• Customer support: You are the first point of contact for our customers and handle inquiries about the product, order queries, or complaints via email. • Order processing: You enter and process customer orders in the ERP system, create order confirmations, and coordinate timely shipping in close coordination with customers and logistics. • Complaints: You record and process customer complaints, manage refunds and product feedback, and initiate measures to resolve the issue. • Data maintenance and management: You are responsible for capturing customer data and continuously updating customer information.

Role Description The Itinerary Support Coordinator provides administrative and client-facing assistance related to itinerary organization, scheduling, and documentation. This role supports the coordination of multiple components while ensuring accuracy, consistency, and timely communication. This is a support-based position focused on organization and client service rather than sales. - Assist with itinerary-related scheduling and coordination requests - Organize and maintain itinerary details, timelines, and documentation - Communicate with clients to confirm details, updates, and changes - Ensure itinerary components are accurately recorded and up to date - Respond to client inquiries in a professional and timely manner - Follow established workflows and quality standards - Collaborate with internal team members to support daily operations Qualifications - Strong organizational and time-management skills - Clear written and verbal communication abilities - High attention to detail and accuracy - Comfortable working independently in a remote environment - Basic computer proficiency and willingness to learn new systems - Professional, reliable, and service-oriented - Previous experience in itinerary coordination, scheduling, customer service, hospitality, or administrative support is helpful but not required. Benefits - Remote work flexibility - Structured and supportive team environment - Clear expectations and established workflows - Opportunity to develop coordination and client support skills Company Description We are a coordination-focused services company that supports clients with planning, scheduling, and experience-related logistics. We assist with organizing itineraries, timelines, and reservations while maintaining a high standard of communication and client support.

• Supporting our members via email and over the phone throughout their Second Nature journey • Handle complex, sensitive, and escalated queries with confidence, sound judgement, and genuine care • Spot patterns and trends in member feedback and proactively surface insights that can improve our product, processes, or member experience • Contribute to operational improvements, identifying inefficiencies, flagging gaps, and helping build better ways of working • Support the onboarding and development of newer team members, sharing knowledge and raising the standard across the team • Collaborate cross-functionally with teams including clinical, product, and operations to resolve issues and close feedback loops

• Provide bespoke customer service for Skylight Calendar and Frame customers • Engage with customers through high-volume phone, chat, email, and social media interaction • Support escalated customer issues involving complex hardware and software challenges • Contribute to project-based work as needed to enhance customer experience