• Support Team Coordination: Provide day-to-day guidance to support agents by helping answer questions, reviewing complex tickets, and ensuring responses maintain a consistent level of professionalism and clarity. • Daily Support Operations: Monitor support activity across all channels including the ticketing system, email, and phone. Help ensure queues remain organized, workloads are balanced, and customer inquiries receive timely responses. • Escalation Assistance: Assist with escalated or sensitive customer issues when additional experience or coordination is needed. • Customer Experience Standards: Maintain a high standard of customer service across all support interactions. • Process Improvement and Operational Efficiency: Identify recurring support trends and work with leadership to improve workflows, documentation, and internal processes. • Documentation & Knowledge Base Maintenance: Help maintain and improve Standard Operating Procedures (SOPs), workflows, and knowledge base documentation. • Support Performance Reporting: Track and report on key support metrics including response time, resolution time, and customer satisfaction. • Concierge Level Customer Experience: Support the team in delivering a concierge-level customer experience by promoting thoughtful responses, proactive assistance, and a strong customer-first mindset.