• Manage a high volume of chat and email support inquiries with empathy, clarity, and speed. • Host live Zoom and phone sessions for platform walkthroughs, setup assistance, troubleshooting, and high-stakes seasonal events (e.g., Holiday Sends). • Guide clients through dashboard navigation, campaign setup, and complex feature usage. • Facilitate account updates including plan changes, configurations, and upgrade guidance. • Support campaign execution to ensure settings align with client budgets and timelines. • Partner cross-functionally with Billing, SWAG, Product, and R&D to resolve issues efficiently. • Identify, log, and track technical issues while advocating for timely resolution. • Contribute to internal documentation and the external knowledge base to improve self-service. • Act as the voice of the customer by surfacing trends, feedback, and feature requests.