• Via a chat hotline, sufficiently answer incoming inquiries related to meal planning, nutritional needs, and behavioral challenges in a timely, professional, and supportive manner in line with that patients’ individualized treatment and meal plans as well as Equip protocols and treatment philosophy. • Convert escalated or complex inquiries to phone or video support to ensure timely resolution. • Monitor the chat queue to ensure timely responses, prioritizing multiple conversations at once while maintaining quality and professionalism. • Complete administrative tasks including documentation of interactions and messaging triage/response as appropriate. • Maintain patient confidentiality and adherence to all company policies and procedures. • Deliver on response time, resolution and satisfaction SLAs. • Participate in required training and internal meetings. • Perform other duties as assigned.

• Investigating customer issues diligently, identifying their root causes, and resolving them appropriately for quick resolution • Identifying patterns and proactively addressing issues through swift and professional communication • Acting as a super-user for the TailorMed platform to enhance user experience and patient outcomes • Being an active team player, ready to voice concerns and share best practices • Advocating for our clients and collaborating across functions to deliver a world-class client experience, ensuring they receive maximum value from our solution • Demonstrating technical proficiency in handling customer support tools CRM software and troubleshooting common technical issues related to our platform • Maintaining confidentiality and complying with HIPAA

• Developing and executing project plans, focusing on achieving project goals and objectives. • Leading cross-functional teams to ensure the successful implementation of project activities. • Collaborating with stakeholders to identify project requirements and define project scope. • Mentoring and guiding team members, fostering a culture of excellence and continuous improvement. • Driving the development of project documentation and reports to present findings to stakeholders in a clear and actionable manner. • Staying abreast of industry trends and emerging technologies to integrate best practices into project management strategies. • Contributing to organizational growth through effective project leadership and strategic planning.

• Support French-speaking customers via phone, email, and chat • Handle technical and data-related inquiries, including basic SQL checks • Investigate issues, provide clear explanations, and ensure fast resolution • Collaborate with technical and internal teams to improve service quality • Document cases accurately and meet quality & performance KPIs