Teams at PerfectServe

Lead shift operations in a 24/7 support environment to maintain service levels, productivity, quality, and CSAT. Provide real-time coaching and queue/workload management, monitor intraday performance, identify and mitigate operational risks, ensure shift handoffs, and develop a small team of agents while partnering with managers on improvements.

Manage rolling forecast and annual operating plan, produce monthly/quarterly financial packages and SaaS KPI reporting, own ARR tracking and variance analysis, automate reporting, partner with functional leaders on headcount/quota modeling, and support strategic modeling, M&A diligence, and ASC 606 revenue reporting.

Execute manual and automated tests, document defects, write automation scripts and API tests, integrate tests into CI/CD, manage test plans and QA environments, ensure HIPAA test coverage, and collaborate with developers and product teams to maintain product quality.