• Respond to and resolve customer questions through chat, email, and telephone calls quickly and effectively. • Assist in onboarding, educating, and supporting our customers through their journey. • Help and guide our customers with technical and billing-related questions. • Act as a customer advocate by passing along unique questions and challenges. • Increase customer satisfaction and build loyalty by providing an outstanding, personal customer experience.

• Control Risks is seeking a dynamic and detail-oriented Resilience Support Specialist to join our embedded consulting team supporting a leading Fortune 50 technology client. • This role is ideal for a proactive professional based on the East Coast who thrives in fast-paced environments and is ready to collaborate across global time zones. • You’ll play a key role in strengthening operational resilience by supporting disaster recovery exercises, managing critical tasks, and ensuring seamless communication with client leadership. • Work closely with the client’s resilience team to support disaster recovery exercises within the client’s data center environment. • Take notes during major trainings and synthesize the information to be passed along to client leadership. • Provide exceptional support to the resilience by managing tasks efficiently and prioritizing work schedules as needed. • Communicate clearly and professionally, both in person and on camera, demonstrating excellent verbal and written skills. • Utilize current technology tools and software to complete assignments and facilitate team collaboration. • Maintain timely and accurate delivery of assignments, with a clear understanding of timeline deliverables. • Demonstrate familiarity with ticketing applications to manage and resolve support requests. • Apply knowledge of Excel and other Microsoft application products to support reporting and analysis functions. • Leverage a data center background and audit skills, if available, as an added advantage in handling specialized tasks.

• Respond to email, live chat, and phone inquiries from existing customers and prospects • Advise customers on the best way to use the software to meet their needs • Track customer interactions in Salesforce • Assist prospects during their trial period to ensure they understand the product functionality • Serve as a conduit for customers to communicate product and feature requests to Product Managers • Assist our Customer Success Managers in dealing with large customers • Contribute to the Support Knowledge-base • Conduct product demos for prospects • Conduct Onboarding and Account Reviews for existing customers

• Own all daily operations across 3PL management, inbound logistics, outbound fulfillment, and customer support • Develop strategy and manage relationships, contract negotiations, KPIs, and accountability with third-party logistics partners, ensuring SLA adherence, accurate inventory management, and efficient order processing • Optimize inbound freight strategy to reduce costs and transit times from factories to 3PL, including scheduling, enhanced tracking, customs coordination, and proactive issue resolution • Lead outbound order flow and fulfillment planning, aligning with marketing calendars, inventory constraints, and volume forecasts • Partner with Supply Chain and Planning teams to ensure accurate inventory availability and readiness for product launches • Oversee customer support strategy, quality, staffing levels, and drive improvements to response time, CSAT, and first-contact resolution while maintaining a warm, empathetic, family-focused brand tone • Provide timely updates / escalation on potential product quality issues to Product Integrity / COO, including supporting data. Ongoing support on data and customer management whilst managing any customer incidents. Ongoing reporting of customer feedback on manufacturing defects including monthly quality reporting • Partner with Technology teams to implement tools such as AI chat assistants, workflow automation, ticket triage routing, and predictive analytics for demand-driven staffing • Build and standardize and scalable operational processes that reduce cost, error rate, and manual touchpoints to support company growth • Develop dashboards and analytics to track cost savings, operational efficiency, customer metrics, and 3PL performance while regularly reporting insights and performance risks to leadership • Lead cross-functional root-cause analysis when failures occur, ensuring sustainable corrective actions and stronger preventative systems • Partner cross-functionally with Product, Finance, Technology, and Marketing to support company initiatives • Manage operational budgets with a focus on identifying savings opportunities and eliminating inefficiencies across logistics, fulfillment, and customer support operations • Ensure compliance with regulatory, safety, and documentation requirements across logistics and fulfillment • Manage Duty Drawback process when applicable