• Represent the brand directly to its customers as part of the Consumer Care team. • Offer guidance, respond to product questions, and handle concerns. • Engage with consumers across digital channels. • Use empathy, active listening, and strong communication to understand inquiries. • Provide the right level of support in delicate situations. • Build solid knowledge of the product range and consumer needs.

• Provide exceptional customer support via phone, chat, and email • Assist clients with questions, product details, and troubleshooting • Record accurate and up-to-date information in internal CRM tools • Build trust and maintain strong relationships with every interaction • Ensure satisfaction, loyalty, and retention through quality service • Meet performance targets in service, quality, and efficiency • Share feedback and contribute to process improvements

• Manage a high volume of chat and email support inquiries with empathy, clarity, and speed. • Host live Zoom and phone sessions for platform walkthroughs, setup assistance, troubleshooting, and high-stakes seasonal events (e.g., Holiday Sends). • Guide clients through dashboard navigation, campaign setup, and complex feature usage. • Facilitate account updates including plan changes, configurations, and upgrade guidance. • Support campaign execution to ensure settings align with client budgets and timelines. • Partner cross-functionally with Billing, SWAG, Product, and R&D to resolve issues efficiently. • Identify, log, and track technical issues while advocating for timely resolution. • Contribute to internal documentation and the external knowledge base to improve self-service. • Act as the voice of the customer by surfacing trends, feedback, and feature requests.

• Provide responsive and professional customer support via phone, email, and online messaging • Assist clients with leisure and luxury travel reservations, itinerary updates, and special accommodations • Communicate essential travel details, documentation requirements, and agency guidelines • Monitor bookings to ensure accuracy and follow up to confirm client satisfaction • Resolve client questions or concerns with care and a solutions-focused mindset • Maintain organized records and update internal systems as needed