• Monitor and manage the founder's email inbox; triage and prioritise daily action items • Draft email responses and compile a daily review list for founder approval before sending • Monitor the wholesale inbox and draft outreach/responses for wholesale leads and partnerships • Manage calendar, schedule calls, and coordinate follow-ups • Help keep the founder organised, focused, and ahead of deadlines • Handle customer enquiries via email, SMS, and any live channels within defined SLAs • Use Shopify Admin to investigate orders, fulfillment statuses, and customer history • Resolve issues with empathy, speed, and brand-aligned communication • Coordinate with store teams and fulfillment to close cases end-to-end • Maintain and update macros, FAQs, and lightweight SOPs • Identify recurring issues and flag them with suggested fixes • Provide a daily summary of volume, themes, and escalations

• Answer phones, chats, emails, and process tasks to solve agency issues, questions, or concerns. • Create new and renewal of insurance invoices. • Obtain, stamp, and organize documentation required by states and/or carriers. • Issue notices of cancelation and non-renewals in accordance with state specific guidelines. • Solve and/or correct agency request discrepancies or processing errors. • Evaluate documentation and information to determine compliance with regulations or standards. • Handle confidential information with tact and discretion. • Partners with other departments, agents, and carriers to resolve issues and address needs. • Follow Standard Operating Procedures for all tasks performed and provide feedback to Leaders for revisions. • Reflect a positive attitude toward others. • Cross train with peers and other departments.

• Lead and scale a high-performing team of Technical Support Analysts • Own ticket backlog, CSAT, Service Level Agreements, and Average Resolution Time • Champion AI usage and automation to enhance customer support • Analyze Support Ticket volumes and quality trends • Own the onboarding plans for new Technical Support Analysts • Train and develop the team's technical expertise • Collaborate with Product, Engineering, Customer Success, Data Engineering, and User Education • Manage the rollout for large feature releases • Project manage the implementation of global Customer Support team • Champion the adoption and integration of AI-driven tools and automation solutions

• Support our customers through live chat, email, and video calls • Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with our high tiered clients • Effectively identify when to work with cross functional partners to dive retention by leveraging processes and analyzing data to share customer insights • Participate in the subject matter expert (SME) program to ensure a high level of knowledge is maintained and shared with our product team • Assist with escalated conversations to ensure we are providing the best support for all customers throughout all business hours • Be a leader on the team by answering questions through Zoom and Slack for teammates who need help • Mentor new team members as they navigate through the onboarding process and grow into more tenured roles • Excelling at all individual team productivity and quality metrics • Bringing areas of process improvement to your manager, suggesting solutions that positively impact the team, and executing on them • Being a process advocate for the knowledge capture philosophy • Sharing feedback on new initiatives and areas of discussion • Participating in team meetings and trainings