• Managing escalated restaurant partner issues that require experienced judgment and a solutions-first mindset • Handling retention conversations with partners who are at risk of canceling, using empathy and product knowledge to find a path forward • Supporting account-focused needs including add-on services, account information updates, and platform questions • Communicating with partners across phone, chat, and email

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position directs and supervises a work unit of Adult Protective Services (APS) professional and support staff ensuring compliance with federal and state statutes, rules & regulations, and policy & procedures which mandate receipt and evaluation of reports of abuse, neglect, and/or exploitation of vulnerable and incapacitated adults, 18 years of age or older. - Provide leadership, mentoring, coaching, and direct supervision of subordinate staff. - Complete Performance Appraisals, authorize leave, approve timecards, recommend and issue disciplinary action, as appropriate. - Evaluate workflow and formulate process improvement plans. - Assign new cases for investigation and support services. - Utilize database reports system for monitoring case work activities and determining appropriate action. Qualifications - Bachelor’s degree in social work, Rehabilitation, Criminal Justice or closely related field and 2 years professional case management/investigation experience (Intake, Needs Assessment, Service Planning, and Monitoring and Evaluation); OR - 1 year as a Human Services Specialist 3 in AZ State Government; OR - 4 years experience providing professional case activities noted above. Prefer supervisory experience. Requirements - Candidates for this position shall be subject to a search of both the Child Protective Services Central Registry pursuant to A.R.S. 8-804 and the Adult Protective Services Registry pursuant to A.R.S. 46-459. - A.R.S. 41-1968 Employee shall have a valid, unrestricted Level One fingerprint clearance card issued pursuant to Arizona Revised Statute 41-1758.07 in order to work with children and vulnerable adults, prior to the start of their employment. - In-state travel may be required. - Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. - Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions. - All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits - Affordable medical, dental, life, and short-term disability insurance plans - Participation in the Arizona State Retirement System (ASRS) and long-term disability plans - 10 paid holidays per year - Paid vacation and sick time - Paid Parental Leave - Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. - Deferred compensation plan - Wellness plans - Tuition Reimbursement - Stipend Opportunities - Infant at Work Program - Rideshare and Public Transit Subsidy - Career Advancement & Employee Development Opportunities

• Lead and oversee the Customer Support team, ensuring timely, high‑quality resolution of customer issues across implementation and ongoing product use. • Own day‑to‑day support operations, including ticket intake, prioritization, and resolution, ensuring accurate documentation and status tracking. • Manage team scheduling and workload distribution to meet service levels and customer commitments. • Identify, manage, and escalate risks or issues that may impact customer satisfaction or team performance. • Act as the primary liaison between Customer Support and Development, ensuring clear communication of issues, requirements, and customer impact. • Lead customer escalations by contributing to technical analysis and recommended paths to resolution. • Coach and develop team members through regular feedback, objective setting, and performance reviews. • Deliver hands‑on support for priority customers when needed, including product setup or configuration support.

• Bring an innovative, AI-first thought process to our customer experience organization. Design customer-centric processes that leverage AI, not just for efficiency gains, but as a core driver of scalable, automated programs that delight customers. • Lead and scale all post-sale customer-facing functions: customer success, customer support, and onboarding/implementation. • Build a world-class customer experience that enables rapid time-to-value, drives platform adoption, and ensures long-term retention and satisfaction. • Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity. • Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time-to-value, etc. • Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency. Drive data-driven decision-making and performance measurement at all levels. • Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion. • Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer across product, sales, and marketing. • Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle. • Champion the voice of the customer within the organization to enhance customer experience and outcomes. • Create feedback loops with the Product team to inform roadmap priorities based on customer experience. • Foster a culture of operational rigor, accountability, and mission-driven customer partnership.