• Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels • Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed • Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement • Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom • Respond to PagerDuty alerts and on-call escalations per team protocols • Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics • Participate in team meetings, 1:1s, and cross-functional syncs

• Take inbound calls from either the customer or the restaurant • Make outbound calls to customers or restaurants to follow up on acknowledgement errors • Manage incoming tickets generated from email or text via CRM (customer relationship management portal) • Return calls for any voicemails that a ticket is generated for • Minor troubleshooting product or service problems reported by the customer or the restaurant • Route calls / tickets to appropriate channels if necessary • Facilitate and document accurate correspondence between the restaurant and customers • Miscellaneous clerical duties

• Take inbound calls from either the customer or the restaurant. • Make outbound calls to customers or restaurants to follow up on acknowledgement errors. • Manage incoming tickets generated from email or text via CRM (customer relationship management portal). • Return calls for any voicemails that a ticket is generated for. • Minor troubleshooting product or service problems reported by the customer or the restaurant. • Route calls / tickets to appropriate channels if necessary. • Facilitate and document accurate correspondence between the restaurant and customers • Miscellaneous clerical duties.

Role Description We are seeking enthusiastic and organized individuals to join our remote team as Experience Booking Coordinators. This position focuses on assisting clients with coordinating reservations, managing booking-related details, and helping create seamless service experiences from start to finish. The ideal candidate enjoys working with people, handling logistics, and ensuring every detail is organized accurately while providing outstanding client support. - Assist clients with arranging and confirming reservations and service selections - Research available options and provide information tailored to individual preferences - Review booking details for completeness and accuracy prior to confirmation - Coordinate updates, modifications, and special requests as needed - Communicate with clients regarding confirmations, timelines, and important information - Monitor active bookings and assist with follow-up support when necessary - Maintain organized records and ensure documentation is current and accurate - Participate in company training, educational workshops, and team collaboration activities Qualifications - Strong communication and interpersonal skills - Excellent organizational abilities with attention to detail - Ability to manage multiple responsibilities in a fast-paced environment - Self-motivated and comfortable working remotely - Basic computer knowledge and reliable internet access - Must be 18 years of age or older - Must be legally authorized to work and reside in the United States, United Kingdom, Mexico, Australia, or Spain or other approved regions Requirements - A customer-first mindset - Strong problem-solving and critical-thinking abilities - The ability to adapt to changing priorities - Confidence using digital communication tools - An interest in hospitality, client services, coordination, or travel experiences - A willingness to learn and grow in a supportive environment Benefits - 100% remote work opportunity - Flexible scheduling options - Comprehensive onboarding and training resources - Ongoing support from experienced team members - Professional development opportunities - Performance-based incentives - Access to travel-related benefits and discounts - Positive and collaborative work environment