• Handle inbound and outbound customer interactions via phone, email, and live chat • Provide professional, empathetic, and accurate support across all communication channels • Resolve product, process, and technical issues while maintaining high customer satisfaction • Resolve technical issues, troubleshoot problems, and guide customers through solutions • Provide details about products or services, including specifications, features, and updates • Helping customers navigate through systems, platforms, or services to improve their experience • Addressing customer questions or concerns related to compliance, training, and requirements relevant to our company's operations • Manage all complex contractor name changes and account mergers • Track customer inquiries and feedback to identify trends and improvement opportunities • Proactively monitor customer health and escalate risks as needed • Encourage product adoption by sharing best practices and optimization strategies • Partner with internal teams to resolve escalations and improve the end-to-end customer experience • Accurately document all customer interactions in Salesforce (or CRM) • Maintain detailed case notes, follow-ups, and resolution tracking • Contribute insights to improve processes, knowledge bases, and support workflows

• Field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call-related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• Serve as a primary point of contact for clients • Manage inbound and outbound communications • Resolve inquiries efficiently utilizing web-based tools • Ensure a seamless and positive customer experience • Connect with customers via phone/email/chat/social media • Calmly attempt to resolve and de-escalate issues • Escalate interactions when necessary • Track call related information for auditing and reporting • Upsell if required

• Hire and train all customer care and concierge team members to provide world class service. • Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO. • Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention. • Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards. • Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions. • Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs. • Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention. • Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve. • Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability. • Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies. • Own budgeting, capacity planning, and cost management for the CX organization. • Act as the voice of the customer, influencing cross-functional priorities and product improvements. • Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture. • Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities. • Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time.