• Direct the day-to-day operations of the Arrive Fresh Client Success Department, inspiring, motivating, and leading the team to meet corporate and modal objectives. • Act as the primary conduit connecting Arrive Fresh client success with the organization’s technology, capacity, finance, and business development departments. • Establish and roll out robust Standard Operating Procedures (SOPs) and program designs tailored to temperature-controlled and perishable cold-chain operations. • Collaborate with our Beyond Business Hours leadership team to develop and execute after-hours processes that ensure a seamless 24/7 experience for our customers. • Play an integral role in the Client Success forecasting process and drive team accountability to targeted volume, margin, and revenue numbers. • Build, manage, and leverage cross-departmental relationships to ensure operational alignment, rapid issue resolution, and service improvements. • Partner with our capacity and business development teams to fulfill customer RFP and spot requests in a timely manner. • Provide the Arrive Fresh client success team with the training and resources necessary to develop their communication, delegation, customer service and sales skills. • Drive technology adoption, specifically with the ArriveNow platform, while identifying and creating automation roadmaps for complex operational tasks. • Manage customer implementations and design custom logistics solutions that reduce costs, improve service levels, and increase customer retention. • Operate as an escalation contact for your team and our Arrive Fresh clients to resolve supply chain exceptions in service, billing, communication and visibility. • Ensure strict adherence to regulatory standards, including the Food Safety Modernization Act (FSMA), Sanitary Transportation of Food (STF), and Perishable Agricultural Commodities Act (PACA). • Partner with Employee Success (ES) and Learning & Development (L&D) to address performance lapses, assess turnover, and develop retention-driven engagement strategies. • Navigate and champion organizational change, communicating the "why" behind transitions effectively and fostering an optimistic, solutions-oriented team culture.

• Handle inbound customer contacts (calls, emails, chats) regarding solar system performance, billing questions, and account support • Provide first-level troubleshooting and walk customers through basic steps to resolve issues • Accurately log and update all customer interactions in the CRM system • Set clear expectations on timelines and next steps • Identify cases that require escalation to Tier 2 or specialized teams • Follow established SOPs for routing high-priority or technical cases • Gather and document all relevant details to ensure escalations are handled efficiently • Demonstrate empathy and professionalism in every interaction • Aim for first-contact resolution whenever possible • Proactively educate customers on how to monitor their solar system performance and where to find helpful resources • Follow all SOPs for customer communication and data security • Adhere to service-level agreements (SLAs) for response times and resolution • Provide feedback to leadership on recurring issues, trends, or process gaps

• Own retention for high-value Meal Program accounts • Build strong, trusted relationships with customer admins • Serve as the primary partner for accounts post AE handoff • Monitor churn signals and take action on accounts at risk • Create and execute account-level retention plans • Partner with Enterprise Support and other departments to enhance customer experience • Escalate issues affecting retention • Document customer goals and risk factors clearly • Identify expansion opportunities with Account Executive • Refine operating models for customer retention

• Supervise and mentor a team of 7- 15 agents, ensuring high engagement and performance. • Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery. • Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction. • Review call recordings, emails, and chat interactions to provide constructive feedback. • Develop action plans to improve agent performance and customer interactions. • Collaborate with workforce management to optimize staffing and scheduling. • Escalate operational risks or service disruptions and implement mitigation strategies. • Identify trends in customer feedback, complaints, and escalations to improve service processes. • Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement. • Champion a proactive service model, ensuring customers receive best-in-class support. • Work with the Call Center Customer Experience Manager to align team goals with business objectives. • Partner with other departments (e.g., FinOps, Escalations, Sales) to resolve complex issues efficiently. • Contribute to process enhancements and the development of service-level strategies.