Role Description We are seeking a highly motivated and detail-oriented Virtual Assistant with knowledge of auto parts to join our dynamic team. This remote role is pivotal in managing customer interactions across multiple platforms including Facebook leads, website chat, and phone calls. The ideal candidate will be based in the Islamabad/Rawalpindi and will handle a variety of tasks including processing online orders and providing timely and effective customer support. Key Responsibilities - Respond promptly to customer inquiries via Facebook chat, website chat, and phone calls. - Process online orders accurately and efficiently, with a specific focus on auto parts. - Manage and respond to leads generated from Facebook and other online platforms. - Ensure high levels of customer satisfaction through excellent sales service. - Maintain a positive, empathetic, and professional attitude toward customers at all times. - Keep records of customer interactions, transactions, comments, and complaints. - Communicate and coordinate with colleagues as necessary. - Follow communication procedures, guidelines, and policies. Qualifications - Proven experience as a virtual assistant or customer support agent, particularly in the auto parts industry. - Strong command of English, both verbal and written. - Deep knowledge of auto parts and their applications. - Experience with online marketplaces and social media platforms, particularly Facebook. - Excellent phone contact handling skills and active listening abilities. - Familiarity with CRM systems and practices. - Ability to multitask, prioritize, and manage time effectively. - High school diploma; further education in sales, marketing, or automotive technology is a plus. Benefits - Competitive salary and performance incentives. - Opportunities for training and development. - Being part of a vibrant and supportive international team.

Role Description - Customer Satisfaction: Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits. - Customer Relationship Management: Serve as the primary point of contact for customers, starting at their implementation kick-off call. Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty. - Project Management: Oversee and track the progress of customer implementations for new use cases. Work closely with technical team members on back-end configuration to ensure customer success. - Expansion Opportunities: Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms. - Communication Excellence: Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication. - Strategic Optimizations: Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability. Qualifications - 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare. - Proven track record in managing customer relationships, driving adoption, achieving account retention goals, and nurturing account expansion opportunities. - Experience with early-stage startups is a plus. Requirements - Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing, Prior Auth). - Proficient in CRM systems (e.g., Salesforce) and customer success platforms. - Experience with data analysis and reporting tools is preferred. - Ability to interpret and leverage data to measure value/calculate ROI generated for customers, support decision-making, optimize customer outcomes, and recommend strategic actions. - Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations. - Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels. - Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues. - Ability to work collaboratively across functions, including Sales and technical team members, to ensure a seamless customer experience. - Highly organized, able to manage multiple accounts, and prioritize tasks independently. Benefits - Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team offsites, 401K matching, and stock options. - Join an all-star team with direct access to executive leadership. - Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders.

• Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests • Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation • Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs • Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention • Promoting consistency in customer support by sharing best practices and helping standardize team responses • Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management • Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting • Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps • Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency • Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners

• Respond to customer inquiries daily via chat, email, and social media. • Assist Smantry App users with troubleshooting and problem resolution. • Improve, expand, and translate the app's existing knowledge base. • Support troubleshooting and issue resolution for the internal support tool. • Actively engage with users to collect their feedback and suggestions for improvement.