Serve as first point of contact for MyAdvice clients, resolving high-volume tickets via phone, email, and ticketing system. Perform simple website/CMS updates, guide clients through platform features, triage and escalate complex issues, and document interactions. Maintain high throughput and quality, leverage AI tools to improve efficiency, and collaborate with internal teams to ensure strong CSAT and accurate escalation.

Manage the full client billing lifecycle including invoicing, accounts receivable, payment processing, credit memos, reconciliations, collections and vendor bill entry. Act as primary client-facing contact for billing inquiries via phone, email and video, resolve payment disputes, ensure invoice accuracy, maintain records and reports, and support state tax compliance. Use Excel and various software platforms; work collaboratively with Customer Success and Senior Accountant.

Design, build, and deploy production-grade Generative AI solutions (LLM-powered chat, agents, RAG pipelines). Fine-tune and optimize foundation models, implement prompt engineering and guardrails, integrate vector stores, and build end-to-end ML pipelines. Deploy and monitor models on cloud platforms using containerization, MLOps tooling, and CI/CD while collaborating with product and engineering teams.