• Customer Service Representatives field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Fluent in English and Spanish. • Handle and carefully respond to all customer inquiries. • Provide excellent customer service through active listening. • Work with confidential customer information and treat it sensitively. • Aim to resolve issues on the first call by being proactive. • Appropriately communicate with customers. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Track all call related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• You’ll be the first line of defense for customers who depend on Poll Everywhere in high-stakes moments. You’ll resolve complex issues efficiently and in a way that builds lasting customer confidence. • Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth • Own issues end-to-end, from initial triage through root cause identification and resolution • Troubleshoot live and time-sensitive situations, including screen shares and real-time escalations • Explain solutions in plain language so customers can resolve similar issues independently in the future • Identify patterns in repeat tickets and work to reduce their recurrence through documentation or education • Surface product gaps, friction points, and customer usage trends to internal teams • Help customers get more out of the product by building scalable learning resources — reducing their reliance on the Support team over time. • Create onboarding guides and how-to resources that help new customers ramp up with fewer questions • Develop training content around common workflows (the “how do I…” questions we hear most) • Teach — not just how features work, but when and why to use them for maximum impact • Run live trainings and webinars and repurpose them into reusable content • Use support ticket trends to prioritize what content to build next • Gather feedback on training effectiveness and iterate regularly • Reduce friction across the customer journey by building resources that help both customers and internal teammates succeed. • Turn complex setup flows (LMS integrations, SSO, third-party tools) into clear, step-by-step guides • Document solutions to recurring issues so institutional knowledge doesn’t get lost • Improve existing help documentation based on where customers consistently get stuck • Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently • Share real customer examples and best practices across teams • Audit existing resources regularly — refine what works, retire what doesn’t.

• Deliver polished, professional service via phone, email, and chat • Assist customers with travel-related, lifestyle loyalty program needs including guiding customers on how to get the most of their travel benefits • Book and manage customized travel for flights, hotels, and car rentals using GDS systems • Support members with cancellations, re-bookings, unexpected travel disruptions, and planning complex travel itineraries • The goal of this role is to provide professional, seamless customer experience with every interaction.

• Oversee the customer support department's operations, ensuring that the team provides the highest level of service to our customers. • Manage a team of customer support representatives supporting Practice Better's growing practitioner base. • Handle 4,000+ monthly inquiries across email and calls, supporting both practitioners (nutritionists, coaches, therapists) and their clients. • Develop and implement customer service policies and procedures. • Work closely with other departments to resolve customer issues efficiently and effectively. • Transition into the role as a Team Lead with direct support from the Senior Manager of Customer Support for the first 90 days. • Lead, coach, and develop the Customer Support team through hiring, training, regular 1:1s, clear and actionable feedback, and performance conversations that drive growth and accountability. • Foster a culture of psychological safety, trust, and empathy. • Manage daily operations of support queues to ensure timely, high-quality support. • Develop and implement Customer Support policies, procedures, and standards to improve customer satisfaction, efficiency, and consistency.