Role Description You'll work with consumers to resolve past-due accounts while providing a positive, solutions-based experience. - Handle inbound and outbound calls regarding account balances and payment solutions - Clearly explain account details while following compliance guidelines - Negotiate and set up payment arrangements within approved parameters - Document all account activity accurately in internal systems - Resolve questions, disputes, and requests in a timely manner - Maintain call quality, productivity, and performance expectations - Follow all company policies and applicable state/federal regulations (including FDCPA and related compliance standards) Qualifications - Strong communication skills; comfortable on the phone and professional under pressure - Customer service mindset with the ability to be firm, fair, and respectful - Basic computer skills and ability to navigate multiple systems/screens - Strong attention to detail and documentation habits - Ability to handle sensitive conversations and maintain confidentiality - Reliable attendance and punctuality Requirements - 6+ months experience in customer service, call center, collections, or financial services (preferred, not required) - Bilingual skills a plus (preferred, not required) Benefits - Work-from-home option after training (typically around 45 days) - Benefits package available: Medical, dental, vision, 401(k), and PTO - Paid training provided - Growth & advancement opportunities to develop and move up

• Supervise and lead a team of Customer Care and Sales Advisors, providing coaching, guidance, training, and ongoing support. • Foster a positive, collaborative, and customer-focused work environment. • Schedule and organize team coverage to support business needs and maintain service levels during peak times. • Conduct regular performance discussions, coaching sessions, and development planning. • Support hiring, onboarding, and training initiatives for new associates. • Oversee daily customer care and retention operations to ensure efficient and high-quality service delivery. • Support advisors in handling customer inquiries related to billing, scheduling, product changes, disconnect requests, and service concerns. • Assist with escalated customer interactions, ensuring prompt, professional, and satisfactory resolution. • Monitor adherence to company policies, procedures, scripts, and customer experience standards. • Reinforce retention and sales strategies that demonstrate the value of Sparklight products and services. • Monitor key performance indicators (KPIs), including customer satisfaction, response times, retention results, quality assurance scores, and sales performance metrics. • Analyze trends and identify opportunities for coaching and operational improvement. • Provide regular reporting and performance updates to leadership. • Ensure team members meet or exceed established service, retention, and sales goals. • Train and mentor associates on customer care procedures, retention methodologies, product knowledge, systems, and sales techniques. • Conduct ongoing training sessions to support continuous learning and process updates. • Promote best practices in customer communication, active listening, empathy, and problem-solving. • Encourage career growth and professional development within the team. • Collaborate with leadership and cross-functional teams to identify opportunities to improve workflows and customer experiences. • Assist in implementing strategies that improve operational efficiency, customer retention, and service consistency. • Collect and evaluate customer feedback to identify trends and recommend improvements. • Promote a customer-first culture that strengthens relationships and builds customer loyalty.

• Du führst Demo-Calls durch, in denen du aktiv zuhörst, die Bedürfnisse unserer Kund:innen im E-Commerce - und SaaS-Bereich verstehst und passende Lösungen ableitest • Du bearbeitest eigenverantwortlich Support-Tickets und findest schnelle, kundenorientierte Lösungen • Du arbeitest eng mit unserem Onboarding- & Automation-Team zusammen, um Kundenzufriedenheit sicherzustellen und unsere Lösungen stetig weiterzuentwickeln • Du erstellst eigenständig Content wie Blogartikel, Templates oder Hilfeseiten und unterstützt aktiv bei der Umsetzung unserer KI- & Content-Strategie.

Role Description We are currently seeking motivated and detail-oriented individuals to join our team as Travel Support Associate. In this role, you will provide support to clients by assisting with travel-related inquiries, coordinating booking details, and helping ensure a smooth and organized experience from planning through completion. This is a fully remote opportunity with flexible scheduling, making it ideal for individuals looking to work from home while building valuable skills in a supportive environment. No prior experience is required—training and ongoing support are provided. What You'll Do: - Assist clients with travel-related questions and support needs - Help coordinate and manage bookings for flights, hotels, cruises, and vacation packages - Organize and review travel details to ensure accuracy - Support itinerary creation and updates based on client preferences - Communicate with clients via email and online platforms - Assist with changes, updates, and general travel support requests - Maintain accurate and organized client records - Stay informed on travel options, availability, and current promotions Qualifications - Strong communication and customer service skills - Organized and detail-oriented with the ability to multitask - Self-motivated and able to work independently - Comfortable using online systems and basic technology - Positive attitude and willingness to learn - Interest in travel and planning is a plus Benefits - 100% remote, work-from-home flexibility - Flexible schedule (part-time or full-time options) - Step-by-step training and onboarding provided - Ongoing mentorship and team support - Access to travel-related resources and industry tools - Opportunity for growth and advancement Requirements - Must be authorized to work in the US, UK, Australia, LATAM, or Spain - Must have reliable internet and a computer (and/or a smart device).