Role Description The Consumer Experience team is responsible for assisting with Dealer and Customer issue resolution. This investigative-based position requires unbiased decision-making and a strong desire to assist a consumer, one-on-one. Consumer Experience Associates report to the Manager, Consumer Experience, and are a key part of our Operations department to ensure our dealers and customers are getting the best experience possible when interacting with TrueCar. - Consumer support and triage – manage inbound requests across multiple channels (phone, email, text, chat) with efficiency, empathy, and resolution-focused strategies. - Consumer data integrity management – ensure accurate, complete, and up-to-date customer records to support personalized experiences, reporting, and overall service quality. - Deliver high-quality individual customer interactions and resolve cases efficiently. - Provide real-time feedback on front-line communications to identify changes in trends and patterns. Qualifications - Proven Customer Service experience - Experience with Customer Relationship Management (CRM) platforms, such as Salesforce - Experience working in a fast-paced, highly accountable organization - Exemplary written and verbal communication skills - Ability to multitask efficiently and work within assigned scheduling requirements, which may include extended hours and/or weekend availability Requirements - Hourly pay rate: $18.00 - $19.00 - TrueCar does not accept unsolicited agency submissions. - If you are based in California, we encourage you to read this important information for California residents linked here.

• Handling inbound and outbound calls in a high-tech environment • Resolving general questions regarding insurance, financial assistance, and processing payments • Makes and answers calls in the name of the client to resolve billing and payment issues • Responds to requests for information by patient/account holders in a professional manner • Acts to gain payment or arrangement of payment on behalf of the client • Follows client-specific protocols and policies • Investigates and responds to client enquiries

• Serve as the first point of contact for customer support requests • Assist customers with portal access issues, including password resets and login troubleshooting • Escalate unresolved or complex issues to the appropriate internal team • Document all interactions and resolutions in Jira • Maintain consistent coverage across 24-hour shifts, 7 days a week • Support transition of tenants/users to Microsoft 365 Lighthouse • Perform basic EDR troubleshooting • Process and provision access requests for NextCloud, SentinelOne (S1), and Thinkst Elastic

• Manage and develop a team of SOC analysts and leads. • Provide coaching, performance feedback, and development opportunities to grow talent and maintain strong team morale. • Drive daily execution of SOC services, ensuring all detection, response, and escalation activities align with SLAs and client expectations. • Monitor KPIs and service metrics to assess effectiveness, identify areas for improvement, and support data-driven decisions. • Contribute to staffing strategies, platform enhancements, and process optimization to support scalability and innovation. • Act as an escalation point and trusted advisor for client inquiries and incidents. • Participate in onboarding and ongoing service reviews. • Partner with Engineering and Sales teams to define service enhancements and support pre-sales engagements. • Lead the development and enforcement of SOC standards, playbooks, and documentation to ensure consistent, high-quality service delivery. • Assist in forecasting and managing operating budgets, staffing needs, and capital expenditures related to SOC operations. • Participate in business continuity, disaster recovery, and incident response planning activities.