• Own and continuously improve the CX quality framework across customer support interactions, ensuring consistent evaluation standards and actionable feedback loops. • Analyze customer feedback, support tickets, and operational data to identify recurring issues, root causes, and opportunities to improve the customer experience. • Monitor and report on key CX metrics such as CSAT, CES, NPS, FCR, and ticket trends, using insights to prioritize improvements and measure impact. • Build and maintain data dashboards and reporting frameworks to surface CX performance insights and support data-driven decision making. • Map and evaluate the end-to-end customer journey, identifying friction points and recommending improvements across touchpoints. • Partner closely with Product, Operations, and Training teams to address systemic issues and translate customer insights into product, process, and policy improvements. • Drive continuous improvement initiatives within the support organization, focusing on operational efficiency, quality standards, and customer outcomes. • Translate quality and customer insights into training materials, coaching programs, and process improvements to elevate support team performance.

Role Description With our company experiencing record-breaking growth, we’re looking for motivated, people-oriented individuals to join our 100% remote team. If you enjoy connecting with others and want a career that offers both purpose and flexibility, this could be the perfect fit for you! We believe success extends beyond your career — it should empower your whole life. That’s why we offer the freedom to work remotely with a flexible schedule, supported by a company culture that truly values personal and professional growth. Our guiding principle, the Platinum Rule, says it all: “Do more for others than you would have them do for you.” We live this motto every day — helping protect working-class families and supporting our team members with industry-leading resources. Qualifications - Excellent communication and relationship-building skills - Strong problem-solving abilities and confidence in thinking on your feet - A positive attitude and professional demeanor - Ability to work well independently and as part of a team Requirements - Stable, work-from-home position - Weekly pay and performance bonuses - Exciting incentives, including international travel and brand-new cars - Life insurance and health reimbursement benefits - Retirement plan options - Career growth and leadership opportunities - Training and mentorship provided — no experience required Benefits - Stable, work-from-home position - Weekly pay and performance bonuses - Exciting incentives, including international travel and brand-new cars - Life insurance and health reimbursement benefits - Retirement plan options - Career growth and leadership opportunities - Training and mentorship provided — no experience required Next Steps To be considered, please submit your resume and compensation expectations for review. In the interest of community wellness, all interviews are conducted via Zoom video conferencing.

• Provide exceptional service across multi-channels for all customer communications. • Handle cases with a high level of professionalism and customer centric mindset. • Actively manage customer service related documents for internal tracking and cross team awareness. • Maintain a high level of service awareness at all times. • Work cross-functionally with other e-commerce departments. • Support reporting manager with ad-hoc tasks and duties.

Role Description We are hiring a high-energy, sales-savvy, and tech-comfortable Customer Support & Sales Representative to serve as a frontline ambassador for our brand. This is not a basic ticket-response role. You will protect the customer experience, support revenue through upselling and retention, confidently handle phone conversations, and work heavily inside AI-powered tools to improve speed and automation. You will manage customer conversations across email, chat, SMS, social media, and phone. You will also support light PR and community engagement needs, respond to social media inquiries and comments, and help ensure our brand voice remains strong and professional across platforms. This is a performance-driven role with growth potential into sales, B2B support, or expanded customer experience leadership as the company scales. - Manage inbound tickets via Gorgias (email, chat, SMS, and social DMs) - Respond to customers within a 24-hour SLA while maintaining 95%+ CSAT - Make outbound and inbound phone calls to resolve issues, conduct surveys, and support retention - Confidently recommend add-ons, prepaid plans, and upgrades when appropriate - Convert cancellations into skips, plan adjustments, or prepaid options when possible - Manage subscriptions inside Recharge and maintain accurate Shopify accounts - Coordinate with fulfillment partners to ensure smooth order delivery - Respond to social media comments and direct messages in alignment with brand voice - Work heavily with AI tools to draft responses, improve efficiency, increase automation rates, and properly tag and categorize tickets - Follow structured SOPs and maintain clean, accurate documentation - Manage daily tasks inside a project management tool (Motion) - Track time accurately in Gusto and meet productivity expectations Qualifications - Hands-on Shopify experience - Experience with Recharge or a similar subscription platform - Experience with Gorgias or a similar helpdesk system - Experience working in an e-commerce environment - Comfortable making phone calls - Experience with upselling, retention, or revenue-support conversations - Comfortable using AI tools to enhance productivity and response quality Requirements - Are naturally outgoing and confident on the phone - Have strong written communication skills and can match the brand voice - Are comfortable recommending products and handling objections - Thrive in a structured, fast-paced environment - Are highly organized and self-managed - Embrace AI tools and technology - Take ownership of customer outcomes instead of passing issues along - Care about performance metrics and continuous improvement