• 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.

Role Summary Nuuly is looking for a Customer Success Associate, Tier 1 that will be responsible for delivering frontline support by addressing straightforward customer inquiries and resolving common issues efficiently. This role requires clear communication, attention to detail and a strong customer-first mindset. Reporting to the Customer Success Supervisor, you will communicate with new and potential customers, help guide customers through the shopping experience, answer order questions and support the team to build a successful brand. Expected hours for the role are the option of one of the below shifts:Friday, Saturday Sunday 9am-5pm EST Friday, Saturday Sunday 2pm-10pm EST Saturday, Sunday Monday 9am-5pm EST Saturday, Sunday Monday 2pm-10pm EST Hours are subject to change depending on the needs of the business. Role Responsibilities - Respond to customer inquiries via chat or email - Provide accurate information on services and policies - Resolve routine issues such as subscription status updates, refund requests and billing inquiries - Escalate complex cases to higher-level support when necessary - Follow clear guidance given by the leadership team when appeasing customers - Empathetic to customers’ needs but understanding of the business’ bottom line - Collect and share feedback to external teams to ensure the needs of the customers are being met Role Qualifications - Experience in customer service or related role - Demonstrate a passion for and understanding of the URBN brands, customers and product. - Must have access to consistently stable internet connection. #LI-HP1 The Perks URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits Pay Range USD $15.00 - USD $15.00 /Hr. EEO Statement URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.

• Provide support to Adobe resellers, distributors, and channel partners through case management systems • Handle queries related to partner onboarding, account setup, licensing activation, subscription management, and entitlement issues • Guide partners on using Adobe Partner Admin Console and Marketplace platforms • Deliver prompt responses and resolutions within defined Service Level Agreements (SLA) • Manage incoming partner support requests through ticketing platforms such as Salesforce, Zendesk, or ServiceNow • Perform root cause analysis and troubleshooting for partner-related issues • Escalate complex issues to Level 2 support, Engineering, or Operations teams when required • Maintain accurate case documentation and knowledge base updates • Coordinate with Program Managers, Operations Managers, Engineering teams, and Marketplace teams to resolve partner issues • Communicate effectively with global stakeholders to ensure smooth case resolution • Participate in process improvements and support automation initiatives • Deliver high-quality support to ensure partner satisfaction and operational efficiency • Provide guidance on Adobe partner policies, partner programs, and operational workflows • Identify recurring issues and contribute to continuous process improvement

• This role will utilize route analysis software to adjust territory plans to create effective and efficient daily and weekly tactical route plans for assigned branch locations. • They will perform data analysis of plans, resource availability and territory. • This role will also maintain geographic codes, addresses and customer information and report metrics on a daily basis to Service Planning Supervisor and Branch Managers/Technicians. • Creates route plans using work order data and route analysis software • Communicates routes within assigned territory to service personnel • Summarizes and reviews plans daily with the Service Planning Supervisor • Creates summary reports daily and provides to supervisor • Performs other duties as assigned