• Responsible for handling and resolving intricate inquiries received through inbound calls and chats • Provide exceptional customer service during a project-specific "surge" • Ensure every interaction follows Federal Title IV-D regulations, state privacy laws, standard operating procedures, and company policies • Conduct case research, execute financial assessments, clarify legal enforcement actions, assist with paternity and case initiation • Provide updates on modification statuses, document member information, and process requests for state forms

• Team Supervision • Day to day management of workflow to meet required KPIs and SLAs, ensuring staffing is appropriate and shifts are covered due to schedule or unscheduled absences • Monitor team members performance using multiple communication platforms • Managing time and attendance for the team • Manage department actual OT to within budgeted OT • Review process and procedure for efficiency and accuracy • Participate in recruiting, interviewing, hiring, and onboarding experience • Team Development • Conduct ongoing discussions with direct reports • Prepare and review performance goals and progress throughout the year, updating progress in UKG • Provide coaching, development, and corrective actions to team members • Prepare and deliver team member report cards and PIP’s when necessary • Follow up on Quality Assurance feedback and review with individual team members • Collaborate with supervisory team on areas of opportunity for future training • Recommend training • Provide team member annual evaluations • Customer Contact • Handling customer escalations via all channels as needed • Work with other departments on escalations by providing guidance and direction on the best solution • Escalate issues on as need basis to leadership related to cross department or interdepartmental communications for guidance on appropriate resolution • Handle incoming customer contacts through all channels as needed during high volume periods

• Drive measurable outcomes impacting customer satisfaction and gross retention • Lead day-to-day performance of EMEA customer support function • Collaborate cross-functionally with Engineering, Product, and other teams • Manage escalations effectively and achieve SLA targets • Maintain and report on team-level KPIs

• Be the trusted point of contact for parents and teachers — from onboarding to course completion. • Support clients via chat, email, and calls on our platform • Manage schedules, course changes, teacher swaps, and account updates • Communicate clearly and warmly in **English and Romanian** • Solve issues fast, anticipate needs, and boost satisfaction with our services • Run check-in calls and handle feedback with care • Keep records accurate and workflows smooth