• Receiving and processing orders from clients of our platform in a virtual office in Discord • Executing orders for the supply of services • Interacting with AI-driven tech bots of sales and accounting • Learning from a personal mentor during training

• You will be the frontline support for customers when they are on holiday. A holiday is a time for customers to relax, so we must take ownership and act efficiently to resolve any complaints • You will put the customer at the heart of everything you do; if it makes sense to call rather than send an email, you can make that happen • Take ownership of difficult situations and escalate when required to ensure our customers feel supported when on holiday with us • We are working with our suppliers to achieve quick and suitable customer resolutions • We are feeding back issues where the problem is ours so we can fix it and prevent it from happening again • Maintain an up-to-date knowledge of the travel industry

At Medical Guardian, we empower our members to live a life without limits. We do this by offering best-in-class service for members who own our medical alert devices. As a Member Support Specialist, you will play a critical role by working directly with our members and their loved ones. We guide them through product activations, troubleshooting, billing, and much more. We do this within a supportive and friendly team environment, which reflects Medical Guardian’s award-winning company culture.   This role offers our members peace of mind, security, and confidence, and sometimes your work will save lives. Because of this, we take pride in helping to protect our members, and we are dedicated to the Medical Guardian mission. If this sounds like the right fit for you, please read on to learn more.   Compensation: - $17 per hour For this role: - We are seeking experienced member service professionals and those who are caring and compassionate to join our team.   - Equipment is provided.  - Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, OH, PA, SC, ID, IL, NC, TN, WV, and TX only. - Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.  Start Date: MONDAY, April 27th - Paid Time Off available after 60 days. Please commit to perfect attendance during the first 60 days.  - A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role.    Key Duties and Responsibilities:  - Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services.  - Guide callers through troubleshooting, navigating the company site or effectively using the products or services.  - Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete.  - Perform account updates as needed and thoroughly document conversations to keep member records complete and current.  - De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems.  - Be a company brand ambassador, promoting the value of additional products and services during service calls.  - This includes selling add-ons to existing members. - Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience.  - Meet personal/team qualitative and quantitative performance objectives.   - Perform other duties and responsibilities as assigned.

• Lead the design of experiences that reflect the reality that most member interactions are connected to health — getting care, managing a condition, navigating a care transition, or working toward better well-being. • Partner with clinical, medical management, and population health teams to design engagement strategies for members managing chronic conditions or complex care needs — ensuring that the experience of being supported feels proactive, personal, and connected. • Develop experience models that move members from passive coverage-holders to active participants in their own health — leveraging data, behavioral science, and community connection to drive meaningful engagement. • Identify and redesign the friction points that occur when members move between care settings, coverage changes, or life stages — moments where disengagement is most likely and the cost of failure is highest. • Lead the human-centered design of end-to-end member, customer, and provider journeys across digital and non-digital channels — prioritizing the highest-impact moments across the full arc of a member’s health and coverage experience. • Partner with Product, Technology, Operations, and Clinical teams to translate journey insights into concrete improvements in processes, platforms, and policies. • Design specific interventions for critical milestones — enrollment, first use of benefits, a significant diagnosis, care completion, renewal — to reduce friction and increase both loyalty and health engagement. • Champion the application of AI and automation to reduce friction and surface timely, relevant health support — while ensuring that human connection remains accessible and high-quality for members who need it most. • Lead the overarching strategy for CRM and outbound communications throughout the member relationship — spanning service moments, care milestones, condition management touchpoints, and well-being programming. • Develop communication cadences that anticipate member needs — particularly at key health and coverage moments — moving beyond reactive service to proactive relationship building that supports better health decisions. • Build a high-performing CX function from the ground up: recruit, develop, and retain top-tier talent across journey design, CRM, health engagement, and CX program management. • Develop enterprise CX training programs and competency models that embed member-centric, health-outcome-oriented thinking across business units, call centers, and clinical teams. • Establish a CX center of excellence that serves as an internal resource, thought partner, and standard-setter across the GuideWell enterprise.