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

Mom & Baby Customer Experience Representative Location: Remote Schedule: TBD Starting Pay: $20/hour About Aeroflow Mom & Baby At Aeroflow, we support mothers through pregnancy and postpartum by helping them access breast pumps, maternity compression, and lactation support through insurance. Our Customer Experience team plays a meaningful role in helping families navigate an important season of life with clarity and confidence. The Role This role is primarily focused on inbound phone support. You’ll help patients understand their benefits, orders, and next steps while providing compassionate, accurate support. The work is structured and fast-paced, with opportunities to grow into additional responsibilities over time. What You’ll Do - Answer inbound calls from patients about: - Breast pumps and accessories - Insurance coverage and benefits - Order status and next steps - Maternity and postpartum products - Provide clear, compassionate support - Document interactions accurately - Navigate multiple systems during live calls - Support a high-quality patient experience - Employee has an individual responsibility for knowledge of and compliance with laws, regulations, and policies. - Compliance is a condition of employment and is considered an element of job performance - Maintain HIPAA/patient confidentiality - Regular and reliable attendance as assigned by your schedule - Other job duties assigned What We’re Looking For - 1+ year of customer service experience preferred - Strong communication skills (verbal and written) - Comfortable handling high call volume - Confident using multiple systems at once - Familiarity with Google Workspace (Docs, Sheets, Gmail, Chrome) - High school diploma or equivalent - Spanish Speaking a plus What You’ll Gain - A meaningful role supporting mothers and families - Opportunities to grow into specialty or leadership roles - A supportive, team-first culture What Aeroflow Offers Competitive Pay, Health Plans with FSA or HSA options, Dental, and Vision Insurance, Optional Life Insurance, 401K with Company Match, 12 weeks of parental leave for birthing parent/ 4 weeks leave for non-birthing parent(s), Additional Parental benefits to include fertility stipends, free diapers, breast pump, Paid Holidays, PTO Accrual from day one, Employee Assistance Programs and SO MUCH MORE!! Here at Aeroflow, we are proud of our commitment to all of our employees. Aeroflow Health has been recognized both locally and nationally for the following achievements: - Family Forward Certified - Great Place to Work Certified - Inc. 5000 Best Place to Work award winner - HME Excellence Award - Sky High Growth Award If you’ve been looking for an opportunity that will allow you to make an impact, and an organization with unlimited growth potential, we want to hear from you! Aeroflow Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. We value transparency and candidate safety throughout the hiring process. Aeroflow recruiters may reach out through platforms such as LinkedIn or Indeed; however, all interviews and/or offer coordination and sensitive information requests will occur only through our official communication channels. You will never be asked to provide personal data outside our secure application portal, and all interview or offer details will come from an @aeroflowinc.com email address. We do not conduct interviews via text message or instant-messaging apps. If you have concerns, please contact our Talent Acquisition team for verification

• Your day will begin by fielding and resolving overnight questions and support requests from our patients and partners • Throughout the day you will respond to and triage inbound patient and partner questions via phone, email and SMS in a timely manner and in adherence of organizational benchmarks • As different patient situations arise, you will escalate questions and concerns to other teams for additional support • This position will assist Field Support and Sprinters with real-time scheduling changes • This position will also support clerical work that may be required prior to and after appointments to ensure our Sprinters can focus on delivering high quality care in the home • Additional responsibilities and/or projects as designated, encompassing enhancements to processes and the facilitation of cross-training across various departments.