• Responding promptly to incoming customer phone calls, emails, chats and messages • Logging customer questions for use in our Knowledge Base initiative • Helping identify areas for improvement in customer support • Being part of the Support team reporting directly to the CEO • Managing seasonal support requests in a timely manner

• Help members troubleshoot issues they encounter while using the Live platform and provide actionable tips to resolve the problem • Represent the client in IDI & Focus Group Waiting rooms & proactively confirm member qualification and device functionality prior to interviews • Follow communication and security procedures, guidelines, and policies including all known PI procedures • Moderate incoming Qualitative Research Responses based on Commercial team requests and general platform quality support needs

• Assisting and helping Team Lead in monitoring and improving the working processes of the customer service team • Developing and implementing process improvements to increase efficiency in customer service operations • Creating reports on customer feedback or satisfaction to help improve the customer service experience over time • Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently • Measuring performance by conducting regular audits to identify areas for improvement and make adjustments accordingly • Assisting in growing the skills of individual team members, providing feedback on appropriate case handling, and troubleshooting strategies

• Delivering high-quality, live, virtual instruction • Preparing and leading virtual classroom sessions for a range of Fellows • Collaborating closely with Correlation One operations personnel • Assisting in lesson design, development, and improvement • Interacting professionally with Fellows, Correlation One staff, and guest speakers • Maintaining a high level of courtesy and respect • Preparing for lectures to ensure high-quality content delivery • Being highly responsive and empathetic to Fellows • Adjusting lesson pace and presentation to meet the needs of diverse Fellows • Fostering a healthy learning environment with a positive attitude