• Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations • Build a culture of accountability, continuous improvement, and professional development • Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration • Identify skill gaps across the team and implement targeted training programs • Own the holistic performance of the support organization across all tiers • Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve • Build and maintain reporting cadences that surface actionable insights — not just dashboards, but narratives about what's working and what isn't • Capacity plan across shifts, geographies, and skill levels to balance cost and coverage • Drive semi-annual OKR setting and retrospectives for the support org • Represent Support in Product and Engineering discussions — advocate for customer pain points, surface bug patterns, and influence roadmap priorities • Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements • Own the cross-functional relationship with Legal — ensure escalation workflows are documented, consistently followed, and that response timelines meet legal and regulatory obligations. • Partner with the Customer Success Operations Manager on tooling decisions, automation strategy, and AI optimization • Collaborate with the Frontline Support Manager on escalation handoff quality and T1-to-T2 workflow efficiency • Drive the department's evolution from reactive ticket resolution to proactive support — identifying and addressing customer issues before they generate contact volume • Analyze contact driver data to isolate repeatable, high-volume issue patterns and build automated solutions that eliminate them at the source • Own the automation roadmap for the support org — evaluate, propose, and implement workflow automations, self-service tooling, and AI-driven solutions that reduce manual effort and improve resolution speed • Partner with Engineering and Product to close feedback loops — ensure recurring support issues translate into product fixes, in-app guidance, or automated resolution paths rather than permanent manual workarounds • Champion a complexity-first mindset: break down multi-step, cross-system problems into discrete components that can be systematized, automated, documented, or self-served • Track and report deflection and automation metrics — measure the impact of proactive initiatives on ticket volume, cost-per-resolution, and customer effort score • Identify systemic inefficiencies in the support funnel and propose structural solutions • Benchmark support performance against industry standards and competitors • Evaluate and recommend tooling, automation, and process changes that reduce overall contact rates and cost-per-resolution while maintaining quality

• Act a liaison between Labcorp, the customer base and patients • Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet • Speak with customers in a courteous, friendly, and professional manner using protocol procedures • Inquire, clarify, and confirm customer requirements and understanding of the solution • Provide additional customer education and information as needed • Qualify and establish inbound new customers requesting Labcorp's products and services • Work in multiple databases to research complex issues and questions • Notify clients of test results in a timely and accurate manner • Review test forms for accuracy and report any discrepancies • Participate in activities designed to improve customer satisfaction and business performance • Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance

Role Description We have proudly served working-class families since 1951, offering life, accident, and supplemental health products to protect members of labor unions, credit unions, associations, and their families. We’re seeking dedicated representatives to build long-term client relationships from the comfort of home via Zoom virtual consultations. - Conduct Remote Client Consultations: - Meet with clients virtually to understand their financial goals, explain policy features, coverage options, and premium costs. - Provide Customer Service: - Support policyholders with inquiries, policy updates, and claims processing. - Foster Relationship Building: - Maintain ongoing communication with clients to review needs, update policies, and address life changes. - Uphold Compliance & Documentation: - Follow industry regulations and company policies, keeping accurate client records. Qualifications - Excellent communication skills - Basic computer proficiency - Strong work ethic - Outgoing, energetic, and personable - Effective time management - Leadership or management experience a plus Benefits - 100% Work from Home - Paid weekly, with suggested schedules for success - Bonuses and structured contracts - Health Insurance Reimbursement - Life Insurance - Flexible Schedule & Retirement Plan - Lifetime Renewals - All interviews conducted via Zoom. Company Description

• Provide 5-star customer service across all communication channels (several) • Respond promptly to guest inquiries and manage reservation modifications • Send same-day check-in instructions following company protocols • Review guest questionnaires and ensure reservation details are accurate • Vet all guests and maintain updated tracking spreadsheets • Monitor Lock systems and assist with codes • Keep listings updated and ensure accuracy across platforms (including Zillow) • Manage guest reviews and escalate 3-star or lower reviews with detailed reporting • Coordinate with housekeeping and property care teams to resolve guest issues • Communicate reservation date changes to Rental Guardian • Maintain accurate calendars, blocks, and cancellations • Monitor Slack channels and update tasks on Monday/Breezeway • Ensure maintenance requests are properly communicated and tracked • Perform daily operational tasks such as trash reminders and departure review adjustments • Support special projects and additional team requests as needed