• Be the driving force behind the performance, compliance, and energy of your remote team • Deliver a superior customer experience through meticulous performance management and high-impact coaching • Metaculously monitor performance dashboards, queue health, and individual agent output to ensure strict adherence to KPIs (e.g., SLA, CSAT, Quality Score) and SOPs • Implement a high-energy, structured coaching framework through regular 1:1 sessions • Maintain rigorous, detail-oriented compliance with WFH data privacy and security standards (ISO, PCI) • Expertly utilize remote tools (Scorebuddy, CRM, etc.) to conduct deep-dive analysis on quality, productivity trends, and agent performance • Provide clear, highly detailed, asynchronous updates (Slack, Monday.com, email) on campaign health, quality trends, and performance metrics to stakeholders • Serve as a positive, high-energy leader who drives team adaptability to new D2C products, service processes, or tool updates • Effectively manage personal and team adherence to schedules and break compliance within the flexible WFH environment • Assist with basic technical troubleshooting (VPN, access)

• Lead Daily Operations • Manage a team of Member Support agents across chat, phone, email and SMS. Ensure coverage, adherence to SLAs, and prompt response to all inbound inquiries. • Conduct daily check-ins to align on volume, ticket priorities, and tone expectations. • Coaching and Development • Monitor conversations for quality, tone, and accuracy; deliver actionable feedback. • Lead weekly coaching sessions and identify top performers and improvement areas. • Escalation and Problem Solving • Handle escalated member cases, ensuring swift and complete resolution. • Partner with internal teams (Clinical, Operations, Product) to resolve recurring issues. • Operational Excellence • Track and analyze team metrics such as response time, resolution rate, CSAT, and Average Handle Time. • Collaboration and Reporting • Share key insights and recurring member pain points with leadership and cross-functional teams.

• Process and integrate customer data • Ensure compliance with U.S. Government regulatory agencies • Discuss and sell various services to clients • Provide written and oral instructions to direct reports • Prepare important documents for import customs clearance • Manage aging/unresolved audits • Resolve customer concerns and problems regarding billing and tracking shipments • Perform routine and periodic Relationship Reviews

• Lead and manage daily activities of 4–5 Mentors with full accountability for new hire support, onboarding effectiveness, and early tenure performance. • Own and deliver a full-year hiring and training class schedule aligned with Workforce Management staffing forecasts and business demand. • Define and execute recruiting strategy, including vendor selection, sourcing approach, and candidate pipeline development. • Partner with Recruiting and HR to ensure consistent candidate flow and successful class fill rates. • Design and implement new hire training strategies, including both virtual and in-person delivery models. • Define and maintain training curricula, content expectations, and learning outcomes for onboarding programs. • Establish and execute a structured post-class support model including mentor-to-new hire buddy assignments, peer shadowing, and live call support. • Ensure ongoing coaching and structured support for all new hires during the first 90 days. • Track, measure, and report on new hire performance during the first 90 days and identify required interventions. • Ensure new hires meet defined readiness and performance expectations prior to full production. • Continuously improving onboarding and recruiting processes based on performance data and business needs. • Own and lead change management efforts for all new processes, systems, tools, and business updates impacting Member Services. • Develop and execute communication plans to ensure awareness, understanding, and readiness across the organization. • Translate complex changes into clear, actionable messaging aligned to frontline execution. • Partner with Product, Technology, Operations, and Training to ensure consistent messaging and coordinated rollout plans. • Coordinate and deliver training and enablement efforts required for successful adoption. • Ensure all communications are timely, accurate, and accessible to frontline staff and leadership. • Track and report on change adoption, knowledge retention, and execution effectiveness. • Identify gaps in adoption and implement targeted communication or training actions. • Maintain structured prioritization, sequencing, and impact management for all changes. • Serve as the single point of accountability for ensuring changes are successfully adopted and operationalized.