• Provide exceptional service to customers primarily over the phone • Address customer inquiries and resolve problems • Ensure overall customer satisfaction • Demonstrate strong multitasking skills • Work with multiple technology systems • Show ownership and a proactive approach to problem-resolution

• Assist customers over the phone and email with product and service questions • Manage both inbound and outbound calls and emails • Proactively identify solutions to questions you anticipate our pet owners have in each interaction • Take a hands-on approach to resolving every issue, owning it from start to finish • Provide a best-in-class service experience for our customers while working in a fast-paced environment • Provide our customers with technical support when navigating our website • Understand that each interaction is about more than solving a single problem, but an opportunity to create a delightful experience

• Define and lead Splice’s end-to-end customer experience strategy, ensuring alignment with company goals and creator needs. • Own the CX and Support roadmap, driving initiatives that strengthen customer satisfaction, retention, and loyalty. • Build, mentor, and scale a high-performing customer experience organization, setting standards for excellence across channels. • Lead new and strategic CX initiatives that drive revenue and long-term growth, including sales and cancellation support, AI-powered experience enhancements, and innovative loyalty programs to increase retention and engagement. • Partner closely with Product, Engineering, Marketing, and Analytics teams to surface insights, influence roadmaps, and improve the customer journey. • Develop and optimize processes, tools, and service workflows to deliver efficient, high-quality support at scale. • Lead Voice of Customer programs, synthesizing qualitative and quantitative insights to identify trends, gaps, and opportunities. • Use data-driven analysis to inform improvements to support operations, help center content, and self-service experiences. • Communicate findings, recommendations, and priorities to stakeholders at all levels, driving alignment and action across the organization.

• Identify and assess customers’ needs • Provide accurate, valid and complete information by using the right methods and tools • Communicate promptly, professionally and effectively with customers, utilizing all communication methods – including email, phone and chat • Accurately update customer records and feedback in CRM systems • Enhance customer experience by gathering customer feedback and share with the Product teams • Stay informed on product updates, promotions and regulatory requirement