• Define and lead Breezeway’s end-to-end post-sale strategy across onboarding, adoption, retention, and support • Establish clear KPIs and performance frameworks tied to retention, efficiency, and customer outcomes • Serve as the executive voice of the customer and bring customer insights into leadership discussions and company priorities • Ensure a consistent, high-quality customer experience across all touchpoints • Lead and develop a multi-layered CX organization, including senior leaders across Customer Success, Implementation, and Support • Evolve organizational structure, roles, and coverage models to support scale and profitability • Drive a high-performance culture grounded in accountability, clarity, and continuous improvement • Own net revenue retention (NRR), gross retention, and overall customer health metrics • Build and scale programs that drive adoption, engagement, and long-term value realization • Partner closely with Sales to ensure seamless handoffs and aligned expectations across the customer lifecycle • Engage directly with strategic accounts and high-impact customer situations • Optimize onboarding processes to reduce time-to-value and improve activation rates • Standardize and scale implementation while maintaining flexibility across customer segments • Improve predictability and efficiency in onboarding delivery • Oversee global support operations with a focus on responsiveness, quality, and cost efficiency • Implement scalable support models, including tiering, self-service, and escalation management • Leverage AI, automation, and tooling to improve support outcomes and team productivity • Ensure Assist functions are well-integrated and delivering measurable customer value • Act as a core partner to Product, Sales, Marketing, and Finance to align on company priorities and execution • Partner with Product to incorporate customer insights into roadmap and prioritization • Collaborate with Sales and Marketing to ensure alignment across the full customer lifecycle • Work with Finance on forecasting, capacity planning, and improving overall unit economics • Build scalable processes, systems, and reporting across the CX organization • Drive efficiency improvements across onboarding, support, and customer success delivery • Establish capacity models and resource planning aligned with growth and margin targets • Leverage data, systems (including HubSpot), and AI to increase visibility and improve decision-making.

Role Description The remote Customer Service Specialist will be responsible for: - Receiving and triaging all incoming patient and insurance calls. - Initiating outbound calls and addressing questions and concerns regarding patient accounts through other platforms, as needed. - Working in real time with a patient on the line. - Answering phones and returning voicemails to callers. - Resolving written requests from an assigned worklist. - Conducting research into multiple files and systems, as well as collaborating with several departments. - Utilizing critical thinking and a thorough working knowledge of Revenue Cycle Management (RCM). - Meeting daily production benchmarks to help measure progress in meeting KPI’s. - Interacting professionally, promptly, and courteously with patients, internal teams, and surgery centers. - Assisting in working requests and resolving patient concerns. - Interpreting an Explanation of Benefits (EOB, RA, Remit) and reading the PAS Ledger and notes. - Multi-tasking, managing time effectively, and staying organized. - Accessing multiple systems and applications. - Being flexible to perform a variety of duties. - Bilingual is preferred. Qualifications - Prior experience in working with difficult or upset customers. - Collections experience is very helpful. - Prior A/R experience in a medical setting preferred. Requirements - Strong interpersonal skills. - Ability to conduct duties with empathy, support, respect, and professionalism. - Ability to evaluate and identify priority accounts. - Flexibility to perform additional delegated responsibilities and special assignments. Benefits - Daily production benchmarks to measure progress.

Role Description NeoWork is seeking a Customer Support Specialist (Non-Voice) to support a fast-growing, design-driven consumer brand in the home air-care industry. This role focuses on delivering high-quality customer support through email and live chat for multi-SKU hardware products including window AC units, purifiers, fans, and filters. You will manage troubleshooting workflows, warranty and replacement processes, and logistics coordination while working inside Gorgias and collaborating with internal CX teams and AI-assisted tools. This role requires strong written communication skills, structured problem-solving, and the ability to stay calm and precise during seasonal demand spikes. The ideal candidate is operationally strong, technically curious, and comfortable working in a fast-paced eCommerce environment where accuracy and customer empathy are equally important. Responsibilities - Manage inbound customer inquiries via email and live chat using Gorgias - Guide customers through structured troubleshooting for hardware products - Handle warranty eligibility checks, serial number validation, and replacement workflows - Process logistics updates including address verification and shipment coordination - Review AI-assisted responses (Sienna AI), adjust when necessary, and escalate complex cases - Maintain clear and accurate documentation within ticketing systems - Collaborate with internal CX teams to improve macros and workflows - Identify recurring issues and proactively flag patterns for process improvement - Maintain quality and response speed during peak seasonal surges Qualifications - 2+ years of customer support experience, preferably in D2C or eCommerce brands - Hands-on experience with Gorgias (strongly preferred) or similar tools such as Zendesk or Freshdesk - Experience supporting hardware or technical consumer products - Strong written English with a clear, empathetic, and confident tone - Ability to follow structured diagnostic and troubleshooting processes - High attention to detail for warranty, replacements, and operational workflows - Comfortable working in AI-assisted support environments - Ability to learn quickly through Knowledge Centers and live training sessions - Calm and organized under pressure during high-volume periods - Proactive mindset with a focus on continuous improvement Benefits - Comprehensive training for all candidates, regardless of their background or previous experience as a CS - Health insurance for contractors - Monthly gym stipend allowance to support your physical wellness - Paid Time Off (PTO) - Holiday Extra Pay Month - 100% home-based position - Mental health days to support team members' well-being - Performance-based incentives in addition to the base salary - Annual review and appraisal process - Ample opportunities for professional growth and advancement within the company

Role Description We are seeking dependable and customer-focused individuals to join our team in a fully remote Customer Service – Booking Vacations role. This position supports clients with coordinating vacation plans, assisting with reservations, and ensuring a smooth and positive booking experience. This is an entry-level opportunity within the travel industry. No prior travel experience is required. Structured onboarding and ongoing training are provided. Key Responsibilities - Assist clients with researching and booking vacation packages, hotels, and cruises - Respond to customer inquiries regarding travel options, availability, and reservation details - Support the booking and confirmation process from start to finish - Review travel details for accuracy, including dates, accommodations, and traveler information - Maintain organized client records and documentation - Provide follow-up support before and after travel Qualifications - Strong written and verbal communication skills - Customer-focused mindset with attention to detail - Comfortable navigating online systems and digital platforms - Ability to work independently in a remote environment - Previous customer service, hospitality, or administrative experience is helpful but not required Benefits - Structured onboarding and step-by-step training - Access to travel booking tools and supplier resources - Ongoing mentorship and professional development - Flexible fully remote work environment - Supportive and collaborative team culture Salary $45,000 - $70,000 a year AI Tools in Hiring Process We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.