Role Description As a Customer Support Specialist, reporting to the Director of Customer Success, you will support customers utilizing the ember platform and in-vehicle devices. You will work closely with customers across multiple communication channels including our support portal, email, and other emerging channels, to investigate, troubleshoot, and resolve technical and operational issues. This role requires a strong communicator and problem solver who thrives in a fast-paced environment and is passionate about delivering a world-class customer experience. Day-to-Day Responsibilities - Respond to customer issues and inquiries based on priority and impact - Troubleshoot software, hardware, payment, and operational issues related to ember devices - Maintain accurate ticket and case documentation, including troubleshooting and resolution steps - Escalate complex issues to development or technical teams as appropriate - Create and maintain internal and customer-facing knowledge base articles and documentation - Collaborate cross-functionally with support, operations, product, and dev teams - Assist with device staging, logistics, and operational support when required Qualifications - Strong verbal and written communication skills in both English and French - Excellent problem-solving and troubleshooting abilities - Organized with strong attention to detail - Ability to prioritize tasks and manage time effectively - Comfortable with learning new technologies and systems - Customer-focused mindset with a positive and professional attitude - Experience with customer support, helpdesk, or ticketing systems is considered an asset - Familiarity with Stripe, Android tablets, or mobile device management platforms is considered an asset - Ability to adapt and contribute in a fast-paced environment

• Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation • Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures • Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives • Develop and execute action plans to improve customer experience, operational performance, and team effectiveness • Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes • Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences • Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs • Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs • Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges • Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans • Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives • Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations • Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery • Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action • Regularly communicate operational results, challenges, and action plans to leadership

• Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation • Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures • Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships • Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes • Develop and execute action plans to improve customer experience, operational performance, and team effectiveness • Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution • Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs • Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions • Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs • Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience • Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives • Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans • Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution • Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action • Regularly communicate operational results, customer risks, challenges, and action plans to leadership • Other duties as assigned

Role Description - Einsatz und Administration von Claude Cowork zur Automatisierung von Datei- und Aufgabenmanagement im Unternehmensalltag - Entwicklung und Pflege von Code-Projekten mit Claude Code (agentenbasierte Softwareentwicklung über die Kommandozeile) - Konzeption und Umsetzung von KI-gestützten Workflows für interne Teams - Integration von Claude-Tools in bestehende Systeme und Prozesse - Schulung und Unterstützung von Kolleginnen und Kollegen im Umgang mit KI-Werkzeugen - Evaluierung neuer KI-Funktionen und -Modelle sowie Ableitung von Handlungsempfehlungen - Prompt Engineering und Optimierung von KI-Anwendungsfällen im Unternehmen Qualifications - Sehr gute praktische Kenntnisse in Claude Cowork und Claude Code - Fundiertes Verständnis der Anthropic Claude Modellpalette (Claude Opus, Sonnet, Haiku) - Erfahrung im Umgang mit der Anthropic API und Prompt Engineering - Erfahrung mit agentenbasierter KI und automatisierten Workflows Requirements - Ausgeprägte Affinität für neue Technologien und digitale Innovation - Selbstständige, strukturierte und lösungsorientierte Arbeitsweise - Kommunikationsstärke und Freude daran, Wissen im Team zu teilen - Hohe Lernbereitschaft in einem sich schnell entwickelnden Fachgebiet Benefits - 100 % Remote – arbeite von überall - Spannende Aufgaben an der Spitze der KI-Entwicklung - Flexible Arbeitszeiten in einem herzlichen, werteorientierten Unternehmen - Zugang zu den neuesten KI-Tools und kontinuierliche Weiterbildung - Flache Hierarchien und kurze Entscheidungswege - Ein sinnstiftendes Arbeitsumfeld bei Nature Heart