• Respond to inbound calls from program participants, contractors, and other stakeholders, providing accurate and helpful information. • Working with marginalized populations. • Data entry, verification, and report generation. • Meet key performance indicators (KPIs), including hold times and after-call work completion. • Other duties as required.

• Coordinate international household goods shipments (starting with imports) • Communicate with customers via phone and email to guide them through the moving process • Answer questions about shipping timelines, documentation, and customs regulations • Calculate final charges and review shipment details accurately • Convert measurements (e.g., kilograms, cubic meters, centimeters) • Stay organized while managing multiple active files at once • Follow up with customers to ensure a smooth and positive experience • Collaborate with the Customer Service Manager for support and guidance

• Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits. • Serve as the primary point of contact for customers, starting at their implementation kick-off call. • Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty. • Oversee and track the progress of customer implementations for new use cases. • Work closely with technical team members on back-end configuration to ensure customer success. • Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms. • Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. • Lead internal process improvement related to customer communication. • Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.

• Serve as the primary point of contact for the external CX and Tier 1 and 2 Technical support vendor (S), ensuring alignment on performance expectations, quality standards, and compliance with documented operational procedures. • Lead the end-to-end Response Management process, including root cause analysis, documentation quality, escalation coordination, and timely resolution to maintain a high customer experience standard. • Partner with the vendor to develop, implement, and continuously refine standardized training, certification, and quality assurance processes for CX agents. • Hold the vendor accountable to SLA, QA, CSAT, and accuracy targets, escalating risks proactively. • Own recurring performance reporting for CX and Technical Support operations, leveraging ThoughtSpot to identify trends, assess performance drivers, and identify opportunities for improvement. • Manage and interpret CX and Technical Support data to uncover patterns in customer behavior, agent performance, and systemic root causes. • Translate insights into structured recommendations for Product, Engineering, QA, and Operations to support roadmap decisions and workflow improvements. • Maintain clear visibility into vendor operational health and highlight risks before they become problems. • Develop, document, and maintain CX and technical support related standard operating procedures for agent workflows, incident handling, quality reviews, and escalation pathways. • Ensure all process updates follow rigorous change management and document control practices to maintain operational reliability and compliance. • Work cross-functionally with Product, Engineering, QA, and Operations teams to evaluate tools, refine workflows, update training materials, and collaborate with a direct supervisor on continuous improvement initiatives. • Lead operational readiness for new products, features, and processes by ensuring vendor and internal teams are aligned and equipped.