• Keeping the current system running by working with medical data • Helping transition to the new system by tracking changes and troubleshooting issues • Supporting patients as the first point of contact for ordering tests and answering questions

• Oversee and manage the end-to-end shipping process for personal items, ensuring timely and accurate delivery. • Coordinate with internal teams, such as logistics, customer service, and warehouse staff, to streamline operations and resolve any issues that arise. • Communicate with external vendors, carriers, and clients to ensure a smooth shipping experience. • Develop and implement operational strategies to enhance efficiency, reduce costs, and maintain high service quality. • Troubleshoot and address operational challenges, ensuring that customer concerns are resolved promptly.

• Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries. • Create new processes, and update existing ones to be scalable • Communicate and promote alignment between cross-functional teams • Be involved in processes & tasks such as: • First-touch responses and proactive customer communication. • Resolution tracking and effective problem-solving. • Management of tickets across internal and external channels. • Regular communication with the team to identify weak points or process gaps. • Work closely with the Head of Customer Operations and senior leadership. • Raise the team’s operational excellence for Customer Support to new highs • Work with teammates to implement scalable processes.

• Ensure all customer requirements are understood and translated into the SOP • Work with Solutions Team to build requirements into platform Workflows • Monitor requirements vs. KPIs on Thoughtspot dashboards • Drive weekly calls with customers • Support onboarding of new customers • Identify customer characteristics to map against operational opportunities