• Become knowledgeable and remain updated on client loyalty program guidelines to ensure compliance and high-quality service • Handle incoming inquiries with professionalism, adhering to client-specific guidelines to deliver superior customer experiences • Manage a high volume of inbound calls to meet and exceed client contractual obligations • Maintain a positive, customer-centric approach daily, communicating effectively and acting with integrity • Take ownership of customer issues, working towards timely resolutions and de-escalating calls when necessary. • Utilize internal systems, tools, and resources proficiently • Adhere to company policies, workflows, and procedures while providing feedback to enhance customer interactions. • Stay informed on program updates, enhancements, and promotions to effectively support callers • Escalate unresolved issues promptly as per established procedures • Create exceptional customer experiences with every interaction, strengthening loyalty through empathy, efficiency, and problem-solving. • Support major brands by becoming an expert in their loyalty programs, products, and services. • Leverage industry-leading tools, including AI-powered systems and real-time agent assist to serve customers with speed and confidence. • Represent Kobie’s values in every conversation by delivering with heart, ownership, and excellence. • Contribute to team success by meeting key performance goals, including customer satisfaction and call quality. • Stay agile and curious, adapting to new tools, products, and client expectations in a fast-paced, tech-forward environment. • Deliver results that matter, knowing your work directly impacts client satisfaction and program performance. • Engage in continuous learning to build your skills and grow your career within the loyalty and customer care space. • Collaborate with team leaders, coaches, and peers to stay aligned, supported, and connected. • Be part of something bigger, where every call you take helps fuel meaningful relationships between brands and the customers who love them!

• Investigate and troubleshoot complex technical issues for our customers (with the support of the engineering team and our robust tooling). • Onboard customers and answer questions on our product throughout the entire user cycle with live chat, email, and Zoom calls. • Create bug reports to escalate to engineering. • Create video and written content to educate customers (product tours, videos, documentation, FAQ) and keep it current with our constantly evolving product. • Act as a "feature champion" to educate the product & engineering teams about users' needs. • Collaborate with the team on best working practices and issue resolution, working alongside Kevin whose favorite fruit is passion fruit.

• Build and scale a 24/7 offshore support team with global technical customer support capabilities, including hiring, training, and performance management • Build the customer support function from 0 to 1 (and then to 100) by designing, implementing, and refining comprehensive support workflows, processes, and playbooks • Develop a deep understanding of customers’ best practices and workflows across 400+ healthcare organizations using Sully’s AI agents • Handle complex technical customer inquiries and escalations, ensuring prompt, effective resolution and clear communication • Design and own escalation pathways for critical incidents affecting AI Receptionist, AI Scribe, AI Interpreter, and other agents • Oversee incident management to ensure quick resolution of issues affecting EHR integrations (Epic, Athena, Oracle Cerner, Tebra) • Work closely with Engineering, Growth, Product, and Customer Success to relay customer insights, advocate for product enhancements, and maintain/expand support documentation • Identify opportunities to improve customer experience across all touchpoints and drive a data-driven, customer-centric support culture aligned with Sully.ai’s mission

• Conduct non-scripted customer interactions via phone, email, and chat. • Topics include rebate status, scheduling, submittal procedures, and program guidelines. • Perform professional outreach. • Review and assist customers with energy application inquiries and program questions. • Complete other administrative duties as assigned.