• Answer on average 24 inbound calls per day from Franchisees and Customers • Work productively, efficiently, and effectively in a virtual, home office environment • Utilize internal systems such as Windows OS and PC hardware / AS400 / Web / Customer Relationship Management / Intranet and Internet systems, as well as SQL and Mongo; familiarity with Flutter is a plus • Diagnose and resolve issues over the phone; utilize shareware programs to direct-connect remotely to a caller’s PC to assist with repairs and updates • Test software in advance of new version updates • Learn current and previous Point of Sale software (MBA) to assist Franchisees during platform transitions • Service customers outside of normal business hours during rotating on-call responsibilities (approximately 1 time per month) • Administer accounts on Intranet sites providing users with access • Handle complaint resolution competently by demonstrating the ability to openly listen, ask clarifying questions, relate empathetically, and respond in a professional way • Quickly interpret customer, product, and shipment information and demonstrate strong customer service skills while on the phone

• Provide day-to-day supervision of assigned staff • Lead and manage specific projects or initiatives to drive process improvements • Develop strategic plans to meet commercial and operations goals • Work with leadership to develop strategies to enhance client satisfaction

• Provides technical leadership to the CSO Support Professional. • Provides technical product support and assists in designing product support strategies for the Service organization. • Provides phone and on-site technical support including instrument repair for complex issues. • Leads projects involving support and service processes utilized by front line employees. • Establishes product support and service criteria and assesses performance against the criteria. • Align with the District Sales and Service Managers related to customer retention and critical account management. • Actively supports the personal and professional development of the Support Professional Team.

• Lead a team, reviewing and coaching performance, quality, behavior, and attendance at individual and team levels. • Drive change, support transitions, and empower teammates to deliver great customer experiences. • Oversee hiring, onboarding, talent movement, and training while leading 1:1 coaching and team learning activities. • Ensure quality, compliance, and operational excellence by conducting case, email, and phone interaction reviews each month. • Actively participate in hiring, onboarding, internal talent movement, and identifying and addressing training needs.