DocuSign Envelope ID: 33AD43C7-74BB-4F84-BCBF-9AA3FAEF558F

PO Box 20589
New York, NY 10023

Amendment to Vision Path Agent Agreement

Thank you for your hard work as a CX Agent at Hubble and ContactsCart, which are run
by Vision Path, Inc. (the “Company.”) This Amendment updates the Vision Path
Agent Agreement between you and the Company (the "Agreement").

Al Jehanne Casuyac
Your Name:

If you agree to this Amendment, the Agreement will be updated as follows as of the
effective date. Any elements of your Agreement not listed below remain unchanged.

Changes to your Agreement:

New Role: Multi-Channel Associate

New Hourly Rate: USD $4.75

Please carefully review this Amendment. In the event that you are moving into a new role,
a job description is included in Exhibit A. If you agree to this Amendment, please sign in
the space designated below. Congratulations!

Sincerely,

Your friends at Hubble and ContactsCart

Agreed to and accepted:

Signature:

Effective date: February 6, 2023

[email protected]
Email:
DocuSign Envelope ID: 33AD43C7-74BB-4F84-BCBF-9AA3FAEF558F

Vision Path Agent Agreement

Exhibit A: Agent Roles

ROLE DESCRIPTIONS

MANAGER. Responsible for overall KPIs including attrition and team planning. Create and
delegate policies and goals; schedule projects according to senior management guidelines.
Allocate resources to the team. Develop staffing structure (i.e., determining how many
employees and at what level are needed for a particular task/channel, including staying
within the budget provided by senior management). Provide coaching to direct reports.
Handle cross-functional communication with other departments outside of CX/VX. Report
to senior management on collected Refund, Fulfillment and Cancellation Saves Data from
direct reports and on noticeable trends.

The GENERAL MANAGER is responsible for leading the entire CX team, in terms of both
metrics and moral, and reports directly to the Director of CX, Operations. The OPS MANAGER
and the ADMIN MANAGER are responsible for the entire CX Ops and Admin functions,
respectively.

SUPERVISOR. Responsible for scheduling, overall team performance, KPIs and metrics. Assign
tasks and implement staffing. Hire staff pursuant to defined staffing plan. Operate within
a defined budget. Handle supervisor callbacks and escalation, and determine which
escalations can be handled directly and which escalations should be escalated further.
Provide coaching to direct reports. Responsible for Refund, Fulfillment and Cancellation
Saves data review for team. When needed, quickly jump in and perform on emails and/or
phones to help the queue and their team.

The ADMIN SUPERVISOR is responsible for team coordination, SLA protection for their
respective areas, live escalations and approvals, time sheet admin, managing critical
functions within their assigned area.

A CX OPS SUPERVISOR is responsible for team effectiveness, SLA protection, live escalations
and approvals, time sheet admin, managing critical functions within their assigned area.

The COACHING SUPERVISOR is responsible for researching effective communication methods,

observing coaching sessions, and providing education & guidance to leadership members
of the team. Works closely with the QA Supervisor and Managers to assess the coaching
needs of the team and to source topics for content development.

The QA SUPERVISOR is responsible for researching effective communication methods,

observing coaching sessions, and providing education & guidance to leadership members
of the team. This person will work closely with our QA Supervisor and the team
managers to assess the coaching needs of the team and to source topics for content
development.

The TRAINING SUPERVISOR is responsible for cross-team coordination, scoping, designing, and
organizing training materials, delivery of trainings and materials, time sheet admin,
managing critical functions within their assigned area.

CX ANALYST. Responsible for sourcing, organizing and maintaining CX data in order to provide
insightful reports for all levels of the CX organization. This person has excellent analytical
skills (the ability to identify trends, patterns and insights from data) and a strong attention
to detail.
DocuSign Envelope ID: 33AD43C7-74BB-4F84-BCBF-9AA3FAEF558F

Vision Path Agent Agreement

TEAM LEAD. Responsible for intra-day team performance, training, 1:1 coaching, and
attendance. When needed, quickly jump in and perform on emails and/or phones to help
the queue and their team.

A CX OPS TEAM LEAD is expected to be an SME in there area, and is responsible for intra-
day CX Ops performance, including team effectiveness, SLA protection, live escalations
and approvals, time sheet admin, etc.

A QA TEAM LEAD is expected to be an SME in their area, and is responsible for intra-day
team performance in QA tasks, including coordination between Admin & Ops based on
QA findings, auditing and reporting, attendance reporting at a daily level, & can jump
into queue if/when needed.

A SERVICE SPECIALIST TEAM LEAD is expected to be an SME in their area(s), and is responsible
for intra-day team performance in Specialist tasks, including auditing and reporting,
coaching and training, attendance reporting at a daily level, & can jump into queue
if/when needed.

The TRAINING TEAM LEAD is expected to be take part in leading PIPs and organizing trainings
based on business need, feedback, and auditing, and is responsible for intra-day team
performance in training tasks, auditing and reporting, attendance reporting at a daily
level, and delivering trainings when needed.

MANAGER. Responsible for quality audits, and for providing coaching and training plans for
Team Leads.

QA AUDITOR. Agent who is responsible for quality audits and collaboration with team
leadership to determine group and individual training and coaching requirements based on
audit data and feedback.

SERVICE SPECIALIST. Agent who has taken on additional responsibilities above and beyond those
of an Associate and who has a focus area within the business. Service Specialists must
consistently meet or exceed the minimum expectations and have been with the Company
for more than twelve months.

ASSOCIATE. Productive agent who consistently meets or exceeds the minimum expectations.
Depending on assignment, Associates may handle inbound/outbound email, phone and live
chat support tickets from customers and/or doctors; research and update account
information; process payments and refunds; perform data collection, data entry, and
customer retention work.

SENIOR ASSOCIATES perform the same services as Associates, and capable of performing in
multiple brands and channels. Senior Associates must consistently meet or exceed the
minimum expectations and have been with the Company for more than twelve months.

MULTI-CHANNEL ASSOCIATES may work in multiple channels/brands in which case they are
referred to as Multi-Channel Associates.

TRAINEE ASSOCIATES are new hires, being trained towards becoming a productive Associate.