• Respond to customer policy inquiries via phone, email, and other communication channels • Collect and process payments accurately • Perform proactive outreach to policyholders for renewals and retention • Handle inbound and outbound calls to resolve issues and provide updates • Quote and sell insurance policies while ensuring compliance

• Build and manage relationships with school and district leaders • Serve as the primary point of contact at the academic hand off in post-sale • Act as a trusted advisor for site leaders and districts • Maintain accurate records of customer interactions using Salesforce and Airtable • Collaborate with GROW Program Designer for tutoring program plans • Proactively manage implementation timelines and track deliverables • Use project management tools like Asana and Airtable • Monitor and track program KPIs such as student attendance and session completion • Lead orientation sessions for school leadership and teachers • Partner with internal teams to ensure a unified customer experience

• Respond to and resolve customer queries through all channels (email, chat, Twitter) • Drive Product Feedback program to advocate for software sellers and improve Paddle • Increase customer satisfaction and build loyalty through personal customer support • Develop Knowledge Bases, FAQs, Developer Documentation, and identify inefficiencies • Escalate critical support issues to appropriate internal channels

• Respond to member inquiries with clear, professional communication and correct grammar. • Guide members through product usage with accurate, concise instructions. • Ensure timely follow-up on open tickets, especially when awaiting member responses. • Collaborate with members and engineering to identify, reproduce, and troubleshoot software issues. • Participate in internal product testing as needed. • Assist Sales and Success Managers in identifying and resolving product-related issues. • Develop and maintain strong knowledge of all product features and functionalities. • Contribute to both internal and external knowledge bases to improve self-service support. • Monitor and analyze support trends to identify opportunities for product improvements or process changes. • Generate creative ideas to reduce ticket volume and enhance the support experience. • Create helpful content (e.g., FAQs) for students, site supervisors, and faculty. • Quickly identify and act on potential compliance or critical issues. • Proactively monitor ticket patterns and identify possible account risk factors. • Pinpoint root causes of recurring issues and work closely with the Success team to mitigate risks. • Escalate urgent matters following established procedures to appropriate internal teams.