• Answering and Routing Calls • Problem Solving • Customer Engagement • Documentation • Follow-Up • Adhering to Scripts • Answering Inbound Calls • Making Outbound Calls • Providing Accurate Information • Resolving Complaints • Documenting Interactions • Managing Call Escalations • Maintaining Professionalism • Meeting Performance Targets

• Engage with customers via phone, email, or chat to provide assistance and resolve inquiries and/or concerns.** • Process orders, refunds, and other requests accurately and efficiently.** • Learn and maintain a deep understanding of the products and services to effectively assist our customers.** • Properly document and maintain accurate records of customer interactions and transactions.** • Provide technical support and fast-paced critical thinking to anticipate our customer’s current and future needs.

• Lead a team of Member Support Representatives, providing regular coaching, feedback, and performance reviews. • Monitor individual and team performance against key metrics, including call volume, ticket resolution, and quality/manager feedback. • Serve as the first point of escalation for member issues that exceed representative-level resolution. • Manage day-to-day team workflow, including balancing live call coverage with ticket queue management.

• Organizational Leadership • Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers. You manage managers — and you hold them accountable to outcomes, not just activity. • Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions. • Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization. • Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team. • Customer Support Strategy & Operations • Define and own the customer support strategy, operating model, SLAs, and service tiers for a customer base operating across government, IC, and DoD environments. • Build and maintain support infrastructure — tooling, workflows, escalation frameworks, and on-call rotation — that can operate effectively across classification levels and ATO-bounded environments. • Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT. Use data to drive decisions, not just describe them. • Own incident response coordination and ensure the team is always ready to respond to mission-critical issues with urgency and technical depth. • Partner closely with Mission Success, Engineering and Product to close the loop on customer-reported issues — driving root cause resolution, not just ticket closure. • Technical Implementations • Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments. • Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers (FedRAMP High, DoD IL4/IL5/IL6). • Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality. • Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments. • Executive Partnership • Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence, support trends, and implementation blockers into strategic recommendations for the CTO, Product, and GTM teams. • Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics. • Represent the customer support and implementations function in executive planning, roadmap prioritization, and resource allocation conversations.