• 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.

• Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples • Communicate test status per protocol to respective customers • Resend and/or request the resending of issued test results • Schedule requests for mobile phlebotomy • Support and/or triage respective customer technical issues • Triage and/or schedule clinical inquiries to/for Genetic Counseling staff • Support Sales team processing various account requests • Respond promptly to internal and external customer inquiries and complaints • Obtain and evaluate all relevant information to handle inquiries and complaints • Perform customer verifications • Direct or escalate requests and unresolvable issues as needed • Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups • Familiarity with all genetic tests performed by Natera • Assists with mentoring and training new employees • Must maintain a current status on Natera training requirements

• Player-coach for insurance, applying deep insurance knowledge to your own work and your coaching of Specialists • Carry a personal ticket load to stay current on workflows, system changes, and customer pain points • Coach 4–6 Specialists using AI QA outputs — review flagged interactions, deliver weekly 1:1 feedback, and document coaching plans • Own real-time queue and WFM adherence for the shift: monitor service levels, redirect staffing, and manage intraday escalations • Handle escalations and de-escalations that exceed Specialist authority • Run team huddles, deliver process and product updates, and reinforce compliance and quality standards • Partner with Manager on performance improvement plans • Identify training gaps and partner with Manager and Training on implementation and reinforcement • Support hiring — interview candidates and onboard new hires within the team

• Respond promptly and professionally to guest and landlord inquiries via email, chat, and phone — in both French and English. • Guide guests through the reservation, check-in, and check-out processes using our PMS tools. • Investigate and resolve issues quickly while maintaining a calm, empathetic, solution-focused approach. • Accurately document interactions, feedback, and resolutions to help improve service quality. • Work closely with Operations and Tech to identify recurring issues, propose improvements, and optimize the user experience. • Identify opportunities to enhance stays or strengthen long-term relationships with landlords and guests.