• serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers • provides members and/or providers with timely, accurate, and personalized support on routine complaints • mitigates and prevents complaints from being escalated to resolve in initial contact • documents all member or provider information and communications for quality and performance tracking

• respond enthusiastically to emails, calls, social media, chats, text and product reviews during our busiest season. • providing expert product knowledge and supporting all areas of the business where a direct connection to a runner is present, including providing support for our website, marketing and events, and retail partners. • fulfilling our product guarantee by evaluating product issues and providing solutions for runners. • gather data on opportunities for improvement in the customer experience to keep us driving forward. • be the first and last point of contact to resolve customer inquiries and concerns, ensuring conversations end with a surprised and delighted customer, every time.

• Serve as a primary point of contact for Version2 customer support inquiries, delivering thoughtful, timely, and high-quality responses • Build trusted relationships with customers by clearly explaining issues, solutions, and next steps • Troubleshoot customer-reported issues, including data discrepancies, file formatting challenges, and system behavior questions • Provide proactive guidance to help customers get the most value from Version2 • Partner closely with Customer Success Managers and the Operations team to ensure seamless customer handoffs and shared context • Identify potential product bugs, data issues, or technical gaps and create clear, actionable Jira tickets for Engineering • Collaborate cross-functionally to resolve issues efficiently while keeping customers informed throughout the process • Participate in shared on-call coverage during holidays as part of a growing support team • Own and continuously improve our support tooling (HelpScout), including workflows, tagging, reporting, and automation • Identify, create, and maintain knowledge base articles to empower customers and reduce repeat support requests • Analyze support trends to surface insights, recurring issues, and opportunities for product or process improvements • Help define, document, and refine Version2 support processes as the product and customer base grow • Contribute to building an industry-leading support experience that scales efficiently without sacrificing quality • Lay the groundwork for future support growth, including documentation, tooling, and operational best practices

• Overall owner of external comms between external partners and Nabis, while maintaining positive tone of partnership in communications (both internally and externally) to strive for customer delight • Actively monitor all comms (Zendesk, Slack, Phone, etc) between partners and Nabis. • Ensure timely response and effective communication by directly responding and/or monitoring all communications • Hold local team accountable to communication metrics (ie response and resolution times) • Work closely with Ops Managers to keep them in the loop about non-copied comms (phone calls and texts) - establish SOP’s to create visibility across all comms. • Serve as a secondary point of contact and closer for all handles. • Monitor active threads regularly for timely response and make sure no communications are left unattended. • Police archiving of all resolved threads in Zendesk, maintaining manageable inboxes • Serve as the primary point of contact on escalated situations, working with GM and Operations Managers to resolve. • Conduct Post-Mortems of escalated situations and write/assign SOP’s for future instances. • Work to constantly develop, improve, and standardize Nabis communication to all brands • Train team on communication with partners