Location: Onsite/Remote Salary: $150k to $170k Plus a 10% Bonus POSITION SUMMARY The Director of Customer Service is a key operational leadership role responsible for the execution, delivery, and continuous improvement of customer service across our D2C, B2B, and B2C environments. This role leads day-to-day service operations, ensuring effective processes, systems, and team performance to achieve defined service standards and customer experience objectives.The Senior Manager of Customer Service drives operational excellence by identifying and implementing improvements in service delivery, processes, and performance. This role is responsible for leading, coaching, and developing the Customer Service team, who manage customer interactions across multiple channels, including front and back office support, telephone, email, online platforms, live chat, social media, and written correspondence. The position maintains strong accountability for operational performance, service quality, and team effectiveness. ESSENTIAL FUNCTIONS Reasonable Accommodations Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Function Statement(s) - Establish and oversee Customer Service strategy execution by defining service standards, performance metrics, and KPIs across all customer channels (phone, email, social media, live chat, etc.), driving continuous improvement in service delivery and customer experience. - Advocate for the customer experience across the organization by leveraging deep consumer insights to drive systemic improvements and align departmental goals with the needs of the customer. - Develop, implement, and maintain standard operating procedures and documentation to ensure consistent, efficient, and scalable Customer Service operations. - Cultivate a high performance culture by designing leadership frameworks and career trajectories that empower talent at all levels, ensuring the organization’s management depth grows alongside business expansion. - Manage and optimize Customer Service operations, including workforce planning, resource allocation, and capacity management, to meet service level agreements and business objectives. - Drive fiscal excellence through the strategic application of technology and process improvements. By leveraging AI and automation to handle growth, the department maintains high operational efficiency and healthy margins without sacrificing the customer experience. - Design and execute a holistic Omnichannel Customer journey across all channels (Natural, FDM, Professional, Marketplaces, Web, International, Social, etc.) to ensure consistent and seamless customer engagement. - Architect and oversee the Customer Technology stack to improve platform utilization, workflow efficiency and service delivery. - Evaluate, implement, and optimize tools, technologies and automation solutions that enhance customer experience and improve team productivity. - Improve operational performance metrics, including resolution at first interaction, response times, wait times, quality standards and customer satisfaction outcomes. - Ensure compliance with regulatory, legal, and company requirements, proactively identifying and mitigating operational and customer-related risks. - Collaborate with cross-functional stakeholders (Sales, Finance, Product Development, Marketing, Operations, etc.) to drive service improvements, enhance customer experience, and support organizational initiatives. - Partner with Sales teams to support customer engagement strategies, optimize profitability, and enable service-driven sales and conversion initiatives, measuring impact through defined OKRs. - Perform any other duties as assigned POSITION QUALIFICATIONS Competency Statements - Create Vision & Strategic Intent - As a leader at Nordic Naturals, you translate your team’s vision into clear objectives and key results, aligning with long-term company goals. You ensure this vision is well-defined and understood by all stakeholders. By understanding external trends, you continually seek ways to enhance competitive advantage, drive efficiency, and improve processes. You align your team's strategy with the overall company strategy and create a compelling vision that inspires and motivates people. - Foster Integrity and Trust - As a leader at Nordic Naturals, you earn and maintain your team's trust through honest communication, transparency, consistency and fairness. You understand the importance of leading by example, prioritizing doing the right thing, even when it’s difficult, and following through with a commitment to ethical principles. You demonstrate accountability and owning your mistakes. You ensure transparency by openly communicating about successes and failures, creating a culture of learning rather than blame. - Effective Communication - As a leader at Nordic Naturals, you actively listen with curiosity, show genuine interest in others' perspectives, and provide clear, concise feedback. You communicate with empathy, encourage diverse opinions, and foster inclusive dialogue. Your nonverbal cues, like positive body language and eye contact, reinforce your message. You balance assertiveness with respect, offering and receiving constructive feedback to maintain a supportive and collaborative environment. - Demonstrate Business Acumen - As a leader at Nordic Naturals, you understand company operations and objectives, guiding your team on the steps to success. You analyze performance metrics and market trends to make informed decisions and adapt to changes. You optimize spending, manage costs, and develop strategies to enhance profitability. By fostering a results-oriented culture, you keep the team focused on key initiatives and deliver measurable outcomes. - Build a Culture of Accountability - As a leader at Nordic Naturals, you take responsibility for your actions, foster trust, and ensure transparency by communicating openly about successes and failures. You set clear expectations, provide resources, and follow through on commitments, demonstrating reliability. You encourage team members to own their roles, give constructive feedback, and recognize contributions to motivate and empower them. - Use Intellect & Critical Thinking - As a leader at Nordic Naturals, you grasp complex information, identify patterns, and balance research with swift decision-making. You distill data to uncover core issues, use systems thinking to understand organizational impacts, and make sound judgments even amid uncertainty. - Collaboration - As a leader at Nordic Naturals, you collaborate across teams, departments, and levels to ensure alignment and smooth handoffs. You seek diverse perspectives, value all voices, and create a safe space for sharing ideas. You drive collective success by fostering open communication, joint problem-solving, and a team-first mindset. - Takes Initiative - As a leader at Nordic Naturals, you proactively identify opportunities, innovate, and drive continuous improvement. You inspire a culture of proactive problem-solving, motivating your team to be self-driven and resourceful, ensuring the organization stays ahead in achieving its goals. - Possess Self Awareness & Social Intelligence - As a leader at Nordic Naturals, you are self-aware and foster strong relationships by responding appropriately to social situations. You model humility and openness, creating a culture of trust and transparency. You motivate others, promote collaboration, and make team members feel valued through empathy, active listening, curiosity, clear communication, and recognition. - Coach, Develop, Mentor and Provide Feedback - As a leader at Nordic Naturals, you invest in your team's growth through regular feedback, personalized guidance, and skill-building opportunities. You foster a supportive environment for learning, empower team members in their development, and build strong, mentoring relationships. Your commitment enhances skills, confidence, and team cohesion, contributing to a culture of continuous learning. SKILLS & ABILITIES - Extensive experience of leading and managing operational customer service / customer Service teams. - Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets. - Prior experience successfully managing, implementing and training team members on new and existing customer Service technologies and software - Proven management and/or relationship management experience in a senior, strategic level role. - Established track record of exceeding targets, developing OKRs and KPI’s. - Able to interpret and develop strategy and make recommendations. - Demonstrate ability to motivate and communicate with others at all levels - Demonstrated influential relationships skills at all levels. Able to use these relationships to deliver service improvements. - Excellent communication and negotiation skills. - Able to adapt and succeed in a changing environment. - Evidence of well-developed leadership skills - Bachelor’s degree in business or related field required or equivalent experience. At least five years of related Customer Service leadership experience required.

We are currently looking for a Travel Customer Service Representative to support clients before, during, and after their travel experiences. In this role, you will help ensure travelers receive timely assistance, accurate information, and a smooth overall booking and travel experience. No prior travel industry experience is required. We provide training, support, and tools to help you succeed in a remote work environment. Key Responsibilities - Respond to client inquiries via email, phone, and messaging systems - Process itinerary changes, cancellations, and special travel accomodations - Provide accurate guidance on travel requirements and agency policies - Conduct proactive check-ins with clients ahead of travel dates - Efficiently manage and resolve customer concerns with professionalism What Were Looking For - Customer-first mindset with strong communication skills - Experience in customer support, hospitality, or tourism preferred - Reliable, organized, and capable of multitasking - Comfortable navigating online systems and digital booking tools - Passionate about travel and delivering excellent service Technical Requirements - Laptop or desktop computer. - Reliable broadband internet connection. - Smartphone for communication and updates. What We Offer - Work-from-home flexibility - Flexible hours - Training and mentorship - Growth opportunities within a growing travel company - Access to industry discounts and travel benefits - Positive and team-oriented culture

Role Description As a Phone Support Representative (internally a Patient Care Advocate) on the Phone Support Team, you will play an important role in helping our patients feel welcomed, excited, and supported as they join our practice or a new area of care. You will be responsible for providing a high-touch experience to new patients, answering their questions with compassion, and resolving issues that arise. This is a fast-paced and dynamic role that requires excellent communication skills, a high level of attention to detail, and the ability to multitask and handle challenging situations with empathy and patience. If you are a bubbly, empathetic, and resilient individual with a passion for helping others and a desire to make a difference in the lives of patients, we encourage you to apply for this exciting opportunity to join our team. During onboarding and training, the schedule for this role will be 9:00 AM – 5:30 PM. Following the training period, the schedule will transition to 11:30 AM – 8:00 PM to support business needs. Responsibilities - Provide a high-touch experience via phone to new patients, and existing patients exploring new areas of care. - Become an expert in the entire patient experience journey, from start to finish, to help patients easily navigate their medical care. - Quickly resolve patient grievances and de-escalate sensitive situations to ensure a seamless experience. - Assist patients with onboarding, scheduling, and other administrative tasks, including navigating the app and website, and providing basic technical support. - Assist patients with Billing-related issues or questions and escalate to our specialized team when appropriate. - Work closely with other support teams and providers to coordinate high quality care for patients. - Identify opportunities to improve the patient experience and make recommendations to management. - Respond to internal requests and perform outbound calls to help patients complete their profile and join their appointments successfully. Qualifications - At least 2 years experience working in customer service or a call centre. - Fluency in both French and English (verbal and written). - Ability and eagerness to adapt to a fast-paced environment, learn quickly and remain composed under pressure. - A passion for excellent customer service and problem-solving. - Prior experience in a venture-backed healthcare or startup/technology setting is an asset. - Knowledge of healthcare regulations and policies, such as HIPAA is an asset. - Experience working with the US healthcare system is an asset. - Experience using Macbook/Apple desktop products, Slack, Google Workspace is nice to have. Benefits - Paid Time Off: Flexible vacation, sick leave, and 12 statutory holidays. - Health & Insurance: Medical, Dental, Vision, Disability, and Life insurance. - Wellness: Mental health programs and an Employee Assistance Program (EAP). - Retirement: RRSP/401(k) program with company match. - Development: Annual reimbursement for eligible training and professional programs. - In-Office Perks: Monthly lunches and team events for in-office employees.

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Customer Care Specialist I Management Level Individual Contributor Flexible Work Option Can work remotely anywhere in the specified country Travel % No Work Shift Day Compensation Hourly base pay rate is $16.59 - $24.86/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Job Description Work Schedule: Work hours vary based on scheduling to provide market coverage during normal business hours. Service is provided 24/7/365. Position Summary The TMCare Account Representative is responsible for managing the cost of repairs through the estimate process, audit process and the approval process. This position also oversees the daily activities for the accounts they are assigned by processing any repairs needed as well as coordinating and following up with scheduled and unscheduled events. Reasonable Accommodation Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. Job Duties - Oversee the daily activities for the account in which they are assigned. - Complete assigned duties and work load assigned based on customer requirements to ensure PM compliance. - Work closely with the customer assigned for the day to ensure equipment is scheduled and repaired in a timely fashion based on protocols set by the customer - Manage the cost of each repair through an estimate process, audit process and or approval process from the customer and or the Fleet Manager. - Oversee the coordination and follow up of each event scheduled or unscheduled. - Maintain the audit process to ensure the accuracy of the invoice and PM forms from the vendor. - Process any repairs needed based on the review of the PM forms from the vendor and approval from the customer and Fleet Manager. - Other duties and projects, as assigned. Qualifications Experience- Minimum, two years’ relevant industry experience. Computer Skills- Knowledge in Microsoft Office Suite. Other Requirements- Must be a good team player and able to handle multiple projects with high volumes of events. Skills and Abilities - Accountability - Ability to accept responsibility and account for his/her actions. - Accuracy - Ability to perform work accurately and thoroughly. - Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. - Collaborative - Ability to work with others to find solutions. - Communication, Oral - Ability to communicate with economy and clarity, actively engaging the conversation in order to clearly understand others’ message and intent, and receives and processes feedback. - Communication, Written - Ability to write concise, clear letters, reports, articles, or e-mails, including proofing and editing. - Customer Oriented - Desire to serve both external and internal customers by focusing effort of meeting the clients’ needs, understanding their concerns, and seeking to build trust. - Detail Oriented - Ability to be structured and methodical in working skills. Pays meticulous attention to all aspects of a situation or task, no matter how small or seemingly unimportant. - Interpersonal – Ability to develop and maintain relationships with others. - Organized - Possessing the trait of being organized or following a systematic method of performing a task. - Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. - Self-Motivated - Ability to be internally inspired to perform a task to the best of one’s ability using his or her own drive or initiative. - Time Management - Ability to prioritize and utilize the available time to organize and complete work within given deadlines. Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits Employees are eligible to receive a minimum of 6.67 hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.