• Assist the Customer Service Leadership team and staff with various administrative and clerical duties to ensure efficient workflows. • Responsible for electronically filing documents on customer and patient accounts to maintain timely, accurate records. • Responsible for monitoring and distributing incoming department cases, faxes, voicemails, and emails to ensure the department meets Service Level Agreements for all internal and external customer inquiries. • Access, enter, and update customer account information in Laboratory Information System, CRM, and other software platforms, and effectively complete all required case management, including written communication with both internal and external customers. • Expertly process UPS and FedEx pick-up requests, customer supply orders, report redactions, and fax verifications • Facilitate the company’s monthly Order Entry Verification process per the given Standard Operating Procedure. • Ensure adherence to all HIPAA, Confidentiality, and Compliance policies, procedures, and standards. • Other duties and special projects as assigned or required by Customer Service Leadership. • Maintain regular and reliable attendance • Ability to ensure HIPAA, Confidentiality, and Compliance policies, procedures, and standards are always adhered to. • Ability to ensure administrative, physical, and technical cybersecurity controls are always adhered to.

• Manage and respond to customer inquiries across Instagram DMs, Reddit, product reviews, and other digital and social platforms with speed, accuracy, and empathy • Troubleshoot and resolve basic technical and product issues through clear, concise written communication • Maintain a warm, consistent Nanit brand voice across all public and private customer interactions • Identify trends, recurring issues, and customer sentiment from digital channels, sharing insights with cross-functional partners • Escalate complex or sensitive issues to appropriate internal teams with clear documentation and follow-through • Collaborate closely with Social Media, Product, and Customer Success teams to ensure alignment, accuracy, and a high-quality customer experience

• Provide high-quality customer support via phone, email, and chat • Handle inquiries professionally and efficiently • Resolve customer issues while ensuring a positive experience • Document interactions accurately in internal systems • Follow KPIs, quality standards, and company procedures • Collaborate with internal teams for escalations when required

• Handle customer inquiries via phone, email and chat • Support customers with questions about products, services, orders or general account topics • Update and maintain customer records • Ensure a friendly, professional and solution oriented customer experience