• Handle moderately complex customer issues that require deeper product knowledge, multi-step troubleshooting, or coordination with other departments. • Serve as a resource for other representatives, providing guidance, informal coaching, and support in resolving customer inquiries. • Analyze customer interactions to identify patterns or recurring issues, and proactively suggest improvements to scripts, workflows, or FAQs. • Ensure accurate and complete documentation of customer cases, including resolution steps, follow-up actions, and feedback for quality assurance. • Collaborate with internal teams such as billing, technical support, or fulfillment to resolve cross-functional issues impacting customer experience. • Contribute to process improvement initiatives, including pilot testing new tools or procedures and providing feedback to supervisors.

• Provide clinical support through a variety of communication platforms including phone, remote computer access systems, and texting platforms • Provide clinical support to sleep labs according to the preset policies and procedures developed by the area’s medical director • Assist Physicians with editing report and interpretation templates in our Electronic Medical Record (EMR) systems • Provide training for the night clinical support staff as needed • Provide technical support to sleep center staff • Provide training to client staff, physicians, and MedBridge employees • Provide support for HST patients, including follow up calls to assure patients receive equipment • Help to develop clinical operations procedures to improve current standards for diagnostic sleep centers • Evaluating study data quality for in lab and HST studies • Score HST, MSLT, MWT, PSG, SPLIT, and PAP studies • Analyze data that has been acquired during the polysomnographic (sleep) study • Review and train employees on Lab Retriever functions, sleep software, and scoring processes • Perform quality assessments on technologist scoring and acquisitions • Produce comprehensive reports and forward them to the interpreting physician for interpretation • Comply with applicable laws, regulations, guidelines, and standards regarding safety and infection control issues • Other clinical duties as required • Maintain strict confidentiality.

• Deliver outstanding customer support via phone calls, emails and chats; • Handle guest inquiries regarding check-ins/check-outs, accommodation services, amenities, and location-related information; • Build strong and lasting customer relationships; • Keep up with evolving tools and technology; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists.

• Lead the team and develop a high-performing Customer Support organization. • Set and execute the strategy for scaling Customer Support with the business. • Take an AI-first approach to design how AI tooling assists in support. • Own response time, time-to-resolution, and team productivity metrics. • Stand up support engineering as a discipline with direct technical work. • Own bug triage end-to-end and provide real-time reporting on issues. • Partner with Product and Engineering to influence the customer-driven roadmap. • Be the senior escalation point for complex customer situations. • Build a knowledge layer for self-serve resolution and customer education. • Own staffing, capacity, and organizational design to support growth. • Set a culture that is customer-first and technically rigorous.