• Lead, mentor, and develop a global team of ~60 customer service / patient support representatives, team leads, and managers. • Build a strong culture of accountability, empathy, and performance. • Own workforce management, scheduling, and staffing strategies to ensure efficient coverage across time zones. • Implement training, upskilling, and QA programs that elevate team performance and consistency. • Serve as the Intercom platform owner, responsible for admin configuration, rules, workflows, bots, routing, tagging, macros, and reporting. • Identify opportunities to automate, streamline, and improve efficiency using Intercom and adjacent tools. • Partner with Product/Engineering to integrate Intercom with internal systems and ensure data accuracy, reliability, and visibility. • Build dashboards and reporting structures that provide real-time insights into team performance and customer health. • Develop and own the overall customer service strategy, ensuring service excellence at scale. • Define and refine KPIs, SLAs, staffing models, escalation frameworks, and service standards. • Establish and maintain SOPs, playbooks, and QA standards across all support channels (chat, email, phone—customizable). • Ensure compliance with healthcare, privacy, and regulatory requirements (HIPAA, PHIPA, etc., if relevant).

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re hiring service-oriented individuals to support members through a structured benefits process with a long-standing organization serving working families nationwide. As operations continue to expand, we’re looking for dependable Benefits Representatives who are motivated to learn, grow, and contribute over the long term. - Guide clients through available benefit options in a clear, easy-to-understand way - Respond to questions about existing coverage and general program details - Keep current with updates to plans, tools, and procedures - Review client information to ensure solutions remain appropriate and cost-effective Qualifications - Self-directed individuals with a strong sense of accountability - Team players who work well in a fast-paced, remote environment - Clear, professional communicators with strong follow-up skills - Organized multitaskers who can manage priorities effectively Benefits - Structured, hands-on training with ongoing support - Weekly pay structure - Performance-based bonuses and residual income opportunities - Company-paid travel incentives - Fully remote work setup Company Description

• Manage and respond to candidate support tickets within Aya Education’s ticketing system • Collaborate with internal stakeholders as part of ticket resolution to support candidate needs • Provide coaching, problem-solving support, and thought partnership related to skills development, role expectations, and school-based challenges • Apply sound professional judgment to determine when issues can be resolved through direct support versus when escalation is required • Maintain accurate, timely documentation of candidate support interactions and outcomes • Recognize and escalate complex, sensitive, or high-risk situations according to established protocols • Identify recurring themes, questions, and challenges emerging from candidate support interactions and share insights with leadership to inform coaching priorities and system improvements • Contribute to short-term or ongoing projects related to education support systems, tools, or resources • Perform additional related duties as assigned

• Design, build, and improve the backend and/or full-stack systems that power HTS Assist, internal agent tools, and customer self-serve flows. • Develop scalable APIs, microservices, and orchestration logic that support complex post-booking journeys across AI, chat, voice, and web. • Partner with product, design, AI, and operations teams to deliver features that streamline customer experiences and enhance agent efficiency. • Integrate with external systems, such as telephony, CRM, identity, or booking platforms, to support both internal use cases and partner deployments. • Own features end-to-end, from technical design through implementation, testing, deployment, monitoring, and iteration. • Contribute to architectural decisions, code reviews, reliability improvements, and ongoing enhancements to engineering best practices. • Analyze system performance and user behavior to identify opportunities for automation, optimization, and cost reduction.