• Lead program and stakeholder management across Customer Care to identify, prioritize, and implement process, policy, and procedure improvements that increase operational efficiency and effectiveness, including the evaluation and operationalization of AI-enabled solutions. • Partner with Care Leadership, athenaIT, and cross-functional stakeholders to define problems, capture user personas/stories and requirements, map business processes, and support solution delivery — from scoping AI/ML use cases and data requirements through model validation, UAT, and release. • Serve as the primary coordinator supporting the Director across the Issue Management continuum—balancing competing stakeholder needs, influencing cross-division decisions, and ensuring AI-driven and manual solutions are scalable, equitable, and aligned to business priorities. • Monitor current-state performance and AI model outputs, conduct ROI and impact analyses (including model efficacy, bias, and drift assessments), and translate data into actionable recommendations to improve outcomes and reduce operational work. • Lead change management, governance, and adoption for both traditional and AI-enabled process changes: present key results and risk/benefit assessments to stakeholders from project teams to executive leadership, and drive training and controls to ensure responsible, explainable use of AI.

​* Simple Staffing is hiring for this position on behalf of Tekmetric * What You’ll Do  - Tackle customer questions head-on with curiosity and enthusiasm — whether it’s over phone, chat, or email — by quickly identifying issues and guiding customers toward effective, satisfying solutions. - Bring energy and empathy to every interaction, making customers feel heard, valued, and genuinely supported — no matter how complex the challenge. - Embrace transparency when helping customers navigate product issues by clearly explaining what’s happening and what to expect next. - Serve as the customer’s voice internally by documenting bugs and collaborating with our development team to advocate for timely fixes and product improvements. - Keep records sharp and accurate by updating tickets, account details, and communication logs with care. - Stay sharp on product features, industry trends, and customer service best practices — and bring that knowledge into every conversation. - Invite feedback from customers with confidence and curiosity, helping us constantly level up our service and product experience. - Consistently meet or exceed performance goals that help us deliver best-in-class support. - Jump in to support teammates when needed — we grow stronger together. What You’ll Bring  - A minimum of 1 year of experience in a customer-facing role across any industry (e.g., SaaS, hospitality, retail, or service environments) - Demonstrates high empathy and energy, with a naturally outgoing, customer-centric (hospitality-driven) personality - Technically curious and forward-thinking, with strong organization and excellent verbal and written communication skills - Familiarity with basic financial and accounting concepts, with a general business mindset - Strong empathy for customers AND passion for growth  - Great interpersonal skills with a problem-solver mentality  - A high level of energy, drive, enthusiasm, initiative, commitment, integrity and professionalism - A strong aptitude for quickly building rapport with customers - A self-starter attitude with solid organizational skills and attention to detail  - Demonstrated ability to quickly learn and navigate new software and tools - Background in team sports, college athletics, or other high-performance team settings is a plus - You balance independent work with a strong presence during in-person collaboration days

• Provide assistance, information and support to customers regarding the company’s products and services, with a particular focus on accounting and financial matters. • Respond to customer inquiries related to book closings, month-ends, year-ends, trial balances and end-of-day figures. • Handle inbound calls, emails and chats; ensure thorough follow-up of customer interactions in the CRM. • Analyze and validate clients’ accounting data; identify root causes and propose resolutions for reported issues. • Escalate unresolved requests to designated teams and follow up with customers. • Make periodic outbound calls to maintain client relationships and keep information up to date. • Provide training to clients on software features related to accounting processes. • Participate in the onboarding of new clients, including needs assessment, configuration, data handling and import, and training support. • Analyze and update client data using database scripts, file import/export (Excel/CSV), AI platforms or other tools as needed. • Perform any other related duties.

• Find innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/and or social media to resolve their questions or concerns (Spanish & English). • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.