About the role

Syndio is transforming how companies understand and act on workplace equity — and as we launch new daily-use products into the market, the way we support customers needs to transform too. We're looking for a Senior Manager to define and own the vision for what customer support looks like in an agentic future: a lean, AI-native function that scales with product growth, stays close to customers, and serves as a high-signal feedback loop between users and engineering.

This is a rolling the sleeves builder role. You'll inherit a technically sharp, high-trust team and a clear mandate: architect a support function where intelligent AI agents handle the majority of interactions autonomously, human effort is reserved for what requires genuine judgment, and the gap between incoming ticket volume and resolved ticket volume is continuously closing — without proportional headcount growth.

You'll need to be as comfortable designing a multi-agent orchestration system as you are coaching a team member through a difficult customer conversation. The right person for this role sees agentic AI not as a tool to bolt onto existing processes, but as the foundation to build from.

What you'll own

Vision and strategy for agentic support. You'll define what the support function needs to look like as AI capabilities evolve — setting the architecture for how customer-facing agents, orchestration layers, and human escalation paths fit together. This isn't a roadmap you inherit; it's one you build and continuously refine as the technology and the product surface area change.

Customer-facing agent design and operations. You'll own the build-out of an AI-native support layer — designing the agents customers interact with, the knowledge bases that power them, the escalation logic that routes edge cases to humans, and the quality standards that govern all of it. You're not enabling a tool; you're designing a system.

Analytical rigor and business decision support. You'll own the metrics that matter: ticket inflow rates, autonomous resolution rates, escalation patterns, time-to-resolution, and the gap between incoming and resolved volume. You'll use this data to make and support business decisions — including when to deploy additional agent capacity, when to invest in knowledge base coverage, and where human support is still the right answer.

Team leadership and development. You'll manage, coach, and grow a team that operates at the intersection of technical investigation, customer empathy, and engineering partnership. You'll own performance development, create clarity on roles and expectations, and build a culture where people do their best work.

Agentic bug triage and resolution. You'll formalize how AI agents are used in the bug investigation and resolution workflow — defining which categories of issues are in scope for agent-assisted diagnosis, establishing human review gates, and working with engineering to make the workflow fast and safe.

Cross-functional partnership. Support sits at the center of the product feedback loop. You'll maintain strong working relationships with Engineering, Customer Success, and Product — ensuring that patterns in support data flow into sprint planning and that escalations move quickly when they need to.

Scaling for product growth. With multiple products launching in 2026, you'll own the readiness plan — ensuring agents, processes, and the team are prepared for a significant increase in ticket volume from daily-use products with larger, more diverse user bases.

What we're looking for

A vision for the agentic future of support. You have a clear, informed point of view on where AI-native support is heading — and the experience to back it up. You've thought deeply about multi-agent systems, orchestration, customer-facing agents, and where the human layer belongs in all of it.

Technical fluency. You don't need to be an engineer, but you need to be credible in technical conversations. You're comfortable reading logs, understanding how a web application works end to end, and forming a clear hypothesis about what's broken and why. Experience with observability tooling, agent orchestration platforms, or workflow systems is a strong plus.

AI and automation depth. You've built or operated AI-assisted support workflows with real production usage. You think natively about leverage points — where agents compound, where they break down, and how to design for both.

Analytical capability. You're fluent in support metrics and know how to build the instrumentation to track what matters. You can look at inflow vs. resolution trends and translate them into business recommendations with confidence.

Customer empathy and communication. You understand that every ticket represents a real person with a real problem. You set the standard for how your team and your agents communicate with customers — clearly, honestly, and with genuine care for their experience.

Operational rigor. You know how to design a workflow, measure what matters, and iterate. You've built support processes that scale — not just documented the ones that exist.

People leadership. You've managed high-performing teams and know how to develop ICs who are already excellent. You give feedback directly and create an environment where people grow.

Experience

• 8+ years in technical support, engineering operations, or a related function
• 2+ years managing people
• Demonstrated experience building or scaling support operations at a SaaS company
• Hands-on experience designing or operating AI-assisted support workflows, customer-facing agents, or multi-agent orchestration systems
• Hands-on experience with Zendesk or a comparable enterprise support platform at an operational or administrative level
• Experience working closely with engineering teams and contributing to cross-functional processes like sprint planning or incident review

What success looks like in year one

By the end of your first year, you've articulated and begun executing a clear multi-year vision for AI-native support. Customer-facing agents are handling the majority of L1 tickets autonomously. Agent-assisted workflows have materially shortened bug resolution cycles. You're tracking inflow and resolution rates with enough precision to make confident capacity recommendations. And the team is operating as a strategic function — not a help desk — with ticket volume growing and manual effort not growing with it.

• 💰 Competitive Compensation. For this role our base salary is targeted at $158-185k USD.
• Final offer amounts are determined by factors such as experience and expertise. We take a geo neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. 
• 🏆  Syndio Equity. So you can share in Syndio’s success.
• 🏝  Flexible Vacation Policy. We encourage our team to recharge when they need to, plus paid sick & safe time, compassion leave, parental leave, and voting leave. 
• 🩺  Medical, Dental, Vision. Syndio pays 90% of employee premiums, and 50% for dependents.
• 🏥  Life Insurance & Disability. Syndio covers the full premium.
• 🏦 401(k). To help you save for your future
• 📍 Remote-First within the following approved East Coast states: CT, DC, FL, GA, MD, MA, NJ, NY, OH, PA, RI, SC, VT, and VA #LI-Remote 

Interview overview

Below you'll find an outline of the interview plan for our Senior Manager, Applications Support position. Please note that while this is what we expect the process to look like, we may ask you for supplemental information or require an additional step before making a final decision.

1. Recruiter Screen - 25min
2. Hiring Manager - 30min
3. Loop - Three 30-45 min video calls with departmental peers and cross-functional team members - 2hrs max
4. Final Interview - Engineering Leader - 30min

Mission

Speechify is the easiest way to listen to the world’s information. Articles on the web, documents in the cloud, books on your phone. We absorb it all and let you listen to it at your desk, on the go, at your own speed, and with tools that make learning easier, deeper, and faster.

What streaming services have done for audio entertainment, we’re doing for audio information. And whatever we’re doing seems to be working. We’re #1 in our category, and experiencing exponential growth.

Overview

We're looking for a Senior Software Engineer to join our Core Experiences Team. This team builds and maintains the foundational services and SDKs that power Speechify’s product experience across platforms. It's a critical role for someone who enjoys working at the intersection of product and infrastructure, thinks strategically, and is passionate about designing clear, reliable APIs and simple systems that directly enhance the user experience.

What You’ll Do

• Collaborate with Speechify’s Product Teams to scope projects, find ways to reduce scope to get faster feedback from customers, navigate the integration/UX tradeoffs relevant to different product teams, and deliver solutions via our cross-platform SDK
• Optimize existing functionality to ship things like faster loading and more intelligent parsing by designing more efficient abstractions and improving our algorithms
• Ship cloud functions, lightweight backend services, and jobs using Kotlin

An Ideal Candidate Should Have

• Systems thinking. You know that optimizing a system requires end-to-end design, and you believe simplicity is valuable.
• Speed. You work quickly to generate ideas and options and know how to decide which things can ship now and what things need time
• Focus. We’re a high-growth startup with a busy, remote team. You know how and when to engage or be heads down
• Collaboration. You know how to inspire, play, and negotiate with opinionated designers, marketers, and PMs
• Preferred Tech Stack:
  • Kotlin Multiplatform (Java experience is OK but role is Kotlin Multiplatform) 
  • Prior experience with GCP is a plus

What We Offer

• A fast-growing environment where you can help shape the company and product.
• An entrepreneurial-minded team that supports risk, intuition, and hustle.
• A hands-off management approach so you can focus and do your best work.
• An opportunity to make a big impact in a transformative industry.
• Competitive salaries, a friendly and laid-back atmosphere, and a commitment to building a great asynchronous culture.
• Opportunity to work on a life-changing product that millions of people use.
• Build products that directly impact and support people with learning differences like dyslexia, ADD, low vision, concussions, autism, and more.
• Work in one of the fastest growing sectors of tech, the intersection of artificial intelligence and audio.

Think you’re a good fit for this job? 

Tell us more about yourself and why you're interested in the role when you apply.
And don’t forget to include links to your portfolio and LinkedIn.

Not looking but know someone who would make a great fit? 

Refer them! 

Speechify is committed to a diverse and inclusive workplace. 

Speechify does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Robots & Pencils is seeking an experienced, outcome-oriented IT Manager to lead and evolve our internal technology environment across a distributed, international team. 

You will own the lifecycle, performance, and reliability of internal systems supporting team members across four countries, with offices in Cleveland, Calgary, Lviv (Ukraine), and Bogota 

You will implement scalable systems, standardize core processes, and strengthen internal technology foundations so our teams can move faster, collaborate better, and focus on meaningful client outcomes. 

Key Responsibilities 

Application Lifecycle & Systems Ownership 

• Own application lifecycle management end-to-end, including evaluation, acquisition, rollout, support, maintenance, optimization, and retirement 

• Rationalize underused or redundant tools to reduce platform sprawl 

• Lead critical systems implementations, including HRIS and PSA platforms 

• Build structured implementation plans with clear milestones, adoption targets, and risk mitigation strategies 

• Ensure internal systems scale with company growth across offices and time zones 

Process Standardization & Operational Excellence 

• Standardize onboarding and offboarding processes across countries and offices 

• Improve helpdesk and service workflows for speed, clarity, and accountability 

• Create repeatable, documented processes that balance consistency with flexibility 

• Strengthen internal operational visibility without introducing unnecessary bureaucracy 

• Continuously refine systems based on usage patterns and team feedback 

Vendor, Inventory & Cost Management 

• Own vendor relationships and service-level agreements 

• Manage hardware and software procurement, inventory tracking, and cost allocation 

• Strengthen oversight of SaaS subscriptions and AI-related spend 

• Optimize licensing and subscription usage for efficiency and scalability 

• Ensure vendor performance meets reliability and support expectations 

Security & Compliance 

• Support security awareness training and internal risk assessments 

• Contribute to annual SOC 2 compliance certification efforts 

• Strengthen documentation and audit readiness, including maintaining a structured Vanta repository 

• Ensure internal systems meet security, governance, and compliance standards 

• Proactively identify and mitigate operational and compliance risks 

Team Leadership & Cross-Functional Collaboration 

• Lead the team responsible for helpdesk support and systems maintenance 

• Partner closely with HR, Operations, and Engineering to translate business needs into durable IT solutions 

• Communicate clearly with both technical and non-technical stakeholders 

• Balance competing priorities with sound judgment and a service-oriented mindset 

• Drive accountability and clarity across distributed teams 

Required Skills & Qualifications 

• 8+ years of relevant corporate IT experience 

• Experience analyzing, implementing, and evaluating enterprise IT systems 

• Strong background in SaaS management and cloud infrastructure (AWS) 

• Demonstrated success with security frameworks, audits, and compliance programs, including SOC 2 

• Fluency with Microsoft 365 (certification is a plus) and comfort working with tools such as GitHub and AWS 

• Project management experience with successful rollouts of new systems and documented risk mitigation strategies 

• English fluency (written and spoken) 

Nice to Have 

• PSA or ERP implementation experience 

• Experience operating in distributed, international organizations 

• Exposure to SaaS rationalization and cost optimization initiatives 

Personal Competencies 

• Outcome-Oriented – Focuses on operational impact, reliability, and measurable improvements. 

• Systems Thinker – Standardizes processes without creating unnecessary friction. 

• Service-Minded – Prioritizes user experience for internal teams. 

• Operationally Disciplined – Drives clarity, structure, and accountability. 

• Adaptable – Balances competing priorities calmly and effectively. 

• Ownership-Driven – Follows through and ensures systems perform as intended. 

Why This Role Matters 

At Robots & Pencils, we build smart systems for the human world. When our internal technology is strong, our teams move faster, collaborate better, and spend more time delivering meaningful outcomes for clients. This role turns IT into a true enabler of creativity, security, and scale across borders and time zones. 

You will strengthen the foundation that allows every product team to operate at a higher level. This is operational leadership with measurable organizational impact. 

Why Join Robots & Pencils? 

We don’t just maintain systems; we build environments where teams can do their best work. 

You’ll help modernize internal infrastructure, lead high-impact system implementations, and influence how a distributed digital product company operates at scale. 

You’ll work at the intersection of operations, security, and systems architecture, driving durable improvements that power the entire organization. 

What You Will Do and Learn

We are currently looking for a Solution Architect in our OneStream practice. This role is responsible for implementing financial technology solutions using the OneStream software platform. 

OneStream is a modern, cloud-based solution in the Corporate Performance Management (CPM) space. CPM systems are used by large companies to manage several finance and accounting functions, including consolidated financial reporting, budgeting & planning, and account reconciliation. We hire individuals that are passionate about solving problems and bringing innovative ideas to our clients and our team. As part of the OneStream team, you will help build a practice that is able to identify and implement solutions to help our clients utilize technology to run their businesses more effectively.

In this role, the ideal candidate will be able to:

• Lead OneStream solutions through full cycle – requirements and design, development, testing, training, implementation, and support
• Lead full pre-sales cycle – introduction, scoping, drafting estimate and proposal, creating statement of work contract
• Collaborate seamlessly with internal and client-side resources and effectively communicate across various audiences
• Approach problems creatively and apply technology to solve business challenges
• Adhere to Spaulding Ridge delivery methodology and project standards, and ensure that project deliverables and milestones are completed on time
• Work in a fast paced, dynamic environment and deal with ambiguity
• Work with leadership to develop and grow the practice further including revenue attainment, sales and marketing assets, partnership with OneStream, internal COE and helpdesk, training, recruiting, onboarding, and staffing
• Embrace the Spaulding Ridge culture and internal initiatives, including community service, training, interviewing, and social/networking activities

In addition to the expectations listed above, the ideal candidate will possess experience in the following areas:

• Degree in Finance, Accounting, or Management Information Systems
• 7+ years’ experience implementing or optimizing OneStream or other EPM/CPM applications (Hyperion Financial Management (HFM), Hyperion Planning, Financial Consolidation and Close Cloud, etc.)
• Strong knowledge of the financial processes, including experience with financial close, consolidations, financial reporting, and FP&A
• Deep understanding of accounting processes, including account reconciliations, intercompany eliminations, currency translation, allocations, and top-side adjustments
• Prior experience gathering business requirements and translating those to help design a solution
• Previous experience leading full-cycle EPM/CPM implementations
• Experience with VB.net
• Experience with data integration between different systems/sources

We take care of you!

As an employee of Spaulding Ridge, you will part of a company that is providing innovative opportunities to impact our clients in a meaningful way.  We believe giving back is core to our values and as part of this effort, you will be given the opportunity to participate in different opportunities throughout the year including SR’s day of service, giving back to our global community.  Here are some our great perks and top benefits to highlight:

• Competitive benefits package, including medical, dental, vision, RRSP and Life insurance
• Flexible Time Off
• Paid holiday time
• Paid maternity and paternity leave
• Monthly technology and wellness allowance
• Annual training allowance program

#LI-KP1