• Conduct post-interaction follow-up to confirm status, resolution, and next steps. • Coordinate appointments, rescheduling, and recovery of missed appointments, as applicable. • Provide clarifications and resource navigation within the defined scope of the role. • Capture customer feedback and document insights clearly and completely. • Document all interactions, actions taken, and outcomes in authorized systems. • Identify unresolved or complex cases and escalate in accordance with established procedures, ensuring full traceability.

• Actively listen and be an advocate for customers, understand their needs and provide guidance and support • Resolve customer inquiries and issues efficiently while documenting all interactions • Educate customers about available resources and assist them in navigating their options • Anticipate customer needs and provide proactive solutions to enhance satisfaction • Collaborate with team members and other departments to address service issues and improve outcomes • Document all customer correspondence and maintain confidential records of patient information • Follow policies, procedures, and the CVS/Aetna Code of Conduct

• Provide exceptional customer support across email, chat, and phone channels. • Swiftly and accurately address customer inquiries with professionalism. • Exemplary attention to detail to swiftly identify and escalate technical issues to internal support teams. • Ensure timely ticket escalation to appropriate departments. • Cultivate collaborative relationships within the Customer Support team and across departments to effectively meet customer needs. • Demonstrate a passion for Bonterra Tech and possess strong technological aptitude, willing to collaborate with various organizations seeking assistance. • Exhibit excellent oral and written communication skills, coupled with robust critical thinking and logical problem-solving abilities, with a willingness to learn.

Role Description Clinch seeks a proactive and detail-oriented Client Experience Support Specialist to join our team. In this role, you will play a crucial part in our operations, working closely with Client Experience Managers to support client accounts behind the scenes. This role will be vital in ensuring internal readiness, smooth campaign execution, and platform optimization. This position is ideal for someone with a strong operational mindset and a passion for providing high-quality support, with a limited direct client-facing component. You will assist with campaign setup, platform configuration, asset management, internal coordination, and ongoing account health monitoring. Your work will help the Client Experience Manager and broader team deliver seamless service and maximize the impact of the Clinch platform for our clients. - Assist Client Experience Managers in executing client campaigns, including setup, tracking, and optimization tasks. - Support the translation of client objectives into actionable configurations within the Clinch platform. - Monitor campaign progress and performance metrics, flagging issues or opportunities to the account lead for further action. - Prepare and organize campaign materials such as data feeds, creative assets, reports, and documentation. - Maintain a working knowledge of the Clinch platform to provide internal guidance and troubleshoot issues. - Collaborate cross-functionally with product, operations, and creative teams to support client needs and internal deliverables. - Help manage project timelines and task tracking to ensure campaigns launch smoothly and on time. - Document processes, workflows, and learnings to support team knowledge and future scalability. - Assist in preparing internal status updates, performance summaries, and training resources. - Contribute to a client success-focused culture by supporting continuous learning and improvement across accounts. Qualifications - 1–2 years of experience in digital advertising, ad-tech, ad-ops, media operations, or a related support role. - Familiarity with ad serving platforms, DCO technology, or campaign execution workflows is a strong plus. - Strong organizational and project management skills, with attention to detail and accuracy. - Comfort working in a fast-paced environment with shifting priorities. - Proficient in using technical platforms or software tools and willing to learn new systems. - Strong written and verbal communication skills for effective internal coordination. - A collaborative, problem-solving mindset with a proactive attitude. - Passion for delivering quality work that supports excellent client outcomes—even if you’re behind the scenes. Requirements - Bonus Experience (Preferred but Not Required): - Experience working with the Clinch platform or similar dynamic creative optimization (DCO) tools. - Familiarity with creative versioning, data feeds, or performance reporting tools. - Understanding of digital media buying or programmatic advertising environments. Benefits - Compensation commensurate with experience - Unlimited PTO - Flexible work schedule - Life @ Clinch: Team Happy Hours, Outings (virtual and in-person), great office culture + much more! - Clinch has been certified as a “Greatest Place to Work” for 2021-2026! - Various perks and discounts