• Lead, mentor, and grow the Support team, managing daily operations, scheduling, and escalation protocols. • Define, document, and implement efficient support processes, policies, and best practices. • Manage and prioritize customer issues, coordinating with the Engineering and Product teams for bug fixes and feature requests. • Develop and maintain a comprehensive knowledge base, help center articles, and internal documentation. • Maintain a strong customer focus, talking to our users directly whenever possible to understand their needs and challenges. • Analyze support metrics (e.g., response time, resolution rate, customer satisfaction) to identify trends and drive continuous improvement.

• Performs as the advocate that focuses on resolving complex issues or concerns for members or providers. • Leverages a variety of communication channels to provide members or providers with timely, accurate, and personalized resolutions on complex complaints and escalations. • Assesses and researches customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow up as needed. • Provides guidance on various complex member or provider issues to resolve customer’s inquiries or requests. • Provides member or providers with information and resources to further educate relevancy to the complex inquiry or concern. • Provides customer service in a high pace contact center environment over the phone, via live chats and emails. • Continues to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responds to complex or escalated questions. • May lead the team in member or provider request resolution and collaborates inter-departmentally to resolve inquiries or concerns. • Identifies, documents and resolves all customer information and communications and updates leadership on customer needs thru root cause analysis, recommendation and resolution. • Collaborates with training teams to develop training materials and/or programs to ensure quality and adherences to policies and procedures. • Records all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution. • Adheres to quality standards, regulations, and confidentiality through the various communication channels. • Participates in special projects as needed. • Performs other duties as assigned. • Complies with all policies and standards.

• Conducting first phone calls with new members to assess fit for Brightline services • Scheduling appointments for members • Ensuring member paperwork has been completed • Supporting Providers with a variety of administrative tasks • Answering all admin-related questions between sessions • Conducting eligibility checks, filing claims, and collecting member payment • Keeping our internal software tool for the Member Support team ultra-organized • Identifying ways to delight our members, ease the workday for our clinical team, and overall improve our operational processes as we scale • Providing support to Brightline members in both English and Spanish • Ability to work the 12 pm - 9 pm PST shift

• Orchestrate integration between Customer Service, Operations and Academic teams • Ensure execution of contract objectives • Define and monitor SLAs and KPIs for the relevant areas • Build and maintain the Knowledge Base (FAQ) together with the Customer Service team • Supervise technical quality and regulatory compliance of deliverables from Operations and Academic teams • Manage the flow of requests across departments • Act as guardian of Academic Governance with HEIs (Higher Education Institutions) • Map and eliminate bottlenecks between departments • Analyze academic and operational indicators • Establish regular internal alignment rituals between Customer Service, Operations and Academic to ensure a fluent, agile and recurring interface with both clients and HEIs • Serve as the voice of operations and the client internally, addressing technical or regulatory impediments that affect experience and delivery speed • Lead and develop Customer Service, Operations and Academic teams, promoting an ownership culture, quality standardization and solution orientation • Propose and implement process improvements • Lead implementation of automations and technological tools to improve operational efficiency of the areas