• Process incoming content editing requests: emails, tickets, hotel profiles, messages in corporate chats; • Prepare and proofread texts for product team projects; • Ensure the relevance and accuracy of hotel information: text descriptions, service details, photos, room categories, accommodation conditions, and payment and cancellation policies; • Maintain and update the hotel tax database: correct and add taxes at the hotel and regional level, work with tax documentation; • Monitor and update geodata: revise and correct information about hotel locations and geographic objects.

• Collaborate with the Head of Customer Experience on team growth, development, and results - always balancing service quality with team wellbeing • Understand what drives each team member, and remove the blockers that hold them back, so the team performs at its best • Deliver clear, timely, and constructive coaching and feedback to the Quality & Training, Disputes, and Reputation Management teams • Monitor and present weekly reports on department KPIs and individual performance, communicating insights that drive decisions • Proactively work on continuous improvement strategies and peak-season scaling plans • Go beyond issue resolution - identify opportunities to surprise customers and turn routine interactions into memorable moments • Guide your team through difficult customer situations and step in to manage escalations directly when needed • Own team projects from start to finish - set direction, remove blockers, and guide your direct reports to deliver • Identify workflow inefficiencies, update SOPs, and champion process improvements that make the team faster and smarter • Support the evaluation and implementation of tools and platforms that improve team effectiveness • This is a full-time role working CET hours, typically 9AM to 5PM or similar.

Role Description ITM Marketing is currently hiring remote Customer Service Representatives to join our team! This position is responsible for delivering general OPM healthcare enrollment information to callers. The Customer Service Representatives use basic office equipment and technology such as soft telephones, email, chat, and web browsers to perform their duties. The processes that the Customer Service Representatives must follow are well defined and documented in training and work instructions. To prepare for this role, ITM Marketing provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism. Please note: these are Limited Service, Full-time Remote roles with a possibility of a more permanent position at the completion of the job. You will pick up equipment from the site of our partner company in Pharr, Texas or Lawrence, Kansas. All training will be done remotely. Responsibilities - Provide knowledgeable responses to telephone, email, and chat inquiries in a courteous and professional manner. - Follow established and documented policies and standard operating procedures such as filling out time sheets, adhering to privacy rules, and responding to numerous inquiries. - Utilize standard technology such as telephone, e-mail, and web browser to perform job duties. - Assist callers with locating information needed to make their healthcare plan decision. - Refer calls to other agencies as specified in the training and work instruction documents. - Maintain up-to-date knowledge of OPM regulations and policies as they apply. - Report problems that occur via the online system so they can be addressed by the appropriate parties. - Respond to telephone, email, and chat inquiries within the set of departmental staffing and time parameters. - Light data entry and clerical duties as defined in the training and work instruction documents. - May be required to work scheduled holidays. Overtime may be required. - Perform other related duties as assigned. - Regular and predictable attendance is required. Qualifications - High School Diploma or GED required. - Minimum six (6) months customer service experience required. - Must be able to speak and read English clearly, professionally, and fluently. - Must be able to type a minimum of 20 WPM - typing test WILL be administered before the letter of offer for the position is sent. - Ability to effectively work within established contractual turnaround times required. - Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks. - Proven ability to work as a member of a team. - Experience working with a PC and a Windows environment is required. - Must pass a Federal Public Trust Background Investigation. Home Office Requirements - Reliable, high-speed internet service. - Services that connect via a cellular network (mobile hotspot, fixed wireless, etc.) or satellite are incompatible. - Minimum 25 MBPS download speeds. - Must be a traditional, wired high-speed connection, such as cable or fiber. - Must be able to connect your computer directly to your modem or router via ethernet cable; Wi-Fi connections are not allowed. - Quiet and distraction-free workspace. - Our partner company will supply your computer equipment - must be picked up at our partner company's location. - Must be located within 50 miles of Pharr, TX or Lawrence, KS. - Must be at least 18 years of age and must be authorized to work in the United States. - We participate in E-Verify. Benefits - An awesome work schedule: Our call center is open from 7:50 AM - 8:00 PM EST, Monday - Friday; 8-hour shifts are scheduled within the hours of operation. - Weekly Pay. - Benefits after 90 days of being hired into a permanent full-time position: PTO (Paid Time Off), Holiday Pay, Health (Medical, Dental, Vision) Insurances, premium paid Life Insurance. - 401k eligible after 6 months of being hired into a permanent full-time position.

Role Description This is a role for someone who genuinely loves people and technology - both the team they support and the customers they serve. What you need is the drive to learn, the empathy to coach, and the ownership mindset to step up when it matters. You’ll start by getting deeply familiar with our product and customers - handling calls and tickets alongside the team. Over time, you'll grow into the full team lead responsibilities: - Lead and support the Customer Experience team, creating a culture focused on client satisfaction and team performance - Host regular one-on-ones to coach and develop team members - Manage day-to-day operations including scheduling, call/ticket reviews, PM case reviews, and interdepartmental communications - Analyze team performance metrics (response times, CSAT, call quality, missed calls) and use data to inform decisions and improve service outcomes - Provide hands-on support with calls and tickets as needed, especially during high volume or complex situations - Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive, and constructive manner - Support the rollout and adoption of new tools and technologies (including AI initiatives like Ask Amy), contributing to documentation and process improvements - Champion stability and growth through proactive engagement, team feedback, and a passion for continuous improvement - Support risk and compliance functions and provide feedback to leadership to help maintain strategic alignment Qualifications - Have strong emotional intelligence, with the ability to lead with empathy and compassion - Experience working in SaaS, technical support, or other customer-experience-intensive environments (we’ve seen great hires come from all kinds of backgrounds - retail, hospitality, and beyond) - Are driven, motivated, and passionate about helping people - both customers and team members - Possess excellent communication skills and can coach others on tone, empathy, and professionalism - Leadership experience and you lead with ownership, not just task completion - you take initiative and follow through - Embrace feedback and change, seeing both as opportunities to grow - Are energized by fast-paced environments and skilled at navigating uncertainty - Thrive when mentoring others and are excited to help team members grow into their full potential - Are humble, eager to learn, and happy to ask questions and seek clarity where needed Requirements - Familiarity with Zendesk, Dialpad, or similar customer support platforms - A working understanding of CSAT and other customer experience KPIs - Exposure to AI tools and an enthusiasm for exploring how technology can enhance customer service Benefits - Employee Stock Ownership Plan (ESOP) - Full medical, dental, and vision coverage - Life insurance and disability insurance - Health spending account - Flexible working hours - On-the-job training and growth opportunities - Free on-site parking - $60,000 - $75,000 a year Company Description BIS Safety Software has been headquartered in Sherwood Park, Alberta, since 2006. We build software that helps organizations manage safety training, learning, and compliance - and we’re growing! - We don’t use job titles internally - we value humility and contribution over hierarchy. - We move fast, integrate new ideas quickly, and give people real ownership of their work. - Through our Employee Stock Ownership Plan (ESOP), you have the opportunity to own a piece of the company you’re helping build. How to apply We love hearing from our candidates - please include a cover letter or insights into any people leading and customer experience you have had in the past. Visit our Careers Page for more information. We sincerely thank all applicants for their interest. Only those selected for interviews will be contacted. Job ID #L202607-08CTL We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.