Koala Health

• Assist customers over the phone and email with product and service questions • Manage both inbound and outbound calls and emails • Proactively identify solutions to questions you anticipate our pet owners have in each interaction • Take a hands-on approach to resolving every issue, owning it from start to finish • Provide a best-in-class service experience for our customers while working in a fast-paced environment • Provide our customers with technical support when navigating our website • Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

• Place a high volume of outbound calls to prospective clients, introducing them to Koala Health’s services. • Handle inbound customer calls to support a wide range of functions through cross-trained operational workflows. • Clearly explain Koala’s value and guide pet owners through the steps of becoming clients. • Overcome objections and handle questions with professionalism and expertise in Koala’s service. Address questions and concerns in a way that builds confidence and moves conversations forward. • Track and manage outreach activity using internal tools to ensure timely follow-up and accurate records. • Share feedback and insights with teammates to help refine outreach strategies. • Represent Koala with professionalism, empathy, and enthusiasm in every interaction.

• Manage the sales cycle with veterinary practices, including larger, multi-location accounts, from lead generation and cold-call outreach to demo, clinic close, and onboarding • Build relationships with key stakeholders across accounts, including clinic leadership, practice managers, veterinarians, and multi-location decision-makers • Proactively identify solutions to pain points and customer needs by clearly communicating the value of Koala’s home delivery pharmacy solution • Support the onboarding and adoption of new clinic partners, ensuring a smooth experience across individual practices and larger account groups • Remain current on industry trends and the evolving needs of the animal health and veterinary communities • Provide a best-in-class experience for prospects and partners through proactive communication, consistent follow-up, and strong follow-through • Understand that each interaction is about more than solving a single problem; it is an opportunity to build trust, strengthen the relationship, and create a delightful experience

• Own well-scoped work from requirements through release, ensuring solutions meet acceptance criteria and work effectively in real-world operational workflows • Break down larger initiatives into clear milestones, identify dependencies early, and proactively surface blockers and risks • Build production-quality, maintainable code that follows established standards and supports fast, safe iteration over time • Design and implement resilient solutions that account for edge cases, failures, retries, and operational realities • Add and maintain appropriate testing, validate changes in realistic scenarios, and document important behavior or process changes • Partner closely with Product, Pharmacy Operations, Customer Care, Finance, and other stakeholders to clarify requirements and deliver strong outcomes • Participate in code reviews, provide thoughtful technical input, and help improve engineering quality across the team • Support releases, monitor production outcomes, troubleshoot issues, and contribute to follow-up improvements that prevent recurrence • Participate in on-call and help drive incident investigation, resolution, and long-term reliability improvements • Apply secure coding and compliance-minded practices when working with customer, prescription, operational, and payment-related systems

• Manage the sales cycle with veterinary practices from lead generation and cold-call outreach, to demo and clinic close and through clinic onboarding • Proactively identify solutions to pain points and needs our potential customers have regarding the value of Koala’s unique service • Remain current on industry trends and evolving needs of the animal health community • Provide a best-in-class experience for our prospects, including proactive communications and consistent follow up and follow through. • Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

• Own and evolve Koala Health’s end-to-end data infrastructure, including ingestion, transformation, modeling, and delivery. • Design and maintain reliable data pipelines from production systems (e.g., application databases, third-party tools, vendors). • Build and manage data models that support analytics, reporting, and operational use cases. • Establish and enforce best practices for data quality, testing, monitoring, and documentation. • Partner with stakeholders across product, operations, finance, and marketing to understand data needs and translate them into scalable solutions. • Improve the reliability, performance, and cost-efficiency of the data stack as the business grows. • Own incident response and debugging for data issues, proactively identifying and resolving root causes. • Create and maintain clear documentation so data assets are understandable and usable across the company. • Evaluate and implement tooling improvements where it meaningfully improves developer velocity or data quality. • Act as a thought partner to leadership on how data can better support decision-making and operational efficiency.

• Oversee, and manage the relationship with external accountants who run the company’s accounting process, ensuring accuracy, timeliness, and adherence to GAAP. • Support the movement of accounting in-house in a future state. • Manage accounts payable, including vendor setup, invoice approvals, credit card reconciliations, and employee expense reimbursements. • Oversee clinic invoicing, and ensure accurate and timely billing, collections, and accounting recognition. • Review journal entries, and reconciliations prepared by external accountants, ensuring completeness and accuracy. • Partner cross-functionally with operations, marketing, and supply chain teams to ensure transactions are properly captured and classified. • Coordinate the month-end close process with external accountants, including accruals, revenue reconciliations, and balance sheet reviews. • Collaborate with FP&A to align management reporting with GAAP financials. • Review financial statements, and reports for internal stakeholders, ensuring accuracy and transparency. • Maintain documentation and schedules to support future audit readiness. • Maintain and strengthen internal controls across accounting operations, AP, and expense management. • Support weekly, and monthly inventory reconciliations, and audits and related accounting entries. • Oversee tax compliance in partnership with external tax advisors and Avalara, ensuring timely filings for sales tax, payroll tax, and other obligations. • Monitor compliance with company policies, and assist in refining financial procedures as the business scales. • Act as a financial resource for the broader business, responding to accounting, and financial queries including payments. • Identify, and implement process improvements to enhance efficiency, accuracy, and scalability. • Support the CFO in evaluating, and implementing future financial systems (including ERP and automation tools). • Develop and maintain documentation for accounting workflows. and internal controls.

• Own end-to-end lifecycle marketing strategy and execution to drive acquisition, activation, retention, and reactivation. • Build and optimize customer journeys (welcome/onboarding, win-backs, upsell triggers, partnership campaigns) and expand beyond email/SMS into additional channels where it makes sense. • Develop segmentation and targeting by lifecycle stage, contact type, and behavioral data to improve relevance, engagement, and LTV. • Plan, launch, and optimize campaigns through structured testing (hypothesis-driven experiments) and ongoing performance iteration. • Own campaign operations from brief to launch—setup, testing, QA, deliverability, and compliance best practices. • Partner cross-functionally to ensure accurate setup, tracking, attribution, and measurement within CRM and analytics tools. • Monitor lifecycle KPIs (activation, retention, engagement, LTV) and report insights, trends, and recommendations to stakeholders. • Support clinic onboarding and launch coordination, partnering with Sales, Account Management, and vendors to ensure smooth go-to-market execution. • Collaborate on B2B co-marketing initiatives and cross-promotions with partners and merchants, ensuring brand alignment and compliance.

• Own the implementation and ongoing relationship management for assigned clinic partners • Serve as the primary point of contact for partners, ensuring a smooth onboarding experience and continued success post-launch • Drive adoption of Koala workflows and operational best practices that improve compliance, client engagement, and prescription fulfillment • Partner closely with internal teams (Pharmacy, Operations, Product, Growth) to resolve issues, surface insights, and support partner needs • Monitor partner performance and engagement metrics, proactively identifying risks and opportunities for improvement • Support clinics through operational questions, changes, and ongoing optimization of their Koala partnership • Build strong, trusted relationships with practice leaders and staff to maintain alignment and long-term engagement • Communicate partner feedback, trends, and opportunities clearly to internal stakeholders • Maintain accurate documentation and reporting related to partner health, performance, and action plans