• Serve as the first point of contact for clients • Manage inbound and outbound communications • Gather critical claim information to support the engineering team • Handle inbound and outbound calls and emails in a professional and timely manner • Conduct intake calls and correspond via email to gather detailed claim and assignment information from clients • Apply critical thinking to interpret client-provided information and resolve inconsistencies • Prepare accurate, well-documented assignments • Determine appropriate expert assignment by evaluating property details, location, and scope of work • Accurately document and input data into the company’s CRM system • Coordinate and relay complete and accurate information to engineers and technical teams • Follow up with clients for missing details or clarifications • Review and establish project budgets, evaluate travel costs, and coordinate travel arrangements for assigned personnel • Process and manage file changes • Provide general administrative support and assist with ad hoc tasks as needed to support team operations

Bold is looking for a motivated Bilingual (English/Spanish) Customer Experience Associate to conduct high volume outreach to new and existing members leading to increased enrollment and program completion rates. This role will work 8-5pm PST hours. To help us achieve our mission, we are looking to hire a Customer Experience Associate who is a great communicator, is critical thinking, and envisions a world where every aging adult has access to personalized, easy-to-follow online workouts. This is a full time remote role and will report to our Manager of Member Experience. As a key member of our Member Experience Team, here’s what you’ll do: Key Outcomes: - Actively conduct outreach via phone, text, and email daily, along with answering inbound tickets. - Successfully complete assigned tickets each day. - Maintain an >80% phone answer rate per week. - Act as a "hub" for all inbound questions regarding Bold and our offerings to people. - Maintain 92% or higher customer satisfaction score. - Act as the voice between both customer and Bold. The most important skills for the role are*: - 1-3 years of experience as a customer support representative. - Effective communication: Empathetic and active listener for our future and existing members. You showcase the ability to effectively communicate Bold’s technology product and programs. - Customer Service Tools: Experience working in CRMs and Customer Services tools (we use Insightly CRM and HubSpot). - Organization & Attention to Detail: Ability to prioritize and handle a high volume of work while maintaining quality interactions. - Critical Thinker: Demonstrated ability to quickly and proficiently understand and absorb new information. Able to “connect the dots” so previous experiences can be applied in new contexts. Ability to move quickly and efficiently using several programs to solve member issues. - Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup). - Communication: Exceptional verbal and written communication skill. - Reporting: Ability to report bugs with detailed description and data to the engineering team. - Soft Skills: High levels of empathy, patience, and a positive attitude. - Problem-Solving: Strong ability to analyze situations and solve issues efficiently. - Technical Skills: Proficiency with computers. Experience with HubSpot, Insightly, Slack or JustCall are a plus. In addition to the above, it would be great if you also had: - Experience in a role that had direct daily interactions with older adults (e.g. in a senior living community, fitness instructor, patient advocate/coordinator, or a member facing role within a digital health startup) *We know people from historically underrepresented communities are less likely to apply if they don’t meet all of the above criteria. Please apply anyway! We want people who are fast learners, eager to take on new challenges and will help us build a best in class company that will change what it means to age. Interested? Great! Here’s what you should know: At Bold we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation and disability status. If you’re motivated by our mission and eager to contribute to our team and culture, we’d love to hear from you. Compensation: We’re committed to an inclusive, consistent, and equitable approach to compensation and anticipate that this position will earn between $24.00-$26.00/hour in addition to an annual bonus. The exact salary will depend on the relevant and transferable experience you bring to the role.

- Prepare and manage customer quotes from start to finish. - Follow up on open quotes and customer inquiries via phone and email. - Serve as the primary point of contact for assigned accounts during the sales process. - Assist customers with product selection and pricing strategies. - Support the Regional Sales Representative in managing and growing key accounts. - Maintain consistent, high-quality communication with customers to ensure timely responses. - Coordinate internally across departments as needed to support the sales process. - Ensure all transaction details, including pricing, product specifications, and delivery timelines, are accurate. - Manage inbound leads and route them appropriately within the team. - Maintain meticulous CRM records and account notes. - Assist in the creation of proposals and sales materials.

• Provides basic troubleshooting and recommend solutions • Data Entry - enters data into various database applications • Receives data and sourcing documents, compiles, sorts, interprets and verifies data to be entered • Maintains electronic and hard-copy filing system of applications, rebates and other supporting documents. • Communicates effectively as part of team approach with other departments in servicing customers. • Provides customer service activities such as responding to emails and phone calls. • Provides exceptional customer service and call handling in a customer centric environment. • Safeguards confidential customer information • May provide peer training to co-workers job shadowing support as assigned in area of responsibility • Willing to support any program within the department as assigned • Other duties as assigned