• 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

• Handle customer inquiries via phone, email and chat • Support customers with questions about products, services, orders or general account topics • Update and maintain customer records • Ensure a friendly, professional and solution oriented customer experience

• Serve as the primary contact for customer inquiries, providing product information, account support, basic troubleshooting, and issue escalation as needed. • Deliver exceptional customer support across multiple channels, including the desk system, community site, and social media, for B2C, B2B, and prospective customers. • Manage, triage, and prioritize customer interactions to ensure timely and effective resolution. • Support customer retention, engagement, renewals, and win-back efforts to strengthen long-term relationships. • Maintain and enhance the customer-facing help center. • Keep customer records accurate and up to date in the ticketing system and internal tools. • Develop and maintain deep expertise in Roon’s features, updates, partnerships, and certified devices. • Monitor customer trends and service issues, communicate insights, and advocate for customer needs internally. • Collaborate with team members and cross-functional partners to achieve shared goals.