• 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.

Role Description The Customer Support Specialist is a full-time, remote member of the Customer Support team at XFERALL. This role serves as the primary point of contact for daytime support requests, helping customers troubleshoot issues, managing incoming tickets, and supporting day-to-day platform operations. This position is designed for someone early in their support career who is eager to learn, grow, and take on increased responsibility over time. The role also provides exposure to customer onboarding and implementation activities. Schedule: Remote, Monday through Friday during Central Time business hours. This role is approximately 90% support operations and 10% implementation support. Responsibilities - Daytime Support Operations - Serve as primary contact for incoming support tickets and live troubleshooting requests - Monitor and triage Zendesk queue and respond within defined SLAs - Troubleshoot common platform issues including user access, permissions, and intake workflows - Escalate technical issues to Product, Engineering, or senior team members as needed - Coordinate with after-hours support to ensure smooth handoffs - Follow established support workflows and contribute to improving them over time - Documentation and Learning - Maintain internal troubleshooting documentation and support playbooks - Help create and update knowledge base articles for customers - Identify recurring issues and share feedback with the team - Learn platform functionality and workflows to expand troubleshooting capabilities - Implementation Support - Assist Implementation Managers with customer onboarding activities - Support user setup, permissions, and basic configuration - Help prepare training materials and go-live checklists - Provide launch-day support when needed Qualifications - 1 to 3 years of experience in customer support, help desk, or SaaS support role - Strong written and verbal customer communication skills - Organized and comfortable managing multiple tickets simultaneously - Problem-solving mindset with willingness to learn technical workflows - Ability to follow processes while adapting to new situations - Comfortable working remotely in a fast-paced environment Preferred Experience - Experience with Zendesk or similar ticketing platform - Exposure to SaaS, healthcare technology, or technical support environments - Familiarity with Google Workspace, Salesforce, or reporting tools - Experience supporting customer onboarding or training - Interest in growing into more technical or operational responsibilities Benefits - Dental Insurance - Health Insurance - Flexible PTO - Vision Insurance

• Manage, mentor, and motivate our offshore support team to consistently deliver an exceptional customer experience • Monitor team performance and provide coaching, training, and feedback to help your team grow • Conduct regular team meetings to review performance, discuss customer feedback, celebrate wins, and identify areas for improvement • Respond to customer inquiries primarily via tickets, email, and chat, with occasional phone support • Troubleshoot issues and provide solutions that reflect Weel’s customer-first approach • Handle escalations and support team members with complex or sensitive cases • Maintain accurate data, i.e. records of customer interactions and resolutions • Develop, refine, and implement customer support processes to increase efficiency and satisfaction • Identify trends in customer issues and collaborate with product, operations, and marketing teams to suggest improvements • Act as a voice of the customer, helping shape a seamless experience for all users