Role Description As a Customer Experience Manager, internally known as a Travel Experience Manager, you’ll play a critical role in ensuring the happiness of our nursing and allied travel clinicians (healthcare workers). You’ll learn the ins and outs of how our company works and use this knowledge to come up with creative ways to resolve issues, increase process efficiencies and ensure clinician satisfaction. In this role, you’ll direct traffic on actions and communication, provide coaching and have crucial conversations as needed. This position will work PST hours. The role can be done either remotely or in Aya's San Diego office. Responsibilities - Externally address healthcare worker concerns regarding work environment and experience with empathetic communication via phone and email. - Internally manage escalated healthcare worker concerns by evaluating issues and developing a solution-oriented plan. - Coordinate with internal departments to implement problem-solving action plans. - Collaborate with HR, legal and clinical teams to execute issue investigation. - Exhibit a high sense of urgency in communication and follow up. - Develop a deep understanding of the knowledge and processes of internal departments to set up correct resolution expectations. - Coach internal team members on customer service expectations for all employees. Qualifications - Bachelor’s degree. - At least 1 year of direct customer service experience. - At least 1 year of team lead or managerial experience. - High sense of urgency and ability to prioritize effectively. - Detail-oriented. - Great listening and conversational skills. Benefits - Free premium medical, dental, life and vision insurance. - Generous 401(k) match. - Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses. - Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. - Celebrations! We hit our goals and reward ourselves. - Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday! - Unlimited DTO — we believe in time off! - Virtual yoga, meditation or boot camp classes offered daily. Compensation Aya reasonably anticipates the pay scale for this position to be $31.25 to $36.06 hourly, which equates to $65,000 to $75,000 annually. The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager’s discretion. Company Description We’re an $8+ billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform. At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

• Handle a wide range of inquiries via helpdesk tools, resolving account-related, technical, and app-specific questions • Deep-dive into technical issues to find solutions that help users continue enjoying their gaming offers • Manage complex support workflows, prioritizing tasks effectively to meet response time goals • Work alongside our remote team in the Philippines and internal teams to maintain a consistent and high-standard support experience • Identify recurring bugs or user pain points and share insights with the team to help improve the product

• Interact directly with customers via phone • Understand the company's scope: value proposition, operational processes, and growth potential. Ability to explain these items appropriately and articulately as needed • Utilize the company's proprietary technology to connect members with our nationwide partner network • Answer calls to assist customers with order fulfillment and service execution • Analyze and interpret customer needs while building rapport to provide immediate assistance through tailored solutions • Maintain high levels of customer satisfaction by making sure all member expectations are exceeded and services are rendered in designated time frames • Thinking outside of the box to solve all customer issues that may arise through unprecedented customer service

• Answer phones and provide excellent support for any troubleshooting with customers. • Reply to customer service tickets via email for timely resolution. • Enter high school sports rosters, schedules, and scores with a high level of accuracy and efficiency. • Import data through our in-house software. • Utilize MaxPreps live-scoring tools to cover football games on Fridays and Saturdays.