• Provide high-quality product support to parents and teachers, primarily via chat and email • Resolve customer inquiries with empathy, clarity, and sound judgment • Handle more complex or sensitive support situations, escalating internally when appropriate • Follow established workflows while adapting to new products, tools, and policies • Take on additional CX-related tasks as needed to support team operations

• Own chatbot performance outcomes by continuously monitoring KPIs and implementing workflow improvements that drive measurable gains in case deflection and customer satisfaction. • Review chatbot conversations in Forethought AI to design and implement new workflows that significantly improve chatbot self-service rates. • Leverage AI analytics, including knowledge gap dashboards, to prioritize workflows and Help Center updates with the highest potential impact. • Collaborate with cross-functional subject matter experts to confirm technical details and ensure accuracy in workflows and knowledge articles. • Review customer feedback and AI insights to identify and act on opportunities to reduce friction in the chatbot experience. • Write, edit, and publish technical, topic-based knowledge articles that enable self-service. • Optimize self-help content based on customer feedback and AI-driven recommendations. • Evangelize and maintain voice and style consistency across all customer-facing content. • Promote a culture of knowledge sharing and continuous learning within the organization. • Report on chatbot and knowledge base performance metrics, highlighting impact and opportunities for improvement.

• Coordinate software support for business units • Troubleshoot complex technical questions and assist users • Perform security access audits and maintain system tools • Manage APIs integrating pharmacy systems • Analyze processes for efficiency improvements • Collaborate with internal and external stakeholders for project progress

• Written administration and adjustment of Family Medical Leave Act (FMLA), state, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies • Communicate clearly and concisely with Human Resources while identifying their needs and educating them on leave concepts and next steps • Meet production and quality goals set by the Absence Department • Maintain complete and accurate documentation of leaves within our proprietary database • Demonstrate respect, sensitivity, confidentiality, and understanding for the HR/employee circumstance while maintaining professionalism at all times • Provide accurate, professional, and timely responses to communications from internal and external clients • Prioritize and organize daily responsibilities in order to meet all deadlines • Provide innovative ideas that can support the ongoing growth of the Absence Department