• Technical Lead will be responsible for the successful management of the Operational Support Service • Act as the technical lead of support specialists and engineers to respond to and resolve incidents and service requests • Main point of contact for all service reporting and discussions with the customer • Identify opportunities for growth of the adoption of the Exeevo tools • Take ownership to resolve the more complex technical tickets that the junior team members are not able to address. • Manage the prompt resolution of escalated tickets from the customer either directly or via a member of the Ops team.

• Providing friendly, professional support to customers via phone, email, and live chat • Resolving issues efficiently while taking full ownership of each case from start to finish • Listening carefully to understand concerns and delivering fair, practical solutions • Keeping up to date with products and policies to ensure accurate guidance and information is provided • Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements • Recognising customers who may need additional support and ensuring they receive the help they need

Role Description I'm looking for a Customer Support Specialist to join our team. Support at Modash isn’t just answering tickets; it’s how we deliver the best customer experience in the multiverse. You’ll be the first person customers talk to when something’s confusing, broken, or urgent, and you’ll make them feel taken care of fast. We’re hiring a new Customer Support Specialist based in Estonia to strengthen our coverage in Europe and keep response times fast as Modash grows. Your team is spread across Europe and North America: I am based in Ireland, and Connor and Lauren are based in Canada. You’ll join a tight-knit Support team that takes full ownership of every issue and makes sure every customer feels heard, supported, and genuinely cared for. Your job is simple to explain and hard to do well: be the go-to support partner who helps customers solve the right problem (not just the fast one), and leaves them feeling confident using Modash. - You’ll spend most of your time in Intercom helping customers via chat + email (and sometimes live or async video when it’s the fastest way to help), and collaborating with the team to solve tricky cases. - Give practical advice on influencer marketing workflows and best practices. - Help customers understand how to use specific parts of Modash (with clear, step-by-step guidance). - Troubleshoot product issues: reproduce problems, ask good follow-up questions, and guide customers to a solution. - Escalate bugs/issues with strong context (clear steps, examples, links, impact). - Keep our Help Center and internal documentation updated when you notice gaps or recurring confusion. - Contribute to customer communication during incidents (e.g., banners/updates) when needed. - Spot patterns and share customer feedback so we continuously build a better product. Qualifications - You have 2+ years of experience in customer support (ideally in SaaS). - Your English is strong, both written and spoken. - You write clearly and kindly. You can explain complex things in simple words. - You’re comfortable troubleshooting: reproducing issues, asking good follow-up questions, and narrowing down the real cause. - You take ownership. You don’t drop threads, and you keep customers updated until the issue is resolved. - You can work without a perfect playbook. When something is unclear, you ask for help, figure it out, and help improve the process for next time. - You’re organized. You keep cases and handoffs clear, and you help turn repeat questions into reusable replies or clearer docs. - You stay calm under pressure and handle frustrated customers with care. Requirements - Experience supporting influencer marketing or e-commerce tools. - Experience with technical support topics (integrations, tracking, APIs). - Experience making/helping maintain Help Center docs and internal processes. Benefits - Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life. - Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works. - Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill - we'll cover it. - Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.

• Maintain site-specific details for assigned clients • Monitor and audit payment posting activities to ensure accuracy, consistency, and adherence to company and payer guidelines • Ability to read and interpret an EOB • Provide feedback, guidance, and training support to payment posters to correct and prevent posting errors • Retrieve daily banking and lockbox correspondence • Verify that the correct contract rate is applied to billing • Communicate with and provide documentation to the payment posting department • Serve as the liaison for document management between the payment posting team and clients to support effective payment posting and reconciliation • Ensure timely posting of patient and insurance payments • Process virtual insurance credit card payments • Resolve clarification log inquiries on a daily basis • Ability to solve problems related to assigned tasks • Ability to verify contractual adjustments at time of posting • Perform payment corrections requested by AR Specialist • Generate/balance EOM closing reports • Communicate professionally with internal and/or external clients • Pull case documents for audits as needed • Complete posting for clients with offshore restrictions, as needed • Monitor credit balances and unassigned payments • Prepare refund packages to be sent to client • Perform other assigned duties