• Maintain a vast knowledge of the Burner product and any campaigns or experiments for the product; work directly with our product team as our customers’ representative. • Identify and analyze issues using our proprietary tools to determine the underlying cause/s and respond to the customer accordingly with concise next steps. • Collaborate with other agents to resolve issues and respond to cases in a timely, accurate, and professional manner. • Follow internal guidelines for appropriate customer communication. • Stay current on best practices, all things privacy related as well as enlightened hospitality. • Troubleshoot and recreate customer app issues and ticket them to engineers. • Handle App Store & Play Store reviews while maintaining a professional tone. • Have the ability to bring someone new to our product and implement a product that will better our customers.

• Respond to customers via phone, chat, and email to provide quotes and booking assistance. • Confirm order details such as pickup and delivery addresses, service type, and scheduling. • Track active orders in real time and coordinate with drivers or dispatch teams to resolve any issues. • Verify proof-of-pickup and proof-of-delivery before closing out orders. • Apply company policies accurately for cancellations, damages, refunds, and safety concerns. • Document all customer interactions and order updates in CRM and tracking systems. • Identify process gaps and share feedback to improve operations and customer experience.

• Collaborate with the CPO to support bot-building initiatives. • Assist clients with bot management while maintaining minimal customer service/account management functions. • Set up, edit, and test engagement agents using provided scripts and guidelines. • Load content, check functionality, and perform simple updates. • Identify and flag technical issues for escalation to the core team. • Apply basic design skills for light image editing, layout adjustments, and content formatting. • Ensure bots provide a smooth and user-friendly experience aligned with UI/UX best practices. • Generate AI agent videos using internal tools/software. • Adapt quickly to new tools and processes, with training provided to enable you to build your first bot within 2 weeks. • Conduct front-end quality assurance testing to ensure bots display correctly across devices and screen sizes. • Review and validate UI components, interactions, and visual elements for consistency and usability. • Identify UX issues related to user flow, navigation, readability, and accessibility. • Test animations, buttons, links, images, and embedded media for functional accuracy. • Document bugs, usability issues, and visual inconsistencies and coordinate with the core team for resolution. • Perform cross-browser and responsiveness checks as required.

• Answer inbound customer support calls and provide necessary product troubleshooting and support • Timely response to incoming customer support inquiries via email, phone, and support ticketing system • Ensure customers receive consistent and reliable service and support during every interaction • Stay informed and knowledgeable regarding new product releases • Document found issues and steps to reproduce • Investigate issues reported by customers • Educate our customers on how to use Mycase/LawPay/CPACharge products • Other duties as assigned