• First point of contact (Phone/Email & Live Chat) for our customers. • Liaise with GP practices to request prescriptions and resolve queries. • Regular administrative tasks including managing clinicians schedule and quality improvement tasks. • Develop content for knowledge centre. • Part of a small growing team with opportunities for career development.

Title: VA Call Center Remote Customer Service Representative Location: Remote, United States Job Description: Salary Range $17.00 - $18.50 Hourly Position Type Full Time Category Customer Service Description It's truly an exciting time to be a part of VImo! We are hiring Remote Customer Service Representatives to join our elite teams. Despite everything we are facing in our communities and our country right now, Vimo is coming together as a team, adapting, growing, and hiring. At Vimo there are many opportunities to grow, and we hope to appeal to reliable, dedicated, and self-driven individuals to join us. We are committed to building each other up and infusing a motivating and positive work environment, despite working remotely. Our vision has always been to make finding and enrolling in health insurance simple, this is more important now than ever before. As a Remote Customer Service Representative, you'll be a part of delivering an amazing customer experience and help unveil the mystery of finding and enrolling in health insurance. Vimo currently has the largest state-based marketplace footprint, and our consumer-friendly interface and decision support tools empower millions of consumers across the country to make better health plan decisions. Vimo builds and operates award-winning cloud-based enrollment tools that serve state-based exchanges, brokers, insurers, and consumers. In addition to eligibility determination, plan selection, and enrollment technology for state agencies, the company delivers innovative agent marketing and call center tools and services. Full-time/Seasonal · $17.00/hr. plus performance incentives · $19.00/hr. Spanish Bilingual, plus performance incentives Requirements - 18 years of age or older - Complete Background check and drug test within 3 days - Dedicated, private, and secure workspace - Personal device with functioning camera required for the Training Period - Committed to full attendance for paid 3-week Training period - Minimum Internet Speed of 35 mb/s with ethernet - Cable/Fiber Broadband Internet with a hard-wired ethernet connection is required - NOT compatible with Mobile Internet Service Providers and/or Satellite. - NOT compatible with Wi-Fi internet access or Wi-Fi adapter/extenders (For example, T-Mobile is not compatible with our internal systems) Qualifications Essential Responsibilities - Inbound/Outbound Calls - Deliver the highest level of customer service experience consistently - Manage customer accounts and provide technical support - Application Data Entry - Online chat inquiries as assigned - Interpret and follow defined procedures and policies - Creative problem-solving skills - Flexibility and adaptability to changing projects and updates - Time and task management (multitasking and task prioritization) - Extensive self-study, training, and testing are required; eligibility to proceed through training and certifications is dependent upon passing required exams - Adhere to regulated guidelines for communications via all channels Qualifications - Moderate to Advanced computer skills - High level of comfort learning new technology - High level of professionalism - Excellent verbal and written communication skills - Comfortable working from home - Self-motivated and success-driven What We Offer - Paid Training - Full-Time, Seasonal role - Performance and attendance-based incentives, in addition to the base pay - The convenience of working from home - Collaborative and supportive team environment - 401K Match - Individual Coverage HRA (ICHRA) - Paid time off (PTO) Preferred Experience (not required) - Previous experience in customer support or technical support role - Previous experience with Group and/or Individual health insurance, or the Affordable Care Act - Previous experience in a Call Center - Familiarity with CRM systems and practices - Spanish Bilingual, a plus

Title: Director of Customer Service Location: Remote United States Job Description: Director of Customer Service Department: Customer Service Employment Type: Full Time Location: Remote Compensation: $120,000 - $140,000 / year Description At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you'll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Director of Customer Service is responsible for leading the day-to-day operations and overall performance of the Customer Service Department. This role ensures the delivery of a high-quality, efficient, and scalable customer experience across all channels while supporting the Company's growth objectives. The Director is accountable for driving performance through clearly defined KPIs, establishing strong operational discipline, and ensuring consistent execution across all customer touchpoints, including phone, email, and chat. This role partners closely with cross-functional teams to align Customer Service with broader business priorities, including revenue growth, customer retention, and operational efficiency. In addition to managing daily activities, the Director is responsible for building a high-performing, accountable team, implementing scalable processes, and supporting the execution of the Customer Experience strategy as defined by the Senior Director of Consumer & Customer Experience RESPONSIBILITIES - Manages and ensures compliance with the Customer Service Department policies and procedures, while continuously improving processes to support scalability and consistency. - Provides leadership and supervision to Customer Service staff, ensuring full coverage of daily operations and alignment to service level expectations across all channels (phones, email, chat). Continuously evaluates team and individual performance, ensuring cross-training and operational flexibility. - With agreement of management, makes needed and/or agreed upon changes in procedures and policies in an effective and timely manner. - Ensures that Customer Service Representatives maintain high-quality customer interactions, defined by efficiency, professionalism, product knowledge, and thorough resolution of customer inquiries. - Establishes, monitors, and enforces key performance indicators (KPIs), including service levels, productivity, quality, and customer satisfaction (CSAT), ensuring accountability at both the agent and leadership levels. - Leads workforce planning and capacity management efforts to ensure the team is appropriately staffed and structured to meet current and future demand. - Provides ongoing coaching, feedback, and development to team members through one-on-one guidance, training, and regular staff meetings. Ensures training is continuous, structured, and aligned to business needs. - Drives a culture of accountability by conducting regular performance reviews, addressing performance gaps, and recognizing high performance. - Responds to and resolves escalated customer issues, including those related to shipments, services rendered, and product integrity, utilizing sound judgment and collaborating with Medical Affairs, Quality, Distribution, Finance, or other departments as necessary. - Provides detailed status reports, performance metrics, trends to Sr. Director, Consumer and Customer Service on a regular cadence. - Works cooperatively with cross-functional partners to address interdepartmental issues, improve the customer experience, and support company initiatives. - Supports the development and execution of strategic initiatives, including process improvements, system enhancements, and the implementation of tools that improve efficiency and customer experience (e.g., automation, self-service). - Identifies trends and insights from customer interactions and escalations, providing feedback to leadership to improve products, processes, and overall customer experience. - Partners with internal teams, including Supply Chain, Sales, and Marketing, to ensure alignment on customer needs, promotional activity, and operational readiness. - Works with Material Management in the review, discount, and donation process of short dated inventory. - Ensures that performance appraisals for direct reports and department personnel are conducted in a timely, structured, and effective manner. - Builds and leads a high-performing team by attracting, developing, and retaining talent, while fostering a culture of accountability, collaboration, and continuous improvement. WHAT YOU NEED - A college degree is required. - A minimum of 10+ years of Customer Service experience, including leadership responsibility in a fast-growing organization, is required. - Experience in a high-growth, multi-channel environment preferred. - Demonstrates ability to supervise and manage teams, delegate effectively, and follow up on work assignments. Proven ability to build, develop, and motivate high-performing teams. - Experience managing and successfully leading teams across DTC, B2B/Retail and Returns. - Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support (phone, email, chat). - Experience working with customer service platforms and tools, with the ability to leverage data and reporting to drive performance and decision-making (Salesforce; AWS; FlipCX; Medallia; EDI). - Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively. - Strong communication skills, both verbal and written, with the ability to interact effectively with employees, leadership, and cross-functional partners. WHAT WE OFFER - Competitive compensation - 100% company-paid medical, dental, and vision insurance coverage for employees - Company-paid short- and long-term disability insurance - Company- paid life insurance - 401k plan with employer matching contributions up to 4% - Gym membership reimbursement - Monthly allowance of Thorne supplements - Flex PTO for Director level and above along with holiday leave - Training, professional development, and career growth opportunities

• Manage the queue of incoming support cases via email and zoom if necessary to ensure friendly, timely, and effective resolution of questions and issues • Investigate and resolve product bugs, alone and through collaboration with other ChurnZero teams • Productively respond to customer feedback; offer creative alternatives and best practice guidance whenever possible • Provide accurate and complete information to customers and to other ChurnZero team members leveraging your tools and resources • Collaborate with Customer Success, Product Management, and Development on possible ways to improve ChurnZeros product, services and processes • Reliably meet personal and team case handling targets and SLA expectations • Contribute towards the development of a strong team environment by being energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers