Role Description As a Player Support Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include: - Investigating and delivering prompt, quality responses to players' questions. - Providing valuable feedback to our developers. - Joining a dynamic workspace with continuous growth opportunities. - Making a meaningful impact in player communities. Qualifications - Mastery in C1-C2 level Traditional Chinese language proficiency. - English at B2 level or higher. - Excellent communication skills for effective player support. - Flexibility to adapt to various situations and player needs. - Accountability and reliability in handling player inquiries and issues. - Proactivity in identifying and addressing player concerns. - Proficiency in navigating knowledge bases for efficient support. - Basic troubleshooting skills to assist players with technical challenges. - Availability for full-time work, including weekends. - Flexibility in working night shifts. Requirements - Deliver excellent customer support to players. - Investigate and resolve player inquiries promptly through ticketing, email, or chat. - Assist internal teams with project-related requests. - Gather and deliver player feedback according to established procedures. - Provide translations when required. - Maintain accurate and detailed reports. - Ensure prompt escalation of issues following established procedures. - Contribute to smoother support processes with personalized macros and knowledge base. - Participate in training sessions to enhance skills and knowledge. - Manage time effectively to meet players' needs. - Master the gameplay knowledge of our products. - Familiarity with Helpshift/Zendesk or other CRM tools. - Knowledge of macros customization for streamlined responses. - Experience with MS Office or Google Suite apps for documentation. Benefits - No Make-up Workday for Bridged Holidays. - Annual Health Check-Up Subsidy. - Employee Assistance Program. - Festival Holidays Gift or Vouchers. - Home-Based Working Model.

INTAKE SPECIALIST, SPECIALTY CARE PROGRAM (12-MONTH CONTRACT) Canada WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians. We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body. Our mission is to create better health for all Canadians, and we know that starts with our employees. THE ROLE IN A NUTSHELL Base Salary: CAD $43,721.00 - 68,706.00 Reporting to the Lead, Patient Support Programs (PSP) & Specialty Care Program (SCP), the Intake Specialist is responsible to support the inbound and outbound operational flow of communications (email, telephone, letter, fax, text) for key resources of the SCP program thereby ensuring tasks and communication processes are completed in an efficient and timely manner. The Intake Specialist will be responsible to: support team members with documenting and managing patient and customer inquiries, complaints, compliments or suggestions; provide administrative support including communications flow to program staff; manage and maintain a comprehensive patient management system to meet the needs of the Pharmacy Benefits Management division; support SCP data collection and input; maintain and coordinate support for corporate data systems including running reports; assist with the coordination of training and project events. Primary Duties and Responsibilities: - Communicates with prescribing physician as necessary, & the dispensing pharmacy as required - Responds to patient concerns and advising of drug(s) authorization updates - Warm transfer to internal departments based on need - Collect & record necessary patient information (e.g. demographics, medical info. etc.) - Communicate with internal teams as necessary to ensure a seamless patient journey - Attends & completes required training programs and workshops - Provide empathetic and high-emotional support to patients and their families - Provide thoughtful assessment and feedback on current flow of work, databases, processes, and other tasks as necessary - Practice cultural competence with awareness and respect for diversity - Adhere to Green Shield Canada Polices, Processes and Procedures - Ensure compliance to Provincial (e.g. Personal Health Information Protection Act) and Federal (e.g. Consumer Privacy Protection Act) privacy laws - Work on other projects and/or administrative duties as required WHO WE'RE LOOKING FOR - A college / university degree, preferably in a health-related field - Proven ability to work effectively as part of an interdisciplinary team - Possess excellent time management skills with the ability to multitask and prioritize competing work requirements - Tech savvy with fundamental knowledge of Microsoft Office - Ability to fluently communicate orally and in writing - Bilingualism (English, French) is an asset - Experience in the pharmaceutical and/or medical field is an asset Location & Hours: Location: Mississauga (The West Mall) with up to 3-remote workdays per week providing successful probation PPN Hours of Operation: 8am to 8pm EST – available shifts 8-4, 9-5 and occasionally 12-8 THE CULTURE We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded. Where your growth means our growth. Where your voice is heard and valued. Where your work has purpose. And purpose matters. We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a
difference together. Here’s to Better Health for All! A FEW MORE DETAILS Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization. GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification). AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.

Customer Success Manager Remote, United States Full-time About Us Medisafe is the world’s leading digital therapeutics platform for medication management. At Medisafe, we create easy-to-use, personalized technology that helps people better manage their medications and offers healthcare companies meaningful insight into their daily behavior. The digital solutions we co-create with our partner’s free patients from the stress of managing complicated medications, enabling them to lead healthier, safer, and fuller lives. Every day, thousands of patients across the country and worldwide take their medications at the wrong time, in the wrong amounts, in doubled doses, or not at all. These human oversights have a cost. In the US alone, 125,000 people die every year due to preventable medication mistakes. They cause a health emergency every forty-five seconds. The US healthcare system spends $300 billion per year addressing the crisis. We’re here to solve this problem. Our technology fosters patient well-being and saves lives—it helps patients manage their medications and provides visibility into their daily behavior. We use this data, gathered from the actions of millions of patients, to generate insights that promote collaboration and smart decision-making at every level of the healthcare industry. This leads to better outcomes for all. About this Role The Customer Success Manager is responsible for successful implementation, on-going client management, KPI achievement, program renewal and feature upsell, ensuring timely and profitable results for both our customers and Medisafe. Key Responsibilities - Skilled project and client relationship management to drive measurable financial and strategic results for our clients (pharmaceutical industry, pharmacies, payers, healthcare systems, associations, and enterprise technology companies) and Medisafe, ensuring renewals and product enhancement upsell. - Manage the client to maintain scope creep, assess risk, ensure renewal and upsell of new and valuable functionality. - Ensure client satisfaction and retention so each is referenceable and a Medisafe raving fan. - Gain deep understanding of Medisafe platform functionality, capabilities and value. - Gain deep understanding of client staffing, organization chart, buyer priorities and uncover opportunities to cross-sell Medisafe platform to additional business units, brands, and regions within a client’s organization. - Work with client to create, plan and execute marketing programs that expand user adoption of Medisafe and client’s products, achieving/exceeding growth KPI goals for both Medisafe and our clients. - Collaborate with client project team to establish trusted advisory relationships, foster consensus and resolve organizational barriers. - Act as “General Contractor” with Medisafe cross-functional teams ensuring timelines and project scope are met. At all times, protect the interests of Medisafe and its team members. - Ensure routine documentation of product deployment, workflows, analytics, team processes, etc. - Synthesize user and client feedback into clear and actionable recommendations to impact Medisafe’s broader strategy, business model, and business development. - Assess, mitigate and communicate to the VP Partner Success any risk in renewing existing contracts. Education/Experience - Bachelor’s degree - Minimum 3 years of healthcare experience. Digital Health and/or Pharma experience is a plus. - Exposure to large, complex organizations – heavily regulated, often bureaucratic organizations with track record for getting them to move more quickly. - Strong track-record of establishing long-term relationships with key influencers in the healthcare space. - B2B experience is required; B2B2C and B2C experience is a plus - Attention to detail is critical for best-in-class service delivery - Excellent written and verbal communication skills including the ability to explain complex concepts in simple terms to clients, adapting to different cultural communication styles, and often in a group setting - Analytically grounded with experience using relevant software for measurement, project management, analysis, and optimization - Independent, self-starter who thrives in startup environments (resourceful, creative, passionate, adaptable, embraces challenge, etc.) - Mission driven and motivated by helping people live longer, healthier and happier lives - Embraces diverse cultures throughout the world - Willing to travel up to 10-25% nationally and potentially internationally considering safety conditions. Position Competencies - High Standards and Accountability: Acts with the highest level of integrity and delivers personal and team performance that is nothing short of the best - Organization and Planning: Plans, organizes, schedules and budgets effectively to ensure all milestones are delivered on time and within budget - Persistence: Demonstrates tenacity and willingness to go the distance to get things done - Persuasion: Able to convince clients, clients and colleagues to pursue a course of action - Collaboration: Proactively engages peers and others to establish trusting, productive working relationships and collectively tackle business challenges

• In an omnichannel environment, the Customer Experience Associate is expected to handle customer interactions across multiple channels seamlessly. • Receive inbound communications from customers via multiple channels including phone, chat, email and text and provide positive customer experiences while adhering to quality standards and real-time first call resolution. • Enter accurate and complete documentation of all customer interactions into the business application. • Review open work orders, research, and make outbound calls, emails, texts, and chats to customers to identify and resolve potential issues. • Discuss our referral program as well as new products and offerings with our customers. • Increase our service level by achieving individual call metrics which are reviewed on an ongoing basis.