• Be the first line of instant help: Provide live chat, email, and Slack support with clarity, urgency, and empathy, no waiting, no forms, just real help. • Configure and maintain client accounts: Partner with Customer Success Managers during new client implementations by setting up client accounts in the backend, applying custom configurations, making ad hoc updates as needs evolve, and ensuring each account is ready for a smooth go-live. • Solve fast, go deep: Troubleshoot platform issues end-to-end. Use tools like Intercom, Knowledge Base, ChatGPT, Loom, or your own creativity to get answers fast. • Partner cross-functionally: Collaborate with Product, Engineering, and CX teams to identify issues, document feedback, and ship smarter processes. • Own the inbox, build the future: Take full ownership of client support requests, from first response through resolution. You’ll troubleshoot independently, know when to escalate, and keep customers informed with clear, proactive updates. When you’re not in support mode, you’re building documentation, playbooks, FAQs, platform fixes, and smarter workflows.

• Independently provide telephone information on insurance policies and recorded claims • Complete telephone-requested changes to insurance contracts • Independently handle a variety of processes related to motor vehicle insurance • Participate in project work • Provide professional support to our sales partners • Record claims and initiate initial processing, including claims management

• Leverage and Test AI-Driven Knowledge: Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content. • Enhance the Internal AI Copilot: Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently. • Optimize Support’s AI Chatbot Workflows: Own and refine chatbot workflows, guidance, and custom answers within Intercom. • Develop Deep Product and Customer Understanding: Use your exposure to customer interactions to shape better AI responses and identify high-value improvement opportunities. • Leverage Data for Continuous Improvement: Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements. • Design and Optimize Conversational Flows: Design personalized and effective conversational flows using Intercom’s AI capabilities. • Drive Strategic AI Design and Impact: Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction. • Align with Cross-Functional Roadmaps: Partner with Product, Engineering and Design to stay ahead of upcoming launches and ensure the AI chatbot and AI Copilot are prepared to support new or updated customer-facing workflows. • Stay Close to Customer Challenges Through Support: Take on a small volume of support tickets to stay grounded in real customer challenges, deepen product expertise, and identify opportunities to improve AI flows based on actual user needs and language.

Role Description DependentsAudit is a fast growing AI-native startup reinventing dependent eligibility verification for employer health plans. We are looking for a Part-Time Bilingual Operations Specialist to help employers confirm health plan eligibility for dependents currently enrolled on their health plan. This is a remote, part-time position working 20 - 30 hours per week. The ideal schedule is currently 8:00 AM EST to 12:00 PM EST, Monday through Friday. Pay: $18.00 - $23.00 per hour, depending on experience. Highlighted Duties - Communicate with employees by phone, email, and web portal - Answer incoming calls in both English and Spanish - Clearly explain documentation requirements to Spanish-speaking employees - Make outbound calls when needed, especially near the end of an audit period - Review submitted dependent verification documents and compare them against eligibility requirements - Determine whether submitted documents meet audit requirements or if additional information is needed - Respond to employee questions regarding documentation, eligibility, and audit status - Accurately enter notes, update records, and document audit activity - Handle confidential employee and dependent information safely and securely - Follow client-specific audit requirements and internal procedures - Assist with additional operational tasks as needed Qualifications - High school diploma or equivalent - Fluent in English and Spanish - Native or near-native Spanish speaking ability strongly preferred - Must be able to clearly explain documentation requirements in Spanish - Strong attention to detail and accuracy - Excellent written, verbal, listening, and interpersonal communication skills - Comfortable speaking with employees over the phone - Able to work independently in a remote environment - Reliable availability during morning hours, preferably 8:00 AM EST to 12:00 PM EST - Comfortable using web-based systems, email, and basic computer tools - Ability to handle confidential information professionally and securely Requirements - Must successfully complete a background check as a condition of employment. Benefits - Remote work - Paid training - Morning schedule - Opportunity for the role to grow into a full-time position as volume increases - Hands-on experience in employee benefits and dependent verification - Paid sick time or other paid leave in accordance with applicable law