• Assist in executing the onboarding process for new agents, ensuring a smooth and personalized experience. • Lead weekly group onboarding sessions for new agent cohorts. • Conduct 1:1 check-in calls with new agents during their first 90 days to reinforce training and offer guidance. • Track and manage agent learning outcomes to ensure measurable progress through onboarding milestones. • Become fully proficient in the SERHANT. ecosystem to provide support, answer questions, and resolve agent issues. • Support faster agent proficiency by encouraging early and effective adoption of key tools and systems. • Respond to agent inquiries promptly and professionally regarding technology, workflows, and expectations. • Contribute to enhancements of the onboarding roadmap based on agent feedback and department priorities. • Utilize internal AI tools and proprietary technology to create efficiencies in onboarding and support. • Assist in handling S.MPLE requests with high-quality deliverables and timely turnarounds. • Deliver outstanding customer service to create a welcoming and empowering experience for new agents. • Meet performance expectations and contribute to departmental goals and KPIs, including agent engagement, onboarding outcomes, S.MPLE adoption, and service quality benchmarks. • Participate in department meetings and cross-functional collaboration efforts to continuously improve the onboarding process.

• Regularly work with the team on reviewing potentially suspicious behavior on a daily basis to support the company in protecting good users and preventing financial losses • Work quickly and thoroughly to meet interdepartmental Service Level Agreements (SLAs) while ensuring high quality work product • Conduct in-depth transaction-level reviews • Discover and identify trends to present opportunities for stronger results and mitigation • Communicate with customers in response to inquiries related to trust and risk • Provide inbound email and chat-based customer service for users who need immediate assistance • Thoughtfully investigate Trust & Risk cases with medium complexity and high sensitivity while maintaining customer satisfaction • Work with other departments to research and resolve open questions • Efficiently work through a backlog of open issues and monitor performance of key operations • Represent the company with integrity and professionalism • Review key metrics and utilize data to make informed decisions

• Respond to Customer Inquiries: Monitor, respond to, and follow up on customer inquiries, messages, comments, and reviews across social media platforms, ensuring timely, professional, and friendly interactions. • Offer assistance via text, email, and messages, while accurately recording customer details in our system to ensure seamless service. • Problem Resolution: Address customer concerns, resolve issues, and provide clear, accurate information to ensure customer satisfaction. • Engagement: Engage with customers proactively by participating in conversations, sharing relevant content, and fostering positive relationships with our online community. • Brand Representation: Maintain a consistent brand voice and tone in all interactions, ensuring that the company’s values and mission are reflected in each response. • Feedback Reporting: Collect customer feedback and share insights with the team to help improve products, services, and overall customer experience. • Collaboration: Work closely with the contact center team to escalate issues, share customer insights, and align on messaging.