• Serve as the primary strategic contact for top-tier accounts, ensuring alignment with business objectives and contract commitments • Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations • Drive proactive engagement with enterprise customers, ensuring a white-glove experience for the most strategic clients • Partner with the Business Unit Leaders to ensure operational success, including monthly check-ins and issue resolution • Monitor customer health metrics and lead renewal and expansion strategies • Partner with Business Unit Leaders to triage escalations and ensure service delivery meets expectations • Collaborate with Technical and Implementation teams to support adoption of new features or service enhancements • Work with Finance and Contracts teams to track ARR growth, renewals, and contract compliance • Identify upsell and cross-sell opportunities within existing accounts • Track and report on key success metrics (NPS, retention rates, upsell revenue)

• Serve as a primary point of contact between customers and the company • Process purchase orders, addressing customer inquiries, and providing timely, accurate information related to orders, billing, and account support via phone and email • Handle & respond to incoming customer calls and email correspondence, providing prompt and professional support • Accurately document all customer interactions for follow-up and internal reference • Enter and manage data within the ERP system (Epicor) and Conexiom • Process customer orders and maintain all required digital and physical documentation • Monitor order status and proactively communicate updates to customers • Maintain organized records of correspondence, quotations, and purchase orders • Communicate customer feedback to appropriate internal teams • Ensure compliance with the company’s Quality Management System and customer requirements • Maintain a clean, safe, and organized work environment • Perform additional duties as assigned

Role Description We’re looking for a remote Customer Support Specialist who thrives in a fast-paced, customer-first environment and has a passion for technology, streaming, and sports. This role is ideal for someone who is detail-oriented, resourceful, and excited about supporting customers using cutting-edge digital signage and streaming platforms. Flexibility and availability on weekends, evenings, and holidays are essential to provide real-time support during high-impact events. Key Responsibilities - Respond to inbound customer support tickets, guiding issues from initial contact through to resolution - Troubleshoot a variety of customer concerns, including device installation, streaming and connectivity issues, and registration for streaming events - ensuring a high level of customer satisfaction throughout - Collaborate with Engineering and Product teams to support continuous improvement of our streaming platform - Serve as a liaison with outsourced support partners, assisting in escalated conflict resolution and ensuring consistent service quality Qualifications - Bachelor’s degree preferred - Minimum of 2 years of experience in customer service, technical support, or operations - Basic understanding of network connectivity, with a strong interest in sports and entertainment - Self-motivated and able to work independently in a fast-paced environment - Exceptional attention to detail and strong problem-solving skills - Clear, patient, and professional communication skills - Availability 7 days a week, including weekend and evenings, based on live event schedule - Fluent in spoken and written English, Spanish a plus - Reliable high-speed internet connection capable of streaming up to 4K on multiple devices simultaneously Expected Compensation The anticipated base hourly wage range for a new hire into this position is $20 - $25/hour. In compliance with local law, the range above reflects the current hiring range for this position. EverPass takes into consideration the qualifications, skills, and experience of the candidate, expected quality and quantity of work, and internal pay alignment when determining the salary level for potential new employees. EverPass expects to hire for this position at the mid-range salary, with the possibility of considering a higher salary only in rare cases when EverPass determines an external candidate possesses exceptional qualifications significantly exceeding the job requirements. Benefits - Competitive Compensation - Medical, dental, vision, life, and long-term and short-term disability insurance - Professional Development Programs - Access to senior management and mentoring opportunities - Employee Recognition Program - Paid Parental Leave - Mental Health and Recharge Days - 401k Match - Pre-tax Transportation - Employee Assistance Program - In-person and Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours Company Description EverPass Media is redefining the role of TVs in businesses by blending exclusive top-tier sports and entertainment with unmatched marketing innovation. With a focus on premium content like NFL Sunday Ticket, smart promotions, and seamless partnerships, we offer a cloud-based platform that combines ease of use with advanced functionality and reliability. We're empowering business owners to control their content like never before, ensuring their screens are more than just TVs - they're key to engaging, entertaining, and understanding their customers to help drive business results.

Role Description We're growing fast. You will help us grow even faster! In Community, we are responsible for supporting our crafting community. Our community means the world to us, there would be no Creative Fabrica without them! Our users are extremely engaged and are at the core of everything that we do. Our goal at Community Support is to connect with our customers and designers on a deeper level, turning them into brand ambassadors, while making sure we handle their questions and are super consistent, efficient and effective as possible. - Handle tickets from our subscribers and designers regarding any and all questions that they have related to the platform and our products and services. - Contribute to the team OKR’s and individual KPI’s. - Be the voice of the company, first line of contact for any company contact, filter and pass on messages that are not relevant to Community to other departments as needed. - Work on other projects relating to the service of our community as relevant. Qualifications - You have 1+ years of experience in customer support agent roles. - You have excellent verbal and written English skills. - You are service minded, and you care about making sure that our community has a great experience with our platform. - You are self motivated. You are able to work independently, take ownership of your targets and come up with innovative solutions. - You are a team player. You have a proven track record of working in collaboration with others, you are friendly, positive and open. - You are flexible, as we are always evolving you can handle change. - You are open to feedback and have a growth mindset. Requirements - Experience with ticketing and project management software (nice to have). - You are creative. - You have graphic designer background, experience with Adobe Suite (Illustrator, Photoshop), Photopea, FontForge. Opportunities - Great place to learn and grow. - Opportunity for innovation, share your knowledge and skills to contribute to the success of the organization. Job Details - A Freelance Service Agreement is offered. - Ideally you would be available to work in the weekends. Availability in the evening / night hours is a plus. - You need to send your application and CV in English. - All shifts include a 30-minute unpaid meal break. Benefits - Competitive Compensation: We believe that hard work, skills and ambition should be fairly compensated.