• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. • Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. • Ensure operational stability, consistency, and quality across all customer touchpoints. • Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches. • Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. • Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies). • Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics). • Drive efficiency, cost optimization, and improved response times through smart automation and tooling. • Stay ahead of CX and AI trends in health, beauty, and eCommerce. • Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact). • Establish a scalable quality management framework in partnership with the Customer Service Manager. • Use data and insights to identify root causes, trends, and opportunities for continuous improvement. • Ensure consistent performance reporting and executive-level visibility. • Own forecasting, capacity planning, and channel mix strategy across all support channels. • Optimize staffing models to support seasonality, promotions, product launches, and rapid growth. • Partner with Finance and Operations on budgeting, vendor strategy, and cost management. • Partner closely with Sales, Marketing, Product, Operations, IT, and Finance to deliver seamless, end-to-end customer experiences. • Act as the customer voice in product launches, promotions, policy changes, and operational decisions. • Drive alignment between Customer Support and broader company initiatives. • Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure. • Influence, mentor, and guide senior support leaders without direct frontline management. • Build scalable frameworks that empower teams to succeed as the organization grows.

• Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations. • Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams. • Ensure operational stability, consistency, and quality across all customer touchpoints. • Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths. • Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows. • Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies). • Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics). • Drive efficiency, cost optimization, and improved response times through smart automation and tooling. • Stay ahead of CX and AI trends in health, beauty, and eCommerce. • Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact). • Establish a scalable quality management framework in partnership with the Customer Service Manager. • Use data and insights to identify root causes, trends, and opportunities for continuous improvement. • Ensure consistent performance reporting and executive-level visibility. • Own forecasting, capacity planning, and channel mix strategy across all support channels. • Optimize staffing models to support seasonality, promotions, product launches, and rapid growth. • Partner with Finance and Operations on budgeting, vendor strategy, and cost management. • Act as the customer voice in product launches, promotions, policy changes, and operational decisions. • Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure. • Influence, mentor, and guide senior support leaders without direct frontline management. • Build scalable frameworks that empower teams to succeed as the organization grows. • Report directly to the Director of Customer Experience.

• You’ll be the face of Insider One to our clients! You’ll be the bridge between their needs and our technology. • Help our clients understand their needs and which of our features and products best match their goals and expectations. • Make sure our clients are utilizing our technology at its best so that we can fully provide them our world-class service. • You’ll monitor and facilitate the customer's adoption of our technology. • Work with our data-geeks (a.k.a. engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary. • Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization. • Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client. • Establish a trusted advisor relationship that ensures our customer's overall satisfaction with our services and technology. • Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues. Bring new product ideas to the table!

• You’ll be the face of Insider One to our clients! You’ll be the bridge between their needs and our technology. • Help our clients understand their needs and which of our features and products best match their goals and expectations. • Make sure our clients are utilizing our technology at their best so that we can fully provide them with our world-class service. You’ll monitor and facilitate the customer's adoption of our technology. • Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary. • Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization. • Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client. • Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology. • Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues. • Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap.