• Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency. • Use next‑issue avoidance techniques in every interaction: • Ask clarifying questions to fully understand context. • Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies). • Direct customers to self‑service tools and help content to reduce repeat contacts. • Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes. • Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers. • When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer achieve their goals. • Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs. • Complete all onboarding, product, process, and refresher training on time. • Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights. • Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change. • Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA. • Act on QA and coaching feedback to continuously improve. • Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners. • Support cross‑training efforts, including rotating to new products or channels as business needs evolve.

• Monitor Customer Happiness Operations • Support AI & Automation Quality • Investigate Operational Issues • Help Keep Customer Happiness Running Smoothly

• Creator communication. You're the daily point of contact for creators across email, DMs, and Slack. • Content review & quality assurance. You review creator submissions to confirm they meet FTC guidelines, campaign requirements, and platform standards (TikTok, Instagram). • Creator retention & growth. You spot when a creator is at risk (missed deadlines, compensation confusion, low engagement) and you move first. • Operational coordination. You work across Billing, Fulfillment, Product, Communications. • Process improvement. You identify where the system breaks.

• Support Level 1 IT/HR Helpdesk with experience in troubleshooting basic queries. Act as Subject Matter Expert for the day-to-day operations. • Excellent knowledge in Zoho Absence Management / Zendesk or Service Now IT Ticket Triaging • Understanding of employee life cycle processes such as data management, time and expense management, transfers, change requests, employment certification. • Organize and maintain employee records via our proprietary Platform: input, update and maintain customer & professional personal data, process various forms related to documenting human resources activities such as new hire, change of status, benefits, terminations, etc. • Benefits administration on behalf of customers & professionals • Communicate effectively both verbally and in written form with professionals and our customers to explain and resolve queries and concerns (via email, phone and other means of communication) • Communicate and liaise with G-P partners/vendors, including insurance vendors, local service providers, pension providers. • Coordinate with internal Centers of Excellence including IT, Finance, Payroll, Billing, Customer Success Manager, and Sales Support. • Coordinate with external stakeholders including Regional local service provider (LSP) and Local Payroll provider (LPP). • Assist with payroll preparation by providing relevant data, like absences, bonus and leaves. • Carry out audits and checks on data changes to ensure accurate and timely payment for the professionals. • Participate in the continuous improvement of HR processes and assist in maintaining standard operating procedures and policies up to date. • Support with company-wide initiatives and projects • Maintain, manage and regularly audit all electronic personnel files. • Support with review and renewal of company policies, and compliance • Assist with investigations in response to professional complaints.