• Handle incoming calls from members and healthcare providers • Assist with benefits, claims, billing, and eligibility questions • Document interactions and resolve customer issues • Escalate complex cases as needed

• Respond to customer inquiries primarily through tickets and emails, with occasional phone calls, taking ownership of issues from initial contact through resolution. • Review account data, transactions, system behavior, and internal tools to understand what’s happening and provide accurate, well-reasoned responses. • Deliver responses that are structured, calm, and human, especially in situations involving stress, urgency, or financial impact. • Know when an issue can be resolved within scope, when partial solutions are appropriate, and when escalation is necessary. • Handle emotionally charged interactions professionally, guiding customers toward realistic outcomes without defaulting to escalation or deflection. • Work with internal partners such as Engineering, FinOps, Compliance, and Collections to resolve edge cases and improve processes. • Identify recurring issues, unclear processes, or gaps in documentation, and provide constructive feedback to help improve operations, SOPs and the overall support experience.

Qualified has been acquired by Salesforce! View the press release here. About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Qualified is looking to add a new member to our Technical Support team as we scale our world class support. As a Technical Support Specialist, you will be responsible for handling support requests, being the technical resource aligned to our Qualified Success Architect team, and acting as a connection between support and engineering. You’ll be working on the cutting edge of the next generation of sales and marketing technology, wearing lots of hats, and helping us transform our customer experience. If you love helping others, solving puzzles, and working on an agile team this is the place for you. Responsibilities: - Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely manner and answering questions via a number of channels including live chat, email, and video calls. - Supporting our Success Architect team through a deep and technical understanding of the product and joining them on calls as an additional technical resource for customers. - Working cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs. - Working collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap. - Adding your own suggestions and efficiencies to improve our documentation, processes, and knowledge base. - Working on our incident response team to provide critical communication to our customers and internal staff during incidents. - Assisting and supporting leadership in improving the speed and efficiency of our customer operations strategy and experience. Qualifications: - You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise - 3+ years of experience providing support in a B2B SaaS company - Bachelors degree - You are located in either PST or MST - Excellent interpersonal, communication, and writing skills - Extensive knowledge of Salesforce CRM - Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua) - Working knowledge of Javascript and API errors - Knowledge of web technologies (website architecture, custom forms, UTM parameters, etc) - Passion for making customers successful with software solutions - You enjoy analyzing issues and digging into complex problems - You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice and involves researching technical nuances. - The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge. - You’re interested in growing your career in Technical Support and helping us grow an amazing team. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodation Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

About Taskrabbit:Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do’s, such as furniture assembly, handyman work, moving help, and much more. At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. We’re looking for talented, entrepreneurially minded and data-driven people who also have a passion for helping people do what they love. Together with IKEA, we’re creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world. Taskrabbit is a hybrid company with employees distributed across the US and EU and a Built In — Best Places to Work (2022, 2023, 2024) continually ranked across multiple national and regional categories. Join us at Taskrabbit, where your work will be meaningful, your ideas valued, and your potential unleashed! About The Role You will be joining a remote team of 20+ advocates in Poland that are in charge of improving conversions and reducing cancellations within our 6 European markets (UK, Germany, France, Spain, Portugal and Italy). You will monitor booking funnels to identify 'stuck' tasks and intervene when our algorithm needs a human touch - using email, internal tools, and phone calls to ensure the jobs get done. You will act as a Task Support Coordinator, navigating complex, nuanced conversations with our German clients and Taskers to save cancellations and drive revenue. Based in Poland, this is a remote first position reporting to the Operations Team Lead. We aim to live our values in every interaction and are looking for colleagues who care deeply about making everyday lives easier for our community. Join us in creating a better everyday life for everyday people! Responsibilities - Understand the business requirement for each programme that you are working on and be able to put in action the SOPs of each one that you are assigned to work on. - Diligently take notes while performing your core duties and make suggestions to your team leader of how things can be improved. - Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy. - Efficiently manage time to make relevant phone calls while maintaining quality interactions. - Build connection and trust with your stakeholders, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate manner first time. - Be organized, accountable and responsible - using your resources to keep informed of all SOPs and programme changes as they occur. Skills/experience - We're looking for candidates with great people skills! - Minimum 6 months of customer service experience, contact center experience or similar. - Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness. - Displays excellent time management and takes pride in a job well done. - Excellent typing skills and adaptable in navigating online tools and systems. - We’re growing! Adaptability and a love for change and improvement in a fast-paced environment. - Excellent written & verbal communication skills: have a strong command of grammar and spelling. - Excellent Communication Skills: Ability to articulate persuasively over the phone to engage potential customers. - Strong critical thinker and adept at problem-solving. - Interpersonal skills: Remains open to others' ideas and exhibits willingness to try new things. - Resilience and Persistence: Willingness to face rejection and persistently pursue leads. - Prior experience in sales over the phone, preferably in cold calling. - Ability to take ownership and solve problems - Available full-time (40 hours / week). - Fluency in English & German - Eligible to work in Poland, we will not support relocation for this position. Compensation & Benefits: At Taskrabbit, our approach to compensation is designed to be competitive, transparent, and equitable. Total compensation consists of base pay + benefits + perks. The annual gross pay for this position is 92,000 PLN. This is the base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. You’ll love working here because: - Taskrabbit is a Hybrid Company. We value flexibility and choice but also stay committed to regular in-person connection. - The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with! - The Diverse Culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average. - The Perks. Taskrabbit offers our employees with employer-paid health insurance and a 401k match with immediate vesting for our US based employees. We offer all of our global employees generous and flexible time off with 2 company-wide closure weeks, Taskrabbit product stipends, wellness + productivity + education stipends, IKEA discounts, reproductive health support, and more. Benefits vary by country of employment. Taskrabbit’s commitment to Diversity and Inclusion:An Active Commitment to Equity within our Company and Platform. We are an inclusive community where all who share our mission and values belong. Our diverse team represents the communities we serve, breaking down systemic barriers, and transforming lives- one action at a time. Taskrabbit is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, sex, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Taskrabbit is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Taskrabbit will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. Taskrabbit will never use text or chat applications to conduct interviews. We have a thoughtful and interactive interview process that includes an initial recruiter phone screen and several video-based interviews with our hiring teams. Communications will always be conducted by taskrabbit.com domain names.