Role Description The Financial Crimes Unit Specialist plays a critical supporting role in Onbe’s Risk & Compliance department by assisting in the detection and prevention of financial crimes, including money laundering, terrorist financing, and fraud. The Specialist will support the implementation and execution of Onbe’s transaction monitoring program by: - Reviewing alerts and identifying unusual or suspicious activity. - Escalating cases as appropriate. - Executing more complex investigations and identifying emerging patterns. - Contributing to refining detection logic and risk strategy. This position requires a strong attention to detail, analytical thinking, and a willingness to learn and grow within a dynamic Risk & Compliance function. Responsibilities include: - Reviewing transactional alerts and assessing for potential suspicious activity in accordance with Onbe’s policies and procedures. - Conducting detailed investigations using internal systems, third-party tools, and open-source data to determine the legitimacy of flagged transactions. - Documenting findings clearly and accurately, ensuring thoroughness and compliance with regulatory expectations. - Escalating cases involving potential suspicious activity to senior team members or Compliance Officers with relevant context and supporting evidence. - Supporting the drafting of Unusual Activity Reports (“UAR”) and/or Suspicious Activity Reports (“SAR”) under the direction of more senior staff. - Assisting in maintaining accurate records and case management logs for audit readiness. - Staying up to date on emerging trends in financial crime and evolving typologies through team training sessions and independent research. - Collaborating with cross-functional stakeholders as needed to gather information and resolve case-related questions. - Participating in regular team meetings and contributing to process improvement discussions. - Providing feedback on alert logic and rules to help improve typology effectiveness. - Mentoring and supporting team training initiatives. - Other duties as assigned. Qualifications - 2+ years of experience in financial services, compliance, or financial crimes investigations. - Working knowledge of financial crime typologies including fraud, AML, and misuse. - Bachelor's degree in Criminal Justice, Finance, Business, or a related field preferred. - CAMS or other relevant certification (or pursuit of such) is a plus. - Demonstrated proficiency with investigative tools, data analysis, and case management platforms. - Proficiency in Excel and SQL; ability to analyze and interpret transactional data. - Excellent written and verbal communication skills, especially for cross-functional and executive-level audiences. - Ability to manage multiple priorities and work with minimal supervision. - Effective communicator with a team-oriented mindset and focus on continuous improvement. - Strong analytical mindset and a detail-oriented approach to investigations and reporting. Requirements - The base salary range for this position is budgeted for $62,010-$70,000 with eligibility for an annual bonus. - The actual base salary offered depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, and market demand. Benefits - Medical, dental, and vision coverage. - Wellness programs. - 401(k) matching. - Unlimited PTO. - Work from anywhere. - Generous parental leave. - And more! Company Description At Onbe, a diverse group of people, ideas, and perspectives are key to achieving phenomenal things. For over 25 years, our focus has remained on building a culture of openness and ingenuity, where employees come together to innovate and build disbursement solutions that make the lives of our clients and their consumers and workforces easier and better. Our definition of success includes celebrating differences and affirming belonging. We believe that the recruiting phase is only the very beginning of diversity and inclusion. At Onbe, we’re constantly evolving the way we celebrate diversity every day and in everything we do. With several internal committees that are dedicated to mental and physical wellness, diversity, inclusion, and community outreach, we are committed to making a culture that is inclusive to all. Onbe is proud to be an equal opportunity employer. We seek out ways to create a mindful workforce that embraces diversity and celebrates a culture of inclusion. We do not discriminate against employees or job applicants on the basis of race, color, ancestry, national origin, sex (including pregnancy), gender identity, sexual orientation, marital or family status, religion, age, disability, genetic information or military service.

• Handle complex and high-risk customer interactions with a strong focus on retention and resolution • Proactively engage with customers with negative CSAT scores, cancellations, or churn signals • Manage escalations effectively when Team Leads or Managers are unavailable • Drive positive customer outcomes through empathy, problem-solving, and product expertise • Deliver high-quality support across channels (calls, chat, tickets) • Ensure timely responses and resolution of customer queries • Maintain strong adherence to SLAs and customer care standards • Act as a role model for quality interactions and customer experience • Provide guidance to team members on live customer issues when needed • Support team channels (Slack, Zoom rooms) by answering queries and sharing knowledge • Identify recurring customer issues and feedback trends • Share actionable insights with Team Leads and Managers to improve processes • Contribute to improving customer journeys, retention strategies, and support workflows • Develop strong expertise in HighLevel products, tools, and workflows • Participate in knowledge-sharing sessions and team workshops • Assist with monitoring unassigned conversations and ensuring follow-ups • Support adherence to team schedules, workflows, and operational processes

Role Description This is not a customer service role with AI sprinkled on top. This is a technical role for someone who builds, ships, and iterates on AI-powered systems, and whose domain happens to be customer experience. Hyprwork's CX operation serves a large and growing customer base across email, phone, and chat channels. The current setup runs on Richpanel and Aircall, supported by a team of human agents. The problem is efficiency: - Resolution times are too long. - Containment rates are too low. - The team cannot scale linearly with customer growth. The solution is an AI-first CX layer that handles routine interactions autonomously, routes complex cases intelligently, and gives human agents the tools to resolve issues faster when they do step in. You will design, build, and maintain the AI automation layer that powers this transformation. That means: - Writing and tuning the prompts that drive AI agents. - Building evaluation frameworks to catch failures before customers do. - Managing integrations between Claude, Richpanel, and Aircall. - Translating CX performance data into system improvements. This role exists because the CX team needs to get dramatically more efficient, and the path to that efficiency runs through AI and automation, not through hiring more agents. Qualifications - Real, hands-on experience with LLM-based applications: prompt engineering, knowledge base design, RAG architecture, or AI agent development. - Comfortable working with Claude or equivalent LLMs via API. - Familiarity with evaluation methodologies for LLM outputs. - Python or scripting proficiency sufficient for data extraction, analysis automation, and lightweight integration work. - Hands-on experience with customer support platforms (Richpanel, Zendesk, Intercom, Gorgias, or equivalent) and telephony systems (Aircall, Dialpad, Talkdesk, or equivalent). - Understanding of CX metrics (CSAT, NPS, containment rate, first contact resolution, average handle time). Requirements - Writing, testing, and iterating on the prompts that power AI-driven customer support across email, chat, and voice channels. - Building and maintaining the knowledge base architecture that feeds AI agents. - Designing conversation flows that resolve customer issues autonomously. - Tuning AI responses for accuracy, tone, compliance, and resolution quality. - Building evaluation frameworks and test suites that measure AI agent performance. - Running structured evals to catch regressions, hallucinations, and edge cases. - Monitoring containment rate, CSAT, average handle time, and sentiment metrics. - Managing and optimizing the Richpanel and Aircall configurations. - Partnering with the AI Technical Manager and engineering on integrations. - Analyzing call transcripts, chat logs, and ticket data to identify patterns. - Documenting system architecture, prompt strategies, and operational playbooks. Benefits - A fully remote position with real ownership over a critical business transformation. - Competitive compensation and exposure to a high-growth DTC brand scaling globally. - A culture that values speed, accountability, and intellectual honesty. - Direct collaboration with the AI Technical Manager on projects that have immediate business impact. - Room to grow as the AI function expands across the organization.

Role Description You are a customer-obsessed retention leader who thrives at the intersection of customer experience, success, support, and operations. You excel at building high-performing teams that don’t just solve problems, they prevent them. You bring deep expertise in customer lifecycle management, churn prevention, early adoption, and de-escalation. As the Director, Customer Retention, you will lead and evolve HighLevel’s retention engine across early adoption, de-escalation, frontline care, and customer value realization. You will partner closely with cross-functional teams to ensure customers achieve success in their first 90 days — the most critical driver of long-term retention. You thrive in high-growth environments, take ownership of customer outcomes, and operate with a balanced mindset of strategy, operational excellence, and people leadership. What you'll be doing: - Retention Leadership & Strategy - Lead and oversee 3 Customer Care/Retention teams (40+ members) focused on proactive resolution, engagement, and churn prevention. - Rebuild the org from "Customer Care” into a Retention & De-Escalation Center designed to protect revenue and reduce churn at scale. - Create and operationalize retention frameworks that eliminate friction, close expectation gaps, and accelerate adoption. - Early Adoption & Customer Health - Drive early activation, onboarding success, and value realization across the first 90 days, the period most correlated with long-term retention. - Identify customer-risk patterns early and design playbooks that trigger proactive outreach before churn happens. - Ensure the team is skilled and certified in all onboarding SOPs, including KO Calls and Implementation Calls. - Cross-Functional Collaboration - Partner with Customer Success, Account Management, Support, Product, and Marketing to create a seamless, retention-driven customer journey. - Translate frontline insights into product improvements, experience fixes, and revenue-impacting initiatives. - Influence product roadmap decisions through customer insights, patterns, and root-cause analysis from frontline interactions. - Operational Excellence - Own and run a revenue-retention operating model with clear KPIs tied to gross retention, save rate, activation milestones, and churn attribution. - Own and improve the metrics that matter, including: - Net Revenue Retention - Early adoption rates - Escalation deflection - Establish a performance system that measures and improves the quality, coverage, and speed of customer save motions and optimizes capacity and routing models so the highest-revenue and highest-risk customers receive prioritized attention. - Standardize SOPs, documentation, and workflows that allow retention operations to scale efficiently. - Implement forecasting discipline for churn and saves, improving visibility of revenue risk and enabling proactive interventions. - Champion automation and process innovations that reduce manual effort and improve customer outcomes. - Leadership & People Development - Lead, coach, and develop frontline managers and team leads — building a leadership bench that can scale with the org. - Foster a culture of high accountability, continuous improvement, and customer-centric problem solving. - Own capacity planning, staffing forecasts, and headcount alignment to support organizational growth. Qualifications - 12+ years of experience, a proven track record of improving Gross & Net Revenue Retention in a SaaS environment, with clear playbooks that moved the needle (early adoption, de-escalation, save motions, product activation). - 5+ years managing managers, with proven success leading large teams of 20+ people. - Demonstrated ability to transform reactive support or care teams into proactive, retention-driven organizations. - Expert at turning reactive support environments into proactive revenue-saving teams, with measurable reductions in involuntary and voluntary churn. - Strong commercial mindset — understands plan mix, cohort behavior, discount impact, and how customer experience directly influences revenue outcomes. - Deep fluency in early lifecycle metrics (activation, onboarding milestones, first-value attainment) and how these correlate to long-term retention and expansion. - Proven experience building de-escalation frameworks, early adoption programs, or churn reduction initiatives with measurable results. - Strong operational mindset with expertise in SOP development, process improvement, and scaling through systems and tooling. - Exceptional coaching ability — you build leaders who build strong teams. - Strong collaboration and stakeholder management skills across product, marketing, success, support, and operations. - Highly analytical, data-driven, and able to translate insights into actionable strategies. - Positive, resilient, and passionate about helping customers achieve long-term success. Experience/Education/Certifications Required - Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent practical experience). - MBA or advanced degree preferred but not required. Salary The salary range for this position is $114,000 - $194,000 annually. Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.