Role Description Make your impact within a rapidly growing Fintech Company. - Lead and manage a team of approximately 15 agents. - Drive team performance and results through: - 1:1’s - Team meetings - QA coaching - Goal-setting - Skill development - Agent accountability - Build a positive leadership brand that inspires trust, fosters collaboration, and drives success for your team and organization. - Proficiency in de-escalating conflicts and engaging in customer contacts as needed. - Maintain a proactive approach to change management and effectively navigate adversity within the team. - Capacity to work effectively with others towards a common goal, leveraging interpersonal skills to build consensus and drive collective action. - Ability to effectively analyze situations, weigh options, and come to a decision promptly. - Communicate clearly to varying levels of audience in a clear and confident fashion. - Seeks input from all team members, valuing diverse opinions and backgrounds. - Contributes to an open, inclusive, and psychologically safe environment where team members feel comfortable sharing their ideas and perspectives. - An understanding of contact center metrics of success and track record in improving performance in those respective areas, including adherence, customer satisfaction, QA, etc. Qualifications - A minimum of 3-5 years of experience in a customer service leadership role, with a proven track record of improving customer satisfaction metrics and processes. - 1 year experience working with strategic accounts. - Robust knowledge of MS Excel or Google Sheets required. - Proficient in Workforce Management (WFM) applications (Calabrio) and Customer Relationship Management (CRM) systems (Salesforce). - Ability to think and act strategically within a dynamic, fast-paced organization. - A positive, people-oriented demeanor with an enthusiastic attitude and growth mindset. - Effective leadership in discussions, presentations, and influencing others. - Flexes style and approach as the situation requires: can direct, collaborate, or empower. - Adept at articulating the “why” and draws a line-of-sight to the customer, focusing on outcomes. Requirements - Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. Benefits - The role is eligible for a competitive benefits package that includes: - Medical, dental, vision, life and disability insurance - 401(k) retirement plan - Flexible spending & health savings account - Paid holidays - Paid time off - Other company benefits - 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP). - HSA & FSA accounts. - Life Insurance, Long & Short-term disability coverage. - Employee Assistance Program (EAP). - 11+ Observed holidays and wellness days and flexible time off. - Employee Stock Purchase Program with employee discounts. - Wellness & Fitness initiatives. - Employee recognition and referral programs. - And much more.

Role Description As a Customer Success Manager, you own the post-sale customer experience and are accountable for driving measurable customer outcomes. You act as a strategic partner to your customers—aligning T3 to their business goals, accelerating time-to-value, and ensuring adoption, retention, and growth across your portfolio. - Own a book of business and serve as the primary point of contact post-sale - Build and execute Customer Success Plans aligned to customer goals, use cases, and success criteria - Drive adoption through structured engagement (onboarding, pulse checks, monthly check-ins, business reviews) - Monitor customer health, usage, and sentiment to proactively identify risks and opportunities - Lead value-based conversations that connect T3 capabilities to ROI, efficiency, and operational outcomes - Partner cross-functionally (Sales, Support, Product, O&E) to resolve issues and improve the customer experience - Act as the voice of the customer or customer advocate – surfacing product gaps, process breakdowns, and improvement opportunities - Identify and drive expansion opportunities through increased product adoption and strategic alignment Qualifications - 2+ years in Customer Success, Account Management, or similar customer-facing role - Strong ability to manage a portfolio, prioritize accounts, and drive proactive engagement - Experience working cross-functionally to solve customer problems - Data-driven mindset with the ability to translate usage into insights and action - Excellent communication skills with a focus on business outcomes (not just activity) Requirements - Must be able to sit for prolonged periods at a desk and work on a computer - Must be able to occasionally travel to tradeshows - Must be able to attend in person quarterly business meetings Benefits - Competitive compensation - Full medical, dental, and vision coverage for full-time employees - Generous PTO + paid holidays - 401(k) + company match - Gym membership stipend + wellness programs (earn PTO and prizes!) - Company events, food truck nights - 16 hours of paid volunteer time per year — give back to the community you call home - Career advancement, leadership training, and professional development opportunities

• Manage Inbound Calls – Handle a high volume of incoming and outgoing calls with professionalism and efficiency, ensuring that all participant inquiries are addressed promptly. • Provide Participant Support: Assist participants by answering questions, providing information, and resolving concerns related to clinical trials and other services offered by Care Access. • Routing Calls: Efficiently route calls to the appropriate departments • Documentation: Accurately document all call interactions in our CRM system and ticketing system to ensure seamless communication and follow-up. • Collaboration: Work closely with other team members and departments to ensure a unified and efficient approach to participant experience.

Role Description We are looking for a proactive and understanding person to join our team as a Finance Customer Support Specialist. This role is ideal for someone who is comfortable managing payment records and tracking tools. We're looking for someone who thrives on helping people and communicates clearly and effectively. The position involves: - Handling both outbound and incoming calls - Following up on payment commitments - Owning a personal caseload of author accounts in active billing stages Strong organizational skills are essential - you'll be tracking promises, dates, and next steps across multiple cases simultaneously, with full accountability over every open case. Qualifications - Advanced written and spoken English proficiency is required - Exceptional organizational skills - Strong attention to detail regarding numbers and payment records - Empathetic and patient communicator - Self-driven and proactive Requirements - Contact authors with outstanding payments via phone, email, and SMS, and help them process their payments - Assist authors with account verifications and royalty withdrawal processes - Listen actively, understand each author's situation, and help find a path to resolution - Log commitments and schedule follow-ups with precision - Manage a personal pipeline of open cases with full accountability - Keep payment records accurate and up to date - Escalate cases when needed and document all interactions clearly - Comfortable and confident on the phone Benefits - Remote work with a flexible schedule - A friendly and collaborative international team - Opportunities for professional growth and training - The chance to make a direct impact on customer satisfaction - Be part of a company that helps authors bring their stories to life