• Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders. • Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency. • Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers. • Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience. • Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers. • Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function. • Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement. • Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness. • Identify operational gaps, inefficiencies, and risks and take direct action to resolve them. • Support growth initiatives by scaling people, processes, and systems in alignment with business objectives. • Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience. • Perform other duties as assigned.

About the Role The Field Operations Specialist is a part of Turf Tank's Operations department and will report to Field Operations Management. Specialists are responsible for delivering high-quality customer onboarding and on-field customer support, ensuring customers are set up for long-term success. This role emphasizes precision, consistency, and adherence to Turf Tank standards, with direction and oversight provided by the Field Operations Manager. This role ensures successful robot deployments, consistent customer experiences, and reliable day-to-day field execution. What You'll Do New Customer Onboarding - lead on-site robot setup and user training following Turf Tank’s standardized processes - ensure each onboarding meets quality benchmarks for configuration, training, and customer readiness - provide clear training and supporting resources to build user confidence Territory Maintenance - complete on-site service requests and follow-up visits as assigned by the Field Operations Manager - provide timely technical troubleshooting in the field, escalating complex issues through the Field Operations Manager or Support team - document work completed and communicate feedback to the Field Operations Manager for continuous improvement Cusotmer Support - assist during peak seasons by supporting the Robot Support team with overflow requests - follow established checklists, processes, and standards to ensure consistency across all deployments - provide input to the Field Operations Manager on opportunities to refine onboarding quality or improve training materials The Field Operations Specialist must be able to... - deliver clear, structured training to customers in a professional manner - use an adaptive communication style to deliver effective customer training - follow standardized processes and maintain consistency across installs - troubleshoot technical issues using Turf Tank’s best practices - stay task-focused, organized, and responsive while working independently in the field The Field Operations Specialist must have... - experience in technical field service, installation, or training roles - strong communication and instructional skills - technical aptitude with robotics, software, and problem-solving - a customer-focused but process-driven approach, prioritizing quality and consistency in onboarding Requirements - overnight travel is required up to 80% of the time - day travel is required up to 90% of the time - work remotely - possess and maintain a valid driver’s license with a clean driving record - must pass an MVR and drug screen before the start date - maintain eligibility for Turf Tank's fleet insurance Physical Requirements - lift 50 lbs - perform work while standing, stooping, or squatting - work above the shoulder and below knee heights - sit or stand for extended periods (up to 8+ hours)

• Serve as the primary point of contact for customers, providing professional and compassionate assistance throughout the claims process via phone, email, and other communication channels • Anticipate the customer needs and take action to manage the process to full resolution • Provide guidance and information to customers regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims • Develop and maintain a solid understanding of multi-line claim procedures to provide accurate and consistent information to customers • Accurately record and update customer information, claim details, and related documentation in our internal systems, ensuring data integrity and adherence to company protocols • Identify and address customer concerns, complaints, and disputes with empathy and professionalism • Work collaboratively with internal teams to investigate and resolve complex issues, escalating matters when necessary to achieve timely resolutions • Strive to exceed customer expectations by delivering exceptional service, actively listening to customer feedback, and proactively seeking ways to improve the customer experience • Adhere to company policies, procedures, and regulatory requirements, ensuring the privacy and confidentiality of customer information at all times.

Summary: Do you enjoy connecting with people and consider yourself a great listener? If so, then NCD has a perfect role for you. NCD Dental & Vision has an opportunity for a remote Customer Service Advisor to join our team. Your role is simple: provide the highest level of phone service and support to our customers in a timely manner. This position is 100% work from home.  All remote employees must maintain a workspace that allows professional conversations free from distractions and/or background noise. This position requires 2-4 weeks of paid remote training. Equipment will be provided.   Essential Duties and Responsibilities: - Handles both inbound and outbound communication with members and/or providers. - Communicates with clients across multiple channels, including phone, email, and chat. - Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions. - Refers new product enrollment or changes to existing enrollment to a licensed agent. - Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation. - Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact. - Continually maintains working knowledge of all company products and services. - Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits. - Builds trust with members across the healthcare life cycle and improves member retention. - Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence. - Attends and participates in team meetings, skill builders, training exercises.  Qualifications: - 2+ years of customer service or call center experience - College degree preferred, but not required - Excellent verbal and written communication skills - Proficient computer skills including MS Word, Excel, Outlook, Teams - Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously - Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)  NCD Benefits: - Company-paid health, dental, life, and disability insurance - 401(k) with employer match - Opportunity for professional development - Work from home allowance and support - Positive work environment  Compensation: $17.50–$18.50 per hour, based on experience and qualifications. Check us out on Glassdoor!