Role Description We’re hiring a Customer Service & Operations Assistant to be the connective tissue between our supply chain, our 3PL partners, and our customers. You’ll spend roughly 60 - 70% of your time in operations (order flow, 3PL coordination, inventory, process improvement) and 30 - 40% in the customer service queue, surfacing patterns back into operational fixes. We’re not looking for someone to just keep the lights on. We want someone who sees friction in a process and rebuilds it, kills the root cause of repeating CS tickets, and turns a return request into a saved sale when the opportunity is there. Qualifications - 3+ years in operations, logistics, fulfillment, or e-commerce coordination (DTC or 3PL a strong plus) - Hands-on Shopify or e-commerce platform experience (managing orders, products, inventory, basic store admin) - CS queue experience with a professional tone under pressure - Comfortable juggling an inbound container issue, a CS escalation, and an inventory reconciliation in the same hour - Reliable and self-directed in a remote environment - Genuine curiosity about our products: how they’re built and used - Comfort across Shopify, a help desk platform (Gorgias, Zendesk, Commslayer, Re:amaze), spreadsheets, and 3PL portals - Strong written communication and a bias toward documenting the work, not just doing it Requirements - Order flow & 3PL coordination: Monitor daily order flow across US, Canadian, and UK 3PLs; catch stuck orders and exceptions before they become customer issues. Liaise with 3PLs on damaged inbound units, fulfillment errors, returns, and special projects. - Inbound & inventory: Coordinate inbound shipments and receiving; track containers, follow up on discrepancies, and keep inventory records clean. Maintain accurate inventory data, flag low-stock SKUs, and partner on reorder timing. - Process improvement & reporting: Improve SOPs, automate manual work, and pull operational reports (shipping SLAs, return rates) to surface anomalies. - Customer service tickets: Work tickets in Commslayer alongside the CS team: WISMOs, address changes, refunds, replacements, returns, warranty claims. - Returns reduction: Offer the right solution (education, sizing, replacement part, alternative SKU) instead of defaulting to a refund. - Operations admin: Reconcile credit notes, invoice and process sales orders, and keep accounting and inventory systems clean. - Support automation: Improve Commslayer automation: canned responses, macros, AI agent training, KB content, routing rules. Benefits - Flexible, remote-first work environment - Competitive compensation ($1300 - $1600 USD/month) - Performance-based bonus pay

• Answer telephone inquiries in a pleasant, professional, and efficient manner assuring exceptional customer service. • Document all incoming calls and dialogue in the claims adjudication software. • Educate clients on plan policies, benefits, and procedures. • Resolve client drug benefit concerns of a medical, financial, or technological nature. • Initiate and facilitate prior authorization requests. • Make outbound calls to pharmacies and plans to facilitate completion of JIRA tickets. • Review after hours calls log-complete any follow up as needed. • Submit JIRA tickets for compound prescriptions. • Submit JIRA tickets to resolve NDC issues (pricing issues, missing NDCs). • Stay current on plan and benefit structures, pharmacological updates, and Medicare Part D guidelines. • Accept other duties as assigned; including but not limited to direct member reimbursement, processing, manual claims, reporting, and researching rejected claims. • Ensures that HIPAA guidelines are followed in every communication with clients.

Role Description As a member of the Customer Experience Strategy team, within the Customer & Partner organization, this role will focus on advancing our goal of delivering exceptional experience across the customers’ end-to-end journey. You will drive Customer Experience transformation initiatives by bringing the voice of the customer into the organization through strategic initiatives, engaging communications, and culture activation activities. What you get to do in this role: - Work on critical strategic initiatives that make a meaningful impact on the customer experience - Translate customer experience data into a concise, compelling call to action - Develop and manage an employee engagement program that effectively shares customer experience insights and strategic improvements through multiple mediums (written publications, podcasts, live events, etc.) - Partner cross-functionally to develop and execute culture change plans that engage employees and put the customer at the center of everything we do - Manage culture-building initiatives with diverse audiences, including workshop facilitation and employee recognition and engagement programs - Identify emergent needs and innovative approaches to drive thought leadership and improve the end-to-end customer experience - Provide program enablement and curate and maintain key information assets to democratize insights Qualifications - 6+ years of work experience, preferably in customer experience, strategy consulting, and/or communications strategy roles - Comfortable in business and technical discussions - Experience building trusting relationships (incl. executive audiences) - Enjoys multi-tasking in a fast-paced environment - Mastery of communications strategies and approaches for diverse internal and external audiences - Effective communicator, verbally and in writing, with experience in effective storytelling techniques through various mediums - Strong project management skills and ability to maintain strategic focus Requirements - Bachelor’s degree with strong academic performance Benefits - Base pay of $176,700 - $309,200, plus equity (when applicable), variable/incentive compensation and benefits - Health plans, including flexible spending accounts - 401(k) Plan with company match - Employee Stock Purchase Plan (ESPP) - Matching donations - Flexible time away plan - Family leave programs

• Service agent inquiries including basic to moderately complex software questions and issues. • Use information provided by the agent, and defined processes and procedures to triage potential issues and provide solutions or education in the process. • Document issues and work with subject matter experts on resolutions. • Serve as the main point of contact with the agent and be responsible for following up with resolutions. • Escalate more complex issues to others as needed. • Provide guidance and solutions to resolve field issues with sales technology tools. • Respond to emails that are received in the technical support queues. • Identify and escalate software issues to subject matter experts and IT partners. • Strive to provide exceptional customer service to agents as well as other company employees.