• Own the post-implementation experience for up to 65 accounts • Proactively identify opportunities for customers to scale • Act as a strategic advisor to IT, Digital, and Compliance teams • Use data-driven insights to prove how Transcend reduces technical debt • Lead Business Reviews for C-suite stakeholders

• Map and execute the end-to-end lifecycle journey for the Scale segment • Create and lead scalable engagement models, such as recurring “Office Hours” and webinars • Partner with Strategy & Revenue Operations to build automated value realization motions • Use product telemetry to identify “Growth Signals” for expansion leads • Guide the “self-onboarding” experience for customers • Produce self-service content, including tutorials and FAQs • Act as the “Voice of the Customer” to provide feedback • Serve as “Customer Zero” for AI and automation tooling strategy

• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. • Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. • Ensure operational stability, consistency, and quality across all customer touchpoints. • Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches. • Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. • Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies). • Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics). • Drive efficiency, cost optimization, and improved response times through smart automation and tooling. • Stay ahead of CX and AI trends in health, beauty, and eCommerce. • Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact). • Establish a scalable quality management framework in partnership with the Customer Service Manager. • Use data and insights to identify root causes, trends, and opportunities for continuous improvement. • Ensure consistent performance reporting and executive-level visibility. • Own forecasting, capacity planning, and channel mix strategy across all support channels. • Optimize staffing models to support seasonality, promotions, product launches, and rapid growth. • Partner with Finance and Operations on budgeting, vendor strategy, and cost management. • Partner closely with Sales, Marketing, Product, Operations, IT, and Finance to deliver seamless, end-to-end customer experiences. • Act as the customer voice in product launches, promotions, policy changes, and operational decisions. • Drive alignment between Customer Support and broader company initiatives. • Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure. • Influence, mentor, and guide senior support leaders without direct frontline management. • Build scalable frameworks that empower teams to succeed as the organization grows.

• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. • Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. • Ensure operational stability, consistency, and quality across all customer touchpoints. • Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths. • Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. • Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies). • Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics). • Drive efficiency, cost optimization, and improved response times through smart automation and tooling. • Stay ahead of CX and AI trends in health, beauty, and eCommerce. • Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact). • Establish a scalable quality management framework in partnership with the Customer Service Manager. • Use data and insights to identify root causes, trends, and opportunities for continuous improvement. • Ensure consistent performance reporting and executive-level visibility. • Own forecasting, capacity planning, and channel mix strategy across all support channels. • Optimize staffing models to support seasonality, promotions, product launches, and rapid growth. • Partner with Finance and Operations on budgeting, vendor strategy, and cost management. • Act as the customer voice in product launches, promotions, policy changes, and operational decisions. • Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure. • Influence, mentor, and guide senior support leaders without direct frontline management. • Build scalable frameworks that empower teams to succeed as the organization grows. • Report directly to the Director of Customer Experience.