• Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive measurable gains in case deflection and customer satisfaction. • Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates. • Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact. • Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles. • Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. • Write, edit, and publish technical, topic-based knowledge articles that enable self-service. • Optimize self-help content based on customer feedback and AI-driven recommendations. • Evangelize and maintain voice and style consistency across all customer-facing content. • Promote a culture of knowledge sharing and continuous learning within the organization. • Report on chatbot and knowledge base performance metrics, highlighting impact and opportunities for improvement.

• Coordinate software support for business units • Troubleshoot complex technical questions and assist users • Perform security access audits and maintain system tools • Manage APIs integrating pharmacy systems • Analyze processes for efficiency improvements • Collaborate with internal and external stakeholders for project progress

• Written administration and adjustment of Family Medical Leave Act (FMLA), state, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies • Communicate clearly and concisely with Human Resources while identifying their needs and educating them on leave concepts and next steps • Meet production and quality goals set by the Absence Department • Maintain complete and accurate documentation of leaves within our proprietary database • Demonstrate respect, sensitivity, confidentiality, and understanding for the HR/employee circumstance while maintaining professionalism at all times • Provide accurate, professional, and timely responses to communications from internal and external clients • Prioritize and organize daily responsibilities in order to meet all deadlines • Provide innovative ideas that can support the ongoing growth of the Absence Department

• Focus on resolving customer issues and ensuring swift response times, making customer satisfaction a top priority. • Adapt to constant changes in our fast-paced, scale-up environment, and staying ahead of the curve with new product releases enabling you to deliver the best possible experience to our valued clients. • You will be measured through team KPIs, including resolution time and response time. You'll have the autonomy to set your own KPIs, giving you the freedom to drive your personal and team growth. • Answer customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues.