• Manage a queue of incoming support-related requests and work with your team to prioritize tasks. • Respond to and action on issues, questions, and configuration needs from customers and internal members of the Success team, providing front-line support via email, support ticketing, and Zoom meetings. • Working with internal stakeholders to assess, prioritize, and mitigate issues, who might look like customer success managers, engineers, or fellow team members. • Attend virtual meetings with customers to analyze, troubleshoot, and diagnose problems. • Maintain proactive, engaged ownership and awareness throughout your daily workflow. • Keep customers informed of the status of their open support requests. • Identify, report, and document patterns and feedback on incoming requests and questions, providing useful data to inform the broader Jellyfish organization. • Assist in creating documentation and KB to better serve our internal and external customers. • Develop and maintain a deep understanding of both the Jellyfish Platform and our customers' specific needs. • Work with the team to improve internal processes and pursue side projects that increase efficiency.

• Partner with the Director of BC to translate scalable CX vision into executable lifecycle programs Bring best practices and external benchmarks to inform program management, design, and sequencing • Establish clear success metrics tied to adoption, retention, and operational efficiency • Design and launch initial self-service and 1:many programs across onboarding, adoption, and expansion • Build reusable enablement assets including webinars, playbooks, guides, and lifecycle journeys • Configure and deploy digital campaigns, in-app guidance, and automated engagement flows as needed Iterate based on engagement data and customer feedback • This role is expected to be hands-on in early phases before processes are fully scaled. • Develop structured digital pathways aligned to key customer lifecycle milestones • Translate elements of Quantum Metric expertise into standardized, repeatable frameworks • Improve discoverability and usability of digital resources • Ensure digital coverage across defined lifecycle stages • Identify opportunities to leverage AI or automation tools to reduce manual effort in workflows and customer engagement motions • Implement AI-driven or automated workflows that reduce internal effort • Create systems that increase QM consultant capacity without degrading customer experience • Partner with Product to align digital programs with in-app experience • Collaborate with Marketing on lifecycle messaging consistency & digital program alignment with the Quad • Provide data-driven feedback on customer friction points within the digital journey

• Klanten ondersteunen via telefoon, e-mail en chat • Technische problemen oplossen en vragen beantwoorden • Klanttevredenheid garanderen bij elk contactmoment • Feedback registreren en opvolgen in interne systemen

• Act as a liaison between LabCorp, customers, and patients • Maintain understanding of lab operations across departments • Resolve routine requests using internal systems and procedures • Communicate professionally with internal and external customers • Clarify and confirm customer needs to provide solutions • Meet productivity, quality, and service standards • Identify root causes and help prevent recurring issues • Multi-task effectively • Research and resolve complex inquiries using databases • Review test forms for accuracy and correct discrepancies per standard operating procedures • Support initiatives to improve customer satisfaction and performance • Maintain accurate records and CRM data in compliance with HIPAA • Troubleshoot basic technical issues to minimize disruptions • Participate in activities designed to improve customer satisfaction and business performance.