• Your main priority is to make our merchants successful, and you’ll use any and all of your tools to make it happen. • Use your Loop product expertise and rapport-building talent to deliver best-in-class service and support to our community of merchants, primarily via email, and by phone call when necessary. • Interact with merchants to provide and process information in response to inquiries, concerns, and requests about our product. • Act as the first line of support to troubleshoot, diagnose, and identify software issues with empathy and a positive attitude. • Escalate unresolved issues and provide detailed documentation to the appropriate team internally for further triaging, and ensure merchants are updated on where they stand. • Prioritize determining the root cause of our merchants’ issues by leading with curiosity and asking the right questions to analyze their symptoms. • Keep merchants productive and loving Loop by offering creative solutions when needed. • Guarantee our merchants always know where they stand at all times by providing clear expectations in accordance with our service level agreements (SLAs). • Stay current with Loop system information, changes, updates, integrations, and competitors in the industry - did we mention we’re growing fast? • Contribute to internal and merchant-facing documentation so that our community always has the most up-to-date information about our product and its capabilities. • Make Loop better by talking to merchants constantly to gather their feedback on our product. • Serve as the Voice of the Customer by sharing and prioritizing product feedback and themes to our Product and Engineering teams.

• Respond to customer inquiries via email, chat, and/or phone • Resolve issues efficiently while maintaining a high level of professionalism • Provide accurate information about products and services • Document customer interactions and feedback • Collaborate with internal teams to improve customer experience • Maintain a positive and empathetic attitude toward customers

• Use consistent troubleshooting techniques to quickly identify root causes and deliver timely, effective solutions. • Follow established support processes and procedures while meeting defined SLOs. • Manage escalations from Support Specialists, maintaining a responsive presence in Slack troubleshooting channels. • Communicate clearly with stakeholders on ongoing system, product, and customer issues. • Support IS systems and end users, including managing user access and ensuring SOX compliance. • Act as the entry point for bugs and issues, creating detailed tickets and supporting resolution with technical teams. • Collaborate with end users, Product Managers, IS, and IT teams to resolve issues and improve systems. • Contribute to documentation, including user guides, access guidelines, and internal knowledge resources. • Assist in onboarding and training new IS Support team members.

Job Title: Customer Care Representative – Travel & Hospitality Job Type: Flexible Schedule | Remote Work About Us: We are a trusted travel planning company specializing in personalized vacations, hotel accommodations, cruises, and group travel. We’re committed to delivering excellent customer service and helping travelers create unforgettable experiences around the world. Position Overview: Destination Knot is looking for friendly, detail-oriented individuals to join our team as Customer Care Representative – Travel & Hospitality focused on hotel bookings. In this remote role, you will assist clients with researching, planning, and securing hotel accommodations that fit their preferences and needs. This position is ideal for those who enjoy helping people, love travel, and thrive in a virtual work environment. Comprehensive training and ongoing support are provided to help you succeed. Key Responsibilities: Assist clients in selecting and booking hotel accommodations Provide accurate information on hotel amenities, pricing, and availability Respond promptly and professionally to client inquiries via phone, email, or online chat Maintain detailed and accurate records of client interactions and bookings Collaborate with team members to ensure seamless client experiences Stay updated on hotel offerings, travel trends, and industry changes Attend virtual training sessions and team meetings Requirements: Strong communication and customer service skills Friendly, professional demeanor and positive attitude Comfortable working independently and managing time effectively Basic computer skills and a reliable internet connection Interest in travel and helping clients plan memorable stays Previous experience in customer service, hospitality, or sales is a plus but not required What We Offer: Flexible, remote work environment Full training and access to industry resources and tools Supportive team culture and mentorship Income-earning possibilities based on performance Exclusive travel discounts and perks through industry partners Personal and professional development opportunities $40,000 - $70,000 a year