Role Description We're currently looking for top talent to fill the role below: - Role: Customer Service Representative - Monthly Rate: $950/month - Availability: Part-time - 30 hours/week - Time Zone: 11 AM to 3 PM EDT + Weekends To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form. What to Prepare: - English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check. - Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️ - 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification. Experience Needed: - Respond to customer inquiries via multiple communication channels - Resolve customer concerns, complaints, and service issues in a timely and professional manner - Provide accurate information about products, services, policies, and procedures - Document customer interactions and maintain accurate records in the CRM system - Escalate complex issues to the appropriate team when necessary - Follow up with customers to ensure issues have been resolved satisfactorily - Process orders, returns, refunds, exchanges, or account updates as needed - Maintain a high level of product and service knowledge - Identify customer needs and recommend appropriate solutions - Collaborate with internal teams to improve customer satisfaction and operational efficiency - Meet established service level agreements (SLAs), response times, and quality standards Qualifications - Customer service with Shopify experience - Available from 11am-3pm EST on weekdays + a few hours on weekends - Must be looking to grow into a full customer service lead managing policy, product feedback, and training AI support flows. Benefits - Competitive Salary – We recognize your skills and experience with a great compensation package. - 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus? - Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all! - US Holidays Off – Enjoy 12 paid US holidays throughout the year. - Maternity & Paternity Leave – We support growing families with dedicated leave for new parents. - Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits. - Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind. - Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources. - Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better! - Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too! - Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people. Some benefits may vary. Full details will be provided during the onboarding process.

• Handle routine inbound and outbound customer communications via phone, email, and chat. • Assist customers with basic inquiries, including account updates, general questions, and standard troubleshooting. • Escalate complex issues to senior team members when necessary. • Support the team by following up on client requests, sending routine reminders, and tracking pending communication. • Execute accurate data entry and update customer profiles within internal database and CRM tools. • Collaborate with internal departments to gather information required to resolve customer queries. • Provide general administrative and operational support to the customer service team as needed.

• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. • Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams. • Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications. • Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders. • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps. • Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives. • Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity. • Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling. • Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.

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.