• Respond to customer tickets across email, chat, and in-app messaging — quickly, clearly, and with empathy • Troubleshoot platform issues by investigating logs, reproducing bugs, and walking users through fixes • Escalate complex technical issues to engineering with clear, well-documented context • Own customer issues end-to-end — from first response to resolution and follow-up • Build and maintain help center articles, FAQs, and internal documentation • Identify trends in support volume and partner with product and engineering to prevent recurring issues • Help onboard new users and answer questions about features, integrations, and best practices • Contribute to improving support workflows, macros, and tooling as we scale

• Ensure smooth and efficient order processing during peak back-to-school season. • Engage directly with customers via telephone and online communications to quickly and accurately process and activate orders. • Assist with essential Customer Relationship Management (CRM) data cleanup and organization. • Expedite customer order placement and purchase activation. • Resolve technical purchase-related inquiries and basic product activation issues. • Identify opportunities to educate customers on additional relevant products. • Collaborate with teams to provide exceptional service and gather customer feedback for continuous improvement. • Submit and manage product issues and bugs to the Product and/or Engineering teams as appropriate.

• Migrate customer’s data through the onboarding lifecycle and thereafter • Maintain expertise on Agworld product features • Serve as a detail-oriented expert while migrating customer data to the Agworld platform • Collaborate with the Customer Success Team to resolve complex customer needs or feature requests • Respond to customer inquiries via email and chat in a timely and professional manner • Diagnose and troubleshoot technical issues related to the Agworld platform • Escalate complex technical issues to the Customer Success team with detailed notes and logs • Maintain product expertise across core and advanced features • Guide customers through product features and best practices • Maintain accurate records of customer interactions in the ticketing system • Identify recurring issues and suggest process or product improvements with internal teams • Meet or exceed customer satisfaction goals

• Answering customer inquiries via phone, chat, email, and SMS • Assisting customers with purchase-related questions and order support • Following up on pending inquiries and unresolved customer interactions • Accurately documenting customer interactions and updates • Providing friendly, professional, and solution-focused support • Building positive customer relationships through clear communication