• Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality • Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution • Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction • Clearly communicate with customers and other internal teams about issues impacting their service • Effectively verify that issues have been resolved • Execute internal processes to streamline and scale support • Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions • Reporting and knowledge base documentation expertise • Provide Email, Chat and Phone support to customers

Title: Key Account Support Location: Oakleigh, Australia Job Description: At Metcash, you're part of something bigger. We've got the heart of a small business with the strength and support of a big business. When you join Metcash, your work makes a real difference to independent businesses and local communities, empowering you to: - Grow your career with tailored development programs - Thrive your way with flexible work options - Make your mark in a high-performing, values-led team Metcash Food Service and Convenience business includes a banner of brands that specialise in the supply to wholesale, convenience, foodservice and QSR customers across Australia. Some of these brands include Campbells, Superior Food Services, Independent Grocers (NT), Mooloolah River Fisheries, Sealanes, Southern Cross Marines and Global Meats. Joining the Metcash Food Service and Convenience business means the work you do contributes to brands with real purpose, empowering independent businesses and strengthening local communities across Australia. About the Opportunity We're seeking a highly organised and customer-focused Key Account Support Coordinator to join our team in Oakleigh South on a full-time permanent basis. Supporting some of Australia's largest Quick Service Restaurant (QSR) customers, you'll be the key link between customers and internal teams-ensuring seamless order fulfilment, resolving operational challenges and delivering exceptional customer experiences across a national distribution network. In this Role - Support major QSR customer accounts with day-to-day operations - Manage enquiries, escalations and delivery-related issues - Coordinate inventory, replenishment and stock movements - Monitor order processing, allocations and delivery performance - Investigate claims, credit requests and service discrepancies - Partner with transport, warehouse and procurement teams - Provide reporting, analysis and performance insights - Identify and implement process improvement opportunities What are we looking for? - 3+ years' experience in customer service, key account, supply chain or logistics roles - Strong understanding of distribution, warehousing and transport operations - Excellent communication and stakeholder management skills - Strong analytical skills with intermediate to advacned Excel capability - Ability to prioritise in a dynamic, fast-paced environment - Proven problem-solving skills and attention to detail - FMCG, Foodservice or QSR experience (preferred) - Familiarity with ERP or Salesforce systems is added advantage What's on offer We're proud to offer a workplace that supports your well-being, growth, and belonging: ️ Extra Leave: Enjoy a 5th week of annual leave, 2 well-being days, plus 1 volunteer day annually Career Growth: Endless learning and development opportunities Parental Leave: 12 weeks of gender-neutral paid leave for primary carers Inclusive Culture: Bronze Employer for LGBTQ Inclusion ️ Neutral Pay Gap: Gender pay gap under 5% (WGEA 2024-2025) Mental Health: Gold accreditation by Mental Health Australia Flexibility: Flex Ready and Family Friendly Workplace accredited, About Us Join us and be part of something bigger! Metcash is Australia's leading wholesale distribution company, with $19.5 billion in sales (FY25) and a proud spot in the ASX Top 125. We believe in the power of independent, family-owned businesses to shape vibrant communities. Through our food, liquor, and hardware pillars, we help retailers become the 'Best Store in Their Town' by providing merchandising, operational and marketing support. We're committed to diversity, inclusion, and sustainability - and we welcome applicants from all backgrounds, including First Nations. If you need support during the application process, just let us know. Your privacy and dignity are always respected. Please note: This role is being managed directly by our internal Talent Acquisition team. We respectfully request that recruitment agencies do not submit profiles or make contact regarding this opportunity. #LI-IS1 #INFLA #Hybrid

• Effectively managing incoming emails, social media inquiries, and some inbound calls • Building sustainable relationships of trust and generating help through open and interactive communication • Providing accurate, valid, and complete information about guided meditation courses, meditation practices, app functionality, and partner policies • Handling both client and/or partner feedback and/or complaints. Provide appropriate solutions and alternatives within Service Level Agreement requirements, and follow-up to ensure resolution • Following communication procedures, guidelines, and policies. Research answers or solutions as needed • Taking the extra mile to engage customers and act as a representative of the partner brand, truly becoming an expert in the partner's product and service • Troubleshooting (walking customers through the app, and escalating anything that may be a bug and not just basic troubleshooting)

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence. • Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability. • Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities. • Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions. • Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform. • Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.