• Own and resolve the most complex, high-impact customer scenarios with autonomy, applying advanced judgment, deep product knowledge, and a strategic mindset. • Serve as an escalation point for cross-functional teams and Customer Success leadership, representing Customer Success in cross-departmental initiatives and customer-facing conversations. • Lead process improvement efforts to improve efficiency, compliance, or customer satisfaction—including the design, documentation, and rollout of updated workflows and SOPs. • Proactively identify operational gaps through data analysis and field feedback, presenting business cases to leadership for new tools, resources, or practices. • Consistently meets or exceeds stretch goals and performance metrics. • Act as a mentor and informal leader for the CSR team, contributing to training programs, coaching sessions, and performance development plans. • Collaborate with Product, Engineering, Sales, Operations, and Clinical stakeholders to improve the end-to-end customer experience and ensure readiness for new product launches. • Review and synthesize clinical documentation such as pathology reports to support order processing, leveraging this knowledge to guide others. • Monitor customer and order metrics to ensure alignment with KPIs and service level expectations; recommend improvements when trends deviate. • Participate in or lead special projects focused on scalability, compliance, or customer success strategy as assigned by leadership. • Embody and champion Artera’s customer-first culture, modeling high emotional intelligence, sound decision-making, and a proactive ownership mindset. • Provide feedback on tooling and technology needs to enhance CSR productivity and customer experience. • Balances their time effectively between delivering on their tasks and learning department processes and best practices. • Demonstrate advanced communication—tailoring tone, content, and approach for clinical stakeholders, executives, and internal partners alike. • Handle ambiguity, rapid change, and competing priorities with calm and clarity; serve as a model for adaptability.

• Managing performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them • Acting as an escalation point to the team to assist in cases of difficult or complex situations/questions • Ensuring team morale, and fostering a supportive and positive culture • Fielding and passing on feedback as appropriate from members and member care specialists • Overseeing the integrity of the work the team is doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated • Monitoring and coordinating agents' movements and activities, and assisting in the field as necessary to ensure a positive member and group experience • Working/Coordinating with the Training team to ensure seamless onboarding of new agents • Working/Coordinating with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards • Overseeing and coordinating travel of field agents, with reliable transportation and ability to travel around to all agent territories as necessary • Evaluating employee performance and conducting performance reviews • Managing necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions • Developing performance metrics unique to the field agent team, and continuously learning from and improving on team structure and processes • Other job-related duties as assigned

• Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid. • Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty. • Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions. • Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes. • Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. • Manage the Welcome Back Credits process for re-engaging former customers. • Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. • Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. • Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements. • Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency. • Improve internal processes and offer solutions.

• Conduct data gathering, data analysis and prepare client reporting for assigned clients, to include daily/weekly compliance management reports, weekly/monthly engagement and enrollment reports, quarterly dashboards, client program reviews. • Prepare ad hoc client reports in support of assigned clients and Client Success team, and as directed. • Project manage and deploy communication, education and engagement initiatives in assigned accounts. • Collect and report testimonials in support of client account reviews. • Support the completion of operational components for new client implementations, including but not limited to Nox Cloud tenant configuration, eligibility file requirements, best practices, operational and reporting requirements, scheduling, billing detail. • Conduct demonstrations and training on SleepCharge services / participant journey with client resources, health partners, Nox Health internal teams, as requested / appropriate. • Responsible for responding to / resolving client escalations and Care Ops Account Cases, as appropriate. • Facilitate cross-functional process improvement opportunities to meet/exceed client expectations and enhance internal efficiencies. • Act as liaison between assigned accounts and Nox Health marketing and communication, care operations and information technology, as requested, to communicate requirements, support client initiatives/activations, and for problem escalation / resolution. • Prepare content and process documentation, Standard Operating Procedures (SOPs), and workflow charts for Client Success, as assigned. • Lead / participate in on-site activities for key clients (e.g., health fairs, visibility tables, biometrics screenings, lunch & learns) from pre-planning to completion with the objective of enhancing SleepCharge program engagement.