• Опрацьовувати звернення користувачів (email-канал) відповідно до SLA та внутрішніх стандартів якості • Працювати зі структурою тікетів (теги, типи запитів, категорії тощо) для коректної подальшої аналітики звернень • Ескалювати складні або нестандартні кейси згідно з внутрішніми гайдами • Бути в курсі функціоналу продукту, оновлень та політик підтримки.

• Responding to requests via our direct chat in the application (Intercom) • Responding to emails sent by users complaining or wanting help (Gmail) • Creating content to automate the process of supporting users (blogs, videos, help documents) • Coordinating with our tech team to solve user problems, including but not limited to; not being able to sign in, connecting data sources, redeeming offers, trying to fraud our system, duplicating accounts, etc

• Answer inbound phone calls. • Provide exemplary customer service with every interaction. • Provide resolution on the first interaction with the caller. • Deliver quality results with every interaction in a timely manner. • Collect and gather all necessary information for clinical review. • You will be cross-trained with other communication platforms (outbound calls, chats, emails) if needed. • Must have a strong sense of self-awareness, willingness to learn, and accept coaching to improve. • Must have empathy for others and the ability to build rapport. • Thrive in a fast-paced environment, and are willing to jump in and help other team members.

• Handle Policyholder and Agent Requests: Address and resolve policyholder and agent inquiries via phone, email, and form submissions related to policy changes, payment issues, and other insurance-related questions. • Achieve First-Interaction Resolution: Strive for efficient and accurate resolution of inquiries during the first interaction to enhance customer satisfaction. • Monitor and Respond to Voicemail: Manage the voicemail queue, ensuring timely and effective responses to all messages. • Cross-Train for Versatility: Learn and perform various tasks across the Experience team’s responsibilities to provide support during peak periods and cover for absences. • Engage in Ongoing Training: Participate in new hire training and continuous learning opportunities to stay updated on products, systems, and process changes. • Build and Maintain Customer Relationships: Develop strong relationships with customers, understanding their needs, offering guidance, and recommending improvements for enhanced service. • Meet Internal Service Level Agreements: Follow internal SLAs for customer inquiries and escalate issues to leadership when necessary to ensure service standards are met. • Perform Additional Duties as Assigned: Complete other tasks as needed to support team and department objectives.