AI-Powered HR Manager: Build It, Automate It, Hand It Off ----------------------------------------------------------------------- WHAT THIS IS We're a multi-location retail business and we need one sharp HR person to build our entire people operation from scratch and run it lean using AI. You'll get access to a Claude team account and the tools you need to move fast. In return, we expect you to work smarter than a traditional HR person, not harder. The hours are lower because the tools are better. The output standard is high because you'll have everything you need to meet it. Job descriptions, some policies, and KPI frameworks are already partially built. Your job is to take what exists, sharpen it, fill the gaps, automate everything you can, and deliver a system that runs with minimal intervention from anyone. We are investing in the right person and the right tools. We expect 10x the value of a traditional HR hire in half the hours. ----------------------------------------------------------------------- WHAT WE'RE GIVING YOU - Claude team account: use it for drafting, research, screening, template generation, policy writing, everything - Existing job descriptions, partial policies, and KPI frameworks to build on. You are not starting from zero - Direct owner access for fast decisions, no bureaucracy, no approval chains - A custom internal HR portal where your content lives and gets automated going forward - Clear scope, clear milestones, and clear payment triggers with no ambiguity about what done looks like ----------------------------------------------------------------------- THE ENGAGEMENT: TWO PHASES PHASE 1 - Build the Foundation + Make 5 Hires 4-6 weeks | Project-based | Milestone payments - Audit all existing job descriptions, policies, and salary ranges: benchmark against current market data, flag gaps, and finalize with owner before any offer goes out - Build and complete KPI frameworks for every role (managers and associates) so every hire knows exactly what success looks like from Day 1 - Post, source, screen, and close 5 management hires across our 3 locations (see below) - Build full HR infrastructure: employee handbook, onboarding checklists per role, offer letter templates, and compliance docs, all using AI where possible - Set up ATS with automated screening, self-book interview scheduling, and AI-assisted candidate filtering - Migrate payroll to Gusto and/or Paychex, live and running before Phase 2 starts - Feed all content into our internal HR portal so the AI layer can maintain and automate it going forward - Deliver a clean handoff guide so routine HR runs without you PHASE 2 - Run HR + Payroll Ongoing 2-4 hrs/week | Ongoing Upwork contract | Paid weekly or bi-weekly - Process weekly payroll across all locations: accurate, on time, every time, automated as far as the platform allows - Handle ongoing hiring as new roles open, staggered, not all at once - Own all employee HR questions: the owner is never the first call - Keep compliance current: local labor law updates annually and you stay ahead of them - Continuously improve and automate, always reducing manual work over time - Update HR portal content as policies and roles evolve ----------------------------------------------------------------------- PHASE 1 MILESTONES & PAYMENT SCHEDULE All Phase 1 payments are milestone-triggered. No milestone, no payment. M1 - Compensation and KPI audit complete across all roles, owner sign-off received M2 - All 5 manager job posts live, ATS configured, active pipeline running M3 - All 5 manager offers accepted, start dates set M4 - Full HR infrastructure delivered: handbook, onboarding, templates, compliance, portal content M5 - Payroll migrated, first clean payroll run complete in Gusto/Paychex Phase 2: Ongoing HR and payroll, 8-12 hrs/week ----------------------------------------------------------------------- PHASE 1 HIRING SCOPE: 5 ROLES Managers come first. Associates are hired in waves underneath them. You manage the sequencing so payroll ramps up at a pace that makes sense. Role Store Manager Assistant Store Manager Laundromat Manager (24/7 operation) Compensation for all roles is competitive. Details are available during the interview process. Your M1 deliverable includes validating and finalizing all comp ranges before any offer goes out. ----------------------------------------------------------------------- KPIs ARE A CORE DELIVERABLE Before the first hire is made, you will build out KPI frameworks for every role. We have some frameworks started. Your job is to complete them, make them measurable, and make sure every person we hire knows exactly what success looks like from Day 1. - Store managers: sales targets, shrink rate, labor cost percentage, customer satisfaction, team retention, etc - Assistant managers: shift performance, task completion, team development metrics - Location manager (24/7): uptime, cleanliness scores, incident reports, revenue per shift - Associates: productivity targets, attendance, cross-training progress These KPIs feed into our internal system and become how we manage and evaluate performance going forward. Build them right the first time and you will be responsible fully yo track these. ----------------------------------------------------------------------- HOW WE EXPECT YOU TO USE AI You'll have a Claude team account from Day 1. We expect you to use it actively. The reason the hours for this role are lean is because AI handles a significant portion of the drafting, research, and routine work. That is the deal. - Use Claude to draft job descriptions, policies, onboarding docs, offer letters, and KPI frameworks - Use AI screening tools or Claude to filter applications before you spend time on them - Use AI to research compliance updates, benchmark salaries, and generate first drafts of any HR document - Use automation wherever the payroll platform or ATS allows and document what you've automated so it stays automated - Feed everything into our internal HR portal so the AI layer can maintain it going forward If you are not comfortable using AI as a core part of your workflow, this role is not for you. ----------------------------------------------------------------------- WHO WE'RE LOOKING FOR Must Have: - 3+ years HR experience in retail, hourly, or multi-location environments - Full-cycle recruiting: you have sourced, screened, and closed management and hourly roles end to end - Payroll management experience: you have run payroll, not just supported someone who did - Hands-on Gusto and/or Paychex experience - Genuine comfort with AI tools: you use them daily and you are not learning on the job here - Knowledge of local labor law in your operating jurisdiction, including wage ordinances, paid leave requirements, and scheduling laws - Ability to build HR infrastructure from scratch and hand it off clean Strong Bonus: - Experience migrating between payroll platforms - Has built KPI frameworks for hourly retail or service roles - Multi-location or franchise HR background - Experience building automated HR systems that reduced manual work measurably ----------------------------------------------------------------------- CONTRACT TERMS This is an Upwork contract. Here is exactly what that means: Contract Type : Upwork hourly contract, all work tracked and paid through Upwork Phase 1 : Project-based with milestone payments (see above), rate set at contract start Phase 2 : Ongoing hourly contract, 8-12 hrs/week, paid weekly or bi-weekly through Upwork Communication : Weekly check-in with owner, more frequent during Phase 1. Available for any additional meetings or calls the owner requests. ----------------------------------------------------------------------- AI TOOLS AND CONFIDENTIALITY POLICY This is a strict requirement, not a suggestion. By accepting this contract you agree to the following: AI Tools You May Use: - You will use only AI tools we provide or approve in writing. This currently means Claude via our team account, and any other tool we explicitly authorize. - You may not use personal AI accounts, free-tier tools, or any external AI platform to process, draft, or analyze any of our HR data, employee information, or business content. - All AI usage must happen within our provided accounts and systems so data stays within our environment at all times. - If you want to use a tool not on our approved list, you ask first. No exceptions. Confidentiality: - Everything you access, create, or learn in this role is strictly confidential: employee records, compensation data, business operations, HR policies, KPIs, candidate information, and all other business information. - You may not share, export, copy, or use any of our data, documents, or systems outside the scope of this contract and our approved tools. - All work product created under this contract belongs to us. You retain no rights to any documents, templates, systems, or processes you build. - You may not use our business information, processes, or data to benefit any other client, employer, or personal project, during or after this engagement. - Upon contract end, all access is revoked immediately. Any copies of our data or documents in your possession must be deleted and confirmed in writing. Violation of any of the above is grounds for immediate contract termination and may result in legal action. This is standard for any serious HR engagement. ----------------------------------------------------------------------- HOW TO APPLY In your Upwork proposal, answer these three questions. Keep each answer to 3-5 sentences. We are looking for substance, not length. 1. Tell us about one HR system you built from scratch. What did it include, how did you use AI in building it, and what does it look like today? 2. How have you used AI tools specifically in HR or payroll work? Give one concrete example with a real outcome. 3. Describe a payroll migration or complex payroll situation you owned end to end. What platform, how many employees, and what was hard about it? Proposals without clear answers to all three will not be reviewed. Generic cover letters will be skipped. ----------------------------------------------------------------------- We are an equal opportunity employer. This is an independent contractor engagement via Upwork. All applicable local, state, and federal labor law compliance is a core responsibility of this role.

Senior AI/ML Engineer / Claude architect — Legal Tech FirmProfit AI is the operational backbone of the modern law firm. We automate law firm operations end to end, and we're looking for a top-tier AI/ML engineer to help us build the next major platform in legal tech. We need a true expert. Someone deeply proficient with Claude and modern LLM architecture who has shipped real products at a high level. You're fluent across the full stack with Node.js, React, Postgres, MongoDB etc... and you have hands-on experience building with LangChain, LangGraph, MCP, and AWS Bedrock. We're not looking for someone who's read about LLMs. We're looking for someone who has shipped agents, orchestration layers, and production AI systems that real users depend on every day. Our current team is 8 engineers, we have firms signed and live, and we're moving fast. This is a chance to come in early, and have your work in the hands of customers within weeks. Contract to start, with a long-term path for the right person. Reply with the most impressive AI product you've shipped.

Remote Software Sales Contractor We are seeking a Remote Software Sales Contractor to help grow our software development business by finding and closing new clients. Take a look at https://www.ernestech.com/profile/auto and outline how you would sale that product to whom? Responsibilities * Generate and qualify leads for custom software, websites, Agentic AI Integration, and automation solutions. * Prospect through LinkedIn, networking, referrals, cold outreach, and other sales channels. * Build relationships with business owners and decision-makers. * Conduct discovery calls, present services, and prepare proposals. * Follow up throughout the sales process and collaborate with our development team. * Meet sales and business development goals. Requirements * Experience in B2B sales, software sales, SaaS, IT services, agency sales, or business development. * Strong communication, negotiation, and relationship-building skills. * Self-motivated and able to work independently in a remote environment. * Experience with CRM and sales prospecting tools preferred. Compensation * Independent Contractor (1099) * Hourly compensation based on experience * Potential performance incentives * Fully remote with a flexible schedule Services We Offer * Custom Software Development * Website Development * AI Agents Development * E-Commerce Solutions * CRM & Business Process Automation * API Integrations * Cloud Applications * Maintenance & Support Ideal for sales professionals who can generate leads, build client relationships, and help businesses solve challenges through technology solutions.

We are a growing tax and bookkeeping firm located in Central Florida, serving individuals, small businesses, entrepreneurs, and international clients. We are looking for an AI Automation & Local SEO Specialist to help us improve client acquisition, automate repetitive processes, strengthen our online presence, and identify growth opportunities. This is an initial 2–3 month project with the possibility of a longer-term relationship if results are achieved. Our goals include: • Improving local SEO and Google Business Profile performance • Identifying opportunities to generate qualified leads • Implementing practical AI automations for our operations • Improving website performance and user experience • Automating lead follow-up and client communication • Recommending tools, systems, and processes that can help us scale efficiently • Helping us leverage AI to improve productivity and customer experience Important: We are NOT looking for someone to create social media posts or manage Instagram accounts. We are looking for a problem solver who can help us build systems, improve visibility, automate processes, and generate measurable business results. Preferred Qualifications: • Experience with Local SEO and Google Business Profile optimization • Experience with WordPress websites • Experience with AI tools, ChatGPT, OpenAI, Claude, AI agents, or business automation • Experience with lead generation systems and marketing funnels • Experience with CRM platforms and workflow automation • Experience working with accounting, tax, legal, financial, or other professional service firms is a plus • Spanish is a strong plus, since many of our clients are Spanish-speaking. Candidates who can communicate in both English and Spanish will receive special consideration. When Applying, Please Answer: 1. What similar projects have you completed? 2. What would be the first three improvements you would recommend for a tax and bookkeeping firm like ours? 3. What AI, automation, or SEO tools do you typically use? 4. Please provide examples of measurable results you have achieved for previous clients. 5. Why do you believe you would be a good fit for this project? We are looking for someone who can think strategically, execute effectively, and help us build systems that support long-term growth.

Overview We are a growing, privately held group of operating companies in the heavy equipment, equipment dealership, auction, rental, service, parts, and logistics industries. We are seeking an experienced Fractional Chief Information Officer to assess our current technology environment, develop a practical technology roadmap, and help lead the implementation of priority initiatives across multiple business units and locations. We are looking for a business-oriented technology leader who can help us improve: Systems integration Process automation and AI implementation Data and Inventory visibility CRM adoption and accountability Executive dashboards Phone system capabilities Cybersecurity oversight Vendor accountability Standardization across operating companies and locations The ideal consultant will be comfortable moving between strategy and execution. We do not need a report that sits on a shelf with no one to execute it. We need a leader who can identify priorities, simplify decisions, select the right vendors and tools, and help drive implementation. Business problem to solve Our businesses have grown across multiple operating models, systems, vendors, and locations. We need stronger visibility, more consistent processes, and better integration between the systems that support sales, inventory, rentals, service, parts, auctions, logistics, marketing, finance, and leadership reporting. We want to reduce duplicate data entry, improve the quality and timeliness of information, strengthen accountability, and give leadership trusted data for faster decision-making. Initial engagement We expect the initial engagement to include a structured technology and business systems assessment, followed by a prioritized roadmap. Phase 1 deliverables: Assess the current technology environment, including key systems, vendors, integrations, data flows, reporting processes, and operational pain points. Identify urgent risks, quick wins, and longer-term priorities. Develop a practical 12- to 24-month technology roadmap with sequencing, estimated resource needs, decision points, and recommended ownership. Evaluate our current phone system environment and recommend a plan for upgrade, vendor selection, and implementation. Recommend an approach to improve inventory visibility, including equipment locations, attachments, transfers, rental status, and related reporting needs. Develop a business intelligence and dashboard strategy for leadership reporting. Evaluate CRM adoption, data quality, workflow consistency, and sales management visibility. Identify practical AI and automation opportunities that can save time, improve reporting, strengthen customer response, and reduce repetitive manual work. Review cybersecurity posture, vendor coverage, disaster recovery, business continuity, and major risk gaps. Recommend an implementation governance model, including decision rights, project cadence, vendor accountability, and progress reporting. Likely implementation priorities The exact sequence will be finalized after the initial assessment, but current priorities include: Immediate priorities Technology assessment and systems inventory Phone system upgrade and implementation planning Practical AI strategy and initial use cases Inventory visibility improvements Data ownership and reporting standards Near-term priorities Executive dashboard development CRM optimization and adoption Integration between CRM, accounting, inventory, rental, dealership, auction, logistics, and marketing systems Reduction of duplicate data entry and spreadsheet-based reporting Vendor performance management Cybersecurity and continuity improvements Longer-term fractional CIO responsibilities Depending on fit and the assessment results, the selected consultant may continue in an ongoing fractional capacity to: Lead technology roadmap execution Oversee system selection and implementation projects Coordinate internal stakeholders and outside vendors Improve data governance and reporting reliability Develop executive dashboards and KPI visibility Support CRM adoption and process standardization Identify and implement workflow automation Guide responsible AI adoption Strengthen cybersecurity oversight Establish repeatable technology decision-making standards Provide executive-level recommendations on technology investments What this role is not This is not primarily a role for: Routine help desk management Printer, laptop, or desktop troubleshooting Server administration Basic managed IT support A pure software developer A consultant who only produces recommendations without implementation support We need someone who can translate business problems into practical technology solutions and help drive adoption across the organization. Required experience Candidates should have meaningful experience leading business systems improvement in a multi-location or multi-business operating environment. Strong candidates will have experience with several of the following: Fractional CIO, CIO, CTO, VP of Technology, enterprise applications, or technology transformation leadership Systems integration and enterprise architecture ERP, accounting, CRM, inventory, rental, or operational systems Business intelligence tools such as Power BI or Tableau Dashboard development and executive KPI reporting Data governance and reporting standardization Vendor selection, contract management, and implementation oversight AI use-case identification and workflow automation Cybersecurity oversight, disaster recovery, and business continuity Change management and user adoption Privately held, family-owned, founder-led, or entrepreneurial businesses Experience in equipment dealerships, distribution, rental businesses, logistics, construction, agriculture, automotive dealerships, industrial services, or other multi-location operational environments is strongly preferred but not required. Working style The right person will be: Business-oriented Practical and execution-focused Comfortable challenging unclear priorities Able to simplify complex decisions Comfortable working with ownership, executives, department leaders, branch teams, and outside vendors Willing to get into the details without losing strategic perspective Focused on measurable business outcomes rather than technology for technology’s sake Some onsite discovery work and periodic travel to company locations may be required. Please indicate your availability for onsite work in Pennsylvania and Maryland. What success looks like Success should produce measurable improvement in the business, including: Leadership has reliable visibility into key business metrics Reporting becomes faster, more automated, and more trusted Inventory locations and status are easier to understand CRM adoption and sales visibility improve Systems communicate more effectively Duplicate data entry and manual reporting are reduced Technology vendors are held accountable AI and automation create measurable productivity gains Cybersecurity risks are better understood and addressed Ownership spends less time searching for information and more time making decisions Please include the following in your proposal A brief description of two or three similar engagements you have led. An example of a multi-location, multi-business, dealership, distribution, rental, logistics, or operational environment you have supported. Your approach to the first 90 days of an engagement like this. Your experience with ERP, CRM, inventory, rental, accounting, phone, reporting, and business intelligence systems. Your experience implementing AI or workflow automation in a practical business setting. Your approach to vendor selection and vendor accountability. Your preferred engagement model, expected weekly availability, hourly or project rate, and ability to support onsite discovery work. Whether you personally lead the work or delegate significant portions of the engagement to other team members.

Freelance Growth Marketer for Pest Control Company (Home Services Experience Required) Location: Remote (US Preferred) Type: Ongoing Contract / Fractional Marketing Partner Hours: 10–20 hours per week initially Industry: Pest Control & Wildlife About Us Bugman Pest Control & Wildlife is a well-established company serving the Rochester, NY market. We are seeking an experienced freelance marketer to take ownership of our lead generation and advertising efforts. We are looking for a long-term partner—not a large agency—and we want someone who understands the unique challenges of home service businesses. HOME SERVICES EXPERIENCE IS REQUIRED Please do not apply unless you have direct experience marketing one or more of the following: Pest Control HVAC Plumbing Roofing Electrical Landscaping Similar residential service industries Experience with pest control companies is strongly preferred. Responsibilities Manage and optimize Google Ads and Local Services Ads. Develop and manage Facebook and Instagram campaigns. Improve SEO and local search visibility. Build and execute email and SMS campaigns. Reactivate existing customer databases and drive upsells. Manage review generation and reputation marketing. Develop seasonal promotions and growth campaigns. Track leads, call volume, and return on ad spend. Recommend and implement AI and marketing automation solutions. Qualifications Required ✔ Proven success generating leads for home service businesses. ✔ Google Ads experience with measurable results. ✔ Experience managing marketing budgets and optimizing ROI. ✔ Strong understanding of local SEO and lead generation. ✔ Ability to analyze campaign performance and make data-driven decisions. ✔ Excellent communication and responsiveness. Preferred Pest control industry experience. Experience with GoHighLevel, Sellify AI, or CRM automations. AI chatbot and lead nurturing experience. Database reactivation and email marketing. Website conversion optimization. Please Include With Your Proposal Which home service industries have you worked with? What monthly ad spend have you managed? What results have you achieved? (Cost per lead, ROI, call volume, etc.) What tools and platforms do you use? Your hourly rate or monthly retainer. Examples or case studies from previous clients. Important We are not looking for someone to simply "run ads." We want a growth partner who understands home service businesses and can help us increase inbound calls, improve customer retention, and maximize return on investment. Long-term opportunity for the right person. We value results, communication, and practical experience over flashy presentations.

# Founding AI Operations Architect | Build the Future of Home Services ## About EPIC EPIC Septic & Service is one of the fastest-growing septic and wastewater companies in America. We are a veteran-owned organization with operations expanding across multiple states and an ambitious vision to become the first nationally recognized brand in the septic and wastewater industry. But we're not just building a septic company. We're building the operating system behind it. Our mission is to create the first AI-powered Virtual Back Office (VBO) for the septic and wastewater industry—combining customer service, dispatching, sales, inspections, maintenance agreements, reporting, and franchise support into a single scalable platform. We believe the future of home services is not simply hiring more people. We believe the future is AI-powered operations supported by exceptional field teams. ## The Opportunity We are seeking a Founding AI Operations Architect to help design, build, and implement the technology infrastructure that will power EPIC's next phase of growth. This is not a traditional software development role. This is a systems architecture and operational design role focused on leveraging AI, automation, and modern technology to transform how a service business operates. You will work directly with the founder and executive team to map processes, identify opportunities for automation, and build the foundation for a platform that can scale across company-owned locations, franchisees, and strategic partners nationwide. We are looking for a builder, an operator, and a visionary who enjoys solving complex operational challenges with technology. ## What You'll Build ### Customer Experience Systems * AI-powered call answering * Lead qualification and routing * Appointment scheduling * Customer communication workflows * Automated follow-up sequences ### Revenue Operations * AI sales agents * Estimate and proposal generation * Maintenance agreement enrollment * Payment collection workflows * Customer retention programs ### Field Operations * Dispatch automation * Technician scheduling * Inspection workflows * Service reminders * Work order management ### AI Agent Ecosystem * Customer Service Agent * Dispatcher Agent * Sales Agent * Collections Agent * Inspection Report Agent * Franchise Support Agent * Internal Operations Assistant ### Reporting & Intelligence * Executive dashboards * Operational scorecards * Franchise performance reporting * KPI monitoring * Business intelligence systems ## Current Technology Stack We are currently evaluating and implementing technologies including: * Jobber * Claude * UJET * Make * n8n * Zapier * Airtable * Retool * Custom APIs and integrations We are open to recommendations from the right candidate. ## First 90-Day Objectives ### Phase 1 – Discovery & Architecture * Audit current EPIC workflows * Map customer journeys from lead to completion * Identify automation opportunities * Design overall system architecture * Create implementation roadmap ### Phase 2 – MVP Development * AI phone answering workflows * Lead qualification automation * Scheduling automation * Estimate generation workflows * Customer communication systems ### Phase 3 – Virtual Back Office Launch * Dispatch automation * Maintenance agreement workflows * KPI dashboard implementation * Reporting framework * Initial franchise-ready operating model ## Ideal Experience You have successfully built or implemented: * AI agents and automation systems * Contact center automation * CRM integrations * Workflow automation platforms * Field service management systems * Operational software for service businesses * Multi-location or franchise support systems Bonus experience includes: * Jobber * ServiceTitan * Home service businesses * Plumbing, HVAC, electrical, septic, or wastewater industries * Franchise operations * AI-powered customer support systems ## What We're Not Looking For Please do not apply if you are: * A website designer * Looking for simple development tasks * An agency that outsources work * Someone without hands-on AI automation experience * Someone who has never built operational systems that drive real business outcomes We are looking for someone who can think strategically, architect systems, and execute. ## Why This Opportunity Is Different Most companies use AI to make small improvements. We are using AI to reimagine how an entire industry operates. Our goal is to create the first fully AI-enabled septic and wastewater platform in America and ultimately build the infrastructure that powers operators nationwide. This is an opportunity to help build something from the ground up, have a direct impact on the direction of the platform, and work alongside a team that is committed to innovation, execution, and long-term growth. ## To Apply Please include: 1. Examples of AI systems you have designed or built. 2. Relevant automation or operational projects. 3. CRM or field-service integrations you have implemented. 4. Your preferred technology stack and why. 5. How you would approach building an AI-powered Virtual Back Office for a service business. 6. What excites you most about this opportunity. We are looking for a long-term partner who wants to help build something meaningful, scalable, and industry-defining.

Your responsibilities will include: • Setting up and customizing DropCourse (branding, logos, course edits, landing pages). • Managing the course library and selecting profitable niches. • Uploading and scheduling viral content from the 25,000+ video library to grow social media reach. • Connecting payment processors (Stripe, PayPal, etc.). • Handling customer inquiries using the built‑in AI chatbot and manual responses when needed. • Running basic marketing campaigns (social media posting, simple ads, influencer outreach). • Outsourcing any additional tasks as needed (drop servicing model). Ideal Candidate: • Experience with drop servicing, digital marketing, or course platforms. • Strong communication and reliability. • Ability to work independently and deliver results. • Familiarity with Upwork, Fiverr, or other freelancer platforms for outsourcing tasks. Deliverables: • Fully branded DropCourse site ready to sell. • Automated posting schedule for social media. • System for customer support and fulfillment. • Weekly performance updates. To Apply: Send examples of similar work, your plan for launching the business, and your monthly rate.

We're an AI platform that automates medical-record retrieval and case workup for law firms handling high-volume litigation. Our customers are the firms; their cases flow through our system, and the platform pulls and processes the medical records those cases depend on. We're looking for a Technical Account Manager who can own the law-firm relationship and get under the hood when something breaks. This is one seat doing two jobs in equal measure. What you'll do Onboard new law-firm accounts and get them genuinely using the system. Monitor each account's health: are cases progressing, are records coming back, is the firm getting value. Be the firm's point of contact proactive check-ins, not just inbound tickets. Troubleshoot when things stall (records not returning, a case stuck in the pipeline, an integration issue). Diagnose where the breakdown is, fix what you can, and escalate real bugs to engineering with a clear, reproducible report. Spot at-risk accounts early and flag patterns back to the product team. What success looks like Accounts are active and progressing, not idle. Cases move through the system instead of getting stuck. Records come back at a healthy rate and you catch it early when they don't. Firms describe the experience as smooth and would stay. You're a fit if you Have run customer success or account management for a SaaS or data product, ideally with non-technical clients. Are genuinely technical: comfortable reading logs, reasoning about how APIs and data pipelines behave, and communicating precisely with end users not just routing tickets. Write clearly and directly. You'll be the firm-facing voice. (Plus, not required) Have legal, legal-tech, or healthcare-data experience.