• Define and lead Splice’s end-to-end customer experience strategy, ensuring alignment with company goals and creator needs. • Own the CX and Support roadmap, driving initiatives that strengthen customer satisfaction, retention, and loyalty. • Build, mentor, and scale a high-performing customer experience organization, setting standards for excellence across channels. • Lead new and strategic CX initiatives that drive revenue and long-term growth, including sales and cancellation support, AI-powered experience enhancements, and innovative loyalty programs to increase retention and engagement. • Partner closely with Product, Engineering, Marketing, and Analytics teams to surface insights, influence roadmaps, and improve the customer journey. • Develop and optimize processes, tools, and service workflows to deliver efficient, high-quality support at scale. • Lead Voice of Customer programs, synthesizing qualitative and quantitative insights to identify trends, gaps, and opportunities. • Use data-driven analysis to inform improvements to support operations, help center content, and self-service experiences. • Communicate findings, recommendations, and priorities to stakeholders at all levels, driving alignment and action across the organization.

• Identify and assess customers’ needs • Provide accurate, valid and complete information by using the right methods and tools • Communicate promptly, professionally and effectively with customers, utilizing all communication methods – including email, phone and chat • Accurately update customer records and feedback in CRM systems • Enhance customer experience by gathering customer feedback and share with the Product teams • Stay informed on product updates, promotions and regulatory requirement

• Ensure a seamless participant experience by handling administrative tasks with precision • Manage program communications across email, Slack, and HubSpot • Assist participants with navigation and troubleshooting in Zoom and other platforms • Develop and maintain participant support resources • Moderate Zoom meetings and live support groups • Track attendance and registration using HubSpot and LMS • Conduct sound, video, and connection tests for facilitators

• Provide live, concierge-style support to customers via phone, chat, and other real-time channels • Guide customers through Aven’s products, processes, and next steps • Accurately document customer interactions and outcomes • Identify recurring customer questions or friction points • Conduct outbound calls to new leads