• Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems. • Researches and resolves problems and errors which may include those related to fraud support and internet operations. • Will obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures. • Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues. • This role operates within a contact center environment with hours between 5:00 a.m. and 10:00 p.m. CT. • Team members are scheduled for dynamic hours, with daily start and end times that vary based on business demand. • Schedules are published with at least 3 weeks' advance notice, allowing time for planning. • Evening and weekend shifts are included as part of a fair and equitable rotation.

• Develop a strong working knowledge of PIRATE’s offering, including product types, processes, services and equipment to maximise positive outcomes • Resolve Artist enquiries through inbound channels including phone calls, live messaging and emails, whilst also managing internal requests and processing equipment and estate reports with a high degree of speed and accuracy • Primarily responsible for managing Tier 1 - Information and Account Support, Tier 1 - Aftercare, and Tier 2: Level 1 tickets for live session enquiries • Processing GDPR Deletions and responding to Google and NPS reviews during downtime • Escalating more complex cases to Specialists or Team Leads whilst retaining strong ownership of interactions

• Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square • Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals • Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team • Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along • Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes • Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc) • Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues • Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience • Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality

• Work with Retail Support Manager to coordinate and perform new dealer set-ups; including SCS install, product assembly and merchandising, and static / motion POP set up on display • Train new dealers’ staff on STIHL basics (assembly, product nomenclature, PDI, etc.) as well as selling training • Work with existing dealers to help develop their business • Use the functions of re-merchandising, SCS Expansion projects, sales training and STIHL Champion development to ensure dealers have effective SCSs and selling teams • Visit Construction Type National Accounts to establish the boots-on-the-ground relationship between them and STIHL • Provide in-store sales / product training, as well as help installing SCS components and merchandising STIHL product in their showroom • Attend and support STIHL at various regional trade shows, training events (i.e., STIHL U) and dealer events to promote STIHL, our products and services • Maintain reporting (updating CRM, monthly field reports, field input in regard to store training and development, National Account visits, merchandising success stories / key learnings • Attend sales meetings, dealer training meetings and other required meetings and training • All other duties and responsibilities as assigned