• Own the logo and revenue renewal for an assigned portfolio of customer accounts • Build and maintain trusted relationships with key stakeholders across the customer lifecycle • Serve as the internal voice of the customer and advocate for customer needs in planning, delivery, and product feedback • Partner with Sales to ensure seamless transitions between onboarding, adoption, and renewal • Monitor customer health scores, usage data, and engagement signals to anticipate risk and proactively intervene • Conduct regular business reviews and renewal readiness checkpoints with each customer • Coordinate onboarding and technical delivery with assigned Solutions Architect • Support configuration, hygiene, and issue resolution in partnership with the Shared Success team • Act as an expert resource in Bugcrowd’s solutions, educating customers on product capabilities relevant to their unique business cases • Ensure execution of customer journey touchpoints, including onboarding, program performance and health, business reviews, retention, support, aging submissions and other opportunities • Understand and articulate business value and outcomes by aligning usage and adoption of Bugcrowd to strategic business goals of customers • Collaborate with Paid Program Managers (where applicable) to support delivery of Enhanced and Premier service tiers • Document and maintain account plans, customer profiles, and success metrics in Gainsight and Salesforce

• Answer customer calls and reply to email inquiries in a fast-paced environment. • Act as a point of escalation for complex customer and process issues. • Resolve high-priority customer escalation. • Assist customers with navigating the Nutrafol website. • Become an expert on our product. • Think quickly on your feet to customize creative solutions. • Prioritize daily tasks and direct assignments to aid in maximizing efficiency. • Manage Ad-hoc projects as needed. • Take on additional responsibilities and training to improve overall customer experiences.

• Resolve tickets via Live Chat, Phone or Email promptly in a fast-paced environment • Maintain expert-level product knowledge • Participate in Calendly support initiatives • Be the first point of contact for our users when they need help or have questions, providing solutions • Help our customers schedule more meetings • Take a consultative approach to problem-solving • Maintain fantastic written communication skills • Be a Calendly product, use-case, and scheduling industry expert • Patiently empathize with customers with every interaction • Attend ticket audits and receive active feedback on a regular basis • Document & advance customer and internal issues appropriately • Go above and beyond to serve our customers and your team (be a self-starter) • Use your technical savviness and resourcefulness to assist customers relatively autonomously • Take ownership over the customer experience you provide

Company Description Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here. Job Description The Master Lock Consumer Service team is comprised of front-line professionals who take pride in ensuring an excellent customer experience. They are the personal connection between our company and our customers. YOUR ROLE: As the Customer Solutions Representative, you are the “Voice of Master Lock” that consumers interact with when they have product or warranty questions. You will provide world-class customer service to our consumers and receive paid virtual training in Master Lock products to make sure you are ready to assist our customers. Before the completion of training and to ensure you are ready for the role, you will be paired with a tenured teammate to prepare for success in your new career. Master Lock offers a competitive starting rate of $37k/yr ($17.79/hour) and benefits from day one, which include medical, dental, vision, annual bonus opportunities, paid time off, 401K, profit sharing, product discounts, and more. This position is 100% remote and Master Lock provides all the necessary equipment for you to be successful! If this sounds like the position for you, our next training will begin on May 4, 2026 with training hours of 8:00 am-4:30 pm CST (M-F). After training you will transition to our regular contact center hours of Monday - Friday 8:30am - 5:00pm Central Time. Qualifications What you will be doing: - Delivers a consumer experience that drives unsolicited, positive “word of mouth” advertisement for Master Lock - Manages inbound calls from consumers to resolve product and technical support issues. This includes identifying and determining the problem and cause, and explaining the best resolution - Efficient use of technology to assist consumers with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product. - Negotiates solutions in challenging/sensitive consumer situations that have a positive outcome for both the consumer and Master Lock - Maintains professional composure during interactions - Achieves daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures - Records consumer demographics, product information, and troubleshooting efforts as required - Performs other duties and/or special assignments as needed Qualifications: - High School diploma or equivalent required. College degree or currently working towards the completion of a college degree is strongly preferred. - 2 years experience in a contact center or other fast-paced customer service environment required. - Excellent professional communication skills required, both verbal and written - Proficient PC skills with an emphasis on Microsoft Office suite including Outlook and Microsoft Word, experience with Microsoft Teams a plus - Must be able to thrive in a work environment that demands high-level focus, low mobility, and high observation - Possess the ability to maintain a positive approach to the business, demonstrating flexibility and teamwork - Incumbent must have access to a Static IP address via hardwired internet connection and meet internet speed requirements - Incumbent must pass background and drug tests, have a safe and secure workspace, and follow department's Remote Work Policy Additional Information Fortune Brands believes in fair and equitable pay. The base salary range for this role is: $37,000 USD. with the required equipment being provided by Fortunes Brands. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan. At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates. Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com. Equal Employment Opportunity Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic. Reasonable Accommodations Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at fbinleave.fbhs@fbin.com and let us know the nature of your request along with your contact information. Important Notice: Protect Yourself from Fraudulent Job Postings To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.