• Reporting to the CEO and working in collaboration with the VP of Business Development, deploy the elia application to French- and English-speaking clients • Manage incoming customer tickets in HubSpot and on the elia platform • Track ticket resolutions and follow up with customers • Create tickets for the development team when necessary

• Communicating efficiently and effectively with our customers - we use Intercom conversations to do most of our support, but you'll also be talking to customers via video calls every now and then (webinars etc.) • Owning customer communications and issues from initial contact until resolution, or escalation to the appropriate SME when needed • Becoming an encyclopedia of knowledge about how Swapcard works and what it is capable of for all user types and plans • Being the one responsible, along with the Success team, to ensure that all customers have a great experience with our platform - a crucial part of the role is ensuring we make Swapcard as intuitive, reliable, bug-free and fast as possible • Working directly with Product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions • Continuously identify Help Center content gaps and record knowledge

• Monitor all customer-facing platforms (chat, email, phone, website contact form, etc.) to resolve customer issues and conduct customer outreach as needed. • Work closely with the authentication operations teams to provide support for timely and accurate result delivery. • Collaborate with internal stakeholders, such as Sales, Billing, Product and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner. • Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations. • Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience. • Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value. • Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves. • Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.

• Process new business, renewals, and endorsements and billing transactions according to established department policies and procedures • Communicates and collaborates with internal and external stakeholders in a professional manner when additional information is needed ensuring timely processing • Maintains detailed policy documentation and updates customer information as necessary • Rate endorsements/transactions for multiple lines of business • Develops and maintains positive customer relations and coordinates with various functions within the company • Perform pre-underwriting task for policy transactions based on Company processing procedures and underwriting guidelines or complete preparatory work • Order reports for new business, renewal and endorsements as required such as CLUE, MVR, SOCRECARD, DADS, etc • Maintain acceptable productivity and quality levels established by management • Perform all tasks with direction of supervisor • Performs other duties as assigned • Conforms with all corporate policies and procedures