• Live chat & first-level support: Manage the live chat and respond to initial inquiries from potential and existing customers. • Triage and categorization of inquiries: Determine which issues can be resolved immediately and when to escalate to second- or third-level support teams. • Coordinate with internal teams to process customer requests efficiently and ensure fast resolutions. • Contract & payment management: Handle contract and payment processes following successful customer sign-ups. • Create and manage subscriptions in our system. Ensure accurate billing processes run smoothly for our customers. • Onboarding & system setup for new customers: Process space-planning orders and enter the data into our system. • Initial system configuration for new customers to ensure they get an optimal start with desk.ly. • Work closely with Customer Success to continuously improve the onboarding process.

• Respond promptly to customer inquiries across all support channels, accurately identifying needs and offering tailored solutions, product recommendations, and information • Handle refunds and replacements, conducting follow-ups whenever product inspections are needed • Coordinate closely with the Warehouse and Operations teams to track order statuses, manage backorders, and process updates (address changes, item modifications, shipping adjustments) • Monitor, analyze, and escalate customer feedback, complaints, and trends to uncover opportunities for improvement across product formulas, packaging, shipping, website experience, and overall satisfaction • Collaborate with Marketing on customer engagement initiatives including giveaways, review collection, and campaigns • Support the Marketing and Product Development teams on Body Project (our in-house product testing program) by managing tester communications and review collection • Report weekly and monthly metrics to the Operations and Growth teams • Monitor and respond to comments and DMs on Instagram and TikTok daily, engaging with authenticity in the Soft Services brand voice • Proactively engage with customers and community members, helping build long-term relationships—not just responding to questions, but participating meaningfully in conversations around body care and product experiences • Identify and flag high-value UGC, feedback, and community moments to the Marketing team for amplification or response • Engage on Reddit on behalf of the brand—identifying relevant subreddits and conversations where Soft Services can authentically contribute, sharing product information, answering questions, and building community presence without coming across as promotional • Track social sentiment trends and surface recurring themes or concerns to the broader team • Maintain a consistent, on-brand voice across all social touchpoints

Role Description We are seeking an experienced Customer Support Representative to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self-starter problem solver with a basic technical background and excellent communication skills, we want to talk to you. The Support Team here at JoVE is providing support not only to external customers but also to internal JoVE employees on a 24x7 basis. - Manage large amounts of incoming tickets. - Provide support to answer inquiries on products. - Accept and handle technical requests. - Triage tickets to the other teams. - Follow communication procedures, guidelines and policies. - Provide accurate, valid and complete information by using the right methods/tools. - Build sustainable relationships and trust with customers through open communication. - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. - Keep records of customer interactions, process customer accounts and file documents. - Take the extra mile to engage customers. - Performs other specific duties or assignments as directed by Team Manager. Qualifications - A Bachelor’s degree completed. - 2+ years of demonstrable experience in customer support roles. - Proficient with ticketing tools (Zendesk, Jira, Salesforce). - Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English. - Ability to communicate with both technical and non-technical personnel in a clear and easy fashion. - Basic understanding of KPIs and Metrics. - Attention to detail is key to this position. - Must be able to accommodate flexible work schedules based on business needs. - Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills. Benefits - A competitive compensation package. - You will make a direct impact in accelerating science research and 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.

• Assist healthcare providers to ensure orders are complete and processed promptly • Respond to incoming calls, emails and priority messages • Accurately document all client, facility and call details