• Respond to inbound calls, emails, and texts from M7 users during nights and weekends for minimum 3-shifts per week • Troubleshoot platform questions and escalate technical issues when needed • Provide empathetic, clear communication to ensure users feel supported and confident using M7 • Accurately log and track customer interactions to inform our team’s ongoing improvements • Work closely with our Customer Operations team to flag urgent issues that need follow-up during regular business hours • Share common user pain points and feedback to help improve both our platform and support processes