At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better. Role Overview: Could you be our next Customer Service Manager ? American Income Life is looking for a Customer Service Manager to join the team! The Customer Service Manager is responsible for leading, developing, and supporting the customer service team to ensure exceptional customer experience. This role oversees daily operations, implements service strategies, and ensures alignment with the organization’s missions, values, and goals. The customer service manager will oversee the contact center staff. The Customer Service Manager will work to achieve key department goals and initiatives. These include quality, efficiency, and projects assigned. The customer service manager works closely with other departments to resolve issues, improve processes, and promote a customer-first culture. This is a Remote position located in Waco, TX. What You Will Do : Manage a staff of employees for AIL. Manage day-to-day call center operations, ensuring efficient handling of inbound and outbound calls. Lead, coach, and develop staff members and management to ensure that all departmental goals are met efficiently and effectively. Develop succession plans to prep employees and reduce impacts resulting from turnover. Write and perform annual reviews for staff members. Plan, create, and test/implement new strategies to improve production, process efficiencies, and reduce costs. Give presentations to Senior and Executive Management regarding department performance and insights. Use data-driven analysis to optimize contact center operations. Assist in  managing contact center expenses to ensure alignment with projections. Serve as a project manager or subject matter expert for the assigned line of business. Develop, implement, and review ongoing performance results. Monitor key performance indicators, including AHT, Adherence, Quality, Service Levels, First call resolution, and customer satisfaction. Handle customer escalated issues, ensuring timely resolution and a positive customer experience. Implement call center policies, procedures, and best practices to improve efficiency and service quality. Collaborate with workforce management to schedule staff and ensure adequate coverage. Provide regular performance feedback and conduct evaluations to support employee growth. Use data and call center metrics to identify trends, improve processes, and recommend solutions. Partner with cross-functional departments (IT operations, training, etc.) to address customer pain points and enhance overall service delivery. Champion a culture of accountability, teamwork, and continuous improvement. Participate in daily, weekly, monthly, and annual planning processes as appropriate. Maintain a favorable working relationship with all company employees to foster and promote a cooperative working environment. Perform all necessary managerial functions to effectively and efficiently manage the personnel assigned. What You Will Bring : Proven track record of training, developing, and managing contact center teams. Time management skills and the ability to prioritize in a high-volume environment. Effective leadership and analytical skills. Strong communication skills (both verbal and written). Advanced skills in Microsoft Office Suite, specifically Word, Excel, Outlook, Teams, and general working knowledge of the Internet or business use. Ability to be results-oriented. Ability to set clear directions and expectations. Strong problem-solving skills. Strong ability to mentor, develop, and motivate staff members. Ability  to exceed projected targets. Ability to manage multiple priorities and multitask. Must have strong leadership and people skills. Knowledge of company policies, and customer privacy/security standards. Knowledge of basics of staffing, scheduling, and capacity planning. Experience with  Call center software, reporting tools, and ticketing platforms. Experience with Change management guiding teams through organizational or procedural changes. Emotional intelligence. How American Income Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at American Income Life: Competitive compensation designed to reflect your expertise and contribution. Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. Robust life insurance benefits and retirement plans, including company-matched 401k plan. Paid holidays and time off to support a healthy work-life balance. Parental leave to help our employees welcome their new additions. Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. Company-paid counseling for assistance with mental health, stress management, and work-life balance. Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.

About Us TherapyNotes is the go-to superhero for behavioral health Practice Management and EHR software! Our top-notch SaaS solution handles scheduling, billing, documenting, telehealth, and more so clinicians can focus on awesome patient care. We're a dynamic team of pros who love to innovate and push the envelope, keeping our software cutting-edge. Join us, and let's revolutionize behavioral health software together while making a real difference! About The Job TherapyNotes is seeking experienced and professional Customer Success Representatives with experience working remotely. As a Customer Success Representative at TherapyNotes, you will join a team of dedicated software support representatives to help our prospective and current customers manage their TherapyNotes accounts. You will guide psychologists, therapists, counselors, social workers, psychiatrists, and practice administrators through account set-up, complex support requests, and other challenges they may face with the TherapyNotes software. What You'll Do - Technical and Business Software Training - Train customers on how to properly navigate and use the TherapyNotes software, educate customers about core software features, and help answer complex questions and support calls about specific TherapyNotes functions - Inbound Call and Email Support - Monitor a high volume of support requests and provide support assistance to behavioral health professionals, practice administrators, medical billers and patient appointment schedulers - Customer Support Documentation - Maintain call and email database by logging support ticket information in multichannel customer support / help desk software applications - Be Accurate and Maintain High Standards - Maintain high standards, attention to detail, accuracy and completeness - Become Knowledgeable - Maintain strong knowledge and a thorough understanding of TherapyNotes features and value adds What We're Looking For - 2+ years of experience working in a customer service role - Remote work experience preferred - Experience working in a high-volume call center or phone support role is a plus - Experience with multichannel customer support / help desk software is a plus - Excellent computer and technical problem-solving skills required - Excellent verbal and written communication skills - Effectively exchange information via telephone, email, and instant messaging platforms - Strong competence and comfort listening and responding to customer needs and concerns - Ability to exercise composure when operating under stressful situations - Excellent time management skills - Team player that carries their weight, has a willingness to grow and strives for excellence - Interest in working in an entrepreneurial, small to mid-sized business environment - Flexible work hours required including limited nights and weekends What We Offer - Competitive salary - $50,000 - Overtime opportunities available - Employer sponsored health, dental, vision, life, and disability insurance - Retirement plan with company contribution - Annual company profit sharing - Personal development/training budget - Open, collaborative work environment - Extensive 2-week onboarding plan - Comprehensive mentorship program Equal Opportunity Employer Statement & Applicant Rights TherapyNotes LLC is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status under federal, state, or local law. We are committed to providing a workplace free of discrimination and harassment.For more information about your rights under federal employment laws, please review the following: - Know Your Rights: Workplace Discrimination is Illegal - Family and Medical Leave Act (FMLA): Employee Rights Under FMLA If you require a reasonable accommodation during the application process, please contact humanresources@therapynotes.com. #LI-Remote 1/21/2026

• Own the support queue (L1): Respond to customer questions and issues with urgency, clarity, and empathy via email/chat. • Troubleshoot and resolve issues: Guide customers step-by-step through Medsender workflows, identify user errors vs. product bugs, and deliver practical solutions or workarounds. • Escalate effectively to Engineering/Product: When an issue requires deeper investigation, escalate with high-quality detail (clear repro steps, screenshots/context, expected vs. actual behavior, customer impact, and priority). • Support onboarding and training (as needed): Help new users become confident in Medsender through lightweight walkthroughs and best practices. • Improve documentation and self-serve resources: Create and maintain help articles, internal runbooks, templates, and macros to reduce repeat questions and speed up resolution. • Contribute to support operations: Help refine tagging, routing, escalation paths, and simple reporting on trends (top issues, recurring bugs, feature gaps).

• Handling Receipt of New Cases: • Intake new cases and review/verify information and requests. Draft cases by entering information into the Dane Street system, AccessDS. • Work with client on any information missing pertinent to processing claim. • Sort, organize and create medical document listing - if required by client, and in line with specific special handling. • Oversight of Cases: • Monitor, process and track cases to ensure we meet deadlines. • Assignment of Cases: • Assign/schedule new cases to physicians for review with the appropriate physician, based on location, reviewer availability, specific guidelines, jurisdictional requirements and other client requirements. • Ensure that the assigned physician has no conflict of interest with the case assignments • Client Interaction: • Update clients frequently on cases in progress. • May communicate when there are questions on referral information to ensure proper documentation and information is provided to the assigned reviewer. • Ensure proper documentation for specified cases is provided to the client.