Role Description We are looking for a Support Self-Serve Team Lead to own and grow the self-serve support experience for Provet, our cloud-based veterinary practice management workspace. This is a new, business-critical role focused on reducing the number of tickets reaching our support agents by helping customers find answers themselves, quickly and confidently. You will lead the channels that make this possible – our AI support chatbot, in-app product help, and help centre documentation – and bring them together into one coherent self-serve strategy. You will use data on ticket drivers to decide where to invest, create and curate content that resolves issues before they become tickets, and continuously improve how customers get help inside the product. You will report to the Head of Support and work closely with frontline support, Product, Engineering, Customer Success, and Technical Writing. This is a remote-based role working primarily 9:00–5:00pm GMT, with flexibility required to support a global customer base and distributed team, including occasional early or late meetings. Your key responsibilities include: - In-app product help: - Lead the design and upkeep of in-app guidance, including contextual help, tooltips, and onboarding flows that help customers self-serve at the point of need. - Partner with Product and Engineering to surface the right help in the right place, reducing the need for customers to contact support. - Test and iterate on in-app help based on usage data and customer feedback. - Knowledge base and documentation: - Own the strategy, quality, and coverage of the help centre and support documentation. - Create, edit, and maintain clear, accurate, customer-friendly articles, working with Technical Writing and subject-matter experts. - Keep content current as the product evolves and ensure it is easy to find and search. - Strategy, data, and leadership: - Use ticket and conversation data to identify the top drivers of inbound support contacts and prioritise self-serve improvements that remove them. - Set, track, and report on ticket-deflection targets and the impact of self-serve on support volume. - Lead, coach, and develop a small team across chatbot, in-app help, and documentation. - Report to the Head of Support with regular updates on deflection performance, content health, and opportunities. - Champion a self-serve-first mindset across the wider support and product organisation. - AI support chatbot: - Own the AI support chatbot end to end – its knowledge sources, tuning, tone, and escalation paths to human agents. - Monitor chatbot conversations to identify gaps, incorrect answers, and unanswered questions, then close those gaps with new or improved content. - Track and grow the chatbot's deflection and resolution rate while protecting customer experience and trust. Qualifications - Experience owning or contributing to self-serve support channels – knowledge bases, help centres, AI chatbots, or in-app help – in a SaaS or technology environment. - A track record of reducing support volume or improving deflection through content, automation, or product changes. - Experience leading or mentoring a team, or a strong desire to step into your first leadership role. - Excellent written communication skills, with the ability to explain technical topics in a clear, customer-friendly way. - Comfort working with data to identify ticket drivers and measure impact. - Familiarity with AI chatbot or conversational support tooling, and an interest in how AI can improve customer support. - Comfort working with distributed, global teams and flexibility around working hours when required. Benefits - The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare. - Competitive compensation and benefits. - Learning and professional growth opportunities. - The tools you need, and enjoy using. - Frequent company events and talented colleagues from around the world. Recruitment Fraud Alert Nordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. name.surname@nordhealth.com or careers@nordhealth.com). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at careers@nordhealth.com. Your safety and trust are very important to us!

Role Description We are currently seeking organized and detail-oriented individuals to join our team as Remote Travel Support Coordinator. In this role, you will assist with organizing, managing, and coordinating travel plans while ensuring all booking and itinerary details are accurate and seamless for clients. This is a fully remote opportunity with flexible scheduling, making it ideal for individuals looking to work from home in a structured, supportive environment. No prior experience is required—training and ongoing support are provided. - Create and organize client itineraries based on travel preferences and schedules - Coordinate bookings for flights, hotels, cruises, and vacation packages - Review and confirm all travel details for accuracy - Assist with updates, changes, and itinerary adjustments as needed - Communicate with clients via email and online platforms - Maintain organized records of bookings and itinerary information - Stay up to date on travel options, availability, and current promotions Qualifications - Strong attention to detail and organizational skills - Ability to manage multiple tasks and timelines - Clear and professional communication skills - Self-motivated with the ability to work independently - Comfortable using online systems and basic technology - Willingness to learn and follow training provided Requirements - Must have access to a computer and reliable internet - Must be authorized to work in the US, UK, Australia, LATAM, or Spain Benefits - 100% remote, work-from-home flexibility - Flexible schedule (part-time or full-time options) - Step-by-step training and onboarding - Ongoing mentorship and team support - Access to travel-related perks and resources - Opportunity for growth and advancement

Role Description As a Customer Service Phone Agent, you will serve as a trusted voice of Wild Pastures, helping customers navigate their health and wellness journey with confidence. You’ll provide exceptional support, resolve customer concerns, and identify opportunities to connect customers with products that best meet their needs. Through every interaction, you will play a key role in strengthening customer loyalty, driving sales growth, and supporting our mission of delivering high-quality, integrity-driven products. What You’ll Do - Deliver exceptional customer experiences by serving as the primary point of contact for inbound phone inquiries, providing professional, friendly, and knowledgeable support. - Support customers throughout their journey by answering questions related to products, orders, subscriptions, promotions, and company policies. - Resolve customer concerns efficiently and empathetically, identifying solutions that build trust and strengthen customer loyalty. - Process customer transactions accurately, including orders, returns, exchanges, and account updates. - Recommend products and solutions that align with customer needs, helping customers make informed purchasing decisions. - Promote and upsell Paleovalley and Wild Pastures products through consultative conversations that create value for the customer. - Achieve established performance goals related to customer satisfaction, call quality, productivity, and sales outcomes. - Maintain accurate customer records and document interactions within company systems and databases. - Collaborate with cross-functional teams to investigate and resolve complex customer issues and ensure timely follow-through. - Stay current on product offerings, promotions, policies, and industry knowledge to provide accurate and effective customer guidance. - Identify recurring customer concerns and share insights and feedback that contribute to continuous improvement across the customer experience. Qualifications - At least 1 year of experience providing phone-based customer support in a high-volume customer service environment. - At least 3 months of sales experience, including recommending products or services to customers. - Previous experience working successfully in a remote work environment. - Experience using customer service, contact center, or CRM platforms and the ability to quickly learn new systems and tools. - Strong verbal communication skills, active listening skills, and a professional phone presence. - Ability to manage multiple priorities while maintaining accuracy and attention to detail in a fast-paced environment. - Ability to work independently, solve problems, and identify appropriate resources with minimal supervision. - Ability to maintain a dedicated, distraction-free, and quiet workspace during working and training hours. - Authorization to work in the United States for any employer without current or future visa sponsorship. Bonus Points - Experience using Aircall, Richpanel, Zendesk, or similar contact center and customer support platforms. - Experience in a high-volume phone support environment, consistently managing 40–50+ customer interactions per day while maintaining quality and customer satisfaction. - Experience supporting customers for e-commerce, direct-to-consumer (DTC), health and wellness, food and beverage, or healthcare brands. - A demonstrated track record of meeting or exceeding customer service, productivity, or sales-related performance metrics. - A coachable, positive attitude and a genuine passion for helping customers solve problems and create exceptional experiences. Benefits - Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees; dependents may be added at employee cost. - Generous Paid time off to support balance and rest. - Paid sick time for when you need it. - Six (6) paid holidays each year. - Paid parental leave for growing families. - 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance. - 401(k) with up to a 4% company match after one year of service. - Monthly product stipend or access to perfectly imperfect damaged product so you can enjoy the nutrient-dense foods you help bring to others.

• Independently process travel claims in accordance with associated policies • Ability to read, analyze and interpret general business materials, technical procedures, benefit plans and regulations • Handle incoming calls from and make outgoing calls to claimants and suppliers in a professional, positive, and proactive manner • Consistently meet established performance standards, including quantity and quality claims processing standards • Maintain current knowledge of Plans and effectively apply this knowledge to the payment of claims, customer service, and all other job functions • Ability to function independently within established guidelines. • Maintain HIPAA compliance