Role Description Clario, part of Thermo Fisher Scientific, is seeking a Cardiac Safety Technician to perform accurate ECG and cardiac data measurements in a regulated clinical trial production environment, supporting the delivery of high‑quality cardiac safety data for global studies. Perform functions to collect accurate measurements from cardiac data in a production environment. Essential Duties and Responsibilities: - Performs interval duration and rate measurements on digital or paper ECGs according to established Standard Operating Procedures (SOPs). - Evaluates and places calipers on digital ECGs and adjusts accordingly using various methodologies. - Utilizes validated software to convert PNG images to XML files for measurement. - Assesses waveforms to confirm conversion was accurate. - Accurately calibrates scaling of PDF images to collect measurements on paper ECGs. - Processes cardiac data from continuous Holter recordings. - Extracts time-point specific 12-Lead ECG extractions. - Exports XMLs to the designated database for IDM measurement. - Evaluates ECGs for safety/alert findings and provides notification to the correct teams as per written procedures. - Performs Ambulatory Blood Pressure Monitoring (ABPM) processing. - Balances priorities across workflows to analyze Cardiac Safety data in the sequence of priority assigned by operations management. - Participates in the Quality Assurance program to demonstrate accuracy, precision, and repeatability. Other Duties and Responsibilities: - Responsible for reading and applying all job related SOPs and SWIs. - Meets or exceeds departmental productivity and quality metrics. - Reports system performance issues through the correct channels with management and/or IT. Qualifications - Education: Associate’s Degree (preferred Bachelor’s Degree or related degree is strongly preferred), ECG certificate, or equivalent combination of education and experience required. - Experience: Must demonstrate knowledge of cardiovascular physiology and anatomy. - 1-2 years experience in ECG Core Lab or working under GCP, GDPR, and data privacy regulations. - Must be able to work independently and demonstrate initiative in solving problems. - Must have excellent interpersonal skills including communication, cooperation, adaptability, and a positive, proactive approach. - Must have experience working in a team environment and can show collaborative work ethic. - Must have good computer competencies including Google, Microsoft suite (including Excel), and database management. - Able to work within short time constraints in metrics-driven production environment. Benefits - Competitive compensation - Private health insurance - Engaging employee programs - Flexible work schedules - Attractive PTO plan - Flex workspace EEO Statement Clario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic. The duties and responsibilities listed in this job description represent the major responsibilities of the position. Other duties and responsibilities may be assigned, as required. Clario reserves the right to amend or change this job description to meet the needs of Clario. This job description and any attachments do not constitute or represent a contract. The Department Head has the discretion to hire personnel with a combination of experience and education, which may vary from the above listed qualifications.

• Deal directly with our customers to find out what issues they are facing. • Oversee a seamless transition from Sales to Implementation acting as the company equilibrium. • De-escalate complaints/frustrations, guide customers to increased product adoption, offer concessions, billing modification, contract negotiations, and contract amendments. • Analyze customer behavior. • Own Salesforce workflows for creating, updating, and ensuring compliance with escalation ticketing system. • Work with Sales and Onboarding department leads to develop and adapt to save and churn trends. • Ensure the customer’s transition to Implementation is smooth.

Timezone: CET ±2 hours Reports to: CEO Works closely with: CX Team, Retention & E-commerce Manager Growth Path: CX Lead / Head of Customer Experience About the Company We are a fast-growing Direct-to-Consumer (DTC) golf brand dedicated to designing and delivering premium golf equipment and accessories to players across global markets. Built by golfers, for golfers, our product ecosystem includes high-performance trolleys, bags, and modular accessories engineered to elevate the on-course experience. With a strong reputation for quality, innovation, and customer satisfaction, we serve a passionate community of golfers who expect both exceptional products and world-class service. As we scale internationally and expand our product lines, we are looking for a Customer Experience Specialist who can represent the brand with authenticity, expertise, and care. The Role This is not a traditional support role. As a Customer Experience Specialist, you will be the frontline voice of the brand — engaging with customers before and after purchase, guiding them through product decisions, and ensuring every interaction reflects the premium nature of our offering. You will combine deep product knowledge of golf equipment with strong customer service instincts to deliver a seamless, high-touch experience. You understand that in DTC, customer experience is brand experience. Beyond handling tickets, you will play a key role in improving processes, optimizing CX tools, and contributing insights that shape product, marketing, and retention strategies. Key Responsibilities Customer Experience (Day-to-Day) - Manage customer interactions across email, live chat, social media, and WhatsApp - Handle the full order lifecycle via Shopify: - Order tracking and updates - Shipping queries - Returns, refunds, and exchanges - Resolve issues with professionalism, empathy, and efficiency - Maintain consistent, high-quality communication aligned with a premium brand voice - Identify when to escalate or provide a more personalized experience (e.g., calls or tailored solutions) Product Expertise & Commercial Support - Provide pre-sales guidance based on genuine knowledge of golf equipment and player needs - Advise customers on: - Trolleys, bags, and accessories - Product compatibility and ecosystem benefits - Identify natural upsell and cross-sell opportunities without being pushy - Translate technical product features into clear customer benefits - Engage credibly with golfers of varying skill levels CX Operations & Tooling - Manage and optimize CX workflows using tools like Richpanel, Gorgias, or Zendesk - Improve: - Macros and templates - Automation rules - Ticket routing and prioritization - Use AI tools to: - Handle repetitive queries efficiently - Maintain speed without compromising quality - Document processes and maintain internal knowledge bases Insights & Continuous Improvement - Capture and share customer feedback and trends: - Common product questions - Pain points and objections - Positive feedback and testimonials - Collaborate with marketing and e-commerce teams to improve: - Product pages - FAQs - Retention strategies - Contribute to improving overall customer journey and satisfaction Team Growth & Leadership (Future Scope) - Support onboarding and training of new CX team members - Help define CX standards, tone of voice, and best practices - Take ownership of CX performance metrics and reporting - Grow into a leadership role as the team expands Working Style - Fully remote, aligned with CET business hours - Collaborative work environment with shared CX ownership - Tools include: - Shopify - Richpanel / CX platform - Slack - Notion

Timezone: CET ±2 hours Reports to: CEO Works closely with: CX Team, Retention & E-commerce Manager Growth Path: CX Lead / Head of Customer Experience About the Company We are a fast-growing Direct-to-Consumer (DTC) golf brand dedicated to designing and delivering premium golf equipment and accessories to players across global markets. Built by golfers, for golfers, our product ecosystem includes high-performance trolleys, bags, and modular accessories engineered to elevate the on-course experience. With a strong reputation for quality, innovation, and customer satisfaction, we serve a passionate community of golfers who expect both exceptional products and world-class service. As we scale internationally and expand our product lines, we are looking for a Customer Experience Specialist who can represent the brand with authenticity, expertise, and care. The Role This is not a traditional support role. As a Customer Experience Specialist, you will be the frontline voice of the brand — engaging with customers before and after purchase, guiding them through product decisions, and ensuring every interaction reflects the premium nature of our offering. You will combine deep product knowledge of golf equipment with strong customer service instincts to deliver a seamless, high-touch experience. You understand that in DTC, customer experience is brand experience. Beyond handling tickets, you will play a key role in improving processes, optimizing CX tools, and contributing insights that shape product, marketing, and retention strategies. Key Responsibilities Customer Experience (Day-to-Day) - Manage customer interactions across email, live chat, social media, and WhatsApp - Handle the full order lifecycle via Shopify: - Order tracking and updates - Shipping queries - Returns, refunds, and exchanges - Resolve issues with professionalism, empathy, and efficiency - Maintain consistent, high-quality communication aligned with a premium brand voice - Identify when to escalate or provide a more personalized experience (e.g., calls or tailored solutions) Product Expertise & Commercial Support - Provide pre-sales guidance based on genuine knowledge of golf equipment and player needs - Advise customers on: - Trolleys, bags, and accessories - Product compatibility and ecosystem benefits - Identify natural upsell and cross-sell opportunities without being pushy - Translate technical product features into clear customer benefits - Engage credibly with golfers of varying skill levels CX Operations & Tooling - Manage and optimize CX workflows using tools like Richpanel, Gorgias, or Zendesk - Improve: - Macros and templates - Automation rules - Ticket routing and prioritization - Use AI tools to: - Handle repetitive queries efficiently - Maintain speed without compromising quality - Document processes and maintain internal knowledge bases Insights & Continuous Improvement - Capture and share customer feedback and trends: - Common product questions - Pain points and objections - Positive feedback and testimonials - Collaborate with marketing and e-commerce teams to improve: - Product pages - FAQs - Retention strategies - Contribute to improving overall customer journey and satisfaction Team Growth & Leadership (Future Scope) - Support onboarding and training of new CX team members - Help define CX standards, tone of voice, and best practices - Take ownership of CX performance metrics and reporting - Grow into a leadership role as the team expands Working Style - Fully remote, aligned with CET business hours - Collaborative work environment with shared CX ownership - Tools include: - Shopify - Richpanel / CX platform - Slack - Notion