• Understand, categorize, and diagnose customer requests quickly and efficiently, via email, chat, phone, social media, etc. • Stay on top of production issues and be creative in suggested workarounds to coach users, as needed • Document all customer interactions, issues, and resolutions and ensure customer issues or requests are fully resolved by conducting follow-ups or checking the status of escalated matters • Participate in available training sessions to enhance product knowledge and improve your customer service skills. • Provide assistance in the onboarding and training processes for products and services as required, ensuring customers are well-equipped to utilize Instinct effectively

• Respond to inbound calls from program participants, contractors, and other stakeholders, providing accurate and helpful information. • Working with marginalized populations. • Data entry, verification, and report generation. • Meet key performance indicators (KPIs), including hold times and after-call work completion. • Other duties as required.

• Coordinate international household goods shipments (starting with imports) • Communicate with customers via phone and email to guide them through the moving process • Answer questions about shipping timelines, documentation, and customs regulations • Calculate final charges and review shipment details accurately • Convert measurements (e.g., kilograms, cubic meters, centimeters) • Stay organized while managing multiple active files at once • Follow up with customers to ensure a smooth and positive experience • Collaborate with the Customer Service Manager for support and guidance

• Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits. • Serve as the primary point of contact for customers, starting at their implementation kick-off call. • Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty. • Oversee and track the progress of customer implementations for new use cases. • Work closely with technical team members on back-end configuration to ensure customer success. • Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms. • Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. • Lead internal process improvement related to customer communication. • Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.