Headquarters: Mexico

Wati is the world’s leading WhatsApp-first conversational growth platform, empowering businesses to build deeper customer relationships and accelerate revenue growth.Trusted and loved by over 20,000+ customers across 100+ countries, Wati has established itself as the premier choice for businesses leveraging WhatsApp and other messaging channels to connect with customers on their platform of choice.In a world where real-time interactions drive growth, Wati’s story is all about business growth through conversations. At Wati, we believe that every conversation matters, whether it’s engaging a first-time prospect, nurturing a qualified lead, or deepening relationships with loyal clients. We transform these conversations into opportunities for building relationships, and strong relationships lead to increased revenue.Our PlatformThe AI-native platform simplifies complex business operations by bringing all customer interactions under one intelligent roof. Designed for scalability and ease of use, our solution delivers a measurable ROI while adapting to businesses of all sizes, from emerging startups to established enterprises.Our Backing & PartnershipsWati is proudly backed by world-class investors including Tiger Global, Sequoia Capital, DST Global, and Shopify. As a Premium-tier Partner of Meta, Google, and WhatsApp, we maintain the highest standards of integration and platform excellence.About the role- A Level 2 Product Support Engineer – Level 2 is crucial in providing advanced technical assistance to customers or internal teams beyond what Level 1 support can handle. They are responsible for troubleshooting complex technical issues, resolving problems, and ensuring high customer satisfaction. Rotational role no night shifts, but the candidate should be open to early morning or evening shifts and weekend, while maintaining a 5-day work week.Key responsibilities include:Technical Expertise: Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software’s functionalities, configurations, and integrations.Advanced Troubleshooting: Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues.Customer Interaction: Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively.Documentation: Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records.Escalation Management: Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions.Training and Mentorship: Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge.Product Knowledge Sharing: Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers.Quality Assurance: Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process.Feedback Loop: Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement. Bachelor’s degree in Computer Science, Information Technology, or a related field4+ years experience in a technical support role, with a strong focus on troubleshooting complex technical issues related to SaaS products.Proficiency in using and troubleshooting SaaS applications.Hands-on experience with APIs, webhooks, scripting, and working knowledge of MongoDB or similar databases.Knowledge of data handling, migration, and security within SaaS environments.Experience with remote support tools and troubleshooting methods.Exceptional communication skills, both written and verbal, with the ability to convey technical concepts to non technical users.Experience with modern customer support platforms (e.g., Intercom, Zendesk, Freshdesk).Strong analytical and problem-solving skills with the ability to think critically and logically.Ability to work collaboratively with cross-functional teams and guide junior support agents.Relevant technical certifications (e.g., ITIL, SaaS-specific certifications) would be an added advantage

To apply: https://weworkremotely.com/remote-jobs/wati-io-product-support-associate-l2

Headquarters: Kyiv, 02000 Ukraine

To apply: https://weworkremotely.com/remote-jobs/talentin-customer-support-specialist-igaming-for-truegroup

Headquarters: Nigeria

LemFi (Series B) is building the go-to financial app for the Global South.

Moving to a new country shouldnt mean starting from zero. That’s why our team of 400+ spanning 20+ countries is building a financial ecosystem that helps immigrants stay connected to home, build stability, and create wealth regardless of where they are from or where they live.

What began as fast, affordable remittances is now evolving into a complete platform for multi-currency accounts, payments, credit, and long-term financial growth.

With over 2 million users across the globe, we process over $1.5B in monthly transactions to 30+ countries, proving that borders shouldn’t limit financial opportunity.

The Role

We are seeking a Customer Support Quality Assurance Associate to ensure consistent, high-quality customer interactions by monitoring, auditing, and evaluating support performance against company standards. This role is responsible for identifying gaps, driving improvements, and maintaining compliance to enhance customer satisfaction and overall service excellence.

How Youll Contribute

• Evaluate agent performance using established quality frameworks and scoring models.

• Identify service gaps, risks, and non-compliance trends through regular audits.

• Deliver actionable feedback and quality insights to support teams and leadership.

• Ensure consistency in customer experience, tone, and resolution quality.

• Track, analyze, and report on quality metrics and audit findings.

• Support continuous improvement initiatives to enhance customer satisfaction.

• Maintain comprehensive documentation, audit records, and quality guidelines.

• Prepare ad hoc reports as requested by Management and the Operations team.

• Provide Management with feedback on areas for improvement to enhance service delivery.

• Monitor and audit customer support interactions across all channels to ensure adherence to service quality standards.

Who You Are

• This role requires employees to have a solid understanding of all processes carried out by the Customer Support department.

• Employees must demonstrate emotional intelligence and professionalism when providing constructive performance feedback to support team members.

• Strong written, verbal, and nonverbal communication skills, along with keen attention to detail, are essential.

• Employees should possess problem-solving abilities to develop effective strategies for improving service quality.

• Additionally, the role requires individuals to be both goal-oriented and results-driven.

What You Will Bring

• Tertiary education in marketing, communications, business management, or a related field is preferred.

• 3+ years of experience in customer service, quality assurance, or a related support role.

• Prior experience in Fintech or Financial Services is a strong advantage, particularly in regulated or high-trust environments.

• Comfortable using Google Workspace and CRM platforms, with the ability to learn new tools quickly.

• Excellent communication, empathy, problem-solving, and collaboration skills.

• A self-starter who can work independently, manage priorities effectively, and consistently deliver high-quality work across multiple tasks and deadlines.

The Interview Process

1. Talent Screen (30 mins)

2. Final interview (Task Presentation and behavioural) with the Hiring Team (30mins)

Why Join LemFi?

Love shouldnt be expensive, yet those working hardest for their families often face predatory fees and banking exclusion. We’re changing this.

At LemFi, you wont be just a cog in a machine. Whether designing products, scaling operations, or telling our story, youll tackle complex challenges with real, immediate impact. Your work goes beyond metrics – it puts money back in families pockets and offers access to the previously excluded. Join us to make a meaningful difference, where high performance is a lifeline for millions.

Our Values: How We Win

• Sharp Customer Focus We cut through the noise and prioritize ruthlessly based on what drives real value.

• Lead with Data We trade instinct for insight. We test, analyze, and own the outcomes.

• Ownership We take responsibility for global outcomes, not just local wins.

• Grit We navigate ambiguity with resilience and keep pushing until the customer feels the impact.

You can connect with us on LinkedIn and Instagram and if you haven’t already, download the app on the App Store or Google Play.

Diversity & Inclusion at LemFi

To build the best financial tools for the global diaspora, we need a team that reflects the world we serve. We welcome builders from all walks of life who embody our values over a perfect resume.

Dont meet every single requirement in the job ad? Research shows that candidates from underrepresented backgrounds often hesitate to apply if they don’t check every box. If you are excited about this role and our mission, we encourage you to apply anyway. You might be just the right person for this, or other roles.

To apply: https://weworkremotely.com/remote-jobs/lemfi-customer-support-quality-assurance

Headquarters: Brazil

About Assistantly

Assistantly places exceptional support talent into fast-moving companies where customer experience is mission-critical. As part of our evergreen Customer Support roster, youll be matched with businesses that need dependable, proactive, resourceful specialists who can communicate clearly and solve problems quickly.

Youre supported with coaching, clear expectations, and long-term placement not short-term tickets.

This isnt freelance or temporary work. Its a long-term career pathway designed for impact, stability, and advancement.

About the Role

As a Customer Support Specialist, youll be the voice of the brand youre matched with. Youll help customers, solve problems, escalate issues when necessary, and maintain high-quality communication at all times.

We look for individuals who are empathetic, proactive, solution-oriented, dependable, critical thinkers, and willing to work hard to create great experiences.

Responsibilities

• Respond to customer inquiries via email, chat, or phone
• Solve problems quickly using provided SOPs and judgment
• Maintain accurate records in the CRM or support tools
• Escalate complex cases to internal teams
• Support onboarding, troubleshooting, and follow-up processes
• Prepare support summaries or reports as needed
• Maintain a high standard of written and verbal communication
• Look for patterns and suggest improvements to the support process

Non-Negotiables

• 3+ years of customer support or client-facing experience
• Excellent English (written + spoken)
• Strong emotional intelligence and communication
• Dependable, trustworthy, and consistent
• Proactive and able to make decisions using good judgment
• Fast learner with strong attention to detail
• Experience with helpdesk tools, CRMs, or ticketing systems
• Calm under pressure and solutions-oriented

Benefits

• Competitive salary
• Paid US holidays
• Paid wellness days
• Health & wellness allowance
• Monthly profit sharing
• Upskilling in customer experience, communication & AI tools
• Long-term placement opportunities
• Dedicated Success Manager for coaching and growth

To apply: https://weworkremotely.com/remote-jobs/assistantly-customer-support-specialist-mid-level-full-time

Headquarters: Philippines

At ClickUp, were not just building software. Were architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. Thats why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, youll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team thats redefining whats possible!

The Senior Manager of Customer Support Operations is a high-impact leader responsible for enhancing performance, achieving operational excellence, and ensuring organizational scalability across various support teams and channels. This role acts as the link between strategic leadership and frontline execution, ensuring that every process, project, and personnel initiative directly contributes to business outcomes and customer success.

Key Responsibilities

1. Operational Management

• Oversee and optimize daily queue health in multiple channels, ensuring efficient ticket handling and resolutions across all support channels.

• Consistently meet and exceed SLAs, response times, and service quality benchmarks.

• Conduct rigorous daily validation of queue utilization and task management to ensure accountability and adherence.

• Lead comprehensive weekly operational audits, producing actionable insights and data-driven recommendations for continuous improvement.

• Champion the implementation of automation, AI, and workflow enhancements to reduce friction and increase speed to resolution.

2. Performance Management

• Manage a team of 3-4 managers, managing teams of 10-15 representatives, ensuring alignment in coaching, accountability, and results.

• Maintain and audit Coaching logs and Scorecards to drive team excellence.

• Develop and implement tailored improvement plans based on KPI trends and individual performance gaps.

• Lead decisive performance and behavioral conversations to address challenges and foster high performance.

3. People Leadership

• Inspire and empower managers and their teams through impactful 1:1s, mentoring, and leadership calibration

• Collaborate with senior management and cross-departmental leaders to align on strategy and calibration.

• Build a culture of ownership, obsession, and operational discipline, where excellence and accountability are part of the day-to-day expectations.

• Provide visible and proactive support in team channels, ensuring swift resolution of escalations and manager-tagged issues.

• Invest in leadership bench strength by developing future leaders through structured coaching.

4. Project & Strategic Execution

• Spearhead or contribute to high-impact cross-functional projects that elevate operational efficiency and customer satisfaction.

• Establish and maintain a disciplined weekly cadence of project updates and reporting to leadership.

• Partner with Quality Excellence and other support teams to drive advancements in quality, automation, and team enablement.

• Identify and execute strategic initiatives that position the team as a benchmark for excellence within the organization.

Expectations of Excellence

• Relentless Ownership: Extreme accountability and execution at the highest level.

• Obsession: Mastery, continuous improvement, and setting the highest standards for excellence.

• Effectiveness: Delivering high-impact results, driving innovation, and solving the right problems as a team.

• AI-forward Mindset: Embraces and leverages artificial intelligence tools and strategies to enhance efficiency, innovation, and decision-making within the team.

Minimum Requirements

• 10+ years in customer-facing people management

• 5+ years at a senior manager/director level

• Proven experience managing up, presenting to leadership, and executing on strategic initiatives.

• Strong understanding of support operations and case management across multiple channels (chat, email, and phone).

• Track record of leading teams to meet, exceed, and increase target KPIs.

• Excellent communicator and collaborator with cross-functional teams, including Product, Marketing, Sales, and Professional Services.

• Proven ability to lead customer-facing teams and drive success in SaaS/cloud environments; must bring hands-on technical expertise combined with strong leadership capabilities.

• Experience with advanced AI tools and their application in customer support operations.

Preferred Requirements

• Certification in project management methodologies (e.g., PMP, Agile, or Scrum).

• Advanced degree in Business Administration, Management, or a related field.

• Proven track record of implementing automation solutions to improve operational efficiency.

• Familiarity with customer support platforms like Zendesk, Salesforce, or similar tools.

• Experience in scaling support operations in a high-growth SaaS environment.

• Proficiency in Google Sheets, Tableau, and working with APIs to analyze and visualize data effectively.

Critical Metrics

• Customer Support SLA for all key channels (email, chat, etc.)

• Productivity – Solves per Hour

• Internal Quality Scores – Business Critical, Customer Critical, Compliance Critical, and Non-Critical

• Customer Satisfaction (CSAT)

• Customer Effort Score (CES)

• Employee Engagement Score

• Overall Team Responsiveness: First Response Time, Escalations Response Time

#LI-Remote

#LI-GP2

Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each persons journey to build their boldest career.

Equal Opportunity Employer

ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Privacy Notice

ClickUp collects and processes personal data in accordance with applicable data protection laws.

• If you are a European Job Applicant, see our privacy policy for further details.

• If you are a Philippine Job Applicant, see our and our Philippine Data Privacy Notice for further details.

Visa Sponsorship

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

Fraud Alert

ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Please disregard any offers received outside these channels and report them to support@clickup.com.

To apply: https://weworkremotely.com/remote-jobs/clickup-senior-manager-customer-support

Headquarters: USA (Remote)

About LILT

AI is changing how the world communicates and LILT is leading that transformation.

We’re on a mission to make the world’s information accessible to everyone, regardless of the language they speak. We use cutting-edge AI, machine translation, and human-in-the-loop expertise to translate content faster, more accurately, and more cost-effectively without compromising on brand, voice, or quality.

At LILT, we empower our teammates with leading tools, global collaboration, and growth opportunities to do their best work. Our company virtuesWork together, win together; Find a way or make one; Quicker than they expect; Quality is Job 1guide everything we do. We are trusted by Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of global Enterprises. Backed by Sequoia, Intel Capital, and Redpoint, were building a category-defining company in a $50B+ global translation market being redefined by AI.

Languages: English, Arabic, Bengali, Simplified Chinese, Traditional Chinese, French, German, Hindi, Indonesian, Japanese, Korean, Portuguese (Brazil), Russian, Spanish, Swahili, Tamil, Telugu, Thai, Turkish, Urdu, Vietnamese

Location: Remote

Project Overview

We are seeking highly qualified subject matter experts in the area of AI Customer Support with a focus on Contact Center & Voice-to-voice (ASR) QA to support a suite of innovative AI-focused projects. This is an exciting opportunity to contribute your expertise across a range of activities aimed at enhancing model based Customer Support.

This role pays up to $100.00 per hour*

You can expect 10-20 hours of work per week with potential for increased hours and extension.

Role Overview:

As an AI Customer Support Specialist, you will play a critical role in training AI models by participating in a variety of subject matter specific data annotation projects leveraging critical thinking and subject matter knowledge. Your contributions will help fine tune AI performance in the realm of Contact Center QA. This is a remote, freelance position.

Requirements:

• Native speaker of one of the listed languages

• University degree (preferably Masters, PhD level) in Communications, Marketing, Psychology, Sociology, IT or relevant fields

• Proven professional experience in Contact Center QA

• Strong grasp of Contact Center terminology and industry practices

How to apply:

Please submit your CV in English highlighting your Contact Center QA background, professional and educational experience.

*Rates may vary depending on several factors, including:

• Level of expertise and education (e.g., Masters Degree holders may qualify for higher rates)

• Results of skills assessments

• Geographic location

• Specific project requirements and urgency

Our Story

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. While together at Google, they were amazed to learn that Google Translate wasnt used for enterprise products and services inside the company.The quality just wasnt there. So they set out to build something better. LILT was born.

LILT has been a machine learning company since its founding in 2015. At the time, machine translation didnt meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, human-in-the-loop systems, and now agentic AI.

With AI innovation accelerating and enterprise demand growing, the next phase of LILTs journey is just beginning.

Our Tech

What sets our platform apart:

• Brand-aware AI that learns your voice, tone, and terminology to ensure every translation is accurate and consistent

• Agentic AI workflows that automate the entire translation process from content ingestion to quality review to publishing

• 100+ native integrations with systems like Adobe Experience Manager, Webflow, Salesforce, GitHub, and Google Drive to simplify content translation

• Human-in-the-loop reviews via our global network of professional linguists, for high-impact content that requires expert review

LILT in the News

• Featured in The Software Reports Top 100 Software Companies!

• LILT makes it onto the Inc. 5000 List.

• LILTs continues to be an intellectual powerhouse, holding numerous patents that help power the most efficient and sophisticated AI and language models in the industry.

• Check out all our news on our website.

Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT’s Privacy Policy at https://lilt.com/legal/privacy.

At LILT, we are committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including rsum screening, assessment scoring, and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns, require accommodations, or would like to opt-out of the use of AI in our hiring process, please let us know at recruiting@lilt.com.

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individuals race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.

To apply: https://weworkremotely.com/remote-jobs/lilt-ai-customer-support-ai-training

Headquarters: Ukraine

About UsPearl is AI for professional services at global scalecombining advanced AI with verified human expertise to deliver help thats accurate, accountable, and fast. Since 2003, our network has connected millions of customers with licensed professionals across 196 countries, making real expertise available anytime, anywhere.About the RoleThe Associate Manager, German ustomer Support is responsible for the day-to-day supervision of the German Customer Support team while remaining actively involved in customer support. This role combines hands-on ticket work with team leadership, quality oversight, and operational monitoring across live (voice) and non-live (email, chat) channels.The Working Lead plays a critical role in ensuring service-level targets are met, coaching agents on quality and performance, and supporting the transition of German customer support work to an in-house model.What Youll DoLead, coach, and develop Customer Support Representatives on the German team.Monitor email and voice queues in real time and take action to meet service-level targets.Ensure all ticket-based work is completed in line with agreed SLAs.Support agent-level and AI-driven quality audits across all channels.Provide structured coaching and feedback based on quality audits and KPI performance.Conduct mock calls with new hires post-training to assess readiness for live support.Analyze quality and performance trends and provide clear recommendations to International Leadership.Collaborate with Operations and Training to improve processes and implement service standards.Provide hands-on German customer support (~50%) via email, chat, and voice when needed.What Were Looking For13 years of relevant employment experience in a contact center or customer support environment.German proficiency at C1C2 level or native.Strong written and verbal English communication skills.Experience working with KPIs, quality monitoring, and performance management.Strong computer skills and ability to work with data and AI-enabled tools.Passion for quality-driven work and continuous improvement.Self-motivated, data-driven, and Lean-oriented.Humble, open to feedback, innovative, and proactive.#LI-DNIOur Values Data driven: Data decides, not egos Courageous: We take risks and challenge the status quo Innovative: We’re constantly learning, creating, and adapting Lean: We focus on customers, using lean testing to learn how to serve them best Humble: Past success is not a guarantee of future successOur Commitment to an Inclusive WorkplaceWe welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. Pearl is committed to an inclusive workplace. Pearl is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.AI Disclosure & Informed ConsentArtificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process.For more information see our AI Disclosure and Consent Policy.#LI-Remote

To apply: https://weworkremotely.com/remote-jobs/pearl-associate-manager-german-customer-support

Founded in early 2021, Ibility is a Service-Disabled Veteran-Owned Small Business and a Woman-Owned Small Business, headquartered in Gaithersburg, MD. Ibility is a small but mighty company that is positioned for rapid growth. Simply put, we help government leaders to achieve their mission by designing creative products and programs that delight their customers and make their employees more efficient – building trust and improving overall satisfaction. We use human-centered design principles in every engagement because we believe the end-user is critical to the long-term success of any solution. Our team is fun, passionate, bold, and creative. We live our mission every day to inspire people, create cool stuff, and make a lasting impact on the world!

Position Overview:

Ibility is looking for a Senior – Biomedical Clinical Engineer who is experienced personnel with demonstrated expertise supporting VHA medical centers and Biomedical Engineering departments. All staff must understand VISN structure, VA medical center operations, and biomedical equipment program management within complex healthcare environments.

Please note, this position is contingent upon award (March 2026)

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Key Responsibilities

• Knowledge of concepts related tocomputer basedmedical systems, networking protocols, and information security as it applies to medical technology.
• Competency in conducting a medical equipment management program that is compliant with applicable healthcare standards and regulatory agencies.
• Ability to manage a recall and safety alert program for medical devices, including medical device hazard investigations, toassurecompliance with patient safety goals, SMDA, and TJC requirements.
• Understanding of regulatory agencies requirements, industry regulatoryrequirementsand International Standard Organization standards

• Masters degree in biomedical engineeringand Certification as a Clinical Engineer (CCE).
• 20+ years of hospital and healthcare experiencemaintainingmedical equipment and managing a hospital medical equipment program.
• 20+ years of experience and skill in communicating and working collaboratively with key stakeholders, including technical and professional staff at various levels of a healthcare organization.
• 10+ years ofexpertisein incident investigations involving medical equipment and setting associated national healthcare system guidance.

• Experience within a VA medical center and Biomedical Engineering department
• Experience working in or with the Veterans Health Administration (VHA)
• Understanding of VISN, VA medical center, and Biomedical Engineering department operations

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We are committed to diversity, inclusion, and accessibility. We are an Equal Opportunity Employer in all aspects of employment and do not discriminate for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.