• Lead a team of approximately 10 employees across onboarding, dispute resolution, and sales tool administration • Communicate with executive leadership on initiatives, problem solving and roadmaps • Review the cross functional teams wholistically and buildout strategic initiatives on how to ensure a smooth and improved internal and external customer experience • Manage team performance, communication standards, and overall effectiveness • Oversee processes related to contract issues, compliance, billing disputes, and ongoing account maintenance • Track, analyze, and report key operational metrics to support accountability and continuous improvement • Partner cross-functionally to ensure consistent, high-quality customer and sales support • Apply sales acumen and understanding of contract bookings to guide team operations

• Provides assistance of grant processing in eBRAP • Coordinate with P2RMIS and EGS teams to troubleshoot data transfer and other ad-hoc system issues • Perform setup of all funding opportunities within eBRAP per client requirements • Serve as POC with program task leads to provide training and troubleshooting on eBRAP/Compliance issues/questions • Serve as resource for helpdesk team to provide technical support. • Assist helpdesk team supporting as overflow support for email responses and potential inbound calls. • Provide tracking of appeals and application data changes within eBRAP • Develop, maintain, and enhance data and system workflows • Communicate system/process changes with relevant teams and update SOPs • Serve as primary POC for ad-hoc data requests • Support multiple programs with overlapping tasks and deliverables with aggressive time lines • Post through eBRAP all official correspondences and decisions made by the client to proposal stakeholders

• Responsible for leading and scaling frontline support team across chat, phone, and email channels • Own daily performance, real-time coaching, phone operations, AI automation performance, and cross-functional alignment • Directly manage a team of Support Specialists and serve as the operational leader of live support environment • Ensure customers receive fast, high-quality, and consistent support • Owners of Intercom configuration and optimization, improve support efficiency through automation • Monitor and improve metrics such as first response time, CSAT, and phone handle time • Deliver structured call coaching, QA calibration, and real-time feedback • Handle escalations and provide leadership during high-pressure customer situations

• Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution. • Accurately enter and process customer orders; provide proactive updates and follow‑ups for order status and repair approvals. • Issue return authorizations (RAs) for repairs and credits in alignment with company policies. • Guide customers through phone and email troubleshooting of medical devices and software, including Windows applications, web‑based tools, drivers, permissions, wireless connectivity, server issues, and unit‑specific error codes. • Identify opportunities to promote additional value‑add products, services, or training that solve customer problems.