• Handle inbound customer chats, texts, and emails —assisting with order information, tracking, updates, cancellations, and providing detailed information about our products and website • Address and resolve customer inquiries regarding orders, ensuring all information provided is accurate and up to date • Use various computer software and systems to access customer accounts, document case notes, process orders, and securely handle payment information • Serve as an ambassador for the Journeys brand by personalizing each interaction and building customer loyalty • Meet attendance requirements and key performance indicators (KPIs) to maintain a high standard of service • Ensure the safety and privacy of customer data by following all company policies and procedures • Perform other duties as needed to support overall business operations

• Become deeply knowledgeable about the Teamworks product suite • Own a queue of support tickets across AMS, Nutrition, and Strength & Conditioning, triaging and resolving issues based on severity and business impact. • Gain an understanding of our customers' challenges and needs in order to troubleshoot and solve complex problems in a prompt and friendly manner. • Fulfill technical requests including workflow configuration, dashboard and visualization building, third-party integration setup, data uploads, template creation, workflow customization, and general troubleshooting. • Communicate clearly and responsively with customers, owning all correspondence from initial contact through resolution. • Handle sensitive information, including athlete health data, and enforce data security measures to protect all information. • Coordinate with internal stakeholders across Product and Engineering to surface bugs and customer feedback, providing thorough documentation when escalating, and ensuring products are improving and customer needs are being met. • Contribute to internal process improvements that keep team KPIs healthy as the business scales. • Participate in a rotating schedule for weekend coverage during high-stakes customer projects.

Role Description We are hiring a Customer Support Specialist to manage customer queries and complaints. You will also be asked to make modifications and escalate complaints across several communication channels. Responsibilities: - Manage large amounts of social media and website inquiries. - Build sustainable relationships and trust with customer accounts through open and interactive communication. - Provide accurate, valid, and complete information by using the right methods/tools. - Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. - Keep records of customer interactions, process customer accounts, and file documents. - Follow communication procedures, guidelines, and policies. - Take the extra mile to engage customers. Qualifications - 5+ years of experience in Customer Support, including 2 years of experience in Crypto Customer Support. - Knowledge or experience in Finance and/or Decentralized Finance and/or Cryptocurrency/Blockchain. - Thorough knowledge of legislation about consumer protection. - Top-notch oral, written, and interpersonal abilities. - Well-developed arbitration skills with the ability to remain impartial. - Affinity for multitasking with precision. - Capacity to accept and utilize constructive criticism. - Alignment with our company's values. - Diploma, Bachelor, or Master Degree in Economics, Business, Sales, or similar. - Fluent in English. Benefits - Competitive Financial Compensation: We offer financial benefits that reflect the value of your work and dedication. - Work Flexibility: Enjoy the flexibility to work from home, the office, or even abroad. - Annual Holidays: Generous paid time off to help you maintain a healthy work-life balance. - Relocation Assistance: We provide relocation support for employees moving to new locations. - Professional Development: Opportunities for training, certifications, and career growth. - Employee Recognition: Programs to celebrate and reward your achievements and contributions. - Inclusive & Collaborative Culture: A supportive and diverse work environment where your voice matters. - Diversity, Equality, and Inclusion: We are committed to fostering a workplace that values diversity and promotes equality and inclusion for all employees.

• Develop a comprehensive understanding of the current processes, procedures, and tools associated with the Oscar business model. • Work with members, brokers, providers, and Oscar vendors through multiple channels according to assignment needs • Manage an assigned caseload, maintaining service delivery, productivity, and quality expectations • Form working relationships with all partners. • Support the leadership team by identifying issues through established escalation pathways • Monitor and track the health of all assigned work-in-progress issues. • Escalate and resolve issues to ensure appropriate turnaround times • Participate in process improvement projects • Comply with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI) • Compliance with all applicable laws and regulations • Other duties as assigned