• 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.

• 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.