Hire Emerald

Role Description We are seeking a highly experienced Director of SaaS Customer Support Operations & Automation to lead, rebuild, and scale a customer support organization supporting complex, mission-critical SaaS products. This role is specifically focused on supporting SaaS customers who pay for and actively use a software product. It is not focused on IT delivery, implementation, migration, infrastructure, or managed services projects. The ideal candidate has deep experience leading customer-facing support teams in a SaaS environment, managing support managers and specialists, improving support operations through data and process optimization, and implementing automation and AI-driven support workflows. This is a hands-on leadership role for someone who can step into a complex support environment, assess what is working, identify gaps, rebuild operational frameworks, and create measurable improvements in customer experience, team performance, efficiency, and scalability. You will lead a team of approximately 11 professionals, including 3 support managers and 8–9 support specialists, while working closely with Product, Engineering, and Leadership teams. Qualifications - 10+ years of experience in customer support, technical support, support operations, or customer experience operations. - Significant leadership experience owning customer-facing support organizations end-to-end. - Previous experience managing managers and support specialists. - Direct experience supporting SaaS customers who pay for and actively use a software product. - Strong experience with complex, technical, or mission-critical SaaS products. - Proven experience improving support processes, workflows, escalation paths, and operational systems. - Strong experience using data and metrics to improve support performance. - Hands-on experience with Intercom or similar customer support platforms. - Proven experience implementing automation, AI, self-service, or workflow optimization within a support environment. - Strong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog management. - Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams. - Strong technical fluency and ability to understand complex product issues. - Highly analytical, execution-oriented, and comfortable leading change in a fast-paced environment. Requirements - Experience leading customer support for a SaaS product, not only IT services, consulting, implementation, migration, or delivery projects. - Experience managing people, ideally including support managers or team leads. - Experience improving support operations through process improvement, data, automation, AI, or self-service initiatives. - Experience working closely with Product and Engineering on customer-impacting technical issues. - Experience building scalable support processes, not just maintaining existing workflows. Company Description A fast-growing B2G SaaS company is helping modernize public transportation through an AI-native transit operations platform. Its cloud-based software enables transit agencies to manage and optimize services such as microtransit, paratransit, fixed-route operations, dispatching, bookings, routing, fleet coordination, and rider experiences.

Role Description We are seeking a professional and customer-focused Customer Service Associate to join a fast-paced and customer-centric organization. This role serves as a frontline representative responsible for delivering exceptional customer experiences by addressing inquiries, resolving issues, and providing accurate information regarding products, services, and company policies. The ideal candidate is empathetic, detail-oriented, highly organized, and comfortable handling multiple customer interactions across phone, email, chat, and virtual communication channels. This is an excellent opportunity for individuals who enjoy helping customers, solving problems, and working collaboratively within a dynamic support environment. Key Responsibilities - Respond promptly and professionally to customer inquiries via phone, email, chat, or virtual interactions - Resolve customer complaints, issues, and requests efficiently while maintaining a positive and professional attitude - Provide accurate information regarding products, services, policies, and procedures - Deliver high-quality customer experiences focused on satisfaction and retention - Accurately document customer interactions, requests, and transactions within CRM or ticketing systems - Process orders, forms, applications, and customer requests in accordance with company guidelines - Follow up with customers to ensure resolution and satisfaction - Maintain accurate and organized records of customer communications - Escalate complex or unresolved customer concerns to appropriate internal teams when necessary - Collaborate with team members to improve service quality and operational efficiency - Maintain up-to-date knowledge of company offerings, promotions, and internal system updates - Adhere to company quality standards, compliance requirements, and performance expectations Qualifications - High school diploma or equivalent required; associate degree or higher preferred - Previous experience in customer service, customer support, or client-facing roles - Excellent verbal and written communication skills - Strong problem-solving and conflict resolution abilities - Proficiency with Microsoft Office, email platforms, and CRM or customer support systems - Strong multitasking and time management skills in fast-paced environments - Professionalism, patience, empathy, and customer-first mindset - Ability to work flexible schedules, including evenings, weekends, or holidays if required - Comfortable working independently in remote environments Nice to Have - Experience with customer support platforms such as Zendesk, Salesforce, or similar CRM systems - Multilingual abilities or additional language proficiency - Previous experience in retail, ecommerce, financial services, or telecommunications - Familiarity with remote customer service tools and workflows - Customer service certifications (HDI, Customer Service Institute of America, etc.) - Experience handling escalated or complex customer situations What We’re Looking For - Strong communication and interpersonal skills - Positive attitude and solution-oriented mindset - Highly organized and detail-oriented professional - Team player with collaborative mindset - Ability to remain calm and professional under pressure - Customer-centric approach with strong accountability Benefits - Opportunity to work in a collaborative and fast-paced environment - Exposure to diverse customer service operations and industries - Remote flexibility within LATAM - Growth opportunities within customer support and operations teams - Supportive and team-oriented work culture Important Notes - Candidates must have strong communication skills and a professional customer-facing presence - Experience with CRM systems and remote customer support tools is highly valued - Flexibility with schedules may be required depending on business needs - This is a remote/telecommute position.

Role Description The company is seeking a highly strategic Paid Media Strategist to lead the planning, development, and performance oversight of integrated media campaigns. This is a senior-level role focused primarily on strategy (≈80%), responsible for translating business objectives into clear media plans, KPIs, and budget allocation frameworks across multiple channels. The role collaborates closely with execution teams, including programmatic media traders, ensuring campaigns are aligned, optimized, and delivering strong performance outcomes. Key Responsibilities - Media Strategy & Planning - Develop full-funnel, integrated media strategies across programmatic, search, social, and traditional channels - Define audience targeting, channel mix, and budget allocation - Translate business goals into measurable KPIs (CPA, ROAS, reach, frequency) - Plan and manage approximately 15–20 campaigns annually - Multichannel Campaign Oversight - Provide strategic direction across platforms such as DSPs, Google Search, YouTube, and social media - Identify new opportunities through audience insights and market research - Ensure campaigns are aligned with performance goals and brand objectives - Vendor & Partner Management - Lead RFP processes and evaluate new media partners - Negotiate insertion orders (IOs) and manage vendor relationships - Oversee campaign pacing and budget allocation efficiency - Performance Analysis & Reporting - Monitor campaign performance and provide optimization recommendations - Deliver weekly performance updates and post-campaign reports - Recommend budget shifts based on real-time insights - Measurement & Attribution - Define tracking frameworks using tools such as GA4 and Google Tag Manager - Analyze attribution models to inform long-term strategy Qualifications - 5+ years of experience in media strategy, planning, or digital advertising - 3+ years of experience in programmatic advertising - Proven experience managing large-scale media budgets ($1M+) - Strong knowledge of DSP platforms (e.g., The Trade Desk or similar) - Experience managing vendor relationships and RFP processes - Proficiency in GA4, Google Tag Manager, and analytics tools Key Attributes - Strategic thinker with strong analytical capabilities - Data-driven mindset with the ability to translate insights into action - Proactive and autonomous - Strong collaboration and leadership skills What Success Looks Like - Consistently achieving campaign performance targets - Maintaining efficient budget pacing across all campaigns - Proactively identifying optimization opportunities - Driving strategic direction while supporting execution teams Opportunity This role offers the opportunity to take ownership of high-impact campaigns in a fast-paced and growing environment. The Paid Media Strategist will play a key role in shaping media strategy, managing significant ad spend, and driving measurable business results.

Role Description We are looking for a creative and detail-oriented Junior Graphic Designer to support the development of high-quality visual assets across digital and print platforms. This role is ideal for someone who enjoys working in a collaborative environment, contributing ideas, and bringing marketing campaigns to life through engaging design. You will work closely with the marketing team to ensure brand consistency and create visuals that drive engagement and business impact. Key Responsibilities - Design & Creative Development - Create visually appealing graphics for digital and print (social media, email campaigns, website assets, brochures, presentations, and event materials) - Ensure consistency with brand guidelines across all materials - Collaborate with marketing to develop creative concepts aligned with campaign goals - Digital & Social Media - Design engaging content for social platforms (images, infographics, basic animations) - Support digital campaigns with optimized visuals for different platforms - Ensure designs follow UX and accessibility best practices - Print & Event Materials - Develop brochures, flyers, banners, and event signage - Support design needs for conferences, trade shows, and industry events - Brand & Collaboration - Maintain and evolve brand identity and guidelines - Work closely with Art Director and cross-functional teams - Participate in brainstorming sessions and present design ideas - Project Management - Manage multiple projects and meet deadlines in a fast-paced environment - Organize and maintain design assets library - Stay updated on design trends and tools - Quality Control - Review and refine designs based on feedback - Ensure final deliverables are production-ready (digital and print) Qualifications - 1–3 years of experience in graphic design - Strong portfolio showcasing diverse design work - Proficiency in Adobe Photoshop and Illustrator - Solid understanding of typography, color theory, and layout - Experience in both digital and print design - Strong attention to detail and organizational skills - Ability to manage multiple projects simultaneously - Strong communication skills - Advanced English (written and spoken) Requirements - Nice-to-Have - Bachelor’s degree in Graphic Design, Visual Arts, or related field - Experience in B2B or energy industry - Knowledge of After Effects or motion graphics - Experience with 3D tools (Blender or similar) Benefits - Work in a creative and collaborative environment - Be part of impactful branding and marketing initiatives - Opportunity to grow and contribute ideas - Exposure to international projects and teams

Role Description La empresa se encuentra en la búsqueda de un/a Consultor Senior en Reportes de Sostenibilidad - ESG para un contrato temporal de 3 meses, con el objetivo de brindar servicios profesionales en el desarrollo de proyectos de reportabilidad y en la construcción de estrategias de sostenibilidad. Se busca una persona con sólida experiencia en estándares ESG, alta capacidad analítica, excelente redacción y habilidades para liderar proyectos con clientes y equipos internos. Qualifications - Profesional en Ingeniería Ambiental, Ingeniería Industrial, Administración de Empresas, Economía o carreras afines. Requirements - Manejo sólido de los siguientes estándares y marcos: - GRI - SASB - TCFD - TNFD - IFRS / NIIF, especialmente S1 y S2 - ISAE 3000 - Identificar y priorizar grupos de interés. - Diseñar y ejecutar procesos de relacionamiento y consulta con stakeholders. - Desarrollar evaluaciones de doble materialidad, tanto de impacto como financiera. - Diseñar estrategias de negocio y/o sostenibilidad, incluyendo la definición de KPIs. - Hacer seguimiento a proyectos en curso relacionados con estrategias de sostenibilidad y reportes de sostenibilidad o reportes integrados. - Elaborar reportes de sostenibilidad e informes integrados alineados con estándares GRI y SASB. - Participar en procesos de verificación de KPIs de información no financiera bajo estándares ISAE 3000. - Aportar conocimiento técnico en normas IFRS S1 y S2. - Desarrollar contenidos con enfoque estratégico, asegurando claridad, síntesis y alineación con objetivos de comunicación corporativa. Benefits - La posición es remota / teletrabajo. Company Description La empresa es una firma consultora especializada en sostenibilidad empresarial, con amplia experiencia acompañando a empresas y gobiernos en desafíos relacionados con estrategia, cumplimiento ESG, reporting, riesgos, financiamiento y transformación sostenible. Cuenta con una sólida trayectoria internacional, presencia en múltiples países y experiencia en diversas industrias, combinando una visión técnica, estratégica y financiera para ayudar a sus clientes a convertir la sostenibilidad en una ventaja competitiva.

Role Description We are seeking an experienced U.S. Medical Billing Specialist (VA Medical Biller) to support U.S.-based healthcare clients with their revenue cycle operations. This is a Telecommute/Work from Home position, ideal for someone detail-oriented, highly organized, fluent in English, and experienced in U.S. medical billing standards. Key Responsibilities - Medical Billing & Claims Processing - Submit clean claims electronically and by paper when required. - Verify insurance eligibility and benefits. - Apply accurate CPT, ICD-10, and HCPCS codes. - Process claims across multiple specialties and payer types. - Handle workers’ compensation, auto accident, and out-of-network claims. - Accounts Receivable & Follow-Ups - Track denied claims and re-submit corrected claims as needed. - Follow up with insurance companies regarding unpaid claims, rejections, and appeals. - Contact patients regarding outstanding balances and payment plans. - Post payments and reconcile accounts accurately. - Support timely resolution of billing issues to improve collections. - Compliance & Documentation - Maintain HIPAA compliance and protect patient confidentiality. - Keep detailed records of claims, payments, denials, and follow-up activity. - Stay updated on billing regulations, coding changes, and payer requirements. - Ensure all documentation is accurate, complete, and properly organized. Qualifications - 2+ years of experience in medical billing and revenue cycle management. - Experience working with U.S.-based medical practices. - Strong knowledge of insurance claims, accounts receivable follow-ups, denials, and appeals. - Proficiency with CPT, ICD-10, HCPCS coding, and EOB interpretation. - Familiarity with billing platforms such as Kareo, eClinicalWorks, AdvancedMD, DrChrono, or similar systems. - Excellent written and verbal communication skills in English. - Strong attention to detail and ability to manage multiple tasks independently. - Ability to work remotely in a structured and reliable manner. Preferred Qualifications - Certified Medical Biller or Coder certification, such as CPC, CPB, or similar. - Experience with prior authorizations and benefits verification. - Experience handling workers’ compensation, auto accident, and out-of-network claims. - Prior experience supporting multiple healthcare specialties. How to Apply If you are ready to help healthcare providers optimize their billing operations and improve patient care, we encourage you to apply. This is a Telecommute/Work from Home position.

Role Description The company is seeking a highly organized, systems-oriented, and technically capable professional who can design and implement AI-powered workflows while supporting core operations. This role combines execution, automation, and systems thinking. The primary goal is to reduce manual work, improve efficiency, and build scalable operational infrastructure. The selected candidate will work closely with the founder and leadership team and will play a key role in enabling a high-performance, automation-first organization. Key Responsibilities - AI & Workflow Automation - Design and deploy AI-powered workflows across operations (member onboarding, support, events, communications) - Build and manage automations using tools such as n8n, Zapier, Make, APIs, and AI agents - Implement and manage AI copilots using tools such as Claude Code and similar environments - Reduce manual workload by systemizing repetitive tasks and processes - Continuously audit workflows and improve efficiency (time saved, error reduction) - Operations & Systems - Own and maintain internal systems (Notion, CRM, communication tools) - Build scalable processes for member experience, events, and internal operations - Ensure data is structured, accessible, and usable across the team - Enable self-serve access to information and reduce operational bottlenecks - Communication & Support - Triage and route communications using structured workflows and automation - Support scheduling and coordination where automation cannot replace it - Maintain high-quality interactions with members, partners, and stakeholders - Event & Operations Coordination - Support planning and execution of events across multiple cities - Coordinate logistics with venues, vendors, speakers, and members - Manage invitations, scheduling, and attendee communication Qualifications - C1 level English proficiency (written and spoken) - Proven experience building or managing workflow automations (n8n, Zapier, Make, or similar) - Experience and strong comfort working with tools such as n8n and Claude Code - Experience using AI tools or building AI-assisted workflows in a hands-on, practical way - Strong systems thinking and ability to design scalable processes - Experience documenting processes and building operational systems - Strong organizational and execution skills - Ability to manage multiple priorities and workstreams simultaneously - Comfortable working with founders or senior stakeholders - High attention to detail and problem-solving mindset - Ability to work independently and figure things out with limited guidance Nice to Have - Experience working in startups, communities, or high-growth environments - Exposure to APIs or basic technical integrations - Experience in operations, business operations, or Chief of Staff-type roles Growth Opportunity - Chief of Staff - Operations Lead - Head of Community Operations Location Remote (LATAM), with occasional travel for events.

Role Description We're seeking an exceptional Chief of Staff to serve as the human counterpart to our AI Chief Agent Officer (Helix). You'll be the daily driving force behind our company vision, managing both human and AI teams to execute strategy with precision and speed. This is not a traditional administrative role. You'll operate as Founder right hand, making autonomous decisions aligned with company vision while orchestrating a sophisticated AI team to achieve ambitious goals across multiple brands. Core Responsibilities - Strategy Execution & Operations (40%) - Translate company vision into executable plans across all portfolio brands - Drive daily operational excellence and ensure nothing falls through the cracks - Monitor key metrics and performance indicators - Identify and eliminate operational bottlenecks before they impact growth - Own the cadence of strategic reviews and course corrections - Team Leadership & AI Orchestration (35%) - Manage human team members: ops/ads, design/UI, compliance/CS, development - Orchestrate AI team of 13 specialized agents for research, content, marketing, operations, and analysis - Ensure seamless collaboration between human and AI team members - Set priorities, delegate effectively, and maintain accountability across all team members - Coach and develop human team members for maximum impact - Strategic Decision Making (25%) - Make autonomous operational decisions aligned with founder vision - Escalate only financial, legal, and brand positioning decisions to founder - Anticipate problems and implement solutions before issues become crises - Drive cross-functional initiatives and ensure timely execution - Serve as founder proxy in operational meetings and decisions What You’ll Manage - Human Team (4 people) - Operations & advertising specialist - Design & UI expert - Compliance & customer service lead - Development specialist - AI Team (13 specialized agents) - Revenue operations, marketing, content creation, research, product development, and business intelligence agents - Coordinate complex multi-agent projects and workflows - Ensure AI output meets world-class standards before external delivery Required Background - Experience (7+ years) - Agency operations, consulting, or startup operations experience - Track record of scaling teams and operations in fast-growth environments - Experience managing both human teams and technology/automation systems - Background in health, wellness, or direct-to-consumer brands preferred Core Competencies - Strategic Thinking: Ability to see the big picture while executing in the details - Operational Excellence: Obsessive about systems, processes, and getting things done right - Team Leadership: Natural ability to inspire, direct, and develop both human and AI team members - Decision Making: Comfortable making high-stakes decisions with limited information - Communication: Clear, direct communication style that drives action Technical Skills - Proficiency with project management tools and workflows - Comfortably working with AI tools and agents to amplify productivity - Experience with marketing automation, CRM systems, and business intelligence tools - Basic understanding of digital marketing, e-commerce, and funnel optimization What Makes You Successful - Ownership Mindset: You take complete ownership of outcomes. When something isn't working, you don't wait for direction; you diagnose, solve, and improve the system for next time. - AI-First Operations: You're excited about working with AI agents as team members, not just tools. You understand how to delegate to AI effectively and ensure AI output meets human standards. - Relentless Execution: You're the person who shows up every day driving the vision forward. You don't need motivation or micro-management; you see what needs to happen and make it happen. - High Standards: You hold yourself and the team to world-class standards. Average work doesn't leave your desk. You're obsessed with being the best at what you do. - Strategic Communication: You can translate complex ideas into clear action plans. You know when to dig into details and when to stay at 30,000 feet. Day-to-Day Reality - Morning: - Review overnight AI agent outputs and prioritize human team focus - Check key metrics across all brands and flag anything requiring immediate attention - Set daily priorities for human and AI teams - Core Hours: - Drive strategic initiatives forward through both human and AI team coordination - Make operational decisions that keep all brands moving at maximum velocity - Troubleshoot issues and implement solutions across portfolio brands - Collaborate with founder & CEO on high-level strategic decisions - Evening: - Review of the day's progress against strategic goals - Queue up AI agents for overnight work and analysis - Prepare next-day priorities and flag any issues requiring Founder attention Compensation & Growth - Base: $2,000-2,500 per Month based on experience - Growth Path: This role is designed to scale with the business. As we grow, you'll have opportunities to take on larger strategic responsibilities - Learning Environment: Work directly with cutting-edge AI systems while building traditional business skills - Remote First: Work from anywhere with reliable internet Why This Role Exists Founder built an AI team capable of executing at the level of a 50-person agency. But AI needs human strategic direction, quality control, and relationship management to reach its potential. You'll be the bridge between vision and execution, ensuring that both human creativity and AI efficiency drive the business forward every single day. The goal is simple: help Founder get from 80-100 hour weeks down to 30 hours per week while the business grows faster than ever before. Next Steps If you're energized by the challenge of orchestrating human and AI teams to build something exceptional in health and wellness, we want to hear from you. - Send your resume and a brief cover letter explaining your relevant experience in English - Include one specific example of a time you drove strategy execution in a complex, multi-team environment - Tell us why you're excited about working with AI agents as part of your team