• Acts as liaison between customer, sales and/or production departments • Receives customer print inquiries concerning prospective, current, and past orders • Maintains daily update of production schedule and keeps customer informed about status of their job • Interacts with customers by phone, online chat, email or in person about printing requirements • Fills out pre-production order specification information • Coordinates preparation of written quotes and proposals • Handles phone inquiries for job status, estimates, orders, changes and complaints • Provides customer with shipment confirmation • Maintains cleanliness of work area and equipment • Carries out conduct and responsibilities in accordance with company policies, procedures, safety, and applicable laws

• Partner with Athletes (customers) over the phone or via chat to address questions and concerns • Dive into our Tier 2 escalation calls and chats by solving questions • Build relationships through clear and empathetic communication • Tackle challenges ensuring every Athlete leaves with a smile • Work with internal and external partners for issue resolution • Log all information appropriately • Be a positive voice within the team and offer recommendations

• Handle inbound calls from customers, providing excellent customer service in assisting with their lease or loan account • Own Koalafi operational knowledge to provide sound answers when customers have questions • Resolve inbound inquiries and issues independently and escalate as needed • Initiate contact with customers in order to resolve account issues • Proactively identify any trends in customer issues and synthesize feedback to share with management team • Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants

Role Description The Insurance Operations & Broker Support Specialist plays a critical role in supporting the agency’s sales and operational functions. This position partners with insurance producers, General Agent (GA) partners, and carrier representatives to deliver accurate quotes, maintain compliance with licensing requirements, and ensure seamless carrier appointment, access, and commission processes. Operating in a hypergrowth environment, this role plays a critical part in executing day-to-day operations while building the processes and standards needed to support rapid and sustainable scale. The ideal candidate is highly organized, proactive, and capable of operating independently to drive outcomes in a fast-paced, evolving environment. Qualifications - Proficiency in CRM systems and Excel (advanced skills preferred). - Strong ability to work independently, prioritize effectively, and deliver results with minimal oversight. - Strong understanding of insurance products, quoting processes, and carrier structures. - Demonstrated ability to build and implement processes in a startup or evolving environment. - Possess a builder mindset: Creates structure where none exists; thrives in ambiguity. - Ability to manage multiple workflows with precision and accountability. - Takes initiative and drives outcomes without reliance on established processes. - Ability to communicate clearly and professionally across internal teams, partners, and carriers. - Analytical thinker: Interprets commission data and identifies discrepancies. - Builds and maintains strong partnerships with carriers and GA partners. Requirements - 3–6+ years of experience in insurance operations, brokerage support, or agency administration preferred. - Experience managing licensing and compliance across multiple states. - Familiarity with commission structures, reconciliation, and reporting. - Experience onboarding users to carrier portals, quoting tools, and internal systems. - Preferred experience with Zywave and Sircon systems. Benefits - Prolonged periods of sitting at a desk and working on a computer. - Must be able to move up to 15 pounds at times. - Must be able to participate in or facilitate video conferences and virtual meetings.