• Respond to and resolve queries from our customer’s customers via email • Escalate advanced/complex queries to appropriate internal channels • Continuously improve knowledge of Paddle products and understanding more advanced queries • Collect feedback, report issues, improve processes, and participate in team meetings

• Partner closely with CSMs on renewal strategy execution, ensuring timelines, pricing accuracy, and completeness • Build, maintain, and refine advanced Excel-based pricing models, renewal comparisons, and financial scenarios • Manage vendor quotes, serviceability checks, and tool submissions for renewal and expansion opportunities • Prepare customer-ready renewal summaries, pricing breakdowns, and comparison views that support confident decision-making • Track in-flight renewals, proactively flag risks, and ensure nothing slips through the cracks • Continuously improve renewal workflows, templates, and Excel models to support scale • Take on additional projects as needed to support Customer Success operations and organizational growth

Role Description Medica's Customer Service Representatives are the primary contact for members to resolve service inquiries for claims, enrollment, billing, pharmacy, as well as interpreting contracts and explaining benefits. They work telephonically and are responsible for: - Exceptional levels of service satisfaction - Providing quality service - Service recovery process This position is a 100% inbound customer service environment, with no cold calling or prospecting required. The service recovery process is critical, and our Customer Service Representatives will utilize this process to assist members in complex situations. Our customer service department offers a fast-paced and rewarding environment where you will receive: - 4-6 weeks of paid training - Comprehensive benefits - A supportive environment that fosters continual growth Successful Customer Service Representatives build an amazing base of health plan and health claims knowledge that they leverage for career advancement opportunities throughout the Call Center and other areas of Medica's business. This class has multiple openings and will start on Monday, August 31st, 2026. Training hours are Monday through Friday from 8:00am-4:30pm CST; after training, shifts do change. Our department is open: - Monday-Friday 7:00am CST- 8:00pm CST - Saturdays from 9:00am CST - 3:00pm CST Qualifications - Customer Service experience in a Healthcare related setting preferred - Excellent verbal and written communication skills - Able to deliver high quality service to Medica's members - Ability to interact with the team and support each other in dealing with customer issues - Advanced ability to multi-task and manage time efficiently - An ability to identify process improvements, provide mentor and peer feedback, and develop knowledge of multiple products and platforms - Demonstrated ability to learn quickly and respond well to a rapidly changing industry and operational environment Requirements - High School Diploma, GED or equivalent; equivalent work experience will be considered in lieu of educational requirement - 2+ years of customer service experience - Schedules after training vary based on business need and may include: - 8:00am-5:00pm - 9:00am-5:30pm - 9:30am-6:00pm - 10:00am-6:30pm CST (shift differential incentives are offered for this later shift) - 10:30am-7:00pm CST (shift differential incentives are offered for this later shift) - 11:30am-8:00pm CST (shift differential incentives are offered for this later shift) - 12:00pm-8:30pm CST (shift differential incentives are offered for this later shift) - 12:30pm-9:00pm CST (shift differential incentives are offered for this later shift) - *Schedules may include Saturday shifts from 9:00 am - 3:00 pm based on business needs.* - This position is a Remote role. - To be eligible for consideration, candidates must have a primary home address located within any state where Medica is registered as an employer - AR, AZ, FL, GA, IA, IL, KS, KY, MI, MN, MO, ND, NE, OK, SD, TN, TX, VA, WI. Benefits - Competitive medical, dental, vision - PTO - Holidays - Paid volunteer time off - 401K contributions - Caregiver services - Many other benefits to support our employees

Role Description The Zoho CRM & Analytics Specialist serves as the organization's internal expert for the Zoho ecosystem, responsible for maximizing the value of Zoho One and its integrated applications. This role combines CRM administration, business intelligence, process automation, reporting architecture, and systems optimization to ensure leadership has accurate, timely, and actionable data to drive business decisions. The specialist will partner closely with Operations, Sales, Finance, Customer Service, IT, and Executive Leadership to: - Design scalable reporting solutions - Optimize business processes - Improve data quality - Develop automation across Zoho CRM, FSM, Billing, Analytics, and other Zoho applications Rather than simply producing reports, this role is expected to become the organization's trusted advisor on how to best leverage the Zoho platform to improve operational efficiency and business visibility. Qualifications - 3+ years of experience administering Zoho CRM and/or Zoho One - B2 English level - Strong experience with Zoho Analytics - Experience building executive dashboards and operational reports - Hands-on experience with Zoho Deluge scripting - Experience configuring workflows, automation, and custom functions - Strong understanding of CRM data structures and relational databases - Advanced analytical and problem-solving skills - Excellent communication skills with the ability to explain technical concepts to non-technical audiences - Advanced Excel or Google Sheets skills Requirements - Experience with Zoho FSM - Experience with Zoho Billing or Zoho Books - Experience integrating Zoho with third-party applications using APIs - SQL knowledge - Experience with Power BI, Tableau, or similar BI platforms - Familiarity with ETL concepts and data warehousing - Experience supporting field service or home service organizations - Bachelor's degree in Information Systems, Computer Science, Business Analytics, Engineering, or a related field Benefits - Competitive salary - Paid time off and holidays - Opportunity to lead the organization's Zoho strategy - Exposure to executive leadership - High-impact role with significant influence on business operations - Professional development and certification opportunities