• Help strategic SaaS and technology companies understand how Loops transforms customer experience, operations, and product capabilities • Bring executive presence, lead value-based, consultative conversations, and orchestrate complex multi-stakeholder deals • Maintain disciplined, high-fidelity opportunity and activity management in HubSpot • Work closely with the customer success team to ensure seamless deployment and strong adoption

• Handle inbound calls and chat boxes from our members in regard to Sidecar Health’s products and services • Provide excellent customer service in a timely and positive manner • Build rapport and maintain positive relationships with existing members to understand their needs and ensure a memorable member experience • Handle issues and complaints where appropriate • Maintain policies and standard operation procedures

• Support our customers through live chat, email, and occasionally over live video calls. • Resolve complex technical issues, from platform integrations to data syncing challenges, ensuring seamless user experiences as a go-to expert. • Use analytical skills and creative problem-solving to make a real impact on customers' day-to-day workflows. • Actively listen and ask the right questions to clarify issues, pinpoint root causes, and provide effective solutions. • Turn customer frustration into confidence by diagnosing problems and communicating solutions for every "new puzzle" you encounter. • Stay up to date with Newsela and Formative product features, integrations, and platform updates through continuous training and hands-on experience. • Grow your expertise at the forefront of evolving technology, sharing valuable insights with both customers and teammates. • Work cross-functionally with internal teams, contribute to training sessions, and provide insights on technical trends and customer pain points. • Shape better processes and improve the customer journey, making an impact that goes beyond your daily support role.

• Provide directional focus and manage performance activities of the Customer Service Team • Oversee daily coordination of work processes • Field customer calls and chats • Review support requests for warranty, returns, ship damage claims, installation support • Monitor KPI and SLA reports to assess team performance • Conduct interviews and provide recommendations on selections • Prepare and communicate performance appraisals • Review live and recorded calls for quality assurance • Provide technical guidance on product inquiries • Coordinate training activities for team • Maintain business relationships and study competitor pricing policies