanding of the customer. Recommends partnerships with high strategic value and cultivates their support. Operational and Execution Excellence - Manages operational excellence and customer health by ensuring consumption process compliance (e.g., customer relationship management), engagements, and blockers by leveraging key tools, programs, and insights. Establishes and maintains internal governance processes. Leverages standard tools to ensure engagement hygiene. Provides regular updates to account and regional stakeholders on customers' transformation initiatives. Customer Trust and Advocacy - Acts as the voice of the customer (VOC) and partner by driving awareness of existing feedback, blockers, escalations, insights, resources, etc., across communities and internal teams (e.g., Engineering) so they can be added and prioritized. Responds to feedback and supports positive change within GitHub. Advocates for customers by sharing stories, learnings, and best practices. Community Involvement - Encourages customers and customer audiences to participate in relevant communities and programs (e.g., user groups, success factories) to support customer success. Connects customers to relevant communities and programs. Actively participates in relevant internal communities (e.g., GitHub community team) and leverages community as a source of information. Supports work with customers to improve best practices and open source program offices (OSPOs) communities. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization. Technical Development - Leverages development opportunities (e.g., mentorships, role-based resources, trainings) and builds partnerships with technical teams (e.g., - Customer Success Architects, Fastrack, Engineering) to build Customer Success discipline expertise, including product and required technical skills. Other - Embody our culture and values **Qualifications** **Required Qualifications:** - 2+ years experience in customer success management, software adoption management, account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management - OR Bachelor's Degree in Business, Engineering, Technology or related field AND 1+ years experience in customer success management, software adoption management, technical account management, professional services consulting, service delivery management or customer facing program management, executive stakeholder management - OR equivalent experience - 1+ years experience in managing a large volume of accounts, account management, customer success management, software adoption management, or customer facing program management - 1+ years experience supporting a product or service within the software development life cycle, DevOps, DevSecOps, CI/CD, or other open source development tools **Preferred Qualifications:** - Experience using CRM, analytics, and case management solutions - Passion for continually improving the customer experience **Compensation Range** The base salary range for this job is USD $48,800.00 - USD $128,480.00 /Yr. In addition, this role also has the opportunity to earn sales incentives. On target earnings (OTE) is based on a 80/20 base salary/sales incentive. These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role. **GitHub values** - Customer-obsessed - Ship to learn - Growth mindset - Own the outcome - Better together - Diverse and inclusive **Manager fundamentals** - Model - Coach - Care **Leadership principles** - Create clarity - Generate energy - Deliver success **Who We Are** GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms. Join us, and let’s change the world, together. **EEO Statement** GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate! ### Enterprise Customer Success Manager URL: https://supporthuman.cx/jobs/enterprise-customer-success-manager-5/ Last updated: 2026-08-08T00:05:45.000Z Location: New York City ## [Finout](https://www.finout.io/about/?ref=supporthuman.cx) | $110,000 - $140,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Still as obnoxious as the other [two](https://supporthuman.cx/senior-technical-support-engineer-2/) [listings](https://supporthuman.cx/vice-president-of-customer-success/) on the job board. > A self-motivated team player with an ability to work in a fast-paced environment with minimal oversight. HAHA. So many Bad Job Bingo entries packed in a single sentence! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=jobs.supporthuman.cx) --- ### Original Job Description: [Enterprise Customer Success Manager](https://www.comeet.com/jobs/finout/07.006/enterprise-customer-success-manager/F3.841?ref=supporthuman.cx) At Finout, we've developed a powerful SaaS tool aimed at helping companies achieve a deeper understanding of their cloud service costs and manage them more effectively. We're proud to have global customers like the New York Times, Wiz, Choice Hotels, BigPanda, Mobileye, and plenty more. Our company is rapidly growing, all while maintaining a young and fun vibe! We are looking for an Enterprise Customer Success Manager who will be responsible for handling Customer Success activities in the US. This is a unique opportunity to join a quickly accelerating startup in a hot space and make an outsized impact to the trajectory of the company. We offer a competitive salary. The range will be between $110,000 - $140,000, annually. **Responsibilities** - Full ownership of the customer’s onboarding, enablement, and value-realization processes. - Managing the complete customer lifecycle with an emphasis on adoption, renewal, and growth. - Proactively identify risk factors and act as the voice of the customer internally. - Technical assistance and support collaboration for the entire US Enterprise segment. - Become a FinOps trusted advisor with customers with providing tailored recommendations. - Work closely with the product team, in order to help drive the direction of the product. **Requirements** - At least 2-4 years of experience as an Enterprise/Strategic Customer Success Manager. - Previous experience or familiarity in at least one of the following: FinOps, IT Governance, Cloud & containerization, database, or IT Tooling. - Strong Project Management and customer-relations skills. - Ability to provide enablement and customer support to US Enterprise customers. - University degree in computer science, engineering, mathematics or related fields, or equivalent experience preferred. - A self-motivated team player with an ability to work in a fast-paced environment with minimal oversight. **BENEFITS THAT WE OFFER :** Besides an amazing opportunity to learn and grow professionally alongside a team of real rockstars, Finout is excited to offer a variety of benefits for our employees in NYC, including: - Private Health Insurance (including Dental , vision and life insurance) - 401K Plan - Office Hybrid model - 3 days per week in office (midtown Manhattan) - Unlimited PTO! ### Customer Support Manager URL: https://supporthuman.cx/jobs/customer-support-manager-2/ Last updated: 2026-08-07T22:11:56.000Z ## [Vetcove](https://shop.vetcove.com/careers/?ref=supporthuman.cx) | No comp given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** Okay, so this is why I keep an archive of roles: back in January, Vetcove put up a listing for a [Head of Growth and Customer Experience](https://supporthuman.cx/head-of-growth-and-customer-experience/). Many of the duties are the same, with some notable updates. Take this duty in the Head G&CX listing: > Manage three customer support managers who each oversee a team of support associates and act as the direct manager for our retention specialist Now this one from the current listing: > Manage a team of offshore contract support associates, provide training, onboarding, and measure performance So I'm making some assumptions here, but nothing that's not confirmed by what we've seen in the Customer Support industry as a whole in the past couple of years. It sounds like they laid off what in-house managers and support team they had, including the Director (assuming they ever hired one), and then, of course, brought in the BPO team. I can give you my professional opinions about this trend (it's short-sighted, destructive to the company and its customers, and ultimately futile as a cost-saving mechanism), but I don't know anything about this company other than what's on their website. I can tell you that I think they're asking too much from a Manager-level role, and I think the evolution in their Support approach above is a bad signal for the function and the company's future. **Tread Carefully**. [Newsletter Issue](https://www.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Customer Support Manager](https://jobs.ashbyhq.com/Vetcove/754e0d46-7496-4dc5-8325-3f70a9fe9cf4?ref=supporthuman.cx) Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. We are seeking a Customer Support Manager to support the CX organization and our customers through the development and optimization of processes that ensure the best customer support and strategy as we scale. You will be leading a team of offshore contract support associates in onboarding, training, measuring objectives, and enhancing processes. Members of the CX team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, educational courses, community events, collaborative content, and more. This role plays a pivotal part in ensuring the team's success in providing both an incredible first impression during the onboarding process, and a delightful day-to-day experience for every user and partner moving forward. The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform. Experience in a relevant customer-facing role, and managing an offshore team are required. **What you'll do** - Act as the “Voice of CX", raising key needs during planning - Partner with Leadership to understand the business processes, pain points, and goals of the organization - Manage a team of offshore contract support associates, provide training, onboarding, and measure performance - Interview and help scale the contract support team - Maintain and promote company best practices and standards for support - Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools - Work with vendor and industry partners to streamline communication and alerts between systems - Help to continuously develop and expand processes in order to streamline CX workflows **You should have** - 3+ years of experience in customer experience - 1+ years of experience managing offshore teams - 1+ years of experience in a management role - Knowledge of intercom or similar ticketing systems - You have worked within multichannel support operations (chat, email, phone) - Excellent written and verbal communication skills - Patience and compassion when handling difficult situations - Ability to adapt quickly and manage many concurrent responsibilities - A strong desire to learn and help our customers succeed - A positive attitude and one-for-all team mentality and excellent collaboration skills - Tech/start-up work experience is a plus but not required **Benefits (Full Time Roles)** - 100% remote within the USA - Medical, Dental, and Vision Insurance - Automatic 401k contribution - Employee referral program - At home office set up - Bi-annual company retreats - Open vacation policy - Equity - Monthly team events Please note we are unable to sponsor work visas at this time. **Attention all job seekers!** We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know: 1. Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout! 2. Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls, exercise caution and verify their authenticity. Don’t let scammers catch you off guard! 3. It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself! 4. Remember that during the application process, we will ***never*** request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure! 5. If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep the job market safer for everyone. We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart! Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs. ### Vice President, Customer Support URL: https://supporthuman.cx/jobs/vice-president-customer-support/ Last updated: 2026-08-07T22:11:57.000Z ## [Billtrust](https://www.billtrust.com/careers/job-openings?ref=supporthuman.cx) | $200,000-$280,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** A ping-pong table made an appearance in a company recruitment video. Tsk tsk. The video is actually pretty cute overall, though. I appreciate that they say they hire "people with diverse backgrounds" rather than "diverse people," and I love the bloopers at the end (I'm a sucker for personality and people obviously having fun). I also think it was great and fairly savvy to note that they only used real employees in the video. For a larger company (over 750 employees, according to their Careers page), I'm pretty impressed that they've managed to balance the corporate speak with a clear company personality. Of course, it's no substitute for how they actually treat employees, but I appreciate the effort. The actual job description is significantly more corporate, sadly, which isn't a surprise for an executive role, just a little disappointing. > *You will maintain and grow established relationships with both customers and internal leadership alike and will apply your negotiating skills when working cross-organization (i.e. – IT, DEV, eOps, etc.) to facilitate solutions or meet urgent customer timelines.* Eehhhh, this feels like a flag to me. It tells me that Customer Support as a discipline isn't highly thought of in the company, and so you'll spend a lot of your time trying to get other functions in the company to take you seriously and apply their resources for the good of the customer. > *You will execute your strategic vision to identify opportunities for enhancing organizational alignment, process efficiency, customer self-service, and employee engagement, while maximizing the cost of support.* Sigh. I wouldn't mind this so much if it wasn't \*always\* Customer Support getting the directive to maximize costs. > Use skills of persuasion and negotiation to drive positive change for the organization with Sr. leadership \*nervous laughter\* > Work with internal support partners to ensure appropriate structure in place between organizations to maximize working relationship I'm not sure what this means, but it can't be good, right? > Maintain ownership of CS projects and initiatives associated with continuous improvement, cost reduction, monetization, and employee engagement Because nothing says positive employee engagement like cost reduction and monetization? > Strong senior leadership work ethic with confident decision-making under adversity WOOF. > Proven ability to lead, succession plan, and inspire a team of managerial direct reports Wooo they throw "succession plan" in the middle there so casually, don't they! Tell me there's lots of turnover without telling me there's lots of turnover. On the one hand, the company has obviously put a lot of effort into thoughtful recruitment and in employee benefits. On the other, there are some flags here that I'd ask about – Support's relationship with other teams, Support's relationship with senior leadership, and things like manager turnover (which is often an early warning sign for employee turnover). Good thing we have **Tread Carefully**! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Vice President, Customer Support](https://www.billtrust.com/careers/job-openings/careers-job-details-application?gh%5Fjid=6035506003&source=billtrust) **What you'll do:** The Vice President, Customer Support will have a significant impact on our overall customer experience and satisfaction levels through leading an organization responsible for day-to-day service delivery. You will rely upon proven senior leadership experience to oversee all facets of the Customer Support organization including talent acquisition, budgetary planning, operating structure, strategic vision, and employee development. You will utilize resident Billtrust working knowledge and internal partnerships to ensure customers are receiving a “world class” support experience. In doing so, you will be required to achieve several key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), employee productivity, quality, and response/resolution time. You will maintain and grow established relationships with both customers and internal leadership alike and will apply your negotiating skills when working cross-organization (i.e. – IT, DEV, eOps, etc.) to facilitate solutions or meet urgent customer timelines. Additionally, you will act as an executive customer escalation point, as needed, and will be the role model advocate for the voice of the customer. You will focus on continually evolving the overall support model and maintain a forward-thinking capacity plan, across support groups and sites, scaled for future growth. You will execute your strategic vision to identify opportunities for enhancing organizational alignment, process efficiency, customer self-service, and employee engagement, while maximizing the cost of support. You are responsible for working with internal leadership to ensure the level of support offering is consistently addressing the needs of our customers. You will work on continous identification of at-risk customers and subsequent execution of action plans. You will own and sponsor initiatives or cross-functional projects that drive the customer experience and will be accountable for senior leadership deliverable requests/proposals. - Provide oversight to overall Customer Support operation including talent acquisition, budgetary planning, operating structure, strategic vision, and employee development. - Create successful integration of support teams and a consistent delivery of service across Billtrust platforms - Successfully engage in all phases of CS leadership personnel management for hiring, coaching, training, development, and performance reviews - Ensure compliance with key performance indicators (KPI) and productivity reporting to ensure appropriate customer milestones achieved - Execute plans to improve process flow, efficiency, and service experience to internal stakeholders and external customers - Use skills of persuasion and negotiation to drive positive change for the organization with Sr. leadership - Work with internal support partners to ensure appropriate structure in place between organizations to maximize working relationship - Maintain a formal capacity planning strategy that is comprehensive and predictive across organization - Stay current with industry trends and technologies, continually seeking more effective or progressive means to accomplish goals - Maintain ownership of CS projects and initiatives associated with continuous improvement, cost reduction, monetization, and employee engagement - Represent Billtrust Customer Support at various conferences, summits, or on-site customer visits **What you'll bring to the team:** - Extended success leading a team(s), preferably from within Customer Support or Success background - 15+ years of relevant experience preferred - Experience in the SaaS (Software-as-a-Service) or related technology fields; experience in Fintech is a plus - Knowledgeable perspective on current trends in customer support; proven ability to grow established customer relationships and navigate difficult executive interactions/escalations - Strong senior leadership work ethic with confident decision-making under adversity - Well-versed in customer service reporting metric standards including customer satisfaction (CSAT) and Net Promoter Score (NPS) metrics - Experience working with or negotiating operating protocols and service level agreements (SLA) - Proven ability to lead, succession plan, and inspire a team of managerial direct reports - Remarkable interpersonal, verbal, and written communication skills - Ability to think critically and strategically execute ideas for continued improvement within the organization - Strong technical aptitude including demonstrated understanding of cloud technologies, project lifecycles, and data file layout - Understands the importance of creating an effortless service experience, its impact to customers, and how it differentiates Billtrust - Bachelor's Degree The expected base salary range for this position is $200,000.00 - $280,000 annually. Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process. **Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for!** **What You'll Get:** - **Work from Anywhere:** Your home, a coffee shop, a company paid WeWork.... you decide! - **A Culture that Lives its Values:** Our values are not just words or window dressing, they guide our decisions - big and small - each and every day. - **Flexible** **Working Hours: We support your lifestyle- the results are what count.** - **Open PTO:** Work-life balance is important. We believe in giving our employees time to truly relax and recharge. - **Sabbatical:** A paid leave to reward longevity and commitment to Billtrust. - **Paid Parental Leave:** To promote parent-child bonding and increase gender equity at home and in the workplace. - **Opportunities for Growth:** Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow. - **Recognition:** From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved. - **Benefits:** Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance. - **Minimal Bureaucracy:** An entrepreneurial environment of ownership and accountability allows you to get work done. **Who We Are:** Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote ### Sr. Manager, Learning & Quality, Ring Technical Customer Support URL: https://supporthuman.cx/jobs/sr-manager-learning-quality-ring-technical-customer-support/ Last updated: 2026-08-07T22:11:58.000Z ## [Amazon](https://www.amazon.jobs/en?ref=supporthuman.cx) | $121,100-$225,200 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Reading through the job description, the title seems misleading—this feels more like an AI content automation position than a Knowledge & Education one. For that reason, and because the whole thing feels phoned in at best (you'd think a company with Amazon's resources would be able to put together a reasonably informative JD), I'm throwing this in Tread Carefully. Anyway - pay is good, benefits seem good. You'd be working for Amazon. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Sr. Manager, Learning & Quality, Ring Technical Customer Support](https://www.amazon.jobs/en/jobs/2601909/sr-manager-learning-quality-ring-technical-customer-support?ref=supporthuman.cx) Amazon is seeking a Senior Manager, Learning & Quality to support the Ring Contact Center (CS) organization. This position will 1) Lead the creation and management of the strategic planning for global learning, knowledge assets and quality 2) Own the selection and orchestration of automation leveraging AI to optimize technology 3) Deliver effective design strategy to align organizational vision and core principles of adult learning, knowledge asset structure and quality assurance and 4) Manage of team of leaders to deliver high performance results. This position will lead a team and work across CS and the broader Ring organization, the successful candidate will work closely with Ring operations leaders, third-party partner teams, leadership teams across the Americas, EMEA and Rest of World (ROW), in addition, working closely with the Finance and Technology teams. An extensive background in contact center automation is a must for this new leader to ramp quickly and support the CS Sr Leadership as we continue to automate and leverage AI. **Key job responsibilities** - Develop and deliver strategic vision for learning, quality and knowledge assets - Select, deploy and optimize automation leveraging AI to improve training modalities, knowledge resources and quality assurance - Conduct experimentation and adoption of AI implementing new modalities/medias to improve learning for both operational process improvement, as well as technical product support for team members at scale - Work cross functionally with Ring stakeholders managing multiple learning, quality and content projects effectively **A day in the life** Ring is a fast-paced organization with a variety of innovative products and features. This leader’s day will vary depending upon the time of year, pace of strategy, and the development of the support team. Every day will definitely be a new day to innovate, learn, and develop, both professionally and as a team. **BASIC QUALIFICATIONS** - 7+ years of working cross functionally with tech and non-tech teams experience - 5+ years of team management experience - 5+ years of cross functional project delivery experience - 5+ years of program or project management experience - Experience defining program requirements and using data and metrics to determine improvements **PREFERRED QUALIFICATIONS** - Experience managing, analyzing and communicating results to senior leadership - Bachelor's degree - Master’s Degree in a related discipline preferred - 10+ years of work experience in the areas of contact center management, organizational development, automation, training design, knowledge assets and quality - Strong strategy and design skills, including evaluation methodologies; experience with global design - Program management skills, including managing details, and keeping multiple tasks/projects on track - Experience working in a customer contact center environment - International assignment; experience working diverse geographies - Cross functional experience in an area outside of training and development - Familiarity with business, financial and process improvement tools, concepts, and methodologies Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. ### Not Your Techbro's AI LinkedIn Post URL: https://supporthuman.cx/p/not-techbros-ai-linkedin-post/ Last updated: 2024-08-12T03:37:17.000Z A little while ago I experienced something that seemed to so closely mirror what it’s like on this hellsite \[LinkedIn, affectionate, sometimes\] that I had to share. As many of you know, I have a love-hate relationship with [LinkedIn](https://www.linkedin.com/in/smlundberg?ref=supporthuman.cx). I have a profile and keep it updated so that I can follow you wonderful and nerdy souls and so potential employers and clients can get an easy overview of my professional background. But as a femme-presenting person in Tech, boy is the day-to-day experience of being on here a challenge. Like many of us, I’m looking for work, and I’m choosing to frame this positively, as embarking on a new phase in my career. I need new headshots, but again like many of us, I’m on a budget. I decided to try a few of the AI headshot services some friends recommended: Try It On AI and [Secta AI](https://secta.ai/ref/2x7e3w?ref=supporthuman.cx) (the latter is a referral link - I get nothing for it but you’ll get extra headshots if you decide to try it). With the former I received 100 headshots to choose from, and from the latter over 400. What I got was surprising in a few ways. First, I got some extra arms! ![](https://www.supporthuman.cx/content/images/2023/08/stephmlundberg-40gmail.com-2F122430-2Foutput-2Fcddef456-7cac-4f32-a317-933cd0fa2325.png) Disappearing hands! ![](https://www.supporthuman.cx/content/images/2023/08/stephmlundberg-40gmail.com-2F122430-2Foutput-2Ff8d3a388-a939-42c4-a01e-6ea06103bf47.png) Earrings and scarves and various accessories appearing as if from nowhere! ![](https://www.supporthuman.cx/content/images/2023/08/secta.ai_104-1.jpg) Oh god, the teeth in shots of me smiling - the teeth that a friend described as looking like I’d borrowed them from someone else. It was (and is) fabulous entertainment. If nothing else, the $17 and $25 respectively were worth it just for the hilarity that ensued. ![](https://www.supporthuman.cx/content/images/2023/08/secta.ai_121.jpg) Secondly, I got myself. That was a surprise. What I see in a fair number of these headshots *is* undeniably me, even if it’s my face on someone else’s body, making poses I’ve never made, in clothes I’ve never worn, wearing makeup I’ve never touched, surrounded by places and settings I’ve never stepped foot in. ![](https://www.supporthuman.cx/content/images/2023/08/-Lundberg-Headshot.jpg) As someone who hates looking at pictures of themself, being confronted with so many different variations of my face wasn’t nearly as bad as I thought it would be. ![](https://www.supporthuman.cx/content/images/2023/08/secta.ai_072.jpg) In fact, seeing how AI enhanced and exaggerated certain features in different ways, I’ve strangely begun to appreciate features I’ve long dismissed as just okay - my dark eyes, my rounded cheeks, my dimples, my big, crooked nose. Altogether, they make a fine enough face, and it’s a surprise at 37 to finally be able to acknowledge that. Except when it *wasn’t* me, but only by little, hard-to-pinpoint differences. That was an unpleasant feeling, being trapped in my own personal uncanny valley, not exactly sure how I got there or what to do to get out. ![](https://www.supporthuman.cx/content/images/2023/08/secta.ai_078.jpg) But it was the final surprise in which I found the most interesting and unsettling parallel to the LinkedIn experience: the longer I spent moving through the headshots, picking my favorites, the more I forgot what I looked like. With every passing photo, what I looked like got a little fuzzier, a little more aspirational, a little more what maybe I *could*, *should, would* look like if I worked a little harder, hustled a little more. ![](https://www.supporthuman.cx/content/images/2023/08/secta.ai_046.jpg) Sound familiar? It does to me. Scrolling through the feed on LinkedIn is like scrolling through hundreds of AI-generated images of yourself – you know most of what you see isn’t *really* real, but it’s so convincing that the longer you do it, the fuzzier things get. Most people here are understandably trying to reach for the next opportunity, hustling hard, sometimes transparently (and/or desperately) attempting thought leadership.[1](#note-1) But the longer you scroll, the easier it is to forget what’s real and what’s aspirational. It’s not that aspiration is bad, per se, it’s that prolonged exposure to nothing but artifice does a hell of a number on your sense of self. You lose sight of the things that make you *you*, the flawed, unique person who’s skilled in real, concrete work that has very little to do with convincing people you’ll never meet of an ideal that has never and will never exist. You could argue that this is true on any social media platform, and I wouldn’t disagree, but doesn’t it hit harder on a platform built literally for competing with others in the pursuit of a decent livelihood? Starting today, I’m conducting– let’s call it performance art (pun intended). Every day I’ll be changing my LinkedIn profile pic to one of the ones generated for me by AI. I’m not screening out the goofs and what goes up may look like me, or a version of me, or maybe someone the AI thought was a more ideal me. The only way you’ll know whether you’re looking at the real me is to, well, look at the real me - through a video call or maybe even a face-to-face meet up. If you’re a future employer or client, I hope you’ll see this performance as an expression of my values: what’s on LinkedIn is just a snapshot of who any of us are; real, meaningful, human connections are what matter, always. ***file under:*** [LinkedIn](https://www.supporthuman.cx/tag/linkedin/?ref=supporthuman.cx), [AI](https://www.supporthuman.cx/tag/ai?ref=supporthuman.cx), [I am a serious professional](https://www.supporthuman.cx/tag/i-am-a-serious-professional?ref=supporthuman.cx) 1. Whenever I read or hear the term ‘thought leadership’ I think of a handsome pied piper in his little polo shirt, leading little professionally-dressed ideas to their doom. ### Bad Job Bingo: Beware the Funhouse URL: https://supporthuman.cx/p/bad-job-bingo-beware-the-funhouse/ Last updated: 2024-08-12T03:22:57.000Z **Title:** [Outbound Customer Service Representative](https://jobs.lever.co/supportninja/3676470a-6f21-42fb-8a1a-bcddf171c5f1?ref=supporthuman.cx) **Company:** SupportNinja **Salary:** $16/hr **Bad Job Bingo Rating:** Beware the Funhouse This was a submission from Meghan G who noted the “huge misalignment on the title since this is literally a sales role,” and woo were they right, let us count the ways. First, I want to be fair to SupportNinja. It’s a BPO agency,[1](#note-1) which means they probably didn’t write this job description, or they wrote it with specific directions from their client. However - if it’s on their website it’s still SupportNinja’s responsibility. I would hope that every company they contract with doesn’t intentionally misrepresent the true nature of a role they’re trying to fill, but unfortunately that’s what’s happening here. ![](https://www.supporthuman.cx/content/images/2023/08/the-office-pam-i-m-gonna-frame-it.gif) Why do I think it’s intentional misrepresentation? It’s all down to the framing the company is using to sell the role to job-seekers. Understanding framing in job descriptions means asking ourselves a few questions: 1. How is this company presenting this job to me? 2. What facts or information about the role is the company choosing to include and what are they choosing to leave out? 3. Is the company using any terminology, stereotypes, common phrases, or cultural references that they know will guide how I understand this role?[2](#note-2) To be clear, every company uses some kind of framing when they’re preparing a job listing. Hell, every *person* does, just in regular conversation. Framing in and of itself isn’t bad, it’s just a tool we use when we want to tell a story or make an argument for something. Being able to identify how job descriptions are framed basically gives us x-ray vision: what’s the company hoping I don’t see? What’s the prize behind curtain number 3 and is it just goats?[3](#note-3) ![](https://www.supporthuman.cx/content/images/2023/08/how-do-you-do--fellow-kids--smaller-.png) So let’s look at the creative framing employed in this job description. Although “Outbound” is in the job title, they don’t use that word again anywhere in the job description–not in the introduction, not in the duties list, and not in the required qualifications. What’s more, they clearly categorize the role under Customer Support in the header details: ![](https://www.supporthuman.cx/content/images/2023/08/SupportNinja-Outbound-CSR-Listing.png) Actually, to call it creative framing is a little too generous an interpretation, as it’s pretty obviously intended to be deceptive. > *By joining our team as a *Customer Service Representative*, you’ll have the opportunity to provide world-class service to our customers through various channels* For starters, notice how they leave out the “Outbound” bit from the job’s title (Outbound Customer Service Representative)? I might be willing to consider that this was an oversight, except they do it again in the same sentence: > *you’ll have the opportunity to provide world-class *service* to our customers through various channels* They don’t say, *you'll have the opportunity to provide world-class service via *texting, calling and emailing* our customers* or *you’ll have the opportunity to provide world-class *products and services* to our customers through various channels* because either of those statements, along with the Outbound portion of the job title, would plainly indicate that this is not in fact a customer service role but a sales one. Then there’s the duties list: > *\- Completing and following up on call tasks via HubSpot.* > *\- Communicating client's programming and membership model.* > *\- Fielding any questions and inquiries from prospective clients.* > *\- Entering clear and concise call notes on all interactions.* > *\- Forwarding any center specific questions to the corresponding team.* > *\- Reviewing center training schedules to identify the correct times and team members to book potential clients with.* > *\- Scheduling customers via text, email, and phone calls.* > *\- Scheduling customer appointments in the proper location’s booking platform* > *\- Calling former customers to invite them back* > *\- Performs other duties as assigned* Again, notice the language they’re using (and not using). Only two bullets suggest that these are unsolicited sales contacts: the first, which is vague enough that you could reasonably miss it, and the last, which seems straightforward but, as the only bullet that outright mentions calling former customers, comes across as a minor task separate from the others.[4](#note-4) The rest of the duties are framed in a way that a support agent would find familiar: explain the product, field questions, help customers use the product. The problem is that these tasks are devoid of deeper context, at least until you get to the Required Qualifications section. Then things start to get weird: > *\- Minimum 2 years of phone sales experience.* > *\- Experience managing a lead database.* > *\- Experience selling a service based product.* Wait, I can hear you saying, why would this *customer support* role need sales experience? Or need experience managing a leads database? Why is it suddenly selling a service-based product? All good questions! The answer is that this isn’t actually a Support role at all, but rather a poorly but intentionally disguised sales role. I know it’s intentional in part because they have numerous opportunities to clarify not just the actual duties of the role, but the job title itself. Instead, they repeat the (incorrect) job title Customer Service Representative four times, and the last time it’s immediately followed by “minimum 2 years of phone sales experience.”[5](#note-5) ![](https://www.supporthuman.cx/content/images/2023/08/princess-bride-you-keep-using-that-word.gif) They keep reiterating the *customer service* phrase because it comes with certain connotations: customer service is usually sought-after and welcome! You’re providing value to the customer! You’re solving their problems! All associations that sales roles tend to very pointedly lack. I also have the industry experience to know when something walks like a duck and quacks like a duck, and this one definitely [screams goat](https://www.youtube.com/watch?v=Ar-IEE%5FDIEo&ref=supporthuman.cx) to me. Even so, intentionally framing a sales role as if it’s a customer support role inevitably sows confusion and self-doubt. I read the job description multiple times in case I was missing something, and I think this would be an even more confusing experience for greener candidates – and that feels like a feature, not a bug. Obviously I can’t say why they’re listing this job as a customer support role instead of the sales role it clearly is, but I can speculate. Sales is a service SupportNinja offers, as they have a few Inbound Sales roles listed on their Careers page, but I suspect it’s the *outbound* aspect that’s the issue. This role feels a lot like telemarketing, which as far as I can tell is not one of the services they offer. I doubly suspect they’d have a hard time recruiting for a telemarketing role from their existing or potential talent pool, which may be why the role is being presented this way. ![](https://www.supporthuman.cx/content/images/2023/08/oxi-clean-but-wait-theres-more.gif) As you might suspect, there’s a few other things in and around this job description that are red flags to me: 1. SupportNinja refers to its own agents as [workforce workhorses](https://www.supportninja.com/solutions/professional-services?ref=supporthuman.cx), which: yikes.[6](#note-6) 2. "[We treat our Ninjas like family.](https://www.supportninja.com/solutions/customer-success?ref=supporthuman.cx)"[7](#note-7) 3. [“You’ll have the opportunity to provide world-class service…while also working in our fun-forward culture” ](https://www.supporthuman.cx/bad-job-bingo-beware-the-funhouse-or-adventures-in-deceptive-framing/?ref=supporthuman.cx)[because nothing says healthy working culture like forcing people to be relentlessly ](https://aspe.hhs.gov/sites/default/files/documents/1c92a9207f3ed5915ca020d58fe77696/detailed-guidelines-2023.pdf?ref=supporthuman.cx)[*fun-forward*](https://aspe.hhs.gov/sites/default/files/documents/1c92a9207f3ed5915ca020d58fe77696/detailed-guidelines-2023.pdf?ref=supporthuman.cx)[ while working for poverty wages.](https://aspe.hhs.gov/sites/default/files/documents/1c92a9207f3ed5915ca020d58fe77696/detailed-guidelines-2023.pdf?ref=supporthuman.cx) ![](https://www.supporthuman.cx/content/images/2023/08/SupportNinja-Bingo-Card.png) ***file under:*** [bad job bingo](https://www.supporthuman.cx/tag/bad-job-bingo/?ref=supporthuman.cx), [bpos](https://www.supporthuman.cx/tag/bpos/?ref=supporthuman.cx), [because what was really missing from supportlandia was extensive job description framing analyses](https://www.supporthuman.cx/tag/because-what-was-really-missing-from-supportlandia-was-extensive-job-description-framing-analyses/?ref=supporthuman.cx), [shamelessly abusing goats as rhetorical devices](https://www.supporthuman.cx/tag/shamelessly-abusing-goats-as-rhetorical-devices/?ref=supporthuman.cx), [I am a serious professional](https://www.supporthuman.cx/tag/i-am-a-serious-professional?ref=supporthuman.cx) 1. BPO stands for business process outsourcing, which means they’re an agency that sources and employs talent internationally on a per-contract basis and then subcontracts them out to other companies. In Support, we often call these folks vendor, contracted, or outsourced agents; it all refers to essentially the same thing. 2. You can adapt these questions to any story or argument for which you’re trying to identify the framing, just sub out the author and the target. For example: How is this journalist presenting this news story to me? 3. Not that goats are bad, mind you. They can be pretty rad, unless you live in an apartment or you were hoping for a car. That’s the thing – it’s better to pick your prizes. You gotta want the goats. 4. “Performs other duties as assigned” doesn’t count, though boy is it doing some heavy lifting. 5. My friends: this is the kind of role you take for a little while because you really need a job or you need time in the field. This is not a job you switch to once you have a couple years of experience, it is a job you switch from as soon as someone else will hire you. 6. Looking elsewhere on their site, it’s possible they were trying for alliteration, but surely they could have picked something that didn’t reduce their staff to mindless beasts of burden? I mean, workforce wonders is *right there*. 7. BINGO. **Found a job that might win at Bad Job Bingo?** [**Submit it here**](https://www.supporthuman.cx/submit-a-job/?ref=supporthuman.cx)**.** ### We Need to Talk About the Elephant URL: https://supporthuman.cx/p/we-need-to-talk-about-the-elephant/ Last updated: 2026-10-02T19:02:55.000Z ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/bmw-we-have-to-talk-about-it-1.gif) I just wanted to start today's *Roundup* with a HUGE thank you to the 4 subscribers who are supporting this work with a paid subscription. I don't want to make it weird by naming you, but I do see your contributions and I'm really grateful for them. Thanks. <3 ### News from Around Supportlandia (and Beyond) ### We Need to Talk About the Elephant[1](#note-1) I had originally planned for a wide range of irreverent and snarky news to open this edition of the *Roundup*, but events in the wider CX community changed my plans for the main story. So instead we’re talking about one topic that’s much less fun and much more awkward. Because we need to talk about the elephant. And I don't mean the elephant in the room – I mean the elephant at the door, *guarding* the room. Let’s say advancing through your career is like walking through a series of connected rooms. And let’s say you’re about to walk into your first room, for your first job, but there’s a baby elephant at the door. That’s strange, you think, but it’s okay! It’s a chill elephant and you, like most people, can get around it. You pat the elephant on its cute little head and walk confidently into the room. Sometime later, it’s time to go into the next room. You’ve been working hard, leveling up in your job, and you’re ready for a promotion. And even though you know the elephant at this new door is a lot bigger, it’s fine! You had a great boss who taught you a lot, and you’ve attended some high-quality elephant-wrangling conferences. You have some solid talking points; a few people you met at the conference even promised to put in a good word for you with the elephant! But when you get to the new door, there’s a bunch of people there. A very small few seem able to go right in, fist-bumping the elephant’s trunk like they’re old pals. The rest are kind of milling around, trying to persuade the elephant to let them in, asking each other, "Hey, isn't it weird that there's an elephant here? How do I get around it?" So there you are, a newly-trained elephant wrangler, and you have two choices: grab onto as many people as you can and take them with you past the elephant and into the room, or ignore them and go in alone, hoping they figure it out for themselves. Oh but actually, there’s a *third* choice, and it seems that a few of the CX folks inside that last room are picking it. They’ve decided to try to teach the elephant a new trick: keep everyone else outside. We say the room's full, so it's full. On Thursday, Scott Tran, the founder and manager of [Support Driven](https://www.supportdriven.com/?ref=supporthuman.cx) (a major Slack community for CX professionals, of which I am a member), announced that Support Driven was making changes to its annual Leadership Summit based on feedback from community members in senior leadership positions. [The Leadership Summit](https://www.supportdriven.com/leadership-summit-oakland?ref=supporthuman.cx) is billed as an event “where Heads of Support and Senior Support Leaders level up, together.” Since last year, attendance at the Summit has been limited to senior leaders who apply and are accepted to the conference (at the request of – you guessed it – community members in senior leadership positions). This year, however, attendance at the Leadership Summit would be limited to 50 leaders total, with tickets available only to those who are already members of Support Driven’s invite-only Senior Leadership group. Of course, this announcement prompted some questions: - There’s an invite-only senior leadership group? How does one get an invitation to this group?[2](#note-2) - How is a “senior leader” defined? - What is the purpose of a conference if it has such a limited audience? - Who does a conference like this really serve? To his credit, Scott answered our questions to the best of his ability, heard our concerns, and by Friday afternoon had announced that Support Driven was reconsidering the changes in attendance limits. First, what’s good: this is how things are supposed to work in a healthy community. Someone proposes a change, and the community gives feedback on that change. If the community as a whole doesn’t like it, it doesn’t happen. The system worked. However, and this is a big *however*: I’m really disappointed that there are folks in our CX community who looked around the room they managed to get into despite the elephant, saw an already small group of people who were mostly just like them, and thought, “Nah, this isn’t exclusive *enough*.” How do I know that room was already pretty small and homogenous? [There’s data](https://www.mckinsey.com/featured-insights/diversity-and-inclusion/women-in-the-workplace?ref=supporthuman.cx)! ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/mckinsey-women-in-the-workplace.png) The percentage of women occupying leadership positions shrinks the higher they go: from holding 48% of entry-level roles to 28% in the C-suite. Men of color occupy 18% of entry-level roles, but only 15% by the time they reach the C-suite level. And the figures aren’t particularly great for women of color at any level: women of color hold 18% of entry-level roles to just 6% in the C-suite. And if you think it’s just because there’s no interest or women are just not working hard enough, it’s not: > *For the ninth consecutive year, women face their biggest hurdle at the first critical step up to manager. This year \[2023\], for every 100 men promoted from entry level to manager, 87 women were promoted (Exhibit 2). And this gap is trending the wrong way for women of color: this year, 73 women of color were promoted to manager for every 100 men, down from 82 women of color last year. As a result of this “broken rung,” women fall behind and can’t catch up.* ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/mckinsey-women-in-the-workplace-exhibit-2.png) And do you know what’s among the top recommendations for fixing the [broken rung](https://leanin.org/women-in-the-workplace/2019/glass-ceiling-and-the-broken-rung?ref=supporthuman.cx)? Investing in the careers of men and women of color and women of all racial and ethnic backgrounds. > [*Leading companies*](https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/repairing-the-broken-rung-on-the-career-ladder-for-women-in-technical-roles?ref=supporthuman.cx) *can expand formal skills development beyond technical training, offering resources such as sessions on how to prioritize career development and how to be effective in promotion interviews; matching programs that pair women with sponsors (who can offer seniority, power, and influence to help those they are sponsoring meet their goals); networking groups; and a formalized professional-development process.* Now, granted, a lot of this investment needs to come from employers – particularly in regards to [sponsorship](https://www.lri.com/resources/useletter/whos-leadership-sponsor/?ref=supporthuman.cx), which I highly recommend digging into more if you’re making your way through corporate America. But the unfortunate reality shown by all this data is that employers *aren’t* investing in our careers. A lot of us have to do it ourselves, a little at a time, however we can. Participating in professional communities is one way we do that, but there’s often no substitute for the learning that takes place when a bunch of smart people gather with the intention of sharing knowledge. Nor is there a more effective networking strategy than talking with someone in person so they can put a name to our potential, particularly if that someone is a leader in our field, particularly in a field with as few senior leaders as we have in CX. Look, I know it’s easy to vilify a nebulous, faceless group, and it’s not my intention to do that. Support Driven is one of the most open, welcoming, and diverse communities of which I’ve been privileged to be a part. That it sponsors a leadership conference, one of the few *CX-specific* leadership conferences to exist, is extraordinary. But the fact remains that there are enough senior CX leaders in the community who want even more restrictive attendance to warrant those changes being considered, so I gotta ask those folks: Why, as someone who’s made it into the room as a senior leader, is your instinct to have the elephant guard the door behind you? **Maybe your answer is that you just didn’t think asking for a smaller, more exclusive event *was* guarding the door behind you.** In that case – and I truly mean this in the gentlest way possible – don’t you think that’s an indictment in and of itself? If you’re leading people and you’re not thinking about how facetime with industry leadership, how access to their knowledge and experience can help or hinder your CX employees’ careers, then that’s a problem, my friend. **Or maybe your answer is that you just want a space to talk to people with the same responsibilities and challenges as you.** To which I have to say: those spaces exist already. In Support Driven (in the senior leadership group, given it’s invite-only), in other professional communities, and in your companies. So again, I have to wonder why you feel the need to replicate those insular spaces in what’s supposed to be a welcoming gathering place for CX professionals.[3](#note-3) **Lastly, maybe your answer is that you think a more intimate space means leaders can be more candid.** Okay, but what do you want to say to a group of senior leaders that you couldn’t say to a frontline team or junior managers? Also, going out for coffee is a thing you can do. Or hosting a Google Meet, whatever’s more your speed. There’s no reason to further restrict an already restricted event just so you can have those conversations – there are other ways to facilitate that without limiting the opportunities of others. I mean, believe me, I get it. You didn’t put the elephant at the door, and maybe you can’t move it, but in a community, we all do what we can. If you’re a leader, then *be* a leader. Take the people you can past the elephant and into the room with you. And if you don’t want to do that, well. Maybe find a different room to be in.[4](#note-4) ### And Now for Some Good News ![](https://www.supporthuman.cx/content/images/2024/01/laughs-uncomfortably.gif) Uh, now for the lighter news. These folks got hired or promoted! They're awesome, and so are you. Hang in there. - [Martin Eischeid](https://www.linkedin.com/in/martineischeid/?ref=supporthuman.cx) is joining [Sonar](https://sonarsource.com/?ref=supporthuman.cx) as a Renewals Specialist. - [Valerie Figueroa](https://www.linkedin.com/in/valfig/?ref=supporthuman.cx) is joining the State of California in an IT role. - [Mike Larson](https://www.linkedin.com/in/mikexlarson/?ref=supporthuman.cx) joined [Scribe](https://scribehow.com/?ref=supporthuman.cx) as an Enterprise Customer Success Manager. - [Anuja Nimbalkar](https://www.linkedin.com/in/anujanimbalkar/?ref=supporthuman.cx) joined [PeopleGrove](https://www.peoplegrove.com/?ref=supporthuman.cx) as a Product Support Specialist. - [Janina Davies](https://www.linkedin.com/in/janina-d-4a639320/?ref=supporthuman.cx) joined [Swoogo](https://swoogo.events/?ref=supporthuman.cx) as a Product Support Specialist. - [Joey Kudish](https://www.linkedin.com/in/jkudish/?ref=supporthuman.cx) joined [Pantheon Platform](https://pantheon.io/?ref=supporthuman.cx) as a Senior Solutions Architect. - [Drew Woods](https://www.linkedin.com/in/drewwwww/?ref=supporthuman.cx) joined [Null Games](https://null.com/?ref=supporthuman.cx) as Head of Content. - [Sarah Betts](https://www.linkedin.com/in/sarah-betts-dunn/?ref=supporthuman.cx) was promoted to Director, Customer Support at [Alyce](https://www.alyce.com/?ref=supporthuman.cx). Obviously these are just the people who were okay with me celebrating them publicly, but I've seen more! And if this is also you, let me know. I'd love to celebrate you, too. ### Put Me in, Coach [Jordan Sale](https://www.linkedin.com/in/jordansale/?ref=supporthuman.cx) of [Rora](https://www.teamrora.com/?ref=supporthuman.cx) is [offering 4 months of free career advancement coaching](https://www.linkedin.com/feed/update/urn:li:activity:7153820087823552513/?ref=supporthuman.cx) to individuals who are: - earning less than $100,000 a year, - in the their first full-time / contractor / internship role in tech, and - (ideally) making a pivot from another field like retail, manufacturing, etc. Send Jordan a DM if you (or someone you know) fits the qualifications above. The deadline to reach out for their first cohort is Tuesday, January 23rd. ### Frameworks for Success [Neal Travis](https://www.linkedin.com/search/results/all/?fetchDeterministicClustersOnly=true&heroEntityKey=urn%3Ali%3Afsd%5Fprofile%3AACoAABi9TkQB5EIP93%5FRzOq%5FLidDL2y4Wdvx7t4&keywords=neal+travis+%F0%9F%8C%B1&origin=RICH%5FQUERY%5FSUGGESTION&position=0&searchId=23f34617-5608-4d8e-a386-29a9145d9b43&sid=Jog&spellCorrectionEnabled=false&ref=supporthuman.cx) (of [Growth Support](https://www.growthsupport.io/home?ref=supporthuman.cx)) announced on Tuesday that he's working to develop a Support Competency Framework for Professional Development: > Because why can’t Support be a home for your career that you can progress in, right? This will go a long way in making a competency framework that will help modern support professionals have a clear path for growth! Toward that end, he's asking for support professionals to complete a [Support Competency Survey](https://aihr-academy.typeform.com/to/s2cjLKXC?ref=supporthuman.cx). It asks open-ended questions and takes long-form answers, so I recommend setting aside 10-15 minutes to complete it. The questions are thoughtful and on-point, and it's for something that would benefit all of us, so I hope you'll participate! ### Read, Watch, and Listen ### Read [Anne Marie Trass](https://www.linkedin.com/in/anne-marie-hofmann/?ref=supporthuman.cx) wrote about [how to create great support documentation](https://tettra.com/article/support-documentation/?ref=supporthuman.cx) for customers and support teams for Tettra. [Chrissy Chavez](https://www.linkedin.com/in/chrissychavez/?ref=supporthuman.cx) wrote about [AI and the Gravity of Mediocrity](https://www.helpscout.com/blog/ai-and-the-gravity-of-mediocrity/?ref=supporthuman.cx) for Help Scout. [Marybeth Alexander](https://www.linkedin.com/in/marybethalexander/?ref=supporthuman.cx) wrote about how and why her company KnowledgeOwl [runs a 25-hour work week](https://blog.peoplefirstjobs.com/running-a-company-on-a-25-hour-workweek/?ref=supporthuman.cx). [Ben McCormack](https://www.linkedin.com/in/ben-mccormack-07b44ba/?ref=supporthuman.cx) wrote about [the value of composing a written update](https://www.linkedin.com/in/harishmaiya/?ref=supporthuman.cx), even when productivity tools are already tracking your work. [Harish Maiya](https://www.linkedin.com/in/harishmaiya/?ref=supporthuman.cx) put together a complete list of [AI tools for customer support](http:// landscape of AI tools for Customer Support). This is a tiny bit outside CX, but a former co-worker of mine [Elizabeth Lin](https://www.linkedin.com/in/elizabethylin/?ref=supporthuman.cx) created a neat and free [Job Tracker template](https://www.templatesbyliz.com/job-tracker?ref=supporthuman.cx) for Notion, which I thought might be of interest to those of us who are job-hunting. I [challenged ChatGPT](https://www.swifteq.com/post/chatgpt-customer-support-scenarios?ref=supporthuman.cx) to answer 7 common customer service scenarios and wrote about [measuring your support team's capacity](https://www.swifteq.com/post/customer-support-capacity-forecast?ref=supporthuman.cx) for SwiftEQ. I also wrote a complete guide to [understanding and managing your customer lifecycle](https://www.helpscout.com/blog/customer-lifecycle/?ref=supporthuman.cx) for Help Scout. Lastly, filed under *we laugh so we don't cry*: [Now Hiring: Not You](https://www.newyorker.com/humor/daily-shouts/now-hiring-not-you?ref=supporthuman.cx). ### Watch The [Teambuilding Cultures podcast](https://www.youtube.com/@strategichrconsultants129?ref=supporthuman.cx) talked to [Rob Dwyer](https://www.youtube.com/@strategichrconsultants129?ref=supporthuman.cx) about the importance of organizational [culture in the contact center](https://youtu.be/lDgbxxdVpsk?si=GAIgXx6VXoKNNMsX&ref=supporthuman.cx) and how it drives the customer experience. Caffeinated CX talked to [Jeremy Watkin](https://www.linkedin.com/in/jtwatkin/?ref=supporthuman.cx) about [support's journey at NumberBarn](https://youtu.be/On2SXZrQaW0?si=5FN8dRGiD0bn5pQp&ref=supporthuman.cx). The wonderful [Hosam Hassan](https://www.linkedin.com/in/hosamhassan/?ref=supporthuman.cx) is offering a free YouTube course on [how to start freelancing remotely](https://www.youtube.com/watch?v=KK9mpatNALI&list=PLR4VppZXPGu6hXjOAYTQWeZsUuoDXP8hv&ref=supporthuman.cx). ### Listen The [Customer Support Leaders](https://customersupportleaders.com/category/cspodcast/?ref=supporthuman.cx) podcast talked to [Andrew Rios](https://www.linkedin.com/in/riosa/?ref=supporthuman.cx) to [learn about the "Support Report" and how you can build one](https://customersupportleaders.com/2024/01/19/252/?ref=supporthuman.cx). [Leaders Unscripted](https://www.constellaryhq.com/leaders-unscripted?ref=supporthuman.cx) talked to [María de Antón](https://www.linkedin.com/in/mariadeanton/?ref=supporthuman.cx) about moving from [a customer success role to a VP of Product.](https://www.constellaryhq.com/leader-interviews/maria-de-anton-from-customer-success-leader-to-vp-of-product?ref=supporthuman.cx) ### Get Hired I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* Sadly, none this week. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Pricing Actuary](https://jobs.ashbyhq.com/Hyperexponential/05c8bd0c-75c3-46fb-acd2-78cff2ffd9f9?ref=supporthuman.cx) hyperexponential · "Competitive," not given · Hybrid-London This job was so close to making it in Green Means Go! Unfortunately, they listed "competitive" comp without actually giving a number, so it missed out. Sad. #### [Enterprise Customer Success Manager](https://jobs.ashbyhq.com/Hyperexponential/c9f59053-db6a-4385-a439-c9b840781dad?ref=supporthuman.cx) hyperexponential · "Competitive," not given · Hybrid-London Overall, I like this company's approach to job descriptions. Of the few I've read, all were carefully and thoughtfully written, focusing on the skills and qualities needed for a candidate to be successful without being obnoxious. I wish they'd include an actual salary range (and omit the "fun office" bit so many orgs seem to think is a draw – it's not! our homes are more fun, I assure you!), but then that's why we have this category. #### [Internal Support Strategy & Operations, Senior Manager](https://www.okta.com/company/careers/sales/internal-support-strategy-operations-senior-manager-5321473?ref=supporthuman.cx) Okta · $140k-$211k · Remote, US Support seems to report to Sales, which makes me twitch. #### [Business Systems Analyst, Support Operations](https://boards.greenhouse.io/checkr/jobs/5618980?ref=supporthuman.cx) Checkr · $107k-$145k · Hybrid, US-Denver, CO #### [Principal Customer Success Manager ($123k-$166k)](https://boards.greenhouse.io/checkr/jobs/5582241?ref=supporthuman.cx) Checkr · No comp given · Hybrid, US-Denver, CO There's an identical role open for San Francisco on Checkr's Jobs page. #### [Principal, Customer Strategy](https://boards.greenhouse.io/leagueinc/jobs/5030454004?ref=supporthuman.cx) League · $123k-185k · Remote, US LOL: "You may lead smaller Platform Customer relationships or work alongside other members of the \[insert name of team\]" Obviously, there are some typos in the job description and it's very business-speaky, but I don't think either is particularly worrisome, especially since there are some green flags in this listing too (like being clear about the application and interviewing process). #### [Senior Manager, Customer Strategy](https://boards.greenhouse.io/leagueinc/jobs/5013700004?ref=supporthuman.cx) League · $99k-$150k · On-site-Chicago #### [Director of Product & Operations, Customer Experience](https://boards.greenhouse.io/grindr/jobs/5421422?source=LinkedIn) Grindr · $185-$275k · Hybrid, US-Tuesdays & Thursdays in San Francisco or Los Angeles \[West Hollywood\] ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Customer Success Manager](https://jobs.ashbyhq.com/Quora/403ce804-5991-4a2d-9231-3c0b5269cf17?ref=supporthuman.cx) Quora · No comp given · Remote-Ireland Quora says they value diversity and want individuals of all backgrounds to apply but then they disadvantage those folks in salary negotiations by not volunteering even a base comp. Instead they say "there are many factors that will determine the starting pay, including but not limited to experience, location, education, and business needs." Let's stop letting companies get away with this empty, spineless talk, huh? #### [Manager, Product Support](https://petdesk.com/careers/?gh%5Fjid=5858348003&ref=supporthuman.cx) PetDesk · $88k-$100k · Remote, US I'm curious as to why this isn't a Director or Head of-level role when the description says that "Petvisor is the holding company for several subsidiaries \[...\] This is an exciting employment opportunity with responsibilities spanning the portfolio of companies." There's some misalignment between responsibilities and title as a result, and I also think the comp is too low for a role like this. #### [VP Partner Support](https://apply.workable.com/nuvei/j/C995DCD361/?ref=supporthuman.cx) Nuvei · No comp given · Remote, US-Scottsdale, AZ #### [Customer Support Advocate](https://servicetitan.wd1.myworkdayjobs.com/ServiceTitan/job/Salt-Lake-City-Utah/Customer-Support-Advocate%5FJR107691?ref=supporthuman.cx) ServiceTitan · No comp given · Remote, US-Draper, UT There's an identical role open for Atlanta, GA. Job application is through Workday. My condolences. #### [Director, Technical Support](https://servicetitan.wd1.myworkdayjobs.com/ServiceTitan/job/US-Remote/Director--Technical-Support%5FJR107688?ref=supporthuman.cx) ServiceTitan · $124k-$178k · Remote, US Look, I don't think you can honestly say you're "committed to fair and equitable compensation for all of \[your\] employees" and then only post salary ranges for leadership positions. Come on. Job application is through Workday. My condolences. #### [Vice President, Global Customer Support](https://servicetitan.wd1.myworkdayjobs.com/ServiceTitan/job/US-Remote/Vice-President--Global-Customer-Support%5FJR107477?ref=supporthuman.cx) ServiceTitan · $194k-$242k · Remote, US Job application is through Workday. My condolences. #### [Customer Support Specialist](https://www.topstep.com/careers/customer-support-representative/?gh%5Fjid=4312844003&ref=supporthuman.cx) Topstep · "Competitive," not given · Remote, US #### [Director of Customer Success USA](https://www.run.ai/about/join-us?gh%5Fjid=4277361101&gh%5Fsrc=ea2aa322teu&ref=supporthuman.cx) Run:ai · No comp given · Remote, US Doesn't mention benefits anywhere in the job description or the Join Us page. #### [Customer Support Operations Analyst](https://jobs.lever.co/empower.me/20fa2a03-2e5f-4846-950d-c060200d67db?ref=supporthuman.cx) Empower · "Competitive," not given · Remote, US #### [Customer Support Operations Manager](https://jobs.lever.co/empower.me/c5fccfe2-8863-48f1-ac20-7cece9b62790?ref=supporthuman.cx) Empower · "Competitive," not given · Remote, US #### [Director of Customer Support](https://www.linkedin.com/jobs/view/3788682407/?ref=supporthuman.cx) Spindlemedia · Starting at $120k · Remote, US-Texas "We share your values: a dedication to Texans" is an...unexpectedly short list of values. No wait, they also value freedom, initiative, and open communication. Phew. I was worried. I'll take "What job description was written by AI?" for $600, Alex! ![](https://www.supporthuman.cx/content/images/2024/01/FE8y.gif) ## **BINGO** *Welp.* #### [Cable Support Specialist](https://boards.greenhouse.io/appdirect/jobs/7069496002?ref=supporthuman.cx) AppDirect · Comp not given · Hybrid, US-Chicago I'll take "What job description was written by AI?" for $400, Alex. #### [Customer Success Manager](https://apply.workable.com/performyard/j/B2AF7C9B3E/?ref=supporthuman.cx) PerformYard · No comp given · Remote, US-Virginia I waffled on where this one should go (BINGO or Seriously, Maybe Don't). There's no Careers page, just a perfunctory EO statement at the bottom of their Jobs page along with a frankly alarming Values statement: "We value execution, communication, being principled, positivity, and profits and build our teams around these values." Between that, the "Behavioral Requirements" and the application asking for your college GPA, I think this is a solid thumbs-down, but not outrageously bad enough to be a Seriously, Maybe Don't. #### [Customer Success Operations Associate](https://apply.workable.com/performyard/j/1BCB9E6131/apply/?ref=supporthuman.cx) PerformYard · No comp given · Remote, US-Virginia Same deal as with the Customer Success Manager – it's almost the exact same listing, including the degree requirements/GPA question, which seems like even more of a red flag. #### [Customer Experience Manager](https://www.pindrop.com/blog/careers/jobs/customer-experience-manager-cxm?gh%5Fjid=5612882&ref=supporthuman.cx) Pindrop · "Competitive," not given · Remote, US Title/seniority are misaligned with the responsibilities of the role Lots of flags in the "Who you are" section which makes me think this role would not be well supported. "When we need a break, we keep it fun with happy hours, ping pong and foosball, drinks and snacks, and monthly massages!" Sigh. #### [Customer Support Analyst](https://ats.comparably.com/api/v1/gh/LinusHealth/jobs/5059248004?gh%5Fjid=5059248004&ref=supporthuman.cx) Linus Health · $55k-$70k · Remote, North America-Eastern or Central time zones This job description is wacky. Some of the responsibilities are reasonable for a role at this level, and some are most definitely not. For instance, this role reports to a Director of CS, but one of the duties is "Cultivate proactive support culture and processes for scale" (and we know it's important because it appears twice). Why isn't the Director of CS doing that? Also, if you're requiring 3-5 years of experience and a whole bunch of other "must-haves," then you're hiring for a mid-senior level role, and I'd expect the title (and the pay) to reflect that. #### [Customer Solutions Consultant](https://spiff.com/careers/?ashby%5Fjid=35031564-9793-49f7-8744-b374e319d90d&ref=supporthuman.cx) Spiff · $75k-$108k · Remote, US So much casual (and occasionally weirdly aggressive) ableism in this job listing: "We are looking for intelligent, analytical people with solid interpersonal skills for this role." As opposed to what, rude dummies? "Highly analytical thinker with an innate ability to mentally map complex systems." Must be able to re-enact the Sherlock mind palace scene on demand! "Professional", "Reliable" I am DEEPLY curious about the kind of candidates they've gotten that they feel the need to specify these extremely basic qualities. How low is their bar? The video on their careers page is 1) a product sales pitch, and 2) all dudes. Is the entire leadership team just dudes? #### [Client Support Associate](https://apply.workable.com/nuvei/j/60A28B1DC9/?ref=supporthuman.cx) Nuvei · No comp given · Remote, US This is a mid-senior role at least – major misalignment between title/responsibilities and requirements. #### [Principal Customer Service Advisor - OPIS](https://dowjones.wd1.myworkdayjobs.com/en-US/Dow%5FJones%5FCareer/job/Remote---USA/Principal-Customer-Service-Advisor---OPIS%5FJob%5FReq%5F40389-1?ref=supporthuman.cx) Dow Jones · $60k-$200k · Remote, US This job description is something else. There I am, minding my own business, thinking this is a normal junior customer service role, and then I read with own two eyes: "A minimum of 7 years in an OPIS CS position or an industry equivalent, or 5-10 years experience in a contact center and/or customer service environment." Okay, Janice. Also, just so you know, this listing hit BINGO with: "Poorly-edited job description requires attention to detail." #### [Senior Customer Success Manager](https://www.run.ai/about/join-us?gh%5Fjid=4200070101&gh%5Fsrc=ea2aa322teu&ref=supporthuman.cx) Run:AI · No comp given · Remote, US Candidates should have a strong attention to detail, but the company can't consistently capitalize its own name. Okay! #### [Director of Customer Success](https://www.linkedin.com/jobs/view/3793558472/?ref=supporthuman.cx) Mosaic · "Competitive," not given · On-site, US-NYC "As such, you will be interacting on a daily basis with some of the brightest (and hardest working) professionals in finance – and exposing them to a solution" I don't know about you, but I try to avoid exposing things to people, solutions or not. "4+ years of experience in Customer Success, Customer Experience, or related fields at sophisticated, enterprise workflow SaaS application providers." Not any of those podunk, hillbilly SaaSes. "Outgoing, friendly, and confident – not afraid of rejection or easily intimidated by intense personalities." Boy, that sentence is telling a whole story, isn't it. "If you find yourself waking up every day seeking: To gain a profound understanding of an important but opaque part of the business world (private equity)." Oh do I! I mean, who *doesn't* wake up every day wanting to gain a profound understanding of private equity? I'll give Mosaic props on owning their job descriptions – I definitely think a person wrote this. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Head of Customer Support](https://www.linkedin.com/jobs/view/3810310292?ref=supporthuman.cx) 1v1Me · $40k-$60k · Remote, US I have many concerns. That the title of the role doesn't match the title in the job description. The ridiculous salary. That the company has no Careers page and the role is only listed on LinkedIn. The stability/longevity of a company staking money on other people playing video games. Many, many concerns. #### [Customer Support Representative](https://www.linkedin.com/jobs/view/3809757257?ref=supporthuman.cx) 1v1Me · $10 an hour + monthly performance based bonus · Remote, US Y'all. No. "Multitasking is in your DNA," "You exhibit empathy and patience when dealing with upset or frustrated customers", "Deep passion for gaming and betting-related products." You better have a deep fucking passion for $10 an hour. ### Upcoming Events JAN 24 2:00pm ET Embark on Your Consulting Adventure: A Guide to Getting Started Online Fireside Chat hosted by [Support Driven](https://www.supportdriven.com/?ref=supporthuman.cx), featuring [Thomas Hils](https://www.linkedin.com/in/thomashils/?ref=supporthuman.cx) (Replo) and [Katie Oswalt](https://www.linkedin.com/in/oswaltkp/?ref=supporthuman.cx) (Support Leadership & Ops). [Register →](https://event.sessions.us/support-driven-eae97/embark-on-your-consulting-adventure-a-guide-to-getting-started?ref=supporthuman.cx) JAN 25 12:00pm ET How to Make Your Support Team More Productive (Without Burning Them Out) [Online Webinar by Stonly](https://www.linkedin.com/events/howtomakeyoursupportteammorepro7151260576160079873/?ref=supporthuman.cx), featuring [Cheryl Spriggs](https://www.linkedin.com/in/spriggscheryl/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fprofile%5Fview%5Fbase%5Frecent%5Factivity%5Fcontent%5Fview%3BD1yylqxlSiKtI6Do2B1LSw%3D%3D&ref=supporthuman.cx) (Zapier) and [Zachary Lee](https://www.linkedin.com/in/zacharyclee/?lipi=urn%3Ali%3Apage%3Ad%5Fflagship3%5Fprofile%5Fview%5Fbase%5Frecent%5Factivity%5Fcontent%5Fview%3BD1yylqxlSiKtI6Do2B1LSw%3D%3D&ref=supporthuman.cx) (EQS Group). JAN 23–25 Austin, TX Customer Contact Week Austin [Register →](https://www.customercontactweekwinter.com/?ref=supporthuman.cx) JAN 31 12:30 ET Transform Your Interviews: Redefining Success Through Cognitive Techniques Part 1 of 2-Part Virtual Workshop hosted by [Support Driven](https://www.supportdriven.com/?ref=supporthuman.cx), featuring [Peter Harrison](https://www.linkedin.com/in/peter-harrison-z90/?ref=supporthuman.cx) (Zapier). [Register →](https://www.supportdriven.com/events/transform-your-interviews-redefining-success-through-cognitive-techniques?ref=supporthuman.cx) FEB 7 12:30 ET Transform Your Interviews: Explore Evidence of Your Confidence and Reframe Success Part 2 of 2-Part Virtual Workshop hosted by [Support Driven](https://www.supportdriven.com/?ref=supporthuman.cx), featuring [Peter Harrison](https://www.linkedin.com/in/peter-harrison-z90/?ref=supporthuman.cx) (Zapier). [Register →](https://www.supportdriven.com/events/transform-your-interviews-redefining-success-through-cognitive-techniques?ref=supporthuman.cx) FEB 8 2:00pm ET Why making your support metrics public is worth the risk Webinar hosted by [Front](https://front.com/?ref=supporthuman.cx), featuring Parker Conrad (CEO of Rippling). [Register →](https://front.com/resources/taking-support-metrics-public-with-ceo-of-rippling?ref=supporthuman.cx) FEB 8 Boston, MA HiveMind - AI vs Human: The Future of Customer Service in 2024 Featuring [Craig Stoss](https://www.linkedin.com/in/cstoss/?ref=supporthuman.cx) (Director of CX Transformation at Partner Hero), [Jason Skinner](https://www.linkedin.com/in/jsnskinner?ref=supporthuman.cx) (Founder, CXRefinery) and [Kat Gaines](https://www.linkedin.com/in/katgaines/?ref=supporthuman.cx) (Senior Development Advocate, PagerDuty). [Register →](http://i/?ref=supporthuman.cx) MAR 26–27 San Diego, CA Support Driven Leadership Summit [Call for proposals open now →](https://www.supportdriven.com/blog/support-driven-leadership-summit-2024-sandiego-call-for-proposals?ref=supporthuman.cx) MAY 29–JUN 1 San Antonio, TX ElevateWomen 2024 [Call for speakers open now →](https://q2kxg984abb.typeform.com/to/igZ0QxYE?ref=supporthuman.cx) SEP 26–27 Denver, CO ElevateCX Fall 2024 [Call for speakers open now →](https://q2kxg984abb.typeform.com/to/igZ0QxYE?ref=supporthuman.cx) ![](https://www.supporthuman.cx/content/images/2024/01/blanche-zoom-1-1.jpeg) 1. I promise this isn't going to be an animal-themed support newsletter. 2. Full disclosure: I wasn’t one of the folks who asked this question, because I’d actually been a member of the invite-only senior leadership channel at some point, left, and then totally forgot it existed until Scott mentioned it in the announcement about the changes. 3. I would also challenge you to think about why you think you can’t learn about leadership or its many challenges from the people you lead, but maybe that’s a point for another time. 4. To quote the Bard: [you can grab an axe, man, or you can step aside.](https://www.youtube.com/watch?v=O3NQCIVmnIs&ref=supporthuman.cx) ### Exit, Pursued By A Bear URL: https://supporthuman.cx/p/18aug24-exit-pursued-by-a-bear/ Last updated: 2026-10-02T17:59:39.000Z Exit, Pursued By A Bear 0:00 /2179 1× ## In today's issue: - [Exit, Pursued By A Bear](#exit-pursued-by-a-bear) - [And Now for Some Good News](#and-now-for-some-good-news) - [Get Hired](#get-hired) - [Green Means Go](#green-means-go) - [Eh, It’s Probably Fine](#eh-its-probably-fine) - [Tread Carefully](#tread-carefully) - [BINGO](#bingo) - [Seriously, Maybe Don’t](#seriously-maybe-dont) ## Exit, Pursued By A Bear If you follow me on [LinkedIn](https://www.linkedin.com/in/smlundberg/?ref=supporthuman.cx),[1](#note-1) you know there’ve been a lot of changes over the past few weeks. (For instance: if you hover over the footnotes, they’ll pop up so you can read them right where you are in the text.) I’d like to say that all of these changes were planned in a mastermind fashion and expertly executed without issue. I’d *love* to say that. Can I say that? Uh, no. I cannot. One of the wonderful things about doing this newsletter is that it helps me connect with people. I’ve spoken with a few people about the work I’m doing face-to-face and with more passingly on social media,[2](#note-2) and I love it every time. But lately, it’s made me worry. I wonder what people see when they watch me publish this newsletter, run the Jobs board, the Resources site, or, as I started recently, the podcast. It’s work, I think that much is obvious to most people. But outside of that, I worry that I’m projecting an image about all this *stuff* that just isn’t accurate. I don’t think anyone considers writing a newsletter glamorous, but I do think there’s just enough mystery surrounding it that it seems like something one might breezily pick up for fun and profit. And I’m not saying it isn’t fun — my ADHD wouldn’t allow me to do any of this if it wasn’t novel or fun in some way — but if you’ve read this newsletter or Bad Job Bingo and found it to be of any quality standard above “not reminiscent of garbage in an alley after it’s been cooked in the heat of a Texas summer,” let me just say: *insert relieved laughter followed by incoherent sobbing here* It is those things, but it’s also…much more than that. For one, it’s exhausting. It’s an exhaustion I picked! But when I’m on a break from my full-time job, I’m writing. That last issue about [Andreessen and Horowitz’s endorsement of Trump](https://www.newsletter.supporthuman.cx/p/23jul24-roundup-can-business-hitler?ref=supporthuman.cx)? That was three solid days of researching and writing every moment I wasn’t working or sleeping (when I slept, which wasn’t much). If I want to publish on time, then at night after work I’m on the couch, half-cuddling with a kid and half-rating jobs for Bad Job Bingo. On weekends I’m in my office, updating the job board and the Resources site, putting together the newsletter. I record podcast episodes when my kids are asleep and the house is quiet. Sometimes, I’m typing away in bed while Mr. Steph sleeps. There’s no getting ahead with this kind of work. If I take a day off, I feel guilty for not hustling more, and that’s one day later the newsletter goes out, which means I can’t publish consistently, putting a successful newsletter that much farther out of reach. If I work whenever I can, I feel like a terrible parent, sacrificing precious moments with my kids for something that may or may not ever be worth it. Also, not for nothing, but I have no idea what I’m doing. Seriously. If I’m not making shit up or trying to figure shit out, I’m fixing shit I broke. If I really fuck up – like, say, messing up my Stripe account so that subscribers can’t support me[3](#note-3) – then that’s less money that I can depend on to pay my bills, which means I have to take on outside freelance work, which means I can’t publish consistently, putting a successful newsletter that much farther out of reach. Hey, speaking of money, I’m not making any. I mean, hopefully I will at some point! But the costs of operating the newsletter, the job board, and the Resources site are currently higher than the income they’re bringing in. Again, this isn’t me complaining – I’m choosing to do this! It’s also not a guilt trip or a money-grabbing strategy – I’m intentionally doing things that I knew would be hard and wouldn’t have traditional revenue streams. What it is is *reality*. I worry that by not talking about how hard all of this is, how chaotic it actually is behind the scenes, folks who are trying it themselves (or anything new) will look at me and wonder what they’re doing wrong. *I’m* managing to do so much, so why do they feel like imposters on top of not making any money and feeling like shitty parents and shitty partners? It’s because we’re in a theater and this is all a play, except I’ve neglected to tell you what I’m acting out. It’s Shakespeare! So highbrow! But oh no, it’s *The Winter’s Tale*, and I’m Antigonus, my business is the baby, and real life is the bear waiting to chase me offstage to my demise.[4](#note-4) Also I have good news for anyone who feels like this in their job, too, because it’s not just the newsletter. I found myself asking the universe this week: how does anyone ever feel like an expert at anything? I only seem to find ever more challenging work, and I think, it’s fine! This is good! If I can do this, I can do anything! And yet, no. The next thing is just a different, harder thing. For me, searching for expertise is like diving into a well and trying to find the bottom. Despite my inefficient dog-paddling, I do get deeper! But the water just gets darker, and colder, and the bottom never appears. So like. If you’re going through life and encountering nothing but hurdles when it seems like everyone else is leaping like perfect, graceful gazelles[5](#note-5) over them, let me just lower the bar for you. No, lower. Lower than that. Oh, is it on the ground? Great, because that’s where I am. Don’t worry, I face-planted, but I’m still breathing. Just give me a minute. Anyway. Changes. Right. For starters, you’re probably going to start seeing ads in the newsletter (unless you’re a paid member, in which case you shouldn’t see anything!).[6](#note-6) I would love to be solely reader-sustained, but I also need this work to be sustainable in general. To do that, I need to be able to fund it. Thus, ads.[7](#note-7) I’m able to do this because I moved the newsletter from Ghost to beehiiv.[8](#note-8) Aside from the neat trick with the footnotes, the writing and publishing experience is better for me, and despite the ads, I think it will be a better reading experience for you.[9](#note-9) Here’s a change I’m really excited about: I’m helping the ElevateCX community with [their newsletter](https://www.elevatecx.co/home?ref=supporthuman.cx), and from now on the Good News and the Read / Watch / Listen sections will become a part of that publication. It’s a better fit, and it means I can focus more on the core parts of this newsletter. Because of that, I’m experimenting with dropping the *Roundup* from the title of the newsletter and the date from individual issues. Calling it *Support Human* is easier, makes for better branding, and aligns more with what I’m doing here. Finally, for possibly the biggest change of all, I need your help, my fellow Support Humans. You’ve probably noticed that the newsletter gets long. Like, *really* long. So long that many email clients routinely cut off much of the text, forcing subscribers to finish reading online. It’s probably being clipped right now, in fact. (If so, click **Read Online** at the top of this email.) I introduced the *Brief* to help alleviate this problem, and that’s not going away,[10](#note-10) but it doesn’t really fix the issue for readers of the original newsletter. So, let’s consider some options for a different format / publishing schedule. Then I’m hoping you’ll help me decide by voting for your favorite option. #### **Option 1: Keep the main newsletter the way it is.** **Pros:** I wouldn’t have to change anything I’m doing. As a reader, you get just one issue a week, which is what I promised when you subscribed, and which might be easier for you to keep up with. **Cons:** Doing both a main story / news commentary and Bad Job Bingo at the same time makes for a punishing schedule for me because it means I’m updating the job board and the Resources site at the same time. It also makes it more likely that there *won’t* be a main story, or that there’ll be less Bad Job Bingo, or that there’ll be no new issue at all if I’m having a busy week. As a reader, you can’t just stay in your email if you prefer that, which might be a nuisance for you. #### **Option 2: Keep the news/commentary and Bad Job Bingo in one issue, but just link to the jobs (no ratings commentary).** **Pros:** Each issue would be much shorter, and it would be easier for me to put together the Bad Job Bingo portion of the newsletter. Because issues would be shorter, I could potentially fit in more jobs. As a reader, you wouldn’t have to leave your email to read an issue, and you could go to only the jobs that sound the most interesting to you. **Cons:** This doesn’t really solve my pacing issue, and honestly, it would take away a lot of what’s fun for me about doing the newsletter. As a reader, if you’re here primarily for Bad Job Bingo, a commentary-only newsletter will likely be a bummer for you. #### **Option 3: Divide them up! Publish news/commentary in one issue and full-length Bad Job Bingo in another.** **Pros:** Not to sway you, but this is admittedly my favorite option at the moment. This would solve my pacing problem completely; I could do Bad Job Bingo and update the job board weekly regardless of whether there’s news for which I feel I could offer an interesting perspective. When there is, I can take my time and focus on that without it derailing Bad Job Bingo, as it so often has. (Timeliness to the news notwithstanding, as there’s no way to get rid of that pressure). As a reader, you get jobs in your inbox weekly with a healthy helping of sass, and every once in a while you’ll still get high-quality commentary on CX and Tech news in a different issue. **Cons:** I still have to publish weekly, sometimes more than weekly. As a reader, if you’re here primarily for the main story/commentary, having a Bad Job Bingo-only issue will likely be a bummer for you. Plus, you’ll potentially have to keep up with two issues in one week, which may not be what you signed up for. #### **Option 4: Something else I'll explain in the comments.** Have an option I haven’t considered? Let me know in the comments.[11](#note-11) Thanks for the help! **What should the newsletter look like going forward?** - Keep the main newsletter the way it is -- I love a useful monster. - Keep the news/commentary and Bad Job Bingo in one issue, but just link to the jobs (no ratings commentary). - Divide them up! Publish news/commentary in one issue and full-length Bad Job Bingo in another. - Something else I'll explain in the comments. ## **And Now for Some Good News** Love this batch of folks for the last edition of Good News. Thanks for letting me celebrate y’all here — see you over at the [ElevateCX newsletter](https://www.elevatecx.co/home?ref=supporthuman.cx)! - [Rachel Avery](https://www.linkedin.com/in/rachelaveryy/?ref=supporthuman.cx) earned a [Social Media and Social Content Strategy](https://www.coursera.org/learn/social-media-social-content-strategy?ref=supporthuman.cx) certification from the [Digital Marketing Institute](https://digitalmarketinginstitute.com/?ref=supporthuman.cx). - [Yas Longoria](https://www.linkedin.com/in/yaslongoria/?ref=supporthuman.cx) joined [Employ](http://www.employinc.com/?ref=supporthuman.cx) as Senior Manager, Customer Success and Support. - [Liz Bunger](https://www.linkedin.com/in/liz-bunger-7aa86534/?ref=supporthuman.cx) joined [Vertex](https://www.vertexinc.com/?ref=supporthuman.cx) as a Knowledge Management Leader. - [Jennifer Kyles](https://www.linkedin.com/in/jenkyles/?ref=supporthuman.cx) joined [Klaviyo](https://www.klaviyo.com/?ref=supporthuman.cx) as a Senior Billing Specialist. - [Matthew Doering](https://www.linkedin.com/in/matthew-doering/?ref=supporthuman.cx) joined [Meta](https://www.metacareers.com/?ref=supporthuman.cx) as a Technical Solutions Consultant II. - [Gary Lam](https://www.linkedin.com/in/garylamgarylam/?ref=supporthuman.cx) joined [Inteplast Group](http://www.inteplast.com/?ref=supporthuman.cx) as a Customer Service Representative. - [Ian McMullen](https://www.linkedin.com/in/ian-v-m/?ref=supporthuman.cx) was promoted to Senior Customer Support and Operations Manager at [Retrium](https://www.retrium.com/?ref=supporthuman.cx). - [Melissa Beringer](https://www.linkedin.com/in/melissadberinger/?ref=supporthuman.cx) was promoted to Senior Customer Success Manager at [Braze](https://www.braze.com/?ref=supporthuman.cx). ## **Get Hired** I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [VP, Customer Success and Technical Operations](https://www.jobs.supporthuman.cx/vp-customer-success-and-technical-operations/?ref=supporthuman.cx) HUMAN · $180k-$210k · Hybrid, US-NYC, NY The Careers page is somewhat bare bones, but otherwise fine. Their values seem honest and in keeping with their brand. I'm pretty impressed with the job description overall. Aside from a brief reference to "diversity of thought" (which in context seems harmless), they manage to convey the qualities they're looking for without being unnecessarily prescriptive or ableist, they seem to understand well what they're looking for, and the stated goals are unusually grounded for a VP of Success position. All in all, I think this is a solid **Green Means Go**. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Senior Technical Writer](https://www.jobs.supporthuman.cx/senior-technical-writer-2/?ref=supporthuman.cx) Circle · $133k-$170k · Remote, US-Atlanta, GA; Austin, TX; Boston, MA; Chicago, IL; Los Angeles, CA; Miami, FL; NYC, NY; Phoenix, AR; Salt Lake City, UT; Seattle, WA The Careers page is straightforward, their company values are pretty run-of-the-mill. I know this is a bit outside Support knowledge work, but I think it'd be a good fit for CX folks. The position seems fine, and the pay is great. Note: I think the job is probably Remote in the US, but candidates are asked to pick the city closest to them before applying, so I'm putting those cities as the location just to be safe. #### [Community Manager](https://www.jobs.supporthuman.cx/community-manager/?ref=supporthuman.cx) Medium · $100k-$150k · Remote, US The Careers page is straightforward, run-of-the-mill tech company fare. This seems like a somewhat hybrid role between standard Community work and Support work, which I always enjoy seeing. Given the duties, I do wish this were a more senior title, although the pay is great regardless. > Enthusiasm for building something new, coming up with new ideas, and working autonomously. You know how to engage communities and you have new ideas to bring to Medium that you’ll launch and oversee. I like the way they phrased this – a thoughtful alternative to the lazy and boring "must work independently." > Proven ability to work collaboratively in a fast-paced, team-oriented environment. Man, we were so close to avoiding the standard job cliches! > Strong analytical and problem-solving abilities, with a product- and systems-thinking mindset. You know what, this is also a nice break from the "high intelligence" bullshit I so often see in job descriptions. I know exactly what they're asking for and, therefore, can ascertain *why* they're asking for it. > Working with a fully distributed team: We’re totally remote and have teammates across the U.S. & France Sing it with me: this is not a benefit! **Note:** This job has closed since I rated it. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Vice President, Customer Support](https://www.jobs.supporthuman.cx/vice-president-customer-support/?ref=supporthuman.cx) Billtrust · $200k-$280k · Remote, US A ping-pong table made an appearance in a company recruitment video. Tsk tsk. The video is actually pretty cute overall, though. I appreciate that they say they hire "people with diverse backgrounds" rather than "diverse people," and I love the bloopers at the end (I'm a sucker for personality and people obviously having fun). I also think it was great and fairly savvy to note that they only used real employees in the video. For a larger company (over 750 employees, according to their Careers page), I'm pretty impressed that they've managed to balance the corporate speak with a clear company personality. Of course, it's no substitute for how they actually treat employees, but I appreciate the effort. The actual job description is significantly more corporate, sadly, which isn't a surprise for an executive role, just a little disappointing. > You will maintain and grow established relationships with both customers and internal leadership alike and will apply your negotiating skills when working cross-organization (i.e. – IT, DEV, eOps, etc.) to facilitate solutions or meet urgent customer timelines. Eehhhh, this feels like a flag to me. It tells me that Customer Support as a discipline isn't highly thought of in the company, and so you'll spend a lot of your time trying to get other functions in the company to take you seriously and apply their resources for the good of the customer. > You will execute your strategic vision to identify opportunities for enhancing organizational alignment, process efficiency, customer self-service, and employee engagement, while maximizing the cost of support. Sigh. I wouldn't mind this so much if it weren't always Customer Support getting the directive to maximize costs. > Use skills of persuasion and negotiation to drive positive change for the organization with Sr. leadership *\**nervous laughter\* > Work with internal support partners to ensure appropriate structure in place between organizations to maximize working relationship I'm not sure what this means, but it can't be good, right? > Maintain ownership of CS projects and initiatives associated with continuous improvement, cost reduction, monetization, and employee engagement Because nothing says positive employee engagement like cost reduction and monetization? > Strong senior leadership work ethic with confident decision-making under adversity WOOF. > Proven ability to lead, succession plan, and inspire a team of managerial direct reports Wooo, they throw "succession plan" in the middle there so casually, don't they! Tell me there's lots of turnover without telling me there's lots of turnover. On the one hand, the company has obviously put a lot of effort into thoughtful recruitment and employee benefits. On the other, there are some flags here that I'd ask about – Support's relationship with other teams, Support's relationship with senior leadership, and things like manager turnover (which is often an early warning sign for employee turnover). Good thing we have Tread Carefully! #### [Sr. Manager, Learning & Quality, Ring Technical Customer Support](https://www.jobs.supporthuman.cx/sr-manager-learning-quality-ring-technical-customer-support/?ref=supporthuman.cx) Amazon · $121k-$225k · Remote, US Reading through the job description, the title seems misleading—this feels more like an AI content automation position than a Knowledge & Education one. For that reason, and because the whole thing feels phoned in at best (you'd think a company with Amazon's resources would be able to put together a reasonably informative JD), I'm throwing this in Tread Carefully. Anyway - the pay is good, benefits seem good. You'd be working for Amazon. #### [Product Specialist, Manager (Post Sales)](https://www.jobs.supporthuman.cx/product-specialist-manager-post-sales/?ref=supporthuman.cx) AlphaSense · No comp given · Hybrid, UK-London The Careers page is well-developed, informative, and pretty straightforward. > We spend our waking hours obsessing over our customers Eh, do you though? 'Cause that's not necessarily something I'd brag about. > You demonstrate equanimity in all situations. This is "stay calm under pressure" in sheep's clothing, in cas*e* you were wondering. > You are a warm but demanding manager to your direct reports. Again, it's not that weird, just a signal of a specific kind of culture, which could be fine! Make sure it's your kind of culture, is all I'm saying. > An intelligent, articulate, consultative and confident client facing professional No unintelligible, meek boneheads, thank you very much. > Superior ability to develop rapport with people, and to maintain relationships, combined with a positive and proactive personality. Ah, so we're prescribing personalities now, cool cool cool. > Energetic and creative individual I'm just a girl, standing in front of a faceless company, asking them to stop saying this ableist bullshit. > Effective attention to detail, time management and task prioritisation, even when under pressure. I'm not going to copy and paste the typos / errors in this JD (you'll see them below), but there were enough that I thought to myself, "These folks are definitely going to require attention to detail." It's just a constant of the universe now. I was going to give this an Eh, It's Probably Fine, but the weird culture signals tipped it over into Tread Carefully for me. Oh yeah, and there's no salary transparency (and the application asks for comp range), so that would've done it anyway. There’s a [Product Specialist, Manager (Pre Sales)](https://www.jobs.supporthuman.cx/product-specialist-manager-pre-sales/?ref=supporthuman.cx)and a [**Customer Success Manager (B2B - Presales)**](https://www.jobs.supporthuman.cx/customer-success-manager-b2b-presales/?ref=supporthuman.cx)open as well (both Hybrid London). #### [Customer Support Manager](https://www.jobs.supporthuman.cx/customer-support-manager-2/?ref=supporthuman.cx) Vetcove · No comp given · Remote, US Okay, so this is why I keep an archive of roles: back in January, Vetcove put up a listing for a [Head of Growth and Customer Experience](https://www.jobs.supporthuman.cx/head-of-growth-and-customer-experience/?ref=supporthuman.cx). Many of the duties are the same, with some notable updates. Take this duty in the Head G&CX listing: > Manage three customer support managers who each oversee a team of support associates and act as the direct manager for our retention specialist Now this one from the current listing: > Manage a team of offshore contract support associates, provide training, onboarding, and measure performance So I'm making some assumptions here, but nothing that's not confirmed by what we've seen in the Customer Support industry as a whole in the past couple of years. It sounds like they laid off what in-house managers and support team they had, including the Director (assuming they ever hired one), and then, of course, brought in the BPO team. I can give you my professional opinions about this trend (it's short-sighted, destructive to the company and its customers, and ultimately futile as a cost-saving mechanism), but I don't know anything about this company other than what's on their website. I can tell you that I think they're asking too much from a Manager-level role, and I think the evolution in their Support approach above is a bad signal for the function and the company's future. **Tread Carefully.** #### [Associate Customer Success Manager](https://www.jobs.supporthuman.cx/associate-customer-success-manager/?ref=supporthuman.cx) GitHub · $49k-$148k · Remote, US Boy, that's a wordy job description. And dense. Nothing in particular is jumping out at me, but I confess I did skim. Did I mention it's long? Also that salary is as wide as the JD is verbose. One might say comically so. #### [Product Specialist](https://www.jobs.supporthuman.cx/product-specialist/?ref=supporthuman.cx) AlphaSense · No comp given · Onsire UK-London This role has the same weird (and ableist) culture signals as the Manager role. Also, there's no salary transparency and the application asks for your target comp range, so into Tread Carefully it goes. There’s a [Product Specialist (Remote US)](https://www.jobs.supporthuman.cx/product-specialist-2/?ref=supporthuman.cx) and a [Customer Success Specialist, Financial Services (Onsite London)](https://www.jobs.supporthuman.cx/customer-success-specialist-financial-services/?ref=supporthuman.cx) open as well. ## **BINGO** *Welp.* #### [Technical Support Representative](https://www.jobs.supporthuman.cx/technical-support-representative/?ref=supporthuman.cx) Drata · $56k-$89k · Remote, US This one was reader-submitted. Thanks! I'm on the fence about Drata's "[**rules**](https://drata.com/about/careers/drata-rules?ref=supporthuman.cx)" – on the one hand I appreciate the rules are highly visible and clear. But there are also more elements of toxic startup philosophy than I am personally comfortable with. Your mileage may vary! But make sure you read them and are comfortable with them because you will definitely be measured by them. Our Reader noted that there's something of a bait-and-switch happening in the application, and they're right: in the job description, there's a lot of language about growth and learning and only needing basic cloud knowledge, yet in the application, there's this question: > What cloud applications can you troubleshoot for? Please list them out and plan to talk through them during each of your interviews. That, coupled with Drata's rules and the frankly abysmal range for a technical cloud infra support role, and this is our first BINGO of the week. #### [Customer Success Manager, High Touch](https://www.jobs.supporthuman.cx/customer-success-manager-high-touch/?ref=supporthuman.cx) Drata · $95k-$147k · Remote, US I'm getting a heavy AI vibe on this job description, but there are typos that make me think someone added to it afterward. This job was fine, fine, mostly fine until we hit the last bits of it, and then it started telling one hell of a story: > Collaborative, coachable, constructive attitude Embody our ethos of ‘Trust’ Demonstrable previous successes in a high-growth environment > Resilient and adaptable to change > High capacity for managing, prioritizing, and balancing customer and organizational workload (meetings, tasks, administrative, email, project work, etc.) > This is an exciting opportunity to play an integral part in Drata’s high-touch commercial customer success program. We expect you to be an incredibly well organized and meticulous person with the communication, technical, and soft skills needed to thrive in and drive our fast-paced environment. Personal attention to detail and keen enthusiasm for collaboration with our teams are requirements for success. Also, if you guessed we hit BINGO on "Poorly-written job description requires attention to detail," you nailed it! #### [Customer Success Manager, Strategic Accounts](https://www.jobs.supporthuman.cx/customer-success-manager-strategic-accounts/?ref=supporthuman.cx) Drata · $95k-$147k · Remote, US See the other two listings from this company for more information on the company and it's culture. I debated on whether to rate this one as Tread Carefully or BINGO and decided on BINGO because of the EEO statement, which I haven't yet addressed. Specifically, this statement, which is funny uh-oh: > We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled. "We'll do the bare minimum we're required to do not to get sued. Good luck." I mean, it's not like this isn't the unwritten norm, but kudos to them for stating it so clearly, I guess. #### [Director, Support Operations](https://www.jobs.supporthuman.cx/director-support-operations/?ref=supporthuman.cx) Quince · No comp given · Remote, US No Careers page as far as I can tell, which makes my spidey sense start tingling. > The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. LOL. Why am I always right. (This is the opening sentence!) > The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Y'all. I have concerns. I have many, many concerns. > Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed Why does this sound like "decision-making is intentionally distributed to ensure blame is deferred?” > where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers. Honestly, this sounds like a nightmare. > The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. Love the buzzword soup! (Unusually, I'm on the fence about whether this job description was written by AI. I think AI might have been used to draft, and then the draft was edited. Which is better than just copying and pasting wholesale, but I think more editing probably would have been wise.) > They will be energized to help build a category-defining company in a still-evolving space. If you've been taking a shot every time they exclaim you should be energized by something, you are already drunk and we haven't even gotten out of the introduction. > Partner with Quince Finance to accurately forecast our customer service needs on a rolling 8-week basis. Build a staffing solution that matches our forecasted ticket arrival patterns to our workforce schedule. Ensure we hit our daily, weekly, and monthly service level targets across our email, chat, phone, and social support channels, down to the 15-minute interval To be fair, they do say this is a Support Operations role. They are very clear about that. And yet: Yikes. > Lead our real-time analytics team, managing and monitoring our support operation 24/7/365 I think they probably mean the Analytics team is monitoring 24/7/365\. Probably. Maybe. I hope. > Partner with team and company-level stakeholders to ensure we hit the business inputs needed to achieve our annual cost plan Is the company in trouble? Because it kind of sounds like the company is in trouble. So there's a lot to unpack here. As the BJB Shitposting Focus Group pointed out, they're likely growing way faster than their service capacity and struggling to figure out what to do next. This could be an ideal environment for some folks – stepping into the whirlwind and calming the weather. Just be clear that that's what you want to do; this seems like a category 5 hurricane. **Note:** This job has closed since I rated it. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Enterprise Customer Success Manager](https://www.jobs.supporthuman.cx/enterprise-customer-success-manager-5/?ref=supporthuman.cx) Finout · $110k-$150k · Hybrid, US-NYC, NY Still as obnoxious as the other two listings on the job board. > A self-motivated team player with an ability to work in a fast-paced environment with minimal oversight. HAHA. So many Bad Job Bingo entries packed in a single sentence! #### [Client Success Manager](https://www.jobs.supporthuman.cx/client-success-manager/?ref=supporthuman.cx) Healthpreneur · $60k · Remote, US-Los Angeles, CA This one is reader-submitted, and y'all. We're whipping out "unclear if you're joining a cult or a company" for maybe the first time ever, and I HAVEN'T EVEN LOOKED AT A JOB LISTING YET. Okay, it's fine. I'm not scared! Scratch that, it's 1125 words before we get to the actual job description, I'm terrified. > In this role, you'll be the secret weapon that propels our clients (health professionals building their coaching businesses) to new heights. What kind of mixed metaphor fuckery is this. > Imagine the satisfaction of watching your cohort of clients enroll more clients into their health coaching businesses, allowing them to transform more lives. Sure sounds like a cult! Or a multi-level marketing scheme! Or, of course, both. > With your entrepreneurial mindset and mastery of behavioral psychology I'm sorry, my what? > In a world where most businesses (and the people within them) are average at best, we refuse to join their ranks \[…\] If you’re selected to work with us Oookay, I guess we're doing this! "The group is elitist, claiming a special, exalted status for itself, its leader(s), and its members." ([Characteristics Associated with Cultic Groups](https://articles1.icsahome.com/articles/characteristics?ref=supporthuman.cx), Michael D. Langone, [International Cultic Studies Association](https://www.icsahome.com/home?ref=supporthuman.cx)) > But, if you’re looking for a cushy job with tons of time off, healthcare benefits, ping pong tables, and the ability to “switch off” when you leave the office, this isn’t for you. "Members are expected to devote inordinate amounts of time to the group and group-related activities." > Although we encourage setting boundaries and creating space to relax and recharge, when you love what you do, you don’t need to escape from work. Doing work you love feels like a vacation. And when you do have some time off, you’re still thinking about your work because you’re obsessed with it (in a healthy way). "The leadership induces feelings of shame and/or guilt in order to influence and/or control members. Often, this is done through peer pressure and subtle forms of persuasion." > For us, freedom means being able to live life on your terms and contribute in meaningful ways through work that inspires and lights you up, while enjoying life along the way (not when you retire). "The most loyal members (the “true believers”) feel there can be no life outside the context of the group. They believe there is no other way to be and often fear reprisals to themselves or others if they leave (or even consider leaving) the group." > Ensure that all clients are up to date with their payments and any conversations about “early exit” (without fulfilling full contract value) are handled with tact so that clients recommit (instead of wanting to bail) “The group teaches or implies that its supposedly exalted ends justify whatever means it deems necessary. This may result in members’ participating in behaviors or activities they would have considered reprehensible or unethical before they joined the group.” > You are compassionate and a great listener and also have the ability to challenge clients to a higher standard and ensure they move forward in spite of fear (or themselves). You believe that the best love is tough love and that by letting people go you let them down. Knowing this, you are comfortable having difficult conversations to hold clients to a higher standard than they might have for themselves "Questioning, doubt, and dissent are discouraged or even punished." I could go on, but then this review would be as long as this cultic bullshit is. I'm searching for a witty way to end this, but I am – for the first time in a long time – speechless. Also, the BJB card for this job might as well be the Red Sea – in fact, it might be easier to list the Bad Job Bingo entries this company didn't trip than the ones it did. Seriously, maybe don't fucking work here. ![A LinkedIn Post by Phil Byrne - Goddamnit, LinkedIn - You're one of a few experts invited to answer: How do you manage to deal with people constantly telling you you're a no talent idiot at home and at work? Even strangers who have not..](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1258.jpeg) 1. This is an obligatory link because being a writer / creator now requires it, but god, why be on LinkedIn if you don’t have to be? Flee, my friends! Be free! Remember me fondly! 2. Which I’m also laughably terrible at. 3. Yep. I did that. 4. It’s okay. [This, too, is a metaphor for change.](https://en.wikipedia.org/wiki/Death%5F%28tarot%5Fcard%29?ref=supporthuman.cx) 5. Yes, we’re on a different metaphor now. Where’s the bear? No one knows. 6. For now, I’m just promoting other newsletters because running ads for other businesses when I might then have to review their jobs in Bad Job Bingo still feels sticky. 7. If I sound defensive about this, it’s because I am. I hate ads. I hate subjecting *you* to ads. Alas, I have not discovered the secret to overnight success. When I do, I promise to get rid of the damned ads. (And, you know, share the secret with you.) 8. I have [Ashley Hayslett](https://www.linkedin.com/in/ashley-h-28737710/?ref=supporthuman.cx) to thank for many things, but this is a big one. She’s saved me a lot of time and effort! 💜 9. Support Human has an app now! Just go to the newsletter home page and follow the steps when prompted, or open the hamburger menu on mobile and click **Add App to Home Screen**. You can get notifications when I publish (or not) and easily read my work whenever you want. Go wild! 10. The Brief is very easy and quick to put together (because at that point all the real work is already done), so there’s no reason not to keep doing it. 11. As long as it’s not “stop doing the newsletter!” I see you, troublemakers. ### How To De-Escalate An Angry Customer (Expert Guide) URL: https://supporthuman.cx/portfolio/how-to-de-escalate-an-angry-customer-expert-guide/ Last updated: 2024-08-08T12:00:00.000Z After ten years in customer support, de-escalating customers is still the hardest and the most rewarding part of my job. It's the hardest because, unlike skills like working with APIs or troubleshooting browser issues, de-escalation isn't always explicitly taught. But it's the most rewarding because all of the tools in our toolbox for de-escalating customers—empathy and compassion, active listening, clear and concise communication—are the same tools we use to build relationships. Time spent de-escalating a customer is also time spent getting to know them, understanding their needs, and finding common ground. I've found that the customers I've had to help through difficult conversations trust my company more, invest in our product more substantially, and become the most vocal proponents of our offerings. ### Why Great Customer Service Isn't Just Important, It's a Necessity URL: https://supporthuman.cx/portfolio/why-great-customer-service-isnt-just-important-its-a-necessity/ Last updated: 2026-08-11T19:39:50.000Z As a seasoned customer support leader, the value of customer service is very clear to me. I've spent the last decade totally immersed in the practice and profession of serving and delighting customers, and I've been privileged to see how doing so leads to better products and healthier, longer-lasting companies. If there's one downside to all of that experience, though, it's that it's easy to assume that what's obvious to me is obvious to everyone. If you're a small business owner, a CFO, or an ecommerce ops manager, the importance of customer service to your business may not seem quite so clear. You've got a million other priorities, so it's natural that you'd have questions. Luckily, I've got answers, and I think it's time for business leaders to take another look. ### You Can Do Business With Hitler URL: https://supporthuman.cx/p/you-can-do-business-with-hitler/ Last updated: 2026-08-09T18:11:14.000Z You Can Do Business With Hitler 0:00 /2081 1× ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/23Jul24-Cover.png) Trump Photo By Gage Skidmore from Peoria, AZ, United States of America - Donald Trump, CC BY-SA 2.0, [https://commons.wikimedia.org/w/index.php?curid=52646574](https://commons.wikimedia.org/w/index.php?curid=52646574&ref=supporthuman.cx) You’ve probably heard the news, and if somehow you haven’t, I’m afraid I can’t be a refuge from it today: [President Joe Biden announced that he is ending his 2024 campaign for the presidency and has endorsed Vice President Kamala Harris as his successor.](https://www.theguardian.com/us-news/live/2024/jul/21/biden-drops-out-presidential-election?ref=supporthuman.cx) What this means for the upcoming election and our country remains to be seen. Regardless, the importance of this issue’s topic is unchanged. It’s pure coincidence that the main story for this issue is what it is, although I had planned for a much briefer commentary. I also planned to cover some other CX news and play Bad Job Bingo, but that will have to wait until later this week. Given the new political landscape we’re all going to have to navigate following President Biden’s announcement, addressing Tech’s embrace of Trump seems more urgent than ever. **\~\*\~** The intersection between Tech and politics is not new, nor is the flirtation between businessmen, despots, and fascism. “You can do business with Hitler” was a ubiquitous phrase in the 1930s, enough that Douglas Miller, the former Commercial Attaché at the United States Embassy in Berlin, felt the need to write his book [*You Can’t Do Business with Hitler*](https://www.amazon.com/You-Cant-Do-Business-Hitler/dp/B0006APKCM?ref=supporthuman.cx), arguing that [“American businesses should not be involved with Nazi Germany, as several infamously were.”](https://unwritten-record.blogs.archives.gov/2021/09/28/you-cant-do-business-with-hitler/?ref=supporthuman.cx) The extent to which American business facilitated the Nazi rise to power hasn’t so much been lost to time as it’s been deliberately forgotten to avoid dealing honestly with uncomfortable parallels in the present – not just in behavior, but in motive on the part of said businessmen. There’s been a flurry of reporting recently about Tech’s slow-burn romance with Donald Trump, and for good reason: earlier this month, [Elon Musk pledged to give $45 million a month to America PAC](https://www.nytimes.com/2024/07/15/us/politics/elon-musk-trump-super-pac.html?ref=supporthuman.cx), a pro-Trump super PAC also backed by the likes of the Winklevoss twins and Shaun Maguire of Sequoia Capital. He then endorsed [first Trump and then Trump’s pick for running mate, JD Vance](https://slate.com/business/2024/07/elon-musk-donald-trump-donation-republican-twitter-troll-meme-posts.html?ref=supporthuman.cx). [*404 Media*](https://www.404media.co/ai-maxers-thrilled-with-trumps-vice-president-pick-jd-vance/?ref=supporthuman.cx)[ reported on the flurry of excitement from AI techno-optimists over Vance’s selection](https://www.404media.co/ai-maxers-thrilled-with-trumps-vice-president-pick-jd-vance/?ref=supporthuman.cx) as a candidate for Vice President, and *Wired* published not one but two pieces on July 19th: [“The Inevitability of Big Tech Backing Trump,”](https://www.wired.com/story/dial-up-jared-clemons/?%5Fsp=9112507c-f068-40a3-b9e0-61d053c215a4.1721583207295&ref=supporthuman.cx) and [“Donald Trump and Silicon Valley's Billionaire Elegy.”](https://www.wired.com/story/donald-trump-and-silicon-valleys-billionaire-elegy/?ref=supporthuman.cx) That second piece particularly caught my eye because of its subject: the latest episode of The Ben & Marc Show, [“The Little Tech Agenda: Biden vs. Trump.”](https://podcasts.apple.com/us/podcast/the-little-tech-agenda-biden-vs-trump/id1713388101?i=1000662448093&ref=supporthuman.cx) The episode cover proclaims, “2024 Election: Time to Choose!” ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/The-Little-Tech-Agenda-Biden-vs-Trump-Ep-Cover-1.png) Credit: The Ben & Marc Show, "The Little Tech Agenda: Biden vs. Trump" - July 16, 2024 Well, if it is time to choose, I thought, then it is also time to remember. **\~\*\~** It will likely come as no surprise that I’m not a listener of The Ben & Marc Show. The episode in which Andreessen and Horowitz endorse Trump is actually the first time I’ve paid the podcast any attention at all, and honestly, it tells me all I need to know about it. However, I don’t believe in criticizing material I haven’t myself seen, so I did watch [all 1 hour, 31 minutes, and 10 seconds](https://www.youtube.com/watch?v=n%5FsNclEgQZQ&ref=supporthuman.cx) of what can only be described as self-absorbed, ahistorical nonsense from [Andreessen Horowitz](https://a16z.com/?ref=supporthuman.cx) (a16z) co-founders Marc Andreessen and Ben Horowitz. I won’t bother pointing out [why any number of the arguments they bandy about don’t make sense](https://www.wired.com/story/donald-trump-and-silicon-valleys-billionaire-elegy/?ref=supporthuman.cx). *Wired* Author Stephen Levy does a better job of that than I ever will. Not to mention that I find their claims about the harms to “Little Tech” so clearly absurd and self-serving on its face that it’s not worth wasting any more time on, given it’s coming from, again, the billionaire founders of a16z, a company with a portfolio of tech giants valued at, [to their own estimation](https://a16z.com/about/?ref=supporthuman.cx), $42 billion. What’s striking about this episode is not that Andreessen and Horowitz spend over 90 minutes desperately trying to contort themselves and Tech into victims in trying to justify their endorsement of Trump – these two white male billionaires in their expensively tailored suits sitting comfortably in what I can only assume is their very own private recording studio – nor that it ends up being exactly as ridiculous (and, at times, darkly funny) as it sounds. No, what’s striking is what they’re declaring out loud, and how it’s like a long-arriving, barely-decayed message from the past: You can do business with Trump. What’s also remarkable is that Andreessen and Horowitz themselves both repeatedly invoke American business involvement in World War II in their arguments for why “Little Tech” must be protected, even if those invocations are conveniently devoid of context and, through either ignorance or intention, misleading. > HOROWITZ: Well, and that strength was built through kind of little tech entrepreneurs like Thomas Edison, like Henry Ford, who kind of built these technologies and these companies and these manufacturing capabilities that ultimately help win us World War II and built the economy and so forth. These same entrepreneurs exist today or they're descendants, and these are the interests that we're concerned with and trying to protect. It’s interesting to me that they chose to mention Ford as an example of a “little tech entrepreneur” who helped us win World War II. There are times in the episode when Andreessen and Horowitz stop and prompt each other, so clearly they prepared their major talking points beforehand, but surely they didn’t intend to volunteer such an obvious parallel to the business industry’s past bad behavior. Surely they didn’t mean to conjure memories of the man [who printed a horrifically anti-semitic, conspiracy-laden weekly column in his newspaper](https://www.pbs.org/wgbh/americanexperience/features/henryford-antisemitism/?ref=supporthuman.cx) that he later had bound and distributed in a series of volumes called *The International Jew*. Surely they didn’t mean to reference that [“in 1938,](https://www.thenation.com/article/archive/ford-and-fuhrer/?ref=supporthuman.cx) long after the vicious character of Hitler’s government had become clear, Ford accepted the Grand Cross of the German Eagle, the Nazi regime’s highest honor for foreigners.” And surely they didn’t mean to remind us that Ford “[eagerly collaborated with the Nazis](https://www.thenation.com/article/archive/ford-and-fuhrer/?ref=supporthuman.cx),” setting up a company in Germany in 1931 in which Ford maintained a 52 percent share throughout the war and which [made roughly one-third of all trucks used by the motorized German Army](https://www.thenation.com/article/archive/ford-and-fuhrer/?ref=supporthuman.cx), [sometimes with slave labor](https://www.thenation.com/article/archive/ford-and-fuhrer/?ref=supporthuman.cx). **\~\*\~** Whatever they did or did not intend, it is certain that Andreessen and Horowitz know now about Trump what Ford Motors, IBM, General Motors, and [an uncomfortable number of other American companies](https://jewishcurrents.org/doing-business-with-hitler?ref=supporthuman.cx) knew about Hitler in the run-up to World War II. We can be certain of this because it has been extensively studied and documented in countless publications, but today I’ll primarily pull from two: [*All Honorable Men*](https://openroadmedia.com/ebook/all-honorable-men/9781504034906?ref=supporthuman.cx) (originally published in 1950) by James Stewart Martin[1](#note-1) and [“American Business and Germany, 1930-1941”](https://www.jstor.org/stable/445548?read-now=1&oauth%5Fdata=eyJlbWFpbCI6InN0ZXBoQHN1cHBvcnRodW1hbi5jeCIsImluc3RpdHV0aW9uSWRzIjpbXSwicHJvdmlkZXIiOiJnb29nbGUifQ&seq=12&ref=supporthuman.cx) (1962), an article published in *The Western Political Quarterly* by Gabriel Kolko.[2](#note-2) In *All Honorable Men*, Martin documents his team’s work in Germany to break up the German cartels that powered the Nazi machine and to investigate their ties to American industry in the aftermath of the war. In “American Business and Germany,” Kolko argues very persuasively *against* the idea that American and German business behavior before and during the war had no effect on the course of the war or its ultimate brutality. Here’s what Kolko had to say about what American business knew back then: > American business was conscious of the subservience of the German cartels to the Nazis and the remilitarization of Germany, if only because it often read about it in the business press. Fifty-three American companies were in some capacity connected with [I.G. \[Farben\]](https://en.wikipedia.org/wiki/IG%5FFarben?ref=supporthuman.cx) alone, and the assertion of Josiah E. DuBois, Jr., a leading lawyer in the Nuremburg cases, that "Farben scheming…had victimized most of them" is hardly sustained by the evidence. This is so not only because of the business press' coverage of German affairs, but because there is ample evidence that many of the major American industries knew directly of the relationship of the cartels to the Nazis from at least 1933 on. In July 1933, for example, a meeting between \[Du Pont vice-president and other executives\] and I.G. officials was reported to \[Du Pont's foreign relations department\]: > > *"The German gentlemen discussed the political situation in Germany, with particular reference to the positive position of the Government against the Jews. They also explained how* [*Herr Krupp*](https://en.wikipedia.org/wiki/Krupp%5Ffamily?ref=supporthuman.cx) *had developed a scheme whereby industry could contribute to the \[Nazi\] party organization funds…Interviews in general with I. G. Farbenindustrie were of a very pleasant nature, and indicated the closer cooperation which is manifest between Du Pont and that company."* As for Andreessen and Horowitz, we can be certain they know [Trump directed his supporters](https://www.npr.org/2021/02/10/966396848/read-trumps-jan-6-speech-a-key-part-of-impeachment-trial?ref=supporthuman.cx) to [attempt an insurrection against his own government](https://www.britannica.com/event/January-6-U-S-Capitol-attack?ref=supporthuman.cx); his speech doing so was key evidence in his second impeachment. We can be certain that they know Trump has illegally influenced American elections; [he’s the first and only former American president to be a convicted felon (34 times over)](https://apnews.com/article/trump-trial-deliberations-jury-testimony-verdict-85558c6d08efb434d05b694364470aa0?ref=supporthuman.cx). We can be certain they know Trump’s [created an environment of political violence](https://snyder.substack.com/p/political-violence) that [he himself has become a victim of](https://www.cnn.com/politics/live-news/election-biden-trump-07-13-24/index.html?ref=supporthuman.cx); he’s been recorded making promises that if he’s not elected, [“it’s going to be a bloodbath for the country.”](https://snyder.substack.com/p/the-bloodbath-candidate) But we can also be certain that Andreessen and Horowitz know Trump, because, like those Du Pont executives’ very pleasant meeting with those German gentlemen, they’ve met with him. They know his family. > HOROWITZ: And a quick background, Marc and I have both gotten to know the family, particularly Jared and Ivanka and their kids, Arabella, Joseph and Theo. And in fact, like Ivanka and the kids were just at my house. We went to see David Copperfield, all that. \[...\] > ANDREESSEN: We, Ben and I had dinner with the former president 10 days ago at Bedminster, his golf club in New Jersey, and had a three-hour dinner. And so, you know, we were really quite literally just with him and kind of got to know him as a person. It is abundantly clear to me that Andreessen and Horowitz’s endorsement of Trump is about building power and influence for themselves. Underneath all the name-dropping and brown-nosing of their political friends in the podcast are the bruised (and, in my opinion, panicked) egos of two men whose vast fortunes are not currying the power and favor with Democrats and President Biden’s administration to which they feel so entitled. > HOROWITZ: So we tried to meet with Gary Gensler, who's the... So he's the chair of the SEC. He's running this campaign against crypto. > > We're the largest crypto investors, or largest blockchain investors in the world. And we've requested meetings with him at least a half a dozen times. I even was able to get in contact with his office mate at MIT who said, surely Gary will meet with you. > > It's so important that he meets with you. You know all these things. And he couldn't get us the meeting. > > He was appointed by all accounts, not really by Joe Biden, but by Elizabeth Warren, who refuses, similarly refuses to meet with us. The only senator who has refused to meet with us. And then of course we have been unable to get a meeting with the president himself. I’ve noted, and will continue to note, the close relationship between American businessmen and Nazi industry and Hitler’s government, but the relationship between Germany’s industry and the Nazi government is just as instructive on this point. For an illustrative example, consider this interesting context Martin provides about the calculated and mutually beneficial relationship between Hitler and German industrialists in the interwar period: > Prewar movies had pictured the goose-stepping Nazis as the absolute masters of Germany. Hitler had only to command and the most powerful of the pre-Nazi potentates would snap to obey — or else. Our poking about in the Villa Hiigel and questioning of Alfried Krupp and his works managers erased that impression. Adolf Hitler and his Party had never been allowed quite to forget that they had depended upon the industrialists to put them in office, and that in the future they could go further with the industrialists’ help than without it. In the earlier days of the Third Reich, Hitler never made a major decision without being sure in advance that he had the backing of the Krupps and the other Ruhr and Rhineland industrialists. Before he embarked on his big purge and reformation of the Nazi Party in July 1934, Hitler went first to the Villa Hiigel for a long conference. It would be more honest and expedient if we stopped allowing Andreessen and Horowitz to hide behind the pretense of caring about “Little Tech” or the “Second American Century” (which, by the way, is such an [America First](https://en.wikipedia.org/wiki/America%5FFirst%5FCommittee?ref=supporthuman.cx)\-sounding end to their "Little Tech Agenda" that I can’t help but wonder if it’s an intentional dog whistle to the far right). If they care at all about startups or about continued [“American technology, economic, and military leadership,”](https://a16z.com/?ref=supporthuman.cx) it’s only because those are excellent avenues for their own enrichment, both in a business sense and a personal sense, and they’ve correctly identified Trump as being the most expedient pathway to that enrichment. This is well-tread ground. > The IG Farben New Order plan was initiated by the Farben management, acting on its own, to show the German High Command how the corporate expansion of IG Farben as a business proposition could be geared in with the interests of the German government in establishing German power all over the world. This close identity between the business interests of the company and the national interests of Germany was not accidental. It was the result of over twenty years of close working between the management of German industry and the German government. > > Under this working arrangement, the laws of Germany had been gradually modified to give more and more assistance to the growth of organizations like IG Farben. Special tax concessions favoring the growth of combines \[monopolies\], modifications of the corporation law to give management a free hand, government subsidies for special projects, all strengthened the position of the combines in a geometric progression as their size increased. In return, the greater size and weight of the combines made them a more and more powerful instrument of German policy abroad. (Martin, 2016) **\~\*\~** Every time I came back to *All Honorable Men* while I was researching this piece, I was struck by the prescience of Martin’s insights. Martin is obviously writing from two very different but intertwined viewpoints: that of an investigator who’d been on the ground in barely post-war Germany to break up cartels and trying (and ultimately failing) to hold those cartels accountable; and that of a civil servant who’s had just enough time to gather some perspective on the U.S. government’s failures in its mission there. But truly, he could just as easily be remarking on the state and motivations of American business today. As an illustration, take this absurd statement: > HOROWITZ: And it's gonna be tough, and I wish it wasn't this way. I wish it wasn't so drastic, and I wish we didn't have to pick a side, because we're generally bipartisan. And put it together with this bit from [“The Little Tech Agenda,”](https://a16z.com/?ref=supporthuman.cx) which is currently on the home page of a16z’s website: > Little Tech is our term for tech startups, as contrasted to Big Tech incumbents. > > Little Tech has run independent of politics for our entire careers. But, as the old Soviet joke goes, ‘You may not be interested in politics, but politics is interested in you.’ \[...\] > > Our political efforts as a firm are entirely focused on defending Little Tech. We do not engage in political fights outside of issues directly relevant to Little Tech. Now read this account of Martin’s interview with [Baron Georg von Schnitzler](https://en.wikipedia.org/wiki/Georg%5Fvon%5FSchnitzler?ref=supporthuman.cx), a board member of [IG Farben](https://en.wikipedia.org/wiki/IG%5FFarben?ref=supporthuman.cx) who had worked closely with businesses in the U.S. during World War II: > But actually in his own mind he need not have seen any inconsistencies between his post as an ‘unpolitical’ businessman who did not want to know about “government” business–poison gas, slave labor, Auschwitz and all that–and his record of steady contributions of at least $40 thousand a year to “Sonderkonto \[special account\] S.” In his own way he was speaking of a world in which one makes the necessary contributions to “causes” without feeling personally involved at all. This is also not new, but it’s important to say it explicitly: Andreessen and Horowitz may claim that they see themselves as bipartisan, but what they really are is amoral. They’ve lost all connection with the real-world consequences of their actions and speech because their billions—thus far—have protected them from accountability. And I can’t help but believe that Andreessen and Horowitz know this on some level, or they wouldn’t be trying so hard to justify themselves to their friends, family, and employees. > HOROWITZ: And the last thing I wanted for the firm, for our employees, for the companies we invest in and so forth, was us to be involved in this because it gets very emotional. It's tough, but like, we literally, like the future of our business, the future of technology, new technology and the future of America is literally at stake with some of these, I just say like really misguided and difficult policies. So here we are. > > And for a little tech, we think Donald Trump is actually the right choice. And sorry mom, she's gonna be, I know you're gonna be mad at me for this, but like we had to do it. And, just – my god, how difficult it must be for them to take this utterly unprincipled position. Let’s everyone spare a moment for these poor billionaires doing something no one is forcing them to do. Okay, moment over. If they were oblivious to their own power and privilege, they wouldn’t be bending over backward to explain to us little people exactly what kind of politics *really* matters, because otherwise they would have to contend with something the rest of us contend with every day: the reality that living in this country is inherently political and those politics are a matter of life and death. We don’t get to ignore literally every other thing about Trump that is inconvenient to our morality or business interests, because any one of those things is liable to hurt us, maybe even kill us. All of the facts I laid out about Trump above have to do with the threat he poses to democracy, but that’s not all he’s known for. [He’s a proven sex abuser.](https://apnews.com/article/trump-rape-carroll-trial-fe68259a4b98bb3947d42af9ec83d7db?ref=supporthuman.cx) He’s virulently [racist](https://www.theatlantic.com/magazine/archive/2019/06/trump-racism-comments/588067/?ref=supporthuman.cx) and [anti-semitic](https://www.washingtonpost.com/politics/2022/10/17/trump-history-antisemitic-tropes/?ref=supporthuman.cx) and [transphobic](https://www.advocate.com/politics/donald-trump-convention-speech?ref=supporthuman.cx) and [xenophobic](https://www.vox.com/2016/7/25/12270880/donald-trump-racist-racism-history?ref=supporthuman.cx). None of that matters to Andreessen or Horowitz, because it doesn’t have to matter. They can make the necessary contributions to causes without feeling personally involved at all. The outcomes and consequences of Andreessen and Horowitz’s actions on other people and the country as a whole are as immaterial to them as it was to the American businessmen who helped the Nazi government flourish: > “It is almost superfluous to point out that the motives of the American firms bound to contracts with German concerns were not pro-Nazi, whatever else they may have been. \[...\] Their consciousness of the world crisis was not that of the business press’, and to the extent that they were aware of the political implications of the German cartels they could not or chose not to see the direct relevance of their own actions to larger patterns and relationships. > > \[...\] General Motors' involvement in Germany's military preparations was the logical outcome of its forthright export philosophy of seeking profits wherever and however they might be made, irrespective of political circumstances. In April 1939, Alfred Sloan, Jr., chairman of the G.M. Board, summarized this philosophy in a letter to a stockholder: > > *“…to put the proposition rather bluntly, such matters should not be considered the business of the management of General Motors. According to my belief, it should subscribe to that philosophy, or else it should not do any export business at all. I will go so far as to say, if it did not subscribe to that philosophy it could not do any export business, or any to amount to anything…* > > *... an international business operating throughout the world, should conduct its operations in strictly business terms, without regard to the political beliefs of its management, or the political beliefs of the country in which it is operating.”* > > By April 1939, G.M. had applied its credo to its fullest limits, for Opel, its wholly owned subsidiary, was (along with Ford) Germany's largest tank producer. > > \[...\] The details of additional American business involvement with German industry fill dozens of volumes of government hearings. \[...\] American business' participation in them was motivated by a fear of international economic competition and unpredictability. Germany's involvement, especially after 1933, was primarily political in purpose. When American industry was not motivated by a dislike of instability, its connections with Axis industry were stimulated by a desire for profit. > > As a Dow Chemical Company spokesman put it, "we do not inquire into the uses of the products. We are interested in selling them.” (Kolko, 1962) **\~\*\~** Of course, the parallels between Andreessen and Horowitz and the business interests powering the Nazi war machine don’t end here, but really, nothing beyond this matters: > Propaganda has been turned out in an effort to convince people that the industrialists who backed the Hitler coup did not realize they were opening a Pandora's box. We are to believe that the troubles they set loose plagued them no less than the rest of mankind. On the contrary, from all that we could gather in talking with German industrialists, the big-industry group in Germany regrets the Hitler period only because the Nazis lost the war. (Martin, 2016) Andreessen and Horowitz know exactly what they’re doing and why they’re doing it. It has nothing to do with preserving the future of Tech or America and everything to do with preserving their bottom line. If Trump comes back to power with their help and people get hurt ([as Trump has promised](https://www.citizensforethics.org/reports-investigations/crew-investigations/trump-has-threatened-dozens-of-times-to-use-the-government-to-target-political-enemies/?ref=supporthuman.cx)), Andreessen and Horowitz will not only be fine, but they’ll be standing in line to make a profit off it. If Trump fails to come back to power despite their help and people get hurt ([as Trump has promised](https://www.cnbc.com/2024/03/16/trump-says-there-will-be-bloodbath-if-he-doesnt-get-elected-in-november-as-he-campaigns-for-gops-bernie-moreno-in-ohio.html?ref=supporthuman.cx)), Andreessen and Horowitz will regret it only insofar as they couldn’t find a way to benefit from it. **\~\*\~** In the end, Martin wrote *All Honorable Men* precisely because his mission to break up the cartels and hold them accountable failed. They succeeded in dismantling only one cartel: IG Farben. The rest were, if not exactly preserved, at least left alone thanks to close ties with American and other Western industry, and thanks to [America’s hopes that Germany could be rebuilt in time to aid the West in the rising conflict with Russia and communism.](https://jacobin.com/2022/10/nazi-billionaires-businesses-denazification-de-jong-interview?ref=supporthuman.cx) The Nuremberg trials involving German industrialists were largely a mixed bag. In the [IG Farben trial](https://en.wikipedia.org/wiki/IG%5FFarben%5FTrial?ref=supporthuman.cx), 24 employees were indicted; of the 23 who made it to trial, 10 were acquitted and 13 were convicted. No one was given a sentence longer than 8 years, and all of the convicted were given credit for time already served. Alfried Krupp, whose family company supplied weapons and other supplies to the Nazis, [was sentenced to 12 years in prison](https://en.wikipedia.org/wiki/Krupp%5Ftrial?ref=supporthuman.cx). [He’s quoted to have said in 1947:](https://en.wikipedia.org/wiki/Alfried%5FKrupp%5Fvon%5FBohlen%5Fund%5FHalbach?ref=supporthuman.cx) > The economy needed a steady or growing development. Because of the rivalries between the many political parties in Germany and the general disorder there was no opportunity for prosperity. ... We thought that Hitler would give us such a healthy environment. Indeed he did do that. ... We Krupps never cared much about \[political\] ideas. We only wanted a system that worked well and allowed us to work unhindered. Politics is not our business. Krupp was released after serving just 3 years and his wealth was eventually returned. **\~\*\~** Martin was understandably angry about what he perceived as deliberate sabotage on the part of American businessmen in breaking up Nazi cartels. His anger hums through every page of *All Honorable Men*. But he was incensed to action, not complacency, and his insights stands as a guidebook for dealing with the Andreessens and Horowitzes of our world: > Our government could not muster the determination and constancy of purpose to match the dogged persistence of the fraternity brothers. \[...\] Yet these powerful corporations which were able to frustrate the intentions of our government derive their powers by consent of the government. The government cannot shirk its duty of preventing corporate power from mucking about freely in our lives. Busting monopolies, holding CEOs accountable for the damage their companies have done to lives and the environment, backing labor, and yes, regulating the risks and excesses of new technologies like crypto and AI. All the things that are currently causing Andreessen and Horowitz to soil themselves and pant after [a dangerous, wannabe dictator](https://newrepublic.com/article/184076/trumps-alarming-new-rant-praising-dictators-shows-media-failing-us?ref=supporthuman.cx)? It should keep doing that. It’s working. > The ecopolitical masters of Germany boosted Hitler and his program into the driver's seat at a time when the tide in the political fight between the Nazis and the supporters of the Weimar Republic was swinging against the Nazis. All of the men who mattered in banking and industrial circles could quickly agree on one program and throw their financial weight behind it. Their support won the election for the Nazis. > > We must assume that the same thing is not yet true in the United States. We do have economic power so concentrated that it would lie in the power of a group of not more than a hundred men — if they could agree among themselves — to throw the same kind of combined economic weight behind a single program. They have not agreed yet. > > \[...\] If the United States should run into serious economic difficulties, however, most of the conditions for a re-enactment of the German drama would already exist on the American stage. The slight differences within the camp of the fraternity then may be the only real barrier to the kind of integration of the financial and industrial community behind a single repressive program, like that which the financiers and industrialists of Germany executed through Hitler. For all that we wish it wasn’t true (and you know how much I do, considering I’ve just devoted 4500 words to saying so), corporations have enormous power. An outsized and irresponsible amount of power, some might say. (Me. I say.) And yet – Big Business has a role to play here. If you, Joe and Jane CEO, Bob and Betty Billionaire have the power to throw around, you have a civic duty to throw it behind our Republic and the Democratic Party’s candidate for the presidency in 2024. If not for the good of the country, do it for self-preservation. Not everyone in the Nazi party was lucky enough to be an Alfried Krupp; [some didn’t even make it to the start of the war.](https://www.britannica.com/event/Night-of-the-Long-Knives?ref=supporthuman.cx) But really, do it for the country. > Our job now is to prepare for a future crisis before it happens. \[...\] \[W\]e have to reassert public goals in the United States which will prevent the already apparent concentration of economic power in our own country from reaching the end it did in Germany. You don’t have to be like Andreessen and Horowitz and Ford and Krupp, hiding behind excuses and a perverse love for the country they’d really only love to dismantle and sell for spare parts. Character doesn’t inevitably evaporate with the application of wealth like the sun to water. That’s up to you. **\~\*\~** At the beginning of *All Honorable Men*, an exhausted Martin asked why things had happened as they did. By the end, he had his answer. > The moral of this is not that Germany is an inevitable menace, but that there are forces in our own country which can make Germany a menace. And, more importantly, they could create a menace of their own here at home, not through a deliberate plot to bring about a political catastrophe but as a calm judgment of "business necessity." The men who would do this are not Nazis, but businessmen; not criminals, but honorable men. **\~\*\~** There’s one last thing I want to say, and it’s this: there’s no point in talking about any of this if there’s nothing we can do about it. > The danger we now face is of a passage from the politics of inevitability to the politics of eternity, from a naive and flawed sort of democratic republic to a confused and cynical sort of fascist oligarchy. The politics of inevitability is terribly vulnerable to the kind of shock it has just received. When something shatters the myth, when our time falls out of joint, we scramble to find some other way to organize what we experience. The path of least resistance leads directly from inevitability to eternity. If you once believed that everything always turns out well in the end, you can be persuaded that nothing turns out well in the end. If you once did nothing because you thought progress is inevitable, then you can continue to do nothing because you think time moves in repeating cycles. That’s a passage from [Timothy Snyder’s](https://timothysnyder.org/?ref=supporthuman.cx) book, *On Tyranny: Twenty Lessons from the Twentieth Century*,[3](#note-3) and I’m sharing it because, if you’re still reading at this point, I don’t want to leave you with the impression that there’s nothing we can do as regular people to counteract profit- and power-hungry billionaires like Andreessen and Horowitz. First, it’s dangerous; apathy and learned helplessness only help Andreessen and Horowitz and Trump get what they want, which for Trump is unlimited power and, for Andreessen and Horowitz, is as much access to that power as their money can buy. Secondly, it’s just not true. > Both of these positions, inevitability and eternity, are antihistorical. The only thing that stands between them is history itself. History allows us to see patterns and make judgments. It sketches for us the structures within which we can seek freedom. It reveals moments, each one of them different, none entirely unique. To understand one moment is to see the possibility of being the cocreator of another. History permits us to be responsible: not for everything, but for something. (Snyder, 2017) We have to be responsible for what we can be. We must vote. Not only must we vote, but we must vote for whoever is the Democratic Party’s nominee for president. We cannot be divided on this – there is yet no force more powerful in this country than the power of citizens voting together. There is also no alternative. No one is coming to save us but us. We must vote as if this is the last election we’ll ever have. Otherwise, it might be. **\~\*\~** You know me, you know I don’t like leaving on a low note. Or maybe it’s not a low note so much as an anxious one. I know how hard it is right now to be hopeful, but [hope is a skill](https://www.tumblr.com/wonderwyrm/723946755520102400/hope-is-a-skill-hope-is-a-weapon-you-are-trained?ref=supporthuman.cx). You have to practice, and I have something I think will help. At least, it helped me. When I was researching this piece, I came across [a 1984 PBS interview](https://www.thirteen.org/openmind-archive/history/americas-reluctant-optimist/?ref=supporthuman.cx) with a man named [Leo Cherne](https://en.wikipedia.org/wiki/Leo%5FCherne?ref=supporthuman.cx). Cherne himself was a businessman; he’d worked with the U.S. government during World War II to mobilize industry in support of the war and was part of the effort to rebuild Japan’s economy after the war ended. He was a guest on Richard Heffner’s Open Mind because he was being awarded the Medal of Freedom for his work with the International Rescue Committee, but hardly any of the interview was about that. Instead, the majority of the interview was about how Cherne managed to be a realist while retaining his optimism. I don’t even remember how I came across it, but it’s a great interview, and I want to end with my favorite quote from it: > There is a chronic failing in the American people which curiously enough gives me a great deal of encouragement. We have always been incapable of meeting a challenge when you would think a dummy would perceive it. We are always too late, always too little. But when the challenge is unmistakable, it is perfectly extraordinary how we turn around and, at least in the past, have somehow or other succeeded, prevailed. Go prevail. Go vote.[4](#note-4) 1. Martin, J. S. (2016). All honorable men. Open Road Integrated Media, Inc. This really is a worthwhile read - it's relatively short and written in plain language. Also, the publisher has the ebook version on sale right now for $2.99, so it's very affordable, too. 2. Kolko, G. (1962). American business and Germany, 1930-1941\. The Western Political Quarterly, 15(4), 713-728\. [https://doi.org/10.2307/445548](https://doi.org/10.2307/445548?ref=supporthuman.cx) 3. Snyder, T. (2017). On tyranny: Twenty lessons from the twentieth century. Tim Duggan Books. 4. Special thanks to Brian Levine, whose feedback on this piece was crucial to it ending properly. ^ ### Director, Support Operations URL: https://supporthuman.cx/jobs/director-support-operations/ Last updated: 2026-08-07T22:11:59.000Z ## [Quince](https://www.linkedin.com/company/onequince/life/lifeatquince/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** No Careers page as far as I can tell, which makes my spidey sense start tingling. > The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. LOL. Why am I always right. (This is the opening sentence!) > The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Y'all. I have concerns. I have many, many concerns. > Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed Why does this sound like "decision-making is intentionally distributed to ensure blame is deferred"? > where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers. Honestly, this sounds like a nightmare. > The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. Love the buzzword soup! (Unusually, I'm on the fence about whether this job description was written by AI. I think AI might have been used to draft, and then the draft was edited. Which is better than just copying and pasting wholesale, but I think more editing probably would have been wise.) > They will be energized to help build a category-defining company in a still-evolving space. If you've been taking a shot every time they exclaim you should be energized by something, you are already drunk and we haven't even gotten out of the introduction. > Partner with Quince Finance to accurately forecast our customer service needs on a rolling 8-week basis > Build a staffing solution that matches our forecasted ticket arrival patterns to our workforce schedule > Ensure we hit our daily, weekly, and monthly service level targets across our email, chat, phone, and social support channels, down to the 15-minute interval To be fair, they do say this is a Support Operations role. They are very clear about that. And yet: Yikes. > Lead our real-time analytics team, managing and monitoring our support operation 24/7/365 I think they probably mean the Analytics team is monitoring 24/7/365\. Probably. Maybe. I hope. > Partner with team and company-level stakeholders to ensure we hit the business inputs needed to achieve our annual cost plan Is the company in trouble? Because it kind of sounds like the company is in trouble. So there's a lot to unpack here. As the BJB Shitposting Focus Group pointed out, they're likely growing way faster than their service capacity and struggling to figure out what to do next. This could be an ideal environment for some folks – stepping into the whirlwind and calming the weather. Just be clear that that's what you want to do; this seems like a category 5 hurricane. [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Director, Support Operations](https://www.linkedin.com/jobs/view/3906884099?ref=supporthuman.cx) **About the job** **OUR STORY** Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. OUR VALUES EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices. QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards. WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life. WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors. ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal. FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness. **OUR TEAM AND SUCCESS** Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc. **THE IDEAL CANDIDATE** The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers. We are seeking a dynamic and experienced individual to lead our growing customer service operations and workforce as the Director, Support Operations. The ideal candidate is a top-tier business operator, with a strong analytical toolkit, the ability to solve complex problems from first principles, and a deeply-rooted bias for action. They will be adept at working with senior, cross-functional partners to drive substantial, ongoing improvement in our business. They will be energized to help build a category-defining company in a still-evolving space. And they will be able to work mostly autonomously in the relentless pursuit of their goals. **Responsibilities** - Lead our growing customer service operations and workforce. Ensure we properly forecast for, hire, staff, and manage a high-performing customer service team, meeting both our desired service levels and budget targets - Partner with Quince Finance to accurately forecast our customer service needs on a rolling 8-week basis - Build a staffing solution that matches our forecasted ticket arrival patterns to our workforce schedule - Ensure we hit our daily, weekly, and monthly service level targets across our email, chat, phone, and social support channels, down to the 15-minute interval - Surface and resolve gaps in team productivity, including shrinkage, utilization, and occupancy misses - Lead our real-time analytics team, managing and monitoring our support operation 24/7/365 - Partner with team and company-level stakeholders to ensure we hit the business inputs needed to achieve our annual cost plan - Build a scalable service model that can flex to accommodate the seasonal ramp in our business - Experiment with novel service models to deliver luxury levels of personalization and care at scalable levels of efficiency **Qualifications** - You have both leadership experience within a top-tier CX organization as well as demonstrated success as a business generalist - You have a sharp analytical toolkit, and are able to frame problems, gather data, and run basic, accurate analysis, independently - You have an ability to solve complex operating problems from first principles, typically getting deep into data and/ or the physical world to find root causes - You are an owner; someone who is relentless in the pursuit of their goals - You are comfortable working as an individual contributor, and are able to go from creating a strategy at 30,000 ft to implementing it on the ground at 3 ft - You have a track record of partnering across large, complex organizations to achieve your objectives - You have an innate bias to action, moving quickly to do today what could be put off until tomorrow - You iterate, working to improve 1% everyday - You’re an excellent verbal and written communicator, able to share complex updates and learnings succinctly and quickly - You have strong knowledge of existing workforce technology solutions including NICE, Verint, Playvox or other - You have partnered and staffed with top-tier global customer service BPOs Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know. **Security Advisory: Beware of Frauds** At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means. ### Community Manager URL: https://supporthuman.cx/jobs/community-manager/ Last updated: 2026-08-07T22:12:00.000Z ## [Medium](https://medium.com/jobs-at-medium/work-at-medium-959d1a85284e?ref=supporthuman.cx) | $100,000-$150,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The Careers page is straightforward, run-of-the-mill tech company fare. This seems like a somewhat hybrid role between standard Community work and Support work, which I always enjoy seeing. Given the duties, I do wish this were a more senior title, although the pay is great regardless. > Enthusiasm for building something new, coming up with new ideas, and working autonomously. You know how to engage communities and you have new ideas to bring to Medium that you’ll launch and oversee. I like the way they phrased this – a thoughtful alternative to the lazy and boring "must work independently." > Proven ability to work collaboratively in a fast-paced, team-oriented environment. Man, we were so close to avoiding the standard job cliches! > Strong analytical and problem-solving abilities, with a product- and systems-thinking mindset. You know what, this is also a nice break from the "high intelligence" bullshit I so often see in job descriptions. I know exactly what they're asking for and therefore can ascertain \*why\* they're asking for it. > Working with a fully distributed team: We’re totally remote and have teammates across the U.S. & France Sing it with me: this is not a benefit! [Newsletter Issue](https://www.newsletter.supporthuman.cx/p/18aug24-exit-pursued-by-a-bear?ref=supporthuman.cx) --- ### Original Job Description: [Community Manager](https://medium.pinpointhq.com/en/postings/3be19261-cd67-4e15-8c17-d88aa2f1a46d?ref=supporthuman.cx) Everyone has a story to tell. Medium is the place for stories to take shape and take flight. We believe that what you read and write matters, and we’re building a place that rewards depth, nuance, and time well spent over clicks and sensationalism. Over 100 million people connect and share their wisdom on Medium every month — and we’re growing! Our mission is to deepen our collective understanding of the world through the power of writing. As the Community Manager, you'll serve as Medium's liaison to writers and editors by providing community support, distributing content, and fostering engagement. Your efforts will build Medium's presence and trust among the people using our platform. You will offer clear guidance and support to our writers and editors, collaborate with specific groups—for instance, the editors in the Boost Nomination Pilot program—and oversee our off-platform communities and social media. Your aim will be to create a positive and engaging atmosphere where writers feel appreciated and connected, but moreover where they feel they can succeed in sharing their insights and connecting with an audience. **Key Responsibilities** - **Community Building and Communications:** Develop and implement strategies to create a thriving community for Medium users, particularly writers and editors. In collaboration with our product marketing team, you’ll organize events, webinars, and activities to engage and connect writers. You’ll communicate regularly with the community through emails and blog posts. You’ll also look at ways to use other tools, like Slack or Discord, to build out the Medium writer community. This will include outreach and recruitment for publication programs. - **Support and Clarity:** Provide clear and timely support to writers, addressing their concerns and questions. Create resources and guides to help writers navigate our platform effectively. Address policy issues (and, on occasion, enforcement) with grace. - **Specific Communities:** Work with distinct writer and editor communities, understanding their unique needs and providing tailored support and engagement. - **Social Media Management:** Oversee our social media channels, creating and curating content that resonates with our writer community. Engage with writers on social platforms to build a strong online presence. - **Feedback Loop:** Collect feedback from writers and communicate their needs and suggestions to the broader team. Collaborate with product and development teams to enhance the writer experience based on community insights. **Skills, Knowledge and Expertise** - 3-5 years of experience in community management, support, writing, editing, or a related field. - Deep understanding of Medium’s platform or other user-generated content platforms Strong track record of managing communities - Enthusiasm for building something new, coming up with new ideas, and working autonomously. You know how to engage communities and you have new ideas to bring to Medium that you’ll launch and oversee. - Exceptional storytelling, writing, and editing skills, with the ability to craft compelling messages for different audiences. - A strong understanding of the digital publishing landscape and the needs of writers, editors, and readers. - Proven ability to work collaboratively in a fast-paced, team-oriented environment. - Strong analytical and problem-solving abilities, with a product- and systems-thinking mindset. - Experience with Slack, Discord, or similar communication tools. - Passion for writing and supporting writers. **Benefits** In addition to the new skills you'll pick up, here's what else you'll enjoy by working at Medium: - Working with a fully distributed team: We’re totally remote and have teammates across the U.S. & France - Generous benefits that support your wellness and professional development 100% covered - Medical benefits for employees and 70% for dependents - Parental Leave & additional Family Support (Cleo) - Mental health support through Talkspace - Stipends for Wellness, Learning and your home office/wifi - Unlimited PTO and standard company holidays **About Medium** Medium is a home for human stories and ideas. We believe that what you read and write matters. Words can divide or empower us, inspire or discourage us. In a world where the most sensational and surface-level stories often win, we’re building a system that rewards depth, nuance, and time well spent. A space for thoughtful conversation more than drive-by takes, and substance over packaging. Ultimately, our goal is to deepen our collective understanding of the world through the power of writing. ### Customer Experience URL: https://supporthuman.cx/resources/customer-experience-course/ Last updated: 2026-08-07T22:12:02.000Z **Website:** [Customer Experience Course, Digital Marketing Institute](https://digitalmarketinginstitute.com/students/short-courses/customer-experience?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Self-paced, Online **Price:** $445 (lump-sum or installments) --- ## Customer Experience Course Overview With a focus on career-ready learning, and delivered through a blend of essential reading, case studies and useful toolkits, this course will quickly make you familiar with the core principles and best practices of Customer Experience. **↗**4 Interactive Modules. **↗**Associate Level Certification. **↗**8 Hours self-paced learning content. **↗**FREE DMI Membership included. **↗**Practical Toolkits and Templates. ##### Key skills and competencies you will gain - Customer Experience - Customer Personas - CX Basics - Agile Thinking - Designing for CX - Strategic Thinking - Metrics and Performance ### Gain Grow Retain Blog URL: https://supporthuman.cx/resources/gain-grow-retain-blog/ Last updated: 2026-09-10T20:15:00.000Z **Website:** [Gain Grow Retain Blog](https://gaingrowretain.com/kb/blog?ref=supporthuman.cx) **Publisher:** Community **Subscription:** Free --- Collection of Customer Success blog topics to help you strengthen your skills. ### Gain Grow Retain Community URL: https://supporthuman.cx/resources/gain-grow-retain-community/ Last updated: 2026-08-08T00:05:36.000Z Platform: Higher Logic **Platform:** [Web](https://gaingrowretain.com/?ref=supporthuman.cx) (Higher Logic), Events **Website:** [Gain Grow Retain](https://gaingrowretain.com/?ref=supporthuman.cx) **Price:** Free --- Gain Grow Retain is a free, open community for Customer Success leaders in B2B SaaS organizations. This community is designed to support leaders of all organizations to get access to direct, actionable support from their peers. We want to facilitate best practice discussion, helping to tease out what organizations big and small are implementing to better serve their customers. To catch a diverse group of individuals, we're delivering content through our Online Community Platform, our Podcast and Our Weekly Leadership calls. ### Gain Grow Retain Job Board URL: https://supporthuman.cx/resources/gain-grow-retain-job-board/ Last updated: 2026-09-10T19:57:21.000Z Website: [Gain Grow Retain Job Board](https://jobs.gaingrowretain.com/?ref=supporthuman.cx) **\*Membership required to view jobs.** Gain Grow Retain is a free, open community and job board for Customer Success leaders in B2B SaaS organizations. This community is designed to support leaders of all organizations to get access to direct, actionable support from their peers. We want to facilitate best practice discussion, helping to tease out what organizations big and small are implementing to better serve their customers. To catch a diverse group of individuals, we're delivering content through our Online Community Platform, our Podcast and Our Weekly Leadership calls. ### The Community Roundtable Network URL: https://supporthuman.cx/resources/the-community-roundtable-network/ Last updated: 2026-08-08T00:05:36.000Z Platform: Higher Logic **Platform:** [Web](https://network.communityroundtable.com/home?ref=supporthuman.cx) (Higher Logic), Events **Website:** [The Community Roundtable](https://communityroundtable.com/?ref=supporthuman.cx) **Price:** $1,995 per year --- The Network is the the world's most trusted private, confidential membership organization for people leading the online community, collaboration, and change management efforts at global organizations. Since 2009, we've connected global online community professionals with the peers, ideas, programming, and research they need to excel in their roles building innovative and effective online programs. ### Quick Learn: Storytelling with Metrics URL: https://supporthuman.cx/resources/quick-learn-storytelling-with-metrics/ Last updated: 2026-08-08T00:05:27.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/138?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $99 --- Effectively communicating the metrics is critical to supporting community growth and and sharing the business impact of your online community program. Being able to craft a compelling narrative from numbers is a powerful way to secure additional support and resources for your community. In this self-paced course you will learn how to turn numbers into narrative. (Estimate learning time is 22 minutes.) This course is comprised of three parts with interactive components in each. By the end you’ll have an understanding of what metrics provide a strong foundation for constructing a narrative, and what to do when that foundation isn’t strong enough. This course is for anyone who works with an online community program who looking to improve their reporting skills, and better understand how metrics can inform their community strategy. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Quick Learn: Picking your Platform URL: https://supporthuman.cx/resources/quick-learn-picking-your-platform/ Last updated: 2026-09-10T20:23:00.000Z Format: Course Website: [The Academy](https://thecracademy.talentlms.com/catalog/info/id:144,cms%5Ffeatured%5Fcourse:1?ref=supporthuman.cx) Price: $99 Finding the right technology for your online community program is critical for the long-term success of your initiatives. In this self-paced course you will learn about the importance of, and how to, pick the right platform for your community. (Estimate learning time for this course is 19 minutes.) This course is comprised of three parts with interactive components in each. By the end you’ll have an understanding of what purpose your platform serves, the steps to picking one that will help your community succeed, and develop your own personal platform checklist. This course is for anyone who want guidance in launching or migrating their online community program. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Quick Learn: Operating Engagement Levers URL: https://supporthuman.cx/resources/quick-learn-operating-engagement-levers/ Last updated: 2026-08-08T00:05:28.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/142?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $99 --- Online engagement can be a constant struggle for any type of online community program. In this self-paced course you will learn how to leverage different engagement factors for increased and more effective online engagement. (Estimated learning time is 22 minutes.) This course is comprised of three parts with interactive components in each. By the end, you’ll have an understanding of what factors influence engagement, and how to use them to your advantage. This course is designed for anyone looking to deepen their understanding of online engagement, and leverage that knowledge to benefit your programs. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Quick Learn: Developing a Playbook URL: https://supporthuman.cx/resources/quick-learn-developing-a-playbook/ Last updated: 2026-08-08T00:05:29.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/140?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $99 --- In this self-paced course you will learn why and how you should develop a playbook for an online community program. (Estimated learning time for this course is 20 minutes.) This course is comprised of three parts with interactive components in each. By the end you’ll have an understanding of what type of playbook you need, the steps to develop one, and how to audit it for efficiency. This course is for anyone who want to mature their community or communications programs policies, strategy, and tools. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Quick Learn: Cultivating Community Leadership URL: https://supporthuman.cx/resources/quick-learn-cultivating-community-leadership/ Last updated: 2026-08-08T00:05:29.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/143?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $99 --- In this self-paced course you will learn about the role of community leadership programs within a community, and the different forms they can take. Community leadership programs are commonly called MVP, superuser, and advocacy programs. (Estimated learning time is 24 minutes.) This course is comprised of three parts with interactive components in each. By the end, you’ll have an understanding of the benefits of a community leadership program, the considerations to make when launching one, and develop your own community leadership launch plan. This course is for anyone whos want guidance in developing a community leadership program or revamping an existing community leadership program. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Quick Learn: Community Skills Framework URL: https://supporthuman.cx/resources/quick-learn-community-skills-framework/ Last updated: 2026-08-08T00:05:29.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/145?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $99 --- In this self paced course you will learn about The Community Roundtable’s Community Skills Framework™ to better understand the possible responsibilities of a community manager. (Estimated learning time is 19 minutes.) This course is comprised of three parts with interactive components in each. By the end you’ll have an understanding of the five sections of the skills framework, how these skills show up in the daily activities of a community manager, and how you can audit yourself and your team using this framework. This course is designed for community professionals who want to identify skill areas to grow in, and understand the needs of their community. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Quick Learn: Building a Roadmap URL: https://supporthuman.cx/resources/quick-learn-building-a-roadmap/ Last updated: 2026-08-08T00:05:30.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/141?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $99 --- In this self paced course you will learn why and how you should develop a community roadmap. (Estimated learning time is 21 minutes.) This course is comprised of three parts with interactive components in each. By the end you’ll have an understanding of the benefits of a roadmap, the steps to develop one, and a rough draft roadmap. This course is designed for community professionals who want to mature their community strategy and advocate for community resources. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Quick Learn: Mastering Moderation URL: https://supporthuman.cx/resources/quick-learn-mastering-moderation/ Last updated: 2026-08-08T00:05:30.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/139?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $99 --- Effective moderation is critical to the success and health of your community program. Good moderation builds trust among the members and ensures that the community is a safe place to engage. In this self-paced course you will learn how to curate the culture of moderation you want, and what documentation you need to support it. (Estimated learning time: 22 minutes.) This Moderation Certification course is comprised of three parts interactive components to each. By the end, you’ll have an understanding of how culture, planning, and training combine to make for effective online community moderation. This course is for anyone who is learning to be intentional in their moderation tactics. Upon completion you will be awarded a lifetime certification from The Community Roundtable. ### Social Executive Shorts URL: https://supporthuman.cx/resources/social-executive-shorts/ Last updated: 2026-08-08T00:05:31.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/119?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $495 --- The Community Roundtable’s Social Executive Shorts is a video series designed to help executives make the most of social tools and online communities. This course material is recommended for use as part of an executive coaching program. Who should view this course? This training course is targeted at community program managers who are looking for executive coaching resources to add to their program or approach. What will executives learn? In these short (less than four minutes each!) sessions, participants will learn how social tools and online communities: - Save time by replacing ineffective communication channels - Align teams - Facilitate innovation - Provide better context and insights for decision making - Scale influence to build trust, insights and faster commitments ### Community Program Essentials URL: https://supporthuman.cx/resources/community-program-essentials/ Last updated: 2026-08-08T00:05:31.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/137?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $495 --- Community Program Essentials is designed for community professionals looking to grow their community program management skills and focuses on creating the strategic, operational, and technical elements that enable thriving online communities. This self-paced course includes eight video modules with related worksheets and homework. You'll work through the modules and worksheets independently and on your schedule. **Community Program Essentials explores:** - **Community Roles and Responsibilities** - At the end of this session on community roles and responsibilities, you'll understand the different roles community professionals play, the essential skills of community professionals, and what to include when you write a job description for someone working with community. - **Building a Community Business Case** - At the end of this session you'' understand how to build a new community business case that expands your community program, how to communicate community value, and how to think about community ROI. - **Securing Executive Support** - At the end of this session you'll understand the tools and motivations needed to get executives excited about community at your organization. We’ll look at the five engagement stages of executives, the common prompts that encourage them to learn more about the benefits of community, and tips and tricks for creating coaching and mentoring programs. - **Developing a Community Playbook** - At the end of this session you'll understand the essential elements of a community playbook, how to develop a playbook for communicating with a consistent voice and tone, and the basics of building and maintaining a community playbook of your own. - **Building an Advocacy Program** - At the end of this session you'll understand the link between advocacy and member engagement, the typical characteristics of potential advocates and the roles of advocates, and ideas for how to build a formal advocacy program. - **Developing Community Training** - At the end of this session you'll understand how to design a training program to meet the needs of different audience segments, recognize opportunities for formal and informal training, and understand how to standardize community education with a Community Center of Excellence. - **Community Benchmarking** - At the end of this session you'll understand the value of community benchmarking, the criteria needed to help you determine what to track and measure, an understanding of how to use benchmarking to plan and budget, and how to use benchmarking as a communications tool with stakeholders. - **Future-proofing Your Community** - We'll spend our last module together exploring tactical ways you can set your community up for long-term success. Related course materials include: - Job Description Checklist - Community Business Case Template - Executive Coaching Framework - Community Playbook Checklist - Advocacy Program Planning Template - Community Learning Framework - Community Benchmarking Template - Future-proofing Your Community Checklist - Community Bucket List Guide This course is designed for professionals working with both internal (employee) and external (brand, marketing, and support) community types. ### Community Fundamentals URL: https://supporthuman.cx/resources/community-fundamentals/ Last updated: 2026-08-08T00:05:32.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/135?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** $495 --- Explore the fundamentals of online community management through this eight-session course. Perfect for those new to online community management, or anyone looking to brush up on the foundations of community. This course includes eight sessions, with associated quizzes and worksheets, covering these topics: - **Community Management Definitions** - This session explores the characteristics of online communities and the role and scope of community management. You'll explore what defines an online community, the dynamics of online communities, the role and scope of community management, and the risks related to poor community management. - **Community Strategy** - This session focuses on preparing, communicating, and acting on your community strategy. You'll learn, the elements of a community strategy, how to articulate goals in a way that sets your community up for success, how to understand your community’s context, and how to turn strategy into action - **Community Technology** - At the end of this session you'll understand the three layers of community technology, the importance of integrating community technology into the overall management of a community program, and best practices for using the Community Technology Framework™. - **Community Personas** - At the conclusion of this session, you'll understand how to identify potential member segments, how to prioritize them, and how to profile them. - **Community Content and Programs** - In this session, you'll explore content and programming as important elements of a community that help members find value and make connections. You'll learn the role of content and programming in a community, how to develop effective community content and programming plans, and how to use member-generated content to build shared value. - **Kickstarting Online Engagement** - At the end of this session you will understand the key practices in building engagement in online communities, examples of those key practices, and an action plan for the first few weeks. - **Building Community Value** - At the end of this session, you will be able to define the kind of engagement you need, understand how and why individuals engage, and build engagement recipes that are aligned with your goals. - **Measurement and Reporting** - This session focuses on understanding what to track and measure as well as how to communicate community performance. You'll learn: what to track, how to align measurement and reporting to community maturity, how to identify and communicate value, and how to report appropriately to different audiences. This course is designed for professionals working with both internal (employee) and external (brand, marketing, and support) community types. ### Community 101 | Community Frameworks and Models URL: https://supporthuman.cx/resources/community-101-community-frameworks-and-models/ Last updated: 2026-08-08T00:05:32.000Z Format: Course **Website:** [The Academy (Powered by the Community Roundtable)](https://thecracademy.talentlms.com/plus/external-catalog/courses/132?ref=supporthuman.cx) **Type:** Course with Certificate **Location:** Self-paced, Online **Price:** Free --- This short, on-demand course gives learners a comprehensive overview of the four frameworks and models that form the foundation of successful community programs. Complete [this free course in The Academy](https://thecracademy.talentlms.com/catalog/info/id:132?ref=supporthuman.cx) to receive your certification in Community Models and Frameworks**.** [Learn more](https://thecracademy.talentlms.com/catalog/info/id:132?ref=supporthuman.cx) or [start now.](https://thecracademy.talentlms.com/catalog/info/id:132?ref=supporthuman.cx) - Introduction to the Community Maturity Model™ - Introduction to the Community Maturity Model™ - Introduction to the Community Engagement Framework™ - Introduction to the Community Engagement Framework™ - Introduction to the Community Skills Framework™ - Community Skills Framework™ Worksheet - Introduction to the Community Skills Framework™ - Introduction to the Social Executive Framework™ - Introduction to the Social Executive Framework™ ### Customer Ed Bi-Weekly URL: https://supporthuman.cx/resources/customer-ed-weekly/ Last updated: 2026-09-10T19:10:44.000Z **Subscription: Free** **Website:** [**Customer Ed Bi-Weekly**](https://customered.substack.com/) Welcome to the weekly newsletter on Customer Education! My mission is to provide customer education professionals with the latest insights, strategies, and best practices to enhance their knowledge and skills. Join CE Weekly to receive updates on industry news, events, articles, and resources that will help you succeed in your role. Whether you're new to customer education or an experienced professional, my goal is to help you deliver impactful learning experiences that empower customers and drive business growth. ### CELab Community URL: https://supporthuman.cx/resources/celab-community/ Last updated: 2026-08-07T22:12:25.000Z **Platform:** [Web](https://www.customereducation.community/home?ref=supporthuman.cx) (Circle), Events **Website:** [CELab](https://customer.education/?ref=supporthuman.cx) **Price:** Free, [but invite only](https://docs.google.com/forms/d/e/1FAIpQLSdiiQA-Rw32yn4KtCnaeNcz-HkD0xIZ4z-e0HvD9x0LLOmpzw/viewform?ref=supporthuman.cx) **Customer Education** is the discipline of teaching customers how to use and find value from products. As a business function, it benefits customers in many stages of their journey. **But …** the journey we have as leaders is challenging. And Customer Education, as a field, still has much room to grow. - We need help, but it's often hard to find - We want to learn from our peers, but how do we connect with them? - We want to share what we've learned, but where do we go to make our voices heard? - Where do we go to tackle the "thorny questions" that aren't well-addressed in other communities? After five years of CELab, we are announcing a new way to "find the others" by creating a community dedicated to elevating the state of customer education. Customer Education is our passion; let's grow the field together! ### The Music vs. The Machines URL: https://supporthuman.cx/p/the-music-vs-the-machines/ Last updated: 2026-10-02T17:59:40.000Z ### In today's issue: - [News from Around Supportlandia (and Beyond)](#news-from-around-supportlandia-and-) - [The Music vs. The Machines](#the-music-vs-the-machines) - ['No-go voices' still a go?](#nogo-voices-still-a-go) - [Get Hired](#get-hired) - [Green Means Go](#green-means-go) - [Eh, It’s Probably Fine](#eh-its-probably-fine) - [Tread Carefully](#tread-carefully) - [BINGO](#bingo) - [Seriously, Maybe Don’t](#seriously-maybe-dont) *Hey, apologies y'all – this was supposed to go out last night but a glitch with the job board prevented it. I hope you'll forgive the incorrect date; updating the newsletter links in all the jobs is tedious work.* A light issue this week, and probably the next few weeks! We're traveling back to home base, and I'm trying to be somewhat more present for the fam even if I'm not really taking any time off. ### News from Around Supportlandia (and Beyond) ### The Music vs. The Machines Last week I rated [a job from AI music generation company Suno](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx). And although I didn't get into it in my rating, the Bad Job Bingo shitposting focus group and I did talk about the *many* potential problems with this kind of product. Namely that Suno would likely have had to ingest existing material during training in order to generate an output that sounds even vaguely like music, and the fact that the company itself could not say whether music generated using the platform is subject to copyright protection:[1](#note-1) [2](#note-2) ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/Image-from-iOS--2--1.jpg) Why am I talking about this now? Because the Recording Industry Association of America (RIAA) [filed lawsuits against Suno and another AI music generation Udio](https://musically.com/2024/06/24/labels-body-riaa-sues-ai-music-firms-suno-and-udio-for-copyright-infringement/?ref=supporthuman.cx) last week, alleging that the companies "[could not have built](https://www.rollingstone.com/music/music-news/record-labels-sue-music-generators-suno-and-udio-1235042056/?ref=supporthuman.cx) a model capable of producing audio so similar to the Copyrighted Recordings without the initial act of copying those recordings." In the lawsuits, the RIAA anticipates and argues against the AI music generation companies' likely defense of ['fair use'](https://copyright.psu.edu/copyright-basics/fair-use/?ref=supporthuman.cx), a deceptively complicated and frequently-litigated section of the Copyright Act that details some limitations on exclusive rights to copyrighted works. Now, as a member of the fandom community and ardent supporter of the [Organization for Transformative Works](https://www.transformativeworks.org/?ref=supporthuman.cx), I'm a fan of fair use and its power to allow creativity to flourish without the suffocating hand of Big Content (whoever that might be). As a person who has to live and work in a world of [copyright infringement](https://hbr.org/2023/04/generative-ai-has-an-intellectual-property-problem?ref=supporthuman.cx) and [plagiarism engines](https://www.platformer.news/how-to-stop-perplexity-oreilly-ai-publishing/?ref=supporthuman.cx) disguised as the future of Tech, however, I have to be more pragmatic. These aren't small groups of fans trading fanfiction and fanart about their favorite ships and characters – these are endlessly ravenous robots whose appetites for intellectual property have the potential to destroy the livelihoods of artists from across the spectrum of creative life. There has to be checks and balances. Also, I'm not sure it's possible to overstate the complexity of these issues, as much as I would like to celebrate the RIAA's challenge of AI music generation (or any valid legal challenge to AI's currently unchecked bulldozing through the world wide web). For a mere toe-dipping into these cold, deep waters, read Cory Doctorow's piece from last week, [*Copyright takedowns are a cautionary tale that few are heeding*](https://pluralistic.net/2024/06/27/nuke-first/?ref=supporthuman.cx), in which he discusses at length the way that Big Tech and Big Content (including members of the RIAA) have used claims of copyright violations to stifle creative competition and steal income from creators. I don't have a neat tie-up to this story, so I'll let Lisa take us into the next bit. (To quote the fanfiction disclaimers of yesteryear, please don't sue me, I own nothing.) ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/copyright-law---the-simpsons-1.gif) ### **'No-go voices' still a go?** Speaking of AI companies whose jobs have appeared in the *Roundup...* I've talked previously[ ](https://www.supporthuman.cx/05feb24-roundup/?ref=supporthuman.cx)[about the danger that ever-evolving AI poses to the trust and safety of customer organizations](https://www.supporthuman.cx/05feb24-roundup/?ref=supporthuman.cx). In that piece, I highlighted ElevenLabs' AI voice generator as one of those dangers, namely an incident from January in which it was used to clone President Biden's voice in a robocall telling New Hampshire Democrats[ ](https://www.nbcnews.com/politics/2024-election/fake-joe-biden-robocall-tells-new-hampshire-democrats-not-vote-tuesday-rcna134984?ref=supporthuman.cx)[not to vote in the presidential primary](https://www.nbcnews.com/politics/2024-election/fake-joe-biden-robocall-tells-new-hampshire-democrats-not-vote-tuesday-rcna134984?ref=supporthuman.cx). Following that incident, ElevenLabs announced [a new set of policies and safeguards](https://help.elevenlabs.io/hc/en-us/articles/22584327690897-What-are-No-Go-Voices?ref=supporthuman.cx) around "no-go voices:" > While our [terms](https://elevenlabs.io/terms?ref=supporthuman.cx) already prohibit using our platform to impersonate or harm others, we are taking the added measure of introducing a “**no-go voices**” safeguard. This safeguard is designed to detect and prevent the creation of specific voice clones. And yet, *404 Media's* Emanuel Maiberg reported in March [that he was easily able to bypass those safeguards](https://www.404media.co/elevenlabs-block-on-cloning-bidens-voice-easily-bypassed/?ref=supporthuman.cx) to clone the voices of public figures like Biden: > For the introductory price of $1 a month, anyone can sign up for an ElevenLabs account and take a minute or so of audio of anyone’s voice and upload it to ElevenLabs’ platform to instantly create a “cloned voice.” This cloned voice can then be made to say anything by typing a text prompt. > > I clipped about a minute of audio from an interview Biden did with “60 Minutes” that was on YouTube, added about a minute of silence to the start of the file, and uploaded it to ElevenLabs, which instantly created a Biden voice clone. I then was able to make incredibly convincing audio of Biden saying whatever I want, including some pretty heinous things. Adding about a minute of silence to the start of the recording bypassed ElevenLabs’ safeguards to instantly create voice clones of Biden, Donald Trump, Taylor Swift, and Gavin Newsom. Then, in May, Charlie Warzel of *The Atlantic* tried the same thing in a piece about [whether ElevenLabs is actually capable of controlling what it’s unleashed](https://www.theatlantic.com/technology/archive/2024/05/elevenlabs-ai-voice-cloning-deepfakes/678288/?ref=supporthuman.cx): > Last month, I tried to clone Biden’s voice, with varying results. ElevenLabs didn’t catch my first attempt, for which I uploaded low-quality sound files from YouTube videos of the president speaking. But the cloned voice sounded nothing like the president’s—more like a hoarse teenager’s. On my second attempt, ElevenLabs blocked the upload, suggesting that I was about to violate the company’s terms of service. > > \[...\] The core problem of ElevenLabs—and the generative-AI revolution writ large—is that there is no way for this technology to exist and not be misused. Meta and OpenAI have built synthetic voice tools, too, but have so far declinedto make them broadly available. Their rationale: They aren’t yet sure how to unleash their products responsibly. As a start-up, though, ElevenLabs doesn’t have the luxury of time. “The time that we have to get ahead of the big players is short,” Staniszewski said, referring to the company’s research efforts. “If we don’t do it in the next two to three years, it’s going to be very hard to compete.” Despite the new safeguards, ElevenLabs’ name is probably going to show up in the news again as the election season wears on. There are simply too many motivated people constantly searching for ways to use these tools in strange, unexpected, even dangerous ways. Werzel ultimately came to the same conclusion that I have (over and over again): > The uncomfortable reality is that there aren’t a lot of options to ensure bad actors don’t hijack these tools. “We need to brace the general public that the technology for this exists,” Staniszewski said. He’s right, yet my stomach sinks when I hear him say it. Mentioning media literacy, at a time when trolls on Telegram channels can flood social media with deepfakes, is a bit like showing up to an armed conflict in 2024 with only a musket. > > The conversation went on like this for a half hour, followed by another session a few weeks later over the phone. A hard question, a genuine answer, my own palpable feeling of dissatisfaction. I can’t look at ElevenLabs and see beyond the risk: How can you build toward this future? Staniszewski seems unable to see beyond the opportunities: How *can’t* you build toward this future? I left our conversations with a distinct sense that the people behind ElevenLabs don’t want to watch the world burn. The question is whether, in an industry where everyone is racing to build AI tools with similar potential for harm, intentions matter at all. ### Get Hired I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). It's been a while since I've done one, so have a Bad Job Bingo: Trust & Safety Edition. ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Trust & Safety Analyst I](https://www.jobs.supporthuman.cx/trust-safety-analyst-i/?ref=supporthuman.cx) Flodesk · $60k-$75k · Remote, Various States Solid, straightforward job description with no red or yellow flags and a decent salary for what appears to be a truly entry-level Trust & Safety role. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* #### [Director, Trust & Safety](https://www.jobs.supporthuman.cx/director-trust-safety/?ref=supporthuman.cx) Vimeo · $135k-$205k · Remote, US-New York City, NY > Furthermore, you will use your experience to balance the operational realities of a fast-growing business against continuously evolving policies while working to create an exceptional customer experience. Whew, that's a sentence, ain't it? > Build out and be accountable for all Trust & Safety user experience and performance metrics globally They mention that this role has global responsibilities a few times, and as much as I appreciate the close relationship with Support, considering the scale of the work, I think this should really be a VP-level title. Also, I'm not sure why the application asks for college degree info considering it's not a listed requirement. And asks for desired salary (even though there's salary transparency, which is a little weird). Salary is also a little wide. I don't think it's concerning enough to go into Tread Carefully, but I do think I would ask some specific questions about salary, structure, and seniority during the interview process. #### [Senior Manager, Trust and Safety Operations (Americas)](https://www.jobs.supporthuman.cx/senior-manager-trust-and-safety-operations-americas/?ref=supporthuman.cx) Twitch · $120k-$198k · Remote, US Twitch is so far the only company that's even paid cursory lip service to mental health (they reference it in the Benefits section of their Careers page, but it's mentioned separately), so they've got that going for them. The salary is suspiciously wide, and, in my opinion, the low end is too low for a role this senior. Otherwise, it seems like a standard Trust & Safety Ops role. #### [Manager, Safety and Integrity Analysis ($118k-$313k)](https://www.jobs.supporthuman.cx/manager-safety-and-integrity-analysis/?ref=supporthuman.cx) Github · No comp given · Remote, US > Communicating the impact of abuse, the impact of our moderation, gaps in our detections, safety risks, and other threats to GitHub to our executive leadership team. Calling this out because this is a key and core part of Trust and Safety work, but I rarely see it spelled out so clearly in job descriptions. Big green flag for me, as it indicates whoever wrote this JD really knows the work and cares about T&S. Putting this in Eh, It's Probably Fine because the salary is quite wide and I'd like to see the title be a bit more senior given the required qualifications, but otherwise it's nice to see a T&S JD written with such obvious care and skill. #### [Enforcement Lead, Trust & Safety](https://www.jobs.supporthuman.cx/enforcement-lead-trust-safety/?ref=supporthuman.cx) Anthropic · $280k-$300k · Remote, US As with their other roles, the person in this role will need to be in office 25% of the time. Also requires proficiency in SQL and Python. I continue to wish that Anthropic would address how they're mitigating the mental health risks of Trust & Safety work, and there are some minor flags ("fast-paced environment," hello darkness my old friend), but it's a solid Eh, It's Probably Fine. #### [Program Manager, Community](https://www.jobs.supporthuman.cx/program-manager-community/?ref=supporthuman.cx) Twitch · $67k-$143k · Onsite, US-New York City, NY Again, the salary range is really wide, and the low end sucks. But everything else seems pretty straightforward. #### [Helpdesk Analyst](https://www.jobs.supporthuman.cx/helpdesk-analyst/?ref=supporthuman.cx) ACLU · $83k · Onsite, US-San Francisco, CA > The ACLU seeks a full-time position of Helpdesk Analyst in the Information Technology Department of the ACLU’s National office in San Francisco, CA. This is a hybrid role that has in-office requirements of four (4) days per week. Friends. Comrades. Four days a week in-office is not a hybrid role. That's an on-site role with one day a week telework-authorized. C'mon, y'all. > Ability to work in a fast-paced environment and demonstrate grace under pressure Eehhhhh, why though? You're serving internal audiences – what kind of culture are you fostering over there, ACLU? Overall, I'm going to put this in Eh, It's Probably Fine, with a caveat that I really think anyone applying to this role ought to press hard on the "demonstrate grace under pressure" bit. The duties of the role seem pretty straightforward, and while I'm not in love with the salary, it's not terrible. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Manager, Trust and Safety](https://www.jobs.supporthuman.cx/manager-trust-and-safety-2/?ref=supporthuman.cx) Patreon · $122k-$184k · Hybrid, US-San Francisco, CA; New York City, NY; Austin, TX Again, the duties seem pretty standard for this role, but I'm noticing a pattern in Trust & Safety roles not being properly leveled for the work they're expected to do and the influence they're expected to have. I don't know how Patreon's divisions are structured; maybe they're all just Managers, but my experience in tech makes me think that's unlikely. > Team player and a fast learner with a creative, empathetic, and fun attitude. Can we not? Can we just not require a T&S professional to have a "fun" attitude, especially when you haven't given any space to explaining how you'll care for their mental well-being? Ugh. Honestly, that pisses me off enough to put this into Tread Carefully. #### [Enterprise Customer Experience Manager](https://www.jobs.supporthuman.cx/enterprise-customer-experience-manager/?ref=supporthuman.cx) Vimeo · $86k-$132k · Onsite, US-New York City, NY > The Customer Experience Team is seeking a thought leader **–** Look at me not noping right out of this nonsense. That's growth! > Design and implement customer experience initiatives that drive onboarding, adoption, retention, and organic growth **–** I realize Experience tends to be a catch-all discipline, but this duty feels very vague and hand-wavy to me. > Strong leadership and diplomatic stakeholder management skills **–** When I see the word "diplomatic" or any variation, I immediately start to worry about internal collaboration culture (or lack thereof). > Strong project management skills, organization and attention to detail; A curious and, learning mindset **–** I swear to god: EVERY TIME, WITHOUT FAIL. #### [Sr. Policy Manager, Trust & Safety](https://www.jobs.supporthuman.cx/sr-policy-manager-trust-safety/?ref=supporthuman.cx) Match Group · $141k-$151k · Hybrid, US-New York City, NY I am really struggling to understand this role at Match Group in comparison to the [Trust & Safety Policy Manager](https://www.jobs.supporthuman.cx/trust-safety-policy-manager/?ref=supporthuman.cx) role at Tinder (one of the dating apps in Match Group's portfolio). The salaries are very close, and in some ways, the duties of this role seem junior to those of the Trust & Safety Policy Manager, yet this role requires more experience (although not much more). I don't know what's going on over there or how their T&S teams are structured, but it's pretty concerning. In the context of both roles, I think Tread Carefully is warranted. #### [Trust & Safety Policy Manager](https://www.jobs.supporthuman.cx/trust-safety-policy-manager/?ref=supporthuman.cx) Tinder · $107k-$140k · Hybrid, US-West Hollywood, CA > We are looking for a Trust & Safety Policy Manager to support our Policy Team. Reporting to the Director, Global Policy, you will oversee an existing team of Policy Analysts to develop, maintain, and implement our Trust & Safety policies. I see Tinder is continuing the trend of down-leveling T&S roles. This really needs to have a more senior title. > Develop, refine, and operationalize Tinder’s user policies to ensure that they can be enforced consistently and at scale around the world Okay, so what's the Director, Global Policy doing? > In collaboration with the Director, establish and execute on a strategic vision for the team and manage ongoing policy related projects – No, but seriously. What's the Director, Global Policy actually doing? > Build strong relationships with Product, Engineering, Comms, Marketing, Legal and other partners and act as the Policy Consultant. – ..... > Act as a global escalation point of contact for policy questions and handle internal communications for policy issues REALLY REALLY. WHAT IS THE DIRECTOR, GLOBAL POLICY DOING? > Build and articulate policy strategy and changes to internal stakeholders I recognize that tree. > 3-4 years of Trust & Safety or other relevant experience, at least 1 year in Trust & Safety Policy; 1-2 years of experience managing or supervising other people's work – Okay, my original reaction to this was quite a bit stronger, but I reached out to a T&S friend who reviewed this job listing and wasn't that worried by the lower requirements. I'm upgrading this to Tread Carefully based on their wisdom, but I'm still concerned that the junior title and experience requirements coupled with the pretty senior job duties is not a great mix for success. #### [Quality Assurance Program Lead, Trust & Safety Operations](https://www.jobs.supporthuman.cx/quality-assurance-program-lead-trust-safety-operations/?ref=supporthuman.cx) Roblox · $160k-$184k · Onsite, US-San Mateo, CA So this job closed and then re-opened at some point since early February. Which, uh, seems like not the greatest sign, you know? #### [Trust & Safety Lead](https://www.jobs.supporthuman.cx/trust-safety-lead/?ref=supporthuman.cx) Snap · No comp given · Onsite, London, UK Job application is through Workday. My condolences. I know I sound like a broken record, but there's a misalignment between this role's duties and its title/seniority. Also, no salary transparency. #### [Customer Success Engineer II](https://www.jobs.supporthuman.cx/customer-success-engineer-ii/?ref=supporthuman.cx) Match Group · $66k-$100k · Remote, US-Los Angeles, CA It sounds like they prefer hybrid for this role, but say they are open to remote. Usually I see this role posted as a Solutions Engineer, not a Customer Success Engineer. I kind of dig it! > Results-oriented, self-directed, and inquisitiveStrong attention to detail and a desire to deliver accurately, efficiently, and to a high standard EVERY. TIME. > $66,000 - $100,000 a year I was still mostly on board until I saw this salary. They want a discount engineer. LOL K! #### [Senior Analyst, Community Operations](https://www.jobs.supporthuman.cx/senior-analyst-community-operations/?ref=supporthuman.cx) Twitch · No comp given · Remote, Australia-Sydney This role seems like an interesting blend of Trust & Safety, Community, and Customer Support. Alas, there's no salary transparency, though, so into Tread Carefully it goes. #### [Child Safety Enforcement Specialist, Trust and Safety](https://www.jobs.supporthuman.cx/child-safety-enforcement-specialist-trust-and-safety/?ref=supporthuman.cx) Google · No comp given · Onsite, Dublin, Ireland Shamelessly stealing commentary from when I looked at a similar role listed at YouTube: I'm not putting this in Tread Carefully because anything in the job is jumping out at me specifically – let's say it's a general wariness about Google's working environment and the fact that, again, the company doesn't address how they protect the mental health of those working in Trust & Safety at the company. Also, no salary transparency. ## **BINGO** *Welp.* #### [Trust & Safety Specialist](https://www.jobs.supporthuman.cx/trust-safety-specialist/?ref=supporthuman.cx) Snap · $78k-$117k · Onsite, US-New York City, NY Job application is through Workday. My condolences. > Snap contributes to human progress Sometimes all you can do is laugh. > Due to the nature of Trust & Safety (T&S) work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing. Our team has carefully devised measures and support in place to ensure wellness for all of our team members. I think Snap might be the first company since I've started doing Bad Job Bingo to actually mention anything about wellness for Trust & Safety team members, so it has that going for it. Unfortunately, it also has enough flags that it hits BINGO: "all working together to create an environment that fosters individual and collective creativity, growth, innovation, and most of all fun." The "human progress" thing is basically "our mission is to change the world" "We want someone who is able to keep calm under pressure" "Work in a constantly evolving environment, adapting to new policies, workflows, and tooling" "showing flexibility and impeccable teamwork in order to effectively prioritize competing demands" The pay also kind of stinks for an onsite role in NYC. #### [Community & Identity Operations Specialist](https://www.jobs.supporthuman.cx/community-identity-operations-specialist/?ref=supporthuman.cx) Snap · $44k-$78k · Onsite, US-Los Angeles, CA Job application is through Workday. My condolences. Pay is shit, especially for onsite in LA, especially for a multi-lingual role. #### [Manager, Trust & Safety Complex Investigations](https://www.jobs.supporthuman.cx/manager-trust-safety-complex-investigations/?ref=supporthuman.cx) Turo · $88k-$100k · Onsite, US-Phoenix, AR > Team player with a positive attitude, high energy, high integrity, and ethics. Again, such efficiency at getting to BINGO! Also, after all those super-specific requirements, "must have ethics" is sincerely hilarious. #### [Bilingual Trust & Safety Investigator](https://www.jobs.supporthuman.cx/bilingual-trust-safety-investigator/?ref=supporthuman.cx) Turo · "Competitive," not given · Onsite, CAN-Toronto, ON > You are a team player with a positive mental attitude, high energy, high integrity, strong work ethic, enthusiasm, sense of humor, and a commitment to the mission – So many flags in a single sentence! I appreciate their commitment to an efficient Bad Job Bingo game. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Customer Experience Lead](https://www.jobs.supporthuman.cx/customer-experience-lead/?ref=supporthuman.cx) Dutch · $20-$25/hr · Hybrid, US-Oakland, CA This one was submitted by John C. Thanks! John reports that he interviewed for a Director role at this company some time ago, and they're now hiring for Lead role that's hybrid out of Oakland, CA. So, this one feels like a whole story. One of the co-founders of this company, a "serial entrepreneur," started with Hims & Hers, which was an erectile dysfunction and male baldness company and a women's birth control and mental health meds company, respectively. Of this founding experience, apparently, Spector's "[biggest lesson](https://www.inc.com/anna-meyer/hims-founder-joe-spector-dutch.html?ref=supporthuman.cx) from Hims & Hers was the importance of branding." Because when you're dealing with people's mental and physical health, the most important thing is obviously being recognizable. Anyway, today's subject company, Dutch, is described as "a fast-growing tech company that is revolutionizing veterinary care" which is always frustrating for me. Everything is always "revolutionize this" or "disrupt that" – like, are you actually making vet care better? Or are you just trying to cash in by putting local vets out of business and making vet care harder to access and worse for everyone? > They realized the gap between suffering pets and high-quality, specialized care was far too wide. Dutch was founded to provide our pets with modern telemedicine—treatments rooted in science delivered monthly with ongoing support from trusted vets. After all, every pet should be able to access what it needs to live its happiest and healthiest life. – So...no to the former, yes to the latter. Honestly, it sounds to me like they invented a gap in vet care and then raised on it. > We want to hear from people that are excited by tackling the hard problems – Is the hard problem that Dutch can't or won't properly compensate people for the work they're doing? (Spoiler alert, I guess). > Because this role balances direct customer support with supporting agents who are doing the same, this role requires a highly motivated individual who is energized by curating best-in-class customer experiences, developing long-lasting relationships, and acting as a mentor to CX agents. – Oh, I bet it then comes with best-in-class pay, right? RIGHT? > Customer Outreach – Oh boy, now what does that mean? > Additional Projects: Collaborate with CX & Ops teams to build a process to monitor, flag, and send outreach as needed for late orders. – Woof – pun intended. 1) How many late orders are we talking that you need a task force for handling them, and 2) what exactly is the CX Director doing, assuming they exist? The only two "benefits" that appear in that section are "competitive compensation" (oh just wait) and "hybrid work environment," which – say it with me! – IS NOT A BENEFIT. > $20 - $25 an hour – YEP. YOU READ THAT RIGHT. $20 to $25 per hour in Oakland, CA! Now, we all know that I am a petty bitch. So, did I look up [the minimum livable wage in Oakland as of 2023](https://smartasset.com/data-studies/salary-needed-to-live-comfortably-2023?ref=supporthuman.cx)? Sure did! > A single person with no children needs $84,026 after taxes to support a comfortable lifestyle in San Francisco-Oakland-Berkeley. That is $40.40 per hour for those of you following along at home. > This position is Full-time, 40 hours per week; Ideal Shift: Sunday - Thursday; \*Shifts are subject to change based on business needs. \*We will strive to give as much notice as possible if shift changes should be needed. – Let's review: this is a lead role for managing multi-channel support agents, offering frontline support yourself, and executing duties that should be undertaken by a possibly fictional Director. For $20-$25 in Oakland, CA. Talk about some branding! 1. H/T to [Erica Clayton](https://www.linkedin.com/in/e-clayton/?ref=supporthuman.cx) for linking me to news about the lawsuits and for the screenshot from Suno's FAQs. 2. Notably, I can no longer find this FAQ on Suno's website. ### Manager, Trust & Safety Complex Investigations URL: https://supporthuman.cx/jobs/manager-trust-safety-complex-investigations/ Last updated: 2026-08-07T22:12:27.000Z ## [Turo](https://turo.com/us/en/careers?ref=supporthuman.cx) | $88,000-$100,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Team player with a positive attitude, high energy, high integrity, and ethics. Again, such efficiency at getting to BINGO! Also, after all those super-specific requirements, "must have ethics" is sincerely hilarious. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Manager, Trust & Safety Complex Investigations](https://boards.greenhouse.io/turo/jobs/5969776?ref=supporthuman.cx) Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts. **About the team:** In this role, you will be responsible for leading a team of experienced investigators responsible for investigating and resolving complex auto crime cases primarily involving auto theft. The successful candidate will demonstrate strong leadership, investigative expertise, and a proactive approach to mitigating auto theft activities. This position is based in Phoenix, AZ and will report to our Director, Trust & Safety Investigations and Response. **What you will do:** - Lead, mentor, and manage a team of up to eight investigators, providing guidance and support in handling complex and organized crime cases. - Partner with leadership to improve processes and implement strategies to mitigate auto theft activities and prevent future occurrences. - Oversee the selection, onboarding, and performance of external contract investigators. - Present findings and recommendations to senior management and other stakeholders. - Conduct training sessions for team members and other relevant staff on auto theft investigation techniques and best practices. - Stay updated on the latest trends, technologies, and methodologies in organized crime and auto theft prevention. - Collaborate with cross-functional teams, including Legal, Product, and Protection, to address auto theft issues comprehensively. **Your profile:** - Strong leadership and team management skills. - Excellent analytical and problem-solving abilities. - Proficiency in investigative tools and technologies. - Strong written and verbal communication skills. - Ability to work effectively under pressure and manage multiple priorities. - Willing to work outside of normal hours occasionally. - Can quickly adapt to new technology, workflows, and systems. - Team player with a positive attitude, high energy, high integrity, and ethics. - Demonstrates Turo’s values through work product and within day-to-day team interactions. The Phoenix base salary target range for this full-time position is $83,000 - $100,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in this location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your work location during the hiring process. #LI-ZS1 **Benefits** - Competitive salary, equity, benefits, and perks for all full-time employees - Employer-paid medical, dental, and vision insurance (Country specific) - Retirement employer match - $2,000 Learning & Development stipend to invest in your professional development - $1,000 USD Turo host matching and $1,500 USD vehicle reimbursement program - $100 USD Monthly Turo travel credit - Cell phone, internet and Fringe benefit stipend - Paid time off to relax and recharge - Paid holidays, volunteer time off, and parental leave - For those who are in the office full-time or hybrid we have weekly in-office lunch, office snacks, and fun activities - Annual Turbo Week (week-long, company-wide conference) We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you. Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities. Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing[PeopleOps@turo.com](mailto:PeopleOps@turo.com). **About Turo** Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts. Discover Turo at [https://turo.com](https://turo.com/?ref=supporthuman.cx), the App Store, and Google Play, and check out our blog, [Field Notes](https://blog.turo.com/?ref=supporthuman.cx). [Read more](https://medium.com/@andre%5Fhaddad/connecting-the-dots-to-a-compelling-not-cultish-company-culture-35dc871cba08?ref=supporthuman.cx) about the Turo culture according to Turo CEO, Andre Haddad. ### Bilingual Trust & Safety Investigator URL: https://supporthuman.cx/jobs/bilingual-trust-safety-investigator/ Last updated: 2026-08-07T22:12:28.000Z ## [Turo](https://turo.com/us/en/careers?ref=supporthuman.cx) | "Competitive" comp not given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > You are a team player with a positive mental attitude, high energy, high integrity, strong work ethic, enthusiasm, sense of humor, and a commitment to the mission So many flags in a single sentence! I appreciate their commitment to an efficient Bad Job Bingo game. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Bilingual Trust & Safety Investigator](https://boards.greenhouse.io/turo/jobs/5977316?t=8690e9af1us&ref=supporthuman.cx) Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts. **About the team** Join Turo as a Bilingual Trust & Safety Investigator supporting our vibrant collection of car owners and travelers who inspire and fuel us every day. In this role you will be responsible for executing processes critical to ensuring the safety and security of the Turo community and marketplace. You will respond to, investigate, and resolve assigned risk-related cases including fraudulent activity, missing vehicles, and any other issues that affect safety. We look for candidates with superb judgment, strong interview and communication skills, and a desire to help us build a world-class Trust & Safety Investigations team at Turo. This position is based in Toronto and reports to our Manager, Trust & Safety Investigations in our Toronto office. **What you will do** - Proudly be the Trust & Safety liaison for escalations from customer support, claims, leadership, and law enforcement - Provide outstanding support to the valued members of the Turo community in Canada in both English and French - Independently manage and prioritize assigned caseload from start to finish with excellent follow-through - Complete detailed investigations and execute the appropriate strategy for each case type; lead interviews with suspects and victims - Develop deep understanding of risk signals, review user accounts and transactions, and consistently identify fraud and other high-risk activity - Communicate case developments, trends, and other insights to team and management to drive continuous improvement - Work with and foster relationships with a valued network of law enforcement, external partners, and investigators - Assume responsibility for special projects assigned by management and contribute to colleague's projects - This role is a 4 days on and 3 days off schedule (10 hour shifts) where one work day is either a Saturday or Sunday **Your profile** - 5+ years of Investigations, Trust and Safety, Fraud or Risk Management experience - Must be bilingual, fluent in both French and English - Ability to work weekends - Relationships with Canadian law enforcement agencies, an asset - Ability to work in a fast-paced environment, drive and embrace change - Superb and dynamic communication, interpersonal, and investigative skills - Commitment to high responsiveness and availability, strong ability to prioritize - Can quickly adapt to new technology and systems: experience with Kustomer, CRM systems, Google Docs, and MS Office preferred. Mac expertise is a plus. - You are a team player with a positive mental attitude, high energy, high integrity, strong work ethic, enthusiasm, sense of humor, and a commitment to the mission - BA/BS or work equivalent required **Bonus if you have** - Legal or law enforcement experience - Fraud investigations experience #LI-KC1 **Benefits** - Competitive salary, equity, benefits, and perks for all full-time employees - Employer-paid medical, dental, and vision insurance (Country specific) - Retirement employer match - $2,000 Learning & Development stipend to invest in your professional development - $1,000 USD Turo host matching and $1,500 USD vehicle reimbursement program - $100 USD Monthly Turo travel credit - Cell phone, internet and Fringe benefit stipend - Paid time off to relax and recharge - Paid holidays, volunteer time off, and parental leave - For those who are in the office full-time or hybrid we have weekly in-office lunch, office snacks, and fun activities - Annual Turbo Week (week-long, company-wide conference) We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you. Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities. Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable. We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing[PeopleOps@turo.com](mailto:PeopleOps@turo.com). **About Turo** Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts. Discover Turo at [https://turo.com](https://turo.com/?ref=supporthuman.cx), the App Store, and Google Play, and check out our blog, [Field Notes](https://blog.turo.com/?ref=supporthuman.cx). [Read more](https://medium.com/@andre%5Fhaddad/connecting-the-dots-to-a-compelling-not-cultish-company-culture-35dc871cba08?ref=supporthuman.cx) about the Turo culture according to Turo CEO, Andre Haddad. ### Community & Identity Operations Specialist URL: https://supporthuman.cx/jobs/community-identity-operations-specialist/ Last updated: 2026-08-07T22:12:29.000Z ## [Snap](https://careers.snap.com/?ref=supporthuman.cx) | $44,000-$78,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Job application is through Workday. My condolences. Pay is shit, especially for onsite in LA, especially for a multi-lingual role. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Community & Identity Operations Specialist](https://wd1.myworkdaysite.com/recruiting/snapchat/snap/job/Los-Angeles-California/Community---Identity-Operations-Specialist%5FR0035184?ref=supporthuman.cx) Los Angeles, California Full time Posted 21 Days Ago job requisition idR0035184 [Snap Inc](https://www.snap.com/en-US/?ref=supporthuman.cx) is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are [Snapchat](https://www.snapchat.com/?ref=supporthuman.cx), a visual messaging app that enhances your relationships with friends, family, and the world; [Lens Studio](https://ar.snap.com/lens-studio?ref=supporthuman.cx), an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, [Spectacles](https://www.spectacles.com/?ref=supporthuman.cx). [Snapchat](https://www.snapchat.com/?ref=supporthuman.cx) is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment! **What you'll do:** - Respond to Snapchatter inquiries to provide education or to resolve account issues. - Identify, escalate, and help drive solutions for new issues, trends, and potential bugs - Become familiar with our customer service tools and make suggestions for workflow efficiency and growth - Work closely with Quality Assurance, Product, and Engineering teams, providing them with timely metrics and analysis, investigating potential account access issues, and following up with Snapchatters as needed **Knowledge, Skills & Abilities:** - Passionate about providing high quality customer support - Ability to focus in a dynamic work environment and thrive while responding to unexpected and highly sensitive challenges - Great judgment and ability to problem-solve both with peers and independently - Excellent verbal and written communication proficiency with high attention to detail **Minimum Qualifications:** - 1+ years of experience in a support focused role - Experience working with Looker, Salesforce, Zendesk, JIRA, Confluence or other ticket management systems **Preferred Qualifications:** - Fluency in a foreign language - Advanced Excel, Looker, or other analytics software. If you have a disability or special need that requires accommodation, please don’t be shy and provide us some [information](https://docs.google.com/forms/d/e/1FAIpQLScV7t31iR3yYR9ztGDHJpbvL63svWpb6s0afkBkLEjGnDx4Kg/viewform?ref=supporthuman.cx). "Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. [Our Benefits](http://careers.snap.com/benefits?ref=supporthuman.cx): Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success! **Compensation** In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future. [Zone A (CA, WA, NYC)](https://careers.snap.com/us-payzones?ref=supporthuman.cx): The base salary range for this position is $52,000-$78,000 annually. [Zone B](https://careers.snap.com/us-payzones?ref=supporthuman.cx): The base salary range for this position is $50,000-$74,000 annually. [Zone C](https://careers.snap.com/us-payzones?ref=supporthuman.cx): The base salary range for this position is $44,000-$67,000 annually. This position is eligible for equity in the form of RSUs. ### Trust & Safety Lead URL: https://supporthuman.cx/jobs/trust-safety-lead/ Last updated: 2026-08-07T22:12:30.000Z ## [Snap](https://careers.snap.com/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Job application is through Workday. My condolences. I know I sound like a broken record, but there's a misalignment between this role's duties and its title/seniority. Also, no salary transparency. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Trust & Safety Lead](https://wd1.myworkdaysite.com/recruiting/snapchat/snap/job/London-United-Kingdom/Trust---Safety-Lead%5FR0033308-1?ref=supporthuman.cx) London, United Kingdom Full time Posted 21 Days Ago job requisition idR0033308 [Snap Inc](https://www.snap.com/en-US/?ref=supporthuman.cx) is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are [Snapchat](https://www.snapchat.com/?ref=supporthuman.cx), a visual messaging app that enhances your relationships with friends, family, and the world; [Lens Studio](https://ar.snap.com/lens-studio?ref=supporthuman.cx), an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, [Spectacles](https://www.spectacles.com/?ref=supporthuman.cx). [Snapchat](https://www.snapchat.com/?ref=supporthuman.cx) is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment! We’re looking for a Trust and Safety Lead based in our London, UK, office to join our global team. This people management role requires a skilled and unflappable decision maker who has a passion for developing safety workflows and partnerships in order to improve the experience for Snapchatters everywhere. You’ll become a subject matter authority in multiple domains by owning projects from beginning to finish and facilitating cross-team communication with the Legal, Customer Operations, Global Safety Partners, and Engineering teams to help keep Snapchatters safe. Due to the nature of Trust & Safety work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing. Our team has carefully devised measures and support in place to ensure wellness for all our team members. **What you’ll do:** - Provide leadership and guidance for growing regional team of T&S specialists - Enhance our operational workflows by identifying focus areas and implementing improvements - Liaise with our global safety partners and further strengthen those relationships - Use data to influence decisions and highlight emerging issues impacting users - Anticipate risks, manage escalations and balance business needs versus technical constraints - Deliver key projects within the Safety roadmap, incorporating execution, training, data assessment and presentation of results to stakeholders - Regularly identify opportunities to enhance internal processes and improve efficiency, while driving longer-term scalable automated solutions - Support offshore leadership and workforce development in our global vendor sites - Closely follow industry trends to help develop Snap’s thought leadership and T&S operation **Knowledge, skills, & abilities:** - Proven leadership capacity with the ability to attract, motivate, develop and retain talent - Experience reviewing sensitive content with a meticulous attention to detail - A track record of identifying gaps and implementing new processes - Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights via data visualization software (Advanced EXCEL, Looker, Tableau, etc.) - Prior experience interacting with NCMEC or law enforcement - Great judgment in complex situations and ability to problem-solve, both independently and with peers or management - Excellent verbal and written communication skills - Experience working with product and engineering teams to launch tools and solutions that improve trust across a platform or product - Prior experience managing multiple projects end to end - A passion for Snapchat, online safety, and creativity! **Minimum qualifications:** - 4+ years of relevant experience - Bachelor's degree or equivalent experience If you have a disability or special need that requires accommodation, please don’t be shy and provide us some [information](https://docs.google.com/forms/d/e/1FAIpQLScV7t31iR3yYR9ztGDHJpbvL63svWpb6s0afkBkLEjGnDx4Kg/viewform?ref=supporthuman.cx). "Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. [Our Benefits](http://careers.snap.com/benefits?ref=supporthuman.cx): Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success! ### Trust & Safety Specialist URL: https://supporthuman.cx/jobs/trust-safety-specialist/ Last updated: 2026-08-08T00:05:46.000Z Location: New York City ## [Snap](https://careers.snap.com/?ref=supporthuman.cx) | $78,000-$117,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Job application is through Workday. My condolences. > Snap contributes to human progress Sometimes all you can do is laugh. > Due to the nature of Trust & Safety (T&S) work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing. Our team has carefully devised measures and support in place to ensure wellness for all of our team members. I think Snap might be the first company since I've started doing Bad Job Bingo to actually mention anything about wellness for Trust & Safety team members, so it has that going for it. Unfortunately, it also has enough flags that it hits BINGO: - "all working together to create an environment that fosters individual and collective creativity, growth, innovation, and most of all fun." - The "human progress" thing is basically "our mission is to change the world" - "We want someone who is able to keep calm under pressure" - "Work in a constantly evolving environment, adapting to new policies, workflows, and tooling" - "showing flexibility and impeccable teamwork in order to effectively prioritize competing demands" The pay also kind of stinks for an onsite role in NYC. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Trust & Safety Specialist](https://wd1.myworkdaysite.com/recruiting/snapchat/snap/job/New-York---229-W-43rd-St/Trust---Safety-Specialist%5FR0035398?ref=supporthuman.cx) New York - 229 W 43rd St Full time Posted 6 Days Ago job requisition idR0035398 [Snap Inc](https://www.snap.com/en-US/?ref=supporthuman.cx) is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together. The Company’s three core products are [Snapchat](https://www.snapchat.com/?ref=supporthuman.cx), a visual messaging app that enhances your relationships with friends, family, and the world; [Lens Studio](https://ar.snap.com/lens-studio?ref=supporthuman.cx), an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, [Spectacles](https://www.spectacles.com/?ref=supporthuman.cx). We’re looking for a Specialist to join the Trust & Safety Global Operations team! We want someone who is able to keep calm under pressure, and is excited about improving workflows and proactively seeking ways to enhance the Snapchat experience. From developing support resources to tracking and escalating community issues, we’re looking for a utility player who is eager to help our community, keep Snapchatters safe, and isn’t afraid to roll up their sleeves and support wherever needed. Due to the nature of Trust & Safety (T&S) work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing. Our team has carefully devised measures and support in place to ensure wellness for all of our team members. **What you'll do:** - Review abuse and safety incident reports, take appropriate action per operations policies and follow through clearly and consistently on every report; - Drive improvement initiatives by providing guidance on policy development and executing projects that will enhance existing workflows; - Review team members’ work, provide feedback, create and deliver training; - Identify and escalate new issues and trends; - Assist in improving our support resources and content; - Work in a constantly evolving environment, adapting to new policies, workflows, and tooling - Serve as a consultative partner with our vendor team and provide expertise for processing all types of requests with a high degree of quality and efficiency; - You set an example and are an active mentor of others, showing flexibility and impeccable teamwork in order to effectively prioritize competing demands. **Knowledge, skills, & abilities:** - Comfort working within a content moderation environment; - Use a high level of judgment in cases where policies are not yet clearly defined; - Excellent verbal and written communication skills; - Experience reviewing sensitive content and a meticulous attention to detail; - Familiarity with online child safety, fraud, spam, or other types of abuse; - Proven track record managing data sets and using data to inform decision making; - Ability to prioritize, focus and thrive in a dynamic work environment, and to adapt to evolving business needs; - Experience collaborating with internal and external stakeholders at various levels within the company; - Great judgment and ability to problem-solve, both alone and with peers; - Developed perspective on prominent trends and issues in the online safety world; - Experience interacting with NCMEC or law enforcement is advantageous; - Ability to work a shift pattern that includes weekends and holidays; - Experience working with tools like Zendesk, JIRA, and Looker. **Minimum Qualifications:** - Bachelor’s degree or equivalent work experience - 2+ years of relevant work experience If you have a disability or special need that requires accommodation, please don’t be shy and provide us some [information](https://docs.google.com/forms/d/e/1FAIpQLScV7t31iR3yYR9ztGDHJpbvL63svWpb6s0afkBkLEjGnDx4Kg/viewform?ref=supporthuman.cx). "Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets. [Our Benefits](http://careers.snap.com/benefits?ref=supporthuman.cx): Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success! **Compensation** In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These pay zones may be modified in the future. [Zone A (CA, WA, NYC)](https://careers.snap.com/us-payzones?ref=supporthuman.cx): The base salary range for this position is $78,000-$117,000 annually. [Zone B](https://careers.snap.com/us-payzones?ref=supporthuman.cx): The base salary range for this position is $74,000-$111,000 annually. [Zone C](https://careers.snap.com/us-payzones?ref=supporthuman.cx): The base salary range for this position is $66,000-$100,000 annually. This position is eligible for equity in the form of RSUs. ### Child Safety Enforcement Specialist, Trust and Safety URL: https://supporthuman.cx/jobs/child-safety-enforcement-specialist-trust-and-safety/ Last updated: 2026-08-08T00:06:27.000Z Location: Dublin ## [Google](https://www.google.com/about/careers/applications/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Shamelessly stealing commentary from when I looked at a similar role listed at YouTube: I'm not putting this in Tread Carefully because anything in the job is jumping out at me specifically – let's say it's a general wariness about Google's working environment and the fact that, again, the company doesn't address how they protect the mental health of those working in Trust & Safety at the company. Also, no salary transparency. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Child Safety Enforcement Specialist, Trust and Safety](https://www.google.com/about/careers/applications/jobs/results/100396075755414214-child-safety-enforcement-specialist-trust-and-safety?q=child%20safety&ref=supporthuman.cx#!t=jo&jid=127025001&) **Minimum qualifications:** - Bachelor's degree or equivalent practical experience. - 4 years of experience in Trust and Safety, content policy, law enforcement, or a related field. - 2 years of experience with online child sexual abuse material as part of removal flows, calibrations, and escalations management. **Preferred qualifications:** - Expert knowledge of child safety, and an extensive track record of working in complex policy compliance, content analysis, or Trust and Safety - Ability to work independently, complete projects in a timely manner, and navigate and influence cross-team stakeholders with excellent leadership skills - Ability to review or be exposed to sensitive or violative content as part of core role - Strong analytical, troubleshooting and problem solving skills. - Excellent written and verbal communication skills, with the ability to craft clear and concise narratives and present them to a range of stakeholders **About the job** Trust & Safety team members are tasked with identifying and taking on the biggest problems that challenge the safety and integrity of our products. They use technical know-how, excellent problem-solving skills, user insights, and proactive communication to protect users and our partners from abuse across Google products like Search, Maps, Gmail, and Google Ads. On this team, you're a big-picture thinker and strategic team-player with a passion for doing what’s right. You work globally and cross-functionally with Google engineers and product managers to identify and fight abuse and fraud cases at Google speed - with urgency. And you take pride in knowing that every day you are working hard to promote trust in Google and ensuring the highest levels of user safety. In this role, you will be responsible for leading multi-disciplinary projects across our global Child Safety teams to drive strategic response to, and get ahead of, emerging risk areas. You will create structures and thought leadership to drive cross-functional consensus on business needs. You will work in close partnership with Legal, Compliance, Policy, Product, and Engineering as an integral member of cross-functional product teams. You will help identify risks and clearly communicate goals to project stakeholders. Your work spans multiple teams, time zones and hemispheres, and it's your responsibility to drive end-to-end execution. This role requires regular review of graphic, controversial, and sometimes offensive content in line with Google's policies At Google we work hard to earn our users’ trust every day. Trust & Safety is Google’s team of abuse fighting and user trust experts working daily to make the internet a safer place. We partner with teams across Google to deliver bold solutions in abuse areas such as malware, spam and account hijacking. A diverse team of Analysts, Policy Specialists, Engineers, and Program Managers, we work to reduce risk and fight abuse across all of Google’s products, protecting our users, advertisers, and publishers across the globe in over 40 languages. **Responsibilities** - Implement the child safety enforcement strategy based on deep domain expertise related to child safety and identify problems and create knowledge, programs and processes to solve them proactively while creating and maintaining enforcement guidelines. - Design and implement innovative, best practice, scalable enforcement processes and conduct accurate child safety reviews, and own decisions on gray area cases. - Analyze, prioritize and action external intelligence and internal expertise to identify new forms of abuse, increase volume and accuracy of content detected and action, reduce manual reviews, and ensure regulatory compliance. - Lead projects with multiple stakeholders to enhance abuse detection systems and mitigate user harm and effectively build relationships and leverage influence and communication skills to manage diverse stakeholders. Information collected and processed as part of your Google Careers profile, and any job applications you choose to submit is subject to Google's [Applicant and Candidate Privacy Policy](https://careers.google.com/privacy-policy/?ref=supporthuman.cx). Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also [Google's EEO Policy](https://www.google.com/about/careers/applications/eeo/?ref=supporthuman.cx), [Know your rights: workplace discrimination is illegal](https://careers.google.com/jobs/dist/legal/EEOC%5FKnowYourRights%5F10%5F20.pdf?ref=supporthuman.cx), [Belonging at Google](https://about.google/belonging/?ref=supporthuman.cx), and [How we hire](https://careers.google.com/how-we-hire/?ref=supporthuman.cx). If you have a need that requires accommodation, please let us know by completing our [Accommodations for Applicants form](https://goo.gl/forms/aBt6Pu71i1kzpLHe2?ref=supporthuman.cx). Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting. To all recruitment agencies: Google does not accept agency resumes. Please do not forward resumes to our jobs alias, Google employees, or any other organization location. Google is not responsible for any fees related to unsolicited resumes. ### Trust & Safety Analyst I URL: https://supporthuman.cx/jobs/trust-safety-analyst-i/ Last updated: 2026-08-07T22:12:34.000Z ## [Flodesk](https://flodesk.com/careers?ref=supporthuman.cx) | $60,000-$75,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Solid, straightforward job description with no red or yellow flags and a decent salary for what appears to be a truly entry-level Trust & Safety role. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Trust & Safety Analyst I](https://boards.greenhouse.io/flodesk/jobs/4047597008?ref=supporthuman.cx) Flodesk is one of the world’s fastest-growing email marketing companies, built to help creators sell online and design emails that people love to get. Our commitment to small business owners is to create simple and intuitive tools that help them grow, nurture, and monetize their email list. We’re a remote-first company headquartered in San Francisco, California, with a team that reflects the diversity and creativity of the people we serve. Join our mission to level the playing field for small business owners through good design! Join our **Member Experience** team where you'll play a role in protecting the Flodesk platform and members from fraudulent or suspicious activities within our customer base. As a **Trust & Safety Analyst I,** you will report to the Director of Member Experience & Safety, work amongst a growing team of Trust & Safety Analysts, and collaborate with Member Experience professionals. The role includes a blend of areas across email abuse, payment review, account security, and general adherence to Flodesk Terms of Service. **What you'll do:** - Take actions to deter fraudulent activities across the range of Flodesk products and features (email, checkout, etc). - Identify trends, conduct deep dive investigations, and provide feedback to management on initiatives that could prevent future issues. - Communicate with customers to ensure transparency around the review process and assist them in completing required actions. - Meet quality assurance expectations in customer interactions. - Collaborate with our Data team to ensure that the Trust and Safety metrics we track are actionable and lead to an achievable strategy. - Process payment disputes in coordination with our members to mitigate loss to the business and adverse impacts to customer accounts. - Stay informed and educated on Flodesk products and services to ensure compliance with external regulations / requirements. **What you bring:** - 3 or more years of experience in a customer facing role preferred but not required (collections, technical support, etc.) - 1 or more years of experience in fraud related roles preferred but not required (compliance, fraud analyst, etc.) - Previous Trust and Safety experience is preferred by not required - Can handle sensitive content issues, including but not limited to graphic content, offensive or derogatory language, child safety, and other potentially objectionable material - Understanding of abuse trends specific to US cultural norms and sensitivities - Effective communicator who can tailor their delivery of content based upon diverse learning styles. **What we bring:** - $60,000 - $75,000 base salary - Fully paid health insurance - 16 weeks paid parental leave - Unlimited flexible time off - 401k match (US employees only) - A team that values diversity and inclusion with a leadership team that's 70% women; 85% underrepresented minorities *Flodesk is an equal opportunity employer. We are committed to building a diverse and inclusive workforce and do not discriminate based on race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other legally protected characteristics, Rippling is committed to providing reasonable accommodations for candidates with disabilities who need assistance during the hiring process. To request a reasonable accommodation, please email people@flodesk.com* *Notice to California-based Candidates for Employment. This California Candidate Privacy Notice is intended to provide information about how Flodesk collects and uses personal information to California consumers who apply for employment with Flodesk. If you are employed by Flodesk, refer to the Employee Handbook for additional information. For any questions about this notice, please contact People@flodesk.com.* *Personal Information Flodesk Collects:* *Identifiers Including name, address, email, telephone number, social security number, driver license number, passport number, and other personal identifying information. Characteristics of protected classifications under California or federal law, including demographic information and other personal information obtained during the application process, such as gender, race, national origin. Professional or employment-related information, such as salary/compensation and benefits packages, other relocation or job preferences, prior background, experience, skills, and other information in support of your application, reference information. Any other information you provide as a part of recruitment, job application, or interview process.* *Purposes for Collecting Personal Information:* *To consider qualifications, skills, and interest for employment. To communicate with you during the recruitment and interview process. To provide compensation, including payroll, and administer stock options and benefits, including medical, dental, vision, commuter, and retirement benefits. To provide human resources services and conduct performance evaluations. To monitor work eligibility including work-related licenses, credentials, training, and eligibility to work in the United States. To improve recruitment and interview processes and ensure a safe and efficient working environment. To comply with applicable legal or regulatory requirements including state and federal company reporting obligations.* ### Senior Analyst, Community Operations URL: https://supporthuman.cx/jobs/senior-analyst-community-operations/ Last updated: 2026-08-07T22:12:36.000Z ## [Twitch](https://www.twitch.tv/jobs?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This role seems like an interesting blend of Trust & Safety, Community, and Customer Support. Alas, there's no salary transparency, though, so into Tread Carefully it goes. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Senior Analyst, Community Operations](https://www.twitch.tv/jobs/careers/7517448002/?ref=supporthuman.cx) **About Us** Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on [LinkedIn](https://link.twitch.tv/TwitchLinkedinJD?ref=supporthuman.cx) and [Twitter](https://link.twitch.tv/TwitchTwitterJD?ref=supporthuman.cx), and discover the projects we’re solving on our [Blog](https://link.twitch.tv/TwitchBlogJD?ref=supporthuman.cx). Be sure to explore our [Interviewing Guide ](https://link.twitch.tv/TwitchInterviewingJD?ref=supporthuman.cx)to learn how to ace our interview process. **About the Role** Twitch ​Customer Trust is at the core of our efforts to keep Twitch a welcoming and safe place for global creators to build a diverse, inclusive and supportive culture for all of Twitch's community members. With Amazon's customer obsession philosophy, we are bolstering our Customer Trust team to provide excellent service to all of our community members. We are looking for a Sr. Analyst in the Asia–Pacific (APAC) region to join our growing global team who is passionate about solving issues and mitigating harmful content for our community. As Sr. Analyst, you will review and resolve customer support requests and investigate reports using a variety of internal systems, CRMs and data analytics tools to navigate user accounts, research and review policies, and communicate solutions to our community. You will support a variety of Twitch users, while ensuring they have the best possible experience. You will also spend time working with product and engineering teams to share customer feedback and insights to help us build the best possible platform and services for our community. You can work either onsite at Twitch's Sydney office (Amazon office) or remote in Australia. **You Will:** - You will report to your direct manager that is based in the APAC region and work global peers - Work rotating shifts as part of a globally-dispersed 24/7/365 team (including weekend and holidays coverage). - Contribute to both Trust and Safety and Customer Experience operations, including resolving customer problems within the target service levels we establish for our customers, respond to urgent escalations from our vendor and work with our teams to reduce harms. - Identify trends/latest issues by using the internal tools, CRM and data analysis tools to take proactive measures to ensure our community receives the best support possible. - Work in a fast evolving environment - Conduct objective, unbiased, evidenced-based investigations - Uphold company values and aim to always improve the platform and community experience **You Have:** - BA/BS degree or Associate's degree or applicable work experience - 3+ years experience working within Customer Experience, Tech support or Trust and Safety field specifically on an operations team - Demonstrated experience with and delivery of exceptional customer experiences and a customer-first attitude - Resilient to offensive or disturbing behavior, language, and content - Data-driven approach to execution **Bonus Points** - Work well in a globally distributed team environment - Knowledge of Twitch and the Twitch community - Experience as a broadcaster on Twitch or a channel moderator - Proficiency with a second language: Japanese, Chinese or Russian - Proficiency with JIRA, GitHub, Salesforce, Tableau, SQL and different broadcasting software - Distinguish a dank meme from a regular meme **Perks** - Corporate Health Insurance & Life Insurance or Private Medical Insurance - Dental, Vision & Life Insurance - Superannuation or Pension Plan - Maternity & Parental Leave - Paid Time Off & Holidays - Commuter Benefits (only for the on-site employees *We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.* *Twitch values your privacy. Please consult our* [*Candidate Privacy Notice*](https://www.twitch.tv/jobs/en/legal/privacy-notice/?ref=supporthuman.cx)*, for information about how we collect, use, and disclose personal information of our candidates.* Job ID: TW8518 #LI-Remote #RemoteFriendly ### Program Manager, Community URL: https://supporthuman.cx/jobs/program-manager-community/ Last updated: 2026-08-08T00:05:46.000Z Location: New York City ## [Twitch](https://www.twitch.tv/jobs?ref=supporthuman.cx) | $66,800—$142,800 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Again, the salary range is really wide, and the low end sucks. But everything else seems pretty straightforward. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Program Manager, Community](https://www.twitch.tv/jobs/careers/7516072002/?ref=supporthuman.cx) **About Us** Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on [LinkedIn](https://link.twitch.tv/TwitchLinkedinJD?ref=supporthuman.cx) and [Twitter](https://link.twitch.tv/TwitchTwitterJD?ref=supporthuman.cx), and discover the projects we’re solving on our [Blog](https://link.twitch.tv/TwitchBlogJD?ref=supporthuman.cx). Be sure to explore our [Interviewing Guide](https://link.twitch.tv/TwitchInterviewingJD?ref=supporthuman.cx) to learn how to ace our interview process. **About the Role** The Program Manager, Community role exists within Twitch's Creator Expansion team, part of the Partnerships organization. You will utilize their experience working with creators to support non-traditional streamers using Creator Clubs, a new program to bring like-minded creators together. You will create touch points within each Creator Club through education, networking and events. You will gather and communicate feedback from the creators you partner with to support future improvements to the experience of streamers on Twitch. You will report to the Community Team Lead, within Creator Expansion. This position is based in NYC. **You Will:** Drive recruitment and selection for specific creator types under the Creator Clubs Program - Implement creator-centric programs through scaled education and engagement programs - Represent Twitch in both virtual and in-person environments, being an advocate for the interests of Twitch creators in each Club **You Have:** - 3+ years of experience planning creator-focused events or activations - Proven ability to manage multiple priorities concurrently - Experience managing and developing cross-functional relationships - Excellent communication skills, both written and verbal **Bonus Points** - Experience of event planning and management - Familiarity with online communities and social platforms - Speaks a major European language (aside from English) **Perks** - Medical, Dental, Vision & Disability Insurance - 401(k) - Maternity & Parental Leave - Flexible PTO - Amazon Employee Discount *We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.* *Twitch values your privacy. Please consult our* [*Candidate Privacy Notice*](https://www.twitch.tv/jobs/en/legal/privacy-notice/?ref=supporthuman.cx)*, for information about how we collect, use, and disclose personal information of our candidates.* Job ID: TW8515 *Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. This position will remain open until filled. For more information, please visit* [*https://www.twitch.tv/jobs/en/#learn-more*](https://www.twitch.tv/jobs/en/?ref=supporthuman.cx#learn-more)*. Applicants should apply via our internal or external career site.* Remote US Pay Per Year $66,800—$142,800 USD ### Senior Manager, Trust and Safety Operations (Americas) URL: https://supporthuman.cx/jobs/senior-manager-trust-and-safety-operations-americas/ Last updated: 2026-08-07T22:12:38.000Z ## [Twitch](https://www.twitch.tv/jobs/?ref=supporthuman.cx) | $119,900—$198,300 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Twitch is so far the only company that's even paid cursory lip service to mental health (they reference it in the Benefits section of their Careers page, but it's mentioned separately), so they've got that going for them. The salary is suspiciously wide, and, in my opinion, the low end is too low for a role this senior. Otherwise, it seems like a standard Trust & Safety Ops role. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Senior Manager, Trust and Safety Operations (Americas)](https://www.twitch.tv/jobs/careers/7477372002/?ref=supporthuman.cx) **About Us** Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day. We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on [LinkedIn](https://link.twitch.tv/TwitchLinkedinJD?ref=supporthuman.cx) and [Twitter](https://link.twitch.tv/TwitchTwitterJD?ref=supporthuman.cx), and discover the projects we’re solving on our [Blog](https://link.twitch.tv/TwitchBlogJD?ref=supporthuman.cx). Be sure to explore our [Interviewing Guide](https://link.twitch.tv/TwitchInterviewingJD?ref=supporthuman.cx) to learn how to ace our interview process. **About the Role** Customer Trust is at the core of our efforts to keep Twitch a welcoming, safe and trusted place for people to build communities. The Senior Manager, Trust & Safety Operations will therefore be an essential element of the team, acting as the senior member for the operational aspects of keeping Twitch users safe in the Americas and coordinating global content moderation across multiple locations. As part of Customer Trust, you will help serve our growing community. We look for the qualities of professionalism, initiative, and sound decision-making in all candidates, and will seek someone with a background in operational management in the fields of online Trust & Safety, content moderation or customer service. You can work in remotely in the US. **You Will:** - Lead and develop Twitch’s Trust & Safety Operations team in the Americas to support business needs and trends across multiple markets - Manage and mentor team members - Work with global management peers to manage: - Working to targets for operational success and goal achievement and experimenting with methodologies / inputs to continually approve - Leadership of key workstreams including Investigations and Operational Harms in order to drive high quality outcomes for the Twitch Community on complex content moderation issues - Manage relevant workflows, processes and documentation to ensure clarity and consistency in operations - Own the tracking and achievement of relevant metrics and KPIs, taking proactive measures to ensure achievement of target performance levels - Work cross-functionally throughout the Twitch business to coordinate relevant work, with particular emphasis on Partnerships, Legal, Marketing, Policy, CX, and Product teams - Deliver on large projects and initiatives in a fast-paced and complex environment - Develop strategies for performance management, team engagement and operational efficiency improvements - Interface regularly with Customer Trust global leadership, working across international time zones to ensure issue response in line with the nature of a live streaming service - Aid the Moderation team in the handling of sensitive or disturbing content including CSAM or potentially illegal video or images **You Have:** - BA/BS degree - 5+ years in an operational online safety or content moderation, with 3+ years of direct management experience - Expertise in the creation and development of large operational teams - Demonstrable experience coordinating operational teams to meet the demands of a fast-paced online service or platform - Data-driven approach to problem-solving and execution - Excellent written and verbal communication skills in English - Comfortable with working flexibly as part of a globally-dispersed 24/7/365 team - Mentally and emotionally resilient to offensive or disturbing behavior, language, and content - Sound, objective decision-making with the ability to recognize potential biases or conflicts of interest **Bonus Points** - Deep familiarity with Twitch, streaming, and internet culture - Proficiency with SQL, Tableau or other data transformation/analytics techniques - Additional language skills - Familiarity with Google Docs and content or community management tools - Awareness of / proficiency with Twitch channel moderation, tools, bots and commands **Perks** - Medical, Dental, Vision & Disability Insurance - 401(k) - Maternity & Parental Leave - Flexible PTO - Amazon Employee Discount - Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.) *We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.* *Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.* *Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.* *Twitch values your privacy. Please consult our* [*Candidate Privacy Notice*](https://www.twitch.tv/jobs/en/legal/privacy-notice/?ref=supporthuman.cx)*, for information about how we collect, use, and disclose personal information of our candidates.* Job ID: TW8489 #LI-Remote #RemoteFriendly *Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. This position will remain open until filled. For more information, please visit* [*https://www.twitch.tv/jobs/en/#learn-more*](https://www.twitch.tv/jobs/en/?ref=supporthuman.cx#learn-more)*. Applicants should apply via our internal or external career site.* ### Sr. Policy Manager, Trust & Safety URL: https://supporthuman.cx/jobs/sr-policy-manager-trust-safety/ Last updated: 2026-08-08T00:05:47.000Z Location: New York City ## [Match Group](https://www.lifeattinder.com/?ref=supporthuman.cx) | $141,000-$151,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** I am really struggling to understand this role at Match Group in comparison to the [Trust & Safety Policy Manager](https://supporthuman.cx/trust-safety-policy-manager/) role at Tinder (one of the dating apps in Match Group's portfolio). The salaries are very close, and in some ways, the duties of this role seem junior to those of the Trust & Safety Policy Manager, yet this role requires more experience (although not much more). I don't know what's going on over there or how their T&S teams are structured, but it's pretty concerning. In the context of both roles, I think Tread Carefully is warranted. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Sr. Policy Manager, Trust & Safety](https://jobs.lever.co/matchgroup/a47867b0-460c-4701-a25a-6b6d7db458fc?ref=supporthuman.cx) We're seeking a highly skilled and motivated Sr. Policy Manager, Trust & Safety. As a Sr. Policy Manager at Match Group, you will be responsible for designing and implementing the policies we use to ensure user safety and authenticity across both our online dating and live app brands. This role requires strong technical skills, project management abilities, and effective collaboration with cross-functional teams. Match Group is a leading provider of dating products available globally. Our portfolio includes Tinder, Match, OkCupid, Hinge, PlentyOfFish, and others, each designed to help singles find a meaningful connection. **How you’ll make an impact:** - You will develop comprehensive trust and safety policies that align with industry standards, legal requirements, and the unique needs of Match Group apps. - You will guide Match Group’s policy strategy, including helping define the standards and expectations that policies across Match Group’s brands are expected to meet. - You will develop policy and knowledge management frameworks to scale Match Group’s policy efforts. - You will collaborate with cross-functional teams to ensure effective implementation of trust and safety policies across platforms and regions. - You will create clear and concise policy communications to ensure all policy stakeholders within Match group understand their responsibilities and obligations. Ensure policies are easily accessible for reference. - You will lead projects related to policy implementation, including planning, monitoring, problem-solving, and timely completion at portfolio scale. - You will stay informed about evolving laws and regulations related to trust and safety. Ensure policies meet regulatory requirements and keep the organization in compliance. - You will conduct periodic audits to evaluate policy effectiveness and identify areas for improvement. Make necessary updates to policies based on emerging challenges and feedback. - You will develop training programs to educate employees on trust and safety policies, procedures, and best practices, as well as serve as primary consultant for user facing policy education. - You will conduct ongoing risk assessments to identify potential vulnerabilities and proactively address them. Collaborate with internal teams to develop strategies for risk mitigation. - You will stay up-to-date with industry trends, emerging threats, and best practices related to trust and safety. Engage with external partners and industry organizations to share knowledge and contribute to industry-wide safety initiatives. ### We may be a match if: - You have 5+ years or comparable experience in drafting, implementing and enforcing user safety policies and standards, preferably within the technology or online services industry. - You have demonstrated project management skills, including planning, monitoring, problem-solving, and on-time delivery of work. - You have the ability to independently resolve complex issues, exercise sound judgment, and make data-driven decisions and are comfortable navigating ambiguity and working on projects that address difficult and sensitive issues (such as violence, racism, sexuality, etc.) - You have a collaborative mindset, working effectively with cross-functional teams and stakeholders at different levels. - You have the ability to handle sensitive information discreetly, maintain confidentiality, and comply with privacy regulations. - You have knowledge of industry trends, best practices, and regulatory frameworks related to trust and safety. Familiarity with AI and machine learning technologies used in trust and safety is a plus, but not required. ### About this Team: - Our Trust & Safety team is very purpose-driven and holds a strong conviction for the safety of our users. This team is more like a family than just co-workers. - Successful individuals on this team are driven to meet and exceed goals & possess the ability to juggle several projects and requests with exceptional time management skills. $141,000 - $151,000 a year Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in New York, NY. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting. LI-MG1 **Why Match Group?** Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer: ***Mind & Body*** – Medical, mental health, and wellness benefits to support your overall health and well-being ***Financial Wellness*** – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security ***Unplug*** – Generous PTO and 18 paid holidays so you can unplug **Career** – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work ***Family*** – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts **Company Gatherings** – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging!*We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.* ***If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact*** [***employeebenefits@matchgroup.com***](mailto:employeebenefits@matchgroup.com)***.*** ### Trust & Safety Policy Manager URL: https://supporthuman.cx/jobs/trust-safety-policy-manager/ Last updated: 2026-08-08T00:06:39.000Z Location: West Hollywood ## [Tinder](https://www.lifeattinder.com/?ref=supporthuman.cx) | $107,500-$140,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > We are looking for a Trust & Safety Policy Manager to support our Policy Team. Reporting to the Director, Global Policy, you will oversee an existing team of Policy Analysts to develop, maintain, and implement our Trust & Safety policies. I see Tinder is continuing the trend of down-leveling T&S roles. This really needs to have a more senior title. > Develop, refine, and operationalize Tinder’s user policies to ensure that they can be enforced consistently and at scale around the world Okay, so what's the Director, Global Policy doing? > In collaboration with the Director, establish and execute on a strategic vision for the team and manage ongoing policy related projects No, but seriously. What's the Director, Global Policy actually doing? > Build strong relationships with Product, Engineering, Comms, Marketing, Legal and other partners and act as the Policy Consultant . .... > Act as a global escalation point of contact for policy questions and handle internal communications for policy issues REALLY REALLY. WHAT IS THE DIRECTOR, GLOBAL POLICY DOING? > Build and articulate policy strategy and changes to internal stakeholders I recognize that tree. > 3-4 years of Trust & Safety or other relevant experience, at least 1 year in Trust & Safety Policy > 1-2 years of experience managing or supervising other people's work Okay, my original reaction to this was quite a bit stronger, but I reached out to a T&S friend who reviewed this job listing and wasn't that worried by the lower requirements. I'm upgrading this to Tread Carefully based on their wisdom, but I'm still concerned that the junior title and experience requirements coupled with the pretty senior job duties is not a great mix for success. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Trust & Safety Policy Manager](https://jobs.lever.co/matchgroup/b6b21873-6f81-495e-b7f4-e6a93550b081?ref=supporthuman.cx) **Our Mission** As humans, there are few things more exciting than meeting someone new. At Tinder, we’re inspired by the challenge of keeping the magic of human connection alive. With tens of millions of users, hundreds of millions of downloads, 2+ billion swipes per day, 20+ million matches per day, and a presence in 190+ countries, our reach is expansive—and rapidly growing. We work together to solve complex problems. Behind the simplicity of every match, we think deeply about human relationships, behavioral science, network economics, AI and ML, online and real-world safety, cultural nuances, loneliness, love, sex, and more. Our Trust & Safety Policy Team is dedicated to maintaining our Community Guidelines to help keep our users safe and promote a trusted and inclusive user experience. They work tirelessly to understand user behaviors and create meaningful protections against harmful activity. We are looking for a Trust & Safety Policy Manager to support our Policy Team. Reporting to the Director, Global Policy, you will oversee an existing team of Policy Analysts to develop, maintain, and implement our Trust & Safety policies. You will be a critical leader in our T&S program collaborating with Product, Engineering, Communications, Legal, and others in driving T&S strategies from a policy perspective. Your goals will be to develop and maintain a best in class policy program to ensure the quality and efficacy of our policy enforcement program. We are looking for someone passionate about user policies who is ready to take charge and lead the team forward with strategy, humility, and collaboration. It is possible that this role will be exposed to harmful content as part of ongoing work, in response to escalation requests, or by chance. Topics may include physical/sexual harms, hateful or harassing content, child safety, and similar areas. **Where you’ll work:** This is a hybrid role and requires in-office collaboration two days per week. This position is located in Los Angeles, San Francisco, and/or Palo Alto, CA. **In this role, you will:** - Develop, refine, and operationalize Tinder’s user policies to ensure that they can be enforced consistently and at scale around the world - In collaboration with the Director, establish and execute on a strategic vision for the team and manage ongoing policy related projects - Build strong relationships with Product, Engineering, Comms, Marketing, Legal and other partners and act as the Policy Consultant - Oversee work to improve policies through audits, reviews, and in-depth research - Oversee maintenance of feedback loops and ensuring intelligence is acted on - Direct and manage the team’s workload, including prioritization and allocation of resources - Provide coaching and support to Policy team personnel - Act as a global escalation point of contact for policy questions and handle internal communications for policy issues - Build and articulate policy strategy and changes to internal stakeholders - Work cross functionally on user policy education initiatives - Stay up to date with recent trends in content policy and moderation **You’ll need:** - 3-4 years of Trust & Safety or other relevant experience, at least 1 year in Trust & Safety Policy - 1-2 years of experience managing or supervising other people's work - Solid understanding of how policy decisions impact both products and operations - Excellent track record of project management - Excellent written and verbal communication skills - Excellent cross-functional project management skills with a strong history of collaboration with Legal, Product, and Engineering teams - Ability to multitask, prioritize, and keep up with a large volume of tasks in a fast-paced environment - Knowledge of working with both inhouse moderation and escalations teams, as well as external partner teams - Ability to juggle multiple tasks/timelines at once with extreme attention to detail, navigate ambiguity and is passionate about safety policy as a subject matter **As a full-time employee, you’ll enjoy:** - Unlimited PTO (with no waiting period), 10 annual Wellness Days - Time off to volunteer and charitable donations matching - Comprehensive health, vision, and dental coverage - 100% 401(k) employer match up to 10%, Employee Stock Purchase Plan (ESPP) - 100% paid parental leave (including for non-birthing parents), family forming benefits, and Milk Stork, which provides access to breast milk shipping for business travel, surrogacy, and employee relocation - Investment in your development: mentorship through our MentorMatch program, access to 6,000+ online courses through Udemy, and an annual stipend for your professional development - Investment in your wellness: access to mental health support via Modern Health, and Insight Timer; paid concierge medical membership, pet insurance, fitness membership subsidy, and commuter subsidy - Free subscription to Tinder Gold $107,500 - $140,000 a year The salary range for this position is $107,500 - $140,000\. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in California. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting. **Commitment to Inclusion** At Tinder, we don’t just accept difference, we celebrate it. We strive to build a workplace that reflects the rich diversity of our members around the world, and we value unique perspectives and backgrounds. Even if you don’t meet all the listed qualifications, we invite you to apply and show us how your skills could transfer. Tinder is proud to be an equal opportunity workplace where we welcome people of all sexes, gender identities, races, ethnicities, disabilities, and other lived experiences. Learn more here: [https://www.lifeattinder.com/dei](https://www.lifeattinder.com/dei?ref=supporthuman.cx) *If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact employeebenefits@matchgroup.com.* ### Customer Success Engineer II URL: https://supporthuman.cx/jobs/customer-success-engineer-ii/ Last updated: 2026-08-07T22:12:41.000Z ## [Match Group](https://mtch.com/careers?ref=supporthuman.cx) | $66,000-$100,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** It sounds like they prefer hybrid for this role, but say they are open to remote. Usually I see this role posted as a Solutions Engineer, not a Customer Success Engineer. I kind of dig it! > Results-oriented, self-directed, and inquisitiveStrong attention to detail and a desire to deliver accurately, efficiently, and to a high standard EVERY. TIME. > $66,000 - $100,000 a year I was still mostly on board until I saw this salary. They want a discount engineer. LOL K! [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Engineer II](https://jobs.lever.co/matchgroup/4cdb40b3-c996-409a-a48d-f39e2ea2a73c?ref=supporthuman.cx) We are seeking a talented and motivated Customer Success Engineer to join our Match Group Central Platform team. Our mission is to provide central services to all brands under the Match Group umbrella as a **unique internal provider** of Software as a Service (SaaS). As a team member, you will be responsible for supporting multiple central services that are used by and have a direct impact on the success of brands in the Match Group portfolio. As a part of the team, you will have the opportunity to learn about the greater technical ecosystem at Match Group and Tinder, and to play a crucial role in supporting our brands. **Where you’ll work:** This is a hybrid role and requires in-office collaboration 2x per week (Los Angeles, Palo Alto, Dallas). We're also open to remote. *Match Group is a leading provider of dating products across the globe. Our portfolio includes Tinder, Match, Hinge, Plenty of Fish, and others, each designed to spark meaningful connections for singles worldwide.* ### In this role you will: - Work closely with the central platform engineering & product team to operate and support central services for our MG brands - Be a first point of contact (representatives) for our engineering team with holding in-depth knowledge of our team’s services and technologies - Build strong rapport with brand developers and prospects by communicating solutions to various technical issues - Educate and train customers on existing product capabilities and documentation through scheduled conference calls, as well as demos - Deliver customer feedback in the form of stories and tasks using our Jira so that product and engineering teams can continuously enhance the services and technologies - Proactively monitor our key system & business metrics and voice up for brands’ success - Continuously update our technical develop-facing documentation based on the inputs and feedback we receive from brands - Review all of our services’ API endpoints, understand them, and manage them using the Postman to quickly support the brands as needed - Wear the brand stakeholders’ shoes and voice up for customers to satisfy our customers’ needs and goals - Communicate and escalate issues to the proper engineering teams or owners for resolution - Use company data tools to investigate problems and correlate them to release events or code rollouts - Set up the SLA (Service Level Agreement) with engineers and work together to meet the SLA for our customers ### We could be a Match if you have: - 2+ years of professional experience as a customer success engineer/developer support specialist/sales engineer or similar roles - Being able to write a quick simple script language (javascript, python, shell, ..) to automate the repeated process - Possesses enough understanding of programming concepts and application programming interfaces (APIs) to communicate with developers - Fluency in API setup using tools such as Postman, simulate, and debug REST API JSON request and responses - Familiarity with cloud providers or infrastructure and GitAbility to fast learn new technology and service - Results-oriented, self-directed, and inquisitiveStrong attention to detail and a desire to deliver accurately, efficiently, and to a high standard - Ability to work collaboratively and independently while managing multiple projects, assignments, and/or responsibilities - Ability to rapidly assess, analyze, and resolve or troubleshoot issues and distill into clear and concise communications - Ability to work in a complex ecosystem with many layers of systems, services, and tools ### Bonus Points: - Experience in any programming languages (C#/Java/Kotlin/Typescript/golang) - Experience working at B2B/SaaS companies - Experience using Spring framework (Spring Boot, Webflux/React, GRPC) - Experience using .NET framework - Experience working with AWS cloud provider/services - Experience working with Jira and Jira Service Management - Experience working with artifact registry (e.g., JFrog) - Experience working with documentation system (e.g., Docusaurus) and monitoring systems (e.g., Datadog, newrelic, Kibana, Grafana, Prometheus) $66,000 - $100,000 a year *Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary range is reflective of a position based in Los Angeles, New York City, Chicago, Denver, or Dallas. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.* #LI-CENTRAL#LI-REMOTE#LI-CH1 **Why Match Group?** Our mission is simple – to help people find love and happiness! We love our employees too and understand the importance of all life's milestones. Here are some of the benefits we are proud to offer: ***Mind & Body*** – Medical, mental health, and wellness benefits to support your overall health and well-being ***Financial Wellness*** – Competitive compensation, 100% employer match on 401k contributions up to 10% (cap at $10,000), as well as an employee stock purchase program to help you feel supported in your financial security ***Unplug*** – Generous PTO and 18 paid holidays so you can unplug **Career** – Annual training allowance for professional development and ERG membership opportunities and events so you feel connected and empowered in your work ***Family*** – Families come in all shapes and sizes so we offer 20 weeks of 100% paid parental leave, fertility, adoption, and child care resources, as well as pet insurance and discounts ***Company Gatherings*** – We host fun happy hours and company events where our employees get to know each other and build a sense of connection and belonging! *We are proud to be an equal opportunity employer and we value the rich dynamics that diversity brings to our company. We do not discriminate on the basis of race, religion, color, creed, national origin, ancestry, disability, marital status, age, sexual orientation, sex (including pregnancy and sexual harassment), gender identity or expression, uniformed service or veteran status, genetic information, or any other legally protected characteristic. Period.* ***If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact*** [***employeebenefits@matchgroup.com***](mailto:employeebenefits@matchgroup.com)***.*** ### Enforcement Lead, Trust & Safety URL: https://supporthuman.cx/jobs/enforcement-lead-trust-safety/ Last updated: 2026-08-07T22:12:42.000Z ## [Anthropic](https://www.anthropic.com/careers?ref=supporthuman.cx) | $280,000—$300,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** As with their other roles, the person in this role will need to be in office 25% of the time. Also requires proficiency in SQL and Python. I continue to wish that Anthropic would address how they're mitigating the mental health risks of Trust & Safety work, and there are some minor flags ("fast-paced environment," hello darkness my old friend), but it's a solid Eh, It's Probably Fine. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Enforcement Lead, Trust & Safety](https://boards.greenhouse.io/anthropic/jobs/4041946008?ref=supporthuman.cx) Remote-Friendly (Travel Required) | San Francisco, CA **About Anthropic** Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. **About Anthropic** Anthropic is an AI safety and research company that’s working to build reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our customers and for society as a whole. Our interdisciplinary team has experience across ML, physics, policy, business and product. **About the role:** As an Enforcement Lead on the Trust and Safety team, you will develop enforcement and monitoring strategies for upholding our Usage Policies.This role sits on the Policy Enforcement team and reports to the Head of Enforcement. As a senior IC, you will work closely with the Product Policy team to develop deep expertise in our [Usage Policy](https://www.anthropic.com/legal/aup?ref=supporthuman.cx) and internal policy standards so that they can be consistently enforced across our suite of products, customers and users. You will be a key driver in shaping and enforcing our policies, making critical decisions that directly impact the safety and integrity of our platform. This position will provide leadership to a cross-functional team conducting risk assessments on new products and features, recommending mitigation strategies, and working closely with Product teams on implementation. **IMPORTANT CONTEXT ON THIS ROLE:** In this position you may be exposed to and engage with explicit content spanning a range of topics, including those of a sexual, violent, or psychologically disturbing nature. There is also an on-call responsibility across the Policy and Enforcement teams. **Responsibilities** - Drive the development, implementation, and enforcement of AI policies across Anthropic’s products, ensuring consistency and effectiveness - Build out processes and intake methods to evaluate new products for trust and safety issues, working closely with product teams to establish a robust risk assessment framework - Utilize risk analyses and metrics to develop new enforcement mitigation strategies, working closely with Product and Engineering - Analyze harmful behavior and identify trends to better understand the threat landscape and help improve our detection methods - Make critical policy enforcement decisions, balancing the need for safety with the potential impact on our users and customers - Collaborate closely with internal stakeholders, driving alignment on abuse mitigation strategies, and providing strategic guidance to ensure the safe and responsible deployment of AI capabilities - Understand and oversee the customer journey across all T&S enforcement actions from detection to user communication to appeals **You may be a good fit if you:** - Understand the challenges and opportunities of operationalizing product policies, including in the content moderation space, and can incorporate this into our enforcement strategy - Have experience developing and implementing processes that scale globally in a fast paced environment - Think creatively about how to use technology in a way that is safe and beneficial, and ultimately furthers the goal of advancing safe AI systems - Foster strong relationships with internal teams, including product, engineering, legal, sales, support, security, and marketing to ensure seamless collaboration and alignment on new product launches. - Have a strong ability to navigate ambiguity, build consensus, and execute - Are proactive, enjoy identifying policy and process gaps, and owning end to end solutions - Have proficiency in SQL and Python **Deadline to apply:** None. Applications will be reviewed on a rolling basis. The expected salary range for this position is: Annual Salary:$280,000—$300,000 USD **Logistics** **Location-based hybrid policy:** Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices. **US visa sponsorship:** We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate; operations roles are especially difficult to support. But if we make you an offer, we will make every effort to get you into the United States, and we retain an immigration lawyer to help with this. **We encourage you to apply even if you do not believe you meet every single qualification.** Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. **Compensation and Benefits\*** Anthropic’s compensation package consists of three elements: salary, equity, and benefits. We are committed to pay fairness and aim for these three elements collectively to be highly competitive with market rates. **Equity** \- **For eligible roles**, equity will be a major component of the total compensation. We aim to offer higher-than-average equity compensation for a company of our size, and communicate equity amounts at the time of offer issuance. **US Benefits** \- The following benefits are for our US-based employees: - Optional equity donation matching. - Comprehensive health, dental, and vision insurance for you and all your dependents. - 401(k) plan with 4% matching. - 22 weeks of paid parental leave. - Unlimited PTO – most staff take between 4-6 weeks each year, sometimes more! - Stipends for education, home office improvements, commuting, and wellness. - Fertility benefits via Carrot. - Daily lunches and snacks in our office. - Relocation support for those moving to the Bay Area. **UK Benefits** \- The following benefits are for our UK-based employees: - Optional equity donation matching. - Private health, dental, and vision insurance for you and your dependents. - Pension contribution (matching 4% of your salary). - 21 weeks of paid parental leave. - Unlimited PTO – most staff take between 4-6 weeks each year, sometimes more! - Health cash plan. - Life insurance and income protection. - Daily lunches and snacks in our office. *\* This compensation and benefits information is based on Anthropic’s good faith estimate for this position as of the date of publication and may be modified in the future. *Employees based outside of the UK or US will receive a different benefits package.* The level of pay within the range will depend on a variety of job-related factors, including where you place on our internal performance ladders, which is based on factors including past work experience, relevant education, and performance on our interviews or in a work trial.* **How we're different** We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills. The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences. **Come work with us!** Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. ### Helpdesk Analyst URL: https://supporthuman.cx/jobs/helpdesk-analyst/ Last updated: 2026-08-07T22:12:44.000Z ## [ACLU](https://www.aclu.org/careers/?ref=supporthuman.cx) | $83,552 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > The ACLU seeks a full-time position of Helpdesk Analyst in the Information Technology Department of the ACLU’s National office in San Francisco, CA. This is a hybrid role that has in-office requirements of four (4) days per week. Friends. Comrades. Four days a week in-office is not a hybrid role. That's an on-site role with one day a week telework-authorized. C'mon, y'all. > Ability to work in a fast-paced environment and demonstrate grace under pressure Eehhhhh, why though? You're serving internal audiences – what kind of culture are you fostering over there, ACLU? Overall, I'm going to put this in Eh, It's Probably Fine, with a caveat that I really think anyone applying to this role ought to press hard on the "demonstrate grace under pressure" bit. The duties of the role seem pretty straightforward, and while I'm not in love with the salary, it's not terrible. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Helpdesk Analyst](https://www.aclu.org/careers/apply?job=7468486002&type=national&ref=supporthuman.cx) **ABOUT THE JOB** The ACLU seeks a full-time position of **Helpdesk Analyst** in the **Information Technology Department** of the ACLU’s National office in San Francisco, CA. This is a **hybrid role** that has in-office requirements of four (4) days per week. The Information Technology (IT) department provides technology-based services and support for a more than 550-person National staff at our New York, Washington D.C., San Francisco, the Dakotas, Puerto Rico and Durham offices, including staff based in remote locations. ACLU IT support staff ensures that business critical services are available to all staff. **WHAT YOU'LL DO** Reporting to the **Director of Service Desk Operations & End User Experience**, the **Helpdesk Analyst** position is a first point of contact for onsite and remote end user support for IT business applications. The ideal candidate is a forward-thinking individual who possesses excellent communications skills and who is committed to delivering excellent customer service. The Helpdesk Analyst will work with fellow members of the ACLU IT Services Support team and use their technical knowledge to provide second-level and third-level support to all ACLU end users, whether in-person or via virtual mediums. **YOUR DAY TO DAY** - Provide exceptional and timely customer service and technical support to ACLU National and affiliate staff by performing tasks including, but not limited to: - Dispatch, document, prioritize, track and resolve end-user IT hardware and application issues through the ACLU’s helpdesk ticketing system, escalating advanced/complex issues and following-up with staff to communicate progress and ensure issues have been resolved - Engage with end-users and IT Team members through helpdesk ticketing system, email, online chat, phone or in-person to identify IT issues and facilitate resolutions - Configure desktop computers, laptops, software, printers, mobile devices and troubleshooting issues that may occur - Create and manage user accounts and access rights requests and resolve related issues - Provide first point of contact support for ACLU digital file management systems, and email archiving systems, VoIP support and requests services, and mobile device accessibility - Coordinate with other IT departments to ensure that reported issues are being resolved - Provide audio-visual support for conferences and assist with online meetings, including occasional weekend events - Monitor systems and proactively troubleshoot endpoints with out-of-date security patches or antivirus definitions - Must work onsite at our San Francisco, California office at least four out five days per week, Mon-Fri, with business hours of 9:00AM to 5:00PM - Must be able to participate in an on-call rotation - Work with third-party vendors and assist with hardware orders - Engage in special projects and other duties as assigned **FUTURE ACLU'ERS WILL** - Be committed to advancing the mission of the ACLU - Center and embed the principles of equity, inclusion and belonging in their work by demonstrating commitment to diversity with an approach that respects and values multiple perspectives - Be committed to work collaboratively and respectfully toward resolving obstacles and conflicts **WHAT YOU'LL BRING** - Experience working in an IT service position responsible for assisting on-site and/or remote end-users with IT applications and hardware - Ability to support and troubleshoot remote user issues - Excellent judgement, with the ability to respect boundaries with accessing or working with end-user data, documents and personal information, including of a confidential nature - Excellent troubleshooting skills; ability to effectively assist users, resolve issues and escalate as necessary - Familiarity with at least one type of Helpdesk ticketing software preferred - Experience configuring and troubleshooting Microsoft Windows - Experience troubleshooting desktop and mobile device issues - Advanced knowledge of Microsoft Office, Microsoft Teams, SharePoint, Outlook and Mobile technology - Advance knowledge of Microsoft Entra, Intune, Active Directory and Microsoft Exchange. Strong communications, organizational and interpersonal skills - Demonstrated ability to work independently and as part of a team - Ability to work in a fast-paced environment and demonstrate grace under pressure - Demonstrated problem solving abilities - Must be able to operate a computer keyboard, mouse, power tools, and other computer components and tools for using, installing, troubleshooting or removing IT equipment - Must be able to lift and transport moderately heavy objects, such as computers and peripherals **COMPENSATION** The ACLU values equity, transparency, and clarity in pay. Consistent with the ACLU's compensation philosophy there is a set salary for this role. The ACLU also has a locality adjustment policy that applies to salaries. The annual salary for this position is $83,552 (Level J), reflecting the salary of a position based in San Francisco, CA. This position is subject to a hybrid schedule of 4 days/week in-office. **WHY THE ACLU** For over 100 years, the ACLU has worked to defend and preserve the individual rights and liberties guaranteed by the Constitution and laws of the United States. Whether it’s ending mass incarceration, achieving full equality for the LGBTQ+ community, establishing new privacy protections for our digital age, or preserving the right to vote or the right to have an abortion, the ACLU takes up the toughest civil liberties cases and issues to defend all people. We know that great people make a great organization. We value our people and know that what we offer is essential not just their work, but to their overall well-being. At the ACLU, we offer a broad range of benefits, which include: - Time away to focus on the things that matter with a generous paid-time off policy - Focus on your well-being with comprehensive healthcare benefits (including medical, dental and vision coverage, parental leave, gender affirming care & fertility treatment) - Plan for your retirement with 401k plan and employer match - We support employee growth and development through annual professional development funds, internal professional development programs and workshops **OUR COMMITMENT TO EQUITY, DIVERSITY & INCLUSION** Equity, diversity, and inclusion are core values of the ACLU and central to our work to advance liberty, equality, and justice for all. For us diversity, equity and inclusion are not just check-the-box activities, but a chance for us to make long-term meaningful change. We are a community committed to learning and growth, humility and grace, transparency and accountability. We believe in a collective responsibility to create a culture of belonging for all people within our organization – one that respects and embraces difference; treats everyone equitably; and empowers our colleagues to do the best work possible. We are as committed to anti-oppression and anti-racism internally as we are externally. Because whether we’re in the courts or in the office, we believe ‘We the People’ means all of us. With this commitment in mind, we strongly encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, citizenship, disability, veteran status and record of arrest or conviction, or any other characteristic protected by applicable law. *The ACLU is committed to providing reasonable accommodation to individuals with disabilities. If you are a qualified individual with a disability and need assistance applying online, please email* [*benefits.hrdept@aclu.org*](mailto:benefits.hrdept@aclu.org)*. If you are selected for an interview, you will receive additional information regarding how to request an accommodation for the interview process.* **The Department of Education has determined that employment in this position at the ACLU does not qualify for the Public Service Loan Forgiveness Program.** ### Enterprise Customer Experience Manager URL: https://supporthuman.cx/jobs/enterprise-customer-experience-manager/ Last updated: 2026-08-07T22:12:45.000Z ## [Vimeo](https://vimeo.com/careers/?ref=supporthuman.cx) | $86,400-$132,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > The Customer Experience Team is seeking a thought leader Look at me not noping right out of this nonsense. That's growth! > Design and implement customer experience initiatives that drive onboarding, adoption, retention, and organic growth I realize Experience tends to be a catch-all discipline, but this duty feels very vague and hand-wavy to me. > Strong leadership and diplomatic stakeholder management skills When I see the word "diplomatic" or any variation, I immediately start to worry about internal collaboration culture (or lack thereof). > Strong project management skills, organization and attention to detail > A curious and, learning mindset I swear to god: EVERY TIME, WITHOUT FAIL. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Enterprise Customer Experience Manager](https://vimeo.com/careers/jobs/6040441?ref=supporthuman.cx) The Customer Experience Team is seeking a thought leader with experience in project organization and execution to build and manage the Managed Customer Experience program. This role will be responsible for improving onboarding, adoption, engagement and retention through execution of white glove, or managed, Customer Experience lead strategies. **What you’ll do:** - **Program Development and Implementation:** Design and implement customer experience initiatives that drive onboarding, adoption, retention, and organic growth - **Project Manage:** Develop the program’s project roadmap, collaborate with cross-functional teams to ensure alignment and execute toward successful initiative rollout - **Measure Success:** Track, measure and evaluate program KPIs and SLAs including reporting and dashboards - **Manage Capacity:** Enhance team capacity by standardizing and automating time-consuming activities - **Training and Enablement:** Develop and deliver training materials and resources to empower Customer Success team members to execute programs effectively - **Power Internal Feedback Loop**: Maintain relationships across teams to highlight customer priorities such as support, Vimeo Academy curriculum and product - **Tell a Data Story:** Analyze data to understand customer health and develop Customer Success playbooks and recommendations for product usage improvement - **Drive Innovation:** Stay updated with the latest developments onboarding, customer success and retention best practices to continuously improve our strategies **Skills and knowledge you should possess:** - 5+ years of Experience in Customer Success, Customer Operations, or related field at a high growth tech company - Self-starter, ability to work independently to make decisions in nuanced situations - Experience building products, system workflows and/or processes to improve internal operations - Strong leadership and diplomatic stakeholder management skills - Excellent analytical, problem-solving abilities - Ability to communicate effectively and proactively with stakeholders at all levels of the organization - Strong project management skills, organization and attention to detail - A curious and, learning mindset - Keen eye for assessing risk and ability to escalate appropriately **Bonus points (nice skills to have, but not needed):** - Experience at a scaling SaaS company - Video / Vimeo familiarity - Familiarity with PMP or Agile project management philosophies - Experience implementing change management plans - Willingness to fail and try new things #LI-OZ1 ***Targeted Base Salary Range: $86,400 to 132,000*** ***The base salary range listed above is for candidates located in the U.S., including the New York City metro area.*** *At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment and a candidate’s home base.* *Base salary is just one component of Vimeo’s total rewards philosophy. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! Other rewards may include bonus or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, wellbeing resources, and more.* **About Us:** Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at [www.vimeo.com](https://www.vimeo.com/?ref=supporthuman.cx). Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture. ### Director, Trust & Safety URL: https://supporthuman.cx/jobs/director-trust-safety/ Last updated: 2026-08-07T22:12:46.000Z ## [Vimeo](https://vimeo.com/careers/?ref=supporthuman.cx) | $135,000-$205,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Furthermore, you will use your experience to balance the operational realities of a fast-growing business against continuously evolving policies while working to create an exceptional customer experience. Whew, that's a sentence, ain't it? > Build out and be accountable for all Trust & Safety user experience and performance metrics globally They mention that this role has global responsibilities a few times, and as much as I appreciate the close relationship with Support, considering the scale of the work, I think this should really be a VP-level title. Also, I'm not sure why the application asks for college degree info considering it's not a listed requirement. And asks for desired salary (even though there's salary transparency, which is a little weird). Salary is also a little wide. I don't think it's concerning enough to go into Tread Carefully, but I do think I would ask some specific questions about salary, structure, and seniority during the interview process. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Director, Trust & Safety](https://boards.greenhouse.io/vimeo/jobs/5835287?ref=supporthuman.cx) We are looking for an experienced leader who brings a strong mix of leadership, operational rigor and business acumen to help establish the vision and drive the execution of Vimeo’s Trust & Safety operations. This role will report into the VP of Customer Support and will span all of Vimeo’s products and business segments. You will build out and lead the Trust & Safety team to ensure the safety of our global Vimeo community in creating, sharing and growing their businesses with video. Furthermore, you will use your experience to balance the operational realities of a fast-growing business against continuously evolving policies while working to create an exceptional customer experience. You will partner with Engineering for tool development, Product Management to drive enhancements into the product roadmap, Sales and Business Development on new opportunities and last but not least collaborate with Legal on policy and compliance. 1. **Strategic** \- Establish a best in class vision of what Trust & Safety is at Vimeo. Devise a roadmap to get us from the current state to that future state, working in cooperation with the team and cross functional stakeholders. 2. **Operational** \- Evaluate and recommend changes based on industry best practices to ensure that we are operating effectively and can scale to meet growing demands of the business.. 3. **Advocacy** \- Become the face of Trust & Safety at Vimeo. Ensuring cross-functional prioritization and awareness of what we do and what role everyone plays in the larger picture. **What you’ll do:** - Be responsible for global Trust & Safety operations and customer experience - Manage and deliver on Trust & Safety work through a combination of direct team members and matrixed regional resources - Build out and be accountable for all Trust & Safety user experience and performance metrics globally - Define, launch and manage cross functional strategic projects to ensure continued operational rigor and improvement globally - Act as a global escalation point respond to emergency content safety-related cases and provide suitable follow-up root cause and corrective action plans **Skills and knowledge you should possess:** - 6 - 8+ years of overall experience in Trust & Safety with technology or SaaS experience preferred - Experience managing senior contributors and managers as well as matrixed and outsourced resources - Experience interfacing with Business, Legal, Engineering and Product teams - Extremely high EQ with sensitivity and respect for other cultures, religions and orientations - Track record of proven results in fast paced and demanding work environments - In depth knowledge of content moderation, legal compliance and abuse protection practices and industry standards - Experience with escalation and crisis management and ownership - Extensive experience with data analysis, insights, visualization and communication ***Targeted Base Salary Range: $135,000 to $205,500*** ***The base salary range listed above is for candidates located in the U.S., including the New York City metro area.*** *At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment and a candidate’s home base.* *Base salary is just one component of Vimeo’s total rewards philosophy. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! Other rewards may include bonus or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, wellbeing resources, and more.* #LI-MM1 **About Us:** Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at [www.vimeo.com](https://www.vimeo.com/?ref=supporthuman.cx). Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture. ### Manager, Trust and Safety URL: https://supporthuman.cx/jobs/manager-trust-and-safety-2/ Last updated: 2026-08-08T00:05:47.000Z Location: New York City ## [Patreon](https://www.patreon.com/careers?ref=supporthuman.cx) | $122,400-$184,000 **Steph's Notes:** Again, the duties seem pretty standard for this role, but I'm noticing a pattern in Trust & Safety roles not being properly leveled for the work they're expected to do and the influence they're expected to have. I don't know how Patreon's divisions are structured; maybe they're all just Managers, but my experience in tech makes me think that's unlikely. > Team player and a fast learner with a creative, empathetic, and fun attitude. Can we not? Can we just not require a T&S professional to have a "fun" attitude, especially when you haven't given any space to explaining how you'll care for their mental well-being? Ugh. Honestly, that pisses me off enough to put this into Tread Carefully. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Manager, Trust and Safety](https://jobs.ashbyhq.com/patreon/32c65ae1-1f9f-4a0c-bc38-b0ea965ee438?ref=supporthuman.cx) Patreon is the best place for creators to fire up their fandoms, share exclusive work, and turn their passions into lasting creative businesses. Over 250,000 podcasters, writers, musicians, artists, and other creative people use Patreon to reach their biggest fans directly and earn an income for the value they provide. Creators can offer paid memberships that unlock access to exclusive work and community, or sell individual digital items from their own Patreon shops. Ultimately, our goal is simple: fund the creative class. And we’re leaders in that space, having sent over $3.5 billion to creators since our founding. We’re continuing to invest heavily in building the best creator tools with the best team in the creator economy, and are looking for a **Manager, Trust and Safety** to support our mission. *This role is based in *San Francisco, New York, or Remote in Austin Texas* and open to those who are able to be in-office 2 days per week on a hybrid work model.* **About the Role** **This role is a T&S Vertical Lead role owning three issue verticals: Hate Speech, Dangerous Orgs, and Inauthentic Behavior (mis/disinformation).** - Lead a team of Hate Speech, Dangerous Orgs, and Inauthentic Behavior project managers and operation specialists focused on building efficiency and scale on Patreon. Scope includes strategy and operational delivery around detection, enforcement, and external partnerships. - Represent and advocate for support needs with product development teams, policy, legal, design, and engineering teams within Patreon - Work with associated T&S teams to determine support requirements, analyze processes and tools, and drive the delivery of efficient support based on organizational goals, current operations, and understanding of new abuse on- and off-platform. - Ensure Product and Engineering teams have full Vertical support and adequate Vertical guidance when designing and launching creator and and community features. - Support emergent, complex Vertical needs. Work closely with cross-functional teams from Policy, Engineering, Product, ML, Design, Data Science, Operations, Legal, Finance, and more. - Develop operational metrics and strategic OKRs related to your function **About You** - Leadership: Experience leading and training high-performing teams comprised of individual contributors. Track record of attracting, developing, and retaining top talent. Experience managing large cross-functional projects and workshops. - Program Management: Experience leading multiple global programs within a complex tech company. Experience working in a global setting with Product or Engineering leadership. - Trust & Safety: Track record of driving results in UGC or community platform across a range of complex issues such as child safety, adult content, hate speech, harassment, violent extremism, and misinformation. - Process design and process improvement: Track record of designing, owning, and improving resilient processes cutting across multiple cross-functional teams. - Proficiency with some or all of these technologies: Slack, Notion, Figma, Mode, Atlassian/Jira, Tableau. Alternatively, you are comfortable rapidly learning about these and other new technologies, and can train others how to use them. - Excellent problem solving, analytical, and presentation skills, with an exceptional ability to multitask and prioritize. - Ability to distill complex issues into structured frameworks and concrete action plans. - Strong business acumen with the ability to translate between strategic business decisions and their operational implications. - Team player and a fast learner with a creative, empathetic, and fun attitude. - Extremely comfortable with ambiguity. **About Patreon** Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts: - **Put Creators First |** *They’re the reason we’re here. When creators win, we win.* - **Build with Craft |** *We sign our name to every deliverable, just like the creators we serve.* - **Make it Happen |** *We don’t quit. We learn and deliver.* - **Win Together |** *We grow as individuals. We win as a team.* We hire talented and passionate people from different backgrounds across the organization. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you. *Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.* *Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.* [](https://jobs.ashbyhq.com/patreon/32c65ae1-1f9f-4a0c-bc38-b0ea965ee438/application?ref=supporthuman.cx) [Apply for this job](https://jobs.ashbyhq.com/patreon/32c65ae1-1f9f-4a0c-bc38-b0ea965ee438/application?ref=supporthuman.cx) ### Customer Experience Lead URL: https://supporthuman.cx/jobs/customer-experience-lead/ Last updated: 2026-08-07T22:12:50.000Z ## [Dutch](https://www.dutch.com/pages/careers?ref=supporthuman.cx) | $20-$25/hr ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This one was submitted by John C. Thanks! John reports that he interviewed for a Director role at this company some time ago, and they're now hiring for Lead role that's hybrid out of Oakland, CA. So, this one feels like a whole story. One of the co-founders of this company, a "serial entrepreneur," started with Hims & Hers, which was an erectile dysfunction and male baldness company and a women's birth control and mental health meds company, respectively. Of this founding experience, apparently, Spector's "[biggest lesson](https://www.inc.com/anna-meyer/hims-founder-joe-spector-dutch.html?ref=supporthuman.cx) from Hims & Hers was the importance of branding." Because when you're dealing with people's mental and physical health, the most important thing is obviously being recognizable. Anyway, today's subject company, Dutch, is described as "a fast-growing tech company that is revolutionizing veterinary care" which is always frustrating for me. Everything is always "revolutionize this" or "disrupt that" – like, are you actually making vet care better? Or are you just trying to cash in by putting local vets out of business and making vet care harder to access and worse for everyone? > They realized the gap between suffering pets and high-quality, specialized care was far too wide. Dutch was founded to provide our pets with modern telemedicine—treatments rooted in science delivered monthly with ongoing support from trusted vets. After all, every pet should be able to access what it needs to live its happiest and healthiest life. So...no to the former, yes to the latter. Honestly, it sounds to me like they invented a gap in vet care and then raised on it. > We want to hear from people that are excited by tackling the hard problems Is the hard problem that Dutch can't or won't properly compensate people for the work they're doing? (Spoiler alert, I guess). > Because this role balances direct customer support with supporting agents who are doing the same, this role requires a highly motivated individual who is energized by curating best-in-class customer experiences, developing long-lasting relationships, and acting as a mentor to CX agents. Oh, I bet it then comes with best-in-class pay, right? RIGHT? > Customer Outreach Oh boy, now what does that mean? > Additional Projects: Collaborate with CX & Ops teams to build a process to monitor, flag, and send outreach as needed for late orders. Woof – pun intended. 1) How many late orders are we talking that you need a task force for handling them, and 2) what exactly is the CX Director doing, assuming they exist? The only two "benefits" that appear in that section are "competitive compensation" (oh just wait) and "hybrid work environment," which – say it with me! – IS NOT A BENEFIT. > $20 - $25 an hour YEP. YOU READ THAT RIGHT. $20 to $25 per hour in Oakland, CA! Now, we all know that I am a petty bitch. So, did I look up [the minimum livable wage in Oakland as of 2023](https://smartasset.com/data-studies/salary-needed-to-live-comfortably-2023?ref=supporthuman.cx)? Sure did! > *A single person with no children needs $84,026 after taxes to support a comfortable lifestyle in San Francisco-Oakland-Berkeley.* That is $40.40 per hour for those of you following along at home. > This position is Full-time, 40 hours per week > Ideal Shift: Sunday - Thursday > \*Shifts are subject to change based on business needs. > \*We will strive to give as much notice as possible if shift changes should be needed. Let's review: this is a lead role for managing multi-channel support agents, offering frontline support yourself, and executing duties that should be undertaken by a possibly fictional Director. For $20-$25 in Oakland, CA. Talk about some branding! [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Customer Experience Lead](https://jobs.lever.co/dutch/5bf8d787-3053-4d89-99d0-c5d464e46955?ref=supporthuman.cx) **About Dutch** Dutch is a fast-growing tech company that is revolutionizing veterinary care. We’re on a mission to increase access and care to pets across the country, delivering relief to both pets and their pet parents. We are excited about tackling the hard problems in an effort to help every pet live their happiest possible life. **Position Overview** The role of CX Lead at Dutch means being a top performing member of the CX Team and helping support day-to-day CX operations. CX Leads are the epitome of Dutch CX excellence and should set the standard that CX agents strive to attain. This includes but is not limited to hitting and exceeding all minimum daily targets, helping with questions and escalations, and performing additional tasks as required and assigned, such as side projects. A successful CX Lead serves as the first tier of escalation support, handles difficult cases, and maintains strong productivity. They have the leadership skills to proactively help manage team queues in order to meet and exceed our KPIs and SLAs and the communication skills to call out issues they see and recommend improvements. Above all, a CX Lead will act as a true brand ambassador for Dutch and mentor to Agents by helping deliver outstanding customer support and developing customer relationships. Because this role balances direct customer support with supporting agents who are doing the same, this role requires a highly motivated individual who is energized by curating best-in-class customer experiences, developing long-lasting relationships, and acting as a mentor to CX agents. **What you'll do at Dutch:** - **CX Queue Support:** Help manage the CX team to KPIs and SLAs set by company and team leadership. This includes but is not limited to: - Customer Service Support: Email, Chat, Text, Phones - Provide daily support for the CX Agents - Help support cross-functional communication channels - Serve as the first tier of support with escalations - Be willing to step in and own the ticket when necessary - Sweep CX Queues - Customer Outreach - **Order Management:** Daily order management support tasks. - **Additional Projects:** Collaborate with CX & Ops teams to build a process to monitor, flag, and send outreach as needed for late orders. **Qualifications:** - 2-5 years of experience in Retail or Customer Service - Customer service oriented, always trying to do the best for the customer - Experience with email, phone, text, and sms support channels - Experience using a customer service solution, i.e. Gorgias, Zendesk, Kustomer, Gladly, Salesforce - Ability to handle multiple projects simultaneously with attention to detail - Proficient with Google suite and Google sheets - \*Bonus\* Order Management experience, Shopify, etc. - \*Bonus\* Background in animals, pet care, or veterinary care **Benefits:** - Competitive compensation - Hybrid Work Environment **Our Guiding Principals:** - Pets First – business and medical decisions are always guided by the pet’s best interest. We’ll never compromise on pet health and we’re all here because we care about their well-being - Agile Like a Cat – We have a bias toward swift action, while maintaining quality and accuracy. For us, that means being able to turn on a dime, like a cat, analyze our options – even ones that may not be on the table – then execute without perfection getting in the way - Creativity is our Catnip – Creativity feeds us and helps us push boundaries to always find better solutions, making the complex more accessible and easier to understand - Be the Human Your Dog Thinks You Are – Be kind, show care for your colleagues, and even if you’re an expert - give others context, reinforce the positive, and help them understand. $20 - $25 an hourThis position is Full-time, 40 hours per week Ideal Shift: **Sunday - Thursday** \*Shifts are subject to change based on business needs. \*We will strive to give as much notice as possible if shift changes should be needed. ### Manager, Safety and Integrity Analysis URL: https://supporthuman.cx/jobs/manager-safety-and-integrity-analysis/ Last updated: 2026-08-07T22:12:51.000Z ## [Github](https://githubinc.jibeapply.com/careers-home?ref=supporthuman.cx) | $118,100-$313,300 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Communicating the impact of abuse, the impact of our moderation, gaps in our detections, safety risks, and other threats to GitHub to our executive leadership team. Calling this out because this is a key and core part of Trust and Safety work, but I rarely see it spelled out so clearly in job descriptions. Big green flag for me, as it indicates whoever wrote this JD really knows the work and cares about T&S. Putting this in Eh, It's Probably Fine because the salary is quite wide and I'd like to see the title be a bit more senior given the required qualifications, but otherwise it's nice to see a T&S JD written with such obvious care and skill. [Roundup Issue](https://www.supporthuman.cx/30jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Manager, Safety and Integrity Analysis](https://careers-githubinc.icims.com/jobs/3050/manager%2c-safety-and-integrity-analysis/job?mobile=false&width=1250&height=500&bga=true&needsRedirect=false&jan1offset=-300&jun1offset=-240&ref=supporthuman.cx) **About GitHub** As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code. **Locations** In this role you can work from Remote, United States **Overview** GitHub is changing the way the world builds software and we want you to help build and secure GitHub. We're looking for an experienced manager to help lead a vibrant and geographically distributed group of engineers and analysts as they protect the home of all developers. This role is not about dictating or managing a team member's work directly, but rather guiding and serving to ensure the happiness and productivity of the entire team. The primary goal of this job is to enable each team to do the best work of their lives. As a Manager, you will lead both machine learning engineering and analyst individual contributors in key roles across our Platform Health teams. At GitHub, Platform Health’s mission is to ensure GitHub’s platform safety through fighting malware, spam and fraud, monitoring for fake accounts, countering inauthentic content, battling crypto mining, and other core areas. You will advocate for your teams and continue to hire a diverse group of incredibly talented people. You will be involved in a range of activities across the team including guiding technical decisions and setting the standard for ensuring abuse and fraud are countered, content is moderated, and users are kept safe. If you have a foundation in information security, anti-abuse work, online platform trust and safety issues, and enjoy supporting humans across all experience levels from entry-level associates to seasoned senior contributors, and fancy helping build a world class security team, then this might be the gig for you. **Responsibilities** - Serving as a great people leader for the team, meeting with members 1-1 on a regular basis, giving guided performance feedback, and helping individuals plan and execute on their career development objectives. - Serving as the hiring manager for the team to bring in new analysts and machine learning engineers who not only complement the existing team's skills, but who also have new perspectives, ideas, and experiences. - Driving clarity and managing projects across multiple teams, fostering clear communication, understanding, and process improvements. - Developing and maintaining operations to detect, prevent and disrupt violation of GitHub’s Terms of Service. - Supporting GitHub to enhance our AI capabilities to prevent fraud and abuse and develop responsible AI. - Communicating the impact of abuse, the impact of our moderation, gaps in our detections, safety risks, and other threats to GitHub to our executive leadership team. - Building partnerships throughout the company, with our parent company Microsoft, and across industry peers to share knowledge and best practices. - Managing team budgets, external consultants, and service provider contracts. **Qualifications** Required Qualifications: - 8+ years of overall information security or related experience. - 2+ years of personnel management of small to medium sized analysis or data science teams. - 5+ years of trust and safety or national security experience focused on malware, fraud, online safety or abuse mitigation. - Experience working on projects where stakeholders have competing aims with a proven ability to meet objectives. Preferred Qualifications: - Experience working as a remote employee, and managing distributed teams. - Exceptional written and verbal communication skills with a strong sense of empathy and the ability to advocate for your team. - Demonstrated data science, machine learning and advanced analysis with a solid understanding of large-scale web applications. - Experience customizing team processes for maximum productivity and minimal burnout. - Experience with supporting the wellbeing of content moderators or trust and safety professionals. - Experience developing and implementing trust and safety policies. **Compensation Range** The base salary range for this job is USD $118,100.00 - USD $313,300.00 /Yr. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role. These pay ranges are intended to cover roles based across the United States. An individual's base pay depends on various factors including geographical location and review of experience, knowledge, skills, abilities of the applicant. At GitHub certain roles are eligible for benefits and additional rewards, including annual bonus and stock. These rewards are allocated based on individual impact in role. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role. **GitHub Leadership Principles** **GitHub values** - Customer-obsessed - Ship to learn - Growth mindset - Own the outcome - Better together - Diverse and inclusive **Manager fundamentals** - Model - Coach - Care **Leadership principles** - Create clarity - Generate energy - Deliver success ## Who We Are GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub. Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms. Join us, and let’s change the world, together. **EEO Statement** GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate! ### Quality Assurance Program Lead, Trust & Safety Operations URL: https://supporthuman.cx/jobs/quality-assurance-program-lead-trust-safety-operations/ Last updated: 2026-08-07T22:12:53.000Z ## [Roblox](https://careers.roblox.com/?ref=supporthuman.cx) | $159,870 - $184,180 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes (Dated 03Feb24):** See the [Product Support Manager, Payments](https://supporthuman.cx/product-support-manager-payments/) post for important info on Roblox's lack of diversity. [Roundup Issue](https://www.supporthuman.cx/05feb24-roundup/?ref=supporthuman.cx) **UPDATED 30Jun24:** So this job closed and then re-opened at some point since early February. Which, uh, seems like not the greatest sign, you know? [Roundup Issue](https://www.supporthuman.cx/30jun24-brief/?ref=supporthuman.cx) --- ### Original Job Description: [Quality Assurance Program Lead, Trust & Safety Operations](https://careers.roblox.com/jobs/5583918?gh%5Fsrc=0d71bf4a1us&ref=supporthuman.cx) **Job Description** Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created by our global community of developers and creators. At Roblox, we’re building the tools and platform that empower our community to bring any experience that they can imagine to life. Our vision is to reimagine the way people come together, from anywhere in the world, and on any device.We’re on a mission to connect a billion people with optimism and civility, and looking for amazing talent to help us get there. A career at Roblox means you’ll be working to shape the future of human interaction, solving unique technical challenges at scale, and helping to create safer, more civil shared experiences for everyone. As the Quality Assurance Program Lead, reporting to the Director of Knowledge, Training, and Quality Assurance, your role will ensure that our customer service and content moderation agent quality is world class. You will work with internal partners and our BPO QA agents as the primary point of contact for Quality Assurance feedback, analytics, and strategies. You will be an integral part of driving the future of agent quality at Roblox. If you’re excited to join our team and build QA frameworks from scratch, this is the role for you! This role is located in San Mateo, CA **You Will:** - Provide Feedback Loops to the Business:Manage, train, and mentor a team of BPO QA agents to ensure consistent adherence to QA standards.Establish and oversee an analytics framework that captures and reports on QA metrics. - Evaluate and report on process and policy health in the operational environment. - Engage with partners to communicate insights and recommendations based on QA findings, facilitating actionable changes when necessary. - Collaborate with partners to integrate QA feedback into operational improvements and product enhancements. - Conduct regular performance reviews, identifying areas for improvement and growth. - Facilitate training sessions and workshops, ensuring that QA agents are equipped with the necessary skills and knowledge to perform their duties effectively. - Create and provide regular data analytics on QA metrics - Interpret data to provide actionable insights into product quality, process adherence, and areas for improvement. - Present regular reports to leadership and partners, highlighting trends, gaps, and recommendations. **You Have:** - Bachelor’s degree in Business Administration, Computer Science, or related field. - Minimum of 5 years experience in Quality Assurance or related field. - Proficient in data analytics tools and techniques. - Strong team leadership and mentorship capabilities. - Demonstrated experience implementing quality assurance programs in globally distributed organizations. For roles that are based at our headquarters in San Mateo, CA: The starting base pay for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, location, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. All full-time employees are also eligible for equity compensation and for benefits. Annual Salary Range$159,870—$184,180 USD Roles that are based in our San Mateo, CA Headquarters are in-office Tuesday, Wednesday, and Thursday, with optional in-office on Monday and Friday (unless otherwise noted). **You’ll Love:** - Industry-leading compensation package - Excellent medical, dental, and vision coverage - A rewarding 401k program - Flexible vacation policy - Roflex - Flexible and supportive work policy - Roblox Admin badge for your avatar - At Roblox HQ: - Free catered lunches five times a week and several fully stocked kitchens with unlimited snacks - Onsite fitness center and fitness program credit - Annual CalTrain Go Pass Roblox provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ### Community Inc. URL: https://supporthuman.cx/resources/community-inc/ Last updated: 2026-09-10T19:08:40.000Z **Subscription: Free** **Website:** [**Community Inc.**](https://community.inc/?ref=supporthuman.cx) In this newsletter, I share my learnings through deep dives into the product communities that power them. The goal: to demystify community-led growth and help you grow a business with community. ### Community Life URL: https://supporthuman.cx/resources/community-life/ Last updated: 2026-08-07T22:12:56.000Z Here we talk with community experts about their life journeys, how they came to the community world, and see them as persons, not titles! [**Website**](https://www.communitylife.world/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/community-life/id1662356071?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3Pa73vuhJIr6zkIGUWYAKh?ref=supporthuman.cx) ### ElevateCX URL: https://supporthuman.cx/resources/elevatecx/ Last updated: 2026-08-07T22:12:57.000Z **Platform:** [Slack](https://join.slack.com/t/elevatecx/shared%5Finvite/zt-258oromxs-ELyaDFc2rmVRnRXcIXaFUA?ref=resources.supporthuman.cx), Events **Website:** [ElevateCX](https://www.elevatecx.co/?ref=resources.supporthuman.cx#:~:text=Stay%20Connected%0Awith%20ElevateCX) **Price:** Free Join *ElevateCX* a premier community for those passionate about CX. Discover exclusive resources and events, and build relationships with CX enthusiasts. ElevateCX is a community where people who take customer experience seriously can find engaging education, events, and relationships. There’s more to customer support than just answering an email really fast, and ElevateCX is where people who take customer experience seriously can find deep, engaging education that they can use to train their teams. Our vibrant community of CX leaders come together in Slack to discuss industry trends, get help and advice, share resources, and post job listings. (We also have channels to talk about books and TV, if you're looking for some distraction!) While our sponsor partners are also present in these discussions, we promise you'll never be sold to or have your info used without your ok. ### Support Driven URL: https://supporthuman.cx/resources/support-driven/ Last updated: 2026-08-07T22:12:58.000Z **Platform:** [Slack](https://www.supportdriven.com/home?ref=resources.supporthuman.cx), Events **Website:** [Support Driven](https://www.supportdriven.com/home?ref=resources.supporthuman.cx) **Price:** Free The community dedicated to Customer Support as a career. ### Write the Docs URL: https://supporthuman.cx/resources/write-the-docs/ Last updated: 2026-08-07T22:13:00.000Z **Platform:** [Slack](https://www.writethedocs.org/slack/?ref=resources.supporthuman.cx), Events **Website:** [Write the Docs](https://www.writethedocs.org/?ref=resources.supporthuman.cx) **Price:** Free **Write the Docs** is a global community of people who care about documentation. We consider everyone who cares about communication, documentation, and their users to be a member of our community. This can be programmers, tech writers, developer advocates, customer support, marketers, and anyone else who wants people to have great experiences with software. ### CustomerX Pros URL: https://supporthuman.cx/resources/customerx-pros/ Last updated: 2026-08-08T00:05:38.000Z Platform: Gradual **Platform:** [Web](https://community.customerx.pro/?ref=supporthuman.cx) (Gradual), Events **Website:** [CustomerX Pros](https://www.customerx.pro/?ref=supporthuman.cx) **Price:** Free ### The Mission of the CustomerX Pros Community The CustomerX Pros Community was created to: 1. elevate the CustomerX professions (Customer Marketing, Customer Advocacy, Customer Experience, Customer Success, Customer References); 2. by providing the guidance, support and inspiration that practitioners need to connect their work to the key growth priorities set by their C-level executives; 3. to make CustomerX roles a career path to the C-Suite. Your online home for exchanging success strategies with like-minded people, accessing previous and upcoming events, chatting with community partners, and viewing valuable resources that will elevate your game. ### Relatable Content by ElevateCX URL: https://supporthuman.cx/resources/relatable-content-by-elevatecx/ Last updated: 2026-08-07T22:13:02.000Z A semi-frequent, casual podcast of CX stories, led by a rotating gaggle of ElevateCX Community leaders. No edits, all glory. [**Website**](https://www.elevatecx.co/?ref=supporthuman.cx) **|** [**Vimeo**](https://vimeo.com/showcase/11099013?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/503762af-7d66-4d15-b6d8-3995df2769b4/relatable-content-by-elevatecx?refMarker=null&ref=supporthuman.cx) ### The Supportive Podcast URL: https://supporthuman.cx/resources/the-supportive-podcast/ Last updated: 2026-08-07T22:13:03.000Z Brought to you by Help Scout's Mat Patterson, The Supportive is a new monthly show for the customer-centric leaders of today and tomorrow. Tune in for tons of customer experience insights, practical tips, expert advice, and a bit of fun. (Also dad jokes). [**Website**](https://www.helpscout.com/resources/supportive-podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-supportive-podcast/id1743286439?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/61pw99zFj5MnP5I3L8S26d?ref=supporthuman.cx) **|** [**RSS**](https://fast.wistia.com/channels/7la5jy1vbe/rss?ref=supporthuman.cx) ### Ticket Volume URL: https://supporthuman.cx/resources/ticket-volume/ Last updated: 2026-08-07T22:13:06.000Z Ticket Volume is a bi-weekly ITSM podcast powered by InvGate. Host and InvGate Product Specialist Matt Beran chats with different IT leaders about Service Management, ITAM, ITIL, experience, ESM, career building, management, and more. Our main goal is to connect and build a community of Service Management professionals with new ideas and perspectives to improve IT experiences, manage better teams, and create more value. [**Website**](https://invgate.com/ticket-volume/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/ticket-volume/id1621976316?ref=supporthuman.cx) **|** [**Spotify**](https://podcasters.spotify.com/pod/show/ticket-volume?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1621976316?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1621976316?ref=supporthuman.cx) **|** [**Audible**](https://audible.com/pd/B09YHYZJKK?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/56300057-3045-4aa1-9825-9f84ad4aa476/ticket-volume?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/@ticketvolumepodcast?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/3345466?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1621976316?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/channel/id4916511?country=us&ref=supporthuman.cx) **|** [**RadioPublic**](https://radiopublic.com/ticket-volume-GZvLBl?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3915800?ref=supporthuman.cx) **|** [**Podcast Republic**](https://podcastrepublic.net/podcast/1621976316?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/p1673631?ref=supporthuman.cx) **|** [**RSS**](https://anchor.fm/s/8673126c/podcast/rss?ref=supporthuman.cx) ### Tech Has An Accountability Problem URL: https://supporthuman.cx/p/tech-has-an-accountability-problem/ Last updated: 2026-10-02T18:17:15.000Z ### In today's issue: - [News from Around Supportlandia (and Beyond)](#news-from-around-supportlandia-and-) - [Tech Has An Accountability Problem](#tech-has-an-accountability-problem) - [And Now for Some Good News](#and-now-for-some-good-news) - [I Can't Quit You Baby](#i-cant-quit-you-baby) - [Breaking Containment](#breaking-containment) - [Introducing the Changelog](#introducing-the-changelog) - [Read, Watch, and Listen](#read-watch-and-listen) - [Read](#read) - [Watch](#watch) - [Listen](#listen) - [Get Hired](#get-hired) - [Green Means Go](#green-means-go) - [Eh, It’s Probably Fine](#eh-its-probably-fine) - [Tread Carefully](#tread-carefully) - [BINGO](#bingo) - [Seriously, Maybe Don’t](#seriously-maybe-dont) ### News from Around Supportlandia (and Beyond) ### Tech Has An Accountability Problem By now, you’ve likely heard of [Hanlon’s Razor](https://en.wikipedia.org/wiki/Hanlon%27s%5Frazor?ref=supporthuman.cx), an adage that’s particularly ubiquitous in Tech spaces: Never attribute to malice that which is adequately explained by stupidity. Well, I propose an update to this rule, adapted for the moment Tech finds itself in. Let’s call it Faile’s Razor: Never attribute to malice or stupidity that which is adequately explained by a persistent lack of consequences. What brought on this sudden update? You see, Matt Mullenweg, CEO of Automattic, [announced his return from his sabbatical in a blog post on May 15th.](https://ma.tt/2024/05/sabbatical-wrap/?ref=supporthuman.cx)[1](#note-1) And in his list of things he got up to while on sabbatical, a certain newsworthy event (at least in CX spaces) was notably missing: that time in February [when Matt Mullenweg violated his own company policies, undermined his own Trust & Safety team, argued at length with Tumblr users and a trans woman on Twitter, and then released private user account information on multiple platforms](https://www.supporthuman.cx/25feb24-roundup-a-masterclass-on-why-we-have-trust-safety-teams/?ref=supporthuman.cx) – all because someone said something mean about his company on the internet. When I wrote about this back when it happened, I speculated that perhaps Mullenweg’s sabbatical would be quietly extended or that then-interim CEO Toni Schneider would replace Mullenweg as CEO, but clearly neither of those things has happened. Am I surprised that, as far as I can tell, there have been absolutely no public consequences for a tech CEO's public misbehavior? No, not really. Really, folks, I’m not mad. I’m just disappointed. I’m sure Mullenweg answered privately to his employees, his Board, and his investors.[2](#note-2) But the list of the people he *should* be accountable to doesn’t end there, unless someone wants to make an argument that the users who make Tumblr what it is – who are, by [the rules of enshittification](https://www.ft.com/content/6fb1602d-a08b-4a8c-bac0-047b7d64aba5?ref=supporthuman.cx), Tumblr’s actual product – aren’t deserving of an apology or even an explanation from the person who has ultimate power over them on the platform and who are, to a significant extent, the people he harmed. Look, you and I both know that consequences and accountability don’t always go hand in hand, and even when they do there’s often not a lot of equity in who gets the consequences and who gets the accountability. Certainly, that’s true in this case: Tumblr’s users (and arguably, its Trust & Safety team) got all the consequences and Mullenweg none of the accountability. What message does this send to the world? Honestly, the same message Tech’s been sending for years: No matter how much shit you generate, if you’re high enough in an organization, it only flows downwards. Accountability in Tech is something only the lowest among us (read: employees) have tried to address. It happened at Automattic when the Trust & Safety team [tried to explain Mullenweg’s actions](https://www.tumblr.com/staff/743224389484625920/a-message-from-a-few-of-the-trans-staff-at-tumblr?ref=supporthuman.cx). It happened at Basecamp [when employees tried to grapple with their own problematic behavior](https://www.supporthuman.cx/14mar24-roundup-speaking-of-precious-dhh/?ref=supporthuman.cx). It’s happened at so many other tech companies, including some of the organizations for which I’ve worked. It’s probably happened at your company. Employees are also the ones experiencing the consequences whenever companies forgo accountability. When venture capitalists threw vast and unthinkable amounts of cash at founders who knew fuck-all about running companies or were making products that were never, ever going to be profitable, it was us, the [hundreds of thousands of workers](https://www.nprillinois.org/2024-01-28/nearly-25-000-tech-workers-were-laid-off-in-the-first-weeks-of-2024-why-is-that?ref=supporthuman.cx) and [counting](https://layoffs.fyi/?ref=supporthuman.cx), who dealt with the consequences. And it’s not just us. Tech companies have been passing consequences on to customers for as long as they’ve been passing them on to employees. It’s how, for an instructive example, you get a bazillion cryptocurrencies, exchanges, and associated tools that, rather than resulting in a blockchain revolution, have instead mostly been a series of Ponzi schemes and frauds [that have lost consumers over $74 billion and counting](https://www.web3isgoinggreat.com/charts/top?ref=supporthuman.cx). The collapse of Sam Bankman-Fried’s FTX alone is responsible for over $8 billion of that,[3](#note-3) and you might point out that [25 years in prison and $11 billion in restitution](https://www.citationneeded.news/sam-bankman-fried-sentenced/?ref=supporthuman.cx) are a helluva consequence. I don’t disagree with that, but I would *also* point out that that only came after [we got chats named Wirefraud](https://www.theguardian.com/business/2022/dec/13/sam-bankman-fried-ftx-signal-wirefraud-chat-alameda?ref=supporthuman.cx) and [spitball spin strategies for how to explain his massive fraud](https://www.rollingstone.com/culture/culture-news/sam-bankman-fried-terrible-ideas-ftx-fraud-1234988722/?ref=supporthuman.cx) and SBF’s sentencing memo [exclaiming how there was no money lost and there are no victims, actually](https://www.citationneeded.news/sam-bankman-frieds-sentencing/?ref=supporthuman.cx). And that’s before we acknowledge the painful truth that at least $8 billion is still gone, possibly never to be fully recovered. Every moment above (and probably many more we don’t know about) were inflection points, opportunities for him to have either a modicum of moral conscience or for others to be that moral conscience for him. And every single one of those opportunities for accountability was missed. He could not or would not hold himself accountable, and no one else involved would either, and so every choice he made became progressively more destructive. Billions of dollars are gone – there’s no going back in time to undo the damage that’s been done to the people affected. My point is this: an SBF isn’t created through malice alone, and certainly not through stupidity. He’s created over time, through others’ silences, and through a persistent lack of consequences. I’m not comparing Mullenweg to SBF because I think their behavior or the resulting harm is of similar scale or that we’re likely to see similar outcomes; that would be ridiculous. But I can’t help but see parallels in their trajectories. I see it in the broad arc of the Tech sector itself. Yes, Mullenweg is at an inflection point. Is he the type of person who can learn from his mistakes, take responsibility for them, and demonstrate how much he values the trust of his most vulnerable users, [as his intentions seem to have been when Automattic acquired Tumblr?](https://www.vice.com/en/article/93yyp8/tumblr-is-trying-to-win-back-the-queer-audience-it-drove-off?ref=supporthuman.cx) Or is he just another toxic Tech CEO who thinks himself above accountability, [doomed to repeat and compound the mistakes of the past?](https://www.theverge.com/2022/2/25/22949293/tumblr-nycchr-settlement-adult-content-ban-algorithmic-bias-lgbtq?ref=supporthuman.cx) Tech is at a turning point, too. AI companies are poised to make all the same mistakes crypto did – and then some. There’s too much irresponsible enthusiasm, too little oversight, and [a general, dangerous mindset that any and all AI technology is worth the means to develop it](https://a16z.com/the-techno-optimist-manifesto/?ref=supporthuman.cx). [AI’s ](https://www.nature.com/articles/d41586-024-00478-x?ref=supporthuman.cx)[environmental impact is likely to exceed even crypto’s](https://www.nature.com/articles/d41586-024-00478-x?ref=supporthuman.cx)[.](https://www.nature.com/articles/d41586-024-00478-x?ref=supporthuman.cx) Some of the industry’s most prominent generative AI tools are turning out to be [copyright infringement](https://hbr.org/2023/04/generative-ai-has-an-intellectual-property-problem?ref=supporthuman.cx) and [plagiarism engines](https://www.platformer.news/how-to-stop-perplexity-oreilly-ai-publishing/?ref=supporthuman.cx), and they’re being used by the worst among us to fuel [“a significant portion of hateful propaganda content online.”](https://www.wired.com/story/neo-nazis-are-all-in-on-ai/?ref=supporthuman.cx) All of these things are huge problems, and it’s going to take a huge effort to overcome them. I’m a realist. I don’t think Tech will change easily or quickly. But it’s not optional. Accountability must happen while there’s still time for course correction, and we have to start somewhere. If SBF and Mullenweg and other Tech CEOs have no one around them to tell them no, then it’s going to have to be us, it’s going to have to be loud, and it’s going to have to be ongoing. Ask your coworkers, your bosses, your CEOs: Who are we accountable to, and how? ### And Now for Some Good News My favorite part of the newsletter: celebrating awesome CX professionals! These folks have recently been hired, promoted, or achieved another accomplishment worthy of kudos. - [Dani Siegel](https://www.linkedin.com/in/dani-siegel/?ref=supporthuman.cx) joined [beehiiv](https://www.beehiiv.com/?ref=supporthuman.cx) as a Customer Support Specialist. - [Ryan Ruppe](https://www.linkedin.com/in/ryanruppe/?ref=supporthuman.cx) joined [beehiiv](https://www.beehiiv.com/?ref=supporthuman.cx) as a Customer Support Specialist. - [Yvette Johns](https://www.linkedin.com/in/yvette-johns/?ref=supporthuman.cx) joined [Fly.io](https://fly.io/?ref=supporthuman.cx) as a Developer Relations Engineer. - [Davin Wilfrid](https://www.linkedin.com/in/davinwilfrid/?ref=supporthuman.cx) joined [Simpplr](https://www.simpplr.com/?ref=supporthuman.cx) as Director of Customer Advocacy. - [Tom Blossom](https://www.linkedin.com/in/tomblossom/?ref=supporthuman.cx) joined [ArangoDB](https://www.arangodb.com/?ref=supporthuman.cx) as Vice President of Customer Success. - [Kenji Hayward](https://www.linkedin.com/in/kenjihayward/?ref=supporthuman.cx) was promoted to Senior Director of Customer Support at [Front](http://front.com/?ref=supporthuman.cx). - [Devina Tandon](https://www.linkedin.com/in/devina-tandon-cs/?ref=supporthuman.cx) was promoted to Manager, Technical Support at [Whatfix](https://whatfix.com/?ref=supporthuman.cx). - [Cheryl Spriggs](https://www.linkedin.com/in/spriggscheryl/?ref=supporthuman.cx) was promoted to Manager, Premier Support at [Zapier](https://zapier.com/?ref=supporthuman.cx). - [Matt Edson](https://www.linkedin.com/in/matthewedson/?ref=supporthuman.cx) was promoted to Quality Assurance Specialist at [GoCardless](https://gocardless.com/?ref=supporthuman.cx). - [Conor Pendergrast](https://www.linkedin.com/in/conorpendergrast/?ref=supporthuman.cx) launched coaching for customer support professionals at [CustomerSuccess.cx](https://www.customersuccess.cx/?ref=supporthuman.cx), with new slots opening in August/September. - [Sarah Caminiti](https://www.linkedin.com/in/sarah-caminiti-5827b784/?ref=supporthuman.cx) joined the [Growth Support](https://www.growthsupport.io/conversations/podcast?ref=supporthuman.cx) podcast team (hosted by [Neal Travis](https://www.linkedin.com/in/neal-travis/?ref=supporthuman.cx)) with a new spin-off podcast, [Epochal Growth](https://www.epochaloperations.com/?ref=supporthuman.cx). I probably missed a ton of these announcements while I was out, so if you recently reached a career milestone, [please let me know](mailto:steph@supporthuman.cx)! ### I Can't Quit You Baby I have what I hope is good news for all of you: I'm taking the newsletter back to weekly. The *Roundup* is a catalyst of sorts for the Job Board and the Resources site. That means that whenever it's late because of a slow news week or because I'm battling a bad case of writer's block (as I have been for the last several weeks), the other sites also tend to languish. I've decided to allow myself some flexibility with the format. I've put a lot of pressure on myself to provide high-quality commentary on the main topic, news, and links for things like CX content, but thanks to Bad Job Bingo, the newsletter doesn't need those things every week to be useful. In fact, Bad Job Bingo is probably the *most* useful thing I do, and I don't think I'll ever run out of material for that. So, bottom line: The *Roundup* will go out weekly from now on, even if the only updates I have are from Bad Job Bingo. ### Breaking Containment I mean, not really. But the *Roundup* just passed 200 subscribers, which is incredibly exciting! And my 15 paid subscribers – y'all are amazing. Thank you – all of you – for supporting this sarcastic, foul-mouthed, shitposting newsletter. ### Introducing the Changelog With the Resources site spun up and getting updated all the time, I thought it might be helpful to send out a summary of CX resources that have been added so that folks know what's available. Hence the [*Changelog*](https://www.resources.supporthuman.cx/blog/?ref=supporthuman.cx) *–* a brief, non-spammy, no-nonsense list of new CX resources. Note there's no particular publish schedule; it goes out whenever there are enough new resources to warrant an update. ### Read, Watch, and Listen I was going to declare content bankruptcy (as I'm temporarily doing for upcoming events) since I've been away for so long, but I didn't want to skip over the good stuff I did see and save. So please just be aware that this issue's list of worthy content is *very* incomplete! ### Read [Alice Hunsberger](https://www.linkedin.com/in/alicehunsberger/?ref=supporthuman.cx) wrote about [what to do about misinformation (and why it won't work anyway)](https://www.everythinginmoderation.co/what-to-do-about-misinformation-and-why-it-wont-work/?ref=supporthuman.cx) for [*Everything in Moderation\**](https://www.everythinginmoderation.co/?ref=supporthuman.cx). [Ben McCormack](https://www.linkedin.com/in/ben-mccormack-07b44ba/?ref=supporthuman.cx) wrote about [how less is more when working in the support queue](https://customersetc.substack.com/p/when-working-the-support-queue-less). [James Sanchez](https://www.linkedin.com/in/jasanc13?ref=supporthuman.cx) put together [a Notion job board](https://discovered-shad-a1b.notion.site/CS-Jobs-a63e7257cc39414e966266ce0e925f33?ref=supporthuman.cx) full of remote Customer Success roles (over 400!). ### Watch [Growth Support](https://www.growthsupport.io/conversations?ref=supporthuman.cx) talked with Lizzie Keiper about [her experience building community and how to create an engaging environment](https://www.youtube.com/watch?v=IGwyaA4d8GE&ref=supporthuman.cx). Speaking of, in her seventh episode since launch, Sarah Caminiti's [Epochal Support](https://www.epochaloperations.com/podcast-episodes?ref=supporthuman.cx) talked to [Srajan Bhagat](https://www.linkedin.com/in/srajanb/?ref=supporthuman.cx) about [how asking tough questions can profoundly shape company culture and customer perception.](https://www.epochaloperations.com/podcast-episodes/v/advocating-for-success-with-srajan-bhagat?ref=supporthuman.cx) [CX Passport](https://www.ex4cx.com/cxpassport?ref=supporthuman.cx) talked to [Ashley Hayslett](https://www.linkedin.com/in/ashley-h-28737710/?ref=supporthuman.cx) about [why she's feral about support](https://www.youtube.com/watch?v=IywaYwBopsk&ref=supporthuman.cx). [Next in Queue](https://happitu.com/learn/podcast?ref=supporthuman.cx) talked to [Luke Jamieson](https://www.linkedin.com/in/luke-jamieson/?ref=supporthuman.cx) about [voice cloning and its impact on CX](https://happitu.com/learn/podcast/if-droids-could-think-there-d-be-none-of-us-here-featuring-luke-jamieson?ref=supporthuman.cx). [Angie Vargas](https://www.linkedin.com/in/angie-g-vargas/?ref=supporthuman.cx) launched [Salary Sweetie](https://salarysweetie.com/?ref=supporthuman.cx), a newsletter with quality and transparent job listings that feature salary ranges, no bullshit. (My kind of newsletter!) ### Listen [Trust in Tech](https://integrityinstitute.org/podcast?ref=supporthuman.cx) held a careers and job-search Q&A with [Cathryn Weems](https://www.linkedin.com/in/cathrynweems/?ref=supporthuman.cx) on [networking as an introvert, how to market yourself on a resume and in an interview, how to job search, and more](https://integrityinstitute.org/podcast/you-really-wanted-us-to-answer-more-career-questions-featuring-cathryn-weems?ref=supporthuman.cx). Help Scout maven and CX fan favorite [Mat Patterson](https://www.linkedin.com/in/mathewpatterson/?ref=supporthuman.cx) launched a new podcast, [The Supportive Podcast](https://www.helpscout.com/resources/supportive-podcast/?ref=supporthuman.cx). The Supportive is a monthly show from Help Scout featuring customer experience insights, practical tips, expert advice, and a bit of fun. [ElevateCX's](https://www.elevatecx.co/?ref=supporthuman.cx) [Sarah Hatter](https://www.linkedin.com/in/sarahhatter/?ref=supporthuman.cx) also launched a new podcast, [Relatable Content](https://vimeo.com/showcase/11099013?ref=supporthuman.cx), a semi-frequent, casual series of CX stories, led by a rotating gaggle of ElevateCX Community leaders. (Full disclosure: I'm one of them.) ### Get Hired I play [Bad Job Bingo](https://www.supporthuman.cx/bad-job-bingo/?ref=supporthuman.cx) with every job listing that appears in the Roundup and categorize them according to how well (or poorly, if I hit Bingo) they do in the game. However, please remember that a job appearing in a positive category isn’t an endorsement of any role or company, and a job appearing in a negative category doesn't mean I think you shouldn't apply if it works for you. Bad Job Bingo is simply an effort to give you a shortcut to finding roles that may match your needs and values. These and past contestants can be found at [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=supporthuman.cx). ## **Green Means Go** *No flags, or green flags only! A true unicorn.* #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-8/?ref=supporthuman.cx) Lumos · $120k-$150k · Remote, US, Canada, Mexico, South America Seems great. Job description includes a lot of personality and both the JD and the Careers page are informative while showing a lot of positive culture signals. Plus, this whole statement: *We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value.* And the benefits and the salary are great. Huzzah, our first Green Means Go of the week! #### [Support Engineer](https://www.jobs.supporthuman.cx/support-engineer/?ref=supporthuman.cx) Coactive · $186k-$220k · Hybrid, US-San Francisco, San Jose, CA Genuinely one of the most diverse companies I've seen so far. And the rare case where a company claims diversity as a value and seems to be backing that up with their hiring. Cool! Whew, this is too real: *We have the scars from building and working with the first generation of modern machine learning systems at Google, Meta, Pinterest, eBay, Lyft, and other leading organizations.* Since this is a founding role (something they emphasize a surprising amount) and the duties themselves have a distinct leadership flavor, I feel like the title should be a little more senior, but the pay is excellent for this kind of role. Also, I don't think I've ever seen a support engineer described as being a mentor for other teams and I'm digging the spirit: *Be the resident support expert and mentor for engineering and Go-To-Market teams* I really like that they included this: *Shape best practices and company culture as we grow* Normally I'd count mentions of A-players (on the Careers page) and "Previous experience in a fast-paced startup environment is a plus" as flags, but overall I think they've done such a good job of conveying their company culture and values and describing this role that I don't think these things are a big deal. I think we have another Green Means Go on our hands! Yes, It's AI. I'm as surprised as you. ## **Eh, It’s Probably Fine** *A few flags popped up, but no serious ones.* Wildly, none this issue. ## **Tread Carefully** *Didn’t quite hit bingo, but there were several yellow flags or more than one red flag.* #### [Director, Client Success](https://www.jobs.supporthuman.cx/director-client-success/?ref=supporthuman.cx) Atropos Health · $140k-$175k · Remote, US The company sounds fine and they have a solid Careers page. However, based on the job description, it's not totally clear why this is a Director-level role, and some of the job duties don't fit with a Success role. None of the responsibilities indicate they'd be managing anyone, and all of the work is pretty individual contributor-coded. I mean, the pay is great for an IC, maybe a little mediocre for a Director (plus they're reporting to a VP – I'm just pretty confused about what this role is supposed to be doing). Also, let me beat a dead horse a little bit: benefits are not perks. #### [Sr. Manager of Customer Support - SaaS Spend Management](https://www.jobs.supporthuman.cx/sr-manager-of-customer-support-saas-spend-management/?ref=supporthuman.cx) FinQuery · No comp given · Remote, US Okay, right away, I'd like to commend this company for having different categories for what they offer employees on their Careers page and then accurately using said categories. Benefits in Benefits, perks in Perks, cultural stuff in Culture, and so on. What a nice change of pace. #### [Senior Technical Support Specialist](https://www.jobs.supporthuman.cx/senior-technical-support-specialist/?ref=supporthuman.cx) Wayspring · No comp given · Onsite, US-Nashville, TN This is more of an IT Support role, although that's not clear from the title. Having worked for a similar company, the job description seems pretty straightforward for this kind of role. Also, while the benefits look great, there's no salary transparency, so this goes in Tread Carefully. Side note: there's no way to link directly to the JD, unfortunately, so any links take you to the job listings page. #### [Lead Support Engineer](https://www.jobs.supporthuman.cx/lead-support-engineer/?ref=supporthuman.cx) Mavenir · "Competitive," not given · Onsite, US-Richardson, TX Job application is through Workday. My condolences. Okay, this is one of the few roles in which such high education/experience expectations seem appropriate. The role seems pretty straightforward, and the company's Careers page is pretty standard corporate fare. The main thing putting this in Tread Carefully is the lack of salary transparency. #### [Senior Support Specialist LATAM](https://www.jobs.supporthuman.cx/senior-support-specialist-latam/?ref=supporthuman.cx) SOCRadar · No comp given · Remote, Colombia There certainly could be a language barrier here, but all of the Support role descriptions from this company are odd in the same ways. I'm not at all clear on what distinguishes them, seniority-wise, since they all have essentially the same requirements, just slightly different levels of experience required. The company's Careers page is...not good. There are bizarre and hard-to-understand Ethos statements, and the benefits information is very basic. Also, like, not specific to this one, but. These Careers pages are going to give me an ulcer eventually, I just know it. #### [Principal Support Specialist MEA](https://www.jobs.supporthuman.cx/principal-support-specialist-mea/?ref=supporthuman.cx) SOCRadar · No comp given · Remote, Africa-Egypt See the [Senior Support Specialist LATAM](https://www.jobs.supporthuman.cx/senior-support-specialist-latam/?ref=supporthuman.cx) position above for more info. #### [Senior Support Specialist APAC](https://www.jobs.supporthuman.cx/senior-support-specialist-apac/?ref=supporthuman.cx) SOCRadar · No comp given · Remote, Africa-Philippines See the [Senior Support Specialist LATAM](https://www.jobs.supporthuman.cx/senior-support-specialist-latam/?ref=supporthuman.cx) position above for more info. #### [Member Engagement Specialist, CES](https://www.jobs.supporthuman.cx/member-engagement-specialist-ces/?ref=supporthuman.cx) Wayspring · No comp given · Remote, US-Indianapolis, IN Having worked for a similar company, the job description seems pretty straightforward for this kind of role. I will say, "the ability to communicate effectively and persuasively is required" in a substance abuse disorder treatment environment made me pause (it sounds vaguely salesy, which is a little gross given the subject matter). Also, while the benefits look great, there's no salary transparency, so this goes in Tread Carefully. Side note: there's no way to link directly to the JD, unfortunately, so any links take you to the job listings page. While this particular job is in Indiana, there are a few other listings in the U.S. for this role. **Update:** This role has closed since I rated it. #### [Head of Customer Experience](https://www.jobs.supporthuman.cx/head-of-customer-experience/?ref=supporthuman.cx) Passport Shipping · $130k-$150k · Remote, US, Canada The company has an informative Careers page and the job duties make sense overall, but I'm going to say Tread Carefully for this one, for several reasons: The listed job title doesn't match the title in the job description; The job function under this role switches from Support to CX randomly. Font sizes and possibly actual fonts change from paragraph to paragraph and sometimes within the same line. There are repeated qualifications requiring, ironically, attention to detail. What feels like a low salary for a Head of / Director-level role, especially since the JD notes that this range is for high cost-of-living areas and may be adjusted "based on our geographical pay approach." Now, some of these things may be because the Support team and/or the hiring manager is overworked and under pressure to get a JD out, but some of these issues are glaring enough that I would expect someone to have caught them (either before posting or after). If I were applying for this role, I'd ask my interviewer to confirm the details of the role, how they arrived at that salary range, and to elaborate on the Support team's bandwidth/turnover rate. **Update:** This role has closed since I rated it. #### [Customer Support Manager (Hybrid)](https://www.jobs.supporthuman.cx/customer-support-manager-hybrid/?ref=supporthuman.cx) Homebase · $95k-$105k · Hybrid, US-Denver, CO The duties align well with the title and seniority, the pay is good for what seems like a truly mid-manager role. Why am I categorizing this as Tread Carefully, then? It's a few things taken together that have me worrying a little bit: the "you stay calm under pressure" requirement, the repeated emphasis on "dynamic and growing company" and "constant change" that often is just code for internal chaos, the "sharp intelligence" bit which is just unnecessary and just calls up "brilliant assholes" for me, and this bit: "A goals over-roles attitude - you do what it takes, not what’s in your job description." All of this together paints a worrying picture of internal culture, especially how it relates to what's expected of the Support function. This is not to say I wouldn't apply or that I think it's a deal breaker, but I would definitely ask some pointed questions during the interview process to better understand the actual working environment and culture. **Update:** This role has closed since I rated it. ## **BINGO** *Welp.* #### [Customer Support Analyst (LATAM)](https://www.jobs.supporthuman.cx/customer-support-analyst-latam/?ref=supporthuman.cx) Capchase · No comp given · Remote, Mexico This is not an Analyst role. Also, no mention of benefits anywhere in the JD or on the Careers page. > You will be striving to improve the customer experience and providing meticulous attention to the most complex customer situations.Expect to work in a Companies never fail to disappoint entertain me by requiring meticulous attention followed immediately by a typo. **chefskiss.jpg** > Implement key processes, training and documentation required to manage the Customer Operations function Also not a management role, but okay! > Work closely with new and existing payments and banking partners to escalate support issues with external dependencies and manage service level agreements. Still not a management role! > Bachelor's degree in a relevant field. Okay, I'll bite. What related field? > You have excellent organizational skills and an innate tendency to find order in chaos by setting processes, documenting and communicating cross-functionally about the importance of those processes. Say it with me: NOT A MANAGEMENT ROLE #### [Customer Success Manager](https://www.jobs.supporthuman.cx/customer-success-manager-9/?ref=supporthuman.cx) Bolster · $80k-$100k · Hybrid, US-Santa Clara, CA Honestly, this job description is a mess. Repeated paragraphs and sections, overly business-speaky, and poorly edited and formatted. > You’re relaxed yet professional, eloquent yet casual, and pleasant yet persuasive. Hey. Hey hiring managers. Stop using AI to write these JDs. This is embarrassing. > Our buyers are our usually Security Operations team, Fraud teams and are fairly technical. **confuseddog.gif** > Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues. **–** Woof. > Our inspiring proven leaders are hiring great people, providing super benefits, and impacting the world! **–** BINGO. ## **Seriously, Maybe Don’t** *Don't say I didn't warn you.* #### [Vice President of Customer Success](https://www.jobs.supporthuman.cx/vice-president-of-customer-success/?ref=supporthuman.cx) Finout · $270k-$330k · Onsite, US-New York City, NY See Finout's [Senior Technical Support Engineer](https://www.jobs.supporthuman.cx/senior-technical-support-engineer-2/?ref=supporthuman.cx) role for red flags so red they're bleeding into this job description, too. I love how Finout repeatedly refuses to capitalize Support as a function in this JD. No red flags there! > Excellent communication and interpersonal skills, with the ability to engage and influence senior executives. Wooooooo nothing to worry about there, either. Also, I'm not correcting the numerous typos in this JD. I refuse. #### [Community Lead](https://www.jobs.supporthuman.cx/community-lead/?ref=supporthuman.cx) Suno · $90k-$130k · Remote, US-New York City, NY, Boston, MA Our first "this job seems like a nightmare" of the week! > This role requires an extraverted personality **. –** It literally does not, no job does. > You will sit at the intersection of product, marketing and customer support. This role includes being our Discord MC and social community manager which includes customer support, and requires actively being “on” and engaging/responding to users, even at times on the weekend - we work flexibly here. **–** As you will see later in this JD, there's "we work flexibly," and then there's "we don't believe there's such a thing as non-work time." > You will need to be extremely self-driven and proactive. Please do not apply if this is a non-starter. **–** Are applicants frequently volunteering themselves as self-obstructive and apathetic? What are you trying to achieve with this? #### [Senior Technical Support Engineer](https://www.jobs.supporthuman.cx/senior-technical-support-engineer-2/?ref=supporthuman.cx) Finout · $130k-$150k · Hybrid, US-New York City, NY This company and job has the dubious honor of spawning not one, but TWO new BJB entries. I bet you can guess which ones. > Join our growing, fast-paced, disruptive startup that is going to win in building the only FinOps solution that a company will ever need. **–** HEAVY SIGH. > We encourage people from all genders, religions, pregnancy statuses, nationalities, and backgrounds to join us. We're proud to be working with parents, singles, and even dogs! **–** YIKES. They sure are going out of their way to avoid welcoming all races to the company, aren't they? Also, uh, you know it's bad when "Professionalism" is one of four company values. I'm not sure I've ever seen so much racism so clearly written between the lines of a Careers page before. > At Finout, we understand that our employees are the most valuable thing we have, and it's not just a motto. We are a young startup, with a really pleasant and friendly working environment, generous perks, and very nice people (well, most of them). **–** Good grief, who wrote this careers page? ("AI," the group chat says. "Definitely AI.") > Our company is rapidly growing, all while maintaining a young and fun vibe! Really committing to that ageism! > Ability to work independently while still communicating with the wider group regarding wider issues. The bar is in hell. > Besides an amazing opportunity to learn and grow professionally alongside a team of real rockstars **goes to their building, gets on their elevator, goes to the roof, takes out megaphone:** THIS IS NOT A BENEFIT > Office Hybrid model - 2 times a week working from home THIS IS NOT A BENEFIT, IT IS A CONDITION OF EMPLOYMENT Also, this should actually be a Director role given the responsibilities. The salary is just \*okay\* for a senior technical hybrid role in NYC, but it's shitty for a Director-level technical role. #### [Customer Support Specialist](https://www.jobs.supporthuman.cx/customer-support-specialist-2/?ref=supporthuman.cx) Reveleer · $21-$25/hr · Onsite, US-Glendale, CA or New Albany, OH Whew, I'm daring myself to read this job description without getting angry, because it starts by boldly informing the applicant that the pay range for this role is $21-$25/hr. > The work schedule typically includes regular business hours Monday - Friday, but could also include early morning shifts and weekends, with some overtime possible. Hmm. It's cool, it's okay, this is fine. > This is a not a call-center type support position - there are no scripts. Obviously there's no script because there's a typo right there and also SURE SO WHY IS IT CALL CENTER PAY– okay. It's fine. I'm fine. #### [Director, Customer Support](https://www.jobs.supporthuman.cx/director-customer-support-2/?ref=supporthuman.cx) Reveleer · $130k-$145k · Remote, US > Execute a customer service strategy aligned with the assigned objectives. Okay, so you're not collaborating with leadership to determine objectives or even influencing their objectives for CS, you're just being assigned them. Sounds fun. > Deliver to the established department service level (SLA) measure and improve service performance. Are you setting SLAs based on knowledge of the team and the function and customer needs and agreements, or are you just being handed down SLAs and being expected to meet them no matter what? > Implement ongoing coaching and performance improvement programs to enhance the team's capabilities. Based on some of the other duties, it's really sounding like you'd be there to crack the whip on an already potentially overwhelmed Support team. Yeesh. > Implement structured employee recognition. Oh and then you give them a cookie. I'm sure that will be welcome. > Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals. You won't be \*given\* resources to do any of this, but you'll be expected to scrape up the scraps to do it. Sounds fun. > Model a collaborative leadership style with the ability to build partnerships and influence others into action. You better be really good at influencing others, because you won't have any real authority. > Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels. Strong sense of urgency, self-motivated and positive How good are you at plastering on a smile while a middle-aged white dude is screaming at you? I could go on, but after the practical joke that is the [Customer Support Specialist](https://www.jobs.supporthuman.cx/customer-support-specialist-2/?ref=supporthuman.cx) role, what's the point? There are also Customer Success roles open, but I don't want to read about this company anymore. **Update:** This role has closed since I rated it. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/IMG_1221-1.jpeg) 1. Automattic owns blogging behemoths Wordpress and Tumblr and dozen or so other companies. 2. Well, I hope. My experience in Tech makes even this minimum level of accountability feel unlikely. 3. According to SBF’s prosecutors, [this is a conservative estimate of the lower bound of what was lost.](https://www.citationneeded.news/sam-bankman-frieds-sentencing/?ref=supporthuman.cx) ### Principal Support Specialist MEA URL: https://supporthuman.cx/jobs/principal-support-specialist-mea/ Last updated: 2026-08-07T22:13:07.000Z ## [SOCRadar](https://socradar.breezy.hr/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** There certainly could be a language barrier here, but all of the Support role descriptions from this company are odd in the same ways. I'm not at all clear on what distinguishes them, seniority-wise, since they all have essentially the same requirements, just slightly different levels of experience required. See the [Senior Support Specialist LATAM](https://supporthuman.cx/senior-support-specialist-latam/) position for more info. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Principal Support Specialist MEA](https://socradar.breezy.hr/p/e4378cfc1f02-principal-support-specialist-mea?ref=supporthuman.cx) **Build a great career with Socradar!** SOCRadar is well positioned for continued success with a focus on innovation, global expansion, and feature-rich multifunctionality. Enterprises around the world are increasingly selecting SOCRadar to get proactive by understanding their attack surface and gaining automation-enabled visibility into surface, deep, and dark web. Our customers worldwide leverage our expertise and investment in scalable, innovative solutions to protect their most valuable assets: brand reputation, employees, customers and overall business operations. Our mission is to enable the organizations to get proactive against evolving cyber threats ***What will the Senior Support Specialist do:*** Support staff who meet all the requirements to solve the problems faced by our customers in the best way possible regarding our platform-based services we provide within the scope of Cyber Security Threat Intelligence. ***Responsibilities:*** - Ensuring the accurate review and elimination of cyber threat intelligence findings generated by the platform - Staying up-to-date in the changing threat landscape - Conducting platform-independent research on attack surface management and digital risk protection for customers - Meeting the technical requests of corporate customers using our platform and conducting customer meetings - Reporting and explaining cyber threat intelligence findings generated by the platform to the customer - Ensuring that customer requests are communicated to the relevant units within the company and following up on the process - Analyzing cyber threat intelligence findings generated by the platform and verifying the accuracy of findings from different sources - Preparing technical content, reports, and blog posts on a requested topic - Writing scripts to automate routine tasks when necessary - Creating an environment and performing verification for customers who request 0-day or critical vulnerabilities Note: Nothing in this job description restricts management’s right to assign or reassign additional duties and responsibilities to this job at any time. ***Qualifications:*** - At least 5 years of experience in cybersecurity - **University graduates, preferably in engineering departments (Especially Computer, Electronics and Telecommunications, Electrical/Electronics, etc.)** - Master of the OSINT concept - **Knowledge of TCP/IP, web, and network security** - Knowledge/experience in penetration testing and vulnerability assessment and actively participated in penetration tests - Importance of reporting and documentation - **Experienced with Linux.** - Knowledge of virtualization - Basic knowledge of malware is preferred - **Self-disciplined.** - Strong analytical skills and ability to effectively prioritize and coordinate multiple tasks simultaneously - Ability to adapt to intense work tempo, teamwork, open to learning, research, high communication and coordination skills, self-motivated - Arabic speaking ***What does SOCRadar offer teammates?*** - Talented and Experienced Teammates, - Private Health Insurance, - Remote working environment - SOCRadar Academy E-learning Platform, - Birthday & October Security Awareness Month Day off. ### Senior Support Specialist LATAM URL: https://supporthuman.cx/jobs/senior-support-specialist-latam/ Last updated: 2026-08-07T22:13:08.000Z ## [SOCRadar](https://socradar.breezy.hr/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** There certainly could be a language barrier here, but all of the Support role descriptions from this company are odd in the same ways. I'm not at all clear on what distinguishes them, seniority-wise, since they all have essentially the same requirements, just slightly different levels of experience required. The company's Careers page is...not good. There are bizarre and hard-to-understand Ethos statements, and the benefits information is very basic. Also, like, not specific to this one, but. These Careers pages are going to give me an ulcer eventually, I just know it. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Senior Support Specialist LATAM](https://socradar.breezy.hr/p/965f05ecba89-senior-support-specialist-latam?ref=supporthuman.cx) **Build a great career with Socradar!** SOCRadar is well positioned for continued success with a focus on innovation, global expansion, and feature-rich multifunctionality. Enterprises around the world are increasingly selecting SOCRadar to get proactive by understanding their attack surface and gaining automation-enabled visibility into surface, deep, and dark web. Our customers worldwide leverage our expertise and investment in scalable, innovative solutions to protect their most valuable assets: brand reputation, employees, customers and overall business operations. Our mission is to enable the organizations to get proactive against evolving cyber threats ***What will the Senior Support Specialist LATAM do:*** Support staff who meet all the requirements to solve the problems faced by our customers in the LATAM region in the best way possible regarding our platform-based services we provide within the scope of Cyber Security Threat Intelligence. ***Responsibilities:*** - Ensuring the accurate review and elimination of cyber threat intelligence findings generated by the platform - Staying up-to-date in the changing threat landscape - Conducting platform-independent research on attack surface management and digital risk protection for customers - Meeting the technical requests of corporate customers using our platform and conducting customer meetings - Reporting and explaining cyber threat intelligence findings generated by the platform to the customer - Ensuring that customer requests are communicated to the relevant units within the company and following up on the process - Analyzing cyber threat intelligence findings generated by the platform and verifying the accuracy of findings from different sources - Preparing technical content, reports, and blog posts on a requested topic - Writing scripts to automate routine tasks when necessary - Creating an environment and performing verification for customers who request 0-day or critical vulnerabilities Note: Nothing in this job description restricts management’s right to assign or reassign additional duties and responsibilities to this job at any time. ***Qualifications:*** - At least 2 years of experience in cybersecurity - **University graduates, preferably in engineering departments (Especially Computer, Electronics and Telecommunications, Electrical/Electronics, etc.)** - Master of the OSINT concept - **Knowledge of TCP/IP, web, and network security** - Knowledge/experience in penetration testing and vulnerability assessment and actively participated in penetration tests - Importance of reporting and documentation - **Experienced with Linux.** - Knowledge of virtualization - Basic knowledge of malware is preferred - **Self-disciplined.** - Strong analytical skills and ability to effectively prioritize and coordinate multiple tasks simultaneously - Ability to adapt to intense work tempo, teamwork, open to learning, research, high communication and coordination skills, self-motivated ***What does SOCRadar offer teammates?*** - Talented and Experienced Teammates, - Private Health Insurance, - Remote working environment - SOCRadar Academy E-learning Platform, - Birthday & October Security Awareness Month Day off ### Support Engineer URL: https://supporthuman.cx/jobs/support-engineer/ Last updated: 2026-08-07T22:13:09.000Z ## [Coactive](https://coactive.ai/company?ref=supporthuman.cx) | $186,000-$220,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Genuinely one of the most diverse companies I've seen so far. And the rare case where a company claims diversity as a value and is clearly backing that up with their hiring. Cool! Whew, this is too real: > We have the scars from building and working with the first generation of modern machine learning systems at Google, Meta, Pinterest, eBay, Lyft, and other leading organizations. Since this is a founding role (something they emphasize a surprising amount) and the duties themselves have a distinct leadership flavor, I feel like the title should be a little more senior, but the pay is excellent for this kind of role. Also, I don't think I've ever seen a support engineer described as being a mentor for other teams and I'm digging the spirit: > Be the resident support expert and mentor for engineering and Go-To-Market teams I really like that they included this: > Shape best practices and company culture as we grow Normally I'd count mentions of A-players (on the Careers page) and "Previous experience in a fast-paced startup environment is a plus" as flags, but overall I think they've done such a good job of conveying their company culture and values and describing this role that I don't think these things are a big deal. I think we have another Green Means Go on our hands! Yes, It's AI. I'm as surprised as you. (**One last note:** the font color is bright green in the application and it is painful and difficult to read. I think this is likely more a design issue than a cultural one, so again I'm not dinging them for it, but if you happen to come across this BJB posting, Coactive, you should probably fix it.) [Roundup Issue](https://www.supporthuman.cx/10jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Support Engineer](https://boards.greenhouse.io/coactivesystems/jobs/5195114004?ref=supporthuman.cx) Coactive makes it easy to search, filter, and analyze visual content. Increasingly image and video data captures the content we watch, the products we buy, and the work we do, and already represents 80% of internet traffic. But rather than being an asset, visual content is often a tax or even a liability because it is so hard to work with and understand. Coactive solves this by bringing structure to unstructured visual data. Rather than spending months (or years) building complex infrastructure, data teams can unlock the value of their visual data in minutes to power use cases such as content understanding and moderation, search, and analytics. Coactive was founded by experts who shaped the fields of high-performance deep learning and data-centric AI. We have the scars from building and working with the first generation of modern machine learning systems at Google, Meta, Pinterest, eBay, Lyft, and other leading organizations. Through our decades of experience, we have developed a playbook to democratize the toughest parts of machine learning systems; no PhD required. This is an exceptional opportunity to work with one of [Forbes' top 50 AI](https://www.forbes.com/companies/coactive-ai/?list=ai50&sh=7d2a141065e5&ref=supporthuman.cx) companies, backed by key investors such as [Andreesen Horowitz](https://a16z.com/announcement/investing-in-coactive/?ref=supporthuman.cx) and [Bessemer Ventures](https://www.bvp.com/news/unleashing-the-full-potential-of-unstructured-visual-content-with-coactive-ai?ref=supporthuman.cx#:~:text=Bessemer%20Venture%20Partners%20co%2Dleads,from%20video%20and%20image%20data.). This position is truly a chance to be part of a category-defining team that is attracting top-tier talent interested in pushing the boundaries of what's possible in AI. As a Founding Support Engineer, you will be the founding member of the Support team and will be a key technical contributor working closely with the founders, engineering, product, and customer success. Your primary goal is to provide technical support and guidance to customers, taking end-to-end ownership of customer issues while proactively supporting Coactive’s products (e.g., setting up monitoring, creating technical knowledge base). As the founding member of this function, you’ll collaborate closely with customers and internal teams to tackle complex technical challenges, cultivate product knowledge and lead strategic organizational and process improvements. **What we look for:** - Be an expert and evangelist of the Coactive product - Be the resident support expert and mentor for engineering and Go-To-Market teams - Lead and execute the resolution of technical issues for customers, including cross-functional collaborations with engineering and customer success - Create and maintain systems to track customer interactions from identity to resolution - Create and maintain technical knowledge base to empower customers and internal stakeholders - Continuously monitor and analyze support needs, identifying opportunities for improvements to product and process - Maintain clear documentation and streamlined processes to facilitate efficient collaboration - Occasional travel to customer sites and industry conferences may be required - Shape best practices and [company culture](http://culture.coactive.ai/?ref=supporthuman.cx) as we grow **What we look for:** - BS (or higher) in Computer Science or related fields, or equivalent professional experience - 5+ years of providing technical support in a customer facing role (e.g., support engineer, technical support, technical account manager, solutions engineer, etc) - 3+ years of production-level experience in one of: Python, Java, C++, or similar language - Experience in development, testing and sustaining applications - Experience in creating processes and knowledge base materials to empower customers - Experience in working closely with engineering from identification to resolution of customer issues - Strong analytical and problem-solving skills, with the ability to quickly understand and troubleshoot complex technical issues. - Ability to prioritize and resolve customer issues promptly to meet or exceed service standards and customer expectations - Ability to effectively communicate and guide technical and non-technical audiences, whether through ad-hoc slack/email messaging, support calls or in-person customer visits - Previous experience in a fast-paced startup environment is a plus - Previous experience in ML/AI related roles is a plus (e.g. Data scientist, ML engineer) **What you can expect from us:** This is a hybrid position based in San Francisco or San Jose, California. The estimated annual base salary for this position is between \* **$186,000-$220,000** At Coactive, cash salary is only one part of our total compensation package. Other benefits for this position include, but are not limited to: - Market leading equity grants - 100% medical, dental, & vision coverage for you - Medical, dental, & vision partially covered for your dependents - Unlimited PTO - Social events ranging from book clubs, happy hours, and hiking to board game nights and games of Mario Kart. *Further, you can expect a supportive work environment from us. *We build products, but we develop people.** Join us in revolutionizing how businesses harness the power of machine learning to unlock the potential of unstructured data. If you're passionate about driving innovation and delivering unparalleled customer experiences, we'd love to have you on board. \*Actual pay is dependent on an individual candidate’s professional background, experience, skills and qualifications, as well as market demand and business demands. This pay range is subject to change and may be modified in the future. The salary, other compensation, and benefits information is accurate as of the date of this posting. We embrace and celebrate the diversity of our employees. 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. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. ### Customer Support Specialist URL: https://supporthuman.cx/jobs/customer-support-specialist-2/ Last updated: 2026-08-07T22:13:15.000Z ## [Reveleer](https://reveleer.breezy.hr/?ref=supporthuman.cx) | $21-$25/hr ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Whew, I'm daring myself to read this job description without getting angry, because it starts by boldly informing the applicant that the pay range for this role is $21-$25/hr. > The work schedule typically includes regular business hours Monday - Friday, but could also include early morning shifts and weekends, with some overtime possible. Hmm. It's cool, it's okay, this is fine. > This is a not a call-center type support position - there are no scripts. Obviously there's no script because there's a typo right there and also SURE SO WHY IS IT CALL CENTER PAY– okay. It's fine. I'm fine. > Required Skills: > SQL - solid knowledge (select statements, complex joins, updates, deletes, importing and exporting of data and table inserts) > Aptitude and proven ability in providing positive customer service and good communication, problem solving, and basic technical writing skills > Solid data management experience - using Excel, Access MS SQL Server (or other RDBMS) > Excellent organizational skills to effectively manage multiple customer support issues Mm. Mhmm. Uh-huh. Cool cool cool. > Desired Skills: > 4+ years SQL experience > ASCII andpr EDI knowledge is desirable. > 3+ years MS Project or the equivalent > Familiarity with JIRA is a plus I'm sorry, the *fuck*? *Required Education: Bachelor’s degree or higher in Computer Science or equivalent experience* Is this a joke? Is this just a really elaborate joke for me, the very tired lady who reacts to hilariously bad jobs? In what world does this company think that, at most, $25/hr is adequate compensation for a mid-level Support Engineer with a BS in CompSci (OR HIGHER)? I mean, I certainly dreamt of going to school for 4-6 years and earning a technical degree and THEN WORKING FOR ANOTHER 4+ YEARS to make $25 an hour for a company that won't even deign to give me a title that reflects the level of work I'm doing. WHERE DO I SIGN UP. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Customer Support Specialist](https://reveleer.breezy.hr/p/3d0935c52b47-customer-support-specialist?ref=supporthuman.cx) **Customer Support Specialist** **Position Onsite - Glendale, OH or New Albany, OH** Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of enrollment, provider outreach and data retrieval, coding, abstraction, reporting, and submissions. Leveraging proprietary technology, robust data sets, and subject matter expertise, Reveleer provides complete record retrieval and review services so health plans can confidently plan and execute risk, quality, and member management programs to deliver more value and improved outcomes. The work schedule typically includes regular business hours Monday - Friday, but could also include early morning shifts and weekends, with some overtime possible. **The Role:** The Customer Support Specialist provides documentation of processes and configurations of Reveleer's SaaS products while providing tier 2 support for application issues, assisting with the identification of root causes and present possible solutions. This is a not a call-center type support position - there are no scripts. You need to be able to provide technical input for application deficiencies, be able to dialogue cross-functionally to contribute to development prioritizations, proposals, SOWs and client implementations. **Ideal Experience:** - Healthcare/Medicare Advantage experience at the plan level. - Technical Customer Support or Client Support experience, ideally as a Business Analyst, a Customer Support Representative or similar role. - Experience with SaaS delivered applications is a plus. **Required Skills:** - SQL - solid knowledge (select statements, complex joins, updates, deletes, importing and exporting of data and table inserts) - Aptitude and proven ability in providing positive customer service and good communication, problem solving, and basic technical writing skills - Solid data management experience - using Excel, Access MS SQL Server (or other RDBMS) - Excellent organizational skills to effectively manage multiple customer support issues **Desired Skills:** - 4+ years SQL experience - ASCII andpr EDI knowledge is desirable. - 3+ years MS Project or the equivalent - Familiarity with JIRA is a plus **Required Education:** - Bachelor’s degree or higher in Computer Science or equivalent experience **Location:** This position can be either in any of our offices: Glendale, CA or New Albany, OH Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. Reveleer E-Verifies all new hires. Reveleer is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law. ### Sr. Manager of Customer Support - SaaS Spend Management URL: https://supporthuman.cx/jobs/sr-manager-of-customer-support-saas-spend-management/ Last updated: 2026-08-07T22:13:18.000Z ## [FinQuery](https://finquery.com/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Okay, right away, I'd like to commend this company for having different categories for what they offer employees on their Careers page and then accurately using said categories. Benefits in Benefits, perks in Perks, cultural stuff in Culture, and so on. What a nice change of pace. Also, it's so nice, after a string of disappointing job descriptions to just have, like, a normal JD. The duties make sense for the title and seniority. This role seems to have actual authority to drive the strategy and resources of their team. The benefits look great. So I am genuinely sad to put this in Tread Carefully. Honestly, I wish I didn't have to, but I have a standing policy to put any role without salary transparency (or that asks for your salary expectations, as this one does) in Tread Carefully, and I can't break the rules just because the last several roles made me question whether an 8-week break was truly enough time away from terrible jobs. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Sr. Manager of Customer Support - SaaS Spend Management](https://jobs.lever.co/finquery/a0a9a139-0132-4563-87cb-b9a582a46b31?ref=supporthuman.cx) We seek a visionary and results-oriented leader to join our team as a **Senior Manager of Customer Support—SaaS Spend Management**. In this critical role, you will be pivotal in shaping the future of specialized customer support for our SaaS Spend Management product. You will drive strategic initiatives focused on optimizing spend, lead complex projects, build strong client relationships, and ensure an exceptional customer experience. ### What you will be doing: - Strategic Leadership: Lead and execute high-impact projects and initiatives that significantly improve the customer experience specifically around SaaS spend management and optimization. - Data-Driven Optimization: Analyze customer data and trends across SaaS usage patterns to identify strategic opportunities for cost reduction and efficiency gains; develop actionable plans with substantial organizational impact. - Team Oversight: Oversee and provide strategic direction to SaaS Spend Customer Support teams, fostering collaboration and ensuring alignment with cost-saving and client satisfaction goals. - Cross-Functional Collaboration: Partner with senior leaders and teams across departments (Sales, Finance, Engineering) to drive customer-centricity while promoting SaaS spend awareness and optimization across all touchpoints. - Financial and Technical Decision-Making: Make strategic decisions regarding customer support strategies, resource allocation, and the selection of SaaS spend management technologies, considering their long-term financial and operational impact. - Stakeholder Focus: Build and maintain strong relationships with key internal and external stakeholders, including clients, senior leaders, executives, and relevant industry partners. Advocate for the customer at all levels. - Industry Awareness: Stay current on SaaS spend management trends and best practices. Proactively implement solutions to address evolving customer needs and market challenges. - Culture Driver: Foster a culture of continuous improvement, innovation, and collaboration within the SaaS Spend Customer Support function and extend its influence across the organization. - Talent Development: Identify and cultivate talent with specialized spend analysis and optimization skills, supporting team career development and succession planning. - Technical Leadership: Provide advocacy and strategic technical guidance to help plan and build solutions using best practices and proactively keep your customers’ environments operationally healthy and resilient. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges, and help them achieve the greatest value from FSM. - Hands-On Leadership: Provide proactive leadership to the SaaS Spend Customer Support organization. Provide technical guidance and troubleshooting and ensure best practices are followed to optimize interactions with our customers. ### What experience and skills we need you to have: - Bachelor’s degree (focus in business, finance, computer science, or other related fields). - 10+ years of professional experience, including a strong background in SaaS support or spend management operations. - Proven track record of success in SaaS cost reduction, customer satisfaction, and retention improvements. - Strong leadership, team management, and client advocacy skills. - Excellent communication, interpersonal, and presentation skills. - Analytical and problem-solving skills, particularly in the realm of software utilization and licensing. - Ability to prioritize and manage multiple tasks effectively, aligning them with strategic cost-saving goals. - Experience with SaaS spend management software. - Experience with ZenDesk. - Passion for customer service, technical optimization, and exceeding customer expectations. ### Benefits: - Flexible PTO (including 11 holidays and your birthday off) - 401(k) plan with employer matching - Great health benefits with multiple plan option - Option to choose between in office, fully remote, or a hybrid work environment for all employees - Sabbatical program (4 weeks after 5 years of service) - Casual dress environment (when in office) - Catered lunches every Tuesday and Thursday - Company events each quarter - Signing stipend for a work-from-home setup - Free gym membership at our office - Annual employee development program stipend of $2,000 for each employee - Flexible parental leave with 10 weeks paid leave for ALL new parents - Fertility/adoption assistance - Annual tutoring stipend for your children - Mentorship program available immediately - Regular team outings - Advancement opportunities based on results, not politics - Culture that emphasizes inclusiveness driven by our REDI Committee **About Us** FinQuery is an innovative contract & spend intelligence company whose solutions are used by over 7,000 organizations worldwide. What sets us apart is that we’re the only provider offering complete visibility into an organization’s largest areas of spend – leases, software subscriptions, and other financial contracts – all in one platform. Our platform provides our customers with unprecedented insight that drives informed decisions on their largest areas of spend and allows organizations to solve problems that matter for their business.FinQuery is an equal opportunity employer to all persons, free from restrictions and prejudice based upon race, color, creed, religion, sex, domestic relationship status, parental status, family status, sexual orientation, national origin, gender identity, age, and disability status. FinQuery maintains a drug-free workplace. ### Senior Support Specialist APAC URL: https://supporthuman.cx/jobs/senior-support-specialist-apac/ Last updated: 2026-08-07T22:13:19.000Z ## [SOCRadar](https://socradar.breezy.hr/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** There certainly could be a language barrier here, but all of the Support role descriptions from this company are odd in the same ways. I'm not at all clear on what distinguishes them, seniority-wise, since they all have essentially the same requirements, just slightly different levels of experience required. See the [Senior Support Specialist LATAM](https://supporthuman.cx/senior-support-specialist-latam/) position for more info. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Senior Support Specialist APAC](https://socradar.breezy.hr/p/9d4f65dbf4ca-senior-support-specialist-apac?ref=supporthuman.cx) **Build a great career with Socradar!** SOCRadar is well positioned for continued success with a focus on innovation, global expansion, and feature-rich multifunctionality. Enterprises around the world are increasingly selecting SOCRadar to get proactive by understanding their attack surface and gaining automation-enabled visibility into surface, deep, and dark web. Our customers worldwide leverage our expertise and investment in scalable, innovative solutions to protect their most valuable assets: brand reputation, employees, customers and overall business operations. Our mission is to enable the organizations to get proactive against evolving cyber threats ***What will the Senior Support Specialist do:*** Support staff who meet all the requirements to solve the problems faced by our customers in the best way possible regarding our platform-based services we provide within the scope of Cyber Security Threat Intelligence. ***Responsibilities:*** - Ensuring the accurate review and elimination of cyber threat intelligence findings generated by the platform - Staying up-to-date in the changing threat landscape - Conducting platform-independent research on attack surface management and digital risk protection for customers - Meeting the technical requests of corporate customers using our platform and conducting customer meetings - Reporting and explaining cyber threat intelligence findings generated by the platform to the customer - Ensuring that customer requests are communicated to the relevant units within the company and following up on the process - Analyzing cyber threat intelligence findings generated by the platform and verifying the accuracy of findings from different sources - Preparing technical content, reports, and blog posts on a requested topic - Writing scripts to automate routine tasks when necessary - Creating an environment and performing verification for customers who request 0-day or critical vulnerabilities Note: Nothing in this job description restricts management’s right to assign or reassign additional duties and responsibilities to this job at any time. ***Qualifications:*** - At least 2 years of experience in cybersecurity - **University graduates, preferably in engineering departments (Especially Computer, Electronics and Telecommunications, Electrical/Electronics, etc.)** - Master of the OSINT concept - **Knowledge of TCP/IP, web, and network security** - Knowledge/experience in penetration testing and vulnerability assessment and actively participated in penetration tests - Importance of reporting and documentation - **Experienced with Linux.** - Knowledge of virtualization - Basic knowledge of malware is preferred - **Self-disciplined.** - Strong analytical skills and ability to effectively prioritize and coordinate multiple tasks simultaneously - Ability to adapt to intense work tempo, teamwork, open to learning, research, high communication and coordination skills, self-motivated ***What does SOCRadar offer teammates?*** - Talented and Experienced Teammates, - Private Health Insurance, - Remote working environment - SOCRadar Academy E-learning Platform, - Birthday & October Security Awareness Month Day off. ### Director, Customer Support URL: https://supporthuman.cx/jobs/director-customer-support-2/ Last updated: 2026-08-07T22:13:22.000Z ## [Reveleer](https://reveleer.breezy.hr/?ref=supporthuman.cx) | $130,000-$145,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** > Execute a customer service strategy aligned with the assigned objectives. Okay, so you're not collaborating with leadership to determine objectives or even influencing their objectives for CS, you're just being assigned them. Sounds fun. > Deliver to the established department service level (SLA) measure and improve service performance. Are you setting SLAs based on knowledge of the team and the function and customer needs and agreements, or are you just being handed down SLAs and being expected to meet them no matter what? > Implement ongoing coaching and performance improvement programs to enhance the team's capabilities. Based on some of the other duties, it's really sounding like you'd be there to crack the whip on an already potentially overwhelmed Support team. Yeesh. > Implement structured employee recognition. Oh and then you give them a cookie. I'm sure that will be welcome. > Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals. You won't be \*given\* resources to do any of this, but you'll be expected to scrape up the scraps to do it. Sounds fun. > Model a collaborative leadership style with the ability to build partnerships and influence others into action. You better be really good at influencing others, because you won't have any real authority. > Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels. Strong sense of urgency, self-motivated and positive How good are you at plastering on a smile while a middle-aged white dude is screaming at you? I could go on, but after the practical joke that is the [Customer Support Specialist](https://supporthuman.cx/customer-support-specialist-2/) role, what's the point? There are also Customer Success roles open, but I don't want to read about this company anymore. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Director, Customer Support](https://reveleer.breezy.hr/p/7049b6550d15-director-customer-support?ref=supporthuman.cx) Director, Customer Support Remote Opportunity Reveleer is a healthcare data and analytics company that uses Artificial Intelligence to give health plans across all business lines greater control over their Quality Improvement, Risk Adjustment, and Member Management programs. With one transformative solution, the Reveleer platform enables plans to independently execute and manage every aspect of enrollment, provider outreach and data retrieval, coding, abstraction, reporting, and submissions. Leveraging proprietary technology, robust data sets, and subject matter expertise, Reveleer provides complete record retrieval and review services so health plans can confidently plan and execute risk, quality, and member management programs to deliver more value and improved outcomes. The Director, Customer Support, has responsibility for leading and overseeing all aspects of Customer Service. Primary objective is to ensure the delivery of exceptional customer experiences and support, ultimately driving customer satisfaction and brand loyalty. This role will engage and collaborate with cross-functional teams to develop and implement strategies that improve customer support processes, enhance service quality, and maintain a customer-centric culture within the organization. Essential Duties and Responsibilities: Provide leadership to a team of customer service managers, supervisors, and representatives. Provide guidance, training, and performance feedback to ensure the team meets or exceeds customer service targets. Foster a positive and inclusive work environment that encourages teamwork, motivation, and professional growth. Execute a customer service strategy aligned with the assigned objectives. Identify opportunities to enhance customer interactions and implement best practices to improve overall customer satisfaction. Monitor customer feedback and implement initiatives to address inquiries and feedback effectively. Deliver to the established department service level (SLA) measure and improve service performance. Analyze key performance indicators (KPIs) to identify trends, areas for improvement, and operational efficiencies. Implement processes to optimize customer service operations and streamline workflows. Prepare and present regular reports on customer service performance, response times, and issue resolution rates. Use data-driven insights to identify opportunities for service improvement and make informed business decisions. Oversee the handling of customer inquiries, complaints, and escalations to ensure timely and satisfactory resolutions. Collaborate with other departments, such as customer success, sales, data management, engineering, and product teams, to address customer needs and requests effectively. Organize and conduct regular training sessions to enhance the customer service team's skills and product knowledge. Implement ongoing coaching and performance improvement programs to enhance the team's capabilities. Implement structured employee recognition. Serve as an escalation point for resolving issues. Perform root cause analysis of customer issues and implement solutions to resolve these issues permanently. Implement quality assurance measures to uphold service standards. Design and implement a comprehensive customer feedback loop to capture insights and sentiments at various touchpoints throughout the customer experience. Other duties as assigned. Supervisory Responsibilities: Responsible for the overall direction, coordination, and evaluation of direct reports. Carries out managerial responsibilities in accordance with the company's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning and assigning work; appraising performance; rewarding and leading employees; addressing conflict resolution and providing workforce success opportunities for team members. Education / Experience / Certifications Bachelor's degree in business administration, customer service management, or a related field Proven experience in a leadership role within customer service or a related field Strong understanding of customer service principles, practices, and industry trends Knowledge, Skills & Abilities Required Demonstrated ability to develop and implement customer service strategies that align with organizational goals. Proficiency in using customer service management tools, SFDC CRM software, and other relevant call center technology, specifically Jira Service Management Analytical mindset with the ability to interpret data and generate actionable insights. Capability to solve complex problems, utilizing strong critical thinking and decision-making skills. Superior organizational skills and the ability to assemble resources needed to orchestrate multiple projects/activities and accomplish goals. Model a collaborative leadership style with the ability to build partnerships and influence others into action. Excellent verbal and written communications skills Outstanding presentation and facilitation skills Excellent interpersonal skills and consultative approach; tactful in dealing with people at all levels. Strong sense of urgency, self-motivated and positive Flexible and adaptable; able to work in ambiguous situations Ability to actively lead change initiatives Display highest ethical standards Maintain the utmost level of confidentiality in dealing with sensitive information Detail oriented, with the ability to multi-task in a fast-paced environment What You’ll Receive: Competitive Salary Medical, Dental and Vision benefits 401k plan with Employer Match Generous PTO Plan Salary Range: $130,000 - $145,000 / annually Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. Reveleer E-Verifies all new hires. Reveleer is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local law. ### Customer Support Manager (Hybrid) URL: https://supporthuman.cx/jobs/customer-support-manager-hybrid/ Last updated: 2026-08-07T22:13:23.000Z ## [Homebase](https://joinhomebase.com/careers/?ref=supporthuman.cx) | $95,000-$105,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The duties align well with the title and seniority, the pay is good for what seems like a truly mid-manager role. Why am I categorizing this as Tread Carefully, then? It's a few things taken together that have me worrying a little bit: the "you stay calm under pressure" requirement, the repeated emphasis on "dynamic and growing company" and "constant change" that often is just code for internal chaos, the "sharp intelligence" bit which is just unnecessary and just calls up "brilliant assholes" for me, and this bit: "A goals over-roles attitude - you do what it takes, not what’s in your job description." All of this together paints a worrying picture of internal culture, especially how it relates to what's expected of the Support function. This is not to say I wouldn't apply or that I think it's a deal breaker, but I would definitely ask some pointed questions during the interview process to better understand the actual working environment and culture. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Customer Support Manager (Hybrid)](https://joinhomebase.com/careers/?gh%5Fjid=5955398003&ref=supporthuman.cx) **Customer Support Manager (Hybrid) at Homebase Denver, Colorado, United States** Hi, Future Homie! As a Homie, you'll be part of an unstoppable team that puts customers first, embraces each day with excitement, and strives for excellence in everything you do. We’re revolutionizing the way small businesses manage their teams and grow their business. What this means for you is a shared passion for innovation and making a difference for the people we serve. So what do you say, will you join us on our mission to empower small businesses? **The Job** Reporting to the Sr. Director of Payroll Operations, you will take leadership of a small team of Customer Support Representatives, help them define processes, and prepare the team for scale. This is a new branch-off team at Homebase and we need someone who has experience managing customer support teams that support small businesses with SaaS software via phone, email, and chat. - You will be supporting our customers post-implementation with any questions they have about the Homebase product in general including payroll. - You manage the team’s performance through measurement of productivity and quality and make recommendations on how to improve quality and scale effectively. - You’ll directly plan and implement preparations for the End of Year season supporting customer needs. over-prepared for our customers’ End of Year payroll needs. - You have a passion for small businesses and helping them succeed. - You have experience leading a small (but mighty) customer service team, both with in-house employees and agents through a vendor, and like to forge the best path for growth. - You have worked in contact centers helping customers with SaaS platforms. - You are not afraid to roll up your sleeves and help customers. - You like to solve problems and can move fast. - You love working in an unstructured, fast-paced environment and you aren't afraid of change or leading your team through change. - You make decisions based on data. - You have experience supporting payroll software (not just running payroll for a company) and love the complexities of payroll and the ease it brings customers. **You will make an impact by** - Managing the performance of a team of Customer Support Representatives - Optimizing team resources to meet volume demands of payroll customers across multiple channels - email & phone - Tracking and owning support metrics like ticket volume, average handle time, first call resolution, service level, agent occupancy, etc. - Serving as an advocate for Payroll Support and our customers. - Partner with Product, Engineering, and other internal teams to ensure our customers’ needs are met. - Managing support escalations, and creating escalation procedures - Building out Customer Support standard operating procedures for Payroll - Developing a training regimen for new hires - Hiring and train new Payroll Support Specialists - Managing vendor relationships **You are a bar raiser, which means you come with** - 2+ years of customer support management experience - 2+ years of payroll product support experience - Knowledge of payroll and payroll support - A goals over-roles attitude - you do what it takes, not what’s in your job description - Experience supporting small businesses - Data focused mindset - Sharp intelligence and computer skills - Ability to adapt in a dynamic and growing organization - You stay calm under pressure and you can de-escalate escalated situations and customers - Solid educational background together with real-life wisdom and achievement - Set high standards for yourself matched with exceptional interpersonal skills - Self-motivated and comfortable working collaboratively and autonomously - excited about striving toward team and individual metrics. - Enthusiasm to be a part of a dynamic and growing company full of opportunity and constant change **What We Offer** - Colorado Only: Annual salary $95k - $105k, dependent on experience. - Stock Options - Everyone is an Owner! - 401(k) program + 4% company match - Employer supplemented Medical, Dental, and Vision Insurance Plans - 20 days of accrued PTO, annual paid holidays, and paid volunteer time off - Continued learning and development stipend - Paid life insurance - Short- and long-term disability coverage - Paid parental leave after 1-year of service - Commuter benefits - Flexible spending account (FSA) options - Top-of-the-line equipment and stipend for workspace setup - Work from home Monday, Thursday, & Friday - Meals provided at our vibrant workspaces - Team offsites and monthly opportunities to engage with fellow Homies **What to Expect During the Interview Process** - Meet the Talent Acquisition team, Lauren B. - Meet the Hiring Manager, Ben M. - Meet with a peer, Tracey J. - Meet the Leadership team, Cole S. or Kishore B. - Professional Reference Checks - Background Check + Offer Stage - Welcome to the team, Homie💜🎉 **Diversity, Equity, and Inclusion at Homebase** At Homebase, we take pride in fostering a welcoming space where every Homie of every gender, age, orientation, culture, and walk of life can be their full selves. Diverse perspectives empower us to build the best-in-class platform for small businesses and hourly shift workers. We recognize that experience comes in many forms, so if you think you’re close to what we’re looking for (even if you don’t meet 100% of the qualifications), we encourage you to apply! **About Us** Our mission is to make small business teams unstoppable. Homebase is the everything app for hourly teams, with employee scheduling, time clocks, payroll, team communication, HR, and more. More than 100,000 small (but mighty) businesses rely on Homebase to make work radically easy and give their teams superpowers. As the leader in small business team management, Homebase tracked 1+ billion hours for 2.5+ million workers last year. Homebase is based in San Francisco, Houston, Denver, and Toronto. We are backed by leading venture investors L Catterton Growth, Emerson Collective, Notable Capital, Bain Capital Ventures, Khosla Ventures, Baseline Ventures, Cowboy Ventures, Bedrock Capital, and PLUS Capital. At Homebase, we value our differences, and we encourage all to apply. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, national origin, citizenship, age, marital status, veteran status, disability status, or any other characteristic protected by law. Homebase is proud to be an equal-opportunity employer and participant in the U.S. Federal E-Verify program. Accommodations will be provided during the hiring process if needed. Please advise us of any accommodations needed within your application to ensure fair and equitable access throughout the recruitment and selection process. \*\* **Interview Recording Notice:** By participating in interviews with Homebase, you consent to using Metaview, a recording and transcription tool, during the interview process. Please be aware that all interviews may be recorded and transcribed to evaluate candidates and ensure the quality of our recruitment process. If you do not consent to be recorded, please inform the Talent Team at the beginning of the call, and appropriate arrangements will be made to accommodate your preference. Your privacy is important to us, and the recorded interviews will only be used for internal evaluation and assessment of candidates. ### Head of Customer Experience URL: https://supporthuman.cx/jobs/head-of-customer-experience/ Last updated: 2026-08-07T22:13:24.000Z ## [Passport Shipping](https://passportshipping.com/careers/?ref=supporthuman.cx) | $130,000-$150,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The company has an informative Careers page and the job duties make sense overall, but I'm going to say Tread Carefully for this one, for several reasons: 1. The listed job title doesn't match the title in the job description; 2. The job function under this role switches from Support to CX randomly. 3. Font sizes and possibly actual fonts change from paragraph to paragraph and sometimes within the same line. 4. There are repeated qualifications requiring, ironically, attention to detail. 5. What feels like a low salary for a Head of / Director-level role, especially since the JD notes that this range is for high cost-of-living areas and may be adjusted "based on our geographical pay approach." Now, some of these things may be because the Support team and/or the hiring manager is overworked and under pressure to get a JD out, but some of these issues are glaring enough that I would expect someone to have caught them (either before posting or after). If I were applying for this role, I'd ask my interviewer to confirm the details of the role, how they arrived at that salary range, and to elaborate on the Support team's bandwidth/turnover rate. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Head of Customer Experience](https://jobs.lever.co/passportshipping/7ee7467c-69a8-4ac2-984e-695b7a3d9fb9?ref=supporthuman.cx) **About Passport:** Our goal is to help brands reach their global potential by building the #1 international eCommerce enablement solution for DTC brands. Hundreds of the world’s top direct-to-consumer brands like iHerb, Tommy John, Native, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally. We’re growing quickly and are looking for the right leader (Sr Manager or Director level) to help grow and scale Passport’s Customer Support team. This position requires a strategic thinker with proven leadership skills, strong communication abilities, and a deep understanding of customer support best practices. The Director of Support will be responsible for ensuring the delivery of high-quality support to our brands while optimizing processes and driving continuous improvement initiatives in support and cross functionally. You will directly manage a global & remote team and play an integral role in the retention and success of our 400+ brands. Your leadership will ensure our brands receive exceptional support, directly influencing their perception and satisfaction with Passport. You will own defining standards, our knowledge base, guiding ongoing training efforts and support of new features, setting KPIs and managing the team to achieve those goals. **What you'll do:** - **Strategic Leadership:** Define and uphold high standards for customer interactions, refine our knowledge base, and spearhead training and support for new features. Define the quarterly OKRs for our CX team, leveling up each quarter - **Performance Management:** Set clear Key Performance Indicators (KPIs) for the CX team and drive the team to achieve these targets. - **Team Management:** Directly oversee a global team, ensuring efficient ticket handling, fostering team growth, and maintaining quality control across all customer interactions. - **Operational Modeling:** Manage staffing, scheduling, and ticket coverage for optimal customer support. Develop and maintain CX forecasting models to anticipate peak periods and optimize resource allocation. - **Innovation and Improvement:** Continuously iterate on what’s existing to enhance Passport’s support to our brands. Refine our knowledge base & build out the right workflows on our AI chatbot to help our customers self service with ease - **Cross-Functional Collaboration:** Work closely with Product, Engineering, Operations, and other key departments to align on business objectives and enhance product-level solutions based on customer feedback. **What we're looking for:** Please apply even if you don’t meet all of the criteria! - Demonstrated desire and love for providing exceptional customer service 5+ years of customer service experience with 2-4+ years managing a team that uses ticketing software (e.g., Zendesk). - You’ve managed and scaled customer support teams, and enjoy the challenges associated with maintaining excellence at scale / without compromising for scale - Excellent communication (written and oral), attention to detail, and a resourceful problem-solving attitude - Strong problem-solving aptitude with an ability to manage and resolve conflict with ease - Experience working with offshore teams - Ability to quickly understand and use multiple technologies and tool sets - Self-driven and highly motivated with a true sense of ownership from start to finish - Highly organized, with strong attention to detail; can own and manage a project end-to-end with an ability to constantly prioritize - Proactive about offering feedback and advocating for improvements - High aptitude for using data to gather insights and make informed decisions Zendesk experience required - Undergraduate degree or equivalent required **Nice-to-Haves:** - Experience supporting logistics (e.g., a DTC product, shipping, warehouse, etc) - Familiarity with the tools we currently use: Zendesk, Notion, StellaConnect $130,000 - $150,000 a year Our cash compensation for this role is for candidates located in Tier 1 cities such as San Francisco or New York. Other locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above. **What you'll get...** - Competitive cash and equity packages - Healthcare, dental, and vision - 401(K) Match - Bi-Annual Remote Work funds - 100% remote work environment #LI-Remote - Company issued laptop - Flexible PTO - Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ‘n paints! - Quarterly team (virtual) gatherings and annual all-company offsites in cities around North America - Learning & Development Fund for upskilling or products to improve your day-to-day work life - One-time remote work set-up stipend to make your at-home office dazzle - Teammates around the world in 8 different time zones! ### Senior Technical Support Engineer URL: https://supporthuman.cx/jobs/senior-technical-support-engineer-2/ Last updated: 2026-08-08T00:05:48.000Z Location: New York City ## [Finout](https://www.finout.io/careers?ref=supporthuman.cx) | $130,000 - $150,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This company and job has the dubious honor of spawning not one, but TWO new BJB entries. I bet you can guess which ones. > Join our growing, fast-paced, disruptive startup that is going to win in building the only FinOps solution that a company will ever need. HEAVY SIGH. > We encourage people from all genders, religions, pregnancy statuses, nationalities, and backgrounds to join us. We're proud to be working with parents, singles, and even dogs! YIKES. They sure are going out of their way to avoid welcoming all races to the company, aren't they? Also, uh, you know it's bad when "Professionalism" is one of four company values. I'm not sure I've ever seen so much racism so clearly written between the lines of a Careers page before. > At Finout, we understand that our employees are the most valuable thing we have, and it's not just a motto. We are a young startup, with a really pleasant and friendly working environment, generous perks, and very nice people (well, most of them). Good grief, who wrote this careers page? ("AI," the group chat says. "Definitely AI.") > Our company is rapidly growing, all while maintaining a young and fun vibe! Really committing to that ageism! > *Ability to work independently while still communicating with the wider group regarding wider issues.* The bar is in hell. > Besides an amazing opportunity to learn and grow professionally alongside a team of real rockstars, **goes to their building, gets on their elevator, goes to the roof, takes out megaphone:** THIS IS NOT A BENEFIT > Office Hybrid model - 2 times a week working from home THIS IS NOT A BENEFIT, IT IS A CONDITION OF EMPLOYMENT Also, this should actually be a Director role given the responsibilities. The salary is just \*okay\* for a senior technical hybrid role in NYC, but it's shitty for a Director-level technical role. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Senior Technical Support Engineer](https://www.comeet.com/jobs/finout/07.006/sr%5F-technical-support-engineer/9B.44E?ref=supporthuman.cx) **DESCRIPTION** At Finout, we've developed a powerful SaaS tool aimed at helping companies achieve a deeper understanding of their cloud service costs and manage them more effectively. We're proud to have global customers like the New York Times, Wiz, Choice Hotels, BigPanda, Mobileye, and plenty more. Our company is rapidly growing, all while maintaining a young and fun vibe! We are looking for a Senior Technical Support Engineer who will be responsible for handling Customer Support activities in the US. This is a unique opportunity to join a quickly accelerating startup in a hot space and make an outsized impact to the trajectory of the company. We offer a competitive salary. salary range will be around $130,000 - $150,000, Annually. **RESPONSIBILITIES** - Take ownership of US-based technical support operations , including first response to Enterprise customers, handling escalations, communicating internally with various teams regarding technical issues, documenting technical issues internally and externally, and identifying possible methods for improving Support in both the technical and the service layers. - Develop a deep understanding of the Finout platform to provide efficient end-to-end support solutions. - Utilize the platform’s various backend mechanisms, processes, and data structure in order to provide Tier-2 support on complex backend capabilities. - Collaborate with Product, Customer Success, and R&D teams to address recurring issues and enhance support services. - Create and maintain internal documentation on platform functionalities and processes. **REQUIREMENTS** - At least 3-4 years of experience as a Tier-2 or Senior Technical Support Engineer for a technical SaaS product, cloud-based solution, or IT tooling solutions. - Experience with SQL, including accessing and querying databases, manipulating data via advanced queries, and extensive knowledge of relational database structure. - Experience with at least two of the major cloud providers (AWS, GCP, and Azure). - Experience working with internal and external APIs (REST). - Ability to work independently while still communicating with the wider group regarding wider issues. - Advantageous: - Proven track record of building support processes and methodologies from scratch. - Experience with working in monitoring or cloud cost management segments. **BENEFITS THAT WE OFFER :** Besides an amazing opportunity to learn and grow professionally alongside a team of real rockstars, Finout is excited to offer a variety of benefits for our employees in NYC, including: - Private Health Insurance (including Dental , vision and life insurance) - 401K Plan - Office Hybrid model - 2 times a week working from home - Unlimited PTO! ### Vice President of Customer Success URL: https://supporthuman.cx/jobs/vice-president-of-customer-success/ Last updated: 2026-08-08T00:05:48.000Z Location: New York City ## [Finout](https://www.finout.io/careers?ref=supporthuman.cx) | $270,000 - $330,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** See Finout's [Senior Technical Support Engineer](https://supporthuman.cx/senior-technical-support-engineer-2/) role for red flags so red they're bleeding into this job description, too. I love how Finout repeatedly refuses to capitalize Support as a function in this JD. No red flags there! > Excellent communication and interpersonal skills, with the ability to engage and influence senior executives. Wooooooo nothing to worry about there, either. Also, I'm not correcting the numerous typos in this JD. I refuse. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Vice President of Customer Success](https://www.comeet.com/jobs/finout/07.006/vice-president-of-customer-success/C4.64E?ref=supporthuman.cx) **DESCRIPTION** Finout is a leading provider of FinOps solutions, dedicated to helping organizations manage and optimize their cloud expenses. Our platform offers advanced features such as cost optimization, anomaly detection, and custom dashboards to provide detailed insights into cloud spending. **Role Overview:** The Vice President of Customer Success will lead our Customer Success department, overseeing the Directors of Customer Success and the support team. This role is crucial as Finout rapidly expands its enterprise customer base. The VP CS will report to the CEO and develop and execute strategies that enhance customer satisfaction, retention, and overall success. We offer a competitive salary. salary range will be around $270,000 - $330,000, Annually. **RESPONSIBILITIES** - Lead and scale the Customer Success team to support a growing number of enterprise accounts. - Develop strategies to ensure successful onboarding, adoption, retention, and overall satisfaction of Finout's enterprise customers. - Collaborate with cross-functional teams and make sure the voice of the customer is heard and prioritized, affecting the product roadmap. - Provide leadership and guidance to Directors of Customer Success and support teams, fostering an environment of growth and learning. - Utilize Finout’s platform analytics to drive decisions and improvements in customer success initiatives. - Establish and monitor key performance indicators (KPIs) for the Customer Success department. **REQUIREMENTS** - Proven experience in a senior customer success role, preferably in an Enterprise SaaS or cloud services environment. - Proven experience building and guiding CS teams - Strong leadership skills with a track record of managing high-performing teams. - Excellent communication and interpersonal skills, with the ability to engage and influence senior executives. - Deep understanding of customer success metrics and software platforms. - Experience in managing large, complex customer accounts and relationships. - Technical background, and working with technical customers - big plus ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-9/ Last updated: 2026-08-08T00:06:45.000Z Location: Santa Clara ## [Bolster](https://bolster.ai/career?ref=supporthuman.cx) | $80,000-$100,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Honestly, this job description is a mess. Repeated paragraphs and sections, overly business-speaky, and poorly edited and formatted. > You’re relaxed yet professional, eloquent yet casual, and pleasant yet persuasive. Hey. Hey hiring managers. Stop using AI to write these JDs. This is embarrassing. > Our buyers are our usually Security Operations team, Fraud teams and are fairly technical. ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/confused-dog.gif) > Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues. Woof. > Our inspiring proven leaders are hiring great people, providing super benefits, and impacting the world! BINGO. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://jobs.lever.co/bolster/540428db-ef69-443f-87ee-44cfe00a8dc0?ref=supporthuman.cx) **About Bolster** Bolster turns the security paradigm upside down and removes threats and digital risks before an attack occurs. Our protection extends beyond the enterprise to customers and partners. Our approach is the antithesis of today’s cyber defense strategy, which is to wait for an attack than try and prevent it. Or worse, assume you have been breached and hope you can detect it. We leverage the power of AI to apply deep learning, computer vision, and natural language processing to identify criminal intent on millions of web pages daily. We tirelessly monitor the Internet to find malicious web pages that could cause harm and remove them. We empower companies to take back control of the Internet by continuously eliminating the threats that threaten their business, customers, and brand. We are just getting started, and the future could not be more exciting. We’re growing the team in all functions as we transition from a small start-up into the next phase of our journey. We are looking for A-list talent who will have a meaningful impact, solve new challenges, and take ownership of the future of Bolster. If this is you, apply and join our team! We’re growing the teams in all functions as we transition from a small start-up into the next phase of our journey. We are looking for A-list talent who will have meaningful impact, solve new challenges, and take ownership of the future of Bolster. The Customer Success Manager (CSM) will contribute strategic guidance and advice to customers of various sizes along various points of their customer journey. You’ll work in tandem with multiple internal stakeholders to renew and grow business in our existing client base. You will work with a collaborative team where your experiences, effort, and ideas will matter. You’re relaxed yet professional, eloquent yet casual, and pleasant yet persuasive. Most importantly, you want to believe in the product you’re selling and take a personal interest in the growth of the organization. Our buyers are our usually Security Operations team, Fraud teams and are fairly technical. **\*\*\* Please note, this role requires in office work/collaboration 3 times a week \*\*\*** **If this is you, apply and join our team!** **What You’ll Do** - Develop strong awareness of the customer journey and how a Customer Success Manager serves to strategically advise customers toward agreed upon goals. - Be responsible for validating and championing the expansion and adoption growth within a book of business across customer profiles with various business needs. - Engage and meet with customers for Executive Reviews in order to develop a clear understanding of their needs, opportunities and possible solutions. - Coach and drive customers toward the maximum value application of Bolster alongside their business needs on a defined timeline, promoting methodologies and business practices that create customer experts. - Maintain high levels of customer engagement and satisfaction with a focus on customer value & loyalty. - Identify common customer challenges amongst your CSM cohort and their books of business to help identify opportunities for enhanced product solutions. - Partner cross-functionally with Bolster Account Executive, Product, Engineering and Marketing teams to continuously improve the customer experience. - Ability to craft internal and customer-facing assets. - Help drive customer references and case studies. **Requirements** - 4+ years of experience in a customer-facing customer success, account management, or strategic consulting role; enterprise software or SaaS experience is a preferred. - College degree (BA/BS) - Passion for building trust and communicating effectively with customers. - Experience working with Security operations teams and Fraud teams (SecOps) is a must. - Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption. - Strong interpersonal skills and experience building strong internal and external relationships. - Consistent track record of highly-professional customer service in a fast-paced, dynamic environment - Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues. **Nice to Have** - Experience with tools such as Salesforce and CS-centric tools is a plus. - Experience with a professional community management platform for a large technologically-focused user base. - Experience in Phishing & Fraud space **\*\*\* Please note, this role requires in office work/collaboration 3 times a week \*\*\*** $80,000 - $100,000 a year **Why Bolster** We are the leader in Anti-Phishing AI! Bolster creates a Next-Generation Fraud Prevention SaaS platform & CheckPhish community platform based on pioneering work in Artificial Intelligence-based phishing and scam detection systems. Bolster protects the world’s top brands like Zoom, Dropbox, Uber, LinkedIn, Roblox, and other Fortune 500 customers. We are funded by top-tier investors led by Thomvest Ventures and Crosslink Capital. Our team has over 100 years of combined cybersecurity experience at Cisco, Symantec, McAfee, Bell Labs, Open DNS, and Lacework. Our AI/ML technology protects regular citizens from bad actors on the internet, using industry-leading deep learning, computer vision, natural language processing, and machine learning models for highly accurate real-time detection & automated takedown of fraudulent sites at the internet scale. We also brought our technology to the community with CheckPhish, [https://checkphish.ai](https://checkphish.ai/?ref=supporthuman.cx). It is a free tool that protects millions of consumers from daily phishing, fraud, and fake sites. Charities, non-profits, social benefit corps, and schools are targets too. To aid the world, we will give our technology & services for free or at cost to any approved charity, non-profit, or social benefit corporation. Our work is challenging but fun. We're all about shipping elegant, high-leverage products. Bolster cares deeply about collaboration, feedback, and iteration. Trust and respect are deeply rooted in our unique culture. Our inspiring proven leaders are hiring great people, providing super benefits, and impacting the world! **\*\*PLEASE NOTE THAT THIS ROLE REQUIRES IN OFFICE COLLABORATION/ATTENDANCE 3X A WEEK \*\*\*\*** **Learn about our values:** [https://bolster.ai/about-us](https://bolster.ai/about-us?ref=supporthuman.cx) **What we offer:** - Competitive Salary - Comprehensive medical, dental, and vision insurance - Catered Lunch through Forkable - Monthly "coffee break" stipend for our remote team members - EAP (Employee Assistance Program) - Flexible time off - 10 Paid Holidays - Sabbatical Leave - Equity ### Director, Client Success URL: https://supporthuman.cx/jobs/director-client-success/ Last updated: 2026-08-07T22:13:25.000Z ## [Atropos Health](https://www.atroposhealth.com/careers?ref=supporthuman.cx) | $140,000-$175,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** The company sounds fine and they have a solid Careers page. However, based on the job description, it's not totally clear why this is a Director-level role, and some of the job duties don't fit with a Success role: > Partner closely with the Life Sciences Sales team to generate meeting content and value stories, aligning Atropos Health’s capabilities with customer needs. > Own pre-sales activities in support of key meetings. > Become proficient in Atropos Health’s proprietary Temporal Query Language (TQL) to query data, understand patient counts, and run simple studies. None of the responsibilities indicate they'd be managing anyone, and all of the work is pretty individual contributor-coded. I mean, the pay is great for an IC, maybe a little mediocre for a Director (plus they're reporting to a VP – I'm just pretty confused about what this role is supposed to be doing). Also, let me beat a dead horse a little bit: benefits are not perks. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Director, Client Success](https://jobs.ashbyhq.com/AtroposHealth/c94d44bf-4b31-4061-92e8-b34deb9f2123?ref=supporthuman.cx) **About Atropos Health** Atropos Health is the developer of GENEVA™ OS , the operating system for rapid healthcare evidence across a robust network of real-world data. Healthcare and life science organizations work with Atropos Health to close evidence gaps from bench to bedside, improving individual patient outcomes with data-driven care, expediting research that advances the field of medicine, and more. We aim to transform healthcare with timely, relevant real-world evidence. **About the Role** The Director, Client Success is a customer-facing leadership role working directly with Atropos Health’s Life Sciences customers and partners. The role has broad responsibilities both internally and externally with the goal of driving customer satisfaction, commercial success, and Atropos Health’s product development activities. The Director, Client Success will play a key part in the development and evolution of the Client Success function as Atropos Health continues to grow. **Responsibilities** - Manage a portfolio of clients and partners to ensure smooth delivery operations and maximize client satisfaction in partnership with the Clinical Informatics team. - Partner closely with Atropos’ Product team to provide client feedback and suggestions for new features and enhancements. - Monitor usage metrics and key performance indicators to ensure customer satisfaction. - Act as a Life Sciences subject matter expert both internally and externally. - Partner closely with the Life Sciences Sales team to generate meeting content and value stories, aligning Atropos Health’s capabilities with customer needs. - Own pre-sales activities in support of key meetings. - Become proficient in Atropos Health’s proprietary Temporal Query Language (TQL) to query data, understand patient counts, and run simple studies. **Minimum Qualifications** - Excellent verbal and written communication skills are required for this role. - Strong initiative and the ability to work independently. - Prior experience working with real-world healthcare data (EMR, claims, etc.) and life sciences companies (pharmaceutical and biotechnology) is required. - Strong technical skills and hands-on experience with SQL is required. Additional coding languages (e.g., R, Python) is a plus. - Prior experience working and proven aptitude in a startup environment. - Bachelor’s degree with at least 7+ years work experience in healthcare, consulting, or pharmaceuticals/biotech is required. **Reporting** The Director, Client Success reports directly to the VP, Client Success, [Vinny Marino](https://www.linkedin.com/in/vinny-marino-25790132/?ref=supporthuman.cx). **Location** We are a remote first company! You must be currently authorized to work in the United States on a full-time basis. We cannot support visa sponsorship at this time. **Our Core Values** - **Bias to Action.** We are driven by urgency and persistence, ensuring our actions contribute to the relentless pursuit of our mission. - **Intellectual Honesty.** We are committed to the integrity of our work, seeking truth, and building transparent methodologies that go beyond industry norms. - **Compelled by Curiosity.** We seek to solve the unknown, push boundaries, and do not accept the status quo. - **Impactful Innovation.** We pioneer solutions that pursue equity and representation that have a transformative impact for our customers, users, and patients. - **Mindful Mentorship.** We approach all interactions with an empathetic understanding, actively investing in the growth of each other and our customers. **Perks** - **Health & Wellness**. Our benefit package includes employer paid Medical, Dental, Vision, Life, STD, and LTD insurance. - **Parental Leave**. We offer up to twelve weeks of paid leave for new parents who have been at the company for 6+ months. - **Financial Wellness**. Save for retirement through our 401k plan with Human Interest. - **Flexible Work Environment**. We're a remote first company with a flexible vacation policy. - **Offsites**. As a remote company we take time 2-3 times a year to get together in small teams and all together as a company. At Atropos, we are committed to fostering a diverse, inclusive, and equitable workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives and talents. We are an equal-opportunity employer that does not discriminate on the basis of race, religion, national origin, age, gender, gender identity or expression, sexual orientation, genetics, disability, pregnancy, veteran status, or any other legally protected status. ### Customer Success Manager URL: https://supporthuman.cx/jobs/customer-success-manager-8/ Last updated: 2026-08-07T22:13:27.000Z ## [Lumos](https://www.lumos.com/careers?ref=supporthuman.cx) | $120,000 - $205,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Seems great. Job description includes a lot of personality and both the JD and the Careers page are informative while showing a lot of positive culture signals. Plus, this whole statement: > We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value. And the benefits and the salary are great. Huzzah, our first Green Means Go of the week! [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Customer Success Manager](https://boards.greenhouse.io/lumos/jobs/5876952003?ref=supporthuman.cx) In 2011, Marc Andreessen famously said, “Software is eating the world.” 10+ years later, software hasn’t just nibbled, it has indulged in a lavish ten-course feast at a Michelin star restaurant. From Slack to Zoom to Figma, software is embedded in every company’s DNA. And while most just get to enjoy the benefits, there is one unsung hero behind it all: 🦸‍♀️ IT 🦸‍♀️ While being flooded with never ending IT tickets, they are also making sure Guy Fieri in Sales doesn’t buy yet another tool “promising” a 103% lead conversion rate. And burying themselves in spreadsheets to prepare the SOC2 report for when Gordon Ramsey from the Big 4 comes knocking. And can’t forget about Julia Child, the newest on-call engineer, who needs access to prod DB to investigate an incident. All of these workstreams are among spreadsheets, emails, Slack messages, and Zoom calls. But those days are numbered. ✨ **Let there be Lumos** ✨ Lumos is building the first AppHQ for companies. In essence, we are creating the meta app, the source-of-truth for companies to manage all their apps. **Why Lumos?** - 🚀 **Rocketship Growth:** In less than two years, our team has grown from 20 to \~80 brilliant minds across Canada, the United States and South America. Our customer base has more than 10x’d with some pretty incredible names like SiriusXM, GitHub, and Intercom. - 📈 **Backed by Industry Leaders:** Andreessen Horowitz (a16z) has backed us since the beginning. We have a team of trusted advisors including Joel De La Garza (partner at a16z and previous Chief Security Officer at Box) and Leland Maschmeyer (the design thinker behind Spotify and Microsoft) - ⭐ **Grow with us:** You have the chance to be one of the first 100 people at Lumos. At Lumos, you will build your function from the ground up, get exposure to different aspects of the business developing a diverse skill set, and most importantly, you’ll have the opportunity to pave your own path. We are rewriting the IT playbook, one that better reflects our software eaten world. As our Customer Success Manager, you will be critical in ensuring our customers are successful! You will own our rapidly growing customer base and help build our customer success processes. You will play a vital role in the customer journey as the customer's main advocate and advisor, influencing product roadmap, company priorities as well as customer's account admins, end users, and decision makers. **✨ Your Role** - **Onboard, Educate & Support:** Refine a strong onboarding experience, with continuous opportunities for education and support Face of Lumos: Develop a trusted advisor relationships with your customers, key stakeholders and executive sponsors to build loyalty - **Customer Success Playbook:** Execute the customer success playbook and processes that enable customers to work more efficiently whilst supporting Lumos in meeting adoption and engagement goals - **Data-Driven Success:** Work closely with business + engineering to monitor and own customer health metrics, using them to proactively identify the most high-potential areas to support customers - **Voice of the Customer:** Influence the Lumos product roadmap by sharing customer insights with the team and closely working with product & design to drive adoption and engagement. - **Understands how technology drives business:** Is comfortable discussing with customers how to drive business outcomes using technology from a portfolio view of a customers tech stack to how leveraging webhooks to validate users helps achieve goals - **Successful Renewals:** Ensure every customer sees the ROI on their investment and is ready to renew at the end of their terms **💰Pay Range** $120,000 - $205,000\. Note that this range is a good faith estimate of likely pay for this role; upon hire, the pay may differ due to skill and/or level of experience. **🙌 What We Value** We purposefully did not create a standard list of minimum qualifications because we care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. Instead of focusing on what people need to have, we focus on what people need to do. Additionally, we try to find out whether you would be a good fit for Lumos based on our values that define how we achieve outcomes and what characteristics we value. **💸 Benefits and Perks:** - 💯 Remote work culture (+/-4 hours Pacific Time) - ⛑ Medical, Vision, & Dental coverage covered by Lumos - 🛩 Company and team bonding trips throughout the year fully covered by Lumos - 💻 Optimal WFH setup to set you up for success - 🌴 Unlimited PTO, with minimum time off to make sure you are rested and able to be at your best - 👶🏽 Up to (4) months off for both the Birthing & Non-birthing parent - 💰 Wellness stipend to keep you awesome and healthy - 🏦 401k contribution plan ### Member Engagement Specialist, CES URL: https://supporthuman.cx/jobs/member-engagement-specialist-ces/ Last updated: 2026-08-07T22:13:28.000Z ## [Wayspring](https://wayspring.com/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Having worked for a similar company, the job description seems pretty straightforward for this kind of role. I will say, "the ability to communicate effectively and persuasively is required" in a substance abuse disorder treatment environment made me pause (it sounds vaguely salesy, which is a little gross given the subject matter). Also, while the benefits look great, there's no salary transparency, so this goes in Tread Carefully. Side note: there's no way to link directly to the JD, unfortunately, so any links take you to the job listings page. While this particular job is in Indiana, there are a few other listings in the U.S. for this role. [Apply for this job](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Member Engagement Specialist, CES](https://secure6.saashr.com/ta/6189920.careers?CareersSearch&ref=supporthuman.cx) Location 450 E. 96th Street, Suite 500, Indianapolis, IN, 46240, United States Job Category SUD Home Employee Type FT Non-Exempt **Description** Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So, if you think you have what it takes, but don’t necessarily meet every single point on one of our job openings, please still apply. We’d love to consider your application and see if you could be a great fit! At Wayspring, we are committed to furthering our value of Equity & Inclusion throughout our recruiting practices. We seek diversity of background and opinion, as we think these attributes improve the performance of our company and are the right thing to do for our communities. We recognize and remove barriers to success within our company and communities. We seek to build a recruiting process that is inclusive and fosters diversity. **Overview of the Engagement Specialist** The Engagement Specialist will report to the Member Engagement Manager and will be tasked with longitudinal engagement with Members enrolled in Wayspring’s program. The ideal candidate will be a highly personable and professional with excellent communication skills. This individual will work to support a specific health plan market that Wayspring offers services in. **Responsibilities for the Engagement Specialist** - Conduct text and telephonic outreach to members assigned to their caseload - Successfully contact members and review with them with an educational overview of Wayspring’s service offerings - Provide on-going engagement to members - Ensure members are connected to Wayspring clinical services Incorporate recovery support themes into engagement - Regularly review member profile for SDoH and clinical updates - Provide rotating after-hours and on-call support - Initiate creative strategies to facilitate member contact - Maintain performance accountability around member engagement and participation and achieve performance targets - Adhere to Wayspring information security and privacy requirements - Other duties as assigned **Requirements** - Minimum of three (3) years of experience in an outreach role, with preferred experience around telephonic outreach - Highly organized and detail-oriented and self-driven with the ability to work independently and as part of a team - Demonstrated ability working in a matrixed environment - The ability to communicate effectively and persuasively is required - Exceptional verbal communication skills, and effective presentation skills - Experience with CRM platforms or Electronic Health Record systems is preferred **Company and Benefit Summary** Wayspring has reimagined substance use disorder treatment. We provide individualized care, delivered with a peer-centered approach. We focus on making sure patients have their basic needs met, like access to care, economic stability, and connection to relationships and community. Then we help each person find their own way to wellness. - Medical, Dental and Vision Insurance Options - Company funded HSA - Monthly Gym Allowance - Paid parental leave – all parents included - Company paid short term disability, long term disability and life insurance - Generous 401k match - Premium Employee Assistance Program, inclusive of counseling sessions - Company Contributions to Future Minded Savings (think 529, HSA, Student Loan Reimbursement, and Emergency savings fund) - Generous PTO package (accrual policy based on years of service) and an additional 10 paid company holidays Additional Information - **Work Location Remote, WFH** ### Senior Technical Support Specialist URL: https://supporthuman.cx/jobs/senior-technical-support-specialist/ Last updated: 2026-08-07T22:13:29.000Z ## [Wayspring](https://wayspring.com/careers/?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This is more of an IT Support role, although that's not clear from the title. Having worked for a similar company, the job description seems pretty straightforward for this kind of role. Also, while the benefits look great, there's no salary transparency, so this goes in Tread Carefully. Side note: there's no way to link directly to the JD, unfortunately, so any links take you to the job listings page. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Senior Technical Support Specialist](https://secure6.saashr.com/ta/6189920.careers?CareersSearch&ref=supporthuman.cx) Location 209 10Th Ave S, Suite 350, Nashville, TN, 37203-0752, United States Job Category Corporate Employee Type FT Exempt **Description** Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So, if you think you have what it takes, but don’t necessarily meet every single point on one of our job openings, please still apply. We’d love to consider your application and see if you could be a great fit! At Wayspring, we are committed to furthering our value of Equity & Inclusion throughout our recruiting practices. We seek diversity of background and opinion, as we think these attributes improve the performance of our company and are the right thing to do for our communities. We recognize and remove barriers to success within our company and communities. We seek to build a recruiting process that is inclusive and fosters diversity. **Why Wayspring?** We are passionate about breaking barriers alongside those facing substance use disorder. Whether you’re in the field or in the corporate office – our mission is felt, and your impact is recognized. There is no inner circle, and we all have a seat at the table. Leaders are accessible and silos are avoided. We respect your craft and love to be challenged. We invest not only in our mission, but in each other. Internal promotions and cross departmental trainings are the norm – you grow, we grow. At Wayspring, we don’t just see you as an employee, we see you for who you are. a whole-person – with hobbies, pets, families, and lives outside of work. Our flexible schedule and flexible work environment options help you to create and maintain the work-life balance you need most. **Overview of the Senior Technical Support Specialist role** The IT Infrastructure team at Wayspring is responsible for the endpoint technology stack that the company utilizes. The Senior Technical Support Specialist oversees the implementation of technical solutions and manages a complex, dynamic environment. The Senior Technical Support Specialist has a vital, hands-on role in all facets of IT including endpoints, mobile devices, networking, telecom, enterprise applications and security. A successful candidate will have excellent interpersonal skills, high technical knowledge, and aptitude, and be driven to learn and improve. This person will also possess fundamental knowledge of the environment and the tools being utilized. This individual should be detail-oriented and thorough. The ideal candidate will have experience across various facets of IT and be capable of leading projects and solving complex issues. **Responsibilities of the Senior Technical Support Specialist** - Oversees provision and deprovision of accounts, applications and devices - Configures, supports, and repairs end user devices. - Provides excellent tech support services for internal and remote users - Manages OS and software updates for endpoints - Creates, manages, automates and deploys software, applications, configurations and security policies using MDM or RMM tools - Administers identity and access management - Improves processes and workflows with scripting and automation - Writes and updates documentation - Remediates vulnerabilities and enhances identity, application, and endpoint security - Maintains and safeguard secure backups of data and endpoints - Follows and improves processes according to CIS, HIPAA, Hi-Trust and other security and compliance standards - Supports and maintains an accurate inventory of technology (hardware, software, licenses, etc.) **Requirements & Preferred Qualifications** - Minimum 5 years’ experience in an endpoint management role, networking, or security position - Bachelor’s degree, or equivalent experience - Strong technical background and ability to tackle problems with unknown solutions - Familiarity with the following technology or their equivalent; Microsoft Intune, Microsoft Exchange, Microsoft Admin Center, Microsoft Teams, Microsoft Defender, Microsoft Fabric, AWS (Amazon Web Services), N-Central, Cove Data Protection, Kandji - Adhere to Wayspring information security and privacy requirements **Preferred Qualifications** - Experience with AzureAD, Okta and Microsoft tech stack - Experience with automation, application deployment and identity management - Microsoft Certifications Company and Benefit Summary Wayspring has reimagined substance use disorder treatment. We provide individualized care, delivered with a peer-centered approach. We focus on making sure patients have their basic needs met, like access to care, economic stability, and connection to relationships and community. Then we help each person find their own way to wellness. - Medical, Dental and Vision Insurance Options - Company funded HSA - Monthly Gym Allowance - Paid parental leave – all parents included - Company paid short term disability, long term disability and life insurance - Generous 401k match - Premium Employee Assistance Program, inclusive of counseling sessions - Company Contributions to Future Minded Savings (think 529, HSA, Student Loan Reimbursement, and Emergency savings fund) - Generous PTO package (accrual policy based on years of service) and an additional 10 paid company holidays ### Lead Support Engineer URL: https://supporthuman.cx/jobs/lead-support-engineer/ Last updated: 2026-08-08T00:06:44.000Z Location: Richardson ## [Mavenir](https://www.mavenir.com/about/careers/?ref=supporthuman.cx) | "Competitive" comp not given ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Job application is through Workday. My condolences. > Position requires a Masters or Bachelor’s in Computer Science, Electronic Engineering, Telecommunications Engineering, or related field (foreign equivalent acceptable) and 5 years of progressively responsible experience in Telecommunications Engineering or a Master’s in Computer Science, Electronic Engineering, Telecommunications Engineering, or related field (foreign equivalent acceptable) and 2 years of experience in Telecommunications Engineering. Okay, this is one of the few roles in which such high education/experience expectations seem appropriate. The role seems pretty straightforward, and the company's Carreers page is pretty standard corporate fare. The main thing putting this in Tread Carefully is the lack of salary transparency. [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Lead Support Engineer](https://mavenir.wd1.myworkdayjobs.com/en-US/Mavenir%5FCareers/job/Richardson-TX/Lead-Support-Engineer%5FR0013919?ref=supporthuman.cx) Mavenir is building the future of networks and pioneering advanced technology, focusing on the vision of a single, software-based automated network that runs on any cloud. As the industry's only end-to-end, cloud-native network software provider, Mavenir is transforming the way the world connects, accelerating software network transformation for 250+ Communications Service Providers in over 120 countries, which serve more than 50% of the world’s subscribers. **Role Summary** Specializes in providing assistance to field engineers, technicians, and product support in diagnosing, troubleshooting, repairing and debugging complex systems (e.g., electro/mechanical equipment, computer, complex software, or networked and wireless systems). **Key Responsibilities** Support Mavenir’s 5G and 4G packet core products deployed at customer’s network (at customer location or remotely). - Support Prod/Lab Site issues and help to provide resolutions. - Knowledge transfer to customer staff during integration and commissioning stage. - Assistance with testing and problem resolution - Assistance for customers to develop procedures for preventive maintenance. - Responsible for Network and deployment design in a cloud environment. - Provide guidance for overall 5G Core solution delivery and deployment including High Level Design documentation. - Update the helm charts, deployment scripts and configuration to suite customer need for the installation of IaaS, CaaS and PaaS to setup the Kubernetes cluster. - Involved in testing of protocols used within different microservices of 4G EPC, 5G Core containerized solution. - Gather requirements from customers, delegate the requirements internally to the team and drive projects from initial phases to live networks. - Reviewing product readiness and associated documentation from R&D, based upon customer requirements and budget assigned to the projects. - Provide immediate guidance/resolutions to team to unblock work and enable them to complete the assigned tasks. - Reviewing and providing inputs to the acceptance test plans created by team members along with call flow and validation of documentation. - Reviewing and providing inputs for documentation as method-of-procedure (MOP) and site readiness documentation from team members. Job Requirements US Citizenship is required. Position requires a Masters or Bachelor’s in Computer Science, Electronic Engineering, Telecommunications Engineering, or related field (foreign equivalent acceptable) and 5 years of progressively responsible experience in Telecommunications Engineering or a Master’s in Computer Science, Electronic Engineering, Telecommunications Engineering, or related field (foreign equivalent acceptable) and 2 years of experience in Telecommunications Engineering. The experience that is required must have involved the following (experience may be gained concurrently): - 5G Core and 4G EPC Network Architecture Protocols and Call Flows. - Spec (ETSI/3GPP) based knowledge on Telecom Messaging call flows and Protocols – SIP, DIAMETER, SS7, SiGTRAN, HTTP2, DNS, gRPC. - Experience working with containers( K8s/Docker etc). - Troubleshooting Site issues using TRLs, CDRs, CallTrace, and other relevant tools like WireShark, Terminal. - Working on any DB application like Mysql, MariaDB, CouchBase DB, NetConf based. - Platform/OS: Linux(RHEL, Alpine, VMware, CentOS), Windows **Accessibility** Mavenir is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you are a US applicant in need of special assistance or an accommodation while seeking employment, please e-mail careers@mavenir.com or call: +1-469-916-4393\. We will make a determination on your request for reasonable accommodation on a case-by-case basis. Mavenir is an Equal Employment Opportunity (EEO) employer and welcomes qualified applicants from around the world, regardless of their ethnicity, gender, religion, nationality, age, disability, or other legally protected status. ### Customer Support Analyst (LATAM) URL: https://supporthuman.cx/jobs/customer-support-analyst-latam/ Last updated: 2026-08-07T22:13:32.000Z ## [Capchase](https://www.capchase.com/careers?ref=supporthuman.cx) | No comp given ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** This is not an Analyst role. Also, no mention of benefits anywhere in the JD or on the Careers page. > You will be striving to improve the customer experience and providing meticulous attention to the most complex customer situations.Expect to work in a Companies never fail to ~~disappoint~~ entertain me by requiring meticulous attention followed immediately by a typo. **chefskiss.jpg** > Implement key processes, training and documentation required to manage the Customer Operations function Also not a management role, but okay! > Work closely with new and existing payments and banking partners to escalate support issues with external dependencies and manage service level agreements. Still not a management role! > Bachelor's degree in a relevant field. Okay, I'll bite. What related field? > You have excellent organizational skills and an innate tendency to find order in chaos by setting processes, documenting and communicating cross-functionally about the importance of those processes. Say it with me: NOT A MANAGEMENT ROLE [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Customer Support Analyst (LATAM)](https://jobs.lever.co/capchase/86a62ff5-ed5d-454a-ad83-248e2c8521d0?ref=supporthuman.cx) Capchase, recognised as one of Fast Company’s Most Innovative Companies of 2023, empowers SaaS companies to grow faster through access to capital & revenue management tools. We have been acknowledged by Forbes North America’s best startups and also featured among Forbes Next Billion-Dollar Startups 2023\. To carry out our mission, we've received $700M+ in equity and debt funding from some of the best fintech investors QED (Nubank, Klarna), 01 Advisors (Tipalti, Master Class), Bling Capital (Airtable, Gitlab, Lyft, Square), SciFI (Stripe, Brex), Caffeinated (OpenDoor, Airtable). In a little over three years, we’ve provided billions in funding to thousands of companies, expanded operations to ten countries in the US and Europe, and grown our team from four co-founders in May 2020 to 130 Capchasers today. Since our launch in 2020, we’ve achieved several milestones: ➡ 4K+ companies registered 🏃 5,000 plus months additional runway generated 🙌 Over 120 Capchasers working across 14 cities around the world representing over 20 nationalities 🌎 10 countries in which we operate 📈 250% annual company growth 👫 Built an awesome culture. We are looking for a Customer Support Analyst to join the Operations team. You will be striving to improve the customer experience and providing meticulous attention to the most complex customer situations.Expect to work in a fast-paced environment, with amazing colleagues who believe in our mission. We're looking for customer-obsessed minds who love building and learning, always push to be the authority in the subject matters they cover and are eager to share this expertise with others in the organization. 🚀 **The Job** - Communicate directly with customers to resolve high-touch cases requiring knowledge of our products, money movements and loan servicing, while delivering exceptional and personalized support - Collaborate with our go-to market and operations teams to improve the customer experience across all stages of a lifecycle, particularly focused on account onboarding, product adoption, servicing, payments and more. - Provide clear and detailed communication to customers regarding the status of their inquiries. - Create educational materials and resources to empower customers to maximize the value of our offerings. - Implement key processes, training and documentation required to manage the Customer Operations function - Work with Operations to define requirements for internal tooling that will help optimize support systems and processes for our customers. - Drive issue resolution from beginning to end, working with engineering and external partners to troubleshoot, identify root cause and implement long-term fixes to resolve issues in a timely and systematic manner. - Work closely with new and existing payments and banking partners to escalate support issues with external dependencies and manage service level agreements. 🧠 **The requirements** - Bachelor's degree in a relevant field. 3+ years of experience in B2B support, preferably in a SaaS and/or Fintech company. - Proven track record of providing high-touch support to large mid-market and enterprise customers. - Strong command of support ticketing systems and CRM tools. - Strong analytical and problem-solving skills. - Excellent communication – written and oral – and interpersonal skills. - You are customer-obsessed and constantly think how your work will improve the customer experience. - You have excellent communications skills and love working cross-functionally. - You have excellent organizational skills and an innate tendency to find order in chaos by setting processes, documenting and communicating cross-functionally about the importance of those processes. 💡 **Extra credit** - Experience working with business systems and tools such as HubSpot, Zendesk, Slack, etc. - Prior experience in a premium or enterprise support team is a plus. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. ### Community Lead URL: https://supporthuman.cx/jobs/community-lead/ Last updated: 2026-08-08T00:05:49.000Z Location: New York City · Boston ## [Suno](https://suno.com/about?ref=supporthuman.cx) | $90,000-$130,000 ⛔ This job is closed and no longer accepting applications. I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. **Steph's Notes:** Our first "this job seems like a nightmare" of the week! > This role requires an extraverted personality It literally does not, no job does. > You will sit at the intersection of product, marketing and customer support. This role includes being our Discord MC and social community manager which includes customer support, and requires actively being “on” and engaging/responding to users, even at times on the weekend - we work flexibly here. As you will see later in this JD, there's "we work flexibly," and then there's "we don't believe there's such a thing as non-work time." > You will need to be extremely self-driven and proactive. Please do not apply if this is a non-starter. Are applicants frequently volunteering themselves as self-obstructive and apathetic? What are you trying to achieve with this? > [Check out our Suno version of the job here!](https://suno.com/song/15b06e66-cb31-44f4-8c0c-6924f9c8e690?ref=supporthuman.cx) Uh. Look. I realize musical taste is subjective. But this is not good. And, perhaps worse, it's also pretty unfortunate as a demonstration of the product. I am reading these job duties, and y'all, *you will sit at the intersection of product, marketing and customer support,* my ass. This role is three whole jobs. Does no one else work at this company? > A natural leader that takes ownership without being asked and runs with it. ALERT ALERT RED ALERT *the target level for this role is $90,000 - 130,000* Is that $90,000-$130,000 for each job you're asking this role to do? [Roundup Issue](https://www.supporthuman.cx/23jun24-roundup/?ref=supporthuman.cx) --- ### Original Job Description: [Community Lead](https://jobs.ashbyhq.com/Suno/8ddefbe7-d281-468b-bc97-2590374adc71?ref=supporthuman.cx) **About Suno** As one of the fastest growing generative AI companies, Suno is building a future where anyone can make music. You can make a song for any moment with just a few short words. Award-winning artists use Suno, but our core user base consists of everyday people making music — often for the first time. We are a team of musicians and AI experts, including alumni from Spotify, TikTok, Meta and Kensho. We like to ship code, make music and drink coffee. Our company culture celebrates music and experimenting with sound — from lunchroom conversations to the studio in our office. **About the Role** You will be the voice of Suno: leading community engagement to drive growth and brand love across channels. This person will lead our Discord community of 350K+, working with our mods and MCing our channels, including building community programs. Must have experience managing large Discord groups, and driving engagement on Twitter, Instagram, and TikTok. This role includes replying to all incoming social comments and requires the ability to rally a community. This person will own community campaigns from ideation to execution, and have experience with launch strategy, and tracking KPIs like sentiment. This role requires an extraverted personality who’s passionate and talented with talking to users online, IRL, and to be featured on camera when needed. You should know the internet and social media culture inside and out. You will sit at the intersection of product, marketing and customer support. This role includes being our Discord MC and social community manager which includes customer support, and requires actively being “on” and engaging/responding to users, even at times on the weekend - we work flexibly here. You will need to be extremely self-driven and proactive. Please do not apply if this is a non-starter. [Check out our Suno version of the job here!](https://suno.com/song/15b06e66-cb31-44f4-8c0c-6924f9c8e690?ref=supporthuman.cx) **What You’ll Do** - Lead community programs and brand sentiment on Discord; build programs to recognize and empower mods, provide support to members, drive engagement through fun digital activations - Manage community management, growth + engagement across social platforms, including Discord, IG, TT, X, etc. using social-forward and on-brand tone + voice - Respond to all comments daily on IG, TT, X, etc - identifying trending conversations to engage in, and strategically sparking more conversations - Manage community campaigns end-to-end including outreach and email sends - Have solid judgment in responding to all owned social media comments while maintaining brand voice, creating relationships with followers, and implementing ideas to drive engagement - Be immersed in social conversations daily, utilize social listening and see all notifications and tags, conversations and mentions - liking and engaging with UGC and creators, flagging UGC for reposting - Partner cross-functionally with teams like Engineering and Customer Success to relay user feedback and improve the Suno experience - Manage customer questions and complaints on social; you should be talented with natural customer communication both in public comments and DMs - Report and track brand sentiment; be proactive with ideas on how to foster brand love, then execute and pivot quickly as needed - Be a Suno expert, be able to explain how to best use the features and troubleshoot customer concerns - Design, promote and lead community events - Digital and IRL as needed - Keep pulse on social media and music trends, pull learnings that can be implemented **What You’ll Need** - Proven experience growing community on the brand side; the ability to create and present strategy and results to leadership - A passion for social media and building community - Strong communications skills with good judgment, effective at copywriting, captions, DMs, conversations with influencers, etc - Highly organized and meticulous attention to detail, proactiveness that comes from a drive to win - Very creative and plugged-in with the internet, including the latest trends, memes and viral content - Reliability and great communication with team members - A natural leader that takes ownership without being asked and runs with it. **Additional Notes:** Applicants must be eligible to work in the US. **Compensation** The annual salary/OTE range for the target level for this role is $90,000 - 130,000 + target equity + benefits (including medical, dental, vision, and 401(k) **Benefits** - Healthcare for you and your dependents, with vision and dental 401k with match - Generous commuter benefit - Flexible PTO ### Vet Clinic Implementation Manager URL: https://supporthuman.cx/jobs/client-onboarding-and-implementation-associate/ Last updated: 2026-08-07T22:13:34.000Z ## [Vetcove](https://www.vetcove.com/careers/?ref=supporthuman.cx) | “Competitive” comp not listed ⛔ ****This job is closed and no longer accepting applications.** I keep an archive of [Closed](https://job-board.ghost.io/tag/closed/?ref=supporthuman.cx) jobs so that you can see how past jobs of a particular company have been rated. 👻 ****This was a suspected ghost job.** Ghost jobs are jobs that have either been open for a very long time or that have been taken down and re-posted multiple times with little change. Companies do this when they don't really intend to fill a role but want to appear to be healthy, growing, and hiring to outside parties. Note that I can't say with 100% confidence that this is a ghost job, but it's pretty sus. **Steph's Notes:** The duties and responsibilities of this role are woefully, hilariously misaligned with the job title. Yikes. **UPDATE 1 June 24:** Hey, this is exciting! I don't know if Vetcove read this Bad Job Bingo critique, but they've updated the title of this position to Vet Clinic Implementation Manager (it was previously Client Onboarding and Implementation Associate). Unfortunately, they haven't updated the listing with a salary range, so I can't upgrade this position too much, but considering this progressive move, I'm upgrading this role from **BINGO** to **Tread Carefully**. [Roundup Issue](https://supporthuman.cx/p/14jan24-roundup-dogs-cats-living-together) --- ### Updated Job Description: Vet Clinic Implementation Manager Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. **About the position** The Vet Clinic Implementation Manager at Vetcove is responsible for overseeing the end-to-end management of the large scale projects that enhance the customer experience for our users, and streamline processes. This role will be client facing as the point of contact for our external partners throughout the entire project lifecycle, while also being a liaison internally between our engineering and business teams. The ideal candidate will be highly motivated and very skilled in the realm of multitasking, staying organized, and maintaining a sharp attention to detail. Success in this position requires a strong ability to effectively time manage, set expectations, and communicate clearly and effectively to multiple parties. In this position, one must manage multiple projects at a time, so ability to work in a fast-paced environment is a requirement. **What you'll do** - Effectively communicate with the team and all stakeholders to set priorities, ensure that project milestones expectations are met, and determine team member expectations across departments as well as communicating directly with executives and leadership teams to provide progress updates - Develop project plans and timeline to ensure that team members understand the expectations - Identify areas where team members are needed to ensure that project milestones and deliverables are completed according to the schedule - Collaborate cross-functionally with the CTO and Head of Strategy to scope projects, define processes and milestones, and ensure we are on track to complete by our intended launch date - Provide project updates on a consistent basis to various stakeholders - Assign project tasks based on creative team members' individual strengths, skill sets, and experience levels - Understanding business goals and connecting them with prioritization of incoming project requests **You should have** - Must have previous experience either working directly in a veterinary clinic OR working directly with clinics implementing new veterinary software - Experience in managing different types of projects that involve developing partnership plans, preparing for integrations with 3rd parties, and strategizing for new feature and product launches - Excellent organization and time management - Excellent communication and interpersonal skills - Experience building roadmaps, project plans and timelines with strong attention to details - Humility and willingness to roll up sleeves and take ownership of clearing any obstacles the team faces - Experience working effectively in a heavily cross-functional, fast-paced environment - Ability to hold others accountable for deliverables against tight timelines ## Benefits (Full Time Roles) - 100% remote within the USA - Medical, Dental, and Vision Insurance - Automatic 401k contribution - Employee referral program - At home office set up - Bi-annual company retreats - Open vacation policy - Equity - Monthly team events Please note we are unable to sponsor work visas at this time. ### Original Job Description: [Client Onboarding and Implementation Associate](https://jobs.ashbyhq.com/Vetcove/79a97aaa-4b3b-4934-8099-4faf006b22fd?ref=supporthuman.cx) Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. **About the position** The Onboarding and Implementation Associate at Vetcove is responsible for overseeing the end-to-end management of the large scale projects that enhance the customer experience for our users, and streamline processes for our internal team. This role will be client facing as the point of contact for our external partners throughout the entire project lifecycle, while also being a liaison internally between our engineering and business teams. The ideal candidate will be highly motivated and very skilled in the realm of multitasking, staying organized, and maintaining a sharp attention to detail. Success in this position requires a strong ability to effectively time manage, set expectations, and communicate clearly and effectively to multiple parties. In this position, one must manage multiple projects at a time, so ability to work in a fast-paced environment is a requirement. **What you'll do** - Effectively communicate with the team and all stakeholders to set priorities, ensure that project milestones expectations are met, and determine team member expectations across departments as well as communicating directly with executives and leadership teams to provide progress updates - Develop project plans and timeline to ensure that team members understand the expectations - Identify areas where team members are needed to ensure that project milestones and deliverables are completed according to the schedule - Collaborate cross-functionally with the CTO and Head of Strategy to scope projects, define processes and milestones, and ensure we are on track to complete by our intended launch date - Provide project updates on a consistent basis to various stakeholders - Assign project tasks based on creative team members' individual strengths, skill sets, and experience levels - Understanding business goals and connecting them with prioritization of incoming project requests **You should have** - Experience in managing different types of projects that involve developing partnership plans, preparing for integrations with 3rd parties, and strategizing for new feature and product launches - Excellent organization and time management - Excellent communication and interpersonal skills - Experience building roadmaps, project plans and timelines with strong attention to details - Humility and willingness to roll up sleeves and take ownership of clearing any obstacles the team faces - Experience working effectively in a heavily cross-functional, fast-paced environment - Ability to hold others accountable for deliverables against tight timelines **Benefits** - 100% remote within the USA - Medical, Dental, and Vision Insurance - Automatic 401k contribution - Employee referral program - At home office set up - Bi-annual company retreats - Open vacation policy - Equity - Monthly team events Please note we are unable to sponsor work visas at this time. **Attention all job seekers!** We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know: 1. Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout! 2. Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls, exercise caution and verify their authenticity. Don’t let scammers catch you off guard! 3. It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself! 4. Remember that during the application process, we will ***never*** request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure! 5. If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep the job market safer for everyone. We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart! Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs. ### No Love, However Brief, is Wasted URL: https://supporthuman.cx/p/no-love-however-brief-is-wasted/ Last updated: 2026-08-09T02:55:50.000Z Hi folks! First, my apologies for the long wait between issues. A lot has been going on behind the scenes lately, much of it wonderful: I got a job and have been onboarding like I’m embarking on a cruise. I also launched a new [Resources](https://www.resources.supporthuman.cx/?ref=supporthuman.cx) site just for CX folks, with a bunch of trainings, blogs, newsletters, and over 120 podcasts, with more to come in the coming months. Given all that’s going on, I’ve decided to move the newsletter to a bi-weekly publishing schedule for at least the next few months so that I can settle into the new job and provide the same longform, expletive-ridden, Bad Job Bingo-chaos monster that is the *Roundup.* Obviously, this issue is a bit different and probably not quite what you expected when you subscribed (hi new subscribers! welcome!). However, I’m also going on a long-awaited European trip with my kid for a few weeks, and I didn’t want to leave without giving you some kind of update, hence this abbreviated issue. But that also means that there’s going to be a 3-4 week break before the next *Roundup* – sorry, y’all, but I promise to come back with a terrible English accent and an annoying habit of calling cookies “biscuits.” Alas, although all of that is certainly enough, there are other reasons this issue is so late. The simple truth is that the last several weeks have been both wonderful and really rough (professionally speaking), for reasons I don’t have the energy to get into and from which I don’t have enough distance to be philosophical about yet.[1](#note-1) But I’ve felt discouraged and drained to the point where even sitting in front of my computer to write the newsletter has felt impossible. Until just tonight, actually. It’s Friday as I write this, and I’ve been doing what I often do when I’m trying to process difficult feelings, which is scrolling mindlessly through Tumblr. And as I often do, because I’ve played myself by following smart, lovely people, I came across this screenshot of a tweet[2](#note-2) in a post that was exactly what I needed: ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/no-love-is-wasted-1-1.png) Now, I don’t believe everything happens for a reason, nor do I think there’s an omniscient deity out there in the universe orchestrating my Tumblr feed just for my own personal emotional healing. But I do think we surround ourselves with people who can give us what we need, even when we don’t know we need it. No love is wasted. And that beautiful reminder led me to another, this one from a modern interpretation of the Pirke Avot by Rabbi Rami Shapiro,[3](#note-3) which I’d inscribed on the first page of my journal: > *Everything we are is a gift.* > Everything we have is given. > Know whence all things come, > and be not dismayed at their passing. Life is full of endings, some forced and some chosen. Sometimes these endings are tragedies, and sometimes they’re just transitions. Sometimes they’re both. Sometimes you can’t tell which is which, which to me sucks the most because if you have to go through the pain of an ending, surely the very least you can ask for is a little clarity. Of course, this being real life, neither clarity nor closure is guaranteed. Sometimes you just have to find a way to live with the way things are. But if you’re grieving, if you’re sad, if you’re angry, if you’re lonely, if you’re worried, if you’re frustrated, if you’re stuck in an ending and unsure what to do with it, let this be the reminder you need: all things are a gift. Be not dismayed at their passing. No love is wasted. One last thing. When I went to read Rabbi Shapiro’s words in my journal, these pages fell open instead: ![](https://storage.ghost.io/c/bb/c8/bbc82bce-4517-41b8-85a8-2ab74460b15e/content/images/2026/08/the-art-of-blessing-the-day-1-1-1.png) Again, I don’t think this is kismet. I’d pressed that flower in the pages and it acted as a bookmark to one of my favorite poems, *The Art of Blessing the Day* by Marge Piercy.[4](#note-4) It’s one of my favorites because it reminds me that we’re never really powerless even when we feel like we are, and that we also have a responsibility to use our power to make things better. You’ll see. No love is wasted. > This is the blessing for a political victory: > Although I shall not forget that things > work in increments and epicycles and sometime > leaps that half the time fall back down, > let's not relinquish dancing while the music > fits into our hips and bounces our heels. > We must never forget, pleasure is as real as pain. > > The blessing for the return of a favorite cat, > the blessing for love returned, for friends' > return, for money received unexpected, > the blessing for the rising of the bread, > the sun, the oppressed. I am not sentimental > about old men mumbling the Hebrew by rote > with no more feeling than one says gesundheit. > > But the discipline of blessings is to taste > each moment, the bitter, the sour, the sweet > and the salty, and be glad for what does not > hurt. The art is in compressing attention > to each little and big blossom of the tree > of life, to let the tongue sing each fruit, > its savor, its aroma and its use. > > *Attention is love, what we must give* > children, mothers, fathers, pets, > our friends, the news, the woes of others. > What we want to change we curse and then > pick up a tool. Bless whatever you can > with eyes and hands and tongue. If you > can't bless it, get ready to make it new. All of my love to y'all. See you in a month. 1. I’m sparing you the original piece I wrote for this newsletter, which was a hyper-emo treatise on power dynamics using the Mighty Morphin’ Power Rangers as an illustrative allegory. This, sadly or hilariously (depending on your point of view), is for real. This essay really exists. 2. I wasn’t able to find a link to the original tweet, so please comment if you have it and I’ll add it in. In lieu of that, [here’s a link to their twitter, they seem delightful.](https://twitter.com/louisethebaker?ref=supporthuman.cx) 3. Rabbi Rami M Shapiro, Wisdom of the Jewish Sages, page 51\. It’s out of print now, but you can still purchase it used. It’s a beautiful book, and I often find it comforting and instructive. Although it is very much a Jewish text, you might find wisdom in it even if you aren’t Jewish or particularly spiritual. 4. This is an excerpt. You can read the full poem [here.](https://www.randomhouse.com/knopf/authors/piercy/poem.html?ref=supporthuman.cx) ### Support Leadership and Other Random Thoughts URL: https://supporthuman.cx/resources/support-leadership-and-other-random-thoughts/ Last updated: 2026-09-10T20:14:29.000Z **Website:** [Support Leadership and Other Random Thoughts](https://www.linkedin.com/in/milesgoldstein/recent-activity/articles/?ref=supporthuman.cx) **Publisher:** Miles Goldstein, Individual --- Thoughts from Miles Goldstein, a proven leader who has built and managed global Support, Services, and Engineering organizations in enterprise software companies. Experience includes sustaining engineering, QA / testing, documentation, application operations, and all aspects of software technical support, including rapid repair (tier 3), back-end diagnostics (tier 2), front-line support (tier 1), major account management, escalation support, and crisis management. ### Siena Blog URL: https://supporthuman.cx/resources/customer-experience-insights-by-idiomatic/ Last updated: 2026-09-10T20:12:16.000Z **Website:** [Customer Experience Insights by Idiomatic](https://idiomatic.com/blog/?ref=supporthuman.cx) **Publisher:** Siena, Business **Subscription:** Free --- Dive into the depths of AI-driven CX as we explore, educate, and empower through cutting-edge insights and stories. ### The LaunchBrightly Blog URL: https://supporthuman.cx/resources/the-launchbrightly-blog/ Last updated: 2026-08-07T22:13:38.000Z **Title:** [/ blog 😊](https://launchbrightly.com/blog?ref=supporthuman.cx) **Publisher:** LaunchBrightly, Business **Subscription:** Free --- Talking about Screenshots with Customer Support Teams ### The Supportive URL: https://supporthuman.cx/resources/the-supportive/ Last updated: 2026-09-10T19:22:15.000Z **Subscription: Free** **Website:** [**The Supportive**](https://www.helpscout.com/newsletter/supportive/?ref=supporthuman.cx) **by** [**Help Scout**](https://www.helpscout.com/?ref=supporthuman.cx) ### The Supportive Weekly. It’s not boring. The email newsletter for people who want to deliver exceptional customer service experiences. Every edition is full of fresh perspectives, practical advice, and pointers to the best customer service content. ### The Help Scout Blog URL: https://supporthuman.cx/resources/the-help-scout-blog/ Last updated: 2026-09-10T20:04:19.000Z **Website:** [The Help Scout Blog](https://www.helpscout.com/blog/?ref=supporthuman.cx) **Publisher:** Help Scout, Business **Subscription:** Free --- Get tips and advice on delivering exceptional customer service, engaging and delighting your customers, and building a customer-centric company. ### The Owlery URL: https://supporthuman.cx/resources/the-owlery/ Last updated: 2026-09-10T20:09:27.000Z **Website:** [The Owlery](https://blog.knowledgeowl.com/?ref=supporthuman.cx) **Publisher:** KnowledgeOwl, Business --- Created by KnowledgeOwl, The Owlery offers useful posts for all documentarians about writing documentation, editing, and publishing workflows, tips and guides for building a great support foundation, and advice for developing a thoughtful company culture. ### House of CX URL: https://supporthuman.cx/resources/house-of-cx/ Last updated: 2026-09-10T20:08:34.000Z **Website:** [House of CX](https://houseofcx.com/?ref=supporthuman.cx) **Publisher:** Felisha Wirtshafter, Individual --- My name is Felisha, a Customer Experience leader who stumbled into the world of CX over a decade ago. Since then, I've had the privilege of leading some fantastic Customer Experience teams at companies that have received a total of over $2.4 billion in funding. From leading the CX teams for Europe's fastest-growing startup of all time to Time Magazine's Most Influential Company in 2022 — it's been quite an adventure. I created this blog to share all the things I wish I had known when starting my CX journey. My hope is to inspire those who might not yet realize the endless career opportunities that working in Customer Experience can offer. Here at the House Of CX, we'll explore ways to create surprisingly delightful interactions that leave your customers with a smile. ### Craig Stoss in CX URL: https://supporthuman.cx/resources/craig-stoss-in-cx/ Last updated: 2026-09-10T20:08:00.000Z **Website:** [Craig Stoss in CX](https://www.stoss.ca/?ref=supporthuman.cx) **Publisher:** Craig Stoss, Individual --- Craig Stoss is Exploring Leadership, Technology, Customer Support, and Customer Experience topics through articles, podcasts, and other content. ### The Customer Support Chronicles URL: https://supporthuman.cx/resources/the-customer-support-chronicles/ Last updated: 2026-09-10T20:07:20.000Z **Website:** [The Customer Support Chronicles](https://medium.com/@stevetonde/list/the-customer-support-chronicles-c0979d6c4b0a?ref=supporthuman.cx) **Publisher:** Steve Tondé, Individual **Subscription:** Free --- In this [journal](https://medium.com/@stevetonde/code-meets-customer-care-a-geeks-journey-to-crafting-an-award-winning-saas-customer-support-611907b52070?ref=supporthuman.cx), I aim to document the challenges, triumphs, and insights gained along the way. But more importantly, I see it as an opportunity to engage with this wonderful community and seek your valuable feedback and insights. Now, before you start envisioning me in a cape, let’s get down to business. I come bearing three goals, as noble as the quest for the elusive Infinity Stones (minus the megalomania, of course): **1\. Document the Journey**: Picture this — an epic quest to build an award-winning customer support team. My trusty pen (or keyboard, rather) shall chronicle every twist and turn, from the initial skirmishes to the triumphant battles. 2\. **Accountability Check**: In the spirit of a hero vowing to protect their city, I declare to keep myself accountable on this noble quest. The journey might be fraught with challenges, but fear not, for Steve Tondé shall not falter! 3\. **Continuous Learning:** As the wise Princess Diana of Themyscira once said “In the realm of growth, there is no end. Keep learning, keep evolving, for the journey is as significant as the destination.” So, join me on this perpetual odyssey of self-improvement and enlightenment. (*cue Dragon Ball Z narrator voice*) Join us next time on Code Meets Customer Care: A Geek’s Journey to Crafting an Award-Winning SaaS Customer Support Team…with a Side of Comic Book Wisdom! Until then, may your customer inquiries be handled with empathy, and your comic book references be on point! Excelsior! ### Customers, Etc. URL: https://supporthuman.cx/resources/customers-etc/ Last updated: 2026-09-10T20:06:03.000Z **Website:** [Customers, Etc.](https://customersetc.substack.com/) **Publisher:** Ben McCormack, Individual **Subscription:** Free --- Hi, [I’m Ben McCormack](https://www.linkedin.com/in/ben-mccormack-07b44ba/?ref=supporthuman.cx). I’ve been in the tech space over a decade, built support teams at Trello and FullStory, and am currently the Director of Member Experience at Saltbox. This newsletter is about customers. It's about other things, too, but it's mostly about customers. I love to learn. Much of what you’ll read is me sharing what I’ve learned about an interesting topic or idea, usually as it relates to customer experience & support, systems thinking, and start-ups. Never miss an issue of the newsletter. Every new edition goes directly to your inbox, but you can also check out the [profile page](https://customersetc.substack.com/archive) for past and future issues. ### Changelog 04.01.24 URL: https://supporthuman.cx/p/changelog-04-01-24/ Last updated: 2026-09-10T20:41:21.000Z Welcome to the inaugural issue of the Support Human Resources Changelog! Since that's a mouthful, we'll just refer to it as the Changelog from here on out. This newsletter will serve as your update on what new resources have been added to the site since the last Changelog. This first issue will be brief since I launched the site with over 100 resources, and that would be a little spammy to write out in full. But going forward, I'll include a list of new resources (organized by type) along with links to their individual posts so that you can access any resources you're interested in directly. Of course, if you'd rather not receive the Changelog in your inbox, [you can update your email preferences here](https://supporthuman.cx/#/portal/account/newsletters). ### **So let's cover what's new!** The site was pretty bare-bones at launch a few weeks ago, and I'm happy to announce that I've made some enhancements since then. First, you can see a list of all resources of a specific type by clicking on its name in the **Directories** dropdown menuin the navigation bar. For instance, you can see all available [podcasts](https://supporthuman.cx/podcasts/) by clicking on it in the Directories dropdown. You can also see all resources related to a specific discipline, topic, or theme by clicking on its name in the **Collections** dropdown menu. For example, if you'd like to see all the resources related to customer support, you'd click on [Support](https://supporthuman.cx/support/) in the Collections dropdown. There are a bunch of collections now available, and to see all of them, click on [**More...**](https://supporthuman.cx/all-collections/)in the dropdown menu. If you'd like to see a collection that doesn't currently exist, just reply to this email to request it, and I'll see what I can do! I've also added [answers to some frequently asked questions](https://supporthuman.cx/faqs/). If you have questions that I don't cover in the FAQ, just let me know by replying to this email. **Finally, as of today, April 1, 2024, here are the resource stats:** - [**Learning:**](https://supporthuman.cx/learning/)19 resources - [**Books:**](https://supporthuman.cx/books/)2 resources - [**Newsletters:**](https://supporthuman.cx/newsletters/)6 resources - [**Podcasts:**](https://supporthuman.cx/podcasts/) 123 resources - [**Communities:**](https://supporthuman.cx/communities/)4 resources - [**Job Boards:**](https://supporthuman.cx/job-boards/)6 resources --- Is there a resource you'd like to see added to the site? Check out our [FAQs on adding resources](https://supporthuman.cx/faqs/#:~:text=Can%20I%20suggest%20CX%20resources%20to%20be%20add%20to%20the%20site%3F) and [suggest it here](https://supporthuman.cx/suggest-a-resource/)! --- ☕ ****All of Support Human's content is free forever for individuals. You can** [****power this content with a coffee**](https://www.buymeacoffee.com/smlundberg?ref=supporthuman.cx)****, by subscribing, and by sharing to your networks! Any support is welcome and hugely appreciated!** ### The Juice with Jess URL: https://supporthuman.cx/resources/the-juice-with-jess/ Last updated: 2026-08-07T22:14:02.000Z Tune in every Thursday as Jess chats with operators and founders across CX, marketing, and everything in between to discuss what creates a killer brand experience. In each episode, we’ll dive into the nitty-gritty like acquisition and retention tactics and zoom out to discuss the big things like AI, brand experience and why customer experience is at the center of it all. [**Website**](https://juice.kustomer.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-juice-with-jess/id1732759398?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4tnwpAjasBGehrlPQYTibB?si=1695859f8edf4ee6&nd=1&dlsi=c3ffb2b3b358414d&ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1732759398?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1732759398?ref=supporthuman.cx) **|** [**Audible**](https://audible.com/pd/B0CWBM99T7?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/es-us/podcasts/60e5186e-367c-4db6-b3ab-ec9a4a73b6a7/the-juice-with-jess?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLtEQcRSNJJ8wM4DMwSPH071emVogf2oZv&ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/3554623?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1732759398?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/channel/6037728?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/the-juice-with-jess/4927210?ref=supporthuman.cx) **|** [**Podcast Republic**](https://podcastrepublic.net/podcast/1732759398?ref=supporthuman.cx) **|** [**RSS**](https://feeds.captivate.fm/the-juice-with-jess/?ref=supporthuman.cx) ### Caffeinated CX URL: https://supporthuman.cx/resources/caffeinated-cx/ Last updated: 2026-08-07T22:14:03.000Z Introducing Caffeinated CX, the podcast that explores the world of customer experience, company culture, and contact centers, all in a hyper-caffeinated state! Whether you're a seasoned professional or just starting out in the field, this podcast is the perfect way to stay informed, inspired, and energized. So grab a cup of coffee, sit back, and join us for a caffeinated journey through the world of CX! [**Website**](https://podcasters.spotify.com/pod/show/caffeinatedcx?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/caffeinated-cx/id1586545435?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3p4rE3csfzp7B579u3PG24?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy82YjU1NTRlMC9wb2RjYXN0L3Jzcw==&ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/kiq6ob2v?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UCgYd4qRmzkHEu42CpzHxdIw?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/caffeinated-cx-david-powers-fIJePoqaF9i/?ref=supporthuman.cx) **|** [**RadioPublic**](https://radiopublic.com/caffeinated-cx-WYEjBl?ref=supporthuman.cx) **|** [**RSS**](https://anchor.fm/s/6b5554e0/podcast/rss?ref=supporthuman.cx) ### The CX Job Drop URL: https://supporthuman.cx/resources/the-cx-job-drop/ Last updated: 2026-09-10T19:49:18.000Z Website: [The CX Job Drop](https://cxjobdrop.beehiiv.com/archive?ref=supporthuman.cx) Welcome to Professional Helpers' Weekly Job Drop - a weekly listing of jobs scoured from the corners of the interwebs, presented to you every Monday afternoon. You’ll find open roles in customer experience and success, trust & safety, community management, and other things that fit under user operations! I’ll also share information on upcoming events and other opportunities as they arise! ### Support Human URL: https://supporthuman.cx/resources/support-human-roundup/ Last updated: 2026-09-10T19:18:54.000Z **Subscription: Free** **Website:** [**Support Human**](https://supporthuman.cx/) **Stay current. Avoid the bullshit. Feel a little less alone in CX and tech.** Three formats, one newsletter, no schedule and no sponsors. ### Bad Job Bingo I read bad jobs so you don't have to. Every listing gets a full, honest breakdown — the red flags, the hidden gems, and everything in between. No salary range? "We're like a family"? Five jobs in one paycheck? Noted. Good ones get celebrated too. *I started rating job listings because I was frustrated. I kept going because apparently so were you.* ### The Roundup What's happening in CX and tech. Industry news, community shoutouts, CX work worth seeing, and all of my many opinions. Chaotic? Sometimes. Always useful. *This started as me forwarding links to the group chat with commentary. It's the same thing now, just a tad more organized.* ### Deep Dives When a paragraph won't cover it. The long ones. One topic followed all the way down — what happened, who it landed on, and why it matters. *Occasionally a story won't leave me alone. This is where it goes.* ### Everything in Moderation* URL: https://supporthuman.cx/resources/everything-in-moderation/ Last updated: 2026-09-10T19:04:31.000Z **Subscription: Free and Paid** **Website:** [**Everything in Moderation**](https://www.everythinginmoderation.co/?ref=supporthuman.cx) [*Everything in Moderation*](https://www.everythinginmoderation.co/?ref=resources.supporthuman.cx)is a weekly newsletter about content moderation and the policies, products, platforms and people shaping its future. Your global guide to the policies, products, platforms and people shaping the future of online speech and the internet. ### Funded and Hiring URL: https://supporthuman.cx/resources/funded-and-hiring/ Last updated: 2026-09-10T19:14:57.000Z **Subscription: Free** **Website:** [**Funded and Hiring**](https://fundedandhiring.com/?ref=supporthuman.cx) A biweekly newsletter of funded startups and the jobs they're hiring for. ### Support Human Jobs URL: https://supporthuman.cx/resources/support-human-jobs/ Last updated: 2026-09-10T20:29:23.000Z Website: [Support Human Jobs](https://www.jobs.supporthuman.cx/?ref=resources.supporthuman.cx) ### I read bad jobs so you don't have to. Bad Job Bingo started as a game I played during my own job search: mark every flag in a job description, count them, see what you're actually looking at. Now I play it with every job on this board — green flags included. The point isn't to tell you where to apply. It's so you go in with your eyes open. *A bad rating isn't "don't apply", and a good one isn't an endorsement. The flags are mine — make Bad Job Bingo your own.* ### Welcome to the Jungle URL: https://supporthuman.cx/resources/otta/ Last updated: 2026-09-10T20:35:09.000Z Website: [Welcome to the Jungle](https://us.welcometothejungle.com/?ref=supporthuman.cx) When we started Welcome to the Jungle, the realities of job search were quite bleak. Recruitment was stuck in the dark ages, the big players had failed to innovate, and job seekers were fed-up. Searches were throwing up irrelevant jobs. Recruiters were pushing unsuitable roles. Being ghosted by companies was the norm. Finding a new job was so daunting. We've left the world of basic job boards behind. Finding a new job is more than just a transaction. It’s exciting, rewarding - and an opportunity to find true fulfilment. We're the only job search that does you justice. Everything we do aims to bring out the best in you. Whether that's being picky about the companies that make it onto the platform, recommending the kind of roles you jump up and down about, sharing insights to help you make smarter applications, or giving you the tools to express that you're more than just a resume. It’s all about you - and you putting your best foot forward. Everyone deserves to find a fulfilling job. Our mission is to help you get there. ### Support Driven Jobs Board URL: https://supporthuman.cx/resources/support-driven-jobs-board/ Last updated: 2026-09-10T19:40:03.000Z Website: [Support Driven Jobs Board](https://jobs.supportdriven.com/?ref=resources.supporthuman.cx) Searching for your next Customer Support role? Whether you are just starting your career in Customer Support or looking to take the next step in your career, we're here for you. ### We Work Remotely URL: https://supporthuman.cx/resources/we-work-remotely/ Last updated: 2026-09-10T19:39:04.000Z Website: [We Work Remotely](https://weworkremotely.com/?ref=supporthuman.cx) The largest remote work community in the world. With over 6M visitors, WWR is the #1 destination to find and list incredible remote jobs. Join the remote revolution and find your dream job on We Work Remotely! ### Write the Docs Newsletter URL: https://supporthuman.cx/resources/write-the-docs-newsletter/ Last updated: 2026-09-10T19:35:09.000Z Subscription: Free Website: [Write the Docs Newsletter](https://www.writethedocs.org/newsletter/?ref=supporthuman.cx) Write the Docs publishes a monthly newsletter, sharing jobs, events, interesting information, and ideas that have been shared in our Slack network. ### CXOXO: Building a Support Team Your Customers Will Love URL: https://supporthuman.cx/resources/cxoxo-building-a-support-team-your-customers-will-love/ Last updated: 2026-08-07T22:14:18.000Z [**Amazon**](https://www.amazon.com/CXOXO-Building-Support-Team-Customers/dp/B0CTGJBR6Z/ref=sr%5F1%5F1?crid=KKQ83ZNNFYNO&dib=eyJ2IjoiMSJ9.at4fn-YPlmWYgNzjYu6YWQ.7cuWJhXOrBjiSHQuhkiRig2-SBX9sV%5Fijl4t0iKYXDg&dib%5Ftag=se&keywords=cxoxo+building+a+support+team+your+customers+will+love&qid=1711219066&sprefix=cxoxo%2Caps%2C108&sr=8-1&ref=supporthuman.cx) **|** [**Bookshop**](https://bookshop.org/p/books/cxoxo-building-a-support-team-your-customers-will-love-mercer-smith/21012438?ean=9798892176309&ref=supporthuman.cx) **|** [**Barnes & Noble**](https://www.barnesandnoble.com/w/cxoxo-mercer-smith/1144713406?ean=9798892176316&ref=supporthuman.cx) CXOXO: Building a Support Team Your Customers Will Love is the ultimate guide to creating your customer experience strategy from the ground up. Maybe you are someone who is just starting to build their career and wants to get an insider's look at what you should be thinking about. Equally possible is that you are heading up CX at a larger company, and want to get some in-depth case studies and information to gut-check your assumptions. Most likely, though, is that you’re a middle-of-the-road manager who gives a hoot about your customers and is always looking to learn. We’ve designed this book to be used as a guide. You can read it in sequence, or flip around to the specific sections that you are interested in. It is meant to sit on your desk like an old dogeared friend and, when you're done, passed on to your protege. This book is filled with love. ### The Trust & Safety Academy URL: https://supporthuman.cx/resources/the-trust-safety-academy/ Last updated: 2026-08-08T00:05:33.000Z Format: Course **Website:** [The Trust & Safety Academy, ActiveFence](https://www.activefence.com/tands-academy-lobbypage?ref=supporthuman.cx) **Type:** Course **Location:** Self-paced, Online **Price:** Free --- Welcome to the Trust & Safety Academy, an innovative online program meticulously crafted by ActiveFence. Tailored as a guiding compass, this immersive course caters to both seasoned Trust & Safety professionals and those stepping into the industry, promising unparalleled expertise. ### Introduction to Trust & Safety How did the industry of Trust & Safety develop? What role does Trust & Safety play within organizations and the larger tech ecosystem? What are the threats facing online platforms and their users across different types of platforms? These are the questions Goldberger will answer in this first introductory class. From the creation of the internet and the first innovations in safety-driven technology to the impact of online platforms on the world, she will share the history, threats, and events that have shaped Trust & Safety and where it stands today. ### Disinformation, Misinformation, and Geopolitical Risk This two-part session will tackle the complexities of disinformation, and provide an understanding of how false narratives are created, the threat actors behind them, and how they interplay with current events. We will discus how foreign and domestic actors use fake accounts, amplify content, and establish complex networks to manipulate public discourse. Using real-world examples such as recent elections and the war in Ukraine, we will look at how platforms quickly become hijacked to spread false narratives. In the second half of the session, we will demonstrate how emerging trends, narratives, and misinformation create risks to online platforms that come with potential offline consequences. We will also explain how narratives promoting social unrest, hate speech, conspiracy theories, and political and health misinformation can arise from significant political and cultural events. ### Terrorism and Extremism Some of Trust & Safety’s most difficult tasks are dealing with the ugliest content on the web: building support for, creating, and disseminating content related to terrorism, extremism, hate speech, and violence. The recruitment of terrorists, promotion of white supremacy, and live streams of mass shootings are some real, on-platform examples of the manifestations of these risks. These abuses can come from organized networks or coordinated predators using sophisticated methods to avoid detection. We will dive into how threat actors enter online spaces to foment and spread these harms, and will explain their complexities and evasive techniques. ### Child Abuse In this session, we will focus on the online threats facing children, such as grooming, sextortion, and exploitation. Sharing how the nuanced tactics of digital predators deceive detection, we will expound on how predator communities have learned to manipulate codewords to exploit both the dark web and popular platforms. ### The Intelligence-Based Approach to Content Moderation After gaining a clear understanding of the online threat landscape, we will dive into the inner workings of Trust & Safety teams. We will start with the most essential component - detecting harmful content. Nisman will break down how the tools used by Trust & Safety teams allow for the proactive detection of threat actors and how employing tactics such as abuse analysis, linguistic recording, and network tracking can help teams prevent the spread of these harms. ### The AI-Based Approach to Content Moderation This class will shed light on the other side of harmful content detection: artificial intelligence. Orr will explain how technologies like machine learning models, automation, digital hashing, and risk scores, help teams scale by scanning more content, quicker, increasing the recall rate for potentially harmful content, and by extension, protecting the mental health of human moderators. Orr will also discuss the limitations of AI - from lacking visibility into the nuance and context of content to overlooking regional differences and content sentiment. ### Trust & Safety’s Legislative Environment In the past few years, the industry has witnessed a surge in countries worldwide regulating online platforms. Legislation like the UK Online Safety Bill, the EU’s Digital Services Act, and California’s Age-Appropriate Design Code Act have impacted how online platforms are regulated. This session will review these laws in addition to Section 230, current court cases on platform liability, and the future of internet law. ### The Trust & Safety Lifecycle Being in a new industry, Trust & Safety teams are tasked not only with protecting platforms and their users, but learning on the fly about how to best prepare, create, and maintain these digital spaces. This session will review the lifecycle of Trust & Safety teams, including safety by design, triaging risks, measuring success, and releasing transparency reports. It will provide students with an understanding the different components necessary to make and keep platforms healthy from the beginning, as well as how to maintain trust in the public sphere. ### The Community-Led Event Program Playbook URL: https://supporthuman.cx/resources/the-community-led-event-program-playbook/ Last updated: 2026-08-07T22:14:20.000Z **Website:** [The Community-Led Event Program Playbook, CMX Academy](https://www.cmxhub.com/the-community-led-event-program-playbook?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Self-paced, Online **Price:** $499 --- It can be daunting to be in the beginning phase of building a distributed events program. There are a lot of questions that will come up, and many “what if’s” that will be hard to answer. This course will take you through the necessary steps to get you and your program ready for launch day, and point out the potential pitfalls you’ll probably run into. ## The Playbook to Build Your Community-Led Event Program Community-Led is the future of business! Brands and businesses are beginning to realize the power of the customer’s voices, and are tapping into the power of human interaction as their most effective marketing, sales, customer success, and education tool. A Community-Led event program is when a company or organization hosts events for their customers and users. By making it distributed, a brand can reach more people in a more efficient, and scalable way. Companies and organizations like Salesforce, Atlassian, Duolingo, CreativeMornings, and Techqueria are using distributed (community-led) events to build their customer base, drive revenue, and improve customer retention and success. ## The Community-Led Playbook: Course Outline [Section 1](https://www.cmxhub.com/the-community-led-event-program-playbook?ref=supporthuman.cx) ### **An Introduction to Community-Led event programs** - What is Community-Led. - How can Community-Led and distributed events positively impact business. [Section 2](https://www.cmxhub.com/the-community-led-event-program-playbook?ref=supporthuman.cx) ### **Build the basics of your program** - Establish clear goals and objectives for your program. - Be ready to launch your program and prepare to scale! [Section 3](https://www.cmxhub.com/the-community-led-event-program-playbook?ref=supporthuman.cx) ### **Find and define the leaders for your program** - Define the volunteers who will be involved in your program. - Determine the goals and expectations of the leaders. [Section 4](https://www.cmxhub.com/the-community-led-event-program-playbook?ref=supporthuman.cx) ### **Build the application and onboarding processes** - Establish an application process for getting leaders onboard. - Create a foolproof onboarding process so every chapter launches with success. [Section 5](https://www.cmxhub.com/the-community-led-event-program-playbook?ref=supporthuman.cx) ### **Build your program’s playbook!** - Utilize everything you learned in the course to create the playbook for your program. - Hit the go button! ### **Who Is This Course For?** This course is for community teams and professionals who are building a distributed events program into their community strategy. These events can be in-person or virtual, like meetups, user groups, webinars, really any kind of event you want to empower your community members to organize! This course is intended for organizations using the “snowflake model” to build their programs. The snowflake model is all about empowering your super members and volunteers within your community, to take the torch, start local chapters, and host events on your brand’s behalf. ### The Community MBA URL: https://supporthuman.cx/resources/the-community-mba/ Last updated: 2026-08-07T22:14:21.000Z **Website:** [The Community MBA, CMX Academy](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Self-paced, Online **Price:** $499 --- ## Build Your Hyper-Focused Community Strategy Welcome to The Community MBA, the business crash course for community teams! If you’re here, there’s a good chance that understanding and measuring the value of community at your business has been a challenge. You’re not alone! Industry research consistently shows that while businesses inherently believe in the power of community, but showing exactly how it drives \*measurable\* impact is a brick wall everyone keeps running into. Even if you have a general understanding of where community should be driving value, turning that idea into a concrete business plan with clear objectives and metrics, and connecting your community data back to business data, is a bumpy road most community teams are still navigating. ‍**If any of that rings true, then The Community MBA is the course for you.** After taking this course you’ll have a deeper understanding of how community fits into your business, key business outcomes community can drive, how to design a hyper-focused community strategy, and how to set up systems for tracking core metrics and outcomes. The lessons and models shared in this course are based on months of research conducted with companies who have successfully scaled their community strategies, as well as David Spinks’ 12+ years of leading community teams and advising businesses of all sizes on their community strategy. Community is the future of business, and this course is the foundation you’ll need to be positioned for success. ## The Community MBA: Course Outline [Section 1](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) ### **Why Community is the New Competitive Advantage** - The three big trends driving businesses to invest in community - New data showing how businesses are investing in community [Section 2](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) ### **What Does it Mean for a Business to Build Community?** - The difference between an audience and a community - How community unlocks scale for businesses [Section 3](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) ### **The Six Business Outcomes of Community** - The SPACES Model - Choosing which objectives to focus on [Section 4](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) ### **How to Create a Hyper-Focused Community Strategy** - The three levels of community strategy - Choosing a goal-setting and measurement framework - How to choose metrics and measure success at each level of your strategy [Section 5](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) ### **Six Real-World Community Strategy Examples** - A look into community strategies at Ironclad, Duolingo, Twitch, Outsystems, Fitbit and Salesforce [Section 6](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) ### **Tracking Progress with a Strategic Dashboard** - How to create a strategic dashboard to track success against your objectives - A look behind the curtains at Atlassian’s community strategy dashboard [Section 7](https://www.cmxhub.com/the-community-mba?ref=supporthuman.cx) ### **Connecting Community and Customer Data** - How to connect community data with a CRM to improve community engagement and track business impact - A look behind the curtains at what a CRM community report looks like ### **Who Is This Course For?** This course is perfect for beginner to intermediate level community and marketing professionals, and for business leaders who want to better understand how community can help accelerate the growth of their business. ### CMX Weekly URL: https://supporthuman.cx/resources/cmx-weekly/ Last updated: 2026-08-07T22:14:23.000Z **Website:** [CMX Hub](https://www.cmxhub.com/community?ref=supporthuman.cx#:~:text=Subscribe%20to%20the%20CMX%20Weekly) **Subscription: Free** We review the top community industry news, trends, jobs and resources every week, so you’re always in the know. ### CMX Hub URL: https://supporthuman.cx/resources/cmx-hub/ Last updated: 2026-09-10T20:28:41.000Z **Platform:** [Slack](https://go.bevy.com/CMX-Community-WC-2021-Slack-SignUp%5FLanding-Page-2.html?%5F%5Fhstc=228216770.9d000dfd3ec9bd1b314bcd1091b99cd5.1711214435534.1711214435534.1711214435534.1&%5F%5Fhssc=228216770.2.1711214435534&%5F%5Fhsfp=1942556958&ref=supporthuman.cx), [Facebook](https://www.facebook.com/groups/cmxhub/), [Events](https://events.cmxhub.com/?%5Fgl=1%2Affi9ta%2A%5Fgcl%5Fau%2AMTQ5ODQ2OTkuMTcxMTIxNDQxOA..&ref=supporthuman.cx) **Website:** [CMX Hub](https://www.cmxhub.com/community?ref=supporthuman.cx) **Price:** Free *CMX* is the world's most passionate network of community professionals. Get the best tools, resources and ideas in your inbox every week. The CMX Slack Community facilitates the sharing of information, resources, and encouragement among over three thousand community professionals. If you share a passion for community and would like to get to know a great group of friendly peers, share your knowledge, and learn something new, join us! ### The Customer Support Handbook: How to Create the Ultimate Customer Experience for Your Brand URL: https://supporthuman.cx/resources/the-customer-support-handbook-how-to-create-the-ultimate-customer-experience-for-your-brand/ Last updated: 2026-08-07T22:14:25.000Z [**Amazon**](https://www.amazon.com/Customer-Support-Handbook-Ultimate-Experience/dp/0615962017/ref=sr%5F1%5F6?crid=38FJSOA1YN0NL&dib=eyJ2IjoiMSJ9.nigXcB15krlx5xkCU-%5FmCmQloh7L6DP-53Mla6ppGtKliiXEddohk48jDXvOxc1EFdlIgXb2n3ibPOqFOmEsvw%5FRATUfiiPdgygujU1sKwRVqgpTSDSUXxBICnw5YMyiLIRUmx7H%5FpcFSFxO10hnJvtiIur9LfPRq7THhz7710XiZ25vXakkDtPWdFLzHr985nXbYtbp1wXQv9eOY93GeJE-1rqIUJrLZOJ-NFf%5FoP6XcTqbGjLZNMDwkCPTy8fgj6majM54tTb-4t%5F-uTVQ4ULGenCKEJSdh5Tsj6mg9dU.tbELAZIFVAb0ojMmx1yybIbwgLgs0imvCYkMVWkuEAw&dib%5Ftag=se&keywords=customer+support&qid=1711156910&sprefix=customer+support%2Caps%2C150&sr=8-6&ref=supporthuman.cx) **|** [**Bookshop**](https://bookshop.org/p/books/the-customer-support-handbook-how-to-create-the-ultimate-customer-experience-for-your-brand-jeff-vincent/12802804?ean=9780615962016&ref=supporthuman.cx) **|** [**Barnes & Noble**](https://www.barnesandnoble.com/w/the-customer-support-handbook-jeff-vincent-cml-nrcma/1134224301?ean=9780615962016&ref=supporthuman.cx) How do you hire the best support team? What’s the best use of social media for support and service? Should we apologize for the inconvenience? The web’s leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual. **If you’re a CEO Or Founder:** This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company’s customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees. **If you’re a customer support professional:** This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers. "Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree.” - Richard White, Founder and CEO of UserVoice ### Managing in a Digital Economy URL: https://supporthuman.cx/resources/managing-in-a-digital-economy/ Last updated: 2026-08-08T00:05:33.000Z Format: Course **Website:** [Managing in a Digital Economy, Consortium for Service Innovation](https://www.serviceinnovation.org/kcs/kcs-training/?ref=supporthuman.cx#managers:~:text=to%20the%20following.-,Managing%20in%20a%20Digital%20Economy,-KCS%20is%20often) **Type:** Course Only (no professional certification upon completion) **Location:** Self-paced, Online **Price:** $95 for course --- KCS is often a bigger change for managers than it is for knowledge workers. This self-paced, online course talks about what’s different when we are leading in a knowledge-centered environment. **Topics**: - Review of the benefits of Digital Transformation - Knowledge as the enabler and associated KM Best Practices - New measures and ways to use measures - Assessing contribution/performance - What motivates knowledge workers $95 (USD). 35 minutes to complete. Must be completed within 12 weeks of purchase. ### Intelligent Swarming Insights URL: https://supporthuman.cx/resources/intelligent-swarming-insights/ Last updated: 2026-08-08T00:05:34.000Z Format: Workshop **Website:** [KCS v6 Practices Certification, Consortium for Service Innovation](https://library.serviceinnovation.org/KCS/KCS%5FCertification%5Fand%5FTraining/10%5FPractices%5Fv6%5FInstructions?ref=resources.supporthuman.cx) **Type:** Workshop (no certification upon completion) **Location:** Varies according to [training provider](https://www.serviceinnovation.org/events/category/trainer-led-workshops/intelligent-swarming/?ref=supporthuman.cx) **Price:** Varies according to provider --- ### **This one-day, Trainer-led workshop provides:** - An introduction to the concepts and core principles. - A summary of case studies, benefits, and lessons learned from the early adopters - Is Intelligent Swarming a good fit for your organization? Key enablers and adoption considerations. ### Sample Agenda | **Topic** | **Outcome** | | ---------------------------------------------------- | ------------------------------------------------------------------------------------------ | | Welcome & Introductions | Set the context for the workshop, get to know who is in the room | | Intelligent Swarming Overview | Understanding of Intelligent Swarming principles, process and benefits | | Break | | | Is Intelligent Swarming Right for Your Organization? | Identify the key factors that indicate relevance: complexity, severity, new vs known ratio | | Who Else Is Doing It? Case Studies. | Insight to early adopters’ experience | | Lunch | | | Critical Enablers | Understand the key dependencies for success | | Organizational Assessment | How to assess your organization, where are they are with respect to the critical enablers? | | Break | | | Adoption Considerations | Ideas on how and where to get started | | Adjourn | | [*Certified Trainers*](https://www.serviceinnovation.org/events/category/trainer-led-workshops/intelligent-swarming/?ref=supporthuman.cx) *have flexibility on what they include in each course; please check with them on the specifics of their agenda.* ### Intelligent Swarming Fundamentals URL: https://supporthuman.cx/resources/intelligent-swarming-fundamentals/ Last updated: 2026-08-07T22:14:29.000Z **Website:** [Intelligent Swarming Fundamentals, Consortium for Service Innovation](https://www.serviceinnovation.org/intelligent-swarming/intelligent-swarming-training/?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Self-paced, Online **Price:** $195 for course and exam (bundle); $145 for course, $95 for exam --- **This online, self-paced course is designed to create an understanding of what Intelligent Swarming is and why it is beneficial to stakeholders.** This entry-level, interactive online training and exam is intended for: - Anyone interested in learning the basics of Intelligent Swarming - Knowledge workers, managers, product managers, program and project managers *$195 (USD) for the course and exam bundle (also available separately.) Self-paced, interactive training. Approximately 40 minutes.* **The Intelligent Swarming Fundamentals Certification designates individuals who have an understanding of the benefits of Intelligent Swarming as well as a basic understanding of the Intelligent Swarming principles, concepts, practices, and techniques.** - **Prerequisites**: The Intelligent Swarming Fundamentals interactive online training is recommended but not required. - **Format and Pricing**: $95 online, non-proctored exam of 32 multiple-choice questions with a 45 minute time limit. Bundle the exam with the Fundamentals online course for $195 or purchase the course separately for $145. ### Digital Transformation Fundamentals URL: https://supporthuman.cx/resources/digital-transformation-fundamentals/ Last updated: 2026-08-08T00:05:34.000Z Format: Course **Website:** [Digital Transformation Fundamentals, Consortium for Service Innovation](https://www.serviceinnovation.org/kcs/kcs-training/?ref=supporthuman.cx#started:~:text=a%20KCS%20implementation.-,Digital%20Transformation%20Fundamentals,-The%20online%2C%20self) **Type:** Course Only (no professional certification upon completion) **Location:** Self-paced, Online **Price:** $95 for course --- The online, self-paced Digital Transformation Fundamentals course sets the context for the knowledge journey. What do we mean by digital transformation and why is it important? **Topics**: - Digital Transformation characteristics and examples - Customer expectations and the customer value erosion model - Opportunities for the Service Organization and the Service Agent to take advantage of Digital Transformation - KM Best Practices that support Digital Transformation $95 (USD). 45 minutes to complete. Must be completed within 12 weeks of purchase. ### KCS® v6 Practices URL: https://supporthuman.cx/resources/kcs-r-v6-fundamentals/ Last updated: 2026-08-08T00:05:34.000Z Format: Workshop **Website:** [KCS v6 Practices Certification, Consortium for Service Innovation](https://library.serviceinnovation.org/KCS/KCS%5FCertification%5Fand%5FTraining/10%5FPractices%5Fv6%5FInstructions?ref=supporthuman.cx) **Type:** Workshop,Certification **Location:** Varies according to [training provider](https://www.thekcsacademy.net/events?ref=supporthuman.cx) **Price:** Varies according to provider --- **Advanced certification to demonstrate thorough, deep, and broad understanding of KCS.** **KCS v6 Practices is an advanced certification to demonstrate thorough, deep, and broad understanding of KCS.** - **Prerequisites**: Attending a [KCS v6 Practices Workshop](https://www.thekcsacademy.net/events?ref=supporthuman.cx) is recommended but not required. Many KCS v6 Practices Workshops provide an option that includes the certification exam. - **Format and Pricing**: $450 proctored exam of about 65 scenario-based, multiple choice questions with a 2 hour time limit. Practice test fee (optional): $85\. Exam retake fee: $170\. All fees are non-refundable. The KCS Certification is currently only available in English. Testing centers are worldwide. No supporting materials are allowed during the exam. Exam policies and procedures are provided on the testing center website after scheduling the exam. ## Intended Audience - Program and project managers for KCS adoption - KCS adoption team members - Supervisors and first- and second-line managers - Trainers, Coaches, or Consultants - Knowledge workers who aspire to be coaches or managers - Product managers and architects for technology and tools that enable the KCS practices - Anyone seeking a deeper understanding of KCS Principles, Concepts, and Techniques ## Topics and Learning Objectives The exam is based on material outlined in the [KCS v6 Practices Study Guide](https://library.serviceinnovation.org/KCS/KCS%5FCertification%5FInfo/10%5FPractices%5Fv6%5FInstructions/Practices%5Fv6%5FStudy%5FGuide?ref=supporthuman.cx) and designed with the following question in mind: *If you hired someone to manage or advise you on a KCS adoption, what would you expect them to know?* The v6 Practices Certification designates individuals who demonstrate a thorough understanding of: - KCS Principles and Core Concepts - KCS methodology including the Solve Loop, Evolve Loop, KCS roles, KCS measures, Content standard and workflow, and best practices for KCS adoption. - KCS Practices and techniques, and the rationale behind them - KCS benefits and how to communicate the value of KCS - KCS measures and how they evolve over time - How to adopt and sustain KCS as well as functional requirements for tools and tool integration - Dealing with frequently asked questions and common objections - Ability to identify critical success factors and measurements for KCS adoption - How to engage champions and drive KCS adoption across the enterprise The certification standards and exam are developed and maintained by a committee of Members from the [Consortium for Service Innovation](http://www.serviceinnovation.org/?ref=supporthuman.cx). No specific product or technology is covered in the exam. Specifics about individual company content standard, roles, workflow, and life cycle states that are unique to an organization are not included in the exam. ### Practice Test The optional $85 practice test provides an opportunity to get a feel for the nature and style of questions and the test navigation of the KCS v6 Practices certification exam. The practice test is taken online at your convenience (it is not proctored, as the formal exam is) and contains about 30 sample questions. It should take about 30-45 minutes to complete. You will not get a pass/fail result from taking the practice test. The sample questions included on the practice test are generally easier than the formal exam so doing well in all sections is not an indication as to how well you will do on the formal exam. The practice test can be taken only once within a seven-day time period. If you would like to retake the practice test, registration will be available in Webassessor seven days from your last practice test date after paying the practice test fee ($85) again. ### KCS® v6 Fundamentals URL: https://supporthuman.cx/resources/kcs-v6-fundamentals/ Last updated: 2026-08-07T22:14:33.000Z **Website:** [KCS v6 Fundamentals Certification, Consortium for Service Innovation](https://library.serviceinnovation.org/KCS/KCS%5FCertification%5Fand%5FTraining/05%5FFundamentals%5Fv6%5FInstructions?ref=supporthuman.cx) **Type:** Certification **Location:** Self-paced, Online **Price:** $195 for course and exam (bundle); $145 for course, $95 for exam --- This interactive, self-paced training introduces the basics and benefits of KCS. **Topics**: - Basics and benefits of Knowledge-Centered Support, including Principles and Core Concepts - How to do the KCS Solve Loop in the workflow and the value it creates (the KCS Article and the process for creating one) - Leading versus lagging indicators of success - How the knowledge worker’s KCS performance is assessed $145 (USD). 60-90 minutes to complete. Must be completed within 12 weeks of purchase. **KCS v6 Fundamentals is an entry-level certification to ensure common understanding of KCS basics**. - **Prerequisites**: The [KCS v6 Fundamentals self-paced online training](https://www.serviceinnovation.org/kcs/kcs-self-paced-training-offerings?ref=supporthuman.cx) is recommended but not required. - **If you landed here after completing the KCS v6 Fundamentals self-paced online training**, please review the [KCS v6 Fundamentals Certification Study Guide](https://library.serviceinnovation.org/KCS/KCS%5FCertification%5Fand%5FTraining/05%5FFundamentals%5Fv6%5FInstructions/Fundamentals%5Fv6%5FStudy%5FGuide?ref=supporthuman.cx) and then visit - "[MY LEARNING](https://serviceinnovation.etraincenter.com/student/StudentCourses.aspx?ref=supporthuman.cx)" if you have already enrolled in the course/exam bundle, or - the [CATALOG](https://serviceinnovation.etraincenter.com/student/StudentCourses.aspx?ref=supporthuman.cx) to purchase (202.1) KCS v6 Fundamentals Certification Exam. - **Format and Pricing**: $95 online, non-proctored exam of about 25 questions with a 60 minute time limit. Bundle the exam with the KCS v6 Fundamentals online course for $195 or purchase the course separately for $145\. Exam retake fee is $95\. The KCS Certification is currently only available in English. Testing centers are worldwide. All fees are non-refundable. Reference materials can be used during the exam. [See online course catalog](https://serviceinnovation.etraincenter.com/register/courseList.aspx?ref=supporthuman.cx). ## Intended Audience - Internal or external Support Agents - Knowledge workers fielding interactions with employees, peers, or customers - Anyone interested in learning the basics of KCS ## Topics and Learning Objectives The exam is based on material outlined in the [KCS v6 Fundamentals Certification Study Guide](https://library.serviceinnovation.org/KCS/KCS%5FCertification%5FInfo/05%5FFundamentals%5Fv6%5FInstructions/Fundamentals%5Fv6%5FStudy%5FGuide?ref=supporthuman.cx) and designed with the following question in mind: *If you hired someone to capture, structure, and reuse knowledge based on interactions, what would you expect them to know and understand about KCS?* The KCS v6 Fundamentals Certification designates individuals who demonstrate a basic understanding of: - KCS concepts including KCS Principles and Core Concepts - Benefits of KCS and the creation, reuse, and improvement of knowledge articles - The KCS article and the process for creating one - How to integrate KCS processes into the workflow - How the knowledge worker’s KCS performance should be assessedt o drive desired behaviors - Leading vs. lagging indicators The certification standards and exam are developed and maintained by a committee of Members from the [Consortium for Service Innovation](http://www.serviceinnovation.org/?ref=supporthuman.cx). No specific product or technology is covered in the exam. Specifics about individual company content standard, roles, workflow, and life cycle states that are unique to an organization are not included in the exam. ### ITIL® 4 Master Designation URL: https://supporthuman.cx/resources/itil-r-4-4/ Last updated: 2026-08-07T22:14:34.000Z **Website:** [ITIL® 4 Master Designation, Axelos](https://www.axelos.com/certifications/itil-service-management/itil-4-master-designation?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Varies according to training provider **Price:** Varies according to provider --- The ITIL 4 Master is the highest level of achievement of the ITIL 4 certification scheme. ITIL 4 Master recognises that you have gained the universal and diverse knowledge developed during your ITIL training and certification journey and have mastered the full suite of the ITIL competencies. To be awarded the ITIL 4 Master designation, candidates must have achieved the Practice Manager (PM), [Managing Professional (MP)](https://www.peoplecert.org/itil-4--strategic-leader?ref=supporthuman.cx) and [Strategic Leader (SL)](https://www.peoplecert.org/ITIL-4-managing-professional-modules-20-09?ref=supporthuman.cx) designations. By combining the PM, MP, and SL designations, the ITIL 4 Master demonstrates the capability to apply the principles, concepts, methods and techniques from ITIL in the workplace at strategic, tactical and operational levels. The ITIL 4 Masters understand business requirements, know how to develop a clear strategy and plan, implement them using practical methods and tools, lead cross-functional teams to achieve growth and success for the organisation. The path to achieving the ITIL 4 Master includes multiple exams which assess your ability to understand, apply and analyse many ITSM concepts, methods, and tools. This includes a case-based assessment on [Digital and IT Strategy](https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-leader-digital-it-strategy-2924?ref=supporthuman.cx), detailed study of at least five management practices or at least one of the specialist Practice Manager tracks combined with [Create, Deliver and Support](https://www.peoplecert.org/browse-certifications/it-governance-and-service-management/ITIL-1/itil-4-specialist-create-deliver-and-support-2693?ref=supporthuman.cx), and assessment on all four of the [Managing Professional](https://www.peoplecert.org/itil-4--strategic-leader?ref=supporthuman.cx) modules. The ITIL 4 Master is the pinnacle of a long and demanding journey but a truly rewarding and valuable experience for anyone who achieves it. There is no need to apply. Certification will be provided upon successful achievement of the Practice Manager, Managing Professional and Strategic Leader designations. ### ITIL® 4 Strategic Leader Certifications URL: https://supporthuman.cx/resources/itil-r-4-3/ Last updated: 2026-08-07T22:14:35.000Z **Website:** [ITIL® 4 Strategic Leader Certifications, Axelos](https://www.axelos.com/certifications/itil-service-management/strategic-leader?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Varies according to training provider **Price:** Varies according to provider --- ITIL4 Strategic Leader (ITIL SL) is a stream of two modules that are part of ITIL 4, the next evolution of ITIL. The two modules are: - [ITIL 4 Strategist Direct, Plan and Improve](https://www.axelos.com/certifications/itil-service-management/managing-professional/direct-plan-and-improve?ref=supporthuman.cx) - [ITIL 4 Leader Digital and IT Strategy](https://www.axelos.com/certifications/itil-service-management/strategic-leader/digital-and-it-strategy?ref=supporthuman.cx). ITIL SL recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy. To obtain the designation [ITIL 4 Managing Professional](https://www.axelos.com/certifications/itil-service-management/managing-professional/?ref=supporthuman.cx) or ITIL 4 Strategic Leader, you must complete all modules in each stream, with ITIL Strategist Direct, Plan and Improve being a universal module for both streams. After achieving the ITIL 4 Managing Professional designation, candidates would only need to complete the [ITIL 4 Leader: Digital and IT Strategy](https://www.axelos.com/certifications/itil-service-management/strategic-leader/digital-and-it-strategy?ref=supporthuman.cx) module to achieve the ITIL 4 Strategic Leader designation. ### ITIL® 4 Practice Manager Certifications URL: https://supporthuman.cx/resources/itil-r-4-2/ Last updated: 2026-08-07T22:14:36.000Z **Website:** [ITIL® 4 Practice Manager Certifications, Axelos](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Varies according to training provider **Price:** Varies according to provider --- Our latest practice-based modules provide shorter and more flexible training with opportunity to bundle, mix and match the modules. A management practice is defined as a set of organizational resources designed for performing work or accomplishing an objective. There are 34 ITIL management practices in total, representing some of the most practical resources of the framework. We start with the management practices covered in the ITIL 4 Foundation, based on the practice guides. The practices are also enriched with additional guidance on the capability model based on the ITIL 4 maturity model. The individual practice course is intended for professionals that want to prove and validate their skills in specific practice areas. There are 15 practices currently available: - [Service Desk](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-monitor-support-and-fulfil/itil-4-practitioner-service-desk?ref=supporthuman.cx) - [Incident Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-monitor-support-and-fulfil/itil-4-practitioner-incident-management?ref=supporthuman.cx) - [Problem Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-monitor-support-and-fulfil/itil-4-practitioner-problem-management?ref=supporthuman.cx) - [Service Request Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-monitor-support-and-fulfil/itil-4-practitioner-service-request-management?ref=supporthuman.cx) - [Monitoring and Event Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-monitor-support-and-fulfil/itil-4-practitioner-monitoring-and-event-management?ref=supporthuman.cx) - [Change Enablement](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-plan-implement-and-control/itil-4-practitioner-change-enablement?ref=supporthuman.cx) - [Deployment Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-plan-implement-and-control/itil-4-practitioner-deployment-management?ref=supporthuman.cx) - [Release Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-plan-implement-and-control/itil-4-practitioner-release-management?ref=supporthuman.cx) - [Service Configuration Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-plan-implement-and-control/itil-4-practitioner-service-configuration-management?ref=supporthuman.cx) - [IT Asset Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-plan-implement-and-control/itil-4-practitioner-it-asset-management?ref=supporthuman.cx) - [Relationship Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-collaborate-assure-and-improve/itil-4-practitioner-relationship-management?ref=supporthuman.cx) - [Supplier Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-collaborate-assure-and-improve/itil-4-practitioner-supplier-management?ref=supporthuman.cx) - [Service Level Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-collaborate-assure-and-improve/itil-4-practitioner-service-level-management?ref=supporthuman.cx) - [Continual Improvement](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-collaborate-assure-and-improve/itil-4-practitioner-continual-improvement?ref=supporthuman.cx) - [Information Security Management](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-collaborate-assure-and-improve/itil-4-practitioner-information-security-management?ref=supporthuman.cx) The individual practices are offered through one-day training or bundled and combined in 3-day training with practical assignments built into the course, to help you apply what you’ve learned in real-life work scenarios. The combined practice course is aimed towards validating the skills and knowledge of professionals seeking to establish a good cross-practice collaboration and effective service value streams. There are three combined practice courses currently available: - [Monitor, support and fulfill](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-monitor-support-and-fulfil?ref=supporthuman.cx) - [Plan, Implement and Control](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-plan-implement-and-control?ref=supporthuman.cx) - [Collaborate, Assure and Improve ](https://www.axelos.com/certifications/itil-service-management/itil-practices-manager/itil-4-specialist-collaborate-assure-and-improve?ref=supporthuman.cx) To achieve the ITIL 4 Practice Manager designation, you will need to have completed 5 individual practices plus the ITIL Specialist: Create, Deliver and Support module, or you will need to have completed the 3-day bundled or combined module plus the ITIL Specialist: Create, Deliver and Support module. ### ITIL® 4 Managing Professional Certifications URL: https://supporthuman.cx/resources/itil-r-4/ Last updated: 2026-08-07T22:14:37.000Z **Website:** [ITIL® 4 Managing Professional Certifications, Axelos](https://www.axelos.com/certifications/itil-service-management/managing-professional?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Varies according to training provider **Price:** Varies according to provider --- ITIL 4 Managing Professional (ITIL MP) is a stream of four modules that are part of ITIL 4, the next evolution of ITIL. The four modules are: - [ITIL 4 Specialist: Create, Deliver and Support](https://www.axelos.com/certifications/itil-service-management/managing-professional/create-deliver-and-support?ref=supporthuman.cx) - [ITIL 4 Specialist: Drive Stakeholder Value](https://www.axelos.com/certifications/itil-service-management/managing-professional/drive-stakeholder-value?ref=supporthuman.cx) - [ITIL 4 Specialist: High-velocity IT](https://www.axelos.com/certifications/itil-service-management/managing-professional/high-velocity-it?ref=supporthuman.cx) - [ITIL 4 Strategist: Direct, Plan and Improve](https://www.axelos.com/certifications/itil-service-management/managing-professional/direct-plan-and-improve?ref=supporthuman.cx). ITIL 4 MP has been created for IT practitioners working within technology and digital teams across businesses. The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows. To obtain the designation ITIL 4 Managing Professional or [ITIL 4 Strategic Leader](https://www.axelos.com/certifications/itil-service-management/strategic-leader?ref=supporthuman.cx), you must complete all modules in each stream, with ITIL Strategist being a universal module for both streams. Already an ITIL Expert (or have obtained 17 credits)? You can transition easily to become an ITIL 4 Managing Professional. Take the [ITIL 4 Managing Professional Transition Module](https://www.axelos.com/certifications/itil-service-management/managing-professional/transition?ref=supporthuman.cx). ### ITIL® 4 Foundation - IT Service Management Certification URL: https://supporthuman.cx/resources/itil-r-4-foundation-it-service-management-certification/ Last updated: 2026-08-07T22:14:38.000Z **Website:** [ITIL® 4 Foundation, Axelos](https://www.axelos.com/certifications/itil-service-management/itil-4-foundation?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Varies according to training provider **Price:** Varies according to provider --- ITIL 4 Foundation introduces an end-to-end operating model for the creation, delivery and continual improvement of technology-enabled products and services. ITIL 4 Foundation is for anyone who needs to understand the key concepts of IT and digital service delivery, and who is interested in helping their organization embrace the new service management culture. It is for professionals at the start of their ITIL 4 journey or people looking to update their existing ITIL knowledge. The course will help you to understand: - how modern IT and digital service organizations operate - how value streams increase speed and efficiency - how cultural or behavioural principles guide work that benefits the wider organization - how to use commonly-used service management terms and concepts ### Certified Customer Experience Professional (CCXP) URL: https://supporthuman.cx/resources/certified-customer-experience-professional-ccxp/ Last updated: 2026-08-07T22:14:40.000Z **Website:** [CCXP Certification, Customer Experience Professionals Association](https://www.cxpa.org/earn-your-ccxp/about-ccxp?ref=supporthuman.cx) **Type:** Professional Certification **Location:** Varies; [Exam Preparation Resources](https://www.cxpa.org/earn-your-ccxp/exam-resources?ref=supporthuman.cx) **Price:** $150 Application Fee; $495 Exam Fee (CXPA Member) or $645 Exam Fee (Non-Member) --- The Certified Customer Experience Professional (CCXP) program provides professional recognition of individuals with high levels of knowledge of the customer experience discipline. Until the CXPA established this credential, there was no industry-wide, standardized avenue for CX practitioners to demonstrate their expertise and accomplishments, and no formal credentials that showcased an individual’s standing in the industry. As a non-profit, independent association, the CXPA is well-positioned to grant the CCXP as a recognized, admired independent professional credential. The Customer Experience Professionals Association created the CCXP program for the rapidly growing field of customer experience. The association brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline. **There are three phases to CCXP certification:** **Program Application and Acceptance** During the application and acceptance phase, candidates learn about the CCXP program and consider their readiness to meet the education, experience and examination qualifications. Those who believe their experience satisfies the criteria may apply and have CXPA representatives evaluate their candidacy. Applicants need to meet both the education and experience requirements before taking the certification exam. [View these requirements »](https://www.cxpa.org/earn-your-ccxp/eligibility?ref=supporthuman.cx) **Exam Registration and Successful Completion of Exam** Once accepted into the CCXP program, candidates register to take the computer-based exam through Prometric/ISO-Quality Testing, Inc. (IQT), which has nearly 900 testing sites worldwide. Candidates who pass the exam will not receive exam scores at the conclusion of the exam in line with best credentialing practices and will be awarded the CCXP credential. [View detailed information about registering and sitting for the exam »](https://www.cxpa.org/earn-your-ccxp/ccxp-apply?ref=supporthuman.cx) **CCXP Credential Use and Maintenance** CCXPs maintain their status for two years from the award date of the credential and may use the CCXP descriptors and brand marks during this tenure. To maintain an active certification status, the CCXP credential requires ongoing professional development of 20 hours through activities such as CX-related conferences, training events, or contributions to the CXPA. Learn more about using and maintaining CCXP credentials on the [Maintain Your CCXP](https://www.cxpa.org/earn-your-ccxp/renew-ccxp?ref=supporthuman.cx) page. ### Digital Transformation, Customer Experience URL: https://supporthuman.cx/resources/digital-transformation-customer-experience/ Last updated: 2026-08-08T00:05:37.000Z Format: Degree or Certificate **Website:** [Daniels College of Business, University of Denver](https://daniels.du.edu/digital-leadership/graduate-certificates/?ref=supporthuman.cx) **Type:** 16-credit or 24-credit Graduate Certificates **Location:** Online **Price:** $1,668 per credit hour --- Our two graduate certificates in digital transformation include immersive short-format sprints in emerging technologies, analytics and the leadership skills leaders need to digitally transform their organizations. All courses are online, and there are no required prerequisites. All certificates have the same application process and per-hour tuition rate. ## Certificates in Digital Transformation **Specialized Graduate Certificate (16 credit hours)** With this specialized graduate certificate, students will develop a foundation of digital transformation skills that intersect with both leadership and emerging technologies. Completing this certificate will do more than provide you with a roadmap of how to transform an organization in today’s digital environment—it will help you develop fluency in the emerging technologies of the Fourth Industrial Revolution and empower you to leverage these skills to lead stakeholders through the digital transformation process. You’ll learn all this through hands-on, real-world projects that you can apply immediately. You’ll take three foundational courses: - The Foundation for Digital Transformation - Artificial Intelligence (AI) - Either Intrapreneurship and Leading Change or Digital Transformation: Design & Execution You’ll choose one of the following leadership courses: - Business Model Innovation - Talent Management - **Customer Experience (CX)** - Leading Digital Teams You’ll choose 6 credits from the following emerging technology and technology super-sprint courses: - Internet of Things (1 credit) - Augmented/Virtual Reality (1 credit) - Robotic Process Automation (1 credit) - Cybersecurity (1 credit) - Mobile Technology (1 credit) - FinTech (1 credit) - Other Industry Applications (1 credit) - Blockchain (2 credits) - Cloud/Edge Computing (2 credits) **Graduate Certificate (24 credit hours)** The advanced graduate certificate builds on the specialized certificate by layering on the important concept of digital ethics and privacy and provides you with additional opportunities to enhance your digital leadership capabilities. The certificate is intended to solidify your ability to create change and help lead this change with your organization. To complete the certificate you will: - Take Digital Ethics and Privacy - Take one of the following digital transformation courses: - Intrapreneurship and Leading Change - Digital Transformation: Design & Execution - Choose one of following leadership courses: - Business Model Innovation - Talent Management - **Customer Experience (CX)** - Leading Digital Teams ### Data Analysis with Generative AI Workshop Series URL: https://supporthuman.cx/resources/data-analysis-with-generative-ai-workshop-series/ Last updated: 2026-08-08T00:05:35.000Z Format: Workshop **Website:** [Mellonhead](https://mellonhead.corsizio.com/?ref=resources.supporthuman.cx) **Type:** Workshop **Location:** In-Person and Virtual **Price:** $279 *Generative AI excels at pattern recognition and is a great co-pilot for coding and data analysis.* ### Join a small group of individuals for a workshop series to learn how to use Generative AI to improve your Data Analysis skills. **Format:** Each session includes a 15-minute guided discussion on the week's topic, followed by 45 minutes of hands-on practice. Bring a laptop to fully participate. **Schedule:** - Week 1: Spreadsheets - Week 2: Notebooks and Visualization - Week 3:GPTs, Quality control, and usage **What's Included:** - Six 60-minute sessions packed with insightful discussions and practical experience. - Access to a dedicated Slack community to discuss AI tips, tricks, and the latest news with past and current workshop attendees - An AI Resources Guide provides a comprehensive overview of prompting tips, usage, and a curated list of the best AI applications to get you started or advance your skills ### Generative AI Basics Workshop Series URL: https://supporthuman.cx/resources/generative-ai-basics-workshop-series/ Last updated: 2026-08-08T00:05:35.000Z Format: Workshop **Website:** [Mellonhead](https://mellonhead.corsizio.com/?ref=supporthuman.cx) **Type:** Workshop **Location:** In-Person and Virtual **Price:** $249 / $279 *Have you heard all the AI buzz but need help figuring out where to start?* ### Join a small group for a beginner's workshop series covering the basics needed to understand and leverage Generative AI. **Format:** Each session includes a 15-minute guided discussion on the week's topic, followed by 30 minutes of hands-on practice. Bring a laptop to fully participate. **Schedule:** - Week 1: Overview of Generative AI terms, strengths and limitations - Week 2: Effective prompting techniques for beginners - Week 3: GPTs and Agents - Week 4: Advanced prompting techniques - Week 5: AI Applications - Week 6: Privacy & Ethical Considerations **What's Included:** - Six 45-minute sessions packed with insightful discussions and practical experience. - Access to a dedicated Slack community to discuss AI tips, tricks, and the latest news with past and current workshop attendees - An AI Resources Guide provides a comprehensive overview of prompting tips, usage, and a curated list of the best AI applications to get you started or advance your skills ### The Content Strategy Experts URL: https://supporthuman.cx/resources/the-content-strategy-experts/ Last updated: 2026-08-07T22:14:45.000Z The content strategy experts at Scriptorium discuss how to manage, structure, organize, and distribute content. [**Website**](https://www.scriptorium.com/category/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-content-strategy-experts-scriptorium/id1221434809?ls=1&mt=2&ref=supporthuman.cx#episodeGuid=https%3A%2F%2Fwww.scriptorium.com%2F%3Fp%3D22422) **|** [**Spotify**](https://open.spotify.com/show/5J8CNNUqVktfNqeNenXSsX?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/watch?v=R4EDYga7J0w&ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/podcasts/scriptorium-the-content-strategy-experts?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/the-content-strategy-experts-scriptorium-IbODRB1JPa6/?ref=supporthuman.cx) **|** [**PodBean**](https://www.podbean.com/podcast-detail/fbtt2-6c3ba/The-Content-Strategy-Experts---Scriptorium-Podcast?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/The-Content-Strategy-Experts---Scriptorium-p982137/?ref=supporthuman.cx) ### The Cherryleaf Podcast URL: https://supporthuman.cx/resources/the-cherryleaf-podcast/ Last updated: 2026-08-07T22:14:46.000Z The Cherryleaf Podcast is a podcast on becoming a better technical and business communicator. [**Website**](https://www.cherryleaf.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/gb/podcast/the-cherryleaf-podcast/id1233055672?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/db9a750d-5f7d-4ea4-87c7-17b4c483f9f2?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/the-cherryleaf-podcast-cherryleaf-rF7NjZS-ogU/?ref=supporthuman.cx) **|** [**PodBean**](https://cherryleaf.podbean.com/?ref=supporthuman.cx) ### The Content Strategy Podcast URL: https://supporthuman.cx/resources/the-content-strategy-podcast/ Last updated: 2026-08-07T22:14:47.000Z A podcast for people who care about content. Join host Kristina Halvorson and guests for a show dedicated to the practice (and occasional art form) of content strategy. [**Website**](https://www.contentstrategy.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-content-strategy-podcast/id1365772348?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/1mdi5ksiE1pEUY3gJebAHM?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/?feed=aHR0cHM6Ly9icmFpbnRyYWZmaWMucG9kYmVhbi5jb20vZmVlZC54bWw%3D&hl=en&ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/brain-traffic/the-content-strategy-podcast?refid=stpr&ref=supporthuman.cx) ### Writers of Silicon Valley URL: https://supporthuman.cx/resources/writers-of-silicon-valley/ Last updated: 2026-08-07T22:14:48.000Z The future is words. More businesses are investing in high quality UX writers and content strategists. Apple, Uber, Shopify, Spotify, Amazon...the list goes on. "UX Writer" is now one of the hottest jobs in tech - and around the world, too. Why? They realise writers embedded in design crews are the great differentiator. This podcast is all about those writers - who they are, where they come from, what they do...and why the work they do is so important. You've heard all about the stories of building computers in garages. Now it's time for the writers to stand up - and take their place. [**Website**](https://www.writersofsiliconvalley.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/au/podcast/writers-of-silicon-valley/id1455767269?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5oE41Dx0yFCW7NjOzTVfkZ?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly93cml0ZXJzb2ZzaWxpY29udmFsbGV5LmxpYnN5bi5jb20vcnNz?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/writers-of-silicon-valley?ref=supporthuman.cx) ### I'd Rather Be Writing URL: https://supporthuman.cx/resources/id-rather-be-writing/ Last updated: 2026-08-07T22:14:50.000Z Topics and issues for technical writers. Improve your technical communication role. Empower users with better documentation. [**Website**](https://idratherbewriting.com/podcasts/?ref=supporthuman.cx) **|** [**Apple**](https://itunes.apple.com/us/podcast/id-rather-be-writing-podcast/id277365275?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4HeOZfPGMMfViOhVS40QBD?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes277365275/id-rather-be-writing?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/qoZt?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/c67f92c7-fa2d-4d30-bb17-a4bb34f96539/i'd-rather-be-writing-podcast?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/@idratherbewriting?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Technology-Podcasts/Id-Rather-Be-Writing-p1175738/?ref=supporthuman.cx) **|** [**RSS**](https://idratherbewriting.com/itunes.rss?ref=supporthuman.cx) ### Let's Talk Docs URL: https://supporthuman.cx/resources/lets-talk-docs/ Last updated: 2026-08-07T22:14:51.000Z Hello and welcome to Let’s Talk Docs! On this podcast, we’ll be sharing with you a new concept around documentation and sustainability. We’re going to talk about how you can leverage documentation, how you can leverage content to bring more people, more attention, and more funding to your products. We’ll talk to experts who know how to write content engagingly, interview people who speak about the importance of content having goals, and talk to people who have successfully built projects, used excellent documentation, and used the content as the pillar of their success. Our panelists are Portia Burton, who is the owner of DocumentWrite, and Eric Holscher, who is the Co-Founder of Read the Docs, Write the Docs, EthicalAds, and PyCascades. [**Website**](https://ltd-podcast.sustainoss.org/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/lets-talk-docs/id1614088633?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/2AKJggZc8GC738Zj6stpB2?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5maXJlc2lkZS5mbS9jYWxtLXNhbmN0dWFyeS03ODY4L3Jzcw?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/75cd3bb2-6d84-41ed-befc-6af2da22d5b9/let's-talk-docs?ref=supporthuman.cx) **|** [**RSS**](https://ltd-podcast.sustainoss.org/rss?ref=supporthuman.cx) ### Knowledgebase Ninjas URL: https://supporthuman.cx/resources/knowledgebase-ninjas/ Last updated: 2026-08-07T22:14:52.000Z Gowri Ramkumar of Document360 finds and interviews the brightest minds in the SaaS documentation space. [**Website**](https://document360.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/gb/podcast/knowledgebase-ninjas/id1496613504?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6FvQBMNBUhqe4VN2ZVybnj?ref=supporthuman.cx) ### API The Docs Podcast URL: https://supporthuman.cx/resources/api-the-docs-podcast/ Last updated: 2026-08-07T22:14:54.000Z Our guests talk about their insights and experience as documentarians. We bring advice from behind open and closed developer portals, ideas on what new learnings you can aim for, and recent experiments from the field of API documentation. [**Website**](https://apithedocs.org/podcast?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/api-the-docs-podcast/id1511675332?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6QccUn9lMYwfnoO9s4shp1?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/@apithedocs2017?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/api-the-docs-podcast-1193255?ref=supporthuman.cx) ### The Calling URL: https://supporthuman.cx/resources/the-calling/ Last updated: 2026-08-07T22:14:55.000Z The Calling is your guide to leading modern contact centres. On the show, we share innovative strategies, expert insights, and success stories from industry leaders across the world. You'll learn everything you need to turn your contact centre into a strategic value centre, where interactions become memorable experiences. [**Website**](https://omny.fm/shows/the-calling?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/au/podcast/id1485239665?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/30Hsw0MpgaAnhTSiy5Fh8y?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly9hbmNob3IuZm0vcy9mMjFkMDdjL3BvZGNhc3QvcnNz&ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/p2108797/?ref=supporthuman.cx) **|** [**RSS**](https://omny.fm/shows/the-calling/playlists/podcast.rss?ref=supporthuman.cx) ### First Contact: Stories of the Call Center URL: https://supporthuman.cx/resources/first-contact-stories-of-the-call-center/ Last updated: 2026-08-07T22:14:56.000Z Because no one pictures themselves working at a call center, First Contact: Stories of the Call Center is a monthly podcast about how tech leaders and entrepreneurs found their way into the call center industry. Host Christian Montes poses questions about their life, their struggles and successes, and most importantly- how and why did they end up with a headset on. [**Website**](https://nobelbiz.com/resources/first-contact-podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/ph/podcast/first-contact-stories-of-the-call-center/id1481402924?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4qAucV5WRp5cebk70o52To?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkLnBvZGJlYW4uY29tL2ZpcnN0Y29udGFjdHN0b3JpZXNvZnRoZWNhbGxjZW50ZXIvZmVlZC54bWw?sa=X&ved=0CAMQ4aUDahcKEwj4tK7g6vz3AhUAAAAAHQAAAAAQAQ&ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/d7c098db-44f9-4317-9e2d-a855d1c31db9/first-contact-stories-of-the-call-center?ref=supporthuman.cx) **|** [**PodBean**](https://firstcontactstoriesofthecallcenter.podbean.com/?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Technology-Podcasts/First-Contact-Stories-of-the-Call-Center-p1680673/?ref=supporthuman.cx) ### CallTalk™ Radio URL: https://supporthuman.cx/resources/calltalk-radio/ Last updated: 2026-08-07T22:14:57.000Z CallTalk is the first on-line radio show specifically about Call Centers. BenchmarkPortal brings this show to listeners with no vendor sponsorship so the content is completely neutral. [**Website**](https://www.benchmarkportal.com/calltalk-radio-show/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/calltalk-radio/id379505397?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3FPOSZCnsfROUaaMhxkP33?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/calltalk-radio?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/user/benchmarkportal?ref=supporthuman.cx) **|** [**TuneIn**](http://tun.in/pf2FA?ref=supporthuman.cx) ### The Contact Center Coach URL: https://supporthuman.cx/resources/the-contact-center-coach/ Last updated: 2026-08-07T22:14:59.000Z The Contact Center Coach Podcast is a must-listen for anyone in the contact center industry who wants to improve their leadership skills. Hosted by contact center veteran, Michael J. Tamer, this podcast covers topics such as building a positive culture, engaging your team, developing strong leadership skills, onboarding and training new hires, and improving your own self-help practices. Tune in for expert insights and practical tips that will help you create a more productive, effective, and enjoyable workplace. [**Website**](https://www.proponisi.com/copy-of-podcasts?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-contact-center-coach/id1474139757?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7qDVCpYTLaTCtajGrCUuhO?si=HtsaFLJaR5-sJdpqdIOJIw&ref=supporthuman.cx) **|** [**SoundCloud**](https://soundcloud.com/thecontactcentercoach?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1474139757?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1474139757?ref=supporthuman.cx) **|** [**Audible**](https://www.audible.com/es%5FUS/pd/The-Contact-Center-Coach-Podcast/B0BNB8WZSD?language=/pd/The-Contact-Center-Coach-Podcast/B0BNB8WZSD%3Flanguage%3Den%5FUS&ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1474139757?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/channel/2223999?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3146117?ref=supporthuman.cx) **|** [**Podcast Republic**](https://podcastrepublic.net/podcast/1474139757?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/p1998187?ref=supporthuman.cx) **|** [**RSS**](https://feeds.soundcloud.com/users/soundcloud:users:672969074/sounds.rss?ref=supporthuman.cx) ### Quality Perks - Call Center & Coffee Chats URL: https://supporthuman.cx/resources/quality-perks-call-center-coffee-chats/ Last updated: 2026-08-07T22:15:00.000Z Quality Perks is a special series hosted by Karyn Dupree and Neal Eggers, presented by BPA Quality. This unique program invites top leaders and experts from the contact center industry to engage in insightful discussions. While delving into the nuances of the contact center field, the hosts and their distinguished guests also share their passion for coffee. Quality Perks combines industry insights with a casual and enjoyable conversation about the world of coffee, creating a platform where professionals can exchange ideas, knowledge, and personal interests in a relaxed and informative setting. [**Website**](https://bpaquality.com/quality-perks-live-event-call-center-coffee-chat/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/quality-perks-call-center-coffee-chats/id1721982029?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/269-quality-perks-call-center-143958359/episode/s1-ep1-quality-perks-coffee-143958920/?ref=supporthuman.cx) **|** [**Audible**](https://www.amazon.com/Quality-Perks-Center-Coffee-Chats/dp/B0CRR1ZLVJ?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/es-us/podcasts/e39cdae6-f4b2-465a-bb8f-fea4b79eb4a9/quality-perks---call-center-coffee-chats?ref=supporthuman.cx) **|** [**PlayerFM**](https://ms.player.fm/series/quality-perks-call-center-coffee-chats?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/quality-perks-call-center-coffee-chats-bpa-7a0YSjNJlMO/?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/quality-perks-call-center-coff-5563824?ref=supporthuman.cx) ### Advice from a Call Center Geek! URL: https://supporthuman.cx/resources/advice-from-a-call-center-geek/ Last updated: 2026-08-07T22:15:01.000Z Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it! [**Website**](https://www.expiviausa.com/podcasts/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/advice-from-a-call-center-geek/id1447535209?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7ssSLPmPOsuk63DsED2Pa1?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8yMzY0NDUucnNz?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/show/advice-from-a-call-center-geek?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UCuIMsfiynnK02IKwPZZmxmg?ref=supporthuman.cx) ### Customer Service Culture URL: https://supporthuman.cx/resources/customer-service-culture/ Last updated: 2026-08-07T22:15:02.000Z Welcome to Paolo Fabrizio's podcast show about Digital Customer Service. [**Website**](https://customerserviceculture.com/en/blog-podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/it/podcast/customer-service-culture-en/id1050411354?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6np6HAVyZNJyGFn2e91ZIX?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.it/podcasts/163af2c6-6ab2-4525-9802-458e8f75ee4a/customer-service-culture-en?ref=supporthuman.cx) ### Be Customer Led URL: https://supporthuman.cx/resources/be-customer-led/ Last updated: 2026-08-07T22:15:03.000Z We explore the intersection between customer experience (CX), employee experience (EX), and how companies are creating leaders and cultures that are maniacal about their customers - both internal and external. [**Website**](https://becustomerled.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/be-customer-led/id1522555723?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5hwMtYeb1dduhz4u1vy3Dd?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly9mZWVkcy5jYXB0aXZhdGUuZm0vYmVjdXN0b21lcmxlZC8%3D&ref=supporthuman.cx) **|** [**iHeartRadio**](https://iheart.com/podcast/77764611/?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1522555723?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1522555723?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/4a924180-bf4e-48c3-afd9-ffcdd8eadffd/Be-Customer-Led?ref=supporthuman.cx) **|** [**RSS**](https://feeds.captivate.fm/becustomerled?ref=supporthuman.cx) ### Awful Service Podcast URL: https://supporthuman.cx/resources/awful-service-podcast/ Last updated: 2026-08-07T22:15:05.000Z Awful Service is a Comedy Podcast that takes a look beyond the Bar Top. If you know someone in Customer Service, you know they have good stories. We are unofficially endorsed by Doug Stanhope. [**Website**](https://rephonic.com/podcasts/awful-service-podcast?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/awful-service-podcast/id1472580294?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4WoFjpsFxe4gyWmTNqNPiT?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1472580294?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1472580294?ref=supporthuman.cx) **|** [**Audible**](https://audible.com/pd/B0CWHH89K6?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1472580294?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/channel/2205003?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/awful-service-podcast-awfulservice-HUmWRi3Lh1c/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/5002680?ref=supporthuman.cx) **|** [**Podcast Republic**](https://podcastrepublic.net/podcast/1472580294?ref=supporthuman.cx) **|** [**PodBean**](https://awfulservice.podbean.com/?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/p1657335?ref=supporthuman.cx) **|** [**RSS**](https://www.spreaker.com/show/6101523/episodes/feed?fbclid=IwAR0pwDZDjDFwhgPFS1DU8OYYheMnspjuCMlrxxiMbaii1BAB0QIWUFXOiMw&ref=supporthuman.cx) ### Amazing Business Radio URL: https://supporthuman.cx/resources/amazing-business-radio/ Last updated: 2026-08-07T22:15:06.000Z Amazing Business Radio features customer service expert and New York Times bestselling author Shep Hyken who interviews leading business professionals and other customer experience experts. Each guest shares tips and insights on how to succeed in business. The bright business minds featured on Amazing Business Radio come from all over the world and include viral video stars, corporate CEOs, bestselling authors, thought leaders, and many other inspiring personalities. The show covers a variety of topics related to customer service and customer experience and will provide answers that listeners need to know in order to take their success to the next level. Amazing Business Radio airs every week on, itunes, Soundcloud, and other platforms and channels. [**Website**](https://hyken.com/topic/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/amazing-business-radio/id973187100?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6zZjuQfHyDRETlK0wVAIjN?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly9mZWVkcy5tZWdhcGhvbmUuZm0vYW1hemluZ2J1c2luZXNzcmFkaW8%3D&ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/269-amazing-business-radio-30187391/?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/Amazing-Business-Radio-with-Shep-Hyken-p1174920/?topicId=389949747&ref=supporthuman.cx) ### Build Your Digital Community URL: https://supporthuman.cx/resources/build-your-digital-community/ Last updated: 2026-08-07T22:15:07.000Z The Build Your Digital Community podcast is focused on helping entrepreneurs and small businesses grow their communities, increase their impact and bring in their ideal client using their digital community. I’ll be interviewing guests and providing solo content that will provide big value for listeners and help shape the way they do business! [**Website**](https://buildyourdigitalcommunity.buzzsprout.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/build-your-digital-community/id1632250924?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/35bDPeXy86EhxTEeWHAipm?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1632250924?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1632250924?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/89813f87-8362-46f4-ad64-3b7d684b109e?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1632250924?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1632250924?ref=buzzsprout) **|** [**Podfriend**](https://web.podfriend.com/podcast/1632250924?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/5556315?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/2011831.rss?ref=supporthuman.cx) ### The Not-Boring Tech Writer URL: https://supporthuman.cx/resources/the-not-boring-tech-writer/ Last updated: 2026-08-07T22:15:08.000Z In each episode of this podcast we talk to the humans behind the docs, sharing stories, experience and expertise to inspire, entertain, and give you knowledge and skills you can use in your life as a Not-Boring Tech Writer. [**Website**](https://www.thenotboringtechwriter.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-not-boring-tech-writer/id1093182479?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4JUeeRjYe2EWcFSkAsbLu8?ref=supporthuman.cx) **|** [**PodBean**](https://jacobmoses.podbean.com/?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/the-not-boring-tech-writer-75819?ref=supporthuman.cx) ### WORD UP! URL: https://supporthuman.cx/resources/word-up/ Last updated: 2026-08-07T22:15:09.000Z The show is for founders and early-stage startups to help them understand the role that technical writing plays in their company's success. We explore the nerdy nature and culture of technical writers and how to find, build, and grow your technical writing team. [**Apple**](https://podcasts.apple.com/us/podcast/word-up/id1626827406?ref=supporthuman.cx) ### The Manuscript URL: https://supporthuman.cx/resources/the-manuscript/ Last updated: 2026-08-07T22:15:11.000Z ![](https://podcasts.apple.com/assets/artwork/1x1-42817eea7ade52607a760cbee00d1495.gif) In The Manuscript, we're passionate about writing and technology. Every couple of weeks we talk to people making a difference in Technical Writing, Instructional Design, UX Writing, Content Strategy and anywhere else there’s someone thinking about content in digital products and the tech industry. [**Apple**](https://podcasts.apple.com/us/podcast/the-manuscript/id1501843799?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3fxF61LYR4BBDAv6YhZV5r?ref=supporthuman.cx) ### The ISTC Podcast URL: https://supporthuman.cx/resources/the-istc-podcast/ Last updated: 2026-08-07T22:15:12.000Z The Institute of Scientific and Technical Communicators (ISTC) produces a monthly podcast with interviews and news from the UK and around the world. [**Website**](https://istc.org.uk/homepage/publications-and-resources/?ref=supporthuman.cx#:~:text=for%20more%20information.-,The%20ISTC%20Podcast,-The%20Institute%20of) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-istc-podcast/id1345913619?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/256-the-istcs-podcast-43095018/episode/rogue-one-89772196/?ref=supporthuman.cx) **|** [**PodBean**](https://istctechcomm.podbean.com/?ref=supporthuman.cx) ### 10-Minute Tech Comm URL: https://supporthuman.cx/resources/10-minute-tech-comm/ Last updated: 2026-08-07T22:15:13.000Z 10-minute interviews with technical communication practitioners, scholars, and innovators. Hosted by Dr. Ryan Weber at the University of Alabama in Huntsville. [**Website**](https://tenminutetechcomm.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/10-minute-tech-comm/id920575683?ref=supporthuman.cx) **|** [**Stitcher**](https://listen.stitcher.com/yvap/?af%5Fdp=stitcher://show/73517&af%5Fweb%5Fdp=https://www.stitcher.com/show/73517&ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/10-minute-tech-comm-uah-technical-cm8lfdZKgxI/?ref=supporthuman.cx) **|** [**PodBean**](https://www.podbean.com/podcast-detail/36ttb-52a6a/10-Minute-Tech-Comm-Podcast?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/10-minute-tech-comm-76421?ref=supporthuman.cx) ### Inside Tech Comm with Zohra Mutabanna URL: https://supporthuman.cx/resources/inside-tech-comm-with-zohra-mutabanna/ Last updated: 2026-08-07T22:15:14.000Z Inside Tech Comm is a show for anyone interested in learning more about technical communication. It will also be of interest to those who are new to the field or career-switchers exploring creative ways to expand their horizon. [**Website**](https://www.insidetechcomm.show/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/inside-tech-comm-with-zohra-mutabanna/id1557827889?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3N7tBawAgk81il2GZAMGmU?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8xNzI4MjUzLnJzcw==?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1557827889?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/z9bxh7sx?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1557827889?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/a9ca0c5f-1ef6-405c-b0a2-53d790700727?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-2891683?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1557827889?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1557827889?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/2399632?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/670978e23c974300b84c9cecec0cdbc9/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3272018?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/inside-tech-comm-with-zohra-mu-1622398?ref=supporthuman.cx) **|** [**Podfriend**](https://web.podfriend.com/podcast/1557827889?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/1386275?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Technology-Podcasts/Inside-Tech-Comm-with-Zohra-Mutabanna-p1415054/?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/1728253.rss?ref=supporthuman.cx) ### Writers in Tech URL: https://supporthuman.cx/resources/writ/ Last updated: 2026-08-07T22:15:15.000Z A podcast where content strategist, UX writers, and content designers share their well-kept industry secrets. This show is brought you by the UX Writing Hub. [**Website**](https://writers-in-tech.simplecast.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/writers-in-tech/id1467160757?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4n6icHZbDEcXRX4DafjtPw?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly9mZWVkcy5zaW1wbGVjYXN0LmNvbS9ZaWs4MGVDMg%3D%3D&ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/2kq0?ref=supporthuman.cx) **|** [**RadioPublic**](https://radiopublic.com/writers-in-tech-8XKDMj?ref=supporthuman.cx) **|** [**RSS**](https://feeds.simplecast.com/Yik80eC2?ref=supporthuman.cx) ### Support Night School URL: https://supporthuman.cx/resources/support-night-school/ Last updated: 2026-08-07T22:15:17.000Z The purpose of Support Night School podcast was to introduce people to the world of customer support in the tech industry. Our goal was to reach people who have translatable skills (or those who are willing to work to gain those skills) in order to secure stable and fulfilling tech support work. [**Website**](https://camilleacey.com/support-night-school/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/support-night-school/id1519511749?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4XRqfx7wuwM5qPaeoEJlB2?ref=supporthuman.cx) ### An Incomplete History of Online Communities URL: https://supporthuman.cx/resources/an-incomplete-history-of-online-communities/ Last updated: 2026-08-07T22:15:18.000Z Welcome to "An Incomplete History of Online Communities" the podcast series that delves into the fascinating history of online communities. We explore the evolution of virtual spaces where people connect, share, and create. [**Website**](https://podcasters.spotify.com/pod/show/cmgrlive?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/an-incomplete-history-of-online-communities/id1651104646?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/13DjSsISL0aA6vlYDaItkw?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/kwunlmad?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/b98bdbb6-fc71-4010-a128-48e8d40db7a6/community-manager-live?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/an-incomplete-history-of-online-communities-VzgxnA9cvGW/?ref=supporthuman.cx) **|** [**RSS**](https://anchor.fm/s/c46125c8/podcast/rss?ref=supporthuman.cx) ### Keep Connected URL: https://supporthuman.cx/resources/keep-connected/ Last updated: 2026-08-07T22:15:19.000Z Keep Connected is a podcast about the power of community hosted by me, David Siegel, CEO of Meetup. For nearly 20 years, Meetup has fostered connections and inspired lifelong friendships for its members. Ranked among the top 25 CEO podcasts, tune in to hear inspiring stories of how these connections have changed lives and learn from experts who will explain the real impact of community. Keep connected with us today! [**Website**](https://www.meetuppodcast.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/podcast/id1545712240?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4clul1o89CLMkzGZw0k2bR?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8xNTYwNjU2LnJzcw==?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/269-keep-connected-with-meetup-75441049/?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1545712240?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/pp9kwtx5?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1545712240?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/23072b69-055a-46f2-956a-f938168d85a3/Keep-Connected-with-Meetup-CEO-David-Siegel?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-2921971?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1545712240?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1545712240?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/2611182?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/a9a7392a787b4f1a90cebb68adece7d6/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3205342?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/keep-connected-with-meetup-ceo-1593564?ref=supporthuman.cx) **|** [**Podfriend**](https://web.podfriend.com/podcast/1545712240?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/1364073?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/Keep-Connected-with-Meetup-CEO-David-Siegel-p1392547/?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/1560656.rss?ref=supporthuman.cx) ### Membership Geeks URL: https://supporthuman.cx/resources/membership-geeks/ Last updated: 2026-08-07T22:15:21.000Z 😅 ****Steph's note:** This one only tangentially relates to community, but if you run your community on a subscription model, I thought it could be a beneficial listen. Join Mike Morrison - one half of the Membership Geeks - for advice, tips and insight on planning, running and growing a successful membership website plus interviews with existing membership owners and industry experts. [**Website**](https://www.membershipgeeks.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://www.membershippodcast.com/apple?ref=supporthuman.cx) **|** [**Spotify**](https://www.membershippodcast.com/spotify?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.membershippodcast.com/google?ref=supporthuman.cx) **|** [**Amazon Music**](https://www.membershippodcast.com/amazon?ref=supporthuman.cx) **|** [**RSS**](https://www.membershippodcast.com/rssfeed?ref=supporthuman.cx) ### The Community Strategy Podcast URL: https://supporthuman.cx/resources/the-community-strategy-podcast/ Last updated: 2026-08-07T22:15:22.000Z The Community Strategy Podcast (CSP) offers interviews with online community leaders who share their community-building journey. Discover proven strategies to help you save thousands of hours of your valuable time building an online community. Our podcast covers community concept, community building, community strategy, community structure, community membership, and community management. Hi, I’m Deb Schell, Host of the Community Strategy Podcast. Since 2020, I’ve interviewed over 100 community leaders to learn how they are navigating the challenges of online communities, memberships, coaching programs, online courses, and more. In the new season, I’m excited to share excerpts from my new book, Creator to Community Builder, to be published in the fall of 2023. Are you a struggling entrepreneur trying to create new revenue streams? Discover proven strategies to help you save thousands of hours of your valuable time building an online community that can help you scale your business while connecting more authentically to your ideal clients. You’ve heard the buzz about building an online community from social media on your own app, but you don’t know where to start. In Creator to Community Builder, you’ll learn how Community Strategist Deb Schell has helped over 50 business owners find calm in building, launching, and growing their online communities. Based on client case studies, community examples, and interviews, this book provides new community builders with stories, strategies, worksheets, templates, and checklists that help you take action, launch sooner, and build your next revenue stream. Save thousands of dollars and hundreds of hours of your valuable time by getting the strategies that have worked for successful community builders, and find calm building your online community today! [**Website**](https://findcalmhere.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/find-calm-here-podcast/id1535723010?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4t2TBwR6QVUlKFuM4ZEcEi?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8xNDAwODU3LnJzcw==?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/269-find-calm-here-podcast-77730902/?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/find-calm-here-podcast?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1535723010?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1535723010?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1535723010?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/f14664aa-f9c7-4f9c-880e-523ea517cfed/Find-Calm-Here-Podcast?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-2938248?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1535723010?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/2728842?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3308526?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/find-calm-here-podcast-1658044?ref=supporthuman.cx) ### Community Pulse URL: https://supporthuman.cx/resources/community-pulse/ Last updated: 2026-08-07T22:15:23.000Z Community Pulse is the spot for Developer Relations and Community professionals who are looking for information on building technical communities. Community Builders and DevRel veterans Jason Hand, Mary Thengvall, PJ Hagerty, and Wesley Faulkner interview experts in the field of Developer Relations and Community Leadership on a broad range of topics related to building community. [**Website**](https://www.communitypulse.io/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/community-pulse/id1218368182?mt=2&ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3I7g5W9fMSgpWu38zZMjet?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/263-community-pulse-28973271/?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/show/community-pulse?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Technology-Podcasts/Community-Pulse-p1101502/?ref=supporthuman.cx) **|** [**RSS**](https://www.communitypulse.io/rss?ref=supporthuman.cx) ### The Community Experience URL: https://supporthuman.cx/resources/the-community-experience/ Last updated: 2026-08-07T22:15:25.000Z What makes a community flourish? How do we build vibrant, supportive online communities? Can brands and organizations facilitate authentic connection through community? If you’ve ever found yourself asking these questions, you’re in the right place. The Community Experience was designed to explore all things community and to help community facilitators design online communities that thrive, whether yours is a niche community based on fandom, or tied to a personal brand or business. Each week, join host Jillian Benbow to learn practical strategies and insights from people on the cutting edge of community building, as well as a peek behind the curtain into the inner workings of our own branded online community, SPI Pro. We believe that community-driven content and commerce is changing the landscape of work and life. Through unbridled curiosity, we believe we can help the world increase the impact potential of online communities. Join us for the ride and embrace the experience! [**Website**](https://www.smartpassiveincome.com/community-experience/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-community-experience/id1578972492?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/319kS1RqpxBK94gf8jVTLE?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9yc3MuYXJ0MTkuY29tL3RoZS1jb21tdW5pdHktZXhwZXJpZW5jZQ?sa=X&ved=0CBoQ27cFahcKEwjwm52jgMjyAhUAAAAAHQAAAAAQLA&ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/show/the-community-experience?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/The-Community-Experience-p1936764/?ref=supporthuman.cx) ### Create Community URL: https://supporthuman.cx/resources/create-community/ Last updated: 2026-08-07T22:15:26.000Z Exploring the human side of community. On this podcast, host Marsha Druker (Founder of Fuckup Nights Toronto) chats with fellow community builders to define what “community” truly means and how it evolves with changing times. [**Website**](https://www.createcommunitypod.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/ca/podcast/create-community/id1503229499?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/0eOIZ2Z3Ddy1G5ZoINym5o?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/?feed=aHR0cHM6Ly9mZWVkLnBvZGJlYW4uY29tL2NyZWF0ZWNvbW11bml0eS9mZWVkLnhtbA&ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/create-community?ref=supporthuman.cx) ### Peers Over Beers URL: https://supporthuman.cx/resources/peers-over-beers/ Last updated: 2026-08-07T22:15:27.000Z B2B Community Strategist Chris Detzel is your host for this fun and straight shooting podcast for enterprise community leaders / managers and digital savvy professionals. With easy and natural inquisitive banter, your host will tackle hard issues facing community leaders and managers in their day-to-day struggles, and yes, sometimes over a beer. From starting new communities, digitally transforming enterprise culture, moderation, and globalization techniques are all up for discussion. [**Website**](https://peersoverbeers.transistor.fm/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/peers-over-beers-community-experts-podcast/id1487996124?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/19OJvndYsbKbpVU918bksZ?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1487996124/peers-over-beers-community-experts-podcast?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/316427b8-7dd5-4ea5-afd6-313793854264?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UCs4RBNzGMkaa9Hvu6yZQboQ?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/peers-over-beers-community-experts-podcast?ref=supporthuman.cx) **|** [**Deezer**](https://www.deezer.com/show/3229262?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/2568975?ref=supporthuman.cx) ### Building Communities for Startups URL: https://supporthuman.cx/resources/building-communities-for-startups/ Last updated: 2026-08-07T22:15:29.000Z Are you looking to launch a community for your next venture? We designed this 10-episode series to help you understand the steps you need to take. In this series, we bring you insights from ten experienced community professionals who build successful communities and share exactly how they did it. [**Website**](https://talkbase.io/podcast-building-community?ref=supporthuman.cx#podcast-episodes) **|** [**Apple**](https://podcasts.apple.com/cz/podcast/building-communities-for-startups/id1637319548?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5FjRdQvlB1LvjqU42Tlxoq?ref=supporthuman.cx) ### Get Together URL: https://supporthuman.cx/resources/get-together/ Last updated: 2026-08-07T22:15:30.000Z A show about ordinary people building extraordinary communities. "Get Together" is hosted by the team at People & Company and our correspondents Mia Quagliarello, Maggie Zhang, Marjorie Anderson, and Whitney Ogutu. [**Website**](https://www.people-and.com/podcast?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/get-together/id1447445682?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5n7X0FYnq8u9lE3QCUlSTs?si=b8y5bNrVTHGeJ5YSzin9ww&ref=supporthuman.cx) **|** [**Google Podcasts**](https://playmusic.app.goo.gl/?ibi=com.google.PlayMusic&isi=691797987&ius=googleplaymusic&apn=com.google.android.music&link=https://play.google.com/music/m/I2nzufmrdes2j3jc655wl2u4rta?t%3DThe%5FGet-Together%26pcampaignid%3DMKT-na-all-co-pr-mu-pod-16&ref=supporthuman.cx) **|** [**SoundCloud**](https://soundcloud.com/peopleandcompany?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/people-company/the-gettogether?refid=stpr&ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UCavU2e-T9QYRNvUfomn2sCg?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Arts--Culture-Podcasts/The-Get-Together-p1182185/?ref=supporthuman.cx) **|** [**RSS**](https://rss.simplecast.com/podcasts/8710/rss?ref=supporthuman.cx) ### Community Conversations URL: https://supporthuman.cx/resources/community-conversations/ Last updated: 2026-08-07T22:15:32.000Z Join The Community Roundtable to discuss best practices in community management with global community, collaboration, and change management experts. [**Website**](https://communityroundtable.com/what-we-do/resources/community-conversations/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/community-conversations/id1343819536?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/0wpQuoqFpdcDzSFPfdfxBZ?ref=supporthuman.cx) ### Masters of Community with David Spinks URL: https://supporthuman.cx/resources/masters-of-community-with-david-spinks/ Last updated: 2026-08-07T22:15:33.000Z Community is more important than ever. This show brings you conversations with the top community builders, leaders, and experts in the world. Hear their stories, insights, and advice, and take your community strategy to the next level. [**Website**](https://www.fame.so/shows/masters-of-community-by-cmx?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/masters-of-community-with-david-spinks/id1519864711?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4D7uQaQCL6HTeHAjEsa2YO?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5iY2FzdC5mbS9tYXN0ZXJzLW9mLWNvbW11bml0eS13aXRoLWRhdmlkLXNwaW5rcw?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLUC9Vz9R3tpLg6MJEKUcmG%5FM%5FIjxl%5FAGW&ref=supporthuman.cx) ### Write the Docs Podcast URL: https://supporthuman.cx/resources/w/ Last updated: 2026-08-07T22:15:34.000Z Write the Docs is a series of conferences, local meetups, and Slack groups focused on all things related to software documentation. We consider everyone who cares about communication, documentation, and their users to be a member of our community. This can be programmers, tech writers, customer support, marketers, and anyone else who wants people to have great experiences with software. This podcast is focused on topics discussed and debated within this community. [**Website**](https://podcast.writethedocs.org/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/write-the-docs-podcast/id1178393510?ref=supporthuman.cx) **|** [**Stitcher**](http://www.stitcher.com/podcast/write-the-docs-podcast?ref=supporthuman.cx) **|** [**Pocket Casts**](https://podcast.writethedocs.org/assets/img/pocketcastssubscribe.png?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UCUI--N-VWjK93292AaaArCg?ref=supporthuman.cx) **|** [**RSS**](http://podcast.writethedocs.org/itunes.rss?ref=supporthuman.cx) ### Impossible Tradeoffs with Katie Harbath URL: https://supporthuman.cx/resources/impossible-tradeoffs-with-katie-harbath/ Last updated: 2026-08-07T22:15:35.000Z Technology and democracy are at a crossroads. Technology can potentially empower people and make our democracies more responsive. Or technology can be used to manipulate and divide us. Welcome to Impossible Tradeoffs. I’m Katie Harbath. In this weekly podcast, we’ll talk about and analyze the most fascinating headlines. We’ll make predictions about where things are going. And we’ll talk to experts about the challenges we face and how we might look for solutions. [**Website**](https://anchorchange.substack.com/podcast) **|** [**Apple**](https://podcasts.apple.com/gb/podcast/impossible-tradeoffs-with-katie-harbath/id1705906455?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/269-impossible-tradeoffs-with-123746570/?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UC4kDVeRJOxz37DM7dxTI5jA?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/pt/podcasts/impossible-tradeoffs-with-katie-harbath-KLrEs6S0M2Z/?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/News/Impossible-Tradeoffs-with-Katie-Harbath-p3880943/?lang=es&ref=supporthuman.cx) ### Speed and Scale with Baybars Orsek URL: https://supporthuman.cx/resources/speed-and-scale-with-baybars-orsek/ Last updated: 2026-08-07T22:15:37.000Z Welcome to "Speed and Scale," where I delve deep into the frontline battle against misinformation. I will highlight the tireless efforts of fact-checkers, experts, researchers, and Trust & Safety teams across digital platforms, showcasing the critical work to safeguard truth and accuracy in our information ecosystem. [**Website**](https://www.speedandscalepodcast.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/speed-and-scale-with-baybars-orsek/id1729115781?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6cYP6WS3lMqFAVqaC9WBWF?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/269-speed-and-scale-with-bayba-147825871/?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1729115781?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/0m28kkwm?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1729115781?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/316c4103-b26a-4165-9b65-05c41bb8f042?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-3552330?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1729115781?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1729115781?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/1000648902?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/a8c35a3b984042fca89914454df700ef/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/speed-and-scale-with-baybars-orsek/4844305?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/speed-and-scale-with-baybars-o-5614873?ref=supporthuman.cx) **|** [**Podfriend**](https://web.podfriend.com/podcast/1729115781?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/6780272?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/2312246.rss?ref=supporthuman.cx) ### Trust & Safety Mavericks URL: https://supporthuman.cx/resources/trust-safety-mavericks/ Last updated: 2026-08-07T22:15:38.000Z Welcome to Trust & Safety Mavericks. On this podcast, you'll listen to topics related to trust and safety, identity, location technology, privacy, and the mobile experience. You will hear insights shared by experts from marketplaces, shared economy, delivery, and gaming app industries. The content is a mix of webinars we participate in, interviews and fireside chats with some of the most well-known names in the Trust & Safety space. The show is hosted by Andre Ferraz, CEO and co-founder at Incognia. [**Website**](https://www.incognia.com/resources/podcast-trust-safety-mavericks-episode-1-trust-safety-is-all-about-location?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/br/podcast/trust-safety-mavericks/id1649215748?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7heChLHE5RtxHkoLjir4Qg?si=7-Zz9iy%5FQV-WJ9oyK0UlXA&ref=supporthuman.cx) ### Ctrl-Alt-Speech URL: https://supporthuman.cx/resources/ctrl-alt-speech/ Last updated: 2026-08-07T22:15:39.000Z Ctrl-Alt-Speech is a weekly news podcast co-created by Techdirt’s Mike Masnick and Everything in Moderation’s Ben Whitelaw. Each episode looks at the latest news in online speech, covering issues regarding trust & safety, content moderation, regulation, court rulings, new services & technology, and more. The podcast regularly features expert guests with experience in the trust & safety/online speech worlds, discussing the ins and outs of the news that week and what it may mean for the industry. Each episode takes a deep dive into one or two key stories, and includes a quicker roundup of other important news. It's a must-listen for trust & safety professionals, and anyone interested in issues surrounding online speech. If your company or organization is interested in sponsoring Ctrl-Alt-Speech and joining us for a sponsored interview, visit ctrlaltspeech.com for more information. Ctrl-Alt-Speech is produced with financial support from the Future of Online Trust & Safety Fund, a fiscally-sponsored multi-donor fund at Global Impact that supports charitable activities to build a more robust, capable, and inclusive Trust and Safety ecosystem and field. [**Website**](https://ctrlaltspeech.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/ctrl-alt-speech/id1734530193?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/1N3tvLxUTCR7oTdUgUCQvc?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1734530193?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/zulnarbw?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1734530193?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/93842011-b662-430a-8e51-218433a7e647?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLcky6%5FVTbejGkZ7aHqqc3ZjufeEw2AS7Z&ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-3556101?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1734530193?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1734530193?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/1000740752?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/69da735dce70403a9f6030e54931760e/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/ctrl-alt-speech/4994052?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/ctrl-alt-speech-5643880?ref=supporthuman.cx) **|** [**Podfriend**](https://web.podfriend.com/podcast/1734530193?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/6820211?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/2315966.rss?ref=supporthuman.cx) ### Trustonomy URL: https://supporthuman.cx/resources/trustonomy/ Last updated: 2026-08-07T22:15:40.000Z Trust: Without it, you can’t build a relationship, a team, or a business. But what is it exactly, and how do you get trust back when you’ve lost it? Trustonomy examines moments in history when businesses and organizations suffered because they lost the trust of their customers, employees, and stakeholders. These stories will make you rethink your approach to privacy, consent, data, risk, and workplace culture. You’ll learn why trust matters, how to grow and guard it, and how to repair it if it’s been damaged. [**Website**](https://www.onetrust.com/podcasts/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/trustonomy/id1706541396?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3H2sIwshVQ3u1ut8V0U9oY?ref=supporthuman.cx) **|** [**Pandora**](https://www.pandora.com/podcast/trustonomy/PC:1001078866?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/8nxwmxd5?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/5d35150f-8add-4c2f-9360-88467a1bdf24/trustonomy?ref=supporthuman.cx) **|** [**RSS**](https://feeds.onetrust.com/trustonomy?ref=supporthuman.cx) ### Click to Trust URL: https://supporthuman.cx/resources/click-to-trust/ Last updated: 2026-08-07T22:15:41.000Z Online platforms are plagued by harmful content, from hate speech to illegal activities, there seems to be a news headline every week where someone’s well being has been impacted. No wonder we’ve got trust issues. Click to Trust delves into the intricate world of safeguarding online spaces. Guided by the wisdom of Tom Siegel, CEO and Co-Founder of TrustLab, and (previously) the VP of Trust & Safety at Google, the show covers the challenges of monitoring harmful content, combatting digital threats, and empowering you to navigate the web with trust. Click to Trust is your go-to resource for promoting a safer and healthier digital environment for all. [**Website**](https://www.trustlab.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/click-to-trust/id1728103796?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/click-to-trust-trustlab-NVoT1U2ZtFs/?ref=supporthuman.cx) ### The Trust Series URL: https://supporthuman.cx/resources/the-trust-series/ Last updated: 2026-08-07T22:15:42.000Z Trust is a fragile but powerful commodity. More than ever, trust is under threat in a world of fake news and disinformation. Yet, trust lies at the heart of both our personal and professional interactions. Without it, our ability to maintain successful relationships is diminished. The Trust Series offers lively and insightful conversation with thought leaders on the critical role trust plays in our lives. Enjoy honest discussions and interesting insights from our special guests in conversation with Catherine McGregor and Chris Downie as they explore the importance of trust across a broad spectrum of experiences from mentoring to online marketplaces. [**Website**](https://pasabi.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/gb/podcast/the-trust-series/id1567413977?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/episode/4pgoDN8O5nDHfyDMFsouZZ?si=gNMJWwUES2W7Zl8YUD7jEg&ref=supporthuman.cx) ### Trust vs. URL: https://supporthuman.cx/resources/trust-vs/ Last updated: 2026-08-07T22:15:44.000Z Trust is hard to gain and easy to lose. It is essential for businesses to build and safeguard trust. Each episode, we’ll hear interviews with industry experts and insiders, asking the tough questions that professionals, leaders, legislators, and suppliers face. Whether you're a cybersecurity professional, a business leader, or a supplier, Trust vs. is the place your questions will be explored. Brought to you by HITRUST Alliance, Trust vs. explores the critical importance of trust and will help you navigate the ever-changing landscape of digital and cyber security. [**Website**](https://hitrustalliance.net/podcast?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/ca/podcast/trust-vs/id1682351207?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6cfUJQ7R8QmcgbNK6l8xxB?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5jb2hvc3Rwb2RjYXN0aW5nLmNvbS9VNjlEZm02dg?sa=X&ved=0CAMQ4aUDahcKEwiQoOzUpsyEAxUAAAAAHQAAAAAQAQ&ref=supporthuman.cx) **|** [**Pandora**](https://www.pandora.com/podcast/trust-vs/PC:1001065445?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/156d2fa4-572c-4ce1-96f4-3c3d42d05d42/trust-vs?ref=supporthuman.cx) ### The Online Fraudcast URL: https://supporthuman.cx/resources/the-online-fraudcast/ Last updated: 2026-08-07T22:15:45.000Z Brett Johnson and Karisse Hendrick are both anti-cybercrime experts. But, with very different experiences. Karisse has worked with hundreds of the World's largest e-commerce and mobile companies to help them prevent payment fraud and other threats to their bottom line and customers. Brett, started his journey as an online fraudster, creating the first darknet forum for buying & selling credit cards and was responsible for creating the criminal enterprise that commits identity theft, credit card fraud and many other online scams. But, after landing on the Secret Service's Most Wanted List and serving his time, he's been reformed and now dedicated his career to helping consumers and online companies prevent fraud from people he used to be. [**Apple**](https://podcasts.apple.com/us/podcast/the-online-fraudcast-with-brett-johnson-karisse-hendrick/id1407373080?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3AGuIU42V1C2kbxnGOy93u?ref=supporthuman.cx) ### Digital Trust & Safety Insider URL: https://supporthuman.cx/resources/digital-trust-safety-insider/ Last updated: 2026-08-07T22:15:46.000Z At The Digital Trust & Safety Insider Podcast, we chat with people on all sides of the fraud fight: hackers, Secret Service agents, risk analysts, and reformed fraudsters-turned-business consultants. In an era when high-profile account takeovers and global malware attacks lead the headlines, Sift is the leader in Digital Trust & Safety. offering end-to-end intelligent automation to help businesses proactively stop fraud and achieve rapid growth without risk. [**Website**](https://rephonic.com/podcasts/trust-safety-in-numbers?ref=supporthuman.cx) **|** [**Apple**](https://geo.itunes.apple.com/us/podcast/id1257294275?ct=rephonic&mt=2&ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/2IQ1r4CMEPC2b1dz6DpCmY?ref=supporthuman.cx) **|** [**SoundCloud**](https://soundcloud.com/siftscience?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1257294275?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1257294275?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UCiy-7H0vmeAN7TWVbXcI0fg?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/1507698?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1257294275?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/channel/962333?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3426126?ref=supporthuman.cx) **|** [**Podcast Republic**](https://podcastrepublic.net/podcast/1257294275?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/p2739830?ref=supporthuman.cx) **|** [**RSS**](https://feeds.soundcloud.com/users/soundcloud:users:305140857/sounds.rss?ref=supporthuman.cx) ### Inspiring Women in CX URL: https://supporthuman.cx/resources/inspiring-women-in-cx/ Last updated: 2026-08-07T22:15:48.000Z By way of introduction, my name is Clare Muscutt and I have the pleasure of hosting and producing this new female-focused Customer Experience initiative. I had the idea that we needed a space for women when I appeared in CX Magazine’s Top 50 stars as the UK’s Top Female Influencer last year. It seemed strange to me that in a disproportionately female industry that the rest of the Top 5, were male. My newly found platform meant women started to reach out to me for help on social media and I found it surprising that they found me inspiring. I helped wherever I could, sharing my personal career story and experience of successes and ‘failures’ on the corporate road to starting my own company. I saw my mentees getting braver and felt tremendous pride at seeing them go for bigger opportunities, start their own blogs, try their hand at public speaking and some even make the jump to freelance. The theme that repeated over and over again in these conversations was the shared feeling of a lack of self-confidence to stand up and be noticed. And a lack of accessible female spaces with role models who openly share their experience of getting over similar challenges, to look up to. I found a community of awesome women through Instagram and reached out to them to get the conversation going. We started having ‘real-talk’ conversations on Zoom about our views on CX and experience of being women striving to achieve our goals. I found a collective across the globe who wanted to take part in building something ‘for the girls’ and by sharing our stories, together we found CX sisterhood. We have a dream to shine a light on more women in CX and inspire more of us to stand up and be noticed. We believe the CX world would benefit from a space dedicated to women and that a great place to start is to hear more of our stories… So, to begin with, I have handpicked a selection of the women I got to know, from around the world who have tremendous stories to tell that will be published here. Over time, I hope to get feedback on where you need more inspiration and introduce guests from other areas of interest such as health and wellbeing, business and social media skills to support the personal and professional development of women in our industry. Thank you so much for listening. If you’d like to join the sisterhood, please visit www.womenincx.community to subscribe to our list and be the first to get news and updates as we grow. [**Website**](https://womenincx.community/episodes?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/inspiring-women-in-cx/id1521918658?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/1xHz8J7Mw2Wtim0qUrpksm?%5Fga=2.44951331.668055422.1710977955-1392835771.1710977955&ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLqLfQr6Y%5FHB3KV3oyZvh8QrNxJzrG%5F2cn&ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/inspiring-women-in-cx-clare-muscutt-Ei2taLcCVMI/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/episode/https%3A%2F%2Fmcdn.podbean.com%2Fmf%2Fweb%2Fq2rt6u%2FLauretta%5FPodcast%5FAudio6z0fa.mp3&podcastId=3902514?ref=supporthuman.cx) **|** [**PodBean**](https://inspiring.womenincx.community/?ref=supporthuman.cx) **|** [**RSS**](https://www.podbean.com/site/podcatcher/index/blog/n3jM7eI8wTwV?ref=supporthuman.cx) ### Experience Action URL: https://supporthuman.cx/resources/experience-action/ Last updated: 2026-08-07T22:15:49.000Z How do we do this customer experience thing anyway? Join award-winning customer experience (CX) expert Jeannie Walters as she answers real questions from overwhelmed leaders! Let's turn ideas into ACTION! From company culture to employee experience (EX) to customer service, Jeannie wants to help you demystify the process for enriching the customer experience. With over 20 years investigating the best and worst in CX, this international keynote speaker has heard it all... and now she's here to give you the answers you need! You won't want to miss an episode! [**Website**](https://www.experienceactionpod.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/experience-action/id1658849783?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/2m4IcU7ED1LKaUYIFKKjF5?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8yMDkyOTYzLnJzcw==?ref=supporthuman.cx) **|** [**iHeartRadio**](https://iheart.com/podcast/105710532/?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1658849783?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/cn80uxmu?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1658849783?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/c92b5f14-605e-4770-8f70-2a151e8c9afd?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLluIdrTisHSg6mUBE36NFYvvXdJIjvK-7&ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-3424323?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1658849783?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1658849783?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/5518037?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/50c0a12f59ef4d158ea3a27e9d6f2044/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/4166174?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/experience-action-5003543?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/5895242?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/Experience-Action-p3107575/?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/2092963.rss?ref=supporthuman.cx) ### Support Heroes by Kaizo URL: https://supporthuman.cx/resources/support-heroes/ Last updated: 2026-08-07T22:15:50.000Z Support Heroes by Kaizo is a podcast made to celebrate Customer Support and develop the industry by sharing high-level insights in weekly, long-form discussions with expert guests. We want to shine a light on the contributions made by our brothers and sisters in the industry, and share best practices from some of our most trusted and talented colleagues. It's not very widely understood how tough it is to provide exceptional Customer Service, nor how much of an asset it is to companies looking to dominate the market. We'd like to change that misconception by putting Support Heroes from world-leading companies in the spotlight and connecting them to you- our dear listeners. [**Website**](https://kaizo.com/blog/tag/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/support-heroes-by-kaizo/id1539674000?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5kFeM3chsQzqVbSYpBt4jY?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly9mZWVkcy5zaW1wbGVjYXN0LmNvbS9FU0pkRGl5Qw%3D%3D&utm%5Fsource=simplecast&utm%5Fmedium=referral&utm%5Fcampaign=google%5Fpodcasts) **|** [**Amazon Music**](https://music.amazon.com/podcasts/8577c6b6-f9bb-4e02-8e43-839cfee2c889/support-heroes-by-kaizo?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/support-heroes-by-kaizo-kaizo-SoDbhxe3ZuK/?ref=supporthuman.cx) **|** [**RSS**](https://feeds.simplecast.com/ESJdDiyC?ref=supporthuman.cx) ### The CX Tipping Point URL: https://supporthuman.cx/resources/9-the-cx-tipping-point-podcast/ Last updated: 2026-08-07T22:15:52.000Z The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government. [**Website**](https://www.dorrisconsulting.com/thecxtippingpoint?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-cx-tipping-point/id1550607818?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6y6RYdNnnSxEMIaCEwVj3U?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/show/the-cx-tipping-point?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/1635853.rss?ref=supporthuman.cx) ### The CX Cast URL: https://supporthuman.cx/resources/the-cx-cast/ Last updated: 2026-08-07T22:15:54.000Z Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations. [**Website**](https://www.forrester.com/cx-cast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-cx-cast/id971915289?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7CpfsrRdKdCW9MJEkPZO2q?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/1010-forresters-cx-cast-28665045/?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/Ask-A-Sales-Leader-A-Forrester-Podcast-p1616590/?ref=supporthuman.cx) **|** [**RSS**](https://www.forrester.com/feed/cx-cast/?ref=supporthuman.cx) ### Repeat Customer URL: https://supporthuman.cx/resources/repeat-customer/ Last updated: 2026-08-07T22:15:55.000Z Why do we have nothing but love for some brands—and, hate others with a passion? Repeat Customer is all about examining truly great customer experiences: How companies create them, and why superfans love them so much. CEOs, chief customer officers, and industry experts reveal the inside stories of how iconic companies rose to prominence by solving pain points, reimagining touch points, disrupting traditional business models, and staking their entire success on inventive, customer-focused approaches. And die-hard superfans share stories of their (sometimes) zany expressions of brand love. Hosted by Mio Adilman, produced by Zendesk. New episodes every other Monday. [**Website**](https://www.zendesk.com/repeatcustomer/?ref=supporthuman.cx) **|** [**Apple**](https://itunes.apple.com/us/podcast/repeat-customer/id1381557563?mt=2&ign-mpt=uo%3D4&ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/0pX4WQkNr2LArIPGYJhtE5?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/pacific-content/repeat-customer?ref=supporthuman.cx) **|** [**RSS**](https://podcast.zendesk.com/repeatcustomer?%5Fga=2.61404709.803827841.1710977864-1247232176.1708738403&%5Fgl=1%2A10ixy5n%2A%5Fga%2AMTI0NzIzMjE3Ni4xNzA4NzM4NDAz%2A%5Fga%5FFBP7C61M6Z%2AMTcxMTA0MjM2NC41LjEuMTcxMTA0MjQ2OC41NC4wLjA.&ref=supporthuman.cx) ### Quality Conversations with Klaus URL: https://supporthuman.cx/resources/quality-conversations-with-klaus/ Last updated: 2026-08-07T22:15:56.000Z Quality Conversations with Klaus features stories of companies and individuals that go the extra mile to create an exceptional customer experience. Each episode features a positive customer service story, as well as actionable takeaways listeners can use to improve their own service. [**Apple**](https://podcasts.apple.com/us/podcast/quality-conversations-with-klaus/id1516647515?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/0WUBkWDkHF2qyZKxYRqeTD?si=504bda9437c24ee1&ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy8yMzMzMjA3MC9wb2RjYXN0L3Jzcw==?ref=supporthuman.cx) **|** [**RSS**](https://anchor.fm/s/23332070/podcast/rss?ref=supporthuman.cx) ### CX Decoded By CMSWire URL: https://supporthuman.cx/resources/cx-decoded-by-cmswire/ Last updated: 2026-08-07T22:15:57.000Z CX Decoded is our semi-monthly podcast designed to deliver insight from leaders in the customer experience and marketing industries. Each episode is designed to help you better understand the customer experience and the value it can add to your customers’ lives. [**Website**](https://www.cmswire.com/podcasts/cx-decoded/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/cx-decoded-by-cmswire/id1552894061?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/2OjbtFOOBAZ3mUCEvlmDqd?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9jeGRlY29kZWQubGlic3luLmNvbS9yc3M?ref=supporthuman.cx) **|** [**Pandora**](https://www.pandora.com/podcast/cx-decoded-by-cmswire/PC:58933?ref=supporthuman.cx) ### Customer Experience Insights URL: https://supporthuman.cx/resources/customer-experience-insights/ Last updated: 2026-08-07T22:15:58.000Z Customer Experience Insights from Genesys gives consultants, influencers, partners and customers insights into the latest technical and industry topics. Hosted by Scott Nagel, Genesys Consultant Program Manager, this bi-weekly series is a “must listen” for anyone who wants to stay on top of key industry trends, including Contact Center as a Service, workforce engagement management, AI, digital channels, bots, and more. [**Website**](https://consultantpodcast.genesys.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/customer-experience-insights/id1557504527?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/1xXE2vnLgYJZCShda2qoju?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly9jb25zdWx0YW50cG9kY2FzdC5nZW5lc3lzLmNvbS9mZWVkLnhtbA%3D%3D&ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/87d20202-8ef8-42d3-9654-a34f0c9ea76c?ref=supporthuman.cx) **|** [**PodBean**](https://r4j68.app.goo.gl/?link=https%3A%2F%2Fconsultantpodcast.genesys.com%3Faction%3DopenPodcast%26podcastId%3Dpbblog7916774%26podcastIdTag%3Dbdkei&dfl=https%3A%2F%2Fconsultantpodcast.genesys.com&utm%5Fcampaign=pb%5Fweb&utm%5Fsource=podbean%5Fweb&utm%5Fmedium=dlink&imv=670&amv=530&isi=973361050&ibi=com.podbean.app.podcast&ipbi=com.podbean.app.podcast&apn=com.podbean.app.podcast) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/The-Consultant-Podcast-from-Genesys-p1359272/?topicId=156675501&ref=supporthuman.cx) ### CX Conversations URL: https://supporthuman.cx/resources/cx-conversations/ Last updated: 2026-08-07T22:16:00.000Z What do businesses of all sizes value the most? Growth. But how do you grow in today’s rapidly changing environment? CX Conversations is a business, marketing, and customer experience podcast packed with stories showcasing how modern businesses are using customer experience to drive revenue and create life-long connections. Tune in to hear the success stories of the brands you love, and draw practical knowledge from experts making strides across industries. Hosted and produced by Kustomer. [**Website**](https://www.kustomer.com/blog/customer-service-secrets-podcast-launch/?ref=supporthuman.cx) **|** [**Apple**](https://www.kustomer.com/blog/customer-service-secrets-podcast-launch/?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/41TcLzjybViUmLzeqS1OU1?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/?feed=aHR0cHM6Ly93d3cuc3ByZWFrZXIuY29tL3Nob3cvNDIzODczMy9lcGlzb2Rlcy9mZWVk&ref=supporthuman.cx) ### CCW Digital URL: https://supporthuman.cx/resources/ccw-digital/ Last updated: 2026-08-07T22:16:01.000Z Examining the relationship between your company and your customer. [**Website**](https://www.customercontactweekdigital.com/podcasts?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/ccw-digital-a-customer-service-online-platform/id1232034471?ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/256-ccw-digital-a-customer-ser-31047134/?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/c/CCWDigital/playlists?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/1435186?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/ccw-digital-a-customer-service-online-iSMp4mlaOkc/?ref=supporthuman.cx) ### Practical AI: The Capacity for Good URL: https://supporthuman.cx/resources/practical-ai-the-capacity-for-good/ Last updated: 2026-08-07T22:16:02.000Z Practical AI: The Capacity for Good, is a podcast that explores the positive side of artificial intelligence. We speak with thought leaders about the intersection of AI automation, customer support, and customer experience. We dive into real-life stories of how AI has improved people's lives. Join us as we explore the many ways in which AI can be a force for good and hear from those who are using it to make a positive impact on the world. [**Website**](https://capacity.com/resources/?%5Fsft%5Fresource%5Ftype=podcasts&ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/practical-ai-the-capacity-for-good/id1691342130?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/46D1guYSJVK1BXMOrvHSfZ?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5iY2FzdC5mbS9wcmFjdGljYWwtYWktdGhlLWNhcGFjaXR5LWZvci1nb29k?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/show/1072109?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1691342130?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1691342130?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1691342130?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/2d181707-a21b-4328-b6bf-d0e739f95892/practical-ai-the-capacity-for-good?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-3482033?ref=supporthuman.cx) **|** [**Deezer**](https://deezer.com/show/6135205?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/practical-ai-the-capacity-for-good-capacity-2yLjVRKP46E/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/practical-ai-the-capacity-for-5360662?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/6416369?ref=supporthuman.cx) ### Customer Experience Leaders Chat URL: https://supporthuman.cx/resources/customer-experience-leaders-chat/ Last updated: 2026-08-07T22:16:03.000Z Customer Experience Leaders Chat is a place where we talk to support professionals from all over the world and discuss what’s behind their team's success. This interview is brought to you by Nicereply - an all-in-one customer satisfaction tool. [**Website**](https://www.nicereply.com/resources?ref=supporthuman.cx#podcasts) **|** [**Apple**](https://podcasts.apple.com/sk/podcast/customer-experience-leaders-chat/id1523620956?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/4hbNd90szanop0HqPuBize?si=2URUUUztRIKbbKuLV1uNrw&ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9hbmNob3IuZm0vcy8yYWVlNjE4MC9wb2RjYXN0L3Jzcw?sa=X&ved=0CAMQ4aUDahcKEwio28Hn7bHtAhUAAAAAHQAAAAAQAQ&ref=supporthuman.cx) ### Creating Disney Magic URL: https://supporthuman.cx/resources/creating-disney-magic/ Last updated: 2026-08-07T22:16:04.000Z Lee Cockerell shares his wisdom and experience from his time as the Executive Vice President of Operations for Walt Disney World. Along with host Jody Maberry, Lee discusses how you can apply lessons in leadership, management, and customer service to create magic in your organization. [**Website**](https://jodymaberry.com/creating-disney-magic/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/creating-disney-magic/id954054965?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6ThERLxDTQlf16TBNyVPPS?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9kaXNuZXltYWdpYy5saWJzeW4uY29tL3Jzcw?hl=en&ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/53-creating-disney-magic-27210321/?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/jody-maberry/creating-disney-magic?ref=supporthuman.cx) ### Unchurned URL: https://supporthuman.cx/resources/unchurned/ Last updated: 2026-08-07T22:16:05.000Z The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. With each episode, our hosts - Kristi Faltorusso, Jon Johnson, Josh Schachter, and special guests uncover the secrets of top leaders and innovators of companies so that you can advance your career and the performance of your customer success team. [**Website**](https://blog.update.ai/blog/category/unchurned-podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/unchurned/id1635997357?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7trN4hMpLdFrQDBzDKs7w2?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/channel/UCMWa48gD%5Fj5Ley9PDpohyNg?ref=supporthuman.cx) ### Customerland URL: https://supporthuman.cx/resources/customerland/ Last updated: 2026-08-07T22:16:07.000Z ![](https://podcasts.apple.com/assets/artwork/1x1-42817eea7ade52607a760cbee00d1495.gif) Customerland is a podcast about …. Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about. So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home. [**Website**](https://thecustomer.net/category/podcasts/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/au/podcast/customerland/id1701841428?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/72aVXvcr8ifNUpsbR0dST4?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8yMTQ0MTMyLnJzcw==?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/f858624b-97d2-48b8-8399-9d940ee0c682/customerland?ref=supporthuman.cx) ### The Delighted Customers Podcast URL: https://supporthuman.cx/resources/the-delighted-customers-podcast/ Last updated: 2026-08-07T22:16:08.000Z According to a Bain Consulting study, 80% of CEO’s believe their companies deliver a superior customer experience but only 8% of their customers agree. I talk to guests with a wide range of expertise, who share meaningful insights and wisdom to help you close that gap. We give you practical tips, proven frameworks, and share ways to help you delight YOUR customers. [**Website**](https://www.empoweredcx.com/podcast?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/delighted-customers-podcast/id1635863804?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/67hea1Hnu0fFjMA6ZSKTkX?si=98498c2c3bfe4988&nd=1&ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS8yMDE1OTQ5LnJzcw?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PL-BawE82qIM2OrBWv9PMRn7SCYy3DPmIn&ref=supporthuman.cx) ### The CX Leader Podcast URL: https://supporthuman.cx/resources/the-cx-leader-podcast/ Last updated: 2026-08-07T22:16:09.000Z The CX Leader Podcast provides insights for customer experience (CX) and experience management (XM) leaders to improve their business results by unlocking the potential of their customer experience, helping their customers and prospects want to do more business with them. The CX Leader Podcast is produced by Walker, an experience management consulting firm that helps companies accelerate their XM success. [**Website**](https://cxleaderpodcast.com/?ref=supporthuman.cx) **|** [**Apple**](https://itunes.apple.com/us/podcast/cx-leader-podcast-with-steve-walker/id1333151301?mt=2&ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/72pEpu7IH5WINDlhnJBURh?si=SgsoRU-BReGt8V%5FKkCanjQ&ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/263-CX-Leader-Podcast-w-29133778?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/walker-information/cx-leader-podcast-with-steve-walker?ref=supporthuman.cx) **|** [**YouTube**](https://walkerinfo.tv/?ref=supporthuman.cx) ### Beyond the Queue URL: https://supporthuman.cx/resources/beyond-the-queue/ Last updated: 2026-08-07T22:16:10.000Z Welcome to Beyond the Queue, a biweekly podcast by Stonly that looks at the human side of customer support leadership. In each episode, we talk with customer support leaders from companies like Shopify, Patreon, Gong, Loom, and more about their career journeys, how they build and scale their teams, and what advice they have for up-and-coming support leaders. [**Website**](https://stonly.com/podcasts?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/beyond-the-queue-inside-customer-support/id1563965008?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/2OhRSCG1qt7Cpe1ETcPQ8Q?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5yZXNvbmF0ZXJlY29yZGluZ3MuY29tL2JleW9uZC10aGUtcXVldWUtaW5zaWRlLWN1c3RvbWVyLXN1cHBvcnQ?sa=X&ved=0CAMQ4aUDahcKEwjotMv%5FkoSFAxUAAAAAHQAAAAAQAQ&ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/cc808868-52f4-41f0-8335-7e390c08e586/beyond-the-queue-inside-customer-support?ref=supporthuman.cx) ### Customer Experience University URL: https://supporthuman.cx/resources/customer-experience-university/ Last updated: 2026-08-07T22:16:11.000Z Joseph Michelli is an organizational consultant, professional speaker and New York Times #1, Wall Street Journal, USA Today and Businessweek Magazine bestselling business author. He has consulted with and written books about leadership and customer experience at brands like Starbucks, Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, and the Pike Place Fish Market. This podcast offers practical leadership tips gained from great businesses - large and small. It will spark you and your company to drive engagement loyalty and advocacy among your people and customers. [**Website**](https://www.josephmichelli.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/customer-experience-university-winning-loyalty-engagement/id186584231?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/2H8Rz1uCMu9giW70vYMERo?ref=supporthuman.cx) **|** [**PodBean**](https://drjosephm.podbean.com/?ref=supporthuman.cx) ### Press 1 For Nick URL: https://supporthuman.cx/resources/press-1-for-nick/ Last updated: 2026-08-07T22:16:13.000Z ![](https://podcasts.apple.com/assets/artwork/1x1-42817eea7ade52607a760cbee00d1495.gif) 312 episodes Learn from Leaders (Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, and Disney), best-selling authors (Matt Dixon, Laura Gassner Otting, Kindra Hall, Joey Coleman), and other fascinating people like Hostage Negotiators, Authors, Scientists, TEDX Speakers, and Researchers. Each episode features topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Employee Experience, Contact Center, Culture, Personalization, Storytelling, and more. The host of this podcast, Nick Glimsdahl uncovers insights and ideas that you can apply today. [**Website**](https://press1fornick.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/press-1-for-nick/id1513628159?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3PeLpj5X2W92CgEgPtdfEQ?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/search/press%201%20for%20nick?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/c078e8dc-76eb-4fb7-8aa3-ec50e627d331/Press-1-for-Nick?ref=supporthuman.cx) ### Radically Personal URL: https://supporthuman.cx/resources/radically-personal/ Last updated: 2026-08-07T22:16:14.000Z The world has changed. The way we as consumers communicate, transact, and how we expect to be treated by the companies we buy from; it's all changed. Which means it’s time to get Radically Personal with your customers. Radically Personal isn’t just a buzzword— it’s a customer service movement. It puts the customer at the heart of everything a company does. The result? A stronger connection with your customers, increased loyalty, and even branded tattoos! In each episode of Radically Personal, Gladly CEO, Joseph Ansanelli, connects with radically personal customer service leaders at the world’s most beloved brands. If you’re in the business of customers and curious to learn how these change agents built a Radically Personal service culture that drives their company’s growth, this podcast is for you. [**Website**](https://www.gladly.com/radically-personal-podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/radically-personal/id1496838533?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7kc3QuiAlZPJ7dTa1ujFJe?ref=supporthuman.cx) ### Experience This! URL: https://supporthuman.cx/resources/experience-this/ Last updated: 2026-08-07T22:16:15.000Z Welcome to Experience This! where you’ll find inspiring examples of customer experience, great stories of customer service, and tips on how to make your customers love you even more. Always upbeat and the definitely entertaining, customer retention expert Joey Coleman and social media expert Dan Gingiss serve as your hosts for a weekly dose of positive customer experience. This show will help you attract and keep more customers so you can grow your business, increase your profits, and have more fun in the process. A fun collection of quick-hit segments filled with deep learning and takeaways, you don’t want to miss this audio experience! [**Website**](https://dangingiss.com/experience-this/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/experience-this/id1290280716?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3MPsW3Z8d327n6Cn3yiBSE?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9leHBlcmllbmNldGhpcy5saWJzeW4uY29tL3Jzcw?sa=X&ved=0CBAQ27cFahgKEwiY9LLZpsn5AhUAAAAAHQAAAAAQswE&ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/show/experience-this?ref=supporthuman.cx) ### Crack the Customer Code URL: https://supporthuman.cx/resources/crack-the-customer-code/ Last updated: 2026-08-07T22:16:17.000Z Crack the Customer Code is dedicated to helping business professionals, small business owners, and customer-facing professionals learn the ins and outs of creating great customer experiences. With interviews and insights from a wide range of experts in the field, Crack the Customer Code will explore both timely and timeless topics, from how to increase customer loyalty through social media to why customers are more prone to lose control with companies nowadays. Crack the Customer Code provides a peek behind the curtain of what customer experience professionals really know about customers and how to make them happy and keep them loyal. [**Website**](https://customersthatstick.com/podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/bf/podcast/crack-the-customer-code/id947735005?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/7B7C34hjECntG0rFdmsbSX?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLbdLDZsrx-XfMkCAVKSes6Ae3aDIit5IT&ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/crack-the-customer-code-adam-and-jeannie-dWSjLNyi5O%5F/?ref=supporthuman.cx) **|** [**PodBean**](https://www.podbean.com/podcast-detail/yvenw-4e1b4/Crack-the-Customer-Code-Podcast?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/crack-the-customer-code-57402?ref=supporthuman.cx) ### Future of Customer Service URL: https://supporthuman.cx/resources/future-of-customer-service/ Last updated: 2026-08-07T22:16:18.000Z The "Future of Customer Service" podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Hear their perspective on challenges and opportunities. The podcast is specifically designed for Directors, Vice Presidents, CEOs, Support Leaders, Support Engineers and Chief Customer Officers. This podcast is hosted by Jordi Torras, and brought to you by Inbenta. [**Apple**](https://podcasts.apple.com/gb/podcast/future-of-customer-service/id1533278093?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3jweTe4AHN5sM3eVjABiLW?ref=supporthuman.cx) ### Customer Experience Superheroes URL: https://supporthuman.cx/resources/customer-experience-superheroes/ Last updated: 2026-08-07T22:16:20.000Z Insights, ideas and inspiration from the world of Customer Experience. With particular emphasis on people, brands and experiences which are 'superhero' like in their status. Either they define best in class or are pushing the boundaries for the next generation of customer experience. [**Website**](https://customerexperiencesuperheroes.buzzsprout.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/customer-experience-superheroes/id1488629481?uo=4&ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/0BUUZykeQizXph2mhNJlaj?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/?feed=aHR0cHM6Ly9mZWVkcy5idXp6c3Byb3V0LmNvbS83MjYwMjEucnNz&ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/61498821?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1488629481?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/itunes/1488629481?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1488629481?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.com/podcasts/customerexperiencesuperheroes?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/series-2801423?ref=supporthuman.cx) **|** [**Goodpods**](https://www.goodpods.com/podcasts-aid/1488629481?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/vic/1488629481?ref=buzzsprout) **|** [**Deezer**](https://www.deezer.com/show/1828402?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/c/4972f0bc6ed547089777df9eec777284/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/2788492?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/customer-experience-superheroe-1481876?ref=supporthuman.cx) **|** [**Podfriend**](https://web.podfriend.com/podcast/1488629481?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/259275?ref=supporthuman.cx) **|** [**RSS**](https://feeds.buzzsprout.com/726021.rss?ref=supporthuman.cx) ### The Customer Service Revolution URL: https://supporthuman.cx/resources/the-customer-service-revolution-podcast/ Last updated: 2026-08-07T22:16:21.000Z Customer service, done right, can be your company’s single, biggest, competitive advantage. Join Customer Service Authority and best-selling author, John DiJulius, as he interviews leaders who are revolutionizing their industries. Hear their successes, and sometimes failures, that built best practices for exceeding expectations and gaining market share. Plus learn how these practices can be applied to your B2B or B2C business. Each episode provides CEOs, CXOs, COOs, CMOs, CHROs and other customer experience leaders with actionable tips to create a culture that produces referrals, loyalty and rave reviews from employees and customers. It’s not a podcast. It’s a movement. The Customer Service Revolution is a radical overthrow of conventional business mentality designed to transform what customers and employees experience. If you’re a revolutionary customer service leader ready to stop competing on price and obsessed with building a brand that people cannot live without, and, this podcast is for you! [**Website**](https://thedijuliusgroup.com/the-customer-service-revolution-podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/customer-service-revolution/id1508030596?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/3Ll8nNInkJpD9Da5XICk6t?ref=supporthuman.cx) **|** [**Google Podcasts**](https://www.google.com/podcasts?feed=aHR0cHM6Ly90aGVjdXN0b21lcnNlcnZpY2VyZXZvbHV0aW9uLmxpYnN5bi5jb20vcnNz&ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/pay-play-profit/customer-service-revolution?ref=supporthuman.cx) ### Customer Service Academy URL: https://supporthuman.cx/resources/customer-service-academy/ Last updated: 2026-08-07T22:16:22.000Z Great customer service is the key to unlocking unparalleled sales growth. Customer Service Academy Radio features customer experience expert and award winning speaker Tony Johnson. Tony will share how to deliver the very best service to your customers and grow your business. Tony will interview leaders from best-in-class organizations and share his common sense approach to business success. Tony has led large and diverse teams in the restaurant, retail, and corporate spaces for decades and will share strategies and tactics that work in the real world on the front lines of service. Who's ready to IGNITE YOUR SERVICE! [**Website**](https://tonyjohnson.libsyn.com/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/customer-service-academy/id1148182610?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/71igoHClLHwvYSjRhK1afj?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/1257748?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/customer-service-academy-tony-johnson--Igzv%5FrPsQ7/?ref=supporthuman.cx) **|** [**RSS**](http://feeds.libsyn.com/83120/rss?ref=supporthuman.cx) ### REALLY Know Your Customer URL: https://supporthuman.cx/resources/really-know-your-customer/ Last updated: 2026-08-07T22:16:23.000Z Growing the company. It’s the CEO’s #1 priority. And yet oftentimes a gap exists between the strategies of the CEO and the demands of customers. This strategic gap slows growth and erodes your competitive edge while exposing your organization to unnecessary risks. By gaining a deep awareness and understanding of this chasm, CEOs can lead the charge to align the strategy, promises and experience to gain customer loyalty and advocacy and eliminate the friction that can open the door for a mass exodus to the competitor. If you’re in the C-Suite and concerned about the growth and velocity of your company, REALLY Know Your Customer is the podcast for you. Let Betsy Westhafer and Tony Bodoh be your guides to show you how to close the strategic gap that exists between your company and your customers. With insights from experienced executive-level guests, this podcast will change the way you think as a leader and will challenge your views on how to build a winning strategy supported by operations and tactics that leverage your key customer relationships. [**Website**](https://thecongruitygroup.com/podcasts/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/really-know-your-customer/id1515310420?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/1TcKDzAwZ4jVKVWN9Zl6CC?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLAzNVe9Ri2B3l3nee1mdXtIyA%5FnshBmuD&ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/really-know-your-customer-betsy-westhafer-vwLzCnj%5FrqK/?ref=supporthuman.cx) ### CX Pulse by NICE URL: https://supporthuman.cx/resources/cx-pulse-by-nice/ Last updated: 2026-08-07T22:16:24.000Z Every week, we will talk with Customer Experience experts about what you need to do to be at the top of your industry by providing customers the service that customers expect. Hear about the latest CX trends and best practices on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction and contact Center Solutions - including practical steps you can apply now. [**Website**](https://www.nice.com/resources/cx-pulse?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/cx-pulse/id1572533531?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/1VwL5jbv1IQfDFqFTSzCH8?ref=supporthuman.cx) ### Conversations with Zendesk URL: https://supporthuman.cx/resources/conversations-with-zendesk/ Last updated: 2026-08-07T22:16:26.000Z Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business. On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you. We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code. [**Website**](https://www.zendesk.com/blog/tags/conversations-with-zendesk-podcast/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/conversations-with-zendesk-interviews-about-customer/id1685847701?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/0Snmspz66uGznq6rnePp4R?go=1&sp%5Fcid=ff846af7fa7b292e8624559ee0b324d2&utm%5Fsource=embed%5Fplayer%5Fp&utm%5Fmedium=desktop&nd=1&dlsi=f8540dd4938b4423) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLb00xo9zloI512qmnTf6qDhJMy%5FqLlmfe&ref=supporthuman.cx) **|** [**RSS**](https://www.zendesk.com/public/assets/sitemaps/en/feed.xml?ref=supporthuman.cx) ### In Before the Lock URL: https://supporthuman.cx/resources/in-before-the-lock/ Last updated: 2026-08-07T22:16:27.000Z In Before The Lock is a podcast from Erica Kuhl and Brian Oblinger about community, customer experience, and leadership at scale. [**Website**](https://ib4tl.fm/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/in-before-the-lock/id1509551373?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5I7meOckpn9pRCfgoo5upj?si=Rx6ceUP1QmyeouCwX7SeUw&ref=supporthuman.cx) **|** [**iHeartRadio**](https://www.iheart.com/podcast/269-in-before-the-lock-62401472/?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/ib4tl?ref=supporthuman.cx) **|** [**Overcast**](https://overcast.fm/itunes1509551373/in-before-the-lock?ref=supporthuman.cx) **|** [**Pocket Casts**](https://pca.st/9te6nulo?ref=supporthuman.cx) **|** [**Castro**](https://castro.fm/itunes/1509551373?ref=supporthuman.cx) **|** [**Audible**](https://www.audible.com/pd/In-Before-The-Lock-Podcast/B08K561N6P?pf%5Frd%5Fp=83218cca-c308-412f-bfcf-90198b687a2f&pf%5Frd%5Fr=PP9E027W41KRKN25359X&qid=1612030614&ref=a%5Fsearch%5Fc3%5FlProduct%5F1%5F1&sr=1-1) **|** [**Amazon Music**](https://music.amazon.com/podcasts/4233a7de-f93b-461f-a225-8836c3de29f7/In-Before-The-Lock?ref=supporthuman.cx) **|** [**Playapod**](https://playapod.com/feed/d13c08d2b828fe93fc231ba6e47c61e2?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/in-before-the-lock?ref=supporthuman.cx) **|** [**Castbox**](https://castbox.fm/channel/id2788882?country=us&ref=supporthuman.cx) **|** [**Himalaya**](https://www.himalaya.com/business-podcasts/in-before-the-lock-1982031?ref=supporthuman.cx) **|** [**Luminary**](https://luminarypodcasts.com/listen/ib4tl/in-before-the-lock/6002ad0d-f5c1-49c2-9ab6-321e9e3be0ef?ref=supporthuman.cx) **|** [**PodBean**](https://www.podbean.com/podcast-detail/6c8nb-c89bf/In-Before-The-Lock-Podcast?ref=supporthuman.cx) **|** [**The Podcast App**](https://podcast.app/in-before-the-lock-p1150029/?ref=supporthuman.cx) **|** [**TuneIn**](https://tunein.com/podcasts/Business--Economics-Podcasts/IB4TL-p1318384/?ref=supporthuman.cx) ### Knowledge Cast URL: https://supporthuman.cx/resources/knowledge-cast/ Last updated: 2026-08-07T22:16:28.000Z Knowledge Cast looks into the world of Knowledge Management through interviews with advocates in the industry and people who have implemented knowledge management in their organization. [**Website**](https://enterprise-knowledge.com/category/strategy-design/?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/knowledge-cast-by-enterprise-knowledge/id1531899005?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/5I1nckaU8jljYxdaqmdrnC?ref=supporthuman.cx) ### New Things in Customer Education URL: https://supporthuman.cx/resources/new-things-in-customer-education/ Last updated: 2026-08-07T22:16:29.000Z Rishabh Bhandari, Founder & CEO at Content Beta, hosts podcasts with thought-leaders and experts of the industry discussing how to strategize, scale and grow with product marketing and customer education. [**Spotify**](https://open.spotify.com/show/1187KaLv34TuwlTuhCGJ8a?ref=supporthuman.cx) **|** [**YouTube**](https://www.youtube.com/playlist?list=PLRvVyxL4rqqs6eWtwuPakTyJ5RpXUwPI2&ref=supporthuman.cx) ### CELab URL: https://supporthuman.cx/resources/celab/ Last updated: 2026-08-07T22:16:30.000Z CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks. [**Website**](https://customer.education/episodes/?ref=supporthuman.cx) **|** [**Apple**](https://itunes.apple.com/us/podcast/celab-the-customer-education-lab/id1442755179?mt=2&ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/6mEggHTNts7eMgmzbUVKib?ref=supporthuman.cx) **|** [**Google Podcasts**](https://playmusic.app.goo.gl/?ibi=com.google.PlayMusic&isi=691797987&ius=googleplaymusic&apn=com.google.android.music&link=https://play.google.com/music/m/Ipdeu3nmllwchzuydcuco6jprsm?t%3DCustomer%5FEducation%5FLabs%26pcampaignid%3DMKT-na-all-co-pr-mu-pod-16&ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/podcast/celab?refid=stpr&ref=supporthuman.cx) ### The Support Automation Show URL: https://supporthuman.cx/resources/the-support-automation-show/ Last updated: 2026-08-07T22:16:31.000Z Welcome to The Support Automation Show, a podcast by Capacity, hosted by Justin Schmidt. We host conversations with leaders in customer or employee support who are using technology to answer questions, automate processes, and build innovative solutions to any business challenge. [**Website**](https://podcasts.bcast.fm/the-support-automation-show?ref=supporthuman.cx) **|** [**Apple**](https://podcasts.apple.com/us/podcast/the-support-automation-show/id1571893217?ref=supporthuman.cx) **|** [**Spotify**](https://open.spotify.com/show/069mH6X2xgMyxjFs977T3c?ref=supporthuman.cx) **|** [**Google Podcasts**](https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5iY2FzdC5mbS90aGUtc3VwcG9ydC1hdXRvbWF0aW9uLXNob3c?ref=supporthuman.cx) **|** [**Stitcher**](https://www.stitcher.com/show/the-support-automation-show?ref=supporthuman.cx) **|** [**Amazon Music**](https://music.amazon.co.uk/podcasts/27bb9bfb-b01a-45b6-83d9-d8b03e59aaa8/The-Support-Automation-Show?ref=supporthuman.cx) **|** [**PlayerFM**](https://player.fm/series/the-support-automation-show?ref=supporthuman.cx) **|** [**Breaker**](https://www.breaker.audio/the-support-automation-show?ref=supporthuman.cx) **|** [**Listen Notes**](https://www.listennotes.com/podcasts/the-support-automation-show-capacity-KMTlonWZutQ/?ref=supporthuman.cx) **|** [**Podcast Addict**](https://podcastaddict.com/podcast/3390199?ref=supporthuman.cx) **|** [**Podchaser**](https://www.podchaser.com/podcasts/the-support-automation-show-1944714?ref=supporthuman.cx) **|** [**Podcast Index**](https://podcastindex.org/podcast/4012467?ref=supporthuman.cx) _Includes the latest 500 public posts. Use `/sitemap.xml` for the complete archive of public content._