Provides front-line customer support through email and live chat, resolves member issues, identifies trends, creates Jira tickets, escalates sensitive matters, and follows cases through resolution. The role requires empathy, clear communication, independent problem-solving, and the ability to manage high interaction volumes while maintaining quality standards.

Evaluates strategic initiatives, conducts market and competitive research, benchmarks business metrics, and supports planning and KPI tracking. The role prepares board and executive materials, dashboards, reports, and investor updates while coordinating inputs across finance, product, data, and operations. It also provides cross-functional support for high-priority workflows, process improvements, and special projects, translating financial and operational analysis into actionable recommendations for leadership.