• 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.

• Troubleshoot and respond to inquiries from our customers, primarily through chat but also over calls • Constantly increase your Mangomint product and industry knowledge so you can provide expert-level answers and support • Collaborate with different teams to identify and resolve technical issues reported by customers • Document and share frequent customer issues and solutions • Provide personalized solutions and preemptive follow-ups to ensure customer satisfaction and retention • Work Monday - Friday 9am-6pm Pacific Time (PT) or Mountain Time (MT)

• Receive and manage a high volume of incoming calls, emails, chats, and service tasks related to workers’ compensation policies • Communicate professionally and effectively with insureds, agents, and underwriting partners • Process and manage workers’ compensation policies, ensuring accuracy, completeness, and timely delivery • Maintain thorough and compliant documentation of all servicing activity • Ensure all servicing activities are completed in accordance with regulatory requirements, carrier guidelines, and internal service standards • Assist callers with claims-related inquiries by providing adjuster contact information and directing them to available resources