• Connects individuals with American Cancer Society programs, services, information and resources to enhance the quality of life for cancer patients, their families and caregivers. • Responds to a high-volume of inquiries across multiple channels (phone email, chat, SMS) with professionalism and empathy, conducting thorough needs assessments and striving for first-contact resolution. • Meets constituents stated and implied needs by providing information on ACS programs (ex. Transportation and lodging), and cancer-related resources, coordinating support services to reduce care barriers and help patients complete treatment. • Meets established performance goals and metrics (inc. Customer Related Management database documentation, time management, quality and data capture) while staying current on policies and procedures. • Contributes to a collaborative and supportive team environment. • Manages a regular caseload of new and ongoing cases, prioritizing tasks based on constituent needs and ensuring timely follow-up and resolution.

Role Description The Customer Support Associate is responsible for the execution of order issue resolution within our fulfillment operations department. Our department sits at the intersections of product, engineering, client services, and warehousing. - First point of escalation for the team and acts as a subject matter expert for resolving difficult, time-sensitive, or high-impact customer issues. - Expected to model excellence in execution, communication, and professionalism. - Demonstrated expert knowledge of how our product and services work while providing outstanding support to both client stakeholders and internal team members. - Success means tickets move fast, escalations are handled with ownership, and teammates have a trusted resource for complex issues. Day-to-Day Ticket Oversight - Monitor the ticket queue to ensure all open issues are progressing, prioritized correctly, and on track for SLA compliance. - Partner with peers to identify stalled, mis-categorized, or at-risk tickets and take immediate action. - Ensure all tickets are documented accurately and completely, updating client information in the internal database. - Proactively look for trends and suggest process improvements. - Identify and route non-fulfillment customer issues to appropriate internal teams ensuring clear handoffs and timely follow-through. - Develop a thorough understanding of the project lifecycle and software functionality. Escalation Handling - Triage escalated customer issues, including order discrepancies, mis-ships, damages, shortages, and delivery exceptions. - Flag high-risk or recurring escalation patterns to the Customer Support Manager with supporting data and recommended corrective actions. - Investigate escalated issues thoroughly and determine root cause before communicating resolution. - Communicate resolution status to customers and internal stakeholders with clarity and professionalism. Team Support & Collaboration - Act as a working resource and knowledge partner for the customer support team. - Contribute to the development and maintenance of standard operating procedures, communication templates, and knowledge base documentation. Qualifications - 3+ years of experience in customer service within a fulfillment, distribution, or logistics environment. - Demonstrated experience handling complex customer escalations and high-priority issue resolution. - Strong working knowledge of fulfillment processes including order management, shipping, and warehouse operations. - Proven ability to manage multiple open issues simultaneously while maintaining accuracy and attention to detail. - Clear, professional written and verbal communication skills. - Experience with warehouse ticketing systems - WMS, or ERP platforms. - Comfortable working in a fast-paced environment with shifting priorities and time-sensitive demands. Benefits - Medical, Dental, & Vision benefits. - Flexible PTO and paid company holidays. - Work from home stipend for new hires. - Impact at scale by working with top brands and supporting thousands of personalized gifting experiences annually. - Cutting-edge tech stack with in-house technology and fulfillment center. - Hands-on collaboration across the organization. - Support clients across 180+ countries. - Contribute to developing new platform capabilities and workflow possibilities. EEOC Statement Brilliant is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy, or any other characteristic protected by law. Our policy of equal employment opportunity applies to all aspects of employment, including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. We are committed to fostering a fair and merit-based workplace where every employee feels valued and respected.

• Manages a moderate volume of inbound and outbound calls, providing a supportive and positive customer service experience • Accurately records details of calls, dispatches, and messages, with guidance from team members • Collaborates with experienced team members to research, investigate, and respond to technical issues and complaints in a timely and efficient manner • Addresses basic technology-related queries and seeks guidance to appropriately refer calls and issues to the relevant departments or service representatives • Assists clients and customers in understanding technology and provides guided troubleshooting for existing technical issues to ensure proper functionality • Contributes to the distribution of service requests and the resolution of straightforward technical issues under the guidance of more experienced team members • Learns and adheres to individual phone queue metrics, service level agreements, quality scores, and schedule adherence • Follows established company and departmental processes and procedures with support and guidance • Learns and educates clients on the functionality and capabilities of their technology with the assistance of experienced team members • Participates in other projects or duties as assigned

• Provides administrative and customer support by assisting customers with inquiries, resolving basic issues, and performing related administrative tasks. • Respond to customer inquiries via chat, email, or phone. • Assist customers with basic troubleshooting and issue resolution. • Deliver excellent customer service and ensure a positive customer experience. • Create bug reports for system-related issues. • Escalate unresolved concerns to the appropriate support team. • Support customer account provisioning, including onboarding, modifications, and account termination. • Coordinate with clients regarding customs and trade-related forms. • Maintain and update customer records and documentation. • Perform other customer support duties and administrative tasks as assigned by the Manager or immediate supervisor.