• Manage a portfolio of Top Accounts, ensuring adoption, engagement and continuous value realization; • Conduct business diagnostics and uncover customer pain points, defining and executing success plans aligned with each account's strategic objectives; • Master the Omie ecosystem and identify opportunities to expand the use of our solutions; • Serve as the primary customer contact, building relationships across multiple stakeholder levels; • Lead executive meetings, maintain close contact and regular interactions to deliver a personalized, high-quality experience; • Act as the portfolio guardian by anticipating risks, mitigating potential churns and identifying upsell and expansion opportunities; • Monitor health, engagement and usability metrics, turning data into action plans and strategies for customer success; • Work closely with Product, Sales and other internal teams to continuously improve the customer experience.

Job Scope: As the Sr Client Service Rep, you will serve as the client advocate and will be responsible for the client satisfaction based on task ownership and accurate resolution in a fast-paced environment. You will manage a high volume of tasks that require you to leverage various resources to identify the client's need, clarify and communicate information, research issues, and provide effective resolution while keeping the client satisfaction at the core of every decision and behavior. Key Responsibilities: - Become proficient in all knowledge base requirements to resolve clients' needs as efficiently as possible - Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation, and relevant data - Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy - Manage high volume of tasks in a timely and efficient manner - Identify client needs, research issue and provide solutions and/or alternatives - Build sustainable relationships and engage clients by providing best-in-class service - Meet and/or exceed established key performance criteria - Provide excellent client service and advocacy - Work across the organization as needed to resolve client requests - Assist clients with the onboarding process by providing status of application and registration process, guidance of next steps, and answer any questions - Dispatch available vehicles to clients across all regions on an inbound basis - Effectively communicate to the client how to use any of our client facing tools - Perform other duties as deemed necessary by management Qualifications - High School Diploma or GED required; College degree preferred (or equivalent experience) - Minimum of 4 years of customer service experience or the equivalent - Auction and/or logistics/transportation knowledge a strong plus - Excellent oral and written communications skills, particularly in a phone or email context - Attention to detail and follow-through - Demonstrated ability to adapt in a changing environment, - Ability to multi-task within a fast-paced, high energy, dynamic and demanding environment - Demonstrated experience being a customer-focused, service-oriented professional USD 22.02 - 33.08 per hour Compensation: Hourly pay rate is in the range of $22.02 - $33.08/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Benefits: Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. EOE, including disability/vets

• Respond to enterprise customers across live chat, email, and direct channels • Maintain deep knowledge of internal and customer resources • Investigate and resolve complex technical issues • Use Moby as your copilot • Coach enterprise customers and their agencies on best practices • Partner closely with the account team • Be a senior escalation point for Technical Product Support team • Spot patterns across tickets • Help the next customer by contributing to the knowledge base

• Respond to customer enquiries via live chat, owning each interaction from initial contact through resolution. • Become an expert in Triple Whale's platform, products, customers, and the broader e-commerce ecosystem. • Troubleshoot technical and platform-related issues, determining whether a customer needs education, guidance, configuration support, or escalation to internal teams. • Act as the first line of defence for identifying, triaging, and debugging platform health issues. • Investigate customer-reported bugs and technical challenges, gathering key details and escalating issues to Engineering with clear, actionable reproduction steps. • Advise customers on best practices, use cases, and workflows to help them get the most value from Triple Whale. • Partner closely with Product, Engineering, and Customer Success teams to improve the overall customer experience and drive product enhancements. • Identify trends in customer feedback and advocate for improvements to our product, documentation, tooling, and internal processes. • Assist customers with urgent business needs, helping them navigate challenges and find the best solutions across our platform. • Consistently exceed customer expectations through thoughtful communication, timely responses, and a world-class support experience. • Continuously expand your knowledge of e-commerce, digital marketing, analytics, attribution, and emerging industry trends.