• Support the development and execution of customer journey and lifecycle marketing strategies across key stages, including growth, onboarding, engagement, renewal, retention, and advocacy. Identify opportunities to improve the customer experience through better timing, messaging, segmentation, and coordination across touchpoints. • Build, manage, and optimize customer-facing campaigns, nurture programs, and communications that support customer engagement, education, retention, and long-term partnership success. Maintain marketing plans, timelines, content needs, campaign calendars, tactical execution plans, and readiness documentation. • Partner cross-functionally with Growth, Sales, Field Operations, Market Leadership, Product, Customer Success, Marketing Operations, and BI to ensure customer communications are aligned, timely, and connected to business priorities. Represent Customer Experience Marketing on cross-functional projects and workstreams. • Support advocacy and customer engagement programs, including customer introductions, references, testimonials, ambassadors, peer learning, and other programs that activate engaged customers and contribute to growth, retention, and customer loyalty. • Establish, track, and report on key performance indicators across customer experience marketing programs, including engagement, conversion, participation, campaign performance, and retention-related metrics. Use insights to improve campaigns, workflows, and future planning.

• Own the L2/L3 escalation boundary: define routing criteria, review escalation quality, and drive down unnecessary L3 load without increasing customer time-to-resolution. • Maintain and improve escalation intake workflows including triage standards, ticket hygiene, and handoff artifacts for engineering partners. • Track escalation health metrics and report on trends to engineering leadership; identify capacity risks in eng teams before they become bottlenecks. • Run escalation retrospectives to close the loop on resolution patterns and feed signal back into product and documentation. • Manage, coach, support and develop the AMER Technical Support Engineering team, with direct attention to technical depth and debugging rigor. • Operate career leveling frameworks for IC growth (L1 through L6); hold bar on promotions and ensure growth plans are actionable. • Coordinate AMER handoffs with APAC and EMEA peer managers to maintain follow-the-sun coverage quality: clear ownership at every handoff, with uninterrupted SLA performance. • Identify and close skill gaps proactively, particularly in Linux fundamentals, container security, and Kubernetes ecosystems. • Own the support tooling stack including ticketing systems, AI-assisted triage, and deflection tooling. • Partner with engineering to build and maintain LLM-assisted workflows for escalation intake, ticket quality review, and knowledge retrieval. • Drive adoption of AI tooling across the team; know where automation adds leverage and where it introduces risk. • Use support data to surface product quality signals and operational trends to engineering and product leadership. • Serve as the primary interface between Technical Support Engineering and product engineering teams for escalated issues. • Maintain a functional relationship with Customer Success and GTM without allowing those teams to define support quality standards or escalation criteria. • Contribute to product feedback loops through reproducible, well-scoped bug reports and actionable pattern analysis.

Role Description Seasonal staff September 2026 thru April 2027 - Full time: Monday through Friday - Non-exempt - Receives inbound participant phone calls and provides appropriate customer service support in accordance with program guidelines. - Utilizes authorized computer systems to gather and confirm information prompted by incoming calls. - Provides rapid, efficient, and accurate customer service in a professional manner for extended periods of time. - Receives, comprehends, provides, and responds to routine informational inquiries and service requests through various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet. - Provides both inbound and outbound call center support for customer inquiries. - Researches and resolves complaints to ensure customer retention and satisfaction. - Tracks the questions and answers in the call center system. - Updates or checks customer benefits statuses. - Answers benefits questions. - Provides information and solutions in response to inquiries pertaining to products, services, and customer complaints. - Accesses databases to retrieve and record information into the call center system. - Reports to a supervisor. Qualifications - Minimum of one year of incoming call center experience is required. - Telework experience preferred. - Must possess valid REAL ID. - Must live in Cleveland/Euclid, Ohio area. - Authorized to work in the U.S. - Public Trust clearance required to successfully obtain the position (the process will be completed with Oxford Government Consulting prior to hire). - High school diploma or equivalent. - Demonstrated verbal and written proficiency in the English language. - Experience working in an office setting answering telephones, including demonstrated keyboard skills. - Ability to facilitate clear and accurate exchange of information with callers. - Outstanding customer service skills. - High keystrokes per hour. - Strong computer skills. - Possesses an understanding of general aspects of the job. - Excellent judgment and use of discretion; trustworthiness with sensitive information is paramount. - Must be able to work all shift schedules. - Working overtime and on weekends may be required. - Repetitive motion may be required. - Must work well with coworkers and managers. - Must be able to monitor email account daily. - Must be able to work at computers for long periods of time. - Ability to adapt to change and varying work priorities upon short notice. Benefits - Oxford provides a robust benefits package. - Employer pays majority of employee medical insurance premiums OR payment of $5.09/hour in lieu of medical insurance benefits. - Medical insurance - Dental insurance - Vision insurance - Short-term disability insurance - Accident insurance - Universal life insurance with long-term care - Paid time off - Paid sick leave - 11 paid government holidays per year - Matching 401(k) savings

• Respond to customer inquiries via phone, email, chat, and other communication channels. • Resolve customer complaints and provide appropriate solutions within defined timelines. • Maintain accurate records of customer interactions and follow-up actions. • Coordinate with internal teams to address customer concerns and ensure timely resolution. • Deliver a high level of customer satisfaction through professional and empathetic communication. • Meet quality and productivity benchmarks set by the organization.