Role Description We are looking for people who enjoy helping others to successfully answer telephone calls from customers inquiring about goods and services from clients of Five Star Call Centers, while providing high-quality service with a helpful, professional attitude. This particular project is assisting clients with inquiries on debit card incentives, orders, and balances. This is a Bring Your Own Device position to work-at-home for individuals living in the states of: Alabama, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Mississippi, Missouri, Nebraska, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, and Wyoming. Qualifications - Previous 3-6 months customer service or customer support experience preferred - Previous 3-6 months call center or office background experience a plus - Basic computer skills - Quick learner and able to work independently - Strong phone and verbal communication skills along with active listening - Must be 18 years of age - A background check applicable with state and federal laws will be required Requirements - Manage large amounts of inbound calls in a timely manner - Follow communication "scripts" when handling different topics - Identify customers' needs, clarify information, research and provide solutions and/or alternatives - Access company and client resources provided to accurately handle the call - Seize opportunities to upsell products when they arise - Skillfully change from one task to another without loss of efficiency or composure - Be available at your desk, maintaining punctuality and attendance at all scheduled times - Remain positive and professional in all customer interactions - Flexibility to cross train as requested Benefits - $14 - $14 an hour - Shift differential (extra $1/hr nights & wkds) - Work hours - Shifts between 7:00am-8:00 pm (CST); Work Days - Mon-Fri - Paid Training - typically 2-5 days in length from 8:00am-5:00pm (CST) - Status - Full Time or Part Time Temporary; 16-40 hours per week - Must be available to work on the first and last business day of each month Company Description Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

• Resolve customer questions and issues via phone, chat, and email — in English and Spanish — with accuracy and care. • Educate customers on self-service options so they’re empowered to find answers on their own next time. • Follow up promptly when a resolution needs more investigation, keeping customers informed every step of the way. • Troubleshoot common browser and internet issues; escalate complex cases when needed. • Track patterns and surface emerging trends to the team so we keep getting better. • Maintain a professional, positive demeanor in every customer interaction.

• Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination • Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency • Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity • Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents • Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations • Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure • Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples • Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements • Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed • Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines • Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement. • Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance. • Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow compliance.

Role Description Triple Whale's customers are operators making real business decisions with their data - and they deserve a support experience that meets them at that level. As a Customer Support Specialist, you'll help DTC brands get the most out of Triple Whale: - Understanding what they're trying to accomplish in their business. - Getting into the platform with them. - Ensuring they leave each conversation closer to their desired outcome. This is a technical role. Our customers ask real questions about attribution, integrations, reporting, and Moby — and you'll be one of the first people from Triple Whale to help them work through it. You'll have Moby as a copilot, a team that backs you up, and a clear path to grow into Solutions Architecture, Implementation, Support Engineering, or Product if that's where you want to go. What You’ll Do - Respond to customers across live chat and email support, owning every conversation from first contact through resolution. - Understand the customer's outcome, not just their question. - Be deeply fluent in Triple Whale, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their decisions. - Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and beyond. - Use Moby as your copilot to investigate, retrieve, draft, and resolve issues. - Coach customers on how to get more from the platform - best practices, use cases, and workflows. - Share trends, customer feedback, and friction points with Product, Engineering, and CS. - Contribute to the knowledge base, internal runbooks, and Moby context. Qualifications - 2+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - ideally in SaaS, martech, analytics, or ecommerce. - A technical mind; comfortable in data and can reason about it. - SQL fluency, familiarity with pixels/server-side tracking, or experience debugging ad-platform integrations is a strong plus. - An investigative, problem-solving mindset. - Real interest in customer outcomes. - Exceptional written and verbal communication skills. - Customer-first instinct paired with sound judgment. - Comfort learning quickly in a fast-moving AI-native product. - The ability to prioritize across competing customer needs in a high-volume environment. - Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms is a plus. Benefits - Base Compensation Range: $50,000 - $65,000. - Equal opportunity employer; commitment to diversity and inclusion. Company Description Triple Whale is the AI operating system built for modern ecommerce. We help you see what's actually working in your business, what's not, and what to do next. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. More than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit.