• Respond to customer inquiries via phone, email, chat, and SMS; • Resolve customer concerns and provide solutions; • Escalate complex issues when necessary; • Maintain accurate customer records in CRM systems; • Follow up with customers as needed; • Assist with order tracking, account updates, and general support requests; • Ensure a positive customer experience throughout all interactions;

• Manage multiple live chats at a time consistently throughout the day • Troubleshoot client issues and research resolutions • Provide timely, detailed, and valuable responses to clients • Coordinate with cross-functional teams including Tech, Tax, and Risk to ensure client inquiries are addressed appropriately • Provide accurate information about products, services, policies, and account details • Maintain a professional, friendly tone even in high-pressure situations

Role Description Groundfloor is searching for a proactive, quick-thinking, problem solver with a talent for connecting with people. If you’re authentic, detail oriented and eager to grow, and customer focused, we want you on our team! THIS JOB MIGHT BE FOR YOU IF: - You’re a problem solver who likes to think on your feet and enjoys a challenge. - You thrive in a fast-paced environment, can adapt to change and provide insights on ways to improve. - You go above and beyond because you want to, not because you have to. - You consider yourself a ‘people-person’, because you love helping and connecting with people. - You believe the details are important and actively listen for them. - You are authentic, accountable, and persistent. - You are humble enough to ask questions and have a drive towards learning new things. - You have a sense of humor and a good attitude while maintaining a good work ethic. - You enjoy engaging in financial conversations through various methods of communication; verbal and written. A DAY IN THE LIFE: - Build strong and lasting relationships with our customers, supporting them through white-glove service as measured by CSAT. - Demonstrate your unique problem-solving abilities, provide solutions that exceed customers' expectations. - Contribute to implementing processes, tools, and systems to improve customer success delivery (e.g., live chat). - Identify opportunities to improve established business metrics to drive efficiencies and improve the customer experience. - Develop a deep understanding of the business - our key metrics, drivers for growth and participate in formulating our overall service and sales strategy. - Champion the customer view; always look for ways to improve the customer experience, remove pain points, champion product and service opportunities, increase engagement and retention. - Take ownership of customer inquiries, partnering with the appropriate team members, and providing updates to the customer along the way for the best possible customer experience. - Take inbound calls and digital requests from investors and respond accordingly to create a memorable experience by actively seeking out ways to WOW. - Anticipate additional questions/needs based upon previous interactions and provide insights to proactively provide support to investors. - Contribute to a fun and inspiring work environment. - Work Schedule: 8-7p EST Saturday-Tuesday upon 90 days in role; Flexibility available for the ideal candidates. Qualifications - Recent College graduate BA/BS degree 0-1 years experience or 3+ years recent experience in a similar role (preferably in Financial Customer Service). - Experience with CRM systems (i.e. Hubspot, Intercom & AirCall) is a bonus. - Experience in real estate and/or finance. - Bilingual (English / Spanish) is a bonus, but not required. - Keep updated by learning from our own content and other relevant sources (i.e. Groundfloor Blog, Internal Knowledge Base).

Role Description The Executive Strategist will be responsible for building customer c-suite executive relationships and executing management consulting engagements focused on driving transformational outcomes, ensuring long-term client retention, and cementing our position as an indispensable partner. - Executive Relationship Development: Cultivate and nurture strong relationships with multiple C-suite personas (e.g., CFO, CIO, COO, CTO) within customer organizations. - Strategic Advisory: Guide customers on optimizing operational effectiveness and maximizing the value of their Ping Identity investment through expert consultation and tailored solutions. - Business Transformation Guidance: Act as a trusted advisor, deeply understanding customer business models and advising on how Ping Identity can directly support and accelerate their digital transformation initiatives. - Account Strategy Orchestration: Support client relationship mapping and consistently coordinate an integrated account strategy across the core account team (Account Executive, Services Sales, Sales Engineering, Business Value, Marketing, Customer Success, etc.). - Churn Reduction & Renewal Strategy: Proactively identify and mitigate renewal risks by orchestrating cross-functional teams (Product, Sales, Services) to deliver on the strategic roadmap. You will own the narrative on value realization, making the renewal a foregone conclusion. - Strategy Workshop Delivery: Develop and deliver impactful Strategy Workshops designed to increase sales opportunities, reduce churn risk, drive account team productivity, and accelerate deal velocity. - Resource Alignment: Identify and facilitate the timely engagement of the right specialist and support resources for customer deals. - Performance Review Leadership: Conduct customer executive business reviews in collaboration with account teams, aligning discussions with the overall account strategy. - Data-Driven Insights: Utilize customer usage patterns and other data telemetry to gain insights, provide proactive guidance, and enhance customer retention. Qualifications - Strong strategic thinking and business acumen, with the ability to translate market insights into actionable plans. - Results oriented with multiple years meeting or exceeding goals by rationalizing coverage models, compensation plans, and GTM motions of direct and matrixed delivery teams. - Outstanding presentation and client-facing skills. - High emotional intelligence, and experience in applying those skills in a business context to influence positive outcomes for customers, partners, and team members, particularly with C-level executives internally and externally. Requirements - Salary Range: $132,000 - $176,000 + variable pay. - In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities. Benefits - Generous PTO & Holiday Schedule. - Parental Leave. - Progressive Healthcare Options. - Retirement Programs. - Opportunity for Education Reimbursement. - Commuter Offset (Specific locations).