• Own the full customer relationship - retention, renewal, and expansion across your book of business • Carry and hit renewal and expansion revenue quotas tied to your accounts • Lead Executive Business Reviews that show customers their ROI, surface recommendations, and open the door for deeper partnership • Become the product expert your customers rely on - map Quantum Workplace's platform to their specific business challenges • Deliver ongoing value by sharing product updates, industry insights, and best-practice use cases that move the needle • Conduct product training sessions and demo additional tools when expansion opportunities arise • Advocate internally for your customers - funnel feedback to Product, Sales, and Marketing to improve the experience • Identify and cultivate customer champions for referrals, references, reviews, and case studies • Contribute to the CS team's playbooks and processes - this team builds together

• Act as a primary point of contact for inbound support requests and respond promptly to support calls, chats, and emails • Assess, categorize, and reassign support requests to appropriate internal team members as needed • Troubleshoot and diagnose product, system, and service-related issues • Advocate for customers by capturing feature requests and customer feedback • Deliver customer support through phone, email, and chat interactions • Manage customer escalations with professionalism and attention to resolution • Track and document customer interactions, communications, and action items accurately • Collaborate cross-functionally to support process improvements and operational efficiency • Develop knowledge of InsCipher products, services, and surplus lines processes • Required to perform other duties as requested, directed, or assigned

• Drive operational excellence across the Customer Success, Support, Professional Services, and Expansion organizations. • Oversee strategic projects and prepare executive level communications. • Own and execute the CS operating rhythm, including CS All Hands, board meeting prep, and weekly meetings. • Generate executive summaries of Customer Success programs and initiatives. • Implement a robust Voice of Customer Program to drive improvements in performance metrics.

Role Description We're looking for a Customer Success Specialist with a senior executive assistant or high-ownership operations background to support live AI deployments for an early-stage healthcare AI company. This role is built for someone who is exceptionally organized, communicates with precision, and takes ownership of problems before anyone asks them to. - Review AI-generated call transcripts and text messages, flag quality issues and edge cases, and escalate to customers and internal teams with clear, structured communication. - The volume is high, the timelines are tight, and the role rewards the kind of person who notices what is wrong before it becomes a problem and communicates it in a way that makes resolution easy. Qualifications - Background as a senior executive assistant, operations coordinator, project manager, or similar high-ownership role. - Exceptional organizational skills and attention to detail under high volume. - Strong written and verbal English communication at a professional level. - Comfortable making decisions independently in ambiguous, fast-moving situations. - Proficient at navigating multiple communication platforms simultaneously including Slack, Teams, and SMS. - Reliable, responsive, and available to work 9 AM to 5 PM Eastern Time Monday through Friday. Requirements - AI Output Review and Quality Control - Review high volumes of AI-generated call transcripts and text messages for accuracy and quality. - Identify inconsistencies, errors, and edge cases that require human intervention. - Flag missing or delayed system outputs before they become escalations. - Judgment-Based Intervention - Determine the right next step when the AI encounters ambiguous or invalid situations. - Recognize when a conversation or workflow is no longer valid and act on it immediately. - Apply strong operational judgment without waiting for direction. - Escalation and Stakeholder Communication - Communicate issues clearly and concisely to internal teams and customers via Slack, Teams, and other platforms. - Structure escalations so the receiving team knows exactly what happened, what needs to happen next, and why. - Maintain professional, calm, and precise communication under time pressure. - Process and Documentation Support - Surface recurring patterns and insights to the product and operations team. - Document edge cases and contribute to improving how new scenarios are handled. - Support smooth execution of active pilots and new deployments. Benefits - You will be paid in USD (bi-monthly: every 15th and 30th). - Paid Time Off in accordance with company policy. - Observance of Holidays per company guidelines. - 100% remote setup so you can work wherever you're most productive. - Direct impact on how AI systems perform for real home care workers and agencies. - Work inside a company building meaningful infrastructure for one of healthcare's most underserved gaps. Nice to Have - Familiarity with EMR or EHR systems, training available for the right candidate. - Experience supporting operations in a healthcare or regulated environment. - Spanish or Mandarin language proficiency. - Exposure to AI tools or AI-powered products. How to Apply Please include: - Your updated resume. - A short Loom video (1 to 2 minutes) introducing yourself, describing how you manage high-volume operational tasks under time pressure, and giving an example of a time you caught and resolved a problem before it was escalated to you. Only candidates who submit a Loom video will be moved to the next step of the hiring process. Application Process Overview Our comprehensive selection process ensures we find the right fit for both you and our clients: - Initial Application - Submit your application and complete our prequalifying questions. - Video Introduction - Record a video introduction to showcase your communication skills and work experience. - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable). - Recruitment Interview - Initial screening with our talent team. - Executive Interview - Meet with senior leadership to discuss role alignment. - Client Interview - Final interview with the client team you'd be supporting. - Background & Reference Check - Professional reference verification. - Job Offer - Successful candidates receive a formal offer to join the team. Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.