• Respond to customer inquiries via phone and Zendesk • Support customers with order tracking, charges, refunds, and disputes • Manage tickets efficiently while maintaining strong service quality • Meet performance targets across KPIs such as SLA, AHT, and First Call Resolution • Utilize Zendesk tools, workflows, and automation features effectively • Collaborate with Risk & Compliance and cross-functional teams • Support continuous improvement initiatives and adoption of new tools and AI workflows • Contribute to a positive, collaborative, and high-performing support environment

Role Description The Customer Experience (CX) Manager is responsible for leading and scaling the customer support operation at AptDeco. This role oversees CX Team Leads, CX Associates, and third-party outsourced support partners to ensure customers have an exceptional and seamless experience every time they buy or sell furniture with AptDeco. Qualifications - 5+ years of experience in customer support, customer experience, or operations management. - Experience managing customer-facing teams, including outsourced support vendors. - Strong written, verbal, organizational, and analytical skills. - Experience with customer support platforms, reporting, KPI management, evaluating and rolling out new CX technologies, and driving AI adoption within customer support operations. - Familiarity with AI tools, automation, and emerging technologies that improve CX team efficiency and customer experience. - A data-driven mindset with the ability to identify trends and turn insights into action. - Ability to manage complex escalations and improve operational processes. - Familiarity with G Suite and startup environments preferred. Requirements - A strong communicator and people leader. - Customer-focused, empathetic, and solutions-oriented. - Analytical and comfortable using data to improve performance. - Organized, adaptable, and able to thrive in a fast-paced startup environment. - Passionate about coaching, team development, and operational excellence. Benefits - Lead, coach, and support CX Team Leads, CX Associates, and outsourced support teams. - Lead hiring efforts for additional CX Associates and CX team members as business needs grow. - Assist with onboarding, training, coaching, and performance management. - Foster a strong customer-first culture aligned with AptDeco values. - Leverage AI tools to automate and simplify CX workflows. - Manage third-party support partner performance and SLA adherence. - Serve as the point of contact for complex customer escalations and sensitive issues. - Resolve high-priority customer concerns including disputes, damages, delivery issues, and payment escalations. - Own CX reporting and analytics including CSAT, response times, productivity, QA, and escalation trends. - Create recurring and ad hoc operational reports. - Identify opportunities to improve workflows, processes, and customer satisfaction. - Partner with Operations, Product, Engineering, Logistics, and Leadership teams to improve the customer experience. - Communicate customer feedback, operational insights, and process improvement opportunities. - Continue to be a brand ambassador of the company and demonstrate company values within the CX team and cross-functionally.

Role Description We’re looking for a Customer Support Representative who cares as much about education as we do. Our mission is to ensure that no classroom is left without a leader, and this role is at the heart of making that happen every single day. - Own the frontline communication with schools and educators via phone, email, and text, providing calm and efficient solutions when they need them most. - Manage the support inbox and internal channels with precision, ensuring every query is handled promptly, and nothing falls through the cracks. - Contribute to our growing Knowledge Base, turning common questions into self-serve resources that empower our users and make our team more efficient. - Identify recurring pain points or trends in user queries and recommend process improvements that directly enhance the school and educator experience. - Partner closely with our US-based teams to resolve complex issues, ensuring a seamless and consistent experience for our global community. - Document and escalate technical or systemic issues, working as the "eyes and ears" on the ground to help our product team prioritize what to fix next. Qualifications - You are genuinely motivated by our mission to help schools and educators. - You take personal pride in turning a user’s stressful morning into a success story. - You have a can-do attitude, with a bias for action, and you want to be part of a growing, motivated team. - You’re comfortable with ambiguity and enjoy the challenge of a fast-moving, scaling environment where things change quickly. - You’re the person who catches the small mistake before it becomes a big problem. Requirements - You can explain complex things simply, maintaining a professional, empathetic, and clear tone. - You can keep a cool head when the inbox is busy, knowing exactly which fire to put out first without losing your focus. - Helpful to have but not essential: - You have a background in Customer Service or Success (especially in a tech-led environment). - You have experience in the education sector. - You’ve used support tools like Zendesk, Intercom, or HubSpot and are a Google Suite pro. Growth & Development - You’ll have real ownership over the school and educator experience, and your feedback will directly influence how we improve our platform and processes. - You’ll receive regular, honest feedback and have access to learning resources to sharpen your communication, technical, and problem-solving skills. - Successful members of our Support team often grow into: - Specialist Roles: Moving into Support Operations or Knowledge Management. - Leadership: Mentoring new hires and leading sub-teams as the department expands. - Cross-functional moves: Leveraging your deep product knowledge to transition into Customer Success or Operations. Team & Culture We are a collaborative, high-energy group that lives by the mantra "We Care More." At Zen, support isn’t a silo; we work closely with our US colleagues and product teams to solve problems in real-time. - We value transparency and curiosity. - Decisions here are driven by data and frontline feedback. - You’ll be joining a team that celebrates wins together and supports one another during busy morning rushes. Benefits - 18 days of PTO + 8 days of paid sick leave + US Federal holidays + option to purchase up to 5 additional days per year. - Quarterly social budget. - Health insurance.

Title: Customer Service Representative Location: Remote, US Job Description Customer Service Representative Join a collaborative, service-focused team where professionalism, responsiveness, and attention to detail are valued. At Stillwater Insurance Group, our Customer Service Representatives play a critical role in building lasting relationships with policyholders, agents, and business partners by delivering accurate, timely, and solution-oriented service. Why Stillwater? Stillwater Insurance Group is a mid-sized national insurance provider offering home, auto, and commercial insurance products across all 50 states. Headquartered in Jacksonville, Florida, with offices in New York and Omaha, we are known for our supportive culture, strong values, and people-first approach. Our employees consistently describe Stillwater as a place with accessible leadership, collaborative teams, and a genuine commitment to integrity. We emphasize teamwork, professional development, and internal growth within a positive, high-performing environment. Position Overview The Customer Service Representative serves as a key point of contact for policyholders, agents, and internal partners. This role is responsible for handling service-related inquiries, processing policy updates, providing coverage information, and resolving customer concerns accurately and efficiently. This position is remote from your home. Every interaction reflects our department motto: “100% Right…100% of the Time…Doing the Very Best for our Customers.” Success in this role requires strong communication skills, attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced environment. Key Responsibilities • Respond to service requests across multiple communication channels while meeting established service level objectives • Provide policy and coverage information, including account status, transaction history, and explanations of coverage • Assist agents and policyholders with policy issuance, continuation, and updates • Process policy changes accurately and efficiently • Resolve customer complaints, concerns, and inquiries in a timely and professional manner • Build trust-based relationships by listening to customer needs and educating them on appropriate products and services • Collaborate with internal departments to ensure effective resolution of customer needs • Perform administrative and basic clerical/accounting functions as required • Adhere to company guidelines, procedures, and regulatory compliance standards • Perform other duties as assigned Qualifications Required • High school diploma or GED • Active Personal Lines Property & Casualty Agent License (2-20 FL) • Ability to maintain licensure in required states based on business needs • Strong verbal and written communication skills • Proficiency in database systems, internet applications, and Microsoft Office • Strong organizational skills and ability to manage multiple priorities • High level of accuracy and attention to detail • Ability to work independently and collaboratively • If remote, ability to maintain stable internet service and a quiet work environment Preferred • Prior insurance agency or carrier experience in a customer service role • Bilingual (Spanish/English) Schedule & Additional Details • Working hours: 11:00 a.m. – 8:00 p.m. (ET) after training • Generous additional compensation available for optional Saturday shifts What You Can Expect • A supportive, team-oriented culture • Opportunities for continued learning and career growth • Recognition for service excellence and performance • A workplace built on trust, integrity, and respect Apply today to grow your career with Stillwater Insurance Group. Employment offers are contingent upon successful completion of a background investigation and pre-employment drug screening. Stillwater Insurance Group is a drug-free workplace and an equal opportunity employer.