• Support travellers in real time • Manage requests and unexpected situations • Ensure excellent service throughout their journey

• Own the operational infrastructure of the sales process: pipeline stage definitions, forecasting methodology, opportunity hygiene standards, and CRM governance in HubSpot • Build and maintain sales automation workflows covering lead handoff from marketing, deal progression triggers, task routing, and follow-up sequences • Partner with Sales leadership on territory design, quota support, and capacity planning; translate headcount and coverage decisions into operational systems • Administer and optimize Glyphic (AI intelligence tool) across the sales and broader GTM organization, ensuring adoption, data quality, and insight delivery to leadership • Manage the deal desk process including approval workflows, discount governance, and exception tracking; instrument these processes to reduce friction while maintaining controls • Produce and maintain sales performance reporting in HubSpot, including pipeline coverage, velocity, conversion rates, and rep-level productivity metrics • Own the operational systems that support Customer Success and Support teams, including Intercom administration, lifecycle stage management, and health scoring infrastructure • Design and maintain automated customer onboarding workflows, ensuring that handoffs from Sales to CX are instrumented, timely, and customer-centric • Build and manage renewal and expansion workflows: early warning systems, at-risk account routing, upsell and cross-sell trigger logic, and renewal pipeline tracking • Instrument customer health models; ensure data inputs are automated and scoring logic is regularly reviewed and recalibrated • Partner with Support and CS leadership to identify operational bottlenecks and build the automation or process changes that eliminate them • Partner with Sales and Customer Success leadership to design commission and incentive compensation plans that align rep behavior with company revenue goals and customer outcomes • Maintain automation around compensation tracking where possible, reducing manual calculation risk and improving cycle time • Design and deploy AI-powered workflows across the sales and customer experience stack, using tools such as Glyphic, Clay, Claude, and similar platforms to reduce manual work and increase signal quality • Collaborate with Marketing Operations to ensure shared data standards, clean lifecycle transitions, and consistent attribution across the full customer journey

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Assists with temperature excursion inquiries and updates • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the CRM • Identifies and triages medical information inquiries to the appropriate department • Utilizes standard content to deliver non-scripted on-label information to callers • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Performs outbound contacts to provide commercial status updates and follow-up interactions as necessary

• Responds to commercial inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner • Provides customer support to wholesalers and/or distributors who purchase client products: including ordering, logistics, contracted customers • Answers general inquiries from Consumers and/or HCPs • Works with third-party vendors to provide wholesale/distribution support to requesters • Navigates and provides assistance navigating commercial tools and sites • Work with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service • Assists with temperature excursion inquiries and updates (ie. connection to the online tool, troubleshooting temperature excursion origination) • Identifies and reports potential Adverse Events (AEs) and Product Quality Complaints (PQCs) • Responsible for documentation of case notes in the customer relationship management system (CRM) • Contract support, liaison, and represents the face of the client • Identifies and triages medical information inquiries to the appropriate department • Utilization of standard content (ie. on-label information) • Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers • Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints • Provides information to HCOs/HCPs seeking to participate in Clinical Trials • Responds to Press Releases and other company news utilizing appropriate responses • Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary • Provide information on customer ordering status • Respond and complete other duties requested • Potential for rotational shifts and after-hours coverage as needed