• Check the quality of customer conversations across phone, chat, and email to make sure they meet our standards.• Create and use scorecards to measure how well team members are doing.• Run regular checks (audits) to find problems and areas where we can do better.• Make sure the team follows our rules and meets our service level agreements (SLAs).• Find ways to improve how we work and make customers happier.• Lead and support a team of 10 or more customer support agents.• Have regular one-on-one meetings to give feedback and help team members grow.• Train team members on how to handle difficult customer situations.• Create plans to help each person on the team get better at their job.• Handle escalating customer issues that need senior attention.• Manage difficult customer cases that involve multiple health issues or tricky situations.• Work with other teams (like medical, claims, or operations) to solve complex problems.• Oversee emergency scenarios and make sure serious cases are handled properly.• Make sure problems that are not solved on the first contact are followed up and closed.• Use data to find patterns, problems, and opportunities to improve.• Create reports and dashboards to track team performance (CSAT, AHT, FCR, QA scores).• Share insights with leadership to help make better decisions.• Track and report on whether we are meeting our SLAs and turnaround times.• Set up and manage Zoho Desk to help the team work efficiently.• Create workflows, automation rules, and ticket routing to speed up work.• Design templates and macros so the team can respond to customers faster.• Write and update Standard Operating Procedures (SOPs) for the team to follow.

• Coordinate external client programs assigned to you. • Schedule events, manage registration, and provide logistical support as needed. • Maintain program requirements per customer preferences. • Communicate between various departments regarding program details and participate in internal program-related calls as necessary. • Report data to the client as requested and to the local team to help boost enrollment and confirm class dates. • Coordinate internal client programs assigned to you. • Schedule events, manage class registration, and pull reports related to class attendance • Collaborate with various departments as needed to determine appropriate program requirements. • Create and maintain documentation for each program. • Provide PTO coverage for coworkers in Operations. • Act as the first line of defense for conflict resolution. • Design and implement processes and procedures to improve your program and maintain ongoing customer changes.

• Production work tied to Hub services, primarily building standalone emails and automations in Mailchimp, Beehiiv, Active Campaign, and potentially other ESPs • Reviewing email builds made by others to ensure segmentation is correct and will lead to intended and positive outcomes for clients • Maintaining or creating documentation tied to your areas of work, both internally for colleagues and externally for clients to help them grow their own expertise • Managing multiple projects or client needs at once, and being able to prioritize accordingly based on urgency and scope • Working with Services team members and colleagues across the company to respond to customer service requests related to email production in accordance with client contracts • Managing deadlines of short-term and long-term projects to keep client newsrooms’ fundraising campaigns on schedule • Testing or troubleshooting ESP features like segmentation and template formatting during the production process • Earning the trust of Hub clients and becoming a valued member of their team by delivering support in a timely and accurate manner, communicating clearly and effectively, and understanding their needs • Sharing challenges and learnings with colleagues and helping adapt services accordingly • Occasionally, other types of production work tied to client needs and services such as reports or slide deck creation.

• Answer inbound calls from customers and partners with professionalism and urgency • Gather key context to determine whether the request requires technical support, service dispatch, or escalation • Route calls to the correct Field Service Engineer or internal team based on region, expertise, and availability • Log call details and follow-up items in ticketing, Slack, email, and CRM systems • Maintain and adjust the live Field Service schedule to reflect real-time changes and shifting priorities • Monitor incoming emails, alerts, and customer updates to identify risks and action items • Track travel plans, site access windows, and technician availability to prevent gaps or overlaps • Escalate urgent issues early when leadership visibility is required • Prepare and facilitate daily service huddles with clear visibility into upcoming work, coverage needs, and open issues • Support shift transitions and weekend/on-call handoffs by capturing and documenting key updates • Escalate site delays, resourcing gaps, and repeat issues as needed • Maintain documentation and standard work related to scheduling, call handling, and service workflows • Partner with service leadership to improve tools, processes, and operational clarity • Use Slack, MaintainX, Salesforce, and internal systems to support day-to-day execution • Track technician utilization, site coverage, and system downtime • Identify trends in call types, repeat issues, and areas where better routing or documentation would help reduce friction