• Manages the meeting lifecycle including scheduling internal and external meetings, preparing, and circulating agendas, taking meeting minutes, circulating, and updating meeting minutes based on team member input, and filing meeting agendas and minutes in the Trial Master File. • Assists with creation and maintenance of the project timeline in MS Project or similar system. Collects updates from team members, captures and documents these updates, and ensures updates are communicated to the cross-functional study team. • Performs an array of activities and tasks in clinical systems applicable to their role and project scope. • Manages study-specific training lifecycle by collecting, tracking, and loading training materials, assigning team members to appropriate training, and documenting completion of study-specific training in appropriate systems. Manages the maintenance of training records and files records in the Trial Master File. • Identifies gaps in training by reviewing team member training compliance on a defined periodic basis and engages appropriate team members to ensure training completeness. Escalates to the Project Manager as needed. • Establishes a study-level Share Point site or similar shared working space and ensures appropriate access to study team, sponsors, and others as appropriate. • Creates project-specific email boxes and maintains appropriate access to study team members. • Manages user access to study systems by submitting user requests to the Helpdesk or similar, by reviewing team member access on a defined periodic basis, and documenting access reviews. Ensure rapid removal of system access for team members no longer affiliated with the study. • Orders study supplies and addresses queries on study supplies. • Prepares study binder materials and works with vendor to ensure proper binder creation and shipping to study sites. Works with vendor to obtain project-related cost estimates. Ensures vendor quotes align with invoices for completed binders and consults directly with Project Manager to approve vendor payments. • Maintains various study trackers as needed and directed by the Project Manager, Clinical Trial Manager, or other project leader. • Manages the addition and removal of project team members in the finance system, including assignment of team members to specific tasks for time tracking. • Reviews and approves weekly time reporting by team members. Identifies and escalates time reporting concerns to the Project Manager. • With oversight by the Safety Lead, supports the distribution and tracking of IND Safety Reports/SUSARS/CIOMS according to the procedures defined by the study team in the project plan, as applicable. • Manages the translation of site level documents, as applicable, per local and regional standards through document collection, tracking, vendor collaboration, engagement of stakeholders to evaluate translation completeness and vendor payments. • Supports the management of project-specific vendors by assisting with development of the Vendor Management Plan, providing vendors with project trainings and access to systems, tracking vendor issues and overseeing vendor invoicing and payments. • Manages the preparation, distribution, and the reconciliation of study material during applicable phases of the study (Operations Manual, ISF, patient cards, etc.) as applicable. • Supports the Project Manager with the production of various study plans, reports and updates (e.g., PM plan, country/site initiation, activation, recruitment) including preparing initial drafts, managing the collection of team member input, and finalizing content. • Collects data and maintains monthly Key Performance Indicators (KPIs) and project health data. Circulates data to the Project Manager and internal team members as appropriate. • Collects functional team input for the quarterly inspection readiness review. • May support team leaders with the production of various study reports and updates (e.g., country/site initiation, activation, recruitment). • Supports the Project Manager in the creation and maintenance of the Sponsor-facing study story board. • Supports the Project Manager in tracking out of scope work. Prepares, with guidance, materials required for the submission of change orders. • Performs other duties as assigned by the Project Manager.

• Manages the meeting lifecycle including scheduling internal and external meetings, preparing, and circulating agendas, taking meeting minutes, circulating, and updating meeting minutes based on team member input, and filing meeting agendas and minutes in the Trial Master File. • Assists with creation and maintenance of the project timeline in MS Project or similar system. Collects updates from team members, captures and documents these updates, and ensures updates are communicated to the cross-functional study team. • Performs an array of activities and tasks in clinical systems applicable to their role and project scope. • Manages study-specific training lifecycle by collecting, tracking, and loading training materials, assigning team members to appropriate training, and documenting completion of study-specific training in appropriate systems. Manages the maintenance of training records and files records in the Trial Master File. • Identifies gaps in training by reviewing team member training compliance on a defined periodic basis and engages appropriate team members to ensure training completeness. Escalates to the Project Manager as needed. • Establishes a study-level Share Point site or similar shared working space and ensures appropriate access to study team, sponsors, and others as appropriate. • Creates project-specific email boxes and maintains appropriate access to study team members. • Manages user access to study systems by submitting user requests to the Helpdesk or similar, by reviewing team member access on a defined periodic basis, and documenting access reviews. Ensure rapid removal of system access for team members no longer affiliated with the study. • Orders study supplies and addresses queries on study supplies. • Prepares study binder materials and works with vendor to ensure proper binder creation and shipping to study sites. Works with vendor to obtain project-related cost estimates. Ensures vendor quotes align with invoices for completed binders and consults directly with Project Manager to approve vendor payments. • Maintains various study trackers as needed and directed by the Project Manager, Clinical Trial Manager, or other project leader. • Manages the addition and removal of project team members in the finance system, including assignment of team members to specific tasks for time tracking. • Reviews and approves weekly time reporting by team members. Identifies and escalates time reporting concerns to the Project Manager. • With oversight by the Safety Lead, supports the distribution and tracking of IND Safety Reports/SUSARS/CIOMS according to the procedures defined by the study team in the project plan, as applicable. • Manages the translation of site level documents, as applicable, per local and regional standards through document collection, tracking, vendor collaboration, engagement of stakeholders to evaluate translation completeness and vendor payments. • Supports the management of project-specific vendors by assisting with development of the Vendor Management Plan, providing vendors with project trainings and access to systems, tracking vendor issues and overseeing vendor invoicing and payments. • Manages the preparation, distribution, and the reconciliation of study material during applicable phases of the study (Operations Manual, ISF, patient cards, etc.) as applicable. • Supports the Project Manager with the production of various study plans, reports and updates (e.g., PM plan, country/site initiation, activation, recruitment) including preparing initial drafts, managing the collection of team member input, and finalizing content. • Collects data and maintains monthly Key Performance Indicators (KPIs) and project health data. Circulates data to the Project Manager and internal team members as appropriate. • Collects functional team input for the quarterly inspection readiness review. • May support team leaders with the production of various study reports and updates (e.g., country/site initiation, activation, recruitment). • Supports the Project Manager in the creation and maintenance of the Sponsor-facing study story board. • Supports the Project Manager in tracking out of scope work. Prepares, with guidance, materials required for the submission of change orders. • Performs other duties as assigned by the Project Manager.

Role Description You should have a proven track record of excellent customer support. You will also be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding. Lastly, you should be a very hard worker, professional in how you interact with customers, and deeply committed to helping users. As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face. Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely globally with higher-tier Customer Support, Engineering, Customer Success, Product, and Sales teams to continuously improve the customer experience. Qualifications - Minimum of 3 years in customer support (additional work experience in a technical field is preferred). - Proficiency in Windows/Mac OS. - Attention to detail and strong problem-solving skills. - Good written and verbal communication. - Passion for learning and working effectively with a variety of multicultural internal teams. - Experience with telecommunication or SaaS providers required. - Excellent internet connectivity required. Requirements - Respond to customer inquiries about technical issues with the Dialpad product across all relevant communication channels. - Resolve and troubleshoot customer issues, both simple and complex. - Engage with customers to quickly get to the root of their problem. - Provide timely and accurate customer feedback. - Manage multiple cases and communication channels simultaneously (call center, email, chat). - Handle user inquiries ranging from simple product questions to more complex technical support issues. - Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution. - Maintain or exceed our established service levels and productivity standards. - Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions. Benefits - Work at the center of the AI transformation in business communications. - Build and ship agentic AI products that are redefining how companies operate. - Join a team where AI amplifies every employee’s impact. - Competitive salary, comprehensive benefits, and real opportunities for growth. - Investing in our people with competitive benefits and perks, cutting-edge AI tools, and a robust training program. - Inclusive office environment designed to cultivate collaboration and connection. - Exceptional culture recognized as a Great Place to Work.

• You'll be the frontline voice of the brand across social, helping customers in real-time while keeping responses human, clear, and platform-native. • Responding to public comments with strong judgment, context awareness, and the right brand tone • Managing direct messages (DMs) and private support conversations end-to-end • Using a CRM to review customer history, track cases, and document outcomes clearly • Supporting common customer service needs including: Account and login support, Subscription, billing, refunds, and cancellations, Retention-style conversations (when appropriate), Access, download, install, or "it’s not working" troubleshooting, Providing basic product guidance and technical triage, escalating when needed • Using AI-assisted drafting tools to respond faster while ensuring every message is accurate, empathetic, and safe before sending • Following established escalation paths for high-risk issues, sensitive topics, and VIP situations • Contributing to consistent quality across shifts (tone, accuracy, decision-making)