• Be the front line of the Client Support Team • Answer inbound support inquiries • Engage with clients via ticketing system • Ticket Resolution • Respond to and resolve inbound partner support tickets. • Respond to and resolve inbound merchant support tickets. • Triage, document, and escalate tickets to internal teams as necessary. • Maintain SLAs and track status of all assigned tickets. • Maintain customer records and changes. • Contribute to external communication library • Identify common issues and collaborate with teams for resolution • Work closely with CSMs to ensure seamless handoffs and shared context • Work closely with Engineers/Technical Support teams • Work closely with Onboarding/Risk/Compliance

• Build and manage a team of 5-10 Client Support Associates handling tier 1 merchant and partner inquiries • Develop training programs for new hires and ongoing skill development for existing team members and train utilizing developed material • Conduct quality assurance reviews of ticket responses and customer interactions to maintain service excellence and identify areas of improvement for agents and the team • Coach and mentor team members through 1:1s, performance feedback, and skill development plans • Monitor team performance against SLA targets (first response time, resolution time, average handle time, one touch resolutions, CSAT, QA) • Manage ticket queues and channels and own staffing decisions to ensure proper resources allocation for timely responses during hours of operations and peak periods across channels • Determine escalation routing rules to direct which tickets need PSM or Technical Support involvement or any other cross-functional collaboration • Create and maintain response templates, knowledge base articles, and support playbooks • Handle support tickets alongside your team to stay connected to customer needs • Manage complex escalations that require additional expertise or judgment • Serve as the escalation point for difficult customer situations requiring leadership involvement • Respond to client inquiries during high-volume periods or urgent situations • Establish quality standards for ticket documentation, response tone, and resolution thoroughness • Identify recurring issues and collaborate with Product, Engineering, and CS Operations to address root causes • Track and report on support metrics - ticket volume trends, resolution rates, customer satisfaction, team performance • Drive continuous improvement of support processes, workflows, and efficiency • Collaborate with CS Operations to identify, prioritize, design and implement automation opportunities and AI-powered support tools • Maintain SLA compliance across all ticket types and priority levels • Partner with Partner Success Managers to ensure seamless handoffs for strategic partner issues • Work closely with Technical Support on technical escalations requiring deeper expertise • Coordinate with Risk, Compliance, and Onboarding teams on merchant account issues • Provide insights to leadership on support trends, customer pain points, and resource needs

• Acts as the primary point of contact for Sponsor/CRO and Principal Investigator/site communications regarding submissions • Conducts thorough administrative reviews of submissions, liaising with study and site personnel to address any missing information or issues to ensure timely completion • Documents and adheres to client requirements, including organizational and protocol notes • Provides proactive support to the team by assisting with task reassignments and managing documentation for foreign language translations • Maintains a high level of accuracy and attention to detail, collaborating with the quality control team to minimize errors • Ensures timely completion of tasks within expected turnaround times and promptly responds to customer inquiries within 24 hours • Escalates customer or timeline issues to direct supervisors as needed and participates in process improvement initiatives • Attends conferences and workshops, and completes assigned trainings promptly • Processes various items starting from MODs with minimal ICF impact, progressing to MODs with greater ICF impact, and handling PROs/SSUs/clients upon promotion to CSC II

• Serve as a primary point of contact for client inquiries and updates • Coordinate schedules, confirmations, and workflow timelines • Track client requests and ensure all details are handled accurately • Maintain organized documentation and digital records • Provide proactive follow-ups to ensure a smooth and professional experience • Apply established systems and tools to maintain service standards