Role Description As a Customer Success Manager at Alpaca, you are the front line in our pursuit of enabling financial markets access for everyone on the planet. You’ll work with our partners (customers) from contract signature through renewal, ensuring they have a positive experience leading to successful outcomes. This role supports Alpaca’s B2B offerings, helping customers launch US securities and crypto trading apps worldwide. Reporting to the Director, Success, this role supports Alpaca’s B2B offerings—you will help customers launch trading apps and open financial services to everyone on the planet. Things You Get To Do - Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal. - Ensure customer satisfaction, retention, and success. - Manage escalations, internally and externally, with a focus on customer empathy. - Maintain regular contact with customers to understand their business priorities, monitor their progress toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.). - Work with partners to accurately forecast growth and to identify and monitor progress towards shared goals. - Drive adoption of Alpaca features (new and existing) among our Live Partners. - Identify and disseminate best practices and pitfalls. - Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.). - Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles. - Provide internal communication and reporting on overall account status, health, and risk. - Develop a success strategy for ensuring customer success. - Identify areas and consider solutions for improvement/optimization within Alpaca. - Ad-hoc duties and responsibilities as assigned. - Deliver QBRs and executive reports that align customer goals to platform outcomes. - Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy. - Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal. - Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities. Qualifications - 4-6 years of experience in a customer success role, managing customer relationships. - Comfortable working EMEA hours (GST/GMT/ET) in a remote setup. - Understanding of and experience with key technology concepts, such as SaaS and APIs. - FinTech experience, especially with broker-dealer business. - Exposure to, or employment with, large and small companies. - A dedicated interest in Alpaca's mission, to enable financial services access to everyone on the planet. - Ability to work remotely and independently, and to self-manage time and obligations. - Flexibility to jump in where/when needed to help drive Alpaca's growth. - Desire to learn. - Ability to manage customer relationships across various-sized companies. - Team player that thrives on ownership, transparency, and being relentlessly partner-first. Requirements - Startup mindset for a fast-paced, high-growth environment. - Experience working with international B2B clients. Benefits - Competitive Salary & Stock Options. - Health Benefits. - New Hire Home-Office Setup: One-time USD $500. - Monthly Stipend: USD $150 per month via a Brex Card.

• Manage and support incoming customer queries via email, chat, and phone in a timely manner • Handle complaints, escalations, and complex support cases with professionalism and empathy • Communicate effectively with internal teams and external stakeholders across time zones • Maintain accurate records of support tickets, resolutions, and customer feedback • Use relevant tools such as Zendesk, Intercom, Freshdesk, or similar helpdesk platforms • Support the wider team with knowledge base updates, process documentation, and training • Identify opportunities to improve first-response time, resolution rates, and customer satisfaction

Title: Customer Support Specialist II Location: US-Utah-SLC Job Description: Full time job requisition id M103345 Job Description Summary‎ apree health is hiring full-time Customer Support Specialists to join our Customer Support team in our Sandy, UT office. We are looking for smart and motivated individuals with experience in the rapid-growth healthcare & technology industry. This job is vital to the success of our products, and it demands a relentless customer focus, strong teamwork capabilities, and a keen interest in the intricacies of technology products. $20/hr. start, Monday – Friday, days, hybrid shift How will you make an impact & Requirements Must be able to start June 1, 2026 and be present for all training for the following six weeks. Training is fully paid. Only candidates available to work Monday through Friday between 5:45 AM - 7:00 PM MST will be considered. Shifts will be assigned after training. Must complete 6 weeks of training with 100% attendance. apree health is on a mission to build the first integrated health network that combines data-driven personalization, a coordinated care model, and aligned incentives to unlock value and make life better for those we serve. Our health navigation platform connects with hundreds of health vendors, benefits resources, and plan designs, giving rise to the world’s first comprehensive app for all health needs. Responsibilities - Respond to inquiries via email, phone, live chat, asynchronous messaging, etc. - Provide support for appointment scheduling, account access, benefits, programs, incentives, find care, health screening, company sweepstakes, and more. - Take ownership of resolving customer service and healthcare navigation issues - Takes ownership of quality, efficiency, casing, productivity, and other standards of world class service - Keep customer information confidential and in compliance with HIPAA regulations - Manages case backlog attentively and documents each interaction in Salesforce - Exercises problem resolution skills when handling customer concerns using various internal tools - Makes out outbound calls, including appointment scheduling with providers, and other related duties as assigned - Willingness to work occasional overtime. The typical schedule is Monday through Friday and covers shifts starting as early as 5:45 AM MST and the last shift ends at 7 PM MST Qualifications - 1 - 2 years of experience in customer support with an emphasis on healthcare, wellness, and medical billing and claims - appointments, strong organizational skills, and the ability to solve problems. - Medical office experience preferred but not required - Two years of proven customer service and/or patient care experience - Strong communication skills, both verbal and written - Tech savvy- the ability to use and navigate members with our mobile technology - Able to maintain 100% attendance throughout 6 weeks of training and excellent attendance beyond training - Positive, friendly, and professional demeanor with customers - Adept at juggling multiple tasks and customer support requests at the same time - Familiarity with Salesforce Service Cloud and Google Suite is a plus - Must be able to work 40 hours per week; Requires sitting, standing, talking or listening on the phone - Spanish speaking and writing skills are a plus At apree health our vision is to transform lives through better health. The apree health culture values and celebrates different backgrounds, perspectives, and points of view. We believe our diversity helps drive creativity and innovation. We strive to make everyone feel included, valued, and engaged; enable them to do their best work; and build their careers here at apree health. That is why diversity and inclusion are more than just words to us. Rather, they are a commitment to a culture where employees feel respected and empowered to share their ideas and deliver the best results. What you’ll love about working here: - Fun, friendly, and unique culture – Bring your whole self to work every day! - Paid time off & paid holidays - Employer contributions for HSA accounts - Tuition assistance - Matching 401(K) Location: Sandy UT -Hybrid/Remote Compensation: $20.00 to $30.00

Description and Requirements Job Title Customer Care Advocate Job Location Omaha NE - Virtual with in person training. New Hires must live within a commutable distance of Omaha NE. Summary of Responsibilities Our Customer Care Advocates handle inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, diligence, strong noetic curiosity, and honest desire to ensure that every customer experience is exceptional. With an understanding of the customers' needs and wants and a focus on delivering solutions that meets those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us. This is a full-time virtual position. Group Disability: What You Can Expect Group disability insurance is a policy for a company, group, or organization which is meant to provide compensation for its members if they are unable to work and unable to get paid because of a disability. The companies that offer our group insurance are also customers of MetLife. The customers who call into our call center call to file their claims, or to service their active claims. Call types include callers with disability , pregnancy and other serious health issues that prevent them from working. Call types can be emotional depending on the customers reason for filing. The candidates selected for this position will be providing customer service to inbound customers calling our 800 number. MetLife has the highest expectations for our Customer Care Advocates to always provide an exceptional customer experience on every call. - Always remain professional. - Never place blame on the customer or employer. - Make a customer connection . - Continuous Improvement environment- Always looking to improve both individual performance and the processes we have in place for Disability. Principal Responsibilities - Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc. - Respond to customer requests via telephone or email, providing excellent service to MetLife's customers who have insurance or other financial service products or benefit plans and providing solutions that best match the customers' needs. - Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc. - Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion. - Enhance and strengthen the relationship between the customer and MetLife using effective communication skills, keen listening skills and empathy. - Support special product and/or service campaigns as needed, or if solicited by the customer. - Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry. - Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills. Required Qualifications - New hires should live a commutable distance from the site the role is posted in . - 2+ years of customer service experience. - Flexible to work specific shifts during hours of operation between 7 AM and 10 PM CT, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need. - This role has mandatory paid training starting on June 1st. Candidates must be available and present for all training days. Preferred Qualifications - High School diploma or GED equivalent. - Some college, or professional certification. - Insurance or Financial Services industry experience or Product specific experience. - Prior Call Center experience is highly preferred. - A demonstrated ability to learn quickly and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions. - A passion for serving customers and a personal commitment to following through in a dynamic, challenging environment. - Strong computer/keyboard skills as well as solid math, analytical and critical thinking skills. - Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife. At MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers. The expected salary range for this position is $20 per hour. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities. $20 per hour