• Define and implement a company-wide support strategy and vision, with a focus on scalability, efficiency, and customer experience. • Standardize and operationalize support workflows across teams (triage, escalation, incident management, and knowledge management). • Establish strong, structured partnerships with Engineering and Product to improve issue resolution, root cause analysis, and feedback loops. • Drive adoption of new tools, automation, and AI technologies to scale support operations and reduce manual effort. • Build a metrics-driven support organization, defining and tracking KPIs (e.g., SLAs, resolution time, CSAT, ticket deflection). • Develop and maintain internal and external knowledge systems to enable self-service and team efficiency.

• Manage a portfolio of clients with a primary focus on expanding revenue within the existing base, working consultatively to increase adoption, usage maturity, and value generation of Clinicorp products. • Lead client relationships throughout the customer journey, ensuring a consistent, strategic, and results-driven experience that sustains growth. • Analyze operational, financial, and platform usage data to identify expansion opportunities, anticipate risks, and drive tailored action plans. • Actively educate clients about the Clinicorp product ecosystem, connecting features, solutions, and use cases to the realities of clinical management. • Conduct strategic meetings, results presentations, and online trainings, clearly demonstrating the platform's impact and return on investment. • Support clients in integrating and evolving their processes within the platform, increasing usage and depth of the contracted solutions. • Manage critical situations and complex challenges, preserving relationships and unlocking growth opportunities through problem resolution. • Execute, maintain, and propose improvements to the team's workflows, playbooks, and processes, focusing on scalability, efficiency, and revenue impact. • Work collaboratively with Product, CRM, and Customer Marketing teams to ensure strategic alignment in expansion initiatives. • Represent the Customer Success team at online or in-person events when requested, with messaging aligned to the company's growth strategy. • Serve as a technical and strategic reference within the team, supporting onboarding and the development of other analysts, particularly on revenue expansion and client management topics.

**Role Overview**As a Spanish-Speaking Customer Service Representative, you will be responsible for handling inbound and outbound customer communication, assisting with inquiries, resolving issues, and ensuring a smooth customer experience. You’ll work closely with internal teams while maintaining clear and professional communication in both Spanish and English. **Job Responsibilities**- Handle inbound and outbound calls, emails, and messages in **Spanish and English**- Assist customers with inquiries, concerns, and issue resolution in a timely manner- Provide accurate information about products, services, or processes- Document interactions and update customer records in CRM systems- Follow up with customers to ensure issues are fully resolved- Escalate complex concerns when necessary- Maintain a high level of professionalism and empathy in all interactions- Meet performance metrics such as response time, resolution rate, and customer satisfaction

• Respond promptly and professionally to customer inquiries via phone, email, and chat. • Provide clear information on products, orders, shipping status, and company policies. • Support customers with order placements, tracking, cancellations, and returns, following established SOPs. • Communicate proactively regarding defect, warranty, or replacement requests, ensuring proper documentation and resolution. • Maintain a consistent brand voice and deliver a high-quality experience that reflects HYER’s values. • Manage and record all customer tickets within the CX platform (Kustomer), maintaining visibility into open, pending, and resolved cases. • Organize, prioritize, and escalate tickets according to urgency and category (e.g., returns, cancellations, warranty claims). • Maintain a structured ticket pipeline to ensure timely resolution, accuracy, and team accountability.