• Respond to complex and high-priority customer contacts across email, phone, and chat, applying sound judgment to drive resolution. • Manage escalations from internal teams, executive channels, and public-facing platforms such as X, Instagram, and Facebook. • Manage escalated contacts involving high-value or VIP collectors, ensuring sensitive issues are handled with discretion, urgency, and consistent executive-level support expectations. • Monitor social channels for brand- or exec-tagged posts, engaging publicly or via DM using assigned tools to resolve issues quickly and professionally. • Support daily service operations by flexing across regions to help stabilize global coverage during periods of high volume. • Provide peer-level guidance to Tier 1 agents, supporting workflow continuity and reinforcing best practices across shifts. • Maintain up-to-date knowledge of product releases, collector policies, and tooling to deliver accurate and timely support. • Identify, quantify, and escalate emerging or systemic issues impacting the collector experience. • Document all case activity thoroughly in support platforms to ensure clear handoffs and visibility. • Execute administrative tasks including refunds, returns, and stock allocations in accordance with regional policy. • Participate in process improvement efforts, providing feedback and insight to help evolve tools, workflows, and policies.

• Own inbound support and make sure the product is delivered well to users. • Respond quickly, solve problems clearly, and ensure every customer gets the right outcome fast. • Handle inbound questions, quality issues, flagged shoots, human edit requests, and account-related problems. • Spot when something is a bug, a churn risk, a sales opportunity, or an onboarding issue, and route it correctly. • Solve what can be solved, escalate what needs escalation, and leave the customer feeling taken care of. • Constantly think about how support can be faster, smarter, and more scalable over time.

• Answer inbound calls with patience, warmth, and genuine care. • Respond to customers through email, SMS, and chat using our easy-to-follow systems. • Make friendly outbound follow-up calls when customers need extra help or reassurance. • Assist with product orders, billing questions, and subscription updates. • Offer thoughtful alternatives when customers consider canceling or returning. • Follow clear procedures to deliver service that makes customers feel truly valued. • Work closely with a supportive team that celebrates wins and communicates openly.

• Assist with operational support requests and administrative tasks. • Monitor team performance and identify trends, concerns, or opportunities for improvement. • Support customer escalations, including handling supervisor calls and complex cases. • Track and report on team KPIs, highlighting trends or performance outliers. • Participate in QA calibrations to maintain consistency in service standards. • Support coaching conversations and skill refreshers for team members. • Mentor new hires after training to help reinforce processes and expectations. • Maintain engagement within remote team environments using tools such as Slack and Zoom. • Lead team huddles or daily stand-ups when the manager is unavailable. • Organize simple team recognition initiatives such as “Wins of the Week” or peer acknowledgements. • Identify patterns in customer feedback and communicate potential process improvements. • Review workflows and flag inefficiencies or bottlenecks. • Perform additional duties as assigned to support team operations.