• Every week, we receive thousands of inquiries across text, email, and phone from potential and current clients. • These range from clients who are uncertain about starting their case, to those who need help completing next steps with their law firm, to clients seeking updates and guidance as their case progresses. • As part of our Client Support team, your role is to meet clients where they are, provide clarity and direction, and build trust in our process. • You’ll spend each day communicating with clients to understand the root of their inquiry, determine the best way to support them, and guide them clearly on next steps. • You’ll become an expert in complex and interesting legal processes, learn to navigate our internal tools (Kustomer, Salesforce, etc.), and support hundreds of ordinary people (each with a unique story) every week.

• Provide easy and low-effort policy servicing experience to Independent Agents via their preferred method of communication (IB calls, OB calls, Chats or Emails) • Serve as a billing, technical, underwriting and technical support expert • Learn new skills and software to best support agencies • Master multi-tasker • Continually provide feedback to the rest of the Branch team to improve our IA experience • Live into our Root of *Pick up the Phone* to give a world-class Agency experience • Work in a collaborative, fast-paced environment with a team • Advanced understanding and ability to interpret policy language • Embrace Branch’s culture and focus on the importance of social responsibility. • Everyone at Branch is responsible for meeting legal, economic, and ethical standards.

• Triage or respond to second level Zendesk support tickets within SLA guidance • Answer incoming calls from our clients, patients, and pharmacies • Handle more complex technical troubleshooting and sensitive situations • Problem solve and de-escalate • Effectively escalate tickets past the tier 2 queue if required • Work cross functionally with other teams when required to solve an issue • Vet and submit JIRA tickets for Engineering and Operations teams

• Serve as the primary point of contact for Tradeify.co traders and customers, owning interactions from start to resolution through all support channels, including live chat, email, and Discord. • Accurately identify, assess, and efficiently resolve a wide range of inquiries, spanning from general account questions to more complex technical and operational issues related to trading platforms, data feeds, and execution. • Use technical ability to master trading platforms, internal tools, and proprietary systems, maintaining in-depth product knowledge through ongoing education. • Skillfully troubleshoot incoming inquiries, determining severity, and escalating to appropriate internal teams such as Compliance, Operations, and Technology when necessary, ensuring prompt resolution and diligent follow-up. • Make every trader interaction complete, using empathy as well as knowledge to provide white-glove care. • Actively participate in improving Tradeify.co’s trader-focused Learning Center and our internal knowledge bases to promote self-service capabilities for traders. • Contribute to team goals by focusing on customer satisfaction (CSAT), Quality Assurance, and overall response times. • Educate both existing and potential traders in their understanding of how Tradeify.co works. • Participate in beta testing new features and contribute to the overall growth and innovation of the company through idea generation and active participation in collaborative team projects. • Monitor trading systems for common issues and proactively identify potential problems that could impact the trader experience or operational flow. • Adhere strictly to all internal guidelines, compliance procedures, and industry best practices to ensure a secure, transparent, and trustworthy trading environment. • Potentially assist with data accuracy and reconciliation tasks as needed to support robust trading operations.