• Deliver exceptional customer support through live chat, email, and social media in English • Take full ownership of customer issues, proactively providing solutions that genuinely help and benefit our customers • Monitor for and report technical incidents to our engineering team • Maintain and continually improve our high service standards • Manage customer complaints and escalate issues when necessary • Help improve our service and products by capturing and acting on customer feedback • Utilize Jira to describe and assign tasks to the technical team • Collaborate effectively within our talented and dynamic team

Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform. Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. We're building solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you. About the role: The Sr. Customer Support Associate will play a critical role in supporting Laurel’s growing user base during peak US business hours. This person will deliver a superior experience to our customers by helping them work through technical issues, learn how to use our product, and escalate their feedback to our internal team. Beyond the queue, this person will contribute to strategic initiatives that improve the overall support experience — from documentation and process improvements to AI agent optimization. We’re looking for someone who takes ownership, follows through, and is always looking for ways to make things better for customers and teammates alike. What you will do: - Becoming an expert on the Laurel product. - Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during core US business hours (9am–6pm ET). This includes: - Doing first-line technical troubleshooting and problem-solving to resolve customer issues. - Thoroughly documenting technical problems that users are encountering, and escalating them internally as needed. - Educating customers about our product. - Independently staying up-to-date on product changes. - Thoroughly understanding customers’ needs and preferences, and articulating these internally on an as-needed basis. - Owning strategic projects in Customer Support, including Help Center articles, internal documentation, and support operations initiatives. - Identifying patterns across customer conversations and proactively surfacing improvements to documentation, processes, or the product. - Collaborating cross-functionally with Customer Success, Product, and Engineering to drive resolution of recurring customer issues. You will be a great fit if you have: - Are able to work 9am–6pm Eastern Time. - Are based in the United States, preferably on the East Coast. - Have 3+ years of experience providing customer support in a SaaS or software environment. - Have superior written communication skills – you are an excellent “explainer.” - Have superior problem-solving skills and can think systematically about how software works. - Have a proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved. - Have a proven track record of working efficiently and setting appropriate priorities independently in a high-volume environment. - Have demonstrated success driving results outside of the queue – you write excellent documentation, have experience improving support operations, and take initiative on projects that raise the bar for the team. - Have a proven track record of building strong working relationships with colleagues in a remote, distributed environment. - Are comfortable in a low-context, fast-moving environment. - Are a self-starter who requires minimal supervision. Flexibility and Logistics Location: This is a remote role. You must be based in the United States, with a strong preference for the East Coast. Work times: This team member will work 9am–6pm Eastern Time. These hours correspond to the peak of our ticket volume and are not flexible. This team member may be asked to work some holidays on a rotating basis. Why join Laurel: - To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian - A smart, fun, collaborative, and inclusive team - Great employee benefits, including equity and 401K - Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team - An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying time We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo. Laurel is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are not able to support visa sponsorship or relocation assistance. If you think you'd be a good fit for this role, we encourage you to apply, even if you don’t perfectly match all the bullet points in the job description. At Laurel, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. Every day, we aim to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!

Job Posting: Since 1953, Ferguson has been a source of quality supplies for a variety of industries. Together We Build Better infrastructure, better homes and better businesses. We exist to make our customers’ complex projects simple, successful, and sustainable. We proactively solve problems, adapt and grow to continuously serve our customers, communities and each other. Ferguson, a Fortune 500 company, is proud to provide best-in-class products, service and capabilities across the following industries: Commercial/Mechanical, Facilities Supply, Fire and Fabrication, HVAC, Industrial, Residential Trade, Residential Building and Remodel, Waterworks and Residential Digital Commerce. Ferguson has approximately 36,000 associates across 1,700 locations. Ferguson is a community of proud associates who operate with the shared purpose of building something meaningful. You will build a career that you are proud of, at a company you can believe in. We have job openings in our Inbound Customer Experience Division! Your job will be taking care of the customer - “be the hero” as we say here at Ferguson Home Digital. You will be held accountable for your call quality and performance metrics within service. We expect each and every customer experience representative to be present, invested, and committed to the overall customer experience. The ideal candidate will exhibit superb relationship-building and problem-solving skills while providing exceptional service through sales. An exceptional Customer Experience representative will focus on maximizing opportunities within every interaction to drive revenue and overall company growth. If you identify with any of these qualities, keep reading as we want you to join our team! This role is approved to be fully remote within the United States in accordance with company policy. Pay: Earn a comprehensive compensation package, including: - Competitive base salary starting at $17.25 - Eligibility for our annual bonus program - Excellent benefits package Schedule Requirements: - This is a part‑time role requiring 30 hours per week, scheduled over 5 days. - Our Operating Hours are: - Monday–Friday: 5am–6pm Pacific/8am-9pm Eastern - Saturday: 6am–4pm Pacific/ 9:00am–7:00pm Eastern - Your schedule will fall within these operating hours - Evening and weekend shifts are common and should be expected In this role, you will: - Handle inbound calls and chats, averaging 30–35 interactions daily. This role primarily supports post-sales customers, with cross-skilled responsibilities for pre-sales support. - Provide single call resolution on all calls and handling escalations to the best of your ability. - Maintain excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs. - Maintain customer records by logging and retaining correct and precise information in Salesforce.com. - Identify website, process, product page, post-call related inefficiencies or bugs and report them using ServiceNow. - Work with a team of 5-10 Customer Experience representatives. - Success will be measured through call quality, calls per hour, adherence to schedule and de-escalation metrics every month. - Demonstrate strong verbal communication skills with the ability to engage customers. - Attend all scheduled small group trainings. - Complete all Brand Sales Trainings each month. Qualifications: - High School diploma or equivalent is required. - Minimum of 1-2 years of experience in a customer-facing, fast-paced, service-related role. - Proven experience utilizing internal tools and resources to solve customer issues. - Ability to type 40+ WPM for phones and 45+ for chat is required. - Familiarity with Microsoft Office. - Strong organizational skills. - Must be highly meticulous and have outstanding interpersonal skills. - Self-motivated, great teammate, quick learner, detailed and adaptable. Pre-employment drug and background screening required At Ferguson, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more! #Li-Remote - Pay Range: - Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate’s qualifications and prior experience. - $15.00 - $19.04- Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles. - This role is Bonus or Incentive Plan eligible. - Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements. - The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. Equal Employment Opportunity and Reasonable Accommodation Information

• Support CX Onboarding & Implementation, Customer Success, and Support teams through rotational exposure to core workflows and initiatives • Assist with documenting and improving CX processes, SOPs, playbooks, and enablement materials • Help organize, validate, and maintain CX knowledge bases and internal documentation • Support data collection, reporting, and insights related to customer experience metrics (e.g., CSAT, NPS, case trends, QA themes) • Collaborate with CX partners on projects related to process optimization, tooling improvements, AI/automation support, and customer journey enhancements • Participate in CX team meetings, training sessions, and cross-functional working groups • Conduct research, synthesize findings, and present recommendations for improving customer experience and internal efficiency • Assist with ad hoc CX initiatives and special projects as business needs evolve • Prepare and present a final internship project highlighting learnings, outcomes, and recommendations