This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a member of our customer service leadership team, you’ll help guide and support service professionals, foster strong client experiences, and contribute to a positive, collaborative team culture. This role blends leadership responsibility with flexibility, allowing you to make an impact while maintaining work-life balance. Qualifications - A strong commitment to delivering exceptional customer service - Excellent communication and interpersonal skills - The ability to lead, inspire, and motivate teams toward shared goals - A genuine interest in personal and professional development - The ability to balance leadership responsibilities with personal well-being - Previous leadership or customer service experience is valuable, but we also welcome candidates who demonstrate coachability, integrity, and a people-first mindset. Requirements - Work from home with a flexible schedule - Supportive and people-centered environment - Mentorship and leadership growth opportunities - Union-supported benefits and stability - Exciting perks and incentives, including annual incentive trips and an insurance reimbursement program - Participation in specialized training programs for leadership and skills enhancement Benefits - Annual incentive trips for top-performing leaders - Comprehensive insurance reimbursement program - Specialized training programs for leadership effectiveness and continuous professional growth

• Respond to inquiries and issues via online chat, email, and phone calls to help SimpleTexting customers. • Clarify the customer’s needs, determine the cause, select and explain the best solution, then follow-up to make sure the issue is resolved. • Ensure customers are responsible texters and comply with regulations. • Participate in writing excellent help documentation for internal use and for our customers. • Escalate bugs to our customer technical support team. • Work on specialized projects as you become more comfortable in the role. • Become a SimpleTexting power user to support others

• Manage live chat support with high responsiveness and empathy. • Proactively identify opportunities for upselling and systematically drive high-quality App Store reviews. • Build and maintain integrations, custom reports, and automated workflows to keep our CRM running like a clock. • Monitor customer health scores and execute outreach strategies to ensure long-term retention. • Use Gemini and other AI tools to automate communication, analyze customer sentiment, and draft high-converting success content.

• Answer incoming intake calls • Follow up with customers regarding quotes and services • Schedule service appointments • Handle collections, including follow-up on unpaid invoices • Perform light bookkeeping and data entry • Update and maintain accurate customer records in the system • Respond to customer inquiries via phone and email in a timely manner • Coordinate with internal teams to ensure smooth service delivery • Assist with administrative tasks and support the team as needed • Perform other tasks related to the position