Role Description We're looking for a detail-oriented Product Support Specialist to handle customer and patient inquiries and manage account setup, data entry, and file transfers for our Customer Service team. The position will report to our Director of Customer Service. An ideal candidate will have at least 1 year of experience in a customer service or product support role and must be based in the Seattle area. - Professionally handle all incoming requests from customers and ensure that customer requests for information are fully satisfied. - Process customer and internal orders thoroughly and accurately as needed. - Provide ongoing patient and customer support, answering questions about device usage and logistics. - Ensure coverage of customer and patient communication channels (phone, email) for hours of operation are filled. - Perform account setup and creation, including onboarding and adding new customers to internal systems and maintaining accurate, up-to-date account records. - Complete data uploads and file-transfer tasks accurately and on schedule, ensuring data integrity and confidentiality across systems. - Process customer requests for inventory returns, RMA’s (Return Material Authorization), and replacement orders. - Build sustainable relationships of trust through open and interactive communication with internal and external customers. - Partner with cross-functional departments as needed to ensure exceptional customer service is being delivered to customers and patients. - Escalate customer complaints for investigation as required. - Assist with Recall or Field Corrective Action activities as required. - Demonstrate behavior consistent with the Company’s Code of Ethics and Conduct. - Duties may be modified or assigned at any time to meet the needs of the business. Qualifications - 1+ years’ experience in customer service or product support role, medical device/health care field preferred. - Comfortable having product conversations including troubleshooting customer and patient problems to resolution. - Self-starter who works well with ambiguity and uncertainty. - Strong interpersonal skills, including active listening to customers and patients, as well as a team-first mentality with your Tasso colleagues. - Attention to detail – tracking and managing customer tickets and complaints to completion. - Fast-paced office environment; requires significant use of telephone and computer. Requirements - Two (2) years of call center experience in a medical device manufacturing environment or similar experience with a high-call volume. - Experience in Complaint Intake. - Working knowledge of GMP. Benefits - $24/hr - $26/hr based on experience + Stock Options. - 95% paid Medical, 100% Dental & Vision for employees and a generous subsidy for dependents. - 11 Paid Holidays and generous Time Off policies. - 401K + Employer Match. - Paid parental leave policy.

• Respond to client queries across live chat, email, and phone promptly and professionally. • Provide support to Chinese-speaking clients during Canada coverage hours. • Deliver high-quality support during evening shift operations, ensuring service-level agreements and response-time targets are met. • Support clients through account opening, verification, funding, and withdrawal processes. • Help clients navigate MT4, MT5, and the MultiBank-Plus platform. • Escalate complex or sensitive cases to the relevant internal team and follow through to resolution. • Keep accurate records of client interactions and contribute to knowledge-base improvements. • Follow all compliance, KYC, and data-protection requirements.

• Handle routine customer support tickets efficiently and professionally. • Assist with ticket triage and processing to ensure timely resolution. • Escalate complex issues to senior team members or relevant internal teams when necessary. • Work towards achieving the set Key Performance Indicators and Service Level Agreements. • Strive to provide accurate and friendly first-contact support to customers. • Gather basic customer feedback to help improve our products and services. • Assist in handling billing queries under guidance when required.

Role Description Vista Fulfillment Group is hiring a full-time Customer Support Operations Manager to lead our customer support team and improve the systems, workflows, and response times behind our customer service operation. This is a remote position open to candidates located anywhere in the United States. The schedule is a standard 40-hour work week, Monday through Friday, with availability required during business hours from 9:00 AM to 5:00 PM. - Manage a team of approximately 10 customer support agents handling customer tickets, refunds, disputes, order issues, phone support, email support, and Intercom chat support. - Reduce first response time from approximately 48 hours to 12 hours ideally, and no later than 24 hours, while improving ticket quality, accountability, and SLA performance. Qualifications - Experience implementing Fin AI from the ground up or rescuing a failed AI support implementation. - Experience in ecommerce, fulfillment, logistics, retail, marketplaces, alcohol, or order-management support environments. - Experience handling refund, dispute, chargeback, delivery issue, and customer complaint workflows. - Experience creating CS dashboards, weekly KPI reports, SOPs, internal playbooks, and quality assurance scorecards. - Experience working with technical teams to improve integrations, reporting, AI workflows, and automation logic. Requirements - Must be located in the United States. - Bachelor’s degree required. - Experience managing customer support teams of at least 10 people. - Minimum 3 years of hands-on Intercom experience. - Minimum 3 years of hands-on experience with Fin AI, Intercom’s AI agent, including setup, flow design, automation, and optimization. - Strong understanding of customer support KPIs, including first response time, resolution time, backlog, SLA compliance, CSAT, escalation volume, ticket volume, productivity, and quality assurance. - Experience managing chat, email, and phone support teams. - Ability to build and improve Intercom workflows, inbox rules, routing logic, macros, reports, automations, help center content, and escalation processes. - Technical comfort with basic APIs, integrations, reporting exports, data analysis, and working with developers or consultants to complete support system improvements. - Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend changes when needed. - Excellent written and verbal communication skills. - Strong organizational skills and ability to manage multiple priorities in a fast-paced environment. Benefits - Hourly Rate: $30–$40/hour, depending on experience. - Medical and dental benefits available.