• Own the customer experience • Handle customer tickets, escalations, billing questions, bug reports, and product education. You’re in the queue, not above it. • Set the standards for response quality, tone, accuracy, and escalation, then hold the team (humans and AI) to them. • Improve first-response and resolution times for our highest-priority ticket types while maintaining or improving CSAT. • Build lightweight QA loops so quality is something we measure, not something we hope for. • Scale support through AI and self-serve • Own day-to-day Fin/AI support performance: training, monitoring, reviewing answers, and tightening workflows. • Spot repetitive ticket categories that should be solved by AI, macros, better help-center content, or product education, and ship the fix. • Build human-in-the-loop workflows so AI resolves more, and routes the rest to a human cleanly. • Use customer conversations as a feedback loop: surface documentation gaps, AI gaps, UX issues, and product confusion. • Build the support operating system • Own queue management, routing, escalation paths, SLAs, and coverage planning, including the awkward stuff like company off-sites and holidays. • Sharpen billing, cancellation, and refund workflows in partnership with Finance and CS. • Oversee operational data workflows, including our spreadsheet-import process and the contractors who power it. • Create internal playbooks and documentation so support doesn’t live in tribal knowledge. • Build reporting that helps leadership see ticket volume, customer pain, team performance, and scaling risk.

• Participate in a robust Customer Care Quality Management Program to include recommendations on audit frequency, scoring mechanisms, and technology used to ensure consistency in objectivity • Maintain expert level knowledge through required call/contact handling time to demonstrate competency in delivering, and therefore evaluating, superior service • Monitor internal and external customer contacts to ensure the correct and complete information is given and is readily available to Specialists in easy-to-use tools • Verify contact documentation is complete, correct, and clear, as well as categorized appropriately and correct process followed to ensure first call resolution • Ensure resources and technology are utilized efficiently by Specialists; identify improvements as needed, including assistance with business requirements and testing of enhancements • Meet and review evaluation outcomes with Specialists timely, providing collaborative and supportive opportunities to discuss successes and challenges • Ensure CCSs are utilizing time and queue management appropriately • Create and present assessments of the current state and recommendations to improve, people and processes, to Leadership using data to validate • Ability to travel to other campuses and training events • Other duties as assigned

• Manage and optimize workflows, triggers, automations, and CRM data integrity within GoHighLevel. • Handle ongoing website management and landing page updates. • Set up tracking and compile regular reporting using Google Analytics or similar tools. • Own the setup, testing, and scheduling of email marketing campaigns and regular newsletters. • Provide light copy support for blog posts and social media content. • Manage scheduling and ensure seamless coordination for external meetings. • Document new SOPs as systems evolve.

• Support Sales, Clinical Affairs, Program Management and Field Service to help ensure customer goals and objectives are aligned with the customer’s disinfection goals and objectives • Responsible for service of existing devices and supporting the execution of Tru-D warranty obligations • Identify, manage, mitigate and escalate service issues(s) • Execute repairs, troubleshooting and upgrades, including software, tablet and device • Perform annual preventative maintenance service calls • Provide training to new and existing accounts on Tru-D device operation and use of accompanying software • Develop and maintain strong relationships with customers to ensure high customer satisfaction and program effectiveness • Act as a point of contact for all customer, product-related enquiries • Monitor client performance with the use of internal Tru-D software tools and dashboards, Key Performance Indicators (KPIs) and reports to drive utilization • Provide liaison support to determine root cause, assess customer needs and supply solutions to the customer to improve their program • Assist and identify potential sales opportunities • Support the implementation of new and add-on devices • Support sales presentations, demos and trade shows as needed • Maintain accurate records and communication of Tru-D’s customer relationship and needs in Salesforce.com