Role Description The Customer Enablement Specialist is responsible for contributing to our training programs by delivering engaging and impactful educational experiences for new and existing customers. In this role, you will become a subject matter expert across our suite of 5 product lines, tailoring training to meet diverse client needs. This role involves conducting training sessions virtually and in-person as needed. In addition to live instruction, you will act as a modern content creator, leveraging AI tools to streamline processes, build self-serve assets, and scale our educational ecosystem. The ideal candidate is an AI-forward, fast-learning self-starter who can turn complex features into digestible, highly engaging learning paths. Responsibilities - Training Delivery & Customer Experience - Deliver live training sessions across 5 product lines for new and existing customers with consistency, ensuring learners achieve both competence and confidence as new users of our platforms. - Partner directly with clients to schedule and coordinate training engagements, acting as their primary point of contact from kickoff through completion. - Build long-term relationships with client stakeholders beyond a single session, checking in proactively to ensure continued platform adoption and surface new training needs as their use of the software matures. - Take initiative to solve problems that impede a smooth customer experience - communicate cross-functionally and take action to resolve issues without being asked. - Content Development & Innovation - Design, build, and iterate on interactive, bite-sized training collateral (such as e-learning, on-demand video, and step-by-step job aids) that cater to different learning styles. - Create and iterate on current documentation and update it as new product features are released. - Leverage AI tools and automation to streamline content development workflows, accelerate documentation updates, and scale video/multimedia asset creation. - Be creative - continue to iterate on the training process for customers through content, deliverables, or webinar offerings. - Cross-Functional Collaboration & Product Feedback - Collaborate and execute seamless customer handoffs between Sales, Support, Customer Success, internal subject matter experts, and other key stakeholders to train clients at scale. - Proactively gather "Voice of the Customer" feedback during training sessions and loop it directly back to Product and Engineering teams to influence the product roadmap. - Ensure that the rollout of new materials, internal or external, is approved by stakeholders and accurately represents our brand standards. - Project Management, Analytics & Core Skills - Identify, define, track, assess, and report metrics related to training initiatives—specifically linking educational completion to higher product adoption and user activation milestones. - Scope and manage daily projects to ensure on-time completion. - Demonstrate strong verbal and written communication skills, with an eye for detail. - Ability to work CST or MST hours. Qualifications - 2+ years in training, education, onboarding, or equivalent - 1+ years of prior B2B SaaS experience - Bachelor's or higher - Proficient in basic software tools such as Salesforce, Gong, Zoom, Google Suite, Slack, etc. - Demonstrated experience integrating generative AI tools (e.g., ChatGPT, Claude, AI video generators, or automated documentation assistants) into your professional workflow to boost productivity and content output. - Experience creating multimedia content for software applications (e.g., Loom, Articulate, Rise, Camtasia, Wistia, LMS platforms, etc.). - Strong foundational understanding of adult learning principles and instructional design best practices. - Proven ability to work in a fast-paced, team-centered environment. - Excellent communication skills - verbal, written, and interpersonal, with strong storytelling and active listening abilities. - Demonstrated problem-solving and consultative abilities, with comfort navigating ambiguous product changes. - Proficient in project management, with a highly organized habit of managing concurrent accounts. - Ability to multitask, prioritize, and collaborate cross-functionally. - Exhibit a high level of adaptability and accountability. - Multifamily experience preferred. Bonus Points if you have: - Experience in PropTech Benefits - Remote-First: We offer the freedom to work from home across most of the U.S. You’ll enjoy the flexibility of remote work, balanced with high-energy in-person offsites to build real connections and celebrate our wins together. - Competitive Compensation: We believe in hiring the best and paying accordingly. You’ll receive a competitive salary that reflects your impact and expertise. - Paid Time Off: Take the time you need with our flexible vacation policy and dedicated paid parental leave to support you and your family’s biggest milestones. - Your Health Matters: Stay healthy with high-quality Medical, Dental, and Vision insurance plans for you and your family. - Peace of Mind (On Us): We fully invest in your security with 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance. - Protection for Your Whole Crew: Access supplemental insurance for the unexpected, plus specialized coverage to keep your pets happy and healthy, too. - Invest in Your Future: Secure your financial goals with our 401k Program, helping you build for the long term while you help us build the company.

• Assist customers on a day-to-day basis to help them with anything they need, always advocating for the success of the company they work for; • Handle critical customer interactions across multiple channels (chat, phone, and email), understanding customers' challenges and proposing solution alternatives aligned with the product and expectations; • Perform necessary technical checks to help resolve cases; • Interact with internal stakeholders such as system administrators and other development teams; • Identify opportunities to improve the product, communication, service, and internal processes, always aiming to enhance the customer experience.

Role Description The Customer Assurance Lead will provide support to the Customer Assurance Supervisor by conducting quality assurance and training with Customer Assurance Specialists and assisting in processing escalated claims. - Ensures that our customers/dealers are provided with quality customer service at every step of their inquiry. - Provide training to new employees on case processing procedures and creating, building, and executing training plans for low performers. - Provide recommendations to team members on potential next steps or resolutions for outstanding questions or concerns. - Ensures Customer Assurance Specialists properly manage department queues. - Monitor Customer Assurance Team daily metrics and report out for performance management. - Provide first-class communication with customers/dealers by being proactive and professional via provided email and call-based software. - Makes and receives calls to/from customers to provide quick resolutions on escalated issues. - Professionally corresponds with other departments within the company to foster awareness and data-driven resolutions for certain products or issues that arise. - Manages email inbox to ensure all issues are addressed in the timeframe specified by the set parameters. - Assist Manager in gathering critical data on high priority issues and products. - Conduct projects that drive continuous improvement and change throughout the department. - Provide in-depth analysis of claims to ensure all issues are properly reviewed before resolutions are provided to customers/dealers. - Conduct quality assurance audits to ensure proper processes and procedures were followed and the correct resolution was provided. - Assist manager with other tasks and escalated issues. - Be available for in-office meetings. Qualifications - Leadership and coaching skills. - Ability to communicate with empathy to deal with upset customers/dealers. - Ability to communicate promptly and effectively, verbally and in writing. - Ability to establish and maintain effective working relationships with employees and customers. - Ability to follow written and verbal instruction. - Working knowledge of Office Suite to include: Outlook, Word, Excel, and Teams. - Ability to multitask and conduct research. - Proficient keyboarding skills: touch typing preferred. - Time management skills. Requirements - High school diploma or equivalent. - Customer Service experience required. Physical Requirements - Prolonged periods of sitting and working on a computer. - Must be able to lift 15 pounds at a time. Benefits - Fully remote opportunity. - No waiting period for medical, dental, and vision benefits - available on day one. - Company-paid life insurance and employee assistance program for all employees. - 401K with company match. - Employee discount on Ubique Group products. - Employee-led organization Ubique Cares engages in monthly and quarterly employee engagement activities packed with fun and giveaways! - Free office chair for remote employees. - 9 paid holidays and 1 floating holiday per year and up to 13 Accrued PTO days per year.

• Call center representatives answer multiple call types focused on assisting KY residents with a variety of different health benefits (such as SNAP, Medicaid and TNAF). • Call types include password resets, application status, application intake/updates and our customer also need help navigating the government's online application tool. • It also includes dealing with multiple systems to input and read/interpret data back to the caller. • These calls can be difficult as we handle SNAP and other benefits (Supplemental Nutrition Assistance Program) and deal with callers who are missing/denied benefits.