• Manage inbound support tickets via email, chat, and other channels • Resolve issues quickly and thoroughly with a friendly, professional tone • Maintain a 98%+ CSAT rating • Initial response to new client messages within 3 minutes (first response time) • Resolve most tickets in under 4 hours (time to resolution) • Become a product expert and use that knowledge to troubleshoot effectively • Guide clients through KYC & KYB processes (Know Your Customer / Know Your Business) • Document solutions and contribute to internal knowledge base

• Oversee SAP testing activities and coordinate between various stakeholders • Lead testing efforts and manage resources • Monitor testing progress and report on defects

• Serve as the front line of the patient experience and ensure every customer feels supported from first inquiry through ongoing treatment • Own multi-channel inbound support, verifies pharmacy orders against each patient's products and dosages • Coordinate with pharmacy partners to resolve fulfillment issues • Follow up with inbound leads to guide them toward starting treatment • Achieve a high-touch, accurate, and reliable support operation with measurable lead conversion and minimal order errors

• Assist the Customer Service Leadership team and staff with various administrative and clerical duties to ensure efficient workflows. • Responsible for electronically filing documents on customer and patient accounts to maintain timely, accurate records. • Responsible for monitoring and distributing incoming department cases, faxes, voicemails, and emails to ensure the department meets Service Level Agreements for all internal and external customer inquiries. • Access, enter, and update customer account information in Laboratory Information System, CRM, and other software platforms, and effectively complete all required case management, including written communication with both internal and external customers. • Adherence to all HIPAA, Confidentiality, and Compliance policies, procedures, and standards. • Other duties and special projects as assigned or required by Customer Service Leadership. • Maintain regular and reliable attendance • Ability to ensure HIPAA, Confidentiality, and Compliance policies, procedures, and standards are always adhered to. • Ability to ensure administrative, physical, and technical cybersecurity controls are always adhered to.