Role Description - Lead, coach, and develop customer service team members by setting clear performance expectations, establishing goals, conducting performance evaluations, and providing ongoing feedback to drive engagement and productivity. - Foster a positive, collaborative, and accountable team environment that encourages continuous improvement and professional growth. - Ensure team members are effectively trained in customer service best practices, product knowledge, company policies, and internal systems through the development and maintenance of SOPs and training materials. - Act as the primary escalation point for complex customer inquiries and complaints, ensuring timely, professional, and satisfactory resolution. - Analyze customer feedback, service metrics, and operational data to identify trends and implement process improvements that enhance efficiency and customer satisfaction. - Support the organization’s transition from a traditional customer service model to a proactive, end-to-end customer experience approach. - Perform system and regression testing related to customer service processes and workflows to ensure system accuracy and functionality. - Coordinate and submit help desk tickets for system or equipment issues impacting team performance and follow through to resolution. - Monitor Microsoft Dynamics 365 (D365) data and system queries to identify errors and implement corrective actions, ensuring order-to-invoice accuracy and operational efficiency. - Collaborate cross-functionally with Sales, Accounts Receivable, Operations, and Distribution teams to ensure a seamless and consistent customer experience. Qualifications - Minimum of 3-5 years of experience in customer service or customer support roles. - At least 2 years of experience in a lead or supervisory role. - Demonstrated experience handling escalated customer issues and resolving complex service challenges. - Experience working with CRM or ERP systems and customer service platforms. - Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred). - 5+ years of direct supervisory experience in a customer service or customer experience environment (preferred). - Experience in a manufacturing or distribution environment (preferred). - Experience with Microsoft Dynamics 365 (D365) or similar ERP systems (preferred). - Prior experience leading process improvement initiatives or participating in continuous improvement programs (preferred). Requirements - Strong understanding of customer service principles, customer experience strategies, and service recovery techniques. - Ability to lead, motivate, and develop a team in a fast-paced environment. - Strong organizational skills with the ability to manage multiple priorities and deadlines. - Proficiency in Microsoft Office (Excel, Word, Outlook) and reporting/analytics tools. - Ability to analyze data, identify trends, and translate insights into actionable improvements. - Ability to collaborate effectively with cross-functional teams, including Sales, Operations, Finance, and Distribution. - Adaptability and willingness to embrace change and support system/process enhancements. - Ability to define problems, collect and interpret data, establish facts, and draw valid conclusions. - Ability to manage complex customer situations by evaluating multiple variables and determining the most appropriate course of action. - Capable of balancing customer needs with business objectives to make sound, timely decisions. - Ability to develop and implement practical solutions to improve processes, efficiency, and customer satisfaction. - Strong critical thinking skills with the ability to anticipate issues and proactively address them. Physical Demands - Prolonged periods of sitting at a desk and working on a computer. - Walking through office and manufacturing environments, using appropriate personal protective equipment. - Ability to climb stairs, bend, stoop, and lift or move up to 50 pounds. - Standing, reaching, talking, seeing, hearing, and writing as part of day-to-day activities. Work Environment - The work environment is representative of those an employee would encounter in a normal office environment position with some exposure in the manufacturing and distribution center environments. - This position could travel up to 10% of the year, depending upon business needs. Key Performance Indicators (KPIs) - Timeliness and effectiveness of issue resolution, including escalation turnaround time. - Volume and trend of customer complaints and successful resolution rates. - Team productivity and service level adherence. - Employee engagement and retention within the customer service team. - Adoption and effectiveness of process improvements and system enhancements. - Data accuracy and quality within CRM/ERP systems. - Cross-functional stakeholder satisfaction with customer service support.

• Support administrative care management duties including member and provider outreach • Support healthcare initiatives and activities including educational and quality campaigns • Assist in scheduling care manager and member appointments • Respond to member inquiries, data entry and research • Support member non-clinical needs • Manage low-risk members for health-related social needs, education, and basic member outreach screenings/inquiries

• Provide support and service to members across Canada. • Problem solve effectively and contribute positively to a team environment. • Provide the highest level of customer service possible. • Participate in training and work flexible shifts (Monday-Friday, 8:00 AM – 9:00 PM AT).

We Could Use Someone Like You in Our Crew. Are you passionate about music and fluent in both French and English? ModSquad is excited to partner with a leading global music streaming platform, and we're on the lookout for friendly, tech-savvy Customer Service Representatives to join our all-remote team! As a member of this team, you will be the first point of contact for customers, helping them navigate the platform, troubleshoot technical issues, and ensuring they have the best possible listening experience. Specifically, you will be responsible for responding to customer inquiries via inbound messages in both French and English. Important note: All qualified applicants will have to complete language assessments in French and English. Orientation Hours (Pacific Time): 40 hours per week are required for the 8-week orientation period. - Orientation phase 1: 4 weeks, 4 AM - 1PM - Orientation phase 2: 4 weeks, self-scheduled between the hours of 9 AM - 10 PM Available Production Hours (Pacific Time): - Daily, 9 AM - 10 PM Project Commitments: - 25 hours per week - 12 hours are required on Saturday and/or Sunday - 180 days (as needed by ModSquad) Need help figuring out the time difference? Check out World Time Buddy! Just set Sacramento, California as your starting point, then add your location to easily convert Orientation, Nesting, and Production hours to your local time. Who Are You? - You’re passionate about creating personalized, memorable experiences for every customer. - You thrive on delivering top-tier customer support and can swiftly spot and solve any issues that come your way. - You’ve got experience providing support through inbound messaging and know how to keep cool under pressure. - You've handled 3-5 simultaneous chats in previous roles. - You're fluent in French and English, with professional-level communication skills in both. Workspace Requirements: - Dedicated laptop or desktop computer running Windows 11 or macOS Sequoia/Tahoe - Willingness to install ModSquad security software and a 2FA app on your mobile device - Access to a webcam or a smartphone capable of capturing clear photos - A stable broadband internet connection with a minimum speed of 25 Mbps - At least 8 GB of RAM (more is always better!) - Dual monitors are strongly recommended for optimal workflow and multitasking Please note: A Chromebook is not sufficient for ModSquad projects. About ModSquad: ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place. ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation. Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.