• Serve as the primary point of contact for participants and site coordinators via phone, email, and support channels • Respond to inquiries about payments, reimbursements, account updates, travel support, and platform navigation with genuine empathy and efficiency • Triage and escalate issues thoughtfully to ensure nothing falls through the cracks • Keep detailed, clean documentation of interactions and outcomes — the kind that makes future-you (and your teammates) grateful • Map and document our support processes end-to-end — own the workflows, find the gaps, fix them • Identify repetitive tasks and deploy AI tools and automation to handle them at scale, freeing up human attention for high-impact moments • Create and maintain FAQs, knowledge base articles, support playbooks, and onboarding resources • Evaluate and implement support technologies — ticketing systems, AI chat tools, knowledge management platforms — with a bias toward what actually works • Define the metrics that matter and build reporting to track them, then use that data to make smarter decisions • Spot patterns in support issues and work cross-functionally to address root causes, not just symptoms • Bring participant and site feedback directly to Product and Operations to influence what gets built next • Contribute to team meetings with real insights and opinions — not just updates • Help define what this function looks like in two years, then help build it