• Architect and execute a comprehensive higher education customer experience strategy to maximize gross retention, optimize the renewal lifecycle, and eliminate preventable churn across the portfolio. • Build a proactive growth motion that empowers the Customer Success team to recognize expansion signals, leverage adoption insights, and collaborate with Sales to capture institutional expansion opportunities. • Serve as an executive sponsor to build deep, trusted partnerships with university provosts, academic leaders, IT executives, and procurement teams, aligning Honorlock’s capabilities with broader institutional priorities. • Lead, coach, and develop a commercially minded Customer Experience team, instilling a culture of rigorous account planning, operational improvements, service enhancements, go-to-market strategy, strong executive presence, and continuous professional growth. • Partner with Revenue Operations to deploy scalable processes, playbooks, and dashboards that enhance CRM hygiene, renewal forecast accuracy, and real-time visibility into customer health metrics. • Represent and advocate for customer insights internally to collaborate with Product, Engineering, and Marketing, influencing roadmap priorities regarding AI, assessment quality, and accessibility. • Spearhead strategic customer storytelling, reference programs, case studies, and executive advisory boards to cultivate a loyal community of institutional advocates. • Flex into emerging strategic initiatives and special projects to iterate on our customer lifecycle design as Honorlock scales.

• Deliver best-in-class service with professionalism, accuracy, and a client-focused approach • Provide support for client inquiries across multiple channels, including phone, email, chat, and account manager email queues • Respond efficiently and thoroughly to client requests within 24 hours • Remain calm, professional, and solution-oriented in stressful situations • Document client interactions, requests, account activity, issue resolution steps, and follow-up actions accurately • Monitor client concerns, troubleshoot routine transcription support issues, and escalate unresolved or complex matters to the appropriate internal team • Add doctors, users, and related account information to internal applications, ensuring required details are complete and accurate • Add and maintain e-signatures according to established client and provider requirements • Make corrections and facilitate operative requests and other processing, including report updates, report movement, and related transcription support tasks • Re-queue and verify failed faxes, confirm successful transmission when applicable, and follow up on issues that prevent delivery • Verify and update CCs to support accurate report distribution and client communication requirements • Monitor and respond to account manager email accounts, ensuring client requests are acknowledged, routed, and completed appropriately • Answer inbound client phone calls and provide support for transcription-related questions, requests, and routine troubleshooting • Reconcile the Needs Dictation queue for canceled cases, missing dictation, and other items requiring review or follow-up • Disseminate schedules and assist with schedule-related updates that impact transcription workflows • Search for, listen to, and verify dictation when needed to support client requests, report corrections, or issue resolution • Confirm patient, provider, account, location, and job information before completing updates or processing report-related requests • Support account-specific workflows, client preferences, templates, reference materials, and documentation standards to help ensure consistent service delivery • Partner with internal teams, including Transcription Operations, Quality, IT/Support, Onboarding, and Client Success, to resolve client needs and support timely turnaround • Identify recurring issues, workflow gaps, or client concerns and communicate recommendations for process improvement to management • Support additional projects or tasks as assigned by management

• Handle incoming calls from patients, attorneys, insurance companies, etc. to resolve problems and answer questions • Be able to effectively listen and communicate revenue cycle outcomes or processes with caller • Be familiar with and understand payor and state rules and regulations and client information • Adhere to all company policies and procedures • Other duties as assigned

Role Description As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for: - The health of the queue - The quality of every answer - The wellbeing of the people who deliver it Your goals will include raising first contact resolution and driving down resolution times while keeping the customer experience human. Qualifications - 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders - Bachelor's degree or equivalent experience in hospitality, business, or technology - Experience scaling a high-volume support function through significant change or transformation - Excellent crisis management and escalation handling with confident cross-functional alignment across Product, Onboarding, and Account Management - A bias toward fixing root causes - Experience leading distributed teams across multiple regions, languages, and cultures Requirements - Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention - Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure - Apply deep hospitality or hospitality-technology experience to every escalation and process decision - Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way - Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams - Lead other leaders with empathy and accountability across multiple regions, languages, and cultures Benefits - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full Paid Parental Leave - Home office stipend based on country of residency - Professional development courses in Cloudbeds University - Access to professional development, including manager training, upskilling and knowledge transfer