• 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

Job Description Come and be yourself with us Being a Bobber is all about being you. We want you to bring all parts of yourself to work, giving you the freedom and confidence to be the best you and do your best work. If that's bubbly, shy, precise, funny, bold, kind, honest, brilliant, or anything in between, we're waiting with open arms. About the role We're looking for a Senior Customer Experience Specialist to join our Customer Experience team and own the investigation and resolution of some of our most complex customer issues. This role sits at the centre of Customer Experience and Engineering. You'll investigate complex technical issues, work directly with customers, partner closely with CX Engineering, and help ensure our customers receive thoughtful, timely resolutions. Every day is different. Some investigations can be resolved quickly, while others require deep investigation, multiple stakeholders and close collaboration across teams. If you enjoy solving complex problems, working in a fast-moving environment and continuously improving how things are done, we'd love to hear from you. Job Requirements - Own complex customer escalations from investigation through resolution - Partner closely with CX Engineering to diagnose issues and validate solutions - Lead customer calls to gather information and communicate investigation progress - Produce clear, high-quality investigations that accelerate Engineering resolution - Prioritise multiple complex investigations simultaneously - Build and maintain technical playbooks and knowledge articles - Identify recurring issues and recommend process improvements - Contribute to automation and AI initiatives across Customer Experience - Mentor Customer Experience Specialists through complex investigations - Collaborate closely with Product, Engineering and Customer Experience teams Job Responsibilities Requirements are often considered a measure of how equipped you are to do the job, but sometimes they aren't the only factor. If you don't meet every requirement listed below but believe you'd be successful in the role, we'd still love to hear from you. Essential experience: - Experience in a Customer Experience, Technical Support, Customer Support, Professional Services or similar customer-facing SaaS role. - Experience investigating and resolving complex customer issues, ideally within a high-volume support environment. - Experience partnering with Engineering, Product or technical teams to diagnose issues and drive resolutions. - Experience owning customer escalations from investigation through to resolution. - Strong written communication skills, with the ability to document investigations clearly and communicate technical issues to different audiences. - Experience leading customer conversations and managing challenging situations with confidence and empathy. - Experience balancing multiple competing priorities while maintaining a high standard of customer service. Essential mindset: - Calm and methodical when working through complex or ambiguous problems. - Strong prioritisation skills, with the ability to manage a varied workload and make sound decisions under pressure. - Naturally curious and motivated to investigate issues rather than applying quick fixes. - Collaborative approach, with a genuine enjoyment of working across Customer Experience, Engineering and Product teams. - Continuous improvement mindset, always looking for opportunities to improve processes, documentation and the customer experience. - Comfortable working in a fast-paced environment where priorities can change throughout the day. - High levels of ownership and accountability, taking responsibility for customer outcomes from start to finish. - Strong customer empathy, balanced with sound technical judgement. Nice to have: - Experience troubleshooting APIs, integrations or technical product configurations. - Experience working with tools such as Zendesk, Salesforce or similar customer support platforms. - Exposure to HR technology or other B2B SaaS products. - Experience creating internal documentation, playbooks or knowledge base content. - Experience using AI-powered support tools or contributing to automation initiatives. Benefits You'll work on some of the most technically challenging customer issues in the business, partner closely with Engineering, influence how Customer Experience operates, and help shape improvements that benefit both customers and the wider team. If you enjoy solving complex problems, collaborating across teams, and making a visible impact, this role offers the opportunity to do exactly that. Join our village HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits and pre-IPO equity alongside all of this: - Company share options plan - Cash allowance for health insurance - Annual vision allowance - Annual Headspace subscription and wellness benefits - Travel support (cycle scheme and season ticket loans) - Hybrid working from day one - Work from home set up cash allowance - Temporary remote work from anywhere in the world for up to two months (after six months of employment) - Bob Balance Days throughout the year - Two Social Impact Days annually for volunteering - Employee referral programme - Pension scheme auto-enrolment from day one - Regular company and team social events - Birthday day off And beyond the benefits, you'll join a company where you'll have the opportunity to make a real impact, grow your career, challenge yourself and help shape the future of work. We're building a company where everyone can do their best work, grow their careers and be themselves along the way. We'd love for you to be part of it.

Role Description This position will assist the Behavior Support Specialists, individuals participating in Iowa’s Money Follows the Person (MFP) program, and their community provider(s) with the implementation and training of individualized behavior support plans. This includes establishing relationships with the individual and providing on-going technical assistance and competency-based training to community providers. This position is fully remote and requires the ability to travel throughout the state, including overnight, and the ability to maintain a home office with high-speed internet. State vehicle provided. This is a specified term position with an end date of 3/31/2027 with strong likelihood of extension. - This position is eligible to participate in remote work. - Remote work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. - Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location. Support the implementation of Behavior Support Plans written by Behavior Support Specialists by: - Providing on-site observations - Conducting fidelity and inter-rater reliability checks - Modeling BSP interventions to fidelity to train direct support personnel and/or family members to best support MFP participants (current and former). - Implementing initial ABA (such as initiating communication teaching protocols) under the direction of a Board Certified Behavior Analyst. - Providing initial and/or ongoing therapeutic interventions (such as developing and practicing coping skills) under the direction of a Board Certified Behavior Analyst. - Participating as a member of participants interdisciplinary teams. - Providing ongoing training to Direct Support Professionals and/or family members on individual’s Behavior Support Plans and related participant specific interventions. - Providing Direct Support Professionals and other team members with additional resources when needed. - Advising regarding additional supports and services that may help meet the participants behavioral support needs. - Preparing documentation and reports as required for the needs of the program. - Attending meetings with partner entities and preparing materials as requested. - Maintaining a caseload tracking system. - Assisting in training new staff in their roles and responsibilities for the MFP program. - May participate in the hiring process for new MFP positions including interview and selection processes. - Managing UI procurement card. - Maintaining records on travel and training expenses related to the position. - Providing feedback for budget needs for implementation and/or development of the service and report them to the Behavior Support Specialist Supervisor. - Assisting with tracking progress and effectiveness of behavioral support plans including collecting data on incidents and reoccurrence of problem behaviors. - Completing required documentation. - Assisting with addressing client concerns in consultation with Behavior Support Specialists and Supervisor. - Identifying and implementing quality improvement initiatives. - Contributing to strategic planning efforts within the scope of behavioral support services work under the direction of the Behavior Support Specialist Supervisor. Qualifications - Bachelor’s degree in a Behavioral Analysis, Psychology, or related field, or an equivalent combination of education and experience. - 1 or more years of behavioral programming experience with an emphasis on positive behavioral support philosophies and crisis prevention. - Demonstrated knowledge of the Home and Community Based Services system, housing and service options, Intellectual Disability/Brain Injury and related conditions, and knowledge of available resources for information and assistance. - Demonstrated excellent written and verbal communication skills, including experience or capacity to demonstrate positive interpersonal skills and work as a cooperative team member. - Demonstrated exceptional organizational skills, showing the ability to manage multiple tasks, establish priorities, and complete tasks in a timely manner. - Proficiency in MS Office software applications, including Word, Excel and Outlook. - Ability to travel extensively within the State of Iowa and hold a valid Driver’s License, plus the ability to meet the University of Iowa Fleet Safety Program driving standards (University of Iowa Operations Manual Part V, Chapter 19). - Ability to maintain a home office and meet technology requirements to conduct business and video conferences using a home internet connection. - Ability to work a flexible schedule. Requirements - Previous experience with crisis intervention and management strategies. - Proficiency in MS Office Computer software applications Planner, One Note, SharePoint, and Teams. - Previous experience with a person-focused program; and/or experience empowering clients and caregivers in making informed choices and finding solutions to support clients through this process. - Experience managing day-to-day program operations, including functions such as self-scheduling, collecting data, and serving as program liaison. Application Process In order to be considered, applicants must upload a resume and cover letter (check the box for required attachment) that clearly address how they meet the listed required and desired qualifications of this position. Job openings are posted for a minimum of 7 calendar days. Successful candidates must self-disclose any conviction history and will be subject to a criminal background check and education verification. This position is not eligible for University sponsorship for employment authorization. Please contact Michael-lynch-2@uiowa.edu with any questions.