• Respond to customer inquiries via email and other support channels in a timely, friendly, and professional manner • Handle order-related questions, shipping issues, refunds, and general product inquiries • Escalate complex issues as needed while maintaining a positive customer experience • Enter and manage orders accurately within internal systems • Book freight shipments and assist with logistics coordination • Create and update operational reports by working with CSV files and spreadsheets • Upload, clean, and input data from CSVs into internal tools and platforms • Maintain organized records related to orders, shipments, and inventory • Support end of month data entry and records update activities • Assist with basic bookkeeping tasks such as data entry for invoices, bills, and payments • Help reconcile transactions and maintain organized financial records • Support the finance team with ad-hoc accounting and reporting tasks as needed

• Support the development of Care Operations strategies and planning efforts by informing goals, success metrics, and tracking frameworks. • Identify, develop and execute initiatives that improve operational efficiency, compliance, and the patient and provider experience across Care Operations. • Analyze operational data to identify trends, determine root causes, and generate actionable recommendations for improvement. Drive data insights to action plans. • Partner with cross-functional teams to design, pilot, and implement scalable processes and operational solutions. • Build and maintain comprehensive project plans, including timelines, milestones, risks, and stakeholder communication. • Apply continuous improvement and change management principles to support pilots, assess their impact, and inform decisions on scaling. • Identify and document best practices that enhance operational consistency, quality, and scalability. • Contribute to building systems and mechanisms that support the ongoing improvement of Care Operations performance. • Perform other duties as assigned.

• Be a catalyst for pipeline growth: You’ll take ownership of the growing pipeline and help define how we scale demand at our next stage of growth. • Build a culture of creative experimentation: You’ll lead ongoing testing across channels, messages, and motions, turning curiosity into insight and insight into momentum. • Transform experiments into scalable growth engines: As you uncover what works, you’ll help turn early wins into durable, repeatable programs that can scale with the business. • Strengthen the connection between Marketing, Sales, and Rev Ops: You’ll ensure marketing efforts translate into high-quality, measurable pipeline by partnering closely with Sales and Rev Ops. • Lay the foundation for operational excellence: You’ll help bring structure, clarity, and consistency to our growth motion, so we have systems that can scale as we grow.

• Manage payoff requests from intake through completion with a high degree of accuracy • Triage incoming orders based on urgency, deal timelines, and external requirements • Monitor order progress and proactively identify issues that could delay completion • Follow up with mortgage companies via phone, email, fax, and online systems to obtain payoff amounts • Navigate varying requirements and response patterns across different institutions • Persistently and professionally move orders forward, escalating time-sensitive cases when needed • Provide clear, timely updates to customers (title, escrow, or internal teams) • Respond to inbound questions and resolve routine issues related to payoff requests • Set expectations clearly when delays or constraints arise • Maintain clean, accurate records in internal systems • Review payoff information for completeness and correctness • Identify recurring issues, edge cases, or inefficiencies and help improve workflows, documentation, and tooling over time