• Own CX onboarding and offboarding execution for employees and contractors supporting CX accounts, including reporting and tracking. • Coordinate with CX Delivery leadership, IT, Security, Training, and HR systems partners to ensure timely onboarding and separation. • Order and track equipment delivery as part of the onboarding process. • Support the return of equipment during the offboarding process. • Serve as an escalation point for complex, urgent, or high-risk onboarding and offboarding scenarios. • Ensure role-based access alignment and validate access completion prior to training or production readiness. • Maintain CX onboarding, offboarding, and identity management process documentation and standards. • Identify operational risks, gaps, and inefficiencies that will drive continuous improvement initiatives. • Provide guidance and mentoring to associate-level onboarding and offboarding candidate care coordinators.

• Manage customer support requests end-to-end across channels such as ticketing systems, live chat, and phone (as applicable) • Troubleshoot and resolve common to moderately complex product issues independently • Provide clear, friendly, and professional communication tailored to each customer’s needs • Meet or exceed support performance metrics including response time, resolution time, and customer satisfaction (CSAT) • Prioritize and manage a high volume of tickets while maintaining accuracy and quality • Document resolutions thoroughly, ensuring proper categorization and clear notes • Identify recurring customer issues and suggest improvements to workflows, tooling, or documentation • Create or update knowledge base articles to improve self-service and team efficiency • Collaborate with Engineering, Product, and Customer Success teams when escalation or coordination is needed • Support newer team members by sharing knowledge and best practices as you grow in the role

• Respond to customer inquiries via phone, email, and text. • Provide clear and accurate information about services, pricing, and next steps. • Assist customers with service requests in a professional manner. • Handle customer complaints with empathy and professionalism. • De-escalate situations and provide effective solutions. • Escalate complex issues when necessary. • Create and update support tickets in the CRM. • Document customer interactions and follow-up actions accurately. • Maintain clear and updated customer records. • Follow up with customers after service interactions. • Support customer retention by ensuring positive service experiences. • Communicate customer updates with internal teams. • Support smooth service delivery and assist with administrative tasks as needed.

• Answer and resolve inbound/outbound customer service calls • Deliver exceptional service with every interaction • Document customer information and call outcomes • Follow up to ensure resolution • Meet key performance benchmarks