• Engage directly with patients to understand feedback and overall experience, providing clear, empathetic, and professional communication • Review and assess patient concerns by analyzing available information to develop a complete understanding of each situation • Investigate reported issues through review of interactions, documentation, and relevant records • Maintain accurate and organized documentation of all findings and patient interactions • Collaborate with internal teams to gather insights and ensure a well-rounded understanding of each case • Assist in resolving patient concerns in a timely and thoughtful manner while ensuring patients feel heard and supported • Identify opportunities to support positive patient feedback and encourage participation in public review platforms • Perform quality reviews of customer interactions and document findings related to both communication and process execution • Identify trends, inconsistencies, and areas of opportunity within patient feedback and internal processes • Support priority assignments and time-sensitive escalations as directed, demonstrating strong judgment and adaptability in a fast-paced environment

• Hjælper via telefon, chat og e-mail med: Konto- og loginproblemer • Abonnement, betalinger, aflysninger • Streamingfejl og tekniske udfordringer • Undertekster, lydsprog og indholdsspørgsmål • Promokoder og kampagneforespørgsler • Guiding af kunder, der ønsker at opsige • Håndterer hele kunderejsen uden tier-niveauer.

• Own and improve support KPIs including CSAT, response time, resolution time, refunds, chargebacks, and ticket backlog • Lead, coach, and manage remote customer support agents • Build SOPs, QA systems, macros, workflows, and knowledge bases • Improve automation, AI chatbot flows, self-service systems, and support efficiency • Reduce refunds, chargebacks, and repetitive customer complaints • Deliver actionable customer insights and weekly CX reports to leadership • Collaborate with operations, marketing, and product teams to improve customer experience

• Answer inbound calls and maintain professionalism with the caller while addressing their complaints and questions. • Follow established work instructions and scripts for calls and documentation. • Provide great customer service and actively manage one-on-one relationships with callers.