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Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.Affirm is committed to building lasting partnerships with merchants for long term growth and ongoing revenue generation. In this role, you will work with some of our largest online ticket marketplaces and travel partners to set the strategic direction of their programs, build internal advocacy and understanding of the Affirm platform, and implement initiatives that will expand usage of Affirm within their channels. The Client Success position is a high-profile, customer-facing role requiring outstanding relationship management and program management skills. This person will report to the Director, Client Success. What you'll do <ul> <li>Lead and co-manage a portfolio of key accounts to develop long-term business relationships</li> <li>Implement a proactive client management strategy to encourage retention and growth with our merchant partners</li> <li>Analyze merchant performance and recommend programs to drive revenue growth and deliver a measurable return on investment</li> <li>Promote marketing best practices and optimization strategies with our merchant partners</li> <li>Track and proactively share insights with internal and external stakeholders to build industry expertise and drive innovative strategy</li> <li>Collaborate cross-functionally across our Analytics, Credit, Technical, Marketing, and Product teams to improve the Affirm offering for our merchants</li> </ul> What we look for <ul> <li>Bachelor’s degree with at least 5-7 years of enterprise customer-facing experience</li> <li>Online ticket marketplaces and/or online travel industry experience and expertise a plus</li> <li>Knowledge of e-commerce preferred</li> <li>Excellent relationship management skills, with the ability to influence outcomes and navigate large, complex merchant organizations</li> <li>Excellent presentation and data organization skills. Proficiency in Google Workspace (e.g. Gmail, Docs, Sheets, Slides, Drive)</li> <li>Experience in managing cross-functional projects with a high attention to detail</li> <li>Strong written and verbal communication skills</li> <li>Excellent problem-solving and analytical abilities</li> <li>Previous new business sales experience is a plus (not required)</li> </ul> Pay Grade - H Equity Grade - 5 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, which includes the annual base pay and the sales incentive target. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) USA On Target Earnings (CA, WA, NY, NJ, CT) per year: $125,000 - $175,000 USA On Target Earnings (all other U.S. states) per year: $110,000 - $160,000 Please note that visa sponsorship is not available for this position. #LI-Remote Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities. We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: <ul> <li>Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents </li> <li>Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses</li> <li>Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge</li> <li>ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount</li> </ul> We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirm's <a href="https://docs.google.com/document/d/e/2PACX-1vRojeMpOCLuwt8xdkvjZStXkjQAHyOmnPgEPYdn7p4ed6G_ztjUE45tCIpbFxRZOA/pub" target="_blank">Global Candidate Privacy Notice</a> and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Affirm

Associate Client Success Manager - Travel & Ticket Marketplaces

<h2>What's the role?</h2> This role is responsible for influencing and serving all Hilti customers; including internal Hilti customers (i.e. field account managers) and/or other Hilti team members who have direct relationships with the Hilti customer experience. This position is accountable for achieving profitable sales, providing timely and appropriate customer service, and technical expertise with strong orientation to understanding a customer’s specialized needs and requirements, ensuring the successful achievement of the company’s objectives and growth within their assigned Market Organization. <h2>Who is Hilti?</h2> At Hilti, we are a passionate global team committed to making construction better. As a trusted partner for productivity, safety, and sustainability, we provide our customers innovative solutions that impact the buildings, roads, and infrastructure people rely on every day. Hilti is where individuals grow lasting careers by exploring possibilities, maximizing their potential, owning their development, and making a real difference every day. <h2>What does the role involve?</h2> <ul> <li> Provide outstanding inbound services to our internal and external customers including consultative sales, technical inquiries, and support </li> <li> Must understand appropriate handling of specialized market segments including Federal and State Government, Rental, Automotive, Mining, Nuclear, etc. including strong organizational awareness of how to work high, deep, and wide within large organizations </li> <li> Understand and present Hilti's Channel Strategy and New Product and Trade Strategy </li> <li> Responsible for sustaining and continuing knowledge of existing and new products and applications </li> <li> Strong knowledge level of Hilti Online to increase overall customer base, drive online sales and troubleshoot online customer issues• Ability to handle transactions involving customers’ terms and conditions in accordance to Hilti's legal guidelines and any applicable regulatory standards </li> <li> Utilize SSS to convert prospects into buying customers to support Hilti's Growth Strategy </li> <li> Responsible for receiving and processing inbound calls, faxes, emails, chat function, repair and technical inquiries from both customers and field sales personnel </li> <li> Successful time management skills to provide quality service with 60 - 75 customer contacts per day </li> </ul> <blockquote> Two percent of Hilti's annual net income is invested in projects of the Hilti Foundation. </blockquote> <h2>What do we offer?</h2> In addition to a competitive base salary and exciting bonus potential, we offer a robust benefits package including a generous paid time off policy that includes vacation, personal days, health &amp; wellness, and 2 days per year to give back in your local community, paid family leave, educational reimbursement and student loan assistance, RPP matching, medical/dental/vision coverage, and a variety of other benefits to fit the needs of our employees. We will give you the tools you need to succeed through hands-on integration training and will support your continued professional development through ongoing training and mentoring, targeted leadership programs, and opportunities for international assignments in any of the 120+ countries in which we operate. <h2>What you need is:</h2> <ul> <li> Verbal and written fluency in English and Spanish </li> <li> High School diploma or GED required; Bachelor’s degree preferred </li> <li> Previous customer service and/or sales skills required </li> <li> Strong knowledge of computer systems such as SAP, Microsoft Word, Excel strongly preferred </li> <li> Be able to thrive both independently and in a team environment </li> <li> • Strong technical and customer relationship management skills required </li> <li> Ability to multitask, prioritize, and manage time effectively </li> <li> Excellent written, verbal, and presentation skills </li> <li> Drive to develop strong and sustainable customer relationships </li> <li> Mobility and desire to develop preferred </li> </ul> <h2>Why should you apply?</h2> We're a big company with a family-owned feel. You will be given the opportunity to make big changes that will ripple throughout the industry while feeling right at home with the Hilti family. Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

HILTI

Bilingual Customer Service Representative

City of Tulsa

CUSTOMER ACCOUNT REPRESENTATIVE II (FINANCE)

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.About The Role Affirm’s Customer Advocacy and Retention (CAR) team houses our customer advocacy experts. When customers share their painful experiences with Affirm, the CAR team has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for these customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships. As a Customer Advocacy Associate Lead, you'll be empowered as the Voice of Affirm to use exceptional service and product expertise to solve highly complex complaints and lead a team of Customer Advocacy Associates. The team facilitates communication and coordination among cross functional partners to identify the root causes and validity of the complaint, and uses a compliance and risk-based mindset to evaluate options and appropriate solutions to drive resolution. This role serves not only to help customers with the issues they encounter, but to help Affirm learn from each interaction, making our product as seamless as possible. See an opportunity to improve customer trust or our team's operations at scale? You'll drive this as the Voice of the Customer. Key Attributes <ul> <li> Experience as a people manager </li> <li> Commitment to service delivery and customer centric resolutions </li> <li> Process improvement mindset </li> <li> Instinctual problem-solving skills </li> <li> Strong critical thinking and analytical skills </li> <li> Sound judgment and strong sense of accountability </li> <li> Ability to drive initiatives with multiple stakeholders </li> <li> Strong written and verbal communication skills, to concisely and accurately communicate complex topics </li> </ul> What you’ll do Manage a team of Customer Advocacy Associates <ul> <li> Encouraging and managing strong performance using multiple performance metrics like cases per hour/day, average handle time, quality assurance and others to gauge success </li> <li> Engaging and motivating the team to operate effectively through fast-paced change </li> <li> Working with recruiting team to hire and onboard new team members and maintain a high performing team </li> <li> Vigilant focus on potential policy and procedure risks as it pertains to complaint review and response process </li> </ul> Deliver exceptional customer experience <ul> <li> Solve complex customer issues efficiently, effectively, and empathetically. </li> <li> Review and respond to highly escalated complaints in a timely manner exemplifying empathy to help reinforce and shape the “voice of Affirm”. </li> <li> Communicate with customers using email, and when appropriate, phone. </li> <li> Represent the complaints team in working groups and project work streams as a subject matter expert to ensure consistent and delightful customer service is maintained. </li> </ul> Drive continuous improvement <ul> <li> Hyper-focused on cross-functional collaboration to drive resolution and improvement to customer issues. Engaging with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems. </li> <li> Naturally driven to improve processes to more effectively service our customers. </li> <li> Improve our internal complaints management program. </li> <li> Strong data analysis skills to review and report on complaint data to find trending pain points, and identify product opportunities. </li> <li> Improve our resources and tools available for our customers to enable customer education and streamline service. </li> </ul> Grow your financial services expertise <ul> <li> Be a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements </li> </ul> What we look for <ul> <li> 1+ years of people management experience in a customer operations role </li> <li> 3+ years experience in customer support/service delivery role </li> <li> Independent worker, motivated to execute without instruction or supervision </li> <li> Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty </li> <li> Team player. Enjoys working in a collaborative environment and knows how to effectively communicate across multiple teams and levels </li> <li> Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice </li> <li> An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement </li> <li> Strong customer empathy and service level focus </li> <li> Proactive thinker constantly seeking improvement opportunities in work </li> </ul> Pay Grade - I Equity Grade - 4 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) USA base pay range (CA, WA, NY, NJ, CT) per year: $115,000 - $150,000 USA base pay range (all other U.S. states) per year: $102,000 - $142,000 Please note that visa sponsorship is not available for this position. #LI-Remote Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities. We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: <ul> <li>Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents </li> <li>Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses</li> <li>Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge</li> <li>ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount</li> </ul> We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirm's <a href="https://docs.google.com/document/d/e/2PACX-1vRojeMpOCLuwt8xdkvjZStXkjQAHyOmnPgEPYdn7p4ed6G_ztjUE45tCIpbFxRZOA/pub" target="_blank">Global Candidate Privacy Notice</a> and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Lead, Customer Advocacy

<a href="#">Apply</a> Description JOB SUMMARY: Provide people with diverse support needs training and assistance in such as daily living skills, leisure/social activities, personal hygiene skills, social skills and vocational skills, etc. This is an hourly paid position. (Non-exempt) ESSENTIAL JOB FUNCTIONS: <ol> <li>Train, guide or assist in personal hygiene, clothing care, mobility, taking medications, managing money, meal planning/preparation, household care, communication, community participation (religious, political, recreational, etc.), health maintenance (nutrition, medical/dental appointments, physical exercise, immunizations, etc.), safety skills and human relations.</li> <li>Coordinate or provide instruction in vocational skills. Identify areas where assisted techniques may be useful at a job site. Develop and utilize natural supports to integrate the person into the work environment. Report progress to individual’s Team to develop vocational activities when job placement is not appropriate. Document and maintain task analysis for job placement/assessments, billings and vocational profiles.</li> <li>Assist in achieving maximum potential toward self- determination. Encourage independence and inclusion regardless of community, social or vocational circumstance. Participate in the identification of strengths, interests and needs of the person to ensure maximum development and goal attainment. Interact to promote self-esteem, confidence and morale as well as ensuring the happiness and well being of each person served.</li> <li>Work cooperatively with all employees, service providers, professionals, guardians, and families. Represent HOH in a positive manner. Conduct yourself in a manner becoming of a role model. At all time treat people, co-workers, professionals with respect and dignity.</li> <li>Report to the Program Coordinator and document incidents when the individual receiving services is awake during sleep hours. In the case this individual stays awake during all sleep hours, you should report this so that relief staff can be called in to provide care. Sleeping while the individual is awake is not permitted.</li> <li>Document and report any accidents, medical issues or behavioral incidents that affect the health, welfare or self- respect/dignity of the individual. Report suspicion of rights violations, financial exploitation, neglect, or abuse by calling the Abuse Hotline.</li> <li>Will provide transportation to work, therapies/health appointments, leisure or social activities using public transportation, HOH provided vehicles or personal vehicle.</li> <li>Maintain the cleanliness and safety of the environments for which you are responsible. Report repair or maintenance needs to the House Manager or Program Coordinator. Report any and all safety concerns to the EHSRM Director.</li> <li>Maintain the confidentiality of all information, oral or written, unless authorized to release information in accordance with applicable laws and policies.</li> <li>Report and document any injury that you sustain while on the job to your supervisor and Medcor or the Human Resource Director immediately.</li> <li>Willing to work at multiple or various locations when business needs call for such.</li> </ol> CORE VALUES: Client Centered Care: We are committed to making all decisions and performing all actions with the well-being of our clients as our primary focus, and to always putting our clients’ interests ahead of our own. Accountability: We take personal responsibility, as an organization and as individuals, for our actions, hold each other accountable, and expect to be held accountable at any point throughout the year for our decisions and actions. Respect: While keeping the focus on the needs of our clients, we also commit to demonstrating mutual respect in communication and actions so that a positive environment for everyone is maintained. Excellence: We are committed to using established best practices, to evaluating effectiveness of our efforts, and to demonstrating a willingness to change current practices at any point based on evidence that change is needed. Requirements MINIMUM QUALIFICATIONS AND OTHER REQUIREMENTS: <ul> <li>High School Diploma or equivalency; minimum age 18</li> <li>No experience necessary</li> <li>Criminal arrest checks will be conducted through the OSBI, and person with a felony conviction will not work for HOH without issuance of exception by Oklahoma Department of Human Services.</li> <li>Working home phone or cell phone</li> <li>Valid OK drivers license; current automotive insurance; dependable transportation; availability to operate vehicle during day/night</li> <li>Must be able to work a flexible schedule on a day to day basis.</li> <li>First Aid/CPR Training (Required). This will include all aspects of completion with compressions on the floor or ground.</li> <li>Require pre-employment, random, post accident and reasonable cause drug screens.</li> <li>Willing to work schedules based on individual client needs.</li> <li>Expected to learn and follow the Individual Plan (IP) of each client.</li> </ul> JOB KNOWLEDGE, SKILLS AND ABILITIES: <ol> <li>Ability to lift 50-70 pounds with and/or without accommodation.</li> <li>Ability to push/pull 50 pounds.</li> <li>Ability to walk at an efficient rate of speed.</li> <li>Must have good communication skills and be able to teach in a variety of settings.</li> <li>Must be mentally and physically capable to perform the duties of the position.</li> <li>Ability to understand oral and written instructions.</li> <li>Reliable motor skills-use of hands and feet</li> <li>Ability to sit, stoop, or stand for prolonged periods of time.</li> </ol> TRAINING REQUIREMENTS: Must be able to successfully complete testing and or competencies on training classes required by HOH, DDSD and according to individualized person specific training. Cross training with other people and programs is encouraged for advancement within the HTS levels. *** HTS Staff may acquire additional levels dependent upon experience, cross-training and advanced training. *** Salary Description $10 AND UP BASED ON EXPERIENCE

Home of Hope

HABILITATION TRAINING SPECIALIST/SUPPORT PROVIDER

Do you have a background in developer-focused SaaS customer support and a passion for modern API technologies? As the next Senior Technical Support Engineer on Apollo’s Technical Support team, you’ll have the opportunity to use your top-notch technical problem-solving skills and your knack for delivering exemplary customer service to help support some of the leading companies that are adopting GraphQL today. In this role, you’ll have the opportunity to expand your knowledge of GraphQL, Apollo, and related cloud technologies to serve as a trusted advisor and advocate for customers. You’ll contribute to all aspects of customer support at Apollo, including managing support cases about Apollo’s OSS and SaaS products to completion, contributing to self-serve support documentation, and occasionally supporting customers on live calls. If collaborating with a tight-knit global team and supporting some of the most interesting and innovative projects in the GraphQL space excites you, read on!<h3>What you'll do</h3> <ul> <li>Become well-versed in Apollo OSS and SaaS products to answer a variety of customer inquiries.</li> <li>Respond to and resolve customer support tickets in Jira Service Management efficiently within the SLAs and maintain positive customer satisfaction ratings.</li> <li>Prioritize technical support issues based on severity and, when required, escalate requests to the appropriate team members.</li> <li>Directly engage and collaborate with engineering and product teams to quickly resolve escalated issues.</li> <li>Perform deep-dive troubleshooting of Kubernetes clusters,AWS, and GCP environments to identify and resolve misconfigurations and performance bottlenecks.</li> <li>Develop, author, and maintain internal and customer-facing technical support documentation.</li> <li>Support projects that help streamline and automate customer support processes.</li> <li>Work 8AM-5PM PT, as well as on-call rotations every 6-8 weeks starting March 2025.</li> </ul><h3>Who you are</h3> <ul> <li>You have the technical acumen and aptitude to ramp up on Apollo’s software stack and understand the broader technical contexts in which Apollo’s customers use those products.</li> <li>8-10+ years experience in technical support supporting developer products or system engineering roles.</li> <li>2-3 years of hands-on experience with the modern cloud-native stack: Docker, Kubernetes, Istio, OpenTelemetry, CI/CD pipelines.</li> <li>Experience working in a high-availability support environment (24/7), including familiarity with on-call schedules and PagerDuty or similar tools.</li> <li>Strong knowledge of ticketing systems (e.g., Jira Service Management, Salesforce) and support workflows.</li> <li>Proficient in JavaScript and TypeScript, with experience developing applications using React.</li> <li>Understanding of SSO/federated authentication methods (SAML, OIDC) and their components.</li> <li>Excellent written and verbal communication skills, with the ability to explain complex technical concepts to diverse audiences.</li> <li>You have demonstrable technical problem-solving skills and feel the freedom to candidly say, “I don’t know, but I am going to find out.”</li> </ul><h3>Nice to have</h3> <ul> <li>Hands-on experience with GraphQL, especially Apollo Client and Apollo Server.</li> <li>Familiarity with Apollo Federation and GraphOS.</li> <li>Development experience in Kotlin or Swift.</li> <li>Exposure to programming languages like Go or Rust.</li> </ul>At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process. In addition to the U.S. base salary range, we also provide equity and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial. Location: This is a remote position that can be done from anywhere in the US or Canada working PST hours. Equal Opportunity: Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce. Privacy: California residents applying for positions at Apollo can see our privacy policy <a href="https://www.apollographql.com/CCPA-Privacy-Notice-for-Employees.pdf" target="_blank">here</a>. E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit<a href="https://www.e-verify.gov/" target="_blank"> E-Verify.</a>

Apollo Graph

Senior Technical Support Engineer - West US

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.At Affirm, our Customer Operations team is growing rapidly! We have a network of external providers and internal teams that need a top rate Quality Assurance and Training and Development culture that can keep up. Our Quality Assurance (QA) team sits within Shared Services. This team is responsible for ensuring that our Customer Care, Fraud Operations and Merchant Operations teams are providing the highest quality, most delightful experiences to our customers. As a key member and leader of our Quality Assurance team and programs, you will work with cross-functional partners such as Operations, Analytics, Vendor Partners and our Compliance teams in order to ensure our Agents are providing a great overall customer experience and to develop and lead programmatic improvements. What You'll Do <ul> <li> Provide strategic direction and program oversight to QA Leads, Team members and vendor partners in a hyper-growth environment </li> <li> Drive quality assurance expansion and diversification efforts across portfolio of work </li> <li> Drive planning and prioritization of projects, timelines and resource allocation </li> <li> Oversee the delivery of quality standards and expectations to our external vendor partners </li> <li> Develop and leverage quality monitoring data to monitor the overall health of the program and to address key signals of performance gaps and risk mitigation </li> <li> Identify programmatic and performance deficiencies, recommend corrective actions and drive to completion </li> <li> Develop action plans to reduce or eliminate root cause issues and improve operational performance </li> <li> Leverage strong presentation and communication skills to lead conversations, both written and verbal at all levels of the organization both internally and externally to drive improvements across all QA metrics </li> <li> Provide regular quality reports and trend analysis to senior leadership and make recommendations that will ensure adherence to compliance and improve customer experience </li> <li> Continually improve the Quality Assurance Program across teams for both in-house and outsourced teams (which includes creating standardized processes and workflows, QA frameworks and guidelines, revamping QA Scorecards, etc) </li> <li> Identify actionable insights and collaborate with the Product, Process and Training Teams in recommending opportunities for improvements </li> <li> Consistently improve the Customer Experience across our key channels and products by developing reports and insights (weekly, monthly and quarterly) </li> <li> Manage and maintain the Quality Assurance Tool system of record and associated reports and outputs </li> <li> Drive employee engagement and a high performance culture within the team, ensuring effective performance management, coaching, and development of team and creating an environment where people can excel through accountability, encouragement and empowerment </li> </ul> <ul> <li> Keep ahead of industry developments and apply best practices to areas of improvement </li> </ul> What We Look For <ul> <li> You must have a minimum of 5+ years of progressive experience within people management or people leadership positions in the field of quality assurance, quality management or analytics </li> <li> Intermediate SQL and Excel/ Google Sheets skills for data analysis and reporting </li> </ul> <ul> <li> Prior experience working in the financial services, fintech space or complex operational or customer support role a plus </li> </ul> <ul> <li> Strong understanding of QA principles, tools and best practices in embedding quality management in an organization </li> <li> Experience building, scaling and managing quality programs in a high growth and complex organization </li> <li> Exceptional organizational skills and the ability to multitask and work under pressure to meet deadlines </li> <li> Customer centric with a passion for delivering the best customer experience with exceptional attention to detail, problem solving skills and ability to apply sound judgment </li> </ul> <ul> <li> Thrives in a faced-paced environment with constant change and a rapidly growing team </li> <li> Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization </li> <li> Ability to work in a team environment, adapt to changing workload and circumstances effectively as well as respond to new information quickly </li> <li> Willing to travel (up to 25%) </li> </ul> Pay Grade - K Equity Grade - 6 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) USA base pay range (CA, WA, NY, NJ, CT) per year: $140,000 - $190,000 USA base pay range (all other U.S. states) per year: $124,000 - $174,000 Please note that visa sponsorship is not available for this position. #LI-Remote Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities. We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: <ul> <li>Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents </li> <li>Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses</li> <li>Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge</li> <li>ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount</li> </ul> We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records. By clicking "Submit Application," you acknowledge that you have read Affirm's <a href="https://docs.google.com/document/d/e/2PACX-1vRojeMpOCLuwt8xdkvjZStXkjQAHyOmnPgEPYdn7p4ed6G_ztjUE45tCIpbFxRZOA/pub" target="_blank">Global Candidate Privacy Notice</a> and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Manager, Quality Assurance (Customer Operations)

We’re looking for a Senior Customer Success Engineer to join our Enterprise Solutions Customer Success team at Apollo and serve as a trusted advisor to some of the world’s largest enterprises. In this high-impact role, you’ll build deep, high-touch relationships with a small portfolio of high-revenue, high-potential accounts. These customers rely on Apollo’s expertise to guide their API strategies, achieve key milestones, and unlock measurable value through tailored, strategic engagements. As their trusted advisor, you’ll guide them through complex challenges and celebrate their wins every step of the way. At Apollo GraphQL, we’re revolutionizing API management, empowering businesses to build, ship, and scale their APIs easily. Our mission is to make application development easier, better, and accessible to more people. We build open-source tools and commercial services used by thousands of developers in production. If you’re passionate about delivering great customer experiences that drive product adoption and value realization, then we’d love to have you join our team as a Senior Customer Success Engineer! This is a fully remote position open to candidates based in the US or Canada, with work hours aligned to CST or EST time zones.<h3>What you'll do</h3> <ul> <li>Serve as the primary point of contact for Enterprise customers, orchestrating their entire journey once they become Apollo customers.</li> <li>Own product adoption for your accounts, working in close partnership with sales to co-pilot their success.</li> <li>Guide customers through a tailored, high-touch journey, helping them achieve meaningful milestones like moving a new team into production or solving governance challenges.</li> <li>Plan and oversee service delivery engagements with professional services and solution architects as part of service delivery management.</li> <li>Regularly engage with customers to address their questions, align on goals, and connect them with the right resources for success.</li> <li>Translate technical solutions into tangible business value, showing customers how Apollo can generate revenue and reduce risks.</li> <li>Develop and maintain customer success plans, capturing goals, roadmaps, and strategies for long-term success.</li> <li>Act as an internal advocate for your customers, ensuring their needs are prioritized and supported across Apollo teams.</li> </ul><h3>Who you are</h3> <ul> <li>7+ years of experience in a technical, customer-facing role such as Technical Customer Success, Technical Account Management, Sales Engineering, Technical Support, or Professional Services.</li> <li>Strong understanding of software development, APIs, and web technologies.</li> <li>Proven experience managing high-value accounts and delivering a white-glove experience.</li> <li>Familiarity with microservices architecture, distributed systems, and cloud-native technologies.</li> <li>Experience working with software engineering teams as primary customers and points of contact.</li> <li>Skilled at engaging senior engineering leaders and platform teams at large enterprises.</li> <li>Experience in project and change management, ideally with certifications such as ScrumMaster or PMP.</li> <li>A track record of driving measurable results and helping customers achieve their goals.</li> <li>Exceptional interpersonal and communication skills, with the ability to build trust and influence decision-makers.</li> </ul><h3>Nice to have</h3> <ul> <li>ScrumMaster or PMP certification.</li> <li>Experience working with APIs, particularly GraphQL.</li> <li>Hands-on experience with cloud platforms (AWS, GCP, Azure) and core compute services.</li> <li>Previous experience in a startup environment.</li> </ul>At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process. The above salary range includes base salary + variable compensation. Apollo also offers equity, and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial. Location: This is a remote position that can be done from anywhere in the US or Canada working CST or EST hours. Equal Opportunity: Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce. Privacy: California residents applying for positions at Apollo can see our privacy policy <a href="https://www.apollographql.com/CCPA-Privacy-Notice-for-Employees.pdf" target="_blank">here</a>. E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit<a href="https://www.e-verify.gov/" target="_blank"> E-Verify.</a>

Senior Customer Success Engineer - Central/East US

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done. Airtable’s addressable market is substantial and we’re only scratching the surface of the impact we can deliver to our customers. As part of the Customer Success Group Strategy, Planning, and Insights team, you’ll be the thought and execution partner to the Head of Customer Support and Chief Customer Officer, helping to shape the future direction of the Support function, providing insight through hypothesis-driven analysis, defining success metrics and building scalable reporting, and optimizing overall processes and performance.There is a lot of building to do. We’re looking for folks who know what good looks like, but who are flexible, resourceful, collaborative and excited to join us on our adventure to figure out both the right long term vision and the right next steps for tomorrow. What you'll do <ul> <li> Lead annual and quarterly strategic and budget planning processes for the Customer Support organization, including headcount (FTE and BPO) and technology planning </li> <li> Design and maintain real-time dashboards and tracking metrics for leading and lagging indicators of success (CSAT, Time to Resolution, First Contact Resolution, etc.) </li> <li> Conduct hands-on deep-dive analyses on support trends across our customers to identify systematic issues and improvement opportunities that improve the customer experience </li> <li> Design and develop predictive models to forecast contact volume and resulting resource allocation and capacity planning </li> <li> Develop and operationalize agent productivity metrics and establish performance benchmarks in partnership with the Head of Customer Support </li> <li> Support the development of quarterly and monthly business reviews with actionable data driven insights for Customer Support leadership </li> <li> Work with stakeholders to define operational system requirements and work with technology and operations teams to implement requirements </li> </ul> <h3>Who you are </h3> <ul> <li>You have 7+ years of total work experience, with at least 3+ years of experience in Sales Strategy &amp; Ops / Post Sales Strategy &amp; Ops, Support Ops, Revenue Ops, or experience in management consulting. </li> <li>You take a proactive and consultative approach, building trust consistently and quickly</li> <li>You are an exceptional verbal and written communicator</li> <li>You are very strong in Excel and analytical tools (e.g., Looker, Tableau, etc.). </li> <li>You have experience translating business needs into requirements actionable by technical teams (e.g., business technology, data engineering, etc.) </li> <li>You work well under pressure, with a high degree of adaptability and flexibility in a fast-paced, rapidly changing environment</li> <li>Bonus points:</li> <ul> <li>You have experience leading end-to-end execution of projects/programs that have significantly improved operations and delivered quantifiable business impact.</li> <li>You have direct experience supporting, or working in, Support or post-sales organizations.</li> <li>You have an enthusiastic “roll up your sleeves” mentality.</li> </ul> </ul> Airtable is an equal opportunity employer. We embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any characteristic protected by applicable federal and state laws, regulations and ordinances. Learn more about your <a href="https://drive.google.com/file/d/1jAj2by1bto5g8Xqn9hWNAwPOMGNd_fM6/view?usp=sharing" target="_blank">EEO rights as an applicant</a>. VEVRAA-Federal Contractor If you have a medical condition, disability, or religious belief/practice which inhibits your ability to participate in any part of the application or interview process, please complete our <a href="https://airtable.com/shrq13fCV8h1sx2t8" target="_blank">Accommodations Request Form</a> and let us know how we may assist you. Airtable is committed to participating in the interactive process and providing reasonable accommodations to qualified applicants. #LI-remote Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience. Our total compensation package also includes the opportunity to receive benefits, restricted stock units, and may include incentive compensation. To learn more about our comprehensive benefit offerings, please check out <a href="https://airtable.com/careers/life-at-airtable" target="_blank">Life at Airtable</a>. For work locations in the San Francisco Bay Area, Seattle, New York City, and Los Angeles, the base salary range for this role is: $165,800—$216,000 USD For all other work locations (including remote), the base salary range for this role is: $149,200—$194,400 USD Please see our Privacy Notice for details regarding Airtable’s collection and use of personal information relating to the application and recruitment process by clicking <a href="https://www.airtable.com/company/personnel-privacy-notice" target="_blank">here</a>.

Airtable

Customer Support Strategy, Planning & Insights Manager

Who We Are Addepar is a global technology and data company that helps investment professionals provide the most informed, precise guidance for their clients. Hundreds of thousands of users have entrusted Addepar to empower smarter investment decisions and better advice over the last decade. With client presence in more than 45 countries, Addepar’s platform aggregates portfolio, market and client data for over $6 trillion in assets. Addepar’s open platform integrates with more than 100 software, data and services partners to deliver a complete solution for a wide range of firms and use cases. Addepar embraces a global flexible workforce model with offices in Silicon Valley, New York City, Salt Lake City, Chicago, London, Edinburgh and Pune. <h4>The Role</h4> The Client Success Team at Addepar drives client success for the complete post-sales lifecycle of an Addepar client. Through strategic guidance and partnership, CSM will ensure clients derive maximum value from the platform, leading to overall adoption success, retention, and renewal. Few roles provide such a direct impact on the growth of the company! You will become a trusted advisor to these clients, deeply understanding their business and their needs and helping them improve the value they get from Addepar. This role involves working closely with colleagues to identify and reveal opportunities. CSM will also cultivate cross-functional relationships in Product &amp; Engineering and Services teams to drive standard methodologies and utilization of the platform. You will be the client’s internal advocate! You will help to ensure an excellent experience and gather feedback to aid Addepar in building the next generation of solutions. Addepar takes a market-based approach to pay. A successful candidate’s starting pay will be determined based on the role, job-related skills, experience, qualifications, work location, and market conditions. The range displayed on each job posting reflects the minimum and maximum target base salary for roles in Colorado, California, and New York. The current range for this role is $67,000 - $105,000 (base salary) + bonus + equity + benefits. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Additionally, these ranges reflect the base salary only, and do not include bonus, equity, or benefits. <h4>What You’ll Do</h4> <ul> <li>Develop a deep understanding of the Addepar platform and be able to apply it to client’s requirements, industry challenges, and goals.</li> <li>Provide client support to senior team members during implementation, business reviews, instance reviews, and other BAU tasks to ensure an outstanding client experience. </li> <li>Develop success plans for a pool of clients, supporting critical client metrics to drive adoption and identify optimization and cross-selling opportunities.</li> <li>Provide continuing education and insights to clients relating to product updates on Addepar’s product roadmap, as well as review product usage patterns</li> <li>Assist in the identification of new revenue opportunities for the Account Manager and Product Specialists and participate in presentations to clients, including but not limited to new projects, additional Addepar products, or partner solutions</li> <li>Advocate for clients, building strong working relationships with cross-functional teams to ensure client success</li> </ul> <h4>Who You Are </h4> <ul> <li>3-5 years experience in an RIA or Single Family Office oriented business or environment, preferably in a client-facing role for financial products or services for UHNW clients</li> <li>Strong analytical skills and a consistent framework or process approach to problem-solving.</li> <li>You have technology knowledge that helps you engage and have credibility with product groups within Addepar and clients</li> <li>Strong time management and prioritization skills, as well as verbal and written communication skills</li> <li>Experience building and improving client engagement strategies with a track record of success, as proven by improved client health, reference-ability, and platform adoption. </li> <li>You have handled demanding customers or situations and can demonstrate resolutions.</li> <li>Ability to establish relationships with key influencers (internal and client); executive presence and ability to effectively navigate and persuade all levels of an organization. </li> <li>Ability to navigate data and people to find answers</li> <li>Independent, adaptable, and can thrive in a fast-paced environment</li> <li>You are open to travel</li> </ul> Our Values <ul> <li> Act Like an Owner - Think and operate with intention, purpose and care. Own outcomes. </li> <li> Build Together - Collaborate to unlock the best solutions. Deliver lasting value. </li> <li> Champion Our Clients - Exceed client expectations. Our clients’ success is our success. </li> <li> Drive Innovation - Be bold and unconstrained in problem solving. Transform the industry. </li> <li> Embrace Learning - Engage our community to broaden our perspective. Bring a growth mindset. </li> </ul> In addition to our core values, Addepar is proud to be an equal opportunity employer. We seek to bring together diverse ideas, experiences, skill sets, perspectives, backgrounds and identities to drive innovative solutions. We commit to promoting a welcoming environment where inclusion and belonging are held as a shared responsibility. 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. PHISHING SCAM WARNING: Addepar is among several companies recently made aware of a phishing scam involving con artists posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote “interviews,” and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from Addepar without a formal interview process. Additionally, Addepar will not ask you to purchase equipment or supplies as part of your onboarding process. If you have any questions, please reach out to <a href="#">TAinfo@addepar.com</a>.

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