• Ensure that customer experience center leadership is in synch with Coinstar culture, brand, and values • Monitor KPIs to ensure that the customer experience center delivers a quality customer experience as outlined in the Statement of Work • Resolve and/or approve customer service Tier 1 issues for customer service vendor • Responsible for resolving customer complaints via multiple platforms and various agencies (e.g., social media, Better Business Bureau, email, etc.) • Participate in vendor meetings, quality calibration and business reviews • Facilitate vendor team lead meetings • Complete audits to confirm adherence of company policies and procedures • Champion business strategies and new product implementation • Bring forward to Vendor Manager recommendations on current policies and procedures as well as day to day process improvements • Coordinate and assist in other tasks as needed and work with other departments to resolve issues either directly or indirectly relating to the vendors • Perform various administrative tasks

• Answer inbound calls and assist members with scheduling or updating transportation • Confirm member eligibility and accurately enter ride details • Address questions and resolve issues related to transportation services • Identify additional member needs and provide appropriate support • Collaborate with internal teams to resolve real-time challenges • Meet and exceed performance goals, including response time, accuracy, and customer satisfaction

• Establish and document scalable support processes, workflows, and SLAs • Define support coverage model, ticket routing, and escalation paths • Create and maintain a structured, usable knowledge base • Identify gaps and implement systems that improve efficiency and consistency • Define, track, and report on key support metrics including: • First response time • Time to resolution • Ticket volume and trends • Escalation rates • Customer satisfaction (CSAT) • Build dashboards and reporting to provide visibility to leadership • Use data to identify trends, root causes, and opportunities for improvement • Set team goals and hold the team accountable to performance standards • Lead, coach, and develop a small team of Customer Support Technicians • Set clear expectations and provide consistent feedback • Drive accountability, ownership, and strong communication across the team • Support hiring and scaling the team as the company grows • Act as escalation point for complex or high-impact customer issues • Ensure a consistently high-quality, empathetic, and professional support experience • Partner with Customer Success to align on customer health and retention • Partner with Product and Engineering to surface bugs and advocate for product improvements • Identify recurring issues and drive upstream fixes, not just reactive support • Collaborate with Implementation and Customer Success to improve the end-to-end customer journey

• Communicates effectively with financial institution partners via calls and emails to address operational needs, resolve issues, and foster strong relationships. • Manages multiple time-sensitive tasks while identifying opportunities for recommending new products/services and cross-selling. • Utilizes internal systems such as Salesforce for logging interactions, tracking issues, and documenting trends, while providing support and training to partners/clients. • Ensures compliance with procedures for client support activities, including Customer Identification Program (CIP) processing, marketing collateral coordination, and adherence to regulatory requirements. • Leads team initiatives by facilitating training, mentoring team members, and overseeing the Quality Assurance process to maintain excellence in client interactions. • Other duties as assigned.