• Serve as the primary point of contact for participants and site coordinators via phone, email, and support channels • Respond to inquiries about payments, reimbursements, account updates, travel support, and platform navigation with genuine empathy and efficiency • Triage and escalate issues thoughtfully to ensure nothing falls through the cracks • Keep detailed, clean documentation of interactions and outcomes — the kind that makes future-you (and your teammates) grateful • Map and document our support processes end-to-end — own the workflows, find the gaps, fix them • Identify repetitive tasks and deploy AI tools and automation to handle them at scale, freeing up human attention for high-impact moments • Create and maintain FAQs, knowledge base articles, support playbooks, and onboarding resources • Evaluate and implement support technologies — ticketing systems, AI chat tools, knowledge management platforms — with a bias toward what actually works • Define the metrics that matter and build reporting to track them, then use that data to make smarter decisions • Spot patterns in support issues and work cross-functionally to address root causes, not just symptoms • Bring participant and site feedback directly to Product and Operations to influence what gets built next • Contribute to team meetings with real insights and opinions — not just updates • Help define what this function looks like in two years, then help build it

Role Description AO Globe Life is hiring qualified professionals to join our mission-driven, fully remote team. Whether you’re a recent graduate in business, marketing, communications—or seeking a people-first career with long-term growth—this opportunity provides a strong professional foundation. We offer comprehensive training, structured mentorship, and inbound client interest so you can focus on delivering exceptional service and building meaningful relationships from anywhere in the United States. Key Responsibilities - Conduct virtual consultations with clients via Zoom - Guide individuals and families through personalized supplemental benefit options - Support clients throughout the enrollment process - Maintain accurate and organized digital records - Deliver high-quality customer service and follow-up communication - Participate in weekly training sessions and mentorship programs - Build long-term client relationships rooted in trust and professionalism Qualifications - Strong interpersonal and communication skills - Organized, self-motivated, and comfortable working independently - Confident in virtual meetings and familiar with digital tools - Passion for service-driven work and helping others - Customer service or client-facing experience preferred, not required - Authorized to work in the United States - Reliable internet connection and Windows-based laptop with webcam Benefits - 100% remote work environment - Flexible scheduling - Inbound client interest — no cold outreach - Weekly pay via direct deposit - Comprehensive training and full licensing support - Performance-based bonuses - Equity opportunity for qualifying team members - Clear career advancement pathways - Collaborative, mission-focused team culture Company Description For over 70 years, AO Globe Life has provided supplemental benefits to working-class families nationwide, including union members, credit union members, and veterans. As a remote-first organization, we are committed to delivering meaningful service while creating flexible, long-term career opportunities for our team members. If you’re ready to build a career that blends purpose, flexibility, and professional growth, apply today and take the next step.

• Answer customer inquiries and provide policy information. • Assist customers with policy changes and updates. • Process insurance claims and follow up with customers. • Maintain accurate records of customer interactions.

• Respond promptly and professionally to customer service emails related to product inquiries, order placement, account information, and general support needs. • Answer incoming phone calls regarding:  • Credit card payments  • New order placement  • Order status updates  • Product pricing and availability  • Streaming video inquiries  • General customer inquiries for The Mailbox, a division of Infobase Holdings, Inc. • Provide customer support for The Mailbox, including:  • Subscription cancellations  • Verifying subscription expiration dates  • Processing subscription refunds  • Assisting with website login issues  • Updating customer account information (email, password, grade level changes)  • Sending payment receipts • Process customer orders for print, DVD, eBook, and streaming titles received through:  • Customer Service email  • Company website  • Phone calls  • Personal email communication  • Direct requests from Business Development Executives • Create and maintain new title records in NetSuite, the company’s billing and invoicing system. • Collaborate closely with the warehouse team to:  • Confirm product stock availability  • Verify shipping details  • Obtain proof of delivery • Communicate and coordinate with the Sales Department to address customer inquiries and ensure timely follow-through. • Partner with Accounts Receivable to resolve billing issues and respond to payment-related questions. • Collaborate with Video Support and Technical Support teams to assist customers with technical issues and escalate cases when necessary. Perform other duties as assigned.