Role Description Are you passionate about cycling, sustainability, and operational excellence? Bike Club, a pioneering force in children’s bike subscription services, is on the lookout for a committed Customer Service Executive to initiate and elevate our customer experience. At Bike Club, our members are at the heart of everything we do and our Customer Service Team is key to making that happen. As a Customer Service Executive, you’ll help keep our community happy by delivering exceptional service across email, phone and social media. Your day-to-day could include anything from helping parents choose the right bike, to resolving queries around deliveries, payments, or bike issues. No two days are the same, and we love it that way! - Handle member queries across multiple channels, including emails, telephone, and social media. - Develop expert product knowledge of our bicycle range to offer tailored advice and recommendations to our members. - Act as the voice of the customer by gathering feedback and sharing insights with your team. - Communicate clearly and effectively, ensuring information is always shared clearly and concisely. - Demonstrate a solution-focused approach by resolving issues on the first contact whenever possible. Qualifications - Fluency in both English and German, with strong written and verbal communication skills (a must). - Genuinely care about offering the highest level of customer support. - Previous experience with CRM tools, preferably Salesforce. - Strong problem-solving skills, coupled with a natural curiosity and a desire to learn. - A high level of empathy and a commitment to exceeding customer expectations. - You actively seek out feedback to help yourself grow and improve. - Love the dynamic of a team environment, but are just as comfortable working independently. - You can remain positive when the going gets tough and when working under pressure. - A dependable, organised, and dedicated team player. - At least 1 year of real-life experience in a similar customer service role. Benefits - Remote first – work from anywhere in the UK. You will be required to attend a monthly in-person team meeting in London. - Flexible hours – 37.5 working hours per week. Saturday availability is required, and we’re open to different work patterns. Our core hours are Monday - Friday, 9 am - 5:30 pm. - Holidays – 25 days annual leave plus bank holidays. - Private medical insurance. - Salary sacrifice pension scheme. - Parental leave – enhanced maternity and paternity leave. - Bike subscription – £30 on Bike Club subscriptions. - Sustainability impact – you will be working for a B Corp Certified company that actively contributes to environmental and social good. Company Description At Bike Club, we offer subscriptions for children's bikes that grow with your kids. Families pay a monthly fee, and when their children outgrow their bikes, we exchange them for a larger size. We refurbish the used bikes and make them available to other families. It's sustainable and hassle-free. With over 80,000 bikes, we are the second-largest bike rental network globally, and the largest in the children's bike sector. With over $50 million in funding, we are rapidly expanding across Europe. While our headquarters is in the United Kingdom, we are also active in Germany.

Title: Client Support Specialist - Greater San Francisco, CA area (REMOTE) Location: - San Francisco, CA - Berkeley, CA - Walnut Creek, CA - Dublin, CA - Larkspur, CA - Burlingame, CA time type Full time Job Description: To be eligible for consideration of this role, your primary residence must be located within a 90 mile radius at the time of application from the approved branch sites listed below: Walnut Creek, Dublin, San Francisco, Marin/Larkspur, Berkeley, Burlingame Client Support Specialist As a Client Support Specialist, you will be an integral part of a fast-paced, team oriented environment that is focused on enhancing relationships with our high net worth clients who have assets of $250,000 to $1 million and therefore a complex service and investment need. In this role, you will help us to increase customer loyalty and drive business development opportunities. The Team While every Fidelity location has distinctive regional characteristics, each one embodies the core values that have been instrumental in building our proud past. Putting the customer first, respect, integrity, honesty, innovation and improvement as well as competitiveness are values shared across the organization. These simple but powerful values set us apart from our competition. The Expertise You Have - Series 7 required - Series 63 or ability to obtain within 90 days - 2-3 years of previous financial services experience The Skills You Bring - Broad based knowledge and understanding of general financial planning concepts - Proven customer service, client support and problem resolution skills - Strong verbal and written communication skills - Ability to effectively influence others - Robust time management and organizational skills The Value You Deliver - Engage with customers, via inbound calls, responding to their inquires which may include providing product and service level guidance, processing transactions to include options, equities, mutual funds and fixed income trades and other specialized monetary requests - Deliver efficient and responsive resolution for various client situations. Own the management of the case, research the issue and communicate the solution to the client - Uncover opportunities and identify products and services that will enhance the client’s financial success and partner with the Financial Consultant to further discuss with the client - Collaborate with internal business partners to research and resolve complex client requests - Conduct pro-active outbound calls to communicate resolution to the client or secure additional information to close out the request The base salary range for this position is $44,000-80,000 USD per year. Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors. Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation. We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted. Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories. Certifications: Series 07 - FINRA, Series 63 - FINRA Category: Customer Service

Referral Support Advocate Location: Remote Type: Contractor Workplace: remote Category: Member Care Job Description: Referral Support Advocates work alongside our entire Care Team to lead our mission in finding our members high quality providers for in person (and virtual) visits. If you are a task-oriented individual with a strong interest in making a real difference in member lives, we want to hear from you. Each member deserves world class service from their Care Team and access to high quality doctors for their health care. We are looking for someone who goes above and beyond to find the highest quality providers for our members to see. In Your First 30 Days: - Onboard with the Included Health team and engage in internal learning and training - Demonstrate knowledge of proprietary software and other required technology - Immediately make an impact for our members by managing Concierge Referrals and selecting the highest quality provider that meets members’ needs - Get to know your team members – catch up over lunch, shadow, and attend team outings In Your First 60 Days: - Demonstrate your proficiency in running Concierge Referrals within the agreed service level agreements and the target quality standard - Develop an organizational system to manage your dashboard of active cases - Enhance your knowledge of our customers’ insurance plans and benefits offered to employees In Your First 90 Days: - Be a vocal and active contributor during team meetings – we want to hear your perspective! - Demonstrate an ability to skillfully and effectively work with team members across Care, Clinical, and Quality Teams - Set individual level goals for the year with your manager, including quarterly milestones Responsibilities: - Understanding and completing all affiliated tasks with Concierge Referrals. Your daily duties will include; understanding members’ preferences and finding and presenting high quality providers - Work with a scheduling team to schedule appointments on the member’s behalf, and ensure the member is supported through their health care journey. - Balance velocity and quality performance targets while delighting your members - Understands and meets (or exceeds) all service level agreements - Be extremely detail oriented. You will be expected to gather accurate data and information from provider offices; including new patient availability, insurance contracts, conditions treated and more - Ability to work in a fast-paced environment that is subject to rapid change. - Demonstrate problem solving, open and clear communication, and good judgment to appropriately manage your responsibilities. - Work with our Records Team to assist members in collecting their records to forward to their new providers - Collaborate with peers within the Member Care Advocates, Records Specialist, Clinical, Quality and Training teams - Have a focus on and drive continuous improvement, constantly questioning how and why we do things and suggest alternatives that improve the customer experience, efficiency, etc. - Continue to grow and create value within the role to leverage and improve upon the skills you already have, to take on new responsibilities, to build subject matter expertise and to experience different types of thought leadership - Discuss additional benefits offered to Included Health members and connect them with appropriate departments Qualifications: - Great verbal communication skills. You will need to be able to explain our services to provider offices, verify office availability and determine scheduling requirements. - Great written communication skills. You will need to communicate with our broader team in concise and informative messages. - Confident in asking questions and comfortable in raising your hand when you need help. Lost time can directly impact lives. - Pay attention to the little details – they matter - Perform accurate data collection and entry - Demonstrate adaptability with process changes in fast-paced and ambiguous environments - Be comfortable performing internet searches - Ability to troubleshoot basic technical issues - Be proficient with common office software – Google Apps, CRM systems, etc. - Demonstrate strong organizational skills - Have a sense of humor, and like to have fun. We work hard. So we like to laugh a lot too. Physical/Cognitive Requirements: - Ability to remain seated in a stationary position for prolonged periods. - Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment. - No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required. - Ability to interact with leadership, employees, and members in an appropriate manner. This role is contract-to-hire. The rate is $19/hr. The potential to convert to a FTE is not guaranteed. If this hire is converted to a FTE then Included Health offers the below benefits as part as a competitive package. - Remote-first culture - 401(k) savings plan through Fidelity - Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance) - Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents - Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO") - 12 weeks of 100% Paid Parental leave - Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance - Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) - 11 Holidays Paid with one Floating Paid Holiday - Work-From-Home reimbursement to support team collaboration and effective home office work - 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations

• Providing customer support through inbound phone and email interactions • Assisting customers with product-related inquiries, including fit, materials, fabric care, and general product knowledge • Supporting order placement, tracking, returns, and general account inquiries • Addressing customer concerns using a solution-oriented and professional approach • Delivering a customer experience aligned with premium retail standards • Documenting interactions in designated systems as required for service delivery • Following general service guidelines while adapting communication to meet individual customer needs