• Ensure that urgent ticketing queues are worked on throughout the day. • Be logged into Airline call back queue throughout shift. • Contact carrier’s when tickets need to be opened or waivers need to be obtained. • Conduct routine research of travel industry changes and trends. • Maintain a professional friendly attitude while assisting coworkers/agents.

• Monitor and respond to customer inquiries via Slack channels, email, and ticketing systems (e.g., Pylon or similar tools) within defined SLA timelines • Assist users with troubleshooting, platform navigation, and general support questions • Collaborate with AI support tools and escalate complex or sensitive issues as needed • Maintain clear, empathetic, and professional communication across regions • Identify knowledge base gaps and help create or improve documentation • Develop internal knowledge documents based on recurring issues • Support onboarding by guiding new users through setup and early product use • Work with internal teams to enhance customer experience and operational processes

• Provide courteous, friendly, and accurate support across email, chat, and phone channels. • Resolve consumer inquiries regarding account/orders, product inquiries, subscriptions, promotions, and website navigation. • Maintain GoMacro’s brand voice and uphold The GoMacro Way in every interaction. • Meet or exceed customer care metrics, including accuracy, sentiment, and CSAT. • Navigate Shopify and Shipbob to update orders, process replacements or refunds, and manage order changes. • Coordinate with ShipBob and internal teams regarding damaged, delayed, or missing shipments. • Accurately follow processes for lost-package claims and quality escalations. • Serve as a power user of Gorgias, ensuring correct ticket tagging, categorization, and documentation. • Leverage macros, help docs, resource tools (Grammarly) and SOPs to maintain consistency and efficiency through all consumer communications. • Identify and report system issues (Shopify, Recharge, Gorgias, ShipBob) to the Customer Care Supervisor or Manager based on consumer feedback. • Collect and document quality concerns, including lot numbers, photos, descriptions, timestamps, and purchase details. • Collaborate with Quality Assurance to ensure accurate and timely reporting of product trends. • Support cross-functional teams with helpful consumer insights to guide product and operational improvements. • Participate in team meetings, training sessions, and special projects aimed at improving the consumer experience. • Other duties as assigned by the supervisor.

• Works to acquire the knowledge, experience, skills, and business acumen in the assigned area • Assists leader, team, or business unit with work assigned to them • Develops business acumen through interactions and shadowing with other paraprofessionals • Attends business unit meetings, executes research, and provides information • Develops operating knowledge of Company standardized hardware, software programs, third-party software, and processing procedures • Works toward developing an understanding of key concepts and appropriate business skill application