• 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.

Role Description As a Customer Success Specialist, you will play a key role in advancing STEM education by supporting Professors deliver impactful student learning experiences. Your goal is to help educators integrate JoVE into their teaching, strengthen engagement, and ensure the retention of subscriptions through measurable outcomes. - Conduct proactive outreach to Professors at subscribing universities in Turkey, demonstrating JoVE's impact on teaching and student learning outcomes. - Drive JoVE adoption in classrooms and courses to deepen engagement with professors and ensure subscription continuity. - Build and maintain relationships with key decision-makers, including Department Heads, Professors, PIs, and Librarians, through daily outreach via phone calls, emails, 1:1 meetings, and tailored institutional projects. - Deliver impactful product presentations and webinars at conferences, university/research center seminars, and workshops to increase usage of JoVE. - Provide ongoing support and guidance to Professors to maximize the usage of JoVE in their teaching activities. Qualifications - A Masters or PhD Degree in STEM discipline. - Fluent communication in Turkish and English. - Presentation skills, with ability to influence and inspire. - Experience in science communications, academic outreach or other customer-facing roles is preferred. - Analytical mindset and comfort working with adoption metrics and usage data. - Proven ability to manage multiple projects and stakeholders simultaneously. - Independent, results driven with an ability to thrive in a fast-paced environment. Benefits - You can expect compensation packages competitively placed within the local market. - You will make a direct impact in accelerating science research and in improving student learning in science education. - Opportunity to work with global teams and in an environment that promotes innovation and collaboration. - Our strong promotion from within culture draws a clear path to advance your career with us.