PRADCO Outdoor Brands (PRADCO) manufactures and markets major hunting and fishing brands and products. We are a leader in producing game calls, scents, attractants, game feeders, game cameras, tree stands and fishing lures. PRADCO Hunting owns the brands Moultrie, Summit, Knight & Hale, Code Blue, Texas Hunter Products and Whitetail Institute. PRADCO Fishing owns more than 20 brands including Bobby Garland, Booyah, Heddon, Lindy, Rebel, Thill, and YUM. For more information on PRADCO products, please visit our website at www.pradcooutdoorbrands.com. PRADCO team members participate in a selection of outstanding benefits, including: Profit Sharing Trust, Excellent Medical/Dental/Drug/Vision benefits, and many other benefits. Job Summary Customer and Office Support Representative-PRADCO Hunting The PRADCO Hunting Division is seeking an energetic, goal-oriented Customer and Office Support Rep with a passion for delivering customer support to our diverse community of avid subscribers and team members. This Rep will provide exceptional, proactive support through a primarily remote work environment. The Rep will communicate with customers via multiple channels, including phone, email, live chat, social media, and text, and also provide basic administrative assistance to others on the PRADCO Hunting Team. We are seeking a professional who is adaptable to evolving products, tools, and services and flexible in working in a fast-paced environment. You will be joining a dedicated team that is focused on supporting each other while constantly enhancing their product knowledge and expertise. The Customer and Office Support Representative will report to the Customer Service Supervisor. Job Responsibilities - As an expert on PRADCO Hunting’s suite of products, serve as the main point of contact for customers via phone, email, live chat, social media, text, etc - Maintain a quality rating by following procedure and acting in the customers’ best interest - Record all interactions with customers in the provided CRM system - Provide various administrative tasks for the PRADCO Hunting Team to include mail and package delivery and receipt. - Meet evolving department goals and metrics Job Requirements - High school diploma - A minimum of 1-year experience providing support in customer service and office support. Preferred Skills - Experience working with Zendesk or similar CRM system - Appreciation for the outdoors Essential Job Function - Ability to work in a remote setting with a reliable internet connection - Great communication skills - Strong time-management skills - Goal-oriented mindset - Outstanding organizational, interpersonal and communication (written and verbal) skills. - Strong problem-solving skills - May require sitting for long periods of time in an office environment. - Coachable mindset. - Ability to multitask We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.

Role Summary The Customer Experience Associate is a frontline support role responsible for delivering fast, accurate, and empathetic support to BioRender users across email, chat, and phone. This person resolves inquiries across all ticket types and customer segments, serving as a key touchpoint in the customer experience that directly shapes how users perceive and adopt BioRender's products. Beyond resolving individual inquiries, the Associate contributes to the voice of the customer by surfacing patterns, bugs, and feedback through established channels. They are expected to work collaboratively with internal teams, leverage AI tools to enhance their efficiency and quality, and contribute to team initiatives that strengthen the CX function over time. This role operates within a lean, high-output team where initiative, adaptability, and clear communication are essential. Responsibilities - Deliver fast, accurate, and kind support across email, chat, and phone; resolving inquiries with thoroughness and empathy - Handle the full range of ticket types across customer segments, developing the product knowledge required to support users at every stage of the customer lifecycle - Troubleshoot technical issues with precision and care, documenting findings and escalating to Engineering, Product, Customer Success, or Sales with clear context, suggested next steps, and specific questions - Recognize when a conversation would be better served through a different channel and proactively shift modality (e.g., moving from email to a call) to improve the customer's experience - Identify recurring patterns in user issues and proactively surface insights to the team and through established feedback channels - Contribute to the voice of the customer: relaying bugs, product friction, and user feedback in a way that helps Product and Engineering prioritize what matters - Leverage AI tools (Ada, Claude) in daily workflows; using automation strategically to improve speed and quality while unlocking capacity for deeper, higher-value work - Participate in team initiatives beyond individual queue work, including documentation, process improvements, retrospectives, and knowledge base contributions - Maintain and continuously build product knowledge, staying current on releases, feature updates, and how changes affect different user segments - Monitor individual and team CSAT across customer segments, understanding personal performance in the context of broader team and organizational goals Qualifications Required: - 1+ years of experience in customer service, ideally in a SaaS or technology environment - Bachelor's degree in the life sciences or a related field - Clear, professional written and verbal communication - Thorough and detail-oriented in troubleshooting, explaining options to users, and documenting knowledge for the team - Comfort in a fast-paced environment where priorities shift quickly based on new information or changing timelines - Initiative and ownership: voices ideas, challenges the status quo, and acts without waiting to be told - Comfort with AI-driven support tools and a mindset toward leveraging automation to improve both efficiency and quality of support - Collaborative and team-oriented: works toward shared outcomes, shares knowledge, and actively supports teammates Preferred: - Experience with Zendesk or similar ticketing platforms - Familiarity with tools like Slack, Retool, Stripe, Looker, or Hex - Experience supporting scientific or research-oriented users Success Metrics At 6 months: - Independently handling email, chat, and phone inquiries across all ticket types with confidence - Comfortable collaborating with internal teams (Engineering, Product, Customer Success, Sales) and writing escalations that are clear and actionable without requiring follow-up clarification - Quick to shift communication channels when the conversation calls for it - Consistently completing at least 40 replies per business day while maintaining a personal CSAT of at least 90% - Actively using AI tools (Ada, Claude) as part of daily workflow - Continuously learning — asking questions, building product knowledge, seeking feedback At 12 months: - Identifying recurring user patterns and proactively surfacing insights — seeing the system around the work, not just resolving individual tickets - Contributing to at least one team initiative beyond inbox work (documentation, process improvement, retrospective, or similar) - Demonstrating data awareness beyond personal metrics — understanding volume trends, segment-level patterns, and how individual work connects to broader CX outcomes - Building enough domain depth that teammates begin routing questions their way - Showing early signs of IC2 readiness: strategic thinking about user pain points, ownership mentality over a developing area of expertise, and growing cross-functional awareness

• Agent Inquiry Support: Serve as the primary contact for all commission-related questions. You’ll handle phone calls and emails, explaining commissions clearly and professionally. • Discrepancy Resolution: Proactively identify, investigate, and resolve complex commission discrepancies. • Carrier & Team Collaboration: Partner with internal team members and external insurance carriers to facilitate the processing of adjustments, missing payments, and account reconciliations. • Support: Perform ad hoc assignments and projects assigned by management to support the team’s responsibilities and goals. • Data Integrity: Maintain accurate records of adjustments and communications to ensure a transparent audit trail for all commission activities.

• Serve as the first point of contact for internal end-users, delivering exceptional customer service. • Monitor and manage incoming support requests through the ticketing system. • Troubleshoot basic software issues and provide clear, timely solutions. • Escalate complex issues to senior team members or other departments as needed. • Document all interactions and resolutions accurately within the ticketing system. • Collaborate with team members to identify recurring issues and suggest improvements. • Maintain a positive and professional attitude while assisting users.