• Respond promptly and professionally to customer enquiries via live chat and email channels. • Effectively troubleshoot customer issues, identify solutions, and guide them through to resolution. • Maintain detailed and accurate records of all customer interactions and feedback within our systems. • Collaborate with internal teams to manage and resolve more complex enquiries. • Uphold a high standard of customer satisfaction by providing a supportive and positive experience. • Embody the company's commitment to transparency and speed in all communications.

• Answer, screen, and route incoming calls to the appropriate team member • Take and relay messages or transfer calls to voicemail when staff are unavailable • Log phone calls and upload documents into the online document management system • Provide clerical support to office staff, including faxing, copying, and file organization • Maintain regular communication with clients and respond to questions • Obtain insurance coverage information in a timely manner • Follow up on medical treatment and confirm continuity of care • Request and obtain medical records and billing statements from providers • Communicate with insurance companies regarding treatment status and update adjuster information in the system • Perform additional administrative and case-related duties as assigned

• Provide technical support to customers via email and chat • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues • Follow standard procedures for escalating unresolved issues to the appropriate internal teams • Provide prompt, accurate feedback to customers • Ensure proper recording and closure of all issues • Prepare accurate and timely reports • Document knowledge in the form of knowledge base tech notes and articles • Participate in improving the product FAQ and knowledge base • Work closely with the engineering team on unresolved or recurring issues • Post to Reddit twice a week with content centered on SpinOne tips and tricks, backup strategy optimization, policy creation, admin workflows, and more • Manage comments daily: respond to questions, keep threads constructive, and enforce community guidelines. Invite struggling users to 1:1 calls to ensure they are heard and get the support they need. • Host recurring 2-hour AMAs (2-4x / month) on topics like SpinOne product functionality, SpinCRX browser security, and open Q&A - and follow up on unresolved threads afterward • Serve as the go-to resource for SpinOne users, building trust and rapport over time

• Answer, screen, and route incoming calls to the appropriate team member • Take and relay messages or transfer calls to voicemail when staff are unavailable • Log phone calls and upload documents into the online document management system • Provide clerical support to office staff, including faxing, copying, and file organization • Maintain regular communication with clients and respond to questions • Obtain insurance coverage information in a timely manner • Follow up on medical treatment and confirm continuity of care • Request and obtain medical records and billing statements from providers • Communicate with insurance companies regarding treatment status and update adjuster information in the system • Perform additional administrative and case-related duties as assigned