• Own the day-to-day management and optimization of Microsoft Dynamics Sales Hub • Partner with stakeholders to define and prioritize CRM enhancements and roadmap • Develop, document, and maintain CRM standard operating procedures • Lead CRM onboarding for new Sales hires • Establish and enforce data standards (required fields, naming conventions, etc.)

Role Description As a Client Success Agent, you will be the first point of contact for inbound client support and platform assistance. You will help clients troubleshoot issues, answer platform questions, provide guidance on best practices, and ensure a high-quality support experience. Beyond resolving tickets, you will play an important role in educating clients, improving self-service adoption, and helping customers become more successful and confident using MerchantSpring. You will work closely with the broader Client Success, Onboarding, Technical Support, Product, and Engineering teams to deliver a responsive, professional, and client-focused experience. Client Support - Monitor and respond to inbound support tickets via Intercom and email. - Investigate and resolve client issues within agreed SLAs. - Assist clients with platform functionality, reporting, and configuration questions. - Provide clear, accurate, and professional communication. - Escalate technical issues where required with appropriate documentation. Client Education & Enablement - Help clients understand platform functionality and best practices. - Promote self-service resources where appropriate. - Guide users toward relevant help articles, FAQs, and educational content. - Encourage adoption of platform features and capabilities. Issue Investigation - Troubleshoot platform, reporting, and integration issues. - Gather information required for investigation and escalation. - Identify patterns and recurring issues impacting clients. - Escalate complex issues to Technical Support Specialists when required. Documentation & Process Compliance - Maintain accurate ticket notes and client records. - Follow support SOPs, workflows, and internal SLAs. - Contribute to internal documentation and troubleshooting resources. - Identify opportunities for process improvement. Cross-Team Collaboration - Collaborate with Client Success, Sales, Product, and Engineering teams. - Participate in team meetings, training sessions, and knowledge-sharing activities. - Support continuous improvement initiatives across the CS function. Key Success Metrics - Support SLA's: 95%+ adherence for first response times and 90%+ for ticket resolution targets. - Operational Excellence: accurate documentation and records, SOP compliance, and timely escalation of tickets. - Client Experience: Average CSAT of 90%+; consistent communication quality, and effective client education. - Team Contribution: Knowledge base improvements and effective collaboration with internal stakeholders. Qualifications - 1 - 3 years experience in customer support, customer success, onboarding, or related client-facing roles. - Experience working within eCommerce, marketplaces, retail media, SaaS, or digital commerce environments. - Excellent written and verbal English communication skills. - Strong troubleshooting and problem-solving abilities. - High attention to detail and organisational skills. - Ability to work independently in a fully remote environment. - Strong customer service mindset. Nice-to-Have - Experience with Amazon Seller Central, Vendor Central, Walmart, Shopify, or similar platforms. - Experience using Intercom, HubSpot, Jira, or similar systems. - Experience supporting data, reporting, or analytics platforms. Benefits - Support an international client base as a key contributor in MerchantSpring's growing global Client Success team. - Develop your customer success, troubleshooting, platform expertise, and SaaS support skills while building a best-in-class client experience. - Be the voice clients trust. Your work directly shapes how brands, agencies, and sellers succeed on the marketplaces that power their business. - Fully remote role with standard working hours aligned to your timezone, and flexibility to support global client needs where required. - Receive regular training, knowledge-sharing, and be part of a team culture that values continuous improvement.

Role Description We are seeking driven, service-oriented professionals to join our team as Remote Insurance Specialists. This role offers the opportunity to make a meaningful impact while benefiting from the flexibility and earning potential of a fully remote career. What We Offer - Fully Remote Role: Work from anywhere with a flexible schedule. - Six-Figure Earning Potential: Competitive, uncapped commission structure. - Exclusive Warm Leads: No cold calling—connect directly with members from our established database. - Zero Overhead Costs: All tools, systems, and resources provided. - Performance-Based Incentives: Recognition, rewards, and advancement opportunities. - Union Membership: Benefits and representation through OPEIU Local 277. - Established Stability: Join a well-respected organization with a 70+ year legacy of service and member satisfaction. Key Responsibilities - Engage with members daily using warm leads to understand their insurance needs. - Assess financial situations and recommend appropriate life insurance and supplemental benefit solutions. - Provide exceptional service to ensure member satisfaction and long-term retention. - Guide members through the application process, addressing questions and concerns. - Offer ongoing support, including policy reviews, beneficiary updates, and claims assistance. - Maintain full compliance with all regulatory, ethical, and company standards. Ideal Candidate Profile - Strong written and verbal communication skills. - Highly organized, tech-savvy, and efficient in a remote environment. - Self-motivated with a drive to meet and exceed performance goals. - Sales or client-facing experience preferred, but not required. - Ability to qualify for and maintain a Life Insurance License (training and support provided). - Competitive, solution-oriented mindset with strong critical-thinking skills. - Comfortable working independently while collaborating within a remote team. - Coachable and open to feedback for continuous improvement. Eligibility Requirements - Must be a U.S. citizen or legally authorized to work in the United States. - At this time, we are unable to hire non-U.S. residents. Build a Career with Purpose This role offers a unique opportunity to combine your passion for helping others with a rewarding, long-term career. At AO Globe Life, your work directly impacts families and communities while providing you with the structure and support to grow professionally and financially. If you’re ready to make a lasting difference and build a career that truly matters, we encourage you to apply today.

• This role will support the business by managing customer lifecycle marketing, retention activity, email and SMS automation, and database growth across e-commerce, retail, and customer channels. • Own the end-to-end planning, execution, optimisation, and reporting of CRM email and SMS campaigns, automated flows, and lifecycle marketing across e-commerce and retail channels. • Design and manage full customer journeys including lead capture, welcome, post-purchase, loyalty, repeat purchase, win-back, and re-engagement flows to drive retention and customer lifetime value. • Develop and execute CRM and retention strategies focused on increasing customer lifetime value, repeat purchase rate, engagement, and attributed revenue using data-driven insights. • Build and optimise customer segmentation strategies based on behavioural, transactional, engagement, acquisition, lifecycle stage, and customer value data for targeted messaging. • Manage CRM automation including flow logic, triggers, conditional splits, dynamic content, A/B testing, personalisation, and performance optimisation across email and SMS. • Write clear, warm, and conversion-focused CRM copy for campaigns, SMS, subject lines, preview text, CTAs, and lifecycle messaging while maintaining brand alignment. • Oversee CRM reporting, deliverability, list hygiene, database growth initiatives, system integrations (e.g., Shopify, Reviews.io), and collaborate cross-functionally with internal teams to support commercial goals..