Role Description Working in a rapidly growing, ever-changing scale-up comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career at Booksy. As a Customer Support Team Leader your purpose will be to oversee a team of advisors who provide support to our customers through different tools such as chat, calls and emails. You will be responsible for coordinating their work, ensuring the achievement of team KPIs, and driving performance. Additionally, you will introduce innovations and establish new standards to optimize and enhance processes. - Team Management & Development: Set goals, monitor KPIs, organize daily workflows, and continuously upskill and motivate team members. - Quality Assurance & Support: Ensure work standards are met through regular contact monitoring, audit task accuracy, and assist the team in resolving complex customer issues. - Reporting & Analytics: Analyze team performance, prepare result presentations, and report on metrics, team status, and morale to upper management. - Process & Tech Optimization: Review and improve Customer Support processes, collaborate with Product Support, and recommend technical solutions to drive innovation. - Key Account Revenue: Develop tailored solutions to maximize revenue and retention from high-value clients. - Product Feedback: Identify system irregularities (Booksy Biz/Booksy for Clients) and report them following established procedures. Qualifications - Minimum 3 years of experience in inbound customer service. - Minimum 2 years of experience in team management. - Familiarity with customer service metrics and tools. - Ability to work independently and take on challenges. - Proficiency in both Polish and English at C1 level. Benefits - Fully remote position - We take pride in being a globally distributed team; - Private medical care from Allianz health (subsidized by Booksy); - Life insurance from Uniqua (covered by Booksy, employee cost - 1 PLN); - Multisport card (voluntary and unsubsidized, diverse packages to choose from); - Online consultations with Psychologist Booksy (fully subsidized by the company); - Access to English online language training (Speexx); - Employee wellbeing platform: Worksmile (employees can redeem shopping vouchers); - Additional life Insurance from PZU (unsubsidized, voluntary); - Happiness Team initiatives.

Title: Customer Service/Collections- Office Employee Class III Robbinsdale, MN Requisition Number: 513852 Why North Memorial Health? At North Memorial Health, you’re part of an inclusive health team that is rooted in our values: Advocate Courageously, Rally Together, Respect Uniqueness and Create Impact. Empathy and care are at the heart of North’s culture which is designed to actively support each team member’s wellbeing and growth. Our strength lies in our diversity, and we embrace the unique contributions and experiences of each person. Together, we empower patients to achieve their best health. Our health system encompasses two hospital locations in Robbinsdale and Maple Grove as well as a network of 23 clinics which includes 13 primary clinics, 6 specialty clinics, 4 urgent care/urgency centers and emergency care offerings covering five counties. Our Robbinsdale Hospital, established in 1954, is a 385-bed facility recognized as the top Level 1 Trauma center for 25 years, as well as serving as a Level II pediatric trauma center. Our Maple Grove Hospital was established in 2009, is a 134-bed facility recognized as a top hospital in the state for Women and Children Care, with a Level III NICU, and is the largest Family Birth Center in the state (~5,000 deliveries per year and over 60,000 babies delivered). Both have been named to the 2022 Fortune/Merative 100 Top Hospitals® list, 2023 Women’s Choice Award Best Hospitals list. Benefits the North Way! As North Memorial Health is a non-profit organization you are eligible for the Public Student Loan Forgiveness program. Most part-time and all full-time positions are eligible for benefits. - Health & Welfare Benefit Packages - 401k Retirement Match or Pension Plan, based on workgroup eligibility - Generous Paid Time Off (PTO) Plans - Adoption Reimbursement up to $3000 per child - Child Care Discount Program with New Horizon 10% off weekly childcare tuition - Education/Tuition Reimbursement - 24/7 Fitness Center Access for all benefit eligible team members Commitment to Diversity, Equity & Inclusion At North Memorial Health we recognize that the strength of our team lies in our diversity and make every effort to embrace the unique contributions and experiences of each person on our team. We strive to ensure that everyone feels like they are a valuable part of our community, with initiatives that reinforce our belief in diversity, equity, and inclusivity, to promote a workforce that enables authenticity, as we want to be our best when providing effective services to our patients. We acknowledge and celebrate the unique traditions, backgrounds, languages, beliefs, and customs of our community, and want everyone to feel welcome. Through our DE&I initiatives we hope to dispel myths, assumptions, and acts of implicit bias. About this position Coordinates the production steps necessary to submit accurate and timely bills to third party and private payers, monitors and follows up on all outstanding account balances, collects accounts in a timely manner while adhering to the NMHC Credit Policy, posts customer and third party payments to the accounts receivable, reviews remittance, advises and provides customer service to customers/customer groups in the resolution of customer accounts. Partners with the appropriate staff and departments to ensure optimal working relationships. Variation of duties may result based on the assigned area(s). Requirements Education • High school graduate or equivalent (i.e., GED) required. Experience Experience based on area: • Coding certificate preferred (NMTS) for Coding positions only. • Two years credit and collections experience required in a health care environment. • Minimum one year multiple payer medical billing experience required in a health care environment. • Minimum one year cash application (posting) experience required (will accept two years billing experience) Knowledge, Skills and Abilities • Knowledgeable of and skill in using computer billing software. • Knowledgeable of industry standards and payer requirements. The North Memorial Health System is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t perfectly align with every qualification listed, we encourage you to apply anyway. You may still be the right candidate for this or other roles. Work Group: 113 Service Workers Hours per two week pay period: 80 Shift: Days 8 hours Weekend Requirement: None Call Requirement: None Remote or On-site: Hybrid Remote FLSA Status: Non-Exempt Benefit Eligibility: Health insurance benefits are available for this position. North Memorial Health offers multiple health plans based on work group eligibility. Salary Range: 113 Service Workers 22 ($25.63 - $30.21), based on experience Shift Differential: Compensation may include shift differential pay depending on the position and shift worked. Employment Sponsorship: Applicants must be currently authorized to work in the United States on a full-time basis. Work visa sponsorship is not available for this position

• Supporting players through both phone and live chat. • Finding the right solution for every customer by listening, investigating and problem solving. • Reviewing customer identification as part of onboarding new players. • Helping to keep tombola a safe and responsible place to play by supporting our safer gambling processes. • Delivering an awesome customer experience with every interaction.

• Take ownership of the investigation, diagnosis, and resolution of our client's technical and customer service-related questions. • We own client communication from initial contact until resolution. • Strive to be a product expert in all areas of the product. • We pride ourselves on being able to understand each customer’s needs deeply. • Advocate for, and be the voice of our clients internally. • Engage with and work alongside different teams to provide product feedback and iterate on our processes. • Collaborate with different teams within Phorest, including our Marketing, E-commerce, and Mobile teams to ensure every decision made has our customers in mind. • Help test new features, bug fixes, and improvements and provide direct feedback to the teams involved. • Answer incoming Customer Support queries (approx 17+ per day) • Resolving problems by phone, email support or remote connection • Becoming a Product Expert on Phorest’s software • Issue reporting, logging, and troubleshooting • Escalating issues to internal teams where necessary