• 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.

Role Description The Customer Service Representative is responsible for responding to complex consumer inquiries via phone, text, and chat. The Representative will provide information, support, and guidance to consumers. - Our contact centre provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer. - We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). - Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed. - This is a high-volume call centre position with an assigned shift time serving as your regular work schedule. - You must adhere to your assigned work schedule and complete each shift in its entirety. - While this position is remote, it is not a flexible position where you can adjust your own schedule. - Candidates must be able to work with multiple systems and communication channels at the same time. - Attention to detail is critical as many of our cases are not first contact resolution. - All contact information and notes must be complete to allow another representative to move the case forward. - Consumer contact with our call centre is regularly audited for Quality Assurance (QA), product knowledge, and case coding. - Our training process is intense and requires self-discipline. - The first couple of days requires independent reading to understand the team setup and our client's website and pricing. - New representatives will participate in remote training on our systems, SOPs, and product training. - The more time you put into training, the more successful you will be. Qualifications - Ability to troubleshoot any issues related to the consumer product. - Provide product information and make recommendations based on consumer’s needs. - Effectively handle quality complaints, adverse events, and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. - Continually maintain working knowledge of all company products, services, and promotions. - Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards. Requirements - Must be able to work with multiple systems and communication channels simultaneously. - Attention to detail is critical. - Must adhere to assigned work schedule and complete each shift in its entirety. Benefits - Equipment provided for remote work. - Supportive training process. Company Description We are committed to building a diverse and inclusive team. We believe that diverse perspectives drive innovation and create a vibrant workplace where everyone can thrive. We encourage applications from all qualified individuals, including visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.

• Own each customer interaction from start to finish, ensuring clarity, care, and confidence. • Resolve issues with empathy, turning challenges into positive experiences. • Navigate tools efficiently while keeping the human touch. • Share insights and recurring patterns to help improve the experience. • Become a product expert to guide customers authentically.