• Analyze client servicing portfolios, using Customer IQ data enrichment and insights plus servicing, origination, credit, and property data, to identify the largest sources of runoff risk and recapture opportunity. • Build a standardized portfolio health assessment methodology that scores risk and opportunity consistently across every client, regardless of size or portfolio composition. • Quantify dollars at risk from runoff and dollars of opportunity from recapture, HELOC growth, and cross-sell, and prioritize which segments and clients to act on first. • Partner with Product and Data Engineering to build and refine analytic models for runoff likelihood and cross-sell propensity at the borrower level. • Deliver executive-level portfolio assessments directly to top clients as a flagship, high-touch engagement. • Build a standardized library of retention and recapture playbooks, purchase recapture, refinance retention, HELOC / home equity growth, cross-sell/upsell, and full lifecycle marketing that Customer Success can deploy consistently across the client base. • Educate Customer Success Managers so every CSM can confidently advise clients on retention and recapture strategy, not just platform usage. • Create enablement assets: workshop decks, ROI calculators, industry benchmarks, sample campaign templates, and QBR frameworks that embed retention insight into every client touchpoint. • Serve as an escalation resource and coach for Customer Success on complex retention-strategy conversations with strategic accounts. • Design and launch a subscription-based Value-Added-Services offering that packages retention/recapture expertise, portfolio analytics, and ongoing advisory support as a premium service clients can subscribe to. • Define service tiers, pricing and packaging, delivery model (self-serve tooling vs. white-glove advisory), and service-level commitments. • Partner with Product, Finance, and Sales to build the business case, pricing model, and go-to-market plan for the VAS line. • Own performance and revenue targets for the VAS offering post-launch, iterating based on client adoption and measured retention outcomes. • Establish success metrics that tie VAS subscription value directly to client outcomes: reduced runoff, higher recapture rate, increased customer lifetime value. • Define how Customer IQ enrichment data and insights, Mortgage Inquiry Alerts, Equity Alerts, Rate Alerts, MLS Listing Alerts, Credit & Debt Enrichment, Credit Improvement Alerts, and Life Event Signals, and feed both the playbooks and the portfolio risk/opportunity analysis. • Partner with Product and Engineering to evolve Customer IQ and the broader retention technology stack based on findings from client portfolio analysis, various data sources, and VAS delivery. • Support enterprise sales with retention/recapture ROI analyses, particularly in competitive deals. • Help quantify expected ROI and business impact of Customer IQ and the VAS offering for prospective clients.

Role Description This is a dual-mandate role — keeping customers successful and growing recurring revenue — delivered through three core activities: customer assistance, churn save, and live demos. - Assist users over chat and email. - Lead churn-save outreach to win back at-risk customers. - Run live demos to set users up for success and convert them into recurring paying customers. Responsibilities - Deliver friendly, fast, and helpful support via chat and email. - Troubleshoot user issues and guide them through features. - Conduct churn-save outreach and demos to retain customers and reduce cancellations. - Identify upsell opportunities and help customers realize the full value of the platform. - Track and prioritize customer feedback to improve the product. - Be the voice of the customer—collaborate with product and tech teams. - Contribute to our help center and internal documentation. - Join weekly team meetings, brainstorms, and knowledge sessions. Qualifications - Fluent in English, written and spoken. - Charismatic and caring — equally at home helping a user over chat and running a persuasive live demo. - A proactive, organized self-starter who's comfortable owning targets. - A natural communicator and problem-solver. - Available for night shifts starting 10:00 PM – 7:00 AM Taipei time. Bonus points if you have - Experience in customer success, sales, or other customer-facing roles. - Experience running demos, onboarding, or sales conversations. - Familiarity with tools like Intercom, Zendesk, HubSpot, or Demio. - A track record in customer retention or revenue growth. - Genuine interest in AI, marketing, SaaS, or design tools. Benefits - Full onboarding and training. - A global, fast-growing team and a flexible, remote-friendly culture. - Opportunities to grow and develop your career. - Firsthand experience with the world's leading AI ad platform. - A supportive, collaborative, and fun team.

Role Description The Strada Global payroll and HCM solutions team is committed to providing the best customer experience during the sales process by developing compelling, interactive solutions and materials that bring our value proposition to life - and ultimately increase our win and renewal rates during the sales process. Our team is in line with our ambitious and exciting plans, and we are looking for an enthusiastic individual with client facing experience to join the Customer Experience (Demo) team. Working as part of the solutions team, the Customer Success Specialist will bring energy and enthusiasm to delivering the best possible demo experience to clients. The successful candidate will ideally have plenty of experience in client facing sales situations ideally gained within the HR and Payroll space. The Demo Delivery Specialist will work with the team to plan, schedule and deliver client facing demos. During the planning phase you will assess the client requirements and propose an appropriate specification of demo (tailored to client pain points and local market where relevant) and type of demo (live, interactive, video etc) so a strong understanding of such would be beneficial. As part of the end-to-end demo process and bringing each stage together seamlessly, you will work closely with the demo team along with other key stakeholders including the wider sales, solutions and product teams, so excellent communication and teamwork is vital. The role is available for colleagues based in Poland and Spain. Key Responsibilities - Demonstrate the value of Strada solutions, products and offerings to prospects and clients through engaging, relevant and high quality demos. - Participate in meetings with clients to discuss and analyze their requirements then suggest appropriate solutions. - Create tailored demo in line with client requirements. - Ensure live demo environments are configured, tested & prepared in readiness for demo delivery to clients. - Plan and schedule demos with the relevant resources within SLAs. - Work with the solutions and product teams to develop the Strada suite of customer engagement practices and tools, to deliver the ultimate experience to clients and prospects throughout the customer journey. Qualifications - Preferred 3-5 years client facing experience ideally within a sales environment. - Preferred 3-5 years of relevant HR/Payroll industry experience, Strada Operations. - Preferred experience working with HR/Payroll software & solutions (i.e. SuccessFactors, Workday, SAP Payroll). - Degree in Business Administration, Information Systems or equivalent preferred. Personal Skills - Fluent German speaker (Professional proficiency). - Fluent English speaker (Professional proficiency). - Excellent written and verbal communication skills. - Assertive communicator to convey information in a clear, structured and diplomatic manner. - Confidence and experience in client facing situations. - Positive, problem-solving attitude. - Ability to organize work and priorities to meet deadlines with limited supervision. - Ability to work autonomously while having a strong sense of commitment to team and department. - Demonstrate flexibility and the ability to work in a pressurized environment. - Capacity to work in a global remote team. Values - Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed. - Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right. - Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more. - Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions. - Care About Our Work and Our People – We understand that what we do impacts millions, and we have a responsibility to get it right. Benefits - Health coverage. - Wellbeing programs. - Paid leave (vacation, sick, parental). - Retirement plans. - Learning opportunities. - And more.

Role Description The Customer Operations Specialist role handles routine driver inquiries across phone, chat, and email channels, supporting EVgo's mission of delivering a reliable and convenient charging experience. This role ensures timely and accurate resolution of common account, billing, and charging session questions, and maintains organized case documentation. The role contributes directly to first-contact resolution and overall driver satisfaction with the charging network. Responsibilities - Respond to routine driver inquiries received by phone, chat, and email regarding charging sessions, account status, and billing. - Follow established procedures to troubleshoot common charging session and app issues, escalating unresolved cases as needed. - Accurately document case details and resolutions in the customer relationship management (CRM) system. - Process routine driver enrollment and account update requests within established turnaround times. - Communicate clearly with internal departments to route inquiries outside of standard scope. - Perform other duties and special projects as assigned to support team and organizational objectives. Qualifications - Minimum 1+ years of related experience, or equivalent work experience or equivalent technical education or training in a related field (e.g., certification program, coursework in customer service or communications, or demonstrated on-the-job learning) accepted in lieu of a formal degree. - Associate's degree in a related field. - Prior call center or customer service experience. - Prior experience working a regular schedule that may include early morning, evening, weekend, or holiday hours in support of 24/7 operations. - Familiarity with Microsoft Excel and standard office software. - Must be available to work a regular schedule of Monday through Friday, 3:00 p.m. to 12:00 a.m. Pacific Time, with occasional weekends and holidays as business needs require. - Occasional travel may be required for team meetings. Benefits - Health & Wellness: Medical, dental, and vision coverage, plus mental wellbeing support and wellness programs. - Financial Benefits: 401(k), Health Savings Account (HSA) and Flexible Spending Accounts (FSA) for medical and dependent care, life and disability insurance. - Work-Life Support: Uncapped paid time off, enhanced parental leave, and Employee Assistance Program (EAP). - Care Navigation & Support: Access to Health Advocate services for help with claims, provider searches, and care decisions. - Flexible Care Options: Telehealth services for convenient, low-cost access to care. - Growth & Development: Mentorship programs and opportunities for career growth and internal mobility. - Additional Perks: Monthly Tech Stipend, one-time home office setup reimbursement, Volunteer time off, commuter benefits, and employee focused programs.