The Customer Intelligence Specialist is responsible for delivering exceptional support to our customers through live chat and email via Intercom. This role requires a proactive attitude, strong attention to detail, and the ability to resolve inquiries quickly and accurately. The ideal candidate thrives in a fast-paced environment, communicates clearly, and consistently ensures a positive customer experience. Key Responsibilities - Manage all incoming customer service chats and emails through Intercom. - Respond to customer inquiries with urgency, aiming for reply times within seconds during business hours. - Resolve issues efficiently while maintaining a calm and professional demeanor. - Escalate complex or time-sensitive matters to the appropriate team promptly. - Document and report bugs or platform issues within 30 minutes of receiving the necessary details from the customer. - Review and evaluate responses generated by the Blueberry AI Agent. - Improve AI-generated support responses and continually update training materials for the Blueberry AI Agent to enhance performance and accuracy. - Follow all current MustHaveMenus customer service policies and procedures. - Demonstrate consistent self-accountability and reliability in task execution. Required Skills & Qualifications - Strong work ethic and commitment to delivering excellent customer service. - Ability to remain calm and composed under pressure. - Sense of urgency with a focus on timely and accurate communication. - Basic computer proficiency and comfort navigating online systems. - Ability to learn quickly and adapt to new tools and processes. - Willingness to ask questions and seek clarification when needed. - Flexible and adaptable in a continuously evolving environment. - Resides in the state of Oregon. Position Details - Full-time remote position, 35 hours per week, with 5 hours of on-call availability per week/weekend. - 90-day training and probationary period required. - This role is focused solely on customer service. There is a significant growth opportunity to define and manage the use of technology to automate customer service with the goal of providing higher levels of service to an ever-expanding pool of customers without adding additional resources. Compensation & Benefits - Full, paid medical benefits for the employee, with the option to add dependents at the employee’s cost. - Unlimited PTO, available after successful completion of the 90-day probationary period. - Salary $60k per year.

• Provide customer service via phone, email and chat • Provide technical support to resolve issues and inquiries • Log and track support requests • Maintain up-to-date records of customer interactions • Participate in team meetings to share experiences and suggest improvements

• serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers • provides members and/or providers with timely, accurate, and personalized support on routine complaints • mitigates and prevents complaints from being escalated to resolve in initial contact • documents all member or provider information and communications for quality and performance tracking

• respond enthusiastically to emails, calls, social media, chats, text and product reviews during our busiest season. • providing expert product knowledge and supporting all areas of the business where a direct connection to a runner is present, including providing support for our website, marketing and events, and retail partners. • fulfilling our product guarantee by evaluating product issues and providing solutions for runners. • gather data on opportunities for improvement in the customer experience to keep us driving forward. • be the first and last point of contact to resolve customer inquiries and concerns, ensuring conversations end with a surprised and delighted customer, every time.