• Respond to customer inquiries via chat or email • Provide accurate information on services and policies • Resolve routine issues such as subscription status updates, refund requests and billing inquiries • Escalate complex cases to higher-level support when necessary • Follow clear guidance given by the leadership team when appeasing customers • Empathetic to customers’ needs but understanding of the business’ bottom line • Collect and share feedback to external teams to ensure the needs of the customers are being met

• Supports client advisor onboarding by ensuring consistent, high-quality experiences, refining the process, and conducting frequent check-ins with new hires. • Develop and deploy in-role training on BOOST CS processes to upskill high-performing RCM and Account Management teams, leveraging self-created content or tools such as LinkedIn Learning. • Responsible for monitoring Client Advisor performance through the use of audits and customer feedback, identifying training needs. • Develop, execute, and monitor Client Advisor Assessments. This involves collaborating cross-departmentally to align assessments when similar assessments exist. • Work to establish a certification process to effectively showcase expertise to customers.

• Execute 1:many lifecycle programs including onboarding journeys, adoption campaigns, and targeted outreach. • Work with marketing to create clear, concise, customer-ready written communications (emails, campaigns, in-product messaging) that drive adoption and engagement. • Monitor customer data (usage, engagement, health scores) to identify risks, gaps, and trends. • Surface insights to improve campaigns, content, and lifecycle programs. • Deliver light-touch customer interactions (email, pooled outreach, webinars, office hours) to reinforce best practices. • Guide customers to self-service resources and enablement content aligned to their lifecycle stage. • Track customer progression against key milestones and flag deviations. • Maintain accurate CRM and CS platform documentation, including activity tracking and RAID logs. • Ensure customer engagement, risks, and value signals are documented to support renewal readiness. • Escalate complex or high-risk scenarios to appropriate stakeholders. • Capture recurring customer feedback to inform improvements to product and scaled programs.

• Provide proactive client management through managing the onboarding of new groups • Own open enrollment support by leading or participating in meetings • Own client renewals by identifying cross-sell and upsell opportunities • Own a book of business and understand the needs of the brokers and clients • Generate/request reports and derive insights from data • Execute at a high volume with a variety of processes/activities • Collaborate cross-functionally with multiple internal team members