Role Description As the Manager, Customer Support at Coursedog, you will lead and scale a high-performing team of Technical Support Analysts focused on delivering exceptional customer experiences through technical expertise, operational excellence, and customer empathy. You will develop a deep understanding of customer challenges and work cross-functionally to share customer feedback that drives product improvements. You will own ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time, while driving operational improvements that help scale the team and ensure high-quality, consistent customer support. You will champion AI usage and automation to scale the team's impact, driving ticket deflection, accelerating resolution times, and enabling analysts to focus on the highest-value customer interactions. This role is ideal for a hands-on leader who thrives in fast-paced environments, enjoys solving complex operational challenges, and can balance strategic thinking with day-to-day execution. This position offers a competitive base salary between $110,000 – $130,000, based on experience and qualifications. The role also includes a performance-based variable compensation component, bringing total on-target earnings (OTE) to $130,000 – $150,000 when performance objectives are achieved. What You’ll Do - Team Performance: Be accountable for the Support Team’s KPIs, including ticket backlog, CSAT, Service Level Agreements, Average Resolution Time, AI/Automation deflection rate, self-service resolution rate and the consistent delivery of high-quality customer support experiences. - Tools Implementation & Management: Own operations and upkeep of current Support Team tools (Salesforce, Jira, Notion). Partner with our Operations team to drive new AI/Automation functions to service customers and scale the support team. - Reporting & Data: Analyze Support Ticket volumes and quality trends to provide deeper insights into customer challenges and team performance. Identify upstream solutions and scalable process improvements that improve support quality, consistency, and ticket deflection. - Onboarding: Own the creation and ongoing management of onboarding plans for new Technical Support Analysts (TSAs), offering strong leadership and clear expectations, with a strong focus on quality, consistency, customer empathy, and AI/Automation scaling techniques. Support the VP, Technology Services with staffing recommendations for the team based on deployed customer forecasts. - Training & Enablement: Train and develop the team's technical expertise, product knowledge, and proficiency with AI/automation tooling. Offer ongoing training and deep-dive ticket reviews to drive faster, higher-quality resolutions. Establish quality standards and coaching practices that improve customer outcomes. Lead annual performance reviews. - Collaboration: Work closely with Product, Engineering, Customer Success, Data Engineering, and User Education to share insights and trends on current customer challenges. Partner cross-functionally to improve the quality and consistency of customer-facing experiences. Manage the rollout for large feature releases ensuring proper QA, documentation, and training. - Global Support Implementation: Meticulously project manage the implementation and ongoing support of Coursedog’s global Customer Support team. Act as the point person for our third party vendor. - AI & Automation Strategy: Champion the adoption and integration of AI-driven tools and automation solutions across the Support organization. Identify opportunities to leverage AI for workflow optimization, ticket deflection, agent enablement, customer self-service, and operational scalability while maintaining a high-quality customer experience. - Innovation & Continuous Improvement: Stay informed on emerging trends, technologies, and best practices within customer support and SaaS operations. Continuously evaluate new processes, tooling, and AI-enabled capabilities that improve team effectiveness, operational scalability, and customer satisfaction. Qualifications - 3+ years leading a technical support team for an enterprise, high-growth organization - Proven track record in leading and scaling high-functioning Support teams - Strong experience with APIs and technical troubleshooting, enabling you to coach and mentor the Support team - Strong, hands-on experience with Support Team tools such as Salesforce, ServiceNow, etc. - Hands-on experience deploying AI-enabled support capabilities in production (e.g., agent-assist, AI chatbots, intelligent routing, or automated deflection workflows), including vendor evaluation and driving adoption across a team - Demonstrated hands-on experience leveraging AI and automation solutions to improve support workflows, team efficiency, and customer outcomes - Excellent analytical and problem-solving skills, with a bias for action and a growth mindset - Deep familiarity with modern customer support platforms and operational tooling, with the ability to optimize processes and drive adoption across teams for quality and output - Proven success partnering cross-functionally with Engineering and Product teams to resolve complex technical issues and advocate for customer needs - Exceptional written and verbal communication skills, with the ability to build trust and communicate clearly with both internal stakeholders and external customers - Strong aptitude for continuous learning, with a demonstrated ability to quickly absorb new technologies, systems, and processes - Thrives in fast-paced, high-growth environments, with the adaptability to manage evolving priorities and scale support operations effectively Benefits - Healthcare, Dental & Vision: Fixed contribution model for medical, dental, and vision coverage. - Retirement Planning: 401(k) plan from day one with a 4% employer match starting January 1, 2026. - Paid Time Off: Unlimited Paid Time Off policy. - Remote-First Since Inception: Commitment to being a remote-first organization. - Equity: All employees are granted equity in the company. - Paid Parental Leave: Up to 6 weeks of Paid Bonding Leave at 100% of base pay, plus additional leave for birthing parents.

• Receive and review complaints related to medical devices • Investigate complaints by gathering relevant information, analyzing data, and conducting root cause analysis • Communicate directly with customers to solicit information, address concerns, and provide updates on complaint resolution • Serve as a liaison between Therapy Support and Quality departments to optimize customer satisfaction and maintain regulatory compliance • Ensure complaint investigations are complete, accurate, and closed in a timely manner • Collaborate with cross-functional teams – including Therapy Support, Quality, Regulatory, and Product – to resolve complaints • Ensure compliance with applicable regulations and standards, including FDA 21 CFR Part 820 and ISO 13485 • Prepare for and participate in internal and external audits • Contribute to cross-functional process improvement initiatives

• Deliver outstanding customer service for Osprey BtoB (via email & telephone) to retail partners. • Work closely with the regional sales team to identify risks and actions. • Ensure that customer orders are processed efficiently and accurately. • Support stock availability & price information requests primarily over email. • Manage retail customer orders from inputting the order until the final invoice. • Liaise with sales reps regarding customer accounts, enquiries and order book issues. • Provide and analyze data and customer performance to sales. • Record values of orders and cancellations on relevant internal logs. • Communicate with customers about deliveries; arranging booking slots if required. • Monitor orders pre-season on the system daily.

• Handles incoming calls, emails, inquiries and transactions from various segments within the book of business. • Possess a strong knowledge of internal process, understands relationships and key linkages between business units. • Collaborates with internal and external parties to coordinate service related activities and manage client projects. • Resolves customer escalated issues quickly and efficiently by engaging the right people and departments within WM Strategic Business Solutions. • Possess strong time management and follow through skills, has the ability to transition seamlessly between service requests, ensuring all deadlines are met and service is confirmed. • Provides customer proactive service and education regarding service options, charges, billing, and contracts. • Documents each interaction, ensuring service, pricing and other required information are entered into the system. • Strives to meet or exceed service and operational goals established for the service, including productivity, quality, accuracy and timeliness goals. • As required by management, maintains routine customer service related reports and creates reports as requested.