Role Description As a Customer Service Agent you will be the first voice and trusted guide for the educators and administrators who rely on Riverside Insights every day, helping them resolve questions quickly so they can stay focused on the students they serve. This role sits on our CX team and supports customers through phone, email, and ticket channels. You will resolve issues within established service-level agreements (SLAs), educate customers on platform features, and guide them toward self-service options like ecommerce ordering. Success in this role looks like steady ticket throughput, strong quality scores, and customers who feel supported and informed. - Resolve assigned customer support tickets within SLAs by prioritizing urgency and following clear resolution timelines. - Maintain steady daily ticket throughput while delivering positive, solution-focused service. - Adhere to assigned schedules and ensure full coverage of priority contact channels during peak hours. - Educate customers on new platform features, updates, and best practices, translating technical concepts into clear next steps. - Proactively guide customers toward ecommerce ordering and reinforce the benefits of self-service. - Review QA feedback and apply improvements to maintain strong quality scores. - Document tickets accurately and completely so that internal partners can pick up context without rework. - Participate actively in team and business unit meetings, contributing to a collaborative support culture. - Pursue ongoing professional development and apply new skills to improve customer satisfaction and resolution time. Qualifications - Prior call center or customer service phone experience. - Strong professional communication skills, both oral and written. - Ability to multitask across systems, channels, and customer issues without losing accuracy. - Ability to meet deadlines and consistently hit daily ticket and coverage targets. - Proficiency with computers and standard support tools. - Reliable home internet with strong speed and stability for sustained phone and ticket work. - Strong time management, prioritization, and attention to detail. - Openness to QA feedback and a track record of acting on it. Requirements - Experience supporting customers in an education, edtech, or assessment-platform environment. - Familiarity with ticketing platforms (such as Salesforce Service Cloud, Zendesk, or similar). - Experience guiding customers toward self-service or ecommerce purchasing options. - Comfort explaining technical platform features in plain, customer-friendly language. Benefits - Medical, Dental, and Vision plans - Company paid basic life and AD and D insurance - Company paid long-term disability - Paid Parental Leave - Supplemental life insurance options - Company paid Employee Assistance Program (EAP) - Retirement plan with discretionary company matching - Flexible Spending Account (FSA) and Health Savings Account (HSA) options - Premium subscription to Calm for employee and dependents - 33 days of company paid time off (PTO, Holidays, Wellness Days) - Flexible work arrangements - Tuition Reimbursement Program - Company orientation and 30, 60, 90 Day Onboarding

Role Description As a Senior Technology Support Specialist, you will provide hands-on and strategic IT support for a growing franchise network, including franchise buybacks and acquisitions of independent tax and CPA firms. You will assess, deploy, and support network infrastructure, hardware, and end-user systems, ensuring smooth technology transitions, standardization, and ongoing operational reliability. Qualifications - High school diploma or equivalent - 1-year minimum related work experience Benefits - Competitive compensation - Benefits to support your health and well-being - Specific benefits may vary based on your role - For detailed eligibility requirements and benefits information, visit blockbenefits.com Company Description Since 1955, we have been leaders in tax preparation, financial services, and small business solutions. With 70,000 associates and 9,000 retail tax locations across North America, Australia, Ireland, and India, we have helped millions of clients and countless communities. If you embrace challenges as opportunities, value winning as a team, and seek to make a meaningful difference, join us on our journey.

• Respond to inquiries: You answer customer inquiries via Gorgias by email, chat and WhatsApp — quickly, empathetically and always in SHEKO’s tone • Orders & returns: You navigate Shopify independently and resolve issues directly and uncomplicated • Complaints: You handle difficult situations with confidence and find solutions that truly satisfy customers • Escalations: You recognize when a matter needs to be escalated internally — and act quickly • Shape processes: You follow macros and flows and provide feedback when something doesn’t fit or can be improved • Community management: Those with experience in community management and a passion for nutrition can also moderate our Facebook community, answer questions and foster a positive atmosphere

Role Description A U.S.-based, tech-enabled tax accounting firm experiencing rapid year-over-year growth is hiring a CRM Virtual Assistant to support internal account management and client delivery operations. This is a full-time (40+ hours) remote role within a fast-scaling, VC-backed startup. The core focus is maintaining CRM accuracy and internal workflow visibility so leadership, client account managers, and tax teams can move quickly and efficiently. This is a high-trust position with strong upward mobility, including a potential promotion path to Client Account Manager. Qualifications - Detail-oriented and highly organized - Proactive with clear communication skills (especially in writing) - Strong numerical awareness - Ability to maintain attention to detail under pressure - Comfortable supporting U.S.-based leadership teams Responsibilities - CRM Administration & Hygiene - Maintain CRM accuracy and data integrity daily - Proactively tag clients and update workstream statuses - Manage stakeholder contact records - Generate and share filtered lists based on specific targeting criteria - Client Service Operations (Internal-Facing) - Support U.S. leadership and offshore Client Account Managers - Triage inbound inquiries and route to appropriate internal owners - Coordinate onboarding steps, intake tasks, scheduling, and follow-ups - Maintain light ticketing/customer support workflows (e.g., Pylon) - Process Improvement - Create templates, checklists, and SOP documentation - Identify workflow bottlenecks and recommend improvements - Collaborate with engineering on CRM, client portal, and analytics enhancements Requirements - 1–2 years of experience in CX, operations, account management, or virtual assistant roles (U.S. startup exposure preferred) - Strong written English proficiency (C2 level) - Familiarity with CRM systems - High attention to detail and strong numerical accuracy - Comfortable working independently in ambiguous environments - Exceptionally organized and proactive - Bachelor’s Degree (Academic distinction preferred) Preferred - Experience working with U.S.-based startups - Exposure to ticketing/customer support tools (Pylon preferred) - Track record of exceeding CSAT, SLA, QA, or operational KPIs Benefits - Work From Home - Training & Development