• L2 escalation resolution — handle every ticket agents can’t resolve in 15 min. • Live debug calls — jump on calls with customers to troubleshoot issues in real-time when text isn’t enough. • Agent training — run weekly sessions on new features, common issues, and troubleshooting workflows. • Record everything for the onboarding library. • Knowledge base — build and maintain internal KB + Intercom help articles. • Queryable AI knowledge — feed Fin AI / Custom GPT with all docs, university transcripts, and resolved ticket patterns so agents get answers in under 30 seconds. • Bug triage — reproduce bugs before escalating to Dev. • Document repro steps, priority, and context. • Intercom optimization — set up macros, auto-replies, routing rules, and SLA tracking. • Product feedback loop — aggregate top 5 customer pain points bi-weekly, ranked and structured, delivered to Head of Ops and Product. • NPS — send post-resolution + quarterly NPS surveys, analyze results, report trends. • Reporting — daily review (ticket volume, open issues, agent performance), weekly report by Monday.

• You will drive key retention and engagement metrics by identifying and launching high-value features that align with our Q3/Q4 business goals. • You will act as a "product therapist" for the business, working with various Business Owners to maximize the use of our existing feature set to solve immediate problems. • You will lead the discovery process to separate the "nice-to-haves" from the "must-haves." • You will manage the delicate balance of stakeholder expectations, providing clear roadmaps and technical feasibility assessments.

• Ensure that leads are routed, scheduled, documented and reconciled accurately. • Drive speed-to-lead, data integrity, reporting accuracy, and cross-functional alignment. • Answer inbound lead calls • Route leads to appropriate reps within defined SLA • Ensure accurate customer information collection • Create and maintain customer records • Transfer Customer to ISR Team, OSR Team, or office • Schedule Quotables (Field Leads)

• Provides highest level customer support by resolving escalated customer complaints/questions. • Processes highest volume of inbound calls and other correspondence. • Negotiates alternative options for warranty with manufactures on behalf of the customer. • Identifies product trends and communicates concerns to quality team. • Collaborates with stores, merchandising and other operations departments to quickly solve issues. • Processes subcontractor invoices.? Identifies and corrects discrepancies. • Schedules service appointments. • Prepares reports regarding warranty and repair service using Storis and Company Intranet systems as well as several web-based systems. • Communicates with internal and external personnel in a professional and timely manner. • Maintains accurate files and processes in order to maximize productivity. • Processes open work orders in need of resolution. • Performs other support as needed. Other duties as assigned.