Job Overview

Enshored is seeking a Tier 2 NOC Support Specialist to support and maintain the technical health of our partner's regional network infrastructure. This role focuses on ensuring network stability, resolving advanced escalations from Tier 1, and maintaining the technical integrity of service delivery.

The NOC Specialist acts as a technical liaison for field operations and Tier 1 teams, focusing on day-to-day incident resolution while collaborating with the client’s internal teams to drive continuous improvement in network performance. This position is ideal for a technical professional ready to deepen their expertise in ISP infrastructure and regional network management within a fast-growing global BPO environment.

Key Responsibilities

• Escalation Management: Resolve complex technical issues escalated by Tier 1 involving advanced networking, VLAN mismatches, and signal interference.
• Edge Device Management: Perform remote configuration and troubleshooting on OLTs, ONT’s, AP’s and Edge Switches with residents, end users, property management and maintenance staff and field technicians.
• Regional Monitoring: Monitor regional segments of the network to identify localized outages and initiate the incident response process.
• Field Support: Act as the remote technical lead for field technicians, verifying signal levels and port configurations during on-site repairs.
• Ticket Documentation: Maintain detailed logs of troubleshooting steps to ensure Tier 3 has high-quality data if further escalation is required.
• Property Outage Notification: review and approve notifications to properties regarding initial, periodic and resolved site outage issues.

Technical Qualifications

• Certifications: CCNA (Cisco Certified Network Associate) certification or equivalent experience is highly preferred.
• Wireless Expertise: In-depth knowledge of wireless technology and managed Wi-Fi solutions. Experience with 802.11/Wi-Fi standards is essential.
• Platform Proficiency: Strong preference for candidates with hands-on experience in the following platforms for managed Wi-Fi solutions (Switches and Access Points):
• Ruckus Wireless
• Cambium
• Cisco
• Ubiquity
• Mikrotik
• Networking Fundamentals: A comprehensive understanding of switching and routing functions is strongly preferred.
• ISP Knowledge: Familiarity with ISP services and infrastructure operations.
• Managed Services: Ability to deploy, configure, and troubleshoot managed Wi-Fi environments for residential or commercial clients.

Experience

• 3+ years of technical support experience in an ISP environment, with at least 1 year in an escalated or Tier 2 capacity. 
• Must demonstrate the ability to communicate technical solutions clearly to US-based customers and field technicians.
• Excellent knowledge of word processing tools and spreadsheets (MS Office Word, Excel, etc.)
• Excellent attention to detail
• CEFR Level B2 English Proficiency for both oral and written communication

MINIMUM REQUIREMENT QUALIFICATIONS

Key Skills

• High level of initiative, accountability, and self-motivation
• Strong customer service orientation
• The ability to build a productive and highly-engaged work environment
• Maintain calmness and composure under tight pressure and provocations
• Ability to work independently and take responsibility for seeing things through to completion.
• Attention to detail

Education and/or Experience:

• Bachelor's/College degree
• 2-5 years of experience working as a Team Leader in a BPO
• Experience handling a Content Moderation account is preferred

Demonstrated competency in the following areas is also required:

• Strong leadership, people management, administrative, and numeracy skills
• Strong written and verbal English communication skills
• Proven experience in developing and maintaining relationships with key internal and external stakeholders.
• Team facilitation and training skills.
• Commitment to delivering the highest quality first time
• Proven ability to work to deadlines and under pressure with a positive attitude

Language Skills:

• Above-average communication skills in English

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations.
• Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
• Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
• Provide a career path for Advisors who want to level up through an effective, comprehensive training plan.
• Conduct needs assessments and performance reviews for officers.
• Set and meet performance targets for efficiency and quality.
• Ensure that the Service Delivery processes and team are meeting Enshored and client-specific KPI targets.
• Practice and ensure compliance with all company policies and procedures.
• Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience.
• Coordinate with Recruitment, IT, and liaise with the HR team.
• Perform other duties as assigned.

Required Qualifications

Education: Bachelor's/College Degree, Human Resource Management, Business Studies/Administration/Management, Psychology, or equivalent.Experience: 

• At least 1 year of experience in HR Employee Relations and Engagement facet.
• With a strong background in Labor and Employee Relations.
• Background in all HR facets is an advantage.
• Proven experience in developing and maintaining relationships with key internal and external stakeholders.

Skills: 

• Strong Analytical Skills.
• Data Management/ Data Accuracy.
• Engaged in facilitation and training skills.
• Commitment to delivering the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Compassionate.

Languages: Outstanding written and verbal English communication skills.

Other Requirements: Amenable to working on a shifting schedule, especially night shift.

Key Responsibilities

• Act as the main Program Partner for HR-related concerns involving employee life cycle inquiries, which may include onboarding, offboarding, lateral transfers, and any employee movements;  
• Act as a generalist with a full understanding of compensation and benefits, basic health and wellness policies, and other critical HR processes. Liaise with critical HR-related concerns involving its respective Center of Excellence (COEs). Ensure that concerns are resolved in a timely manner. Liaise with employee concerns to respective departments and support groups if needed; 
• Conduct constant meetings and touch base with program leaders and stakeholders for policy alignment, compliance, and diagnosis;
• Analyze HR trends and metrics and collaborate with program leaders to determine initiatives and programs in order to increase employee engagement and productivity; 
• Analyzes trends and metrics in partnership with the HR Center of Excellence (COEs) to develop solutions, programs, and policies;
• Prepare Weekly and Monthly Reports on critical HR Reports such as Attrition, COC, and Performance. Analyze data to provide recommendations and insights; 
• Manage and resolve a range of employee relations issues, from simple to complex. Conducts effective, thorough, and objective investigations and coordination for immediate concern resolution;  
• Strong familiarity with labor laws and similar legislation. Provide advice and facilitate high-risk dispute resolution and critical disciplinary decisions relating to the Company Code of Conduct. Ensure end-to-end internal disciplinary process compliance and documentation. 
• Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance. Partners with the legal department as needed/required. If needed and authorized, represent the company at SENA conferences. 
• Facilitate and improve the New Employee Orientation. Conduct focus group discussions, crash courses, and other learning discussions;
• Act as a people partner and ensure a positive employee experience to increase commitment, compliance, engagement, and productivity;
• Actively work with, communicate, and support stakeholders in all aspects of HR to help achieve the Operational goals of the business;
• Assist in the conceptualization, development, & implementation of Human Resources projects or initiatives to maintain competitive advantage and increase employee engagement;
• Ensure a seamless employee offboarding experience. Gather needed data and prepare the report as needed.  
• Attend to any tasks and reports the Sr. HRBP, Manager, and Officer may assign.

Overview

The Creative Specialist will support digital advertising by producing ad assets based on design briefs provided by the Ads team. This is an execution-focused role—turning client direction into polished creative deliverables across static, video, and other formats.

Key Responsibilities

• Create ad assets (images, videos, carousels) from client-provided briefs.
• Refine deliverables through feedback rounds and submit final versions.
• Ensure all assets meet platform specs and brand guidelines.
• Use design/editing tools (e.g., Adobe Suite, Canva, video editors, image generators).

Required Qualifications

• 1–2 years of experience in design or ad production.
• Strong creative execution skills with attention to detail.
• Ability to follow briefs precisely and iterate quickly.
• Clear communication during feedback and revisions.

DUTIES AND RESPONSIBILITIES:

• Conduct the overall training for newly hired FTEs, including orientation sessions of company policies and procedures.
• Research on client products and services to improve training and offer solutions.
• Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
• Administer needs analysis/skill gap assessment and conduct refresher training when necessary. Carry out a needs assessment and performance reviews to officers.
• Coordinate and collaborate with fellow coaches to ensure a seamless customer experience.
• Establish a good working relationship with multiple departments essential to new hires during training (i.e., Recruitment, IT, and the HR team).

DUTIES AND RESPONSIBILITIES

Stakeholder and Vendor Management

• Own and act as the Point-of-Contact and Subject Matter Expert of Enshored’s Employee Well-Being Program and effectively communicate the program’s results to clients. Advocate for employee well-being and engagement within the organization, influencing senior leadership and decision-makers to prioritize these initiatives.
• Proactively work with Operations, Human Resources and other functions, as well as all relevant stakeholders, in the design and implementation of the Wellbeing Program Strategy. Leverage stakeholder support to drive participation and resource allocation in favor of wellbeing and engagement programs.
• Collaborate with Procurement in defining external mental health vendor service agreements and other contractual documents with final terms and conditions to ensure that business requirements are aptly captured and translated for the selected external vendor.
• Responsible for communicating directly with the mental health provider’s POC(s) and stakeholders for appropriate intervention strategies as aligned with the Enshored’s contractual obligations to clients.
• Present wellbeing program information to clients, as requested
• Represent the wellbeing team in site leadership meetings

Strategy Development and Implementation

• Conduct thorough assessments to identify employees’ well-being and engagement needs through surveys, focus groups, and direct feedback. Analyze existing organizational data to understand trends and pinpoint areas requiring intervention.
• Develop measurable goals for wellbeing and engagement initiatives that align with the organization’s overall strategic objectives.
• Create comprehensive well-being programs that address physical, mental, and emotional health, such as physical exercises, mental health workshops, and stress reduction activities.
• Collaborate with Operations and HR Employee Relations on developing and updating policies that support employee well-being and engagement. Ensure that policies are inclusive and cater to diverse employee needs.

Program Development and Management

• Launch and manage wellbeing projects, ensuring they are delivered effectively and meet predefined objectives.
• Create detailed implementation plans, including timelines, milestones, and responsibilities for each wellbeing and engagement program. Ensure that all aspects of the programs are organized and executed efficiently.
• Promote programs actively to ensure high levels of employee engagement and participation.
• Work with Operations Officers in coordinating activities, events, and workshops, managing logistics and communication to maximize program participation.
• Design and facilitate advanced and more complex (leadership, customized) wellness sessions and initiatives

Data Reporting and Analysis

• Collect and analyze data on program outcomes using metrics such as participation rates, employee feedback, and performance improvements. Conduct regular evaluations to measure the impact of programs on employee well-being and engagement.
• Analyze the key data points and metrics necessary to assess the effectiveness of well-being and engagement programs, such as program participation, employee engagement scores, absenteeism, and productivity levels.
• Create detailed reports and manage dashboards that provide insights into the effectiveness of wellbeing and engagement programs. Highlight key findings, trends, and areas for improvement.
• Provide regular updates to senior management and relevant stakeholders on the progress and outcomes of wellbeing and engagement initiatives. Provide actionable recommendations for enhancing wellbeing and engagement. Based on data insights, identify opportunities for new initiatives or modifications to existing programs.
• Compare organizational data against industry benchmarks and standards to gauge program effectiveness. Identify and incorporate best practices into the organization’s well-being and engagement strategies.

Wellbeing Team Management

• Oversee end-to-end Wellbeing activities of Enshored sites (Bytedance account), managing a team of wellbeing coaches and vendor clinicians
• Ensure wellbeing group sessions are facilitated weekly, or as required
• Ensure 24/7 coverage of the site/s and that coaches and clinicians are available per shift and scheduling sessions with teammates
• Conduct weekly scheduled 1:1 sessions with coaches and team meetings to review goals and expectations, caseload management, group activities planned, outreach programming, challenges, wins and clinical case reviews
• Evaluate and reviews emergency/crisis plans prepared by the Coaches and ensures proper endorsement/referral to mental health professionals
• Onboard new coaches within and outside their teams to ensure global program standards are maintained in the department
• Provide continuous professional development opportunities for coaches through internal and external training (when available/appropriate)
• Develop self by proactively seeking programs and learning opportunities within and outside the company and finds ways to teach and transfer same skill to the team.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Excellent communication skills and strong people skills
• Demonstrated experience in designing and facilitating learning sessions on subjects pertaining to mental health and wellbeing to a diverse audience
• Highly empathetic, with high emotional and social intelligence 
• Service-oriented and self-motivated
• Expert in self-care and relaxation techniques, and implements them in daily life
• Strong self-management skills 
• Ability to build strong relationships in a dynamic work environment 
• Maintain calmness and composure in crisis and emergency situations
• Open to feedback and constructive criticism
• Bachelor's/College degree in Psychology, masters degree in Clinical or Counselling Psychology, Social Work or Guidance & Counseling is an advantage
• Certification in Psychological & Mental Health First Aid or Mental Health First Response required
• 3+ years of  working experience in a progressive capacity in the Wellness/Wellbeing field, Healthcare Industry or both, excluding internships
• Proven experience in developing and maintaining relationships with key internal and external stakeholders
• With experience in a BPO set-up is preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead a team of Sr Quality Analysts and Quality Analysts
• Conducts quality assurance evaluations (internal audits) for employees to improve the customer experience.
• Provides immediate feedback to employees who make critical errors.
• Conducts regular feedback to employees regarding their quality audits.
• Spearheads internal and external calibration sessions and provides calibration results.
• Generate weekly, monthly, and quarterly quality audit-related reports, which shall be sent out to Stakeholders.
• Creates, analyzes, and presents reports and insights to stakeholders
• Helps improve our frontline consultants' technical competence through quality evaluations, identifying both strengths and development opportunities.
• Conducts an audit of the auditor.
• Conducts process improvement initiatives.
• Ability to communicate well with stakeholders.
• Performs other duties as assigned.

MINIMUM REQUIREMENT QUALIFICATIONS

Key Skills:

• Bachelor's/College degree
• With at least two years of Quality Supervisor experience
• Extensive experience in audit and quality management.
• Knowledge of tools, concepts, and methodologies of QA
• At least 4 years of experience in doing a quality audit for any related campaign in a BPO setting.
• Strong written and verbal English communication skills
• Experience in developing and maintaining relationships with key internal stakeholders.
• Ability to work with deadlines and under pressure with a positive attitude.

Job Overview

As a Quality Manager, you are the strategic leader responsible for the overall Quality Assurance framework across all programs or lines of business. You act as the primary point of contact for client leadership, ensuring that the quality strategy directly correlates with business objectives and operational KPIs. Your role is to drive the "big picture" quality roadmap, manage senior stakeholders, and mentor Quality Leads to ensure the delivery of high-impact business insights and performance stability.

Key Responsibilities

1. Strategic Leadership & People Management

• Organizational Leadership: Lead and mentor a team of Quality Leads, providing strategic direction and professional development for the entire Quality Department.
• Quality Roadmap Development: Design and implement the overarching Quality Strategy for the account, ensuring it aligns with global standards and client-specific business goals.
• Performance Accountability: Own the final performance results for the Quality organization, including audit accuracy, sampling compliance, and the effectiveness of "Path-to-Green" initiatives.

2. Strategic Stakeholder & Client Management

• Executive Business Reviews: Own and lead WBR, MBR, and QBR (Weekly/Monthly/Quarterly Business Review) sessions with client executives and internal leadership.
• Client Partnership: Act as the primary consultant for the client regarding policy changes, quality framework adjustments, and long-term process improvements.
• Strategic Alignment: Partner with the Operations Director and Training Director or Training Manager to ensure quality data is driving the account's broader performance strategy and training curricula.

3. Advanced Governance & Risk Management

• Systemic Root Cause Analysis (RCA): Oversee high-level "Defect and Trend Analysis" to identify systemic program risks, policy ambiguities, and industry-wide performance gaps.
• Governance Framework: Ensure the integrity of the "Audit the Auditor" (ATA) and calibration frameworks to eliminate bias and maintain high confidence in reported data.
• Compliance & Security: Serve as the final authority on quality compliance, ensuring 100% adherence to global legal and security protocols such as PCI-DSS, HIPAA, or GDPR.

4. Process Innovation & Continuous Improvement

• Change Management: Lead the implementation of new quality tools, automated auditing systems, or major policy overhauls across the organization.
• Financial Impact: Monitor and mitigate financial leakages or platform integrity risks through strategic process redesign.

Required Qualifications

• Education: Bachelor’s or College degree is standard.
• Experience: Typically 5+ years of Quality Assurance experience in a BPO setting, with at least 3 years in a management or leadership capacity.
• Technical Skills:  Expertise in QA methodologies, Six Sigma, or COPC principles.
• Lean Six Sigma Green Certification is highly desirable, with a proven track record of applying DMAIC or Kaizen to improve account performance.
• Advanced data visualization skills to translate complex datasets into strategic "Executive Summaries".
• High Proficiency in Google Suite (Gmail, Sheets, Slides) and Microsoft Office.(Excel, PPT) 
• Proficiency in Google Analytics and enterprise-level reporting tools.
• Program-specific skills required.

• Core Competencies:
• Language:  Exceptional English communication skills (written and verbal) to represent the Quality department at the executive level.
• Stakeholder Management: Exceptional negotiation skills and the ability to influence C-level stakeholders through data-driven insights.
• Change Management:  Proven ability to drive organizational change and process innovation through data.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provision for Sales Taxes

• Identify and assess risks related to VAT compliance in various jurisdictions.
• Create manual journal entries to provision for potential tax liabilities on the Balance Sheet and P&L.
• Collaborate with the accounting team to ensure accurate representation of tax provisions.
• Maintain clear documentation of provision calculations and justifications. 

Monthly/Quarterly VAT Compliance

• Analyze buyer location data and perform necessary data cleansing.
• Validate tax rates, product categorization, and VAT numbers to ensure compliance.
• Prepare and submit accurate international VAT returns on a timely basis.
• Collaborate with cross-functional teams to resolve any discrepancies. 

Ad Hoc Projects and Research: 

• Conduct research on different topics such as international penalties, interest rates, and tax regulations.
• Stay updated on digital services tax (DST), withholding tax, and other relevant tax developments.
• Assist with VAT registration and deregistrations worldwide.
• Assist in the implementation of tax-related projects and initiatives.

Quarterly Reconciliations: 

• Perform quarterly reconciliations to ensure consistency between financial records and tax reports.
• Identify discrepancies and collaborate with relevant teams to resolve them 

MINIMUM REQUIREMENT QUALIFICATIONS 

Key Skills: 

• Accounting qualification or bachelor's degree in law, accounting, finance, business, or a related field.
• Previous experience in VAT compliance, international taxation, or related roles. Advanced Excel skills for data handling and reconciliation purposes.
• Excellent attention to detail and ability to work with precision.
• Effective communication skills to collaborate with cross-functional teams. Strong problem-solving skills and ability to work independently on tasks.
• Team player with a proactive and positive attitude.
• Commitment to delivering the highest quality first-time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Has the initiative in a work setting, with positive outcomes.
• Proven to be a lead-taker and able to work with passion without the need for constant coaching or manager intervention.
• Strong decision-making ability - especially on critical business concerns.
• Ability to build rapport with third-party partners and transact assertively

KEY RESPONSIBILITIES

• Input campaign data (targeting, budgets, copy, creatives) into ad platforms.
• Verify campaigns are uploaded completely and ready for client review.
• Notify Ads team once setup is complete for publishing checks.
• Follow SOPs to ensure error-free campaign builds.

MINIMUM REQUIREMENT QUALIFICATIONS

• 1–2 years of experience in digital ad operations or campaign setup.
• Familiarity with Google Ads Manager and Meta Ads Manager preferred.
• Strong attention to detail and accuracy in data transfer.
• Organized and dependable in managing multiple campaign requests. 

Key Skills:

• Technical Skills/Programming/Tool Knowledge
• Ad Platforms Mastery – Google Ads (Search, Display, YouTube), Meta Ads (Facebook & Instagram), LinkedIn Ads, TikTok Ads, Twitter/X Ads, programmatic DSPs.
• Campaign Setup & Optimization – keyword research, audience targeting, bid strategies, and ad placement.
• Tracking & Tagging – UTM parameters, conversion tracking, pixels, and Google Tag Manager.
• Remarketing & Retargeting – creating custom and lookalike audiences.

• Analytical and Diagnostic Skills
• Data Analysis – ability to interpret marketing KPIs (conversion rates, CPL, CAC, ROI, attribution).
• Reporting & Dashboards – building clear performance reports for stakeholders.
• Process Optimization – streamlining workflows, automations, and cross-team coordination.
• A/B Testing & Experimentation – validating campaign performance improvements.

• Creative & Strategic Skills
• Ad Copywriting & Messaging – crafting compelling, high-CTR ad text and creatives.
• Creative Optimization – guiding designers on ad visuals, videos, and formats.
• Full-Funnel Strategy – awareness → consideration → conversion → retention campaigns.
• Competitor & Market Research – spotting trends and adjusting campaigns accordingly.

• Soft Skills
• Attention to Detail – catching errors in data, campaigns, or automation flows.
• Adaptability – adjusting to new platforms, tools, and strategies quickly.
• Communication Skills – translating technical findings into business insights.
• Time Management – handling multiple campaigns and projects simultaneously.

DUTIES AND RESPONSIBILITIES
● A genuine passion for delivering outstanding customer service with empathy and professionalism.
● Proficiency with customer support platforms (e.g., Zendesk, Gorgias, or similar) and Microsoft Office/Google Suite.
● Operate in a professional, fast-paced environment that demands accuracy, multitasking, and effective communication to resolve issues efficiently.
● Engage with customers thoroughly understand their needs and provide comprehensive solutions on the first interaction.
● Actively listen to, assess, and address customers’ concerns by offering tailored solutions through calls, email, chat and sms.
● Learn and adapt to new information and technology platforms.
● Engage with customers – begin a conversation, anticipate what questions a customers will have, actively share information using plain language, build rapport, and handle objections.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

● Collaborative and proactive attitude with a willingness to learn.
● Displays passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our clients’ purchase experiences.
● Commits to excellent attendance with proven reliability and can adhere to the agreed-upon work schedule.
● Has a dependable team-player attitude with an understanding that calls must be handled immediately.
● Can engage with customers – begin a conversation, anticipate what questions a customer will have, actively share information using plain language, build rapport, and handle objections.
● Is comfortable receiving ongoing performance feedback and coaching.

EDUCATION AND/OR EXPERIENCE
● At least 2 years in college or equivalent

● At least 1 year of Customer Service experience

WORK SET UP
● Hybrid

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• Bachelor's/College degree.
• Proven interest in technology and how it is changing the world of work.
• With at least two years of Quality Assurance experience.
• With at least one year of Senior Quality Assurance experience.

Demonstrated competency in the following areas is also required:

• Attention to detail.
• Analytical Skills.
• Commitment to delivering the highest quality first time.
• Proven ability to work to deadlines and under pressure with a positive attitude.
• Strong communication skills in written English and able to communicate effectively with a team in English.
• Examples of taking the initiative in a work setting, with positive outcomes.
• Coaching and development abilities.
• Ability to lead a team.

Job Overview

We are committed to our mission to empower property owners and give them control over their businesses through technology built by hoteliers for hoteliers. Our Customer Care team plays a crucial part in this mission to provide stellar support to our customers whenever they need us.

Key Responsibilities

• Be part of an amazing team of people, working closely with your team leader and delivering the best service possible to hoteliers and property owners.
• Have a direct impact on our customer satisfaction, product adoption, and customer lifetime value. 
• Ensure that clients are helped to become product experts themselves. 
• Build robust relationships with our customers to limit the churn rate.
• Ensure you handle and follow up on troubleshooting issues in the most adapted and efficient way. Provide our customers with any advice requested, always looking to go the extra mile.
• Proactive in identifying and escalating issues to internal and external stakeholders;  you are a natural problem solver and are not afraid to think outside the box for solutions.
• Strictly adhere to all organizational security policies and procedures, proactively maintaining up-to-date knowledge through mandatory training and ensuring the immediate reporting of all suspicious activities or security incidents.

Required Qualifications

Education:

• Bachelor's/College degree

Experience:

• At least 1 year of experience in a customer-facing role, handling direct communications via chat, phone, and email, in the travel industry

Skills:

• You have a strong customer orientation and can adapt to each client to provide a personalized experience.
• Empathy is one of your strongest skills; you can put yourself in the customer's shoes and actively handle their requests.
• Excellent organization and coordination skills; you are a natural problem solver and are not afraid to think outside the box for solutions.
• Languages: Outstanding English Communication Skills in both spoken and written

Required Qualifications

• At least 2 years of Customer Service Experience for English-Speaking businesses/clients/customers
• Background in Healthcare, collections, and/or billing programs/accounts is an advantage, but not a requirement
• Outstanding written and verbal communication skills, neutral English accent with clear pronunciation, great email, chat, and phone etiquette
• Experience in medical billing and working within EMRs in Ontario is an advantag,e but not a requirement
• Knowledge of the healthcare system is considered an asset
• Experience with any of the following tools is also beneficial: Microsoft Excel, Salesforce, EMRs, and medical billing software
• Resourceful: Able to learn independently and use new knowledge to solve problems
• Honest: Able to acknowledge mistakes and always does one’s best to operate with the highest degree of integrity
• Humble: Able to remove ego from the discussion to identify the best solution to a problem. Able to honestly reflect on one’s weakness and look for ways to improve.
• Smart: Able to quickly apply new knowledge to foreign situations

DUTIES AND RESPONSIBILITIES

• We are committed to our mission to empower property owners and give them control over their businesses through technology built by hoteliers for hoteliers.
• Our Customer Care team plays a crucial part in this mission to provide stellar support to our customers whenever they need us.

Your mission:

• Be part of an amazing team of people, working closely with your team leader and delivering the best service possible to hoteliers and property owners.
• Have a direct impact on our customer satisfaction, product adoption, and customer lifetime value.
• Ensure clients that help them become product experts themselves.
• Build robust relationships with our customers to limit the churn rate.
• Ensure you handle and follow up on troubleshooting issues in the most adapted and efficient way.
• Provide our customers with any advice requested, always looking to go the extra mile.

About you:

• You have outstanding communication skills, both spoken and written in English. 
• You have a strong customer orientation and can adapt to each client to provide a personalized experience.
• Empathy is one of your strongest skills; you can put yourself in the customer's shoes and actively handle their requests.
• Excellent organization and coordination skills; you are a natural problem solver and are not afraid to think outside the box for solutions.

EDUCATION AND/OR EXPERIENCE 

• Bachelor's/College degree
• At least 1 year of experience in a customer-facing role, handling direct communications via chat, phone, and email, in the travel industry

Requirements

Experience:

• 5+ years in Project Management, with a proven track record in organizational transformation and consultative roles. Experience within HR, Talent Acquisition, or People Operations is preferred.
• Strategic Maturity: Demonstrated ability to "manage up" and navigate complex organizational hierarchies.
• Communication: Exceptional facilitation skills. For example, you should be comfortable leading sessions on "process/system design" and project toolbox concepts to help the team improve their own workflows.
• Technical Literacy: Familiarity with project management software and HR workflows is a plus.
• Critical Problem Solving: Uses a detail-oriented approach and active inquiry to triage information and design high-impact solutions for the People Tower.
• Operational Discipline: Demonstrates a commitment to focused execution, balancing a sense of urgency with a dedication to finding the most efficient, scalable results.
• Strategic Foresight & Inclusivity: Employs forward-looking decision-making to anticipate risks; actively integrates diverse perspectives to maintain project alignment and long-term direction.

Responsibilities:

• Strategic Facilitation: Lead the planning and execution of People Tower projects by facilitating alignment among functional leads and executive stakeholders.
• Managing Up & Governance: Act as the primary bridge to leadership; facilitate business cases and strategic assets for executive sign-off, ensuring recommendations are clear and data-backed.
• Program and Change Management Execution: Partner with dedicated Change Owners to execute communication and adoption plans, ensuring project delivery doesn't overshadow the human element of organizational shifts.
• Resource Management: Lead the design of team operating rhythms that account for global scheduling complexities. Act as a guardian of team capacity, utilizing foresight to proactively make adjustments where necessary to deliver against project requirements.
• Risk & Escalation Management: Exhibit high professional maturity in navigating escalations. Use escalation as a tool to protect team members and maintain project momentum.
• Process Documentation: Develop and maintain "instructional assets," including dummy business cases, workbooks, and templates to enable team self-sufficiency.

General Job Description

• Oversee and resolve complex customer support queries, complaints, and requests
• Develop and maintain customer training materials, including manuals and instructional videos
• Serve as the point of escalation for Tier 2 CSRs, providing guidance and support as needed
• Perform other related duties as assigned to support team and client success

Specific Accountabilities/Responsibilities

• Take ownership of complex customer issues and provide advanced technical support for EMR software
• Serve as a subject matter expert across all EMR modules and functionalities, offering clear guidance to end-users
• Ensure high levels of customer satisfaction through proactive communication and timely resolution of concerns
• Act as a key escalation point for critical issues, coordinating with product teams, technical support, and leadership as needed
• Prioritize and manage multiple requests effectively, balancing urgency and impact
• Assess and address issues across all severity levels—including occasional urgent cases causing clinic disruptions
• Navigate and de-escalate customer conflicts with professionalism and empathy, supporting a positive customer experience
• Provide guidance and support to Tier 2 CSRs, ensuring consistent knowledge sharing and quality of service

Education/Experience/Skills Required

• Bachelor's degree preferred or equivalent work experience.
• A knowledge of EMR software including doctor’s requirements and technical specifications.
• Ability to troubleshoot technical issues in a Windows and Chrome based environment.
• Excellent interpersonal, organizational and time management skills required.
• Ability to adapt quickly to changing internal and external customer demands.
• Must demonstrate initiative and exercise sound judgment with respect to management and personnel issues.
• Able to anticipate challenges and develop alternative plans of action. 
• Ontario Canadian EMR experience is a must

DUTIES AND RESPONSIBILITIES

•  Build websites using our Webflow templates 
• Make small website changes (copy edits, image swaps, link updates)
• Set up new client CRM accounts in GoHighLevel using pre-built templates
• Use QA checklists to review your work
• Communicate with team members via Slack and Zoom
•  Strong organizational skills, especially in managing tasks across multiple tools (ClickUp, BugHerd
• Basic understanding of CRM tools or automation platforms (e.g., GoHighLevel, HubSpot)
• Familiarity with drag-and-drop website builders such as Webflow or similar CMS tools
• Strong attention to detail in formatting, layout, and link/image verification
• Familiarity with responsive web design principles and how changes impact mobile/tablet views
• Basic understanding of CRM tools or automation platforms (e.g., GoHighLevel, HubSpot)
• Willingness to give and receive feedback for ongoing process improvement
• Can work independently and knows when to ask for help or flag potential issues
• Willing to report to  our office at JMT Building, Ortigas Center, Pasig City, on a hybrid setup
• Comply with company policies
• Follow management and client directions
• Proactive communication

MINIMUM REQUIREMENTS AND QUALIFICATIONS

• 1+ year of experience in content management or web production roles
• Hands-on experience with Webflow

Job description

Job description

Key Responsibilities

• Invoice Processing
• Daily Batching: Sort and separate daily invoice batches by page and update the Stats/Wiki report.
• Data Entry: Accurately enter key details into the system (PO#, Store/Vendor#, Invoice#, Date, and Total Amount).
• Exception Handling: Manage the Coupa exception queue by coding invoices or taking the necessary steps to fix errors.
• Systems & Tools
• Software Usage: Use tools like ProKey, CDK, HICX, and Excel to process data and troubleshoot issues.
• File Management: Navigate the W Shared Drive and use Outlook for daily professional correspondence.
• Communication & Availability
• Active Responsiveness: This role requires a high level of availability. You must be active and "on-clock" during your shift.
• One-Hour Rule: There is a strict requirement to respond to all Microsoft Teams messages within one hour.
• Quick Tool Guide (Experience a plus)
• Procurement: Coupa, HICX, CDK
• Data: Paradatec (ProKey), NDD, Excel
• Collaboration: Teams, Outlook, W Shared Drive

Required Qualifications

Education & Experience:

• Working in a fast-paced environment
• Proven interest in technology and technology startups
• At least one (1) year of CSR and back office experience in automotive accounts is  an advantage  
• Experience in invoicing and or bookkeeping is a plus

Skills: 

• Attention to Detail: Ability to spot errors and enter data accurately (names, dates, and currency) at a fast pace.
• Basic Tech Comfort: Experience with Microsoft Excel and general file management (Shared Drives).
• Problem Solving: Ability to look at a "blocked" invoice and figure out what is missing or incorrect.
• Responsiveness: You must be reachable on Microsoft Teams throughout your shift (except on scheduled breaks). 
• Communication: Ability to provide clear, quick updates to the team and respond to all messages within one hour.
• Reliability: Strong time-management skills to ensure all daily batches are completed before the end of your shift.

Languages:

• Excellent English (verbal and written) communication skills

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide customer service via email/tickets, chat, and calls
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
• Process requests and enter/update business/personal information in our database
• Document all information according to standard operating procedures
• Perform the tasks at the required speed and accuracy to meet the client’s KPI and SLA requirements
• Prioritize tasks to best-fit client needs
• Contribute to process improvements on the tasks
• Diligently log all activities.
• Update client’s tools/platforms and other additional tasks as necessary

Minimum Requirement Qualifications:

Key Skills

• Strong phone and verbal communication skills, along with active listening
• Customer focus and adaptability to different personality types
• Ability to handle multiple tasks
• A Degree is good to have
• 1-2 years of experience in the food industry is an advantage
• Amenable to working onsite
• Amenable to working on a rotational schedule, including weekends, holidays, and night shift

Demonstrated competency in the following areas is also required:

• Attention to details 
• Analytical Skills
• Commitment to delivering the highest quality the first time
• Proven ability to work within deadlines and under pressure with a positive attitude
• Examples of taking initiative in a work setting with a positive outcome
• Ability to multi-task, set priorities and manage time effectively

Language Skills

• Excellent communications skills in English

Required Qualifications:

• 2–5 years of hands-on website and landing page development experience.
• Strong experience with Webflow, Framer, WordPress, and Shopify.
• Proven ability to build high-converting landing pages.
• Proficiency in HTML, CSS, and JavaScript.
• Experience deploying projects using Vercel.
• Practical experience using AI tools in daily workflows.
• Ability to write clear, effective prompts to support development and content tasks.
• Comfortable working with version control and structured processes.
• Strong execution mindset with attention to detail and reliability.

Key Responsibilities:

• Build, customize, and maintain websites and landing pages using Webflow, Framer, WordPress, and Shopify.
• Design and develop conversion-focused landing pages for marketing campaigns.
• Use AI tools to accelerate development, content creation, debugging, and iteration.
• Write effective prompts to generate, refine, and adapt code, layouts, and page content.
• Customize themes, templates, and components beyond default CMS capabilities.
• Write and modify HTML, CSS, and JavaScript to implement custom functionality.
• Deploy and manage websites and landing pages using Vercel.
• Ensure pages are responsive, performant, and optimized for conversion.
• Implement basic SEO, performance, and accessibility best practices.
• Integrate third-party tools, scripts, analytics, and tracking pixels.
• Perform QA on landing pages and site updates before deployment.

Responsibilities

• Conduct comprehensive searches of news and litigation content using defined workflows.
  
  
• Review and summarize findings based on explicit inclusion/exclusion checklists.
  
  
• Maintain accuracy and consistency while managing a high-volume workload.
  
  
• Collaborate with team members to ensure quality and efficiency in report production.
  
  
• Provide feedback on process documentation to support training and scalability.
  
  
• Stay aligned with client expectations to deliver customized reports.
  
  

Performance Metrics

• Production Goals: 35+ weekly minimum.
  
  
• Quality Expectations: 96–98% accuracy.
  
  
• Responsibility Level: Single report type.
  
  
• Job Autonomy: Independent execution of responsibilities while learning and applying established processes, policies, and expectations.
  
  
• Supervision: Regular feedback and direct support from managers and mentors.
  
  

Experience and Skills

• Strong English reading comprehension skills (for internal use only, not client-facing).
  
  
• Attention to detail and ability to work independently while following structured guidelines.
  
  
• Stamina and resilience to complete repetitive, high-volume tasks.
  
  
• Ability to remain focused on one type of task and thrive in a process-driven environment.
  
  
• Effective communicator with team members, able to provide feedback and collaborate as needed.
  
  

Qualifications

• Degrees in English, History, Psychology, Sociology, Liberal Arts, Library Sciences, Criminal Justice, or other research/writing-focused fields are welcome but not required.
  
  
• 1–3 years of experience in research, due diligence, or related industries is a plus but not required.
  
  
• Familiarity with Boolean searches or tools such as LexisNexis and PACER is a nice-to-have, not a requirement.
  
  
• Demonstrated ability to analyze information and summarize findings clearly in writing.
  
  
• Working knowledge of Google Suite, Microsoft Office, or Adobe is preferred.
  
  
• Experience collaborating remotely via video and digital tools is beneficial.
• Litigation background is a requirement.

Job Overview: As the Operations Manager, you will be responsible for overseeing and optimizing the day-today operations of our business processes. 

This role requires a strategic thinker with a strong background in BPO operations, process improvement, and team management. 

Operational Leadership: 

• Lead and manage the overall operations of the business unit, ensuring efficiency, quality, and compliance with company standards. 
• Develop and implement strategic initiatives to enhance operational effectiveness and meet organizational goals. Team Management: 
• Supervise, mentor, and motivate a large team of Operations, Training, Workforce Management, Quality Assurance, and Business Intelligence & Reporting professionals. 
• Foster a positive and collaborative team culture, emphasizing continuous learning and development. Process Improvement: 
• Identify and implement process improvement opportunities to streamline operations and enhance service delivery. 
• Work closely with cross-functional teams to drive efficiency and effectiveness in business processes. 

Performance Monitoring: 

• Monitor key performance indicators (KPIs) and key result areas (KRAs) to ensure that operational goals are met. 
• Utilize data and analytics to make informed decisions and drive continuous improvement. 

Client Collaboration: 

• Collaborate with clients to understand their requirements and expectations, ensuring seamless service delivery. 
• Establish and maintain strong client relationships through effective communication and performance reviews. 

DUTIES AND RESPONSIBILITIES 

• Work with the Operations Director, COO, and CAO to execute strategic projects. 
• Oversee and direct daily business operations for optimum efficiency. 
• Perform weekly meetings with operations staff to discuss metrics and deliverables. 
• Submit frequently and as needed business reviews and report to other Enshored's Leadership team and clients. 
• Set operational goals, objectives and develop strategies to meet client SLAs (productivity, quality). 
• Gather, review, and analyze reports, records, and data to ensure that all quality, efficiency, and productivity standards are met. 
• Work with Enshored team members to support organic growth. 
• Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff. 
• Frequently evaluate and analyze business productivity and performance. 
• Consult, report, and collaborate with the Enshored's Operations Director, COO, CAO, and CEO about company operations. 

MINIMUM REQUIREMENTS AND QUALIFICATIONS (External) 

• At least 2 years experience as an Operations Manager or 5 years experience as a Senior Team Leader/Team Manager handling Team Leaders 
• Preferably has experience managing different support channels (chat, email, voice, back office) 
• Must have expertise in coaching and mentoring 
• Must have in-depth knowledge about root cause and data analysis 
• Strong presentation and storytelling skills (Internal) 
• At least 1 year tenure in Enshored, and has been with his/her current role for more than 6 months 
• At least 2 years experience as a Team Manager or 5 years combined experience as a Team Leader and/or Team Manager (Enshored and previous companies) 
• Must have expertise in coaching and mentoring 
• Strong presentation and storytelling skills

Job Overview

As a Learning & Development (L&D) Trainer, you play a key role in building a capable, engaged, and future-ready workforce. You design and facilitate engaging learning experiences, align learning initiatives with business priorities, drive adoption, and ensure measurable impact. You foster continuous development and contribute to organizational goals through data-driven execution and accountability to performance metrics. Strategically, you ensure training aligns with organizational objectives and capability needs, while at the individual level, you create in-person and digital learning environments that equip and inspire employees to perform at their best.

Key Responsibilities

Align Learning with Business Priorities

• Partner with Sr. Training Managers and stakeholders to ensure all training programs directly support business-critical goals.
• Contribute to maintaining 100% alignment documentation and stakeholder signoffs before rollout.

Deliver High-Impact Learning

• Design, facilitate, and continuously improve blended learning programs, including technical, behavioral, and leadership development.
• Apply adult learning principles, motivational techniques, and behavioral science to maximize learner engagement and retention.
• Ensure facilitation meets or exceeds Trainer Observation Form standards.

Drive Training Adoption & Engagement

• Achieve targeted participation and completion rates (e.g., ≥85% attendance, 100% survey completion within 3 days).
• Promote LinkedIn Learning adoption and utilization through session integration, curated content recommendations, and learner follow-up.

Measure and Improve Performance

• Conduct capability assessments to identify skill gaps and emerging needs.
• Monitor and report on training effectiveness through post-training surveys, feedback sessions, and data analysis.
• Submit all training documentation, reports, and certificates on time with zero COA (Call Out Action).

Foster Learning Culture

• Encourage continuous professional development through coaching, mentoring, and peer learning initiatives.
• Contribute ideas and feedback for process improvement initiatives.

Required Qualifications

Education:

• Bachelor's degree in Human Resources, Business Administration, Psychology, or a related field

Experience:

• Minimum of 2 years' experience in developing and facilitating learning programs (leadership, technical, or behavioral) or an equivalent combination of education, training, and experience
• Knowledge of project management principles, work coordination, and consultation skills
• Proficiency in Microsoft Office and/or Google Workspace

Skills:

• Strong problem-solving, decision-making, and adaptability skills in fast-paced environments
• Proven ability to coach, mentor, and build relationships across all organizational levels
• Strong written and verbal communication skills; confident in presenting to diverse audiences
• Ability to manage multiple priorities independently while maintaining quality and meeting deadlines

We are seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures the effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Key Responsibilities:

Information Management:

• Develop a thorough understanding of the client’s business model, policies, and procedures.
• Manage documentation and escalation of internal and external IT issues.
• Provide feedback to the Scheduling and Forecasting team on the effectiveness of workforce schedules.
• Ensure the smooth rollout of new policies and procedures.

Planning & Process Improvement:

• Update and create Standard Operating Procedures (SOPs) in collaboration with Program Directors.
• Identify, document, and analyze client issues, offering solutions and resolutions.
• Address escalated Real-Time Analyst (RTA) issues and trends with data-driven insights.

Cross-Department Collaboration:

• Work closely with Forecasting & Scheduling Managers, Operations Managers, and Program Directors to ensure alignment in workforce planning.
• Coordinate with HR and Recruitment regarding open positions within the workforce team.

Quality & Performance Management:

• Monitor and improve workforce utilization across all business lines.
• Make real-time decisions to optimize resources and address service issues.
• Collaborate with other departments for the timely resolution of operational challenges.

Team Leadership & Development:

• Set goals, conduct annual performance reviews, and hold quarterly progress discussions for Workforce Leads.
• Supervise, coach, and develop a high-performing Real-Time Analyst (RTA) team.
• Foster a positive work culture that promotes motivation, collaboration, and continuous learning.
• Ensure supervisors effectively manage RTA specialists' concerns, performance, and engagement.

Qualifications & Skills:

• Bachelor’s degree in any field.
• At least 3 years of workforce management experience in a call center environment.
• Strong background in forecasting, scheduling, and workforce reporting.
• Proficiency in workforce management tools (e.g., RightForce, Aspect eWorkforce, IEX).
• Knowledge of call center metrics, traffic management, and queueing systems.
• Excellent analytical, leadership, and problem-solving skills.
• Strong communication and stakeholder management skills.
• Ability to multi-task, work under pressure, and drive results.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, etc.).

MINIMUM REQUIREMENTS AND QUALIFICATIONS 

Key Skills:

• Demonstrated experience in designing and facilitating learning sessions on subjects pertaining to mental health and wellbeing to a diverse audience 
• High emotional and social intelligence 
• Service-oriented and self-motivated 
• Expert in self-care and relaxation techniques, and implements them in daily life 
• Highly empathetic and with strong self-management skills 
• The ability to build strong relationships in a dynamic work environment 
• Maintain calmness and composure even in crisis and emergency situations 
• Open to feedback and constructive criticism 

Minimum Required Experience:

• Bachelor's/College degree in Psychology, masters degree in Clinical or Counselling Psychology, Social Work or Guidance & Counselling is an advantage 
• Certification in Psychological & Mental Health First Aid or Mental Health First Response required 
• 1-2 years of experience working in the Wellness/Wellbeing field, Healthcare Industry or both 
• With experience in a BPO set-up is preferred 
• former/current wellbeing coaches 
• guidance associates 
• Registered Guidance Counselor or Registered Psychometrician are highly desirable. 

Demonstrated competency in the following areas is also required: 

• Excellent communication skills and strong people skills 
• Strong written and verbal English communication skills 
• Proven experience in developing and maintaining relationships with key internal and external stakeholders 
• Excellent facilitation, training and public speaking skills Language Skills 
• Above Average communication skills in English

The Technical Project Leader is a hands-on leadership role at the center of delivering polished, high-quality website builds and CRM configurations for PushPress clients, independent 
business owners. In this role, you’ll lead a team of web developers working in Webflow and GoHighLevel, guiding priorities, setting quality standards, and ensuring work is delivered with consistency and confidence. You’ll bring structure to complex workflows, clarity to execution, and momentum to the team’s day-to-day operations. This role is ideal for someone who enjoys building strong teams, refining processes, and seeing high-quality work go live—while playing a visible role in a client’s success journey. 

What You’ll Do 

Delivery Leadership & Excellence 
● Lead the successful delivery of website builds and CRM configurations from start to finish 
● Translate client needs and strategy into clear, actionable plans for the team 
● Maintain strong visibility across workstreams to ensure work moves smoothly and predictably 
● Stay current on Webflow, GoHighLevel, and related platforms, guiding the team on how to apply new capabilities effectively 

Client Experience & Collaboration 
● Coordinate Slack-based support and delivery workflows to ensure timely, thoughtful responses 
● Partner closely with cross-functional teams to support a seamless onboarding and delivery experience 
● Represent the team with confidence and professionalism in client-facing interactions 
● Help ensure work consistently meets high quality and usability standards 

Team Leadership & Development 
● Lead, mentor, and support a team of Implementation Specialists (junior to mid-level) 
● Assign work based on strengths, capacity, and development goals 
● Use dashboards, KPIs, and task boards to guide performance and workload planning 
● Conduct regular coaching conversations and performance check-ins 
● Create an environment where ownership, growth, and pride in work are the norm 

Process & Continuous Improvement 
● Maintain and evolve SOPs, workflows, and documentation 
● Identify opportunities to streamline delivery and improve consistency 
● Introduce best practices that enhance efficiency, quality, and scalability 
● Ensure new processes are clearly communicated and adopted across the team 

Training & Knowledge Sharing 
● Support onboarding and skill development across Webflow, GoHighLevel, BugHerd, and related tools 
● Encourage continuous learning and knowledge sharing within the team 
● Help build a strong foundation of technical and process excellence 

Culture & Professionalism 
● Communicate clearly, calmly, and constructively 
● Model strong leadership, accountability, and integrity 
● Foster a collaborative, supportive, and customer-focused team culture 

Minimum Requirements & Qualifications 
● 3+ years of experience leading digital production or technical teams 
● Hands-on experience with Webflow 
● Experience managing multiple projects and priorities simultaneously 
● Working knowledge of CRM or automation platforms (e.g., GoHighLevel, HubSpot) 
● Strong technical aptitude and interest in modern tools and systems 
● High attention to detail and pride in delivering quality work 
● Experience using dashboards and documentation tools (e.g., Notion, Linear) 
● Proven leadership, coaching, and team development skills 
● Strong organizational and prioritization abilities 
● Comfortable with structured workflows and client-facing communication 
● Amenable to a hybrid, in-office work setup 

Why This Role Is Rewarding 
● You’ll have real ownership over delivery quality and team performance 
● You’ll help define how excellence looks—and see the results go live 
● You’ll grow and mentor a technical team while shaping how they work 
● You’ll work closely with leadership and cross-functional partners 
● You’ll build systems, not just follow them

Specific Accountabilities/Responsibilities

• Respond to customer inquiries across email, phone, SMS, and other messaging systems with excellent tone, grammar, and spelling for written communications
• Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
• Anticipate and address member concerns with empathy, delivering an exceptional customer journey.
• Resolve issues in a personalized, accurate, and timely manner
• Provide a concierge experience to our customers by offering advice related to products and services
• Become an expert in all Lifeforce systems, processes, products, and service offerings, and maintain up-to-date knowledge in a fast-changing environment
• Complete trainings and up-trainings as needed
• Maintain the highest level of discretion when dealing with customer issues
• Strive to meet and exceed structured performance targets
• Report on customer trends and feedback
• Complete occasional overtime when needed by the business to maintain SLAs

Qualifications/Requirements:

• 2+ years of work experience
• 1+ year of experience in a customer-facing support role. Experience working in a remote, health-related field or role is preferred.
• Ability to balance efficient execution with a close attention to detail and quality in a fast-paced, omnichannel environment
• Exceptional organizational skills while prioritizing tasks and team collaboration
• Comfortable adapting to evolving tech tools and platforms, working in multiple systems at once, and navigating multiple sources of information.. Experience with Zendesk is preferred.
• Excellent problem-solving and communication skills
• Ability to demonstrate strong writing skills, spelling, and grammar
• Possesses a customer-first, eager-to-help approach. Strong phone and escalation skills preferred.
• Willing and able to work autonomously in a remote setting and able to stay proactively engaged with the wider team. Experience working remotely is strongly preferred.
• Ability to work non-standard business hours, including weekends, evenings & holidays. PST hours are strongly preferred
• Demonstrated experience working in a fast-paced agile environment, while successfully navigating ambiguity.
• A hardwired connection with high-speed internet capability is required
• A quiet, distraction-free workspace

• 100% onsite work setup