Customer Support

• Deliver timely, accurate, and high-quality support to members through live chat, email, ticketing systems, messaging platforms, social media, and phone channels
• Utilize internal tools, systems, and knowledge resources to efficiently investigate issues and provide effective resolutions
• Guide members through the platform and benefits offerings with confidence and expertise
• Identify customer trends, recurring issues, and process improvement opportunities, and share insights with relevant teams
• Escalate complex concerns appropriately while advocating for the best possible member experience
• Maintain clear, professional, and empathetic communication throughout every customer interaction
• Demonstrate patience, positivity, and professionalism while handling inquiries and resolving concerns
• Collaborate with teammates and cross-functional partners to improve support processes, documentation, and member journeys
• Effectively manage priorities and performance expectations in a fast-paced environment
• Serve as a brand ambassador by representing the client’s values in every customer and team interaction
• Adapt to evolving tools, workflows, and business priorities in a growing global organization
• Maintain flexibility with work schedules, including potential shift adjustments and occasional weekend coverage to support a global customer base

Customer Support Specialist

• Deliver timely, accurate, and high-quality support to members through live chat, email, ticketing systems, messaging platforms, social media, and phone channels
• Utilize internal tools, systems, and knowledge resources to efficiently investigate issues and provide effective resolutions
• Guide members through the platform and benefits offerings with confidence and expertise
• Identify customer trends, recurring issues, and process improvement opportunities, and share insights with relevant teams
• Escalate complex concerns appropriately while advocating for the best possible member experience
• Maintain clear, professional, and empathetic communication throughout every customer interaction
• Demonstrate patience, positivity, and professionalism while handling inquiries and resolving concerns
• Collaborate with teammates and cross-functional partners to improve support processes, documentation, and member journeys
• Effectively manage priorities and performance expectations in a fast-paced environment
• Serve as a brand ambassador by representing the client’s values in every customer and team interaction
• Adapt to evolving tools, workflows, and business priorities in a growing global organization.
• Maintain flexibility with work schedules, including potential shift adjustments and occasional weekend coverage.

• Process all orders efficiently, accurately and in line with policies and procedures
• Run and follow up on various control reports to ensure that the order to payment process is fulfilled
• Handle and close customer complaints on time
• Collaborate with other functions to close complaints
• Build relationships with key customers
• Act as a point of reference for the Sales Teams for all issues relating to the order process and distribution
• Communicate with Sales Account Managers, enabling complete visibility of key Customer issues
• Attend relevant meetings to identify ways to improve the service we offer
• Attend all relevant training courses to develop skills and increase knowledge of products

Customer Service

• Take full ownership of the warranty claims process, from initial customer intake to resolution and tracking.
• Accurately process 30-day customer exchanges and returns, ensuring a seamless experience for the customer while protecting company policies.
• Work efficiently within our internal e-commerce systems and platforms from your remote home office.
• Help us adopt and refine a brand-new CRM and ticketing workflow currently being built over the next few weeks.
• Deep-dive into the sleep apnea and CPAP product category to understand technical specifications and customer pain points.
• Assist with product-informed sales activities, inbound inquiries, and customer upsells once fully confident in the product niche.

Warranty & Sales Support Specialist – CPAP

• Manage a functional area and evaluate employee performance and provide recommendations for pay increases, budget and resource planning, promotions, terminations, etc.
• Vendor Management of several contact centers internationally to deliver customer service for all US Retail Bank and Cards portfolios.
• Control end results (e.g., resources, policy formulation, budgeting and planning) that primarily affect a sub-function.
• Set short- to medium-term planning of actions and resources for own area and engage in strategic planning for the function and higher-level strategic planning with senior directors.
• Manage complex and highly variable issues with substantial departmental/product impact by applying broad and comprehensive understanding in multiple functional areas as well as underlying business concepts.
• Interact with diverse range of internal and external sources and understands how own function integrates within the overall organization to contribute to achieving business goals.
• Provide evaluative judgment based on analysis of information in complicated, unique and dynamic situations.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Senior Customer Service Group Manager – Vendor Management

• Respond to customer support inquiries regarding products, orders, shipments, and general account questions.
• Resolve issues involving lost, stolen, delayed, or damaged shipments.
• Process eligible replacement and reshipment orders.
• Coordinate with shipping insurance providers to submit and track claims.
• Communicate with third-party logistics (3PL) partners through Slack to resolve order fulfillment issues, mispicks, and shipment concerns.
• Follow up with logistics and insurance partners to ensure reimbursements are received when applicable.
• Maintain detailed records of customer support cases and resolutions.
• Prepare weekly customer support reports including:
• ○ Ticket date and time
• ○ Customer issue summary
• ○ Insurance claim status
• ○ Reimbursement outcomes
• ○ Reshipment details
• ○ Customer satisfaction ratings (1–5 scale)

• Deliver Level 1 support via phone, email, and ticketing for clinical systems and processes
• Troubleshoot and resolve common issues; escalate complex cases when needed
• Manage user accounts and access across multiple platforms
• Ensure timely, accurate case handling and maintain high service standards
• Act as a subject matter expert for specific clinical systems, supporting critical vaccine-related operations

English Customer Service Specialist – Permanent

• Handle customer inquiries and provide information about cycling products and services.
• Assist customers with product selection, order placement, and tracking.
• Resolve customer complaints and issues in a professional and timely manner.
• Process returns and exchanges according to company policies.
• Ensure customer satisfaction through effective communication and follow-up.
• Collaborate with cross-functional teams to address customer needs and improve service delivery.
• Maintain accurate customer records and update information as necessary.
• Stay up-to-date with industry trends and product knowledge.

Customer Service Representative – Cycling

• Respond promptly and accurately to inbound user inquiries via phone.
• Use a screenshare tool as needed while supporting users.
• Proactively identify user needs, guide them through key features and workflows, and serve as a trusted product specialist — helping premium users find the setup or solution that works best for their campaigns.
• Troubleshoot issues by testing different scenarios, impersonating users, analyzing potential product malfunctions, and submitting escalations as needed.
• Collect and document user feedback, feature requests, and workarounds, and share insights to help improve the product.
• Adhere to company and department Standard Operating Procedures (SOPs).
• Take on special projects and tasks as assigned by Support Leadership.

Customer Support Specialist, Phone, Inbound

• Respond to queries from users in a timely and accurate way via live chat and email
• Follow up with unresponsive users and leads to ensure their questions are resolved
• Proactively identify user needs and help customers implement specific features
• Analyze product malfunctions (for example, by testing different scenarios or impersonating users) and report them
• Gather user feedback, feature requests, and workarounds, and proactively suggest improvements
• Be empathetic and a great problem-solver, even when handling multiple conversations at the same time

• Serve as the first point of contact for customer support requests
• Assist customers with portal access issues, including password resets and login troubleshooting
• Escalate unresolved or complex issues to the appropriate internal team
• Document all interactions and resolutions in Jira
• Maintain consistent coverage across 24-hour shifts, 7 days a week
• Support transition of tenants/users to Microsoft 365 Lighthouse
• Perform basic EDR troubleshooting
• Process and provision access requests for NextCloud, SentinelOne (S1), and Thinkst Elastic

Customer Service Front Line

• Manage and develop a team of SOC analysts and leads.
• Provide coaching, performance feedback, and development opportunities to grow talent and maintain strong team morale.
• Drive daily execution of SOC services, ensuring all detection, response, and escalation activities align with SLAs and client expectations.
• Monitor KPIs and service metrics to assess effectiveness, identify areas for improvement, and support data-driven decisions.
• Contribute to staffing strategies, platform enhancements, and process optimization to support scalability and innovation.
• Act as an escalation point and trusted advisor for client inquiries and incidents.
• Participate in onboarding and ongoing service reviews.
• Partner with Engineering and Sales teams to define service enhancements and support pre-sales engagements.
• Lead the development and enforcement of SOC standards, playbooks, and documentation to ensure consistent, high-quality service delivery.
• Assist in forecasting and managing operating budgets, staffing needs, and capital expenditures related to SOC operations.
• Participate in business continuity, disaster recovery, and incident response planning activities.

Manager, Customer Service Front Line

• Provide first-level support to healthcare clients by assisting with the use and functionality of our EHR and billing software.
• Handle inbound support calls from existing clients and provide timely assistance.
• Accurately document customer issues, resolutions, and follow-up actions within the CRM system.
• Participate in daily ticket review meetings to discuss ticket status, priorities, and resolutions.
• Follow up with customers regarding resolved issues to ensure satisfaction and successful implementation of solutions.
• Escalate complex technical issues to appropriate teams when necessary.
• Maintain a high level of customer service while managing multiple support requests.
• Continuously learn and adapt to software updates, system enhancements, and support processes.
• Collaborate effectively with remote team members to deliver consistent and efficient support.

EHR and Billing Support Specialist

• Establish and maintain strong relationships with assigned clients, becoming their trusted point of contact
• Understand clients' business goals, challenges, and needs through regular discovery and consultation
• Act as strategic partner offering proactive solutions aligned with client objectives
• Communicate regularly with clients via email, phone, video conferences, and other channels
• Provide guidance on how clients can best utilize solutions to meet their specific needs
• Build rapport and ensure clients feel valued, supported, and heard throughout their journey
• Handle incoming inquiries, support tickets, and scheduling requests promptly and professionally
• Assist new clients during onboarding, ensuring smooth implementation and setup
• Provide education and training on product features, benefits, and best practices
• Conduct product training sessions to ensure clients are proficient in using offerings
• Guide clients through initial setup with clarity about services, procedures, and expectations
• Facilitate enrollment and verify that all documentation is accurate and complete
• Monitor early adoption patterns and provide proactive support during critical first 90 days
• Ensure clients achieve early wins and understand value proposition clearly
• Monitor and analyze client usage data to identify trends, opportunities, and potential issues
• Identify opportunities for upselling or cross-selling additional products or services
• Collaborate with sales teams to explore potential growth avenues and expansion opportunities
• Track and report key performance metrics related to client success and engagement
• Proactively address underutilization or engagement drops before they lead to churn
• Present business reviews showcasing ROI, usage insights, and recommendations
• Drive account expansion through strategic consultation and value demonstration
• Act as liaison between clients and internal teams (product, engineering, operations, billing) to resolve issues
• Troubleshoot technical problems and escalate concerns appropriately while maintaining client confidence
• Ensure timely and satisfactory issue resolution to maintain client satisfaction
• Partner with Care Operations, Revenue Operations, and other teams to optimize workflows
• Work cross-functionally to address client needs and remove barriers to success
• Advocate for clients internally, ensuring their voice influences product and process decisions
• Maintain up-to-date client interaction records in CRM and management systems
• Gather client feedback to help improve products, services, and internal processes
• Create and maintain reports on client success metrics and KPIs
• Identify opportunities to improve internal workflows and contribute to operational efficiency
• Support compliance requirements (HIPAA in healthcare contexts) and maintain confidentiality
• Document best practices, success stories, and lessons learned for team knowledge sharing

Customer Service Representative

• Handle inbound and outbound customer communication via phone, email, SMS, or chat
• Provide professional and timely customer support while maintaining a positive client experience
• Update and manage customer information accurately in JobNimbus CRM
• Follow company SOPs, scripts, and workflows consistently
• Schedule appointments and coordinate follow-ups with clients and internal teams
• Monitor customer inquiries and ensure all tickets or requests are resolved promptly
• Document customer interactions, notes, and updates inside the CRM
• Assist with lead management, status updates, and pipeline tracking
• Perform data entry and maintain organized digital records
• Escalate customer concerns or urgent issues to the appropriate department
• Coordinate with sales and operations teams to ensure smooth customer onboarding and service delivery
• Track task completion and maintain daily productivity targets
• Assist with quality assurance by ensuring all processes are completed accurately
• Maintain confidentiality of customer and company information
• Provide general administrative support and assist with special projects as needed

• Responsible for entering orders and handling the end-to-end process until the order reaches the customer
• Make outbound calls to existing and prospective customers
• Take and process customer orders accurately
• Communicate changes in order status and production schedules with manufacturing suppliers, sales representatives, and clients
• Responsible for building sustainable relationships and trust with customer accounts through open and interactive communication
• Conduct cold calling to generate new business
• Responsible for working with suppliers and the internal team on order issue resolution when needed
• Source promotional products and apparel based on customer needs
• Ensure production proof approvals are received and reviewed, and document proof and production status in internal systems
• Ensure up-to-date records of customer interactions, transactions, comments, and complaints
• Maintain and update customer records in CRM systems
• Provide excellent customer service and follow-up throughout the sales cycle
• Responsible for documenting all order-related activities in various systems and maintaining order status updates in company internal software
• Ensure that communication procedures, guidelines, and policies are followed
• Ad hoc tasks aligned with those mentioned above

• As a Customer Support Representative, you play a key role in ensuring a seamless and positive experience for members across their healthcare journey
• Act as a primary point of contact for member inquiries related to healthcare plans, benefits, care availments, claims, and platform usage through calls and digital support channels
• Provide clear, accurate, and empathetic assistance while maintaining a patient-centric approach
• Take ownership of member concerns by managing cases through to resolution and ensuring timely follow-ups
• Accurately document interactions, actions taken, and outcomes in internal systems
• Collaborate with internal teams such as MedOps, Product, Finance, and Partnerships to resolve member issues and facilitate next steps
• Support a shifting work schedule to ensure adequate coverage for a 24/7 in-house support operation
• Uphold company standards for service quality, professionalism, and data privacy at all times
• Participate in training, knowledge-sharing sessions, and process updates to stay current on services, policies, and platform enhancements

Customer Support Representative

• Deliver exceptional customer service
• Collaborate with peers, supervisors, and management to achieve goals
• Adapt to a changing work environment

Customer Service Associate

• Work across CX data ecosystem to identify trends and surface customer pain points
• Build and optimise reporting to understand customer and operational performance
• Partner with internal Business Intelligence team to shape what gets built

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