• Answer general questions from callers using knowledge base and USPTO website • Assist with MyUSPTO account issues and other website systems support calls • Mail applicable standard printed materials to callers • Transfer customers to appropriate secondary call centers • Review and respond to incoming emails regarding patents and trademarks • Use Customer Contact Management System for tracking inquiries

Role Description Please note the following: In this role, you will be expected to work an 8 hour shift between the operational hours of 6:00am to 8:00pm Pacific Time totaling 40 hours a week. The working days will be Sunday through Saturday. Do you love to dine out? Are you passionate about helping restaurant owners succeed? Our mission at Yelp is to connect people with great local businesses, and that starts with people like you. Yelp Reservations and Yelp Waitlist are powerful tools that reach and engage diners with an unforgettable experience on the largest restaurant discovery platform in the world. The Yelp Restaurants division is growing, and we’d love to have you join us. Fast-paced and growth minded: Yelp Restaurants is a true startup, so get ready to make an impact! You’ll help lots of businesses, learn very quickly, and contribute directly to our strategy. As a Restaurant Support Manager, you are committed to providing exceptional customer service with the goal of retaining and growing our client base - but, above all else, provide stellar customer service. You’ll efficiently manage and respond to a variety of questions and issues that may require troubleshooting, researching or collaborating with the team while you listen and reassure our clients. What you'll do: - Provide exceptional and timely inbound customer support via phone and email - Consult and educate our customers to provide value, resolve their business needs, and retain their business - Become an expert in the Yelp Restaurant SaaS product suite and adapt product recommendations quickly to suit client needs - Help owners with their full suite of Yelp Restaurant tools to market their restaurant, efficiently manage their front of house, and drive diners - Grow and learn in a fast-paced high-growth environment Qualifications - Bachelor's Degree or 3+ years of relevant client-facing experience - Experience in SaaS, sales, client retention, support, or customer success is preferred Requirements - Be available to work weekends and holidays between the hours of 6AM-8PM PST - Great communicator - Whether it’s on the phone, through email or via live chat, you excel at communicating with customers - Positive - You strive to maintain a positive working space with both customers and peers - Adaptable - You are adaptable and can think on your feet - Supportive - You don’t hesitate to lend a helping hand to other team members when possible - Value Focused - Solid ability to handle challenging conversations and add value to business owners - Willingness to Learn and Grow - You are open to feedback, adaptive and coachable Benefits - Effective your first day: Full medical, vision, and dental coverage - Mental health support and services via Modern Health - 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter) - 7 paid wellness days - 12 paid holidays, plus one floating holiday - Up to 14 weeks of parental leave - Monthly wellness subsidy - Flexible spending account - 401(k) retirement savings plan - Employee stock purchase plan - Professional development reimbursement - Work from home reimbursement - Compensation base salary is $55,000-$80,000 annually

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. The Client Support Representative I plays a critical role in delivering high-quality service to members by resolving inquiries with empathy, accuracy, and efficiency. This entry-level position is ideal for individuals passionate about helping others and interested in building foundational skills in client support within the healthcare, insurance, or benefits space. Key Responsibilities Member-Level Support Respond to member inquiries via phone, email, or chat with professionalism and empathy. Resolve member level issues related to pharmacy benefits, claims, eligibility, and other service needs. Escalate complex cases to senior support staff as needed. Document all member interactions accurately to ensure compliance and service quality. Identify recurring issues and share feedback with leadership for process improvement. Collaboration & Communication Work closely with Client Support Supervisors and Account Managers to ensure seamless service delivery. Participate in team huddles and training sessions to stay informed on product updates and policy changes. Maintain a positive and solutions-oriented approach in all member interactions. Review general team processes for accuracy and recommend updates to leadership. Professional Development Engage in ongoing training to build skills in customer service, systems navigation, and healthcare knowledge. Seek mentorship and feedback to grow into more advanced support or account-facing roles. The Client Support Representative I plays a critical role in delivering high-quality service to members by resolving inquiries with empathy, accuracy, and efficiency. This entry-level position is ideal for individuals passionate about helping others and interested in building foundational skills in client support within the healthcare, insurance, or benefits space. Key Responsibilities Member-Level Support Respond to member inquiries via phone, email, or chat with professionalism and empathy. Resolve member level issues related to pharmacy benefits, claims, eligibility, and other service needs. Escalate complex cases to senior support staff as needed. Document all member interactions accurately to ensure compliance and service quality. Identify recurring issues and share feedback with leadership for process improvement. Collaboration & Communication Work closely with Client Support Supervisors and Account Managers to ensure seamless service delivery. Participate in team huddles and training sessions to stay informed on product updates and policy changes. Maintain a positive and solutions-oriented approach in all member interactions. Review general team processes for accuracy and recommend updates to leadership. Professional Development Engage in ongoing training to build skills in customer service, systems navigation, and healthcare knowledge. Seek mentorship and feedback to grow into more advanced support or account-facing roles. Qualifications Required 1–2 years of experience in customer service, healthcare, insurance, or benefits. Strong verbal and written communication skills. Ability to manage member issues with empathy and attention to detail. Preferred Associate’s degree in Business, Healthcare Administration, or related field. Familiarity with CRM platforms, call center tools, or SOP documentation. Interest in career growth within client support or account management. Scheduled Hours for this position: Monday - Friday 9 AM - 5:30 PM MST (Occasional need for scheduled overtime, weekend and holidays as determined by business need -EX: “Welcome Season”.) Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $28.46 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include: - Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. - No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. - Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility. For more information, visit https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 04/24/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Overview With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. Responsibilities Responsibilities - Customer Resolution: Serve as the primary point of contact to understand issues, enhance the overall partner experience, and maintain strong relationships with internal and external stakeholders to efficiently coordinate issue resolution. - Mentor team members and contribute to strategic projects aimed at improving resolution times and customer satisfaction. - Provide regular status updates to customers and internal stakeholders, analyse retrospective data, and recommend improvements based on identified trends. - Partner with engineering and operations teams to identify appropriate resources, manage escalations for account-aligned partners, and ensure processes support timely issue resolution. - Set and manage customer and field expectations, keeping stakeholders informed of response and resolution progress while driving clear internal communication to accelerate outcomes. - Identify systemic issues, participate in continuous improvement initiatives, and develop executive summaries highlighting patterns in customer challenges. - Build and manage relationships with outsourced vendors to support effective issue resolution.   Collaboration: • Leverages relationships across teams to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed. • Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides informal guidance to Support Escalation team members on how to handle moderate to highly complex cases.   Communication: • Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution. • Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope.   Process Improvement: • Surfaces feedback from the team and drives collaboration across functions to identify systematic issues and leads process breakdowns to ensure resolution/progress. Creates strategy for process improvements and leads project or workgroup to improve internal processes. • Reviews postmortem executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership.   Vendor Relationships: • Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioural changes.   Other: • Embody our Culture and Values Qualifications Required/minimum qualifications - Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience - OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience. Other Requirements: Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter. Additional or preferred qualifications - Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience. - Experience working with Microsoft products and services. - Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals). - Experience working with Microsoft products and services. - Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals) - Prior Incident and escalation management experience - Experience in C-level stakeholder management - Additional Languages such as Spanish / Portuguese advantageous Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $123,500 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.