Role Description Are you a skilled communicator who thrives in a fast-paced, digital environment? The company is seeking a motivated and detail-oriented Chat Support Representative to join our customer service team. In this fully remote, entry-level role, you will be the first point of contact for customers seeking assistance, delivering timely and accurate support through live chat channels. - Respond promptly and professionally to incoming customer chat inquiries, ensuring a positive and efficient support experience. - Diagnose and resolve customer issues related to products, services, accounts, or general inquiries through real-time chat communication. - Document customer interactions accurately in the support system, capturing issue details, resolutions, and follow-up actions. - Escalate complex or unresolved issues to the appropriate internal teams, providing thorough context to ensure seamless handoffs. - Navigate multiple systems and tools simultaneously to research information and deliver accurate responses to customers. - Collaborate with team members and supervisors to share knowledge, identify recurring issues, and contribute to process improvements. - Maintain a high level of customer satisfaction by demonstrating empathy, patience, and a solutions-focused approach in every interaction. - Meet or exceed established performance metrics, including response time, resolution rate, and customer satisfaction scores. Qualifications - High school diploma or equivalent. - Strong written communication skills with the ability to convey information clearly, concisely, and professionally. - Ability to manage multiple chat conversations simultaneously while maintaining quality and accuracy. - Comfortable working independently in a remote environment with minimal supervision. - Reliable high-speed internet connection and a dedicated, distraction-free workspace. - Basic computer proficiency, including familiarity with web browsers, email, and standard office applications. Requirements - Previous experience in a customer service, chat support, or help desk role. - Familiarity with customer relationship management (CRM) platforms or ticketing systems. - Experience working in a remote or virtual team environment. - Demonstrated ability to adapt quickly to new tools, processes, and product knowledge. Technical Skills - Proficiency with live chat platforms and support software. - Ability to type a minimum of 40 words per minute with high accuracy. - Experience with CRM or help desk tools such as Zendesk, Salesforce, or similar platforms is a plus. - Comfortable navigating multiple browser tabs and applications simultaneously. - Basic troubleshooting skills for common technical issues. Benefits - This Chat Support Representative position is based in Monument, CO, with remote work available. - The hourly pay range for this role is $23.87 to $26.96, commensurate with experience and qualifications. - If you are passionate about delivering exceptional customer experiences and are ready to grow your career as a Chat Support Representative, we encourage you to apply today. - The company is an equal opportunity employer and welcomes applicants from all backgrounds.

• Assess Fullscript’s current WFM processes, tooling, reporting, and operating rhythms, then build a practical plan to mature the function. • Own forecasting and capacity planning across multiple support queues, channels, and workflows, including phone, chat, email, tickets, Tier 1, Tier 2, and operational support teams. • Turn data from CRMs, WFM tools, and support platforms into staffing recommendations, hiring plans, training timelines, schedules, and coverage strategies. • Build staffing models that account for contact volume, order volume, handle time, shrinkage, PTO, training, ramp time, service levels, occupancy, wait times, and abandonment risk. • Partner with Support, Finance, Recruiting, Training, Product, Data, and operational leaders to align staffing plans with business priorities and customer experience goals. • Design and improve scheduling practices across shifts, PTO/vacation planning, training blocks, offline work, and intraday coverage needs. • Establish intraday management processes, including queue monitoring, reforecasting, staffing adjustments, escalation paths, and real-time decision-making. • Evaluate and improve routing strategies across phone, chat, email, and ticket queues, including skill-based routing, queue prioritization, load balancing, and dynamic staffing allocation. • Build dashboards, documentation, and operating cadences that make WFM planning more consistent, visible, and trusted. • Use data to influence decisions, defend recommendations, and clearly explain the operational impact when recommendations are delayed or not approved.

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