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

Role Description As a Customer Resolution Specialist, you’ll connect with customers to resolve their concerns and deliver solutions that work for them. Use your people skills and problem-solving abilities to make a real impact as part of a team that values your contributions and supports your growth. The role is ideal for someone who thrives on problem-solving, values empathy and enjoys working in a fast-paced, customer-focused environment. Qualifications - Legally able to work and reside in the United States - At least 18 years of age - High school diploma or equivalent - Flexibility to work various shifts, including evenings and weekends - Able to pass a background check Requirements - Strong communication and active listening - Problem-solving and needs assessment - Ability to handle sensitive information and follow policies - Accurate documentation and attention to detail - Customer-focused approach with empathy - Technical and billing troubleshooting - Ability to manage multiple tasks and adapt to change Benefits - $16/hour - Enjoy the benefits of working from home. Save time, money and reduce stress - No equipment? We provide everything you need! - Join a supportive community focused on engagement and recognition - Comprehensive benefits including medical, dental, life and vision insurance, company-matched 401K contribution, paid vacation time, EAP and wellness program - Internal growth opportunity, 93% of our management team is promoted from within - Hands-on paid virtual classroom-style training, as well as ongoing job-specific training - Employee discounts and referral bonuses Company Description Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Get to know us at www.foundever.com and connect with us on Facebook , LinkedIn and Twitter .

Title: Legal Support Specialist Location: San Francisco, California time type Full time job requisition id R003204 San Francisco, California Job Description The San Francisco office is seeking to hire a Legal Support Specialist. The Legal Support Specialist plays a key role in providing daily administrative and practice support to attorneys and legal professionals across multiple practice areas. The Legal Support Specialist works closely with paralegals and Legal Practice Coordinators (Legal Secretaries) to assist with document preparation, coordination, and general administrative support. The position requires the ability to perform client‑billable work as directed. Responsibilities include, but are not limited to, preparing expense reports, check requests, new business memos, and engagement letters; coordinating mailings and binder preparation; entering and maintaining calendar items; editing prebills; maintaining electronic files; assisting with travel arrangements; and scheduling meetings. The Legal Support Specialist will also assist attorneys with document production, compiling and organizing materials, preparing and quality‑checking binders to ensure accuracy and proper collation, and managing both physical and electronic files. Additional duties include creating hyperlinks, assisting with electronic filings, tracking deadlines related to filings, compliance requirements, and court dates (as applicable), and supporting the preparation of various forms, filings, and related documentation. Other responsibilities may be assigned as business needs require. Qualifications: The successful candidate will demonstrate a strong interest in the legal profession and be proficient in Microsoft Office, including Word, Excel, and PowerPoint. The ideal candidate will possess excellent administrative and interpersonal skills, with the ability to manage a high‑volume desk accurately and efficiently while maintaining meticulous attention to detail. Strong proofreading skills, along with solid Word, Excel, and overall computer proficiency, are essential. This role requires a positive, self‑motivated professional with a strong work ethic, polished demeanor, and the initiative to successfully multitask and prioritize in a fast‑paced environment. The current schedule requires a minimum of three days per week in the office, with the flexibility to work remotely one to two days per week, subject to change based on business needs. Flexibility to work overtime is required. Candidate must be a team player and able to adapt to changing technologies and procedures. BA/BS degree required. Notary Public, a plus. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the California Fair Chance Act. California Pay range for this role, with final offer amount dependent on skillset and experience, is $55,000 - $65,000.