• Pilotage quotidien de Zendesk : gestion des tickets, priorisation, qualité de réponse, respect des délais. • Traitement des demandes clients avec réactivité, précision et sens du service. • Gestion des réclamations et des situations sensibles, avec une posture de médiation et de cadrage lorsque nécessaire. • Analyse des insatisfactions récurrentes et identification des causes racines. • Collaboration avec les équipes internes pour améliorer la qualité des livrables et l’expérience globale. • Optimisation continue des process support et des parcours de traitement. • Mise en place d’automatisations, workflows et scénarios IA. • Structuration et enrichissement de la base de connaissance. • Coordination étroite avec les pôles Sales, Coaching et Delivery. • Reporting régulier sur la performance support et la satisfaction client.

Role Description We're hiring a detail-oriented and professional Email Support Specialist to handle patient and client communications through our email support channels. If you're a strong writer with excellent follow-through and a passion for helping people — this role is for you. - Respond to patient and client email inquiries promptly and professionally - Provide accurate information on services, appointments, billing, and general support - Compose clear, empathetic, and well-structured email responses - Track and manage open email tickets to ensure timely resolution - Follow up with patients and clients to confirm issue resolution and satisfaction - Escalate complex or sensitive inquiries to the appropriate department - Document all email interactions accurately in our CRM and support systems - Maintain strict patient confidentiality in accordance with HIPAA guidelines Benefits - Competitive pay - Health, dental & vision benefits (full-time employees) - Paid time off & paid holidays - Flexible scheduling options - Supportive team environment and ongoing coaching - Career growth opportunities within ADF Medical Services

• Respond to client inquiries and provide timely, clear communication • Assist with researching options based on client preferences and needs • Coordinate service details and maintain accurate records • Review confirmations and ensure information accuracy • Manage multiple client requests and timelines efficiently • Provide follow-up support and assist with updates as needed

Role Description We are seeking two Customer Support Specialists to support a defined project focusing on managing customer inquiries and ensuring deal accuracy across our site in a flexible work environment. Contractors will partner with Revenue Operations by monitoring, managing, and responding to user needs through email and internal reporting channels to maintain a high-quality customer experience across Brad’s Deals platforms. Coverage will be split between the two contractors: - 9 AM–3 PM ET - 3 PM–9 PM ET - Monday through Friday While each schedule spans six hours, active support work typically takes 4–5 hours. You’ll have the opportunity to choose your preferred shift during the application process. The rate for this position is $1600/month. As we continue to enhance our support systems with automation and AI-assisted tooling, contractors will support a defined project period over the next 6–9 months. During this time, the workload is expected to gradually decrease as processes become more efficient and automated. Responsibilities - Respond to all customer inquiries within one business day, following established tone and style guidelines. - Categorize, track, and manage all inbound customer service tickets within the company’s Airtable ticketing system, ensuring issues are properly documented and routed. - Monitor issues reported through the Brad’s Deals app via the appropriate Slack channel, creating and fulfilling additional service tickets as needed. - Communicate with editorial staff regarding deals that require updates or should be removed or expired, ensuring customers have access to accurate and current offers. - Proactively monitor deal performance and availability, expiring deals when necessary to maintain site quality and user trust. Qualifications - Strong written communication skills with the ability to maintain a consistent brand voice. Related experience is a plus. - Excellent organizational skills and attention to detail when tracking and categorizing service requests. - Familiarity with ticketing workflows and comfort working in tools such as Airtable and Slack. - Ability to identify deal-related issues quickly and collaborate effectively with editorial teams. - Proactive mindset and strong follow-through in resolving customer concerns.