Automatiq

• Own end-to-end payroll processing for US employees (and contractors, as applicable) on a bi-weekly or semi-monthly cycle • Ensure payroll accuracy including salary changes, bonuses, garnishments, tax withholding, and retroactive adjustments • Partner with Finance to reconcile payroll data and maintain clean records for audits and reporting • Stay current on federal, state, and local payroll tax requirements; flag compliance risks proactively • Serve as the primary point of contact for employee payroll questions and resolve discrepancies quickly • Support year-end processing including W-2s, ACA reporting, and any required tax filings • Manage and fulfill employment and income verification requests in a timely and accurate manner. • Administer the company's equity program (stock options, RSUs, or similar) in partnership with Finance • Manage the cap table platform (e.g., Carta, Pulley) — process grants, exercises, cancellations, and terminations accurately and on schedule • Communicate equity details to employees clearly: grant notices, vesting schedules, exercise windows, and tax implications in plain language • Administer all leave programs including FMLA, state-specific leaves, parental leave, medical leave, and any company-specific policies • Own day-to-day benefits administration including medical, dental, vision, 401(k), FSA/HSA, life insurance, and ancillary programs • Manage open enrollment end-to-end: system configuration, employee communications, carrier coordination, and deadline tracking • Process qualifying life events promptly and ensure employees understand their options • Manage unemployment insurance claims, including coordinating with state agencies and responding to claims inquiries.

• Effectively source replacements/subs for broken orders in order to prevent cancellations & penalties from the marketplace. • Communicate with the respective marketplaces & sellers throughout the process via Intercom • Accurately document all steps of the processes in Monday.com • Accurately document sales in SkyBox in order to track profitability that the Replacements/Subs team was responsible for acquiring & selling • Communicate with the marketplaces to provide proof in defense of the seller if applicable. • Communicate with the customer/seller proactively in case any additional information is needed and the customer/seller is aware of the situation (if necessary) • Collaborate with team members and/or other departments to determine the best solution for issue at hand • Sourcing suitable substitute tickets within subs/replacements team’s parameters • Perform the necessary steps of fulfillment of the order in a timely manner

• Own paid search and paid social for Lysted desktop — building and managing campaigns directly, in-platform • Reach professional ticket brokers through the channels they actually use: Google Search, Meta, niche communities, and intent-driven placements • Identify and pressure-test new acquisition channels: build a hypothesis, instrument it properly, run the experiment, and make a data-backed call on whether to scale or kill it • Optimize for pipeline quality and customer LTV — not lead volume; push back when a metric doesn't reflect real business impact • Own paid UA from day one: Apple Search Ads, Google UAC, Facebook Group Advertising, Meta app campaigns — plus any channel worth a structured test • Build acquisition funnels designed to reach season ticket holders specifically — not broad consumer audiences — and qualify them before they ever hit the app store • Define and own mobile KPIs that reflect real business value: qualified installs, activation rate, D7/D30 retention, and in-app revenue signals — not raw download volume • Run continuous A/B tests across creative, audience segments, and landing pages; read results fast and reallocate accordingly • Own the full demand gen budget across mobile and web — allocate, pace, and adjust spend based on live performance data • Make the call on where to increase investment, where to pull back, and how to reallocate when something isn't working • Track and report on CAC, ROAS, and pipeline contribution by channel; bring spend efficiency into every planning conversation • Come to budget reviews with a recommendation, not just a recap • Build and own conversion tracking infrastructure across web and app — event-based and revenue-based, not form fills • Work with our GTM engineer to ensure HubSpot attribution reflects actual channel-level revenue contribution • Report on performance with a point of view: what's working, what isn't, what you're changing, and why • Instrument every new channel test before it goes live — no spend without a measurement plan

• Analyze markets, historicals, and live data in order to price inventory effectively for clients using Automatiq’s proprietary software • Conduct detailed market research to help build strategic pricing recommendations for clients • Communicate with clients effectively to discuss strategy, preferences, and account performance • Work closely with the business intelligence and software development teams to improve product performance

• Manage and track outstanding balances across multiple revenue streams, including the invoicing of adjustments • Conduct proactive outreach to brokers and marketplace partners to resolve outstanding balances, negotiate payment arrangements, escalate delinquent accounts as needed • Develop and maintain AR aging reports, dashboards and KPIs • Collaborate cross-functionally to resolve receivables issues, enhance reporting accuracy and automation, and support system integrations and ERP-related enhancements • Prepare recurring and ad hoc reports for Finance leadership

• Own the end-to-end architecture of Automatiq’s Intercom environment: inbox structure, routing logic, automation workflows, tagging taxonomies, and conversation data models • Audit the current state and build a remediation roadmap; identify and correct the configuration decisions that are limiting our ability to measure and manage support at scale • Design for scale — build a clean, logical system that agents can work in efficiently and managers can interpret clearly • Manage user access, roles, and permissions; maintain well-documented, consistent system standards across teams • Partner closely with Automatiq’s Internal Operations product manager to ensure Intercom integrates efficiently into our broader tooling ecosystem and remains aligned with the company’s technology roadmap • Evaluate and implement AI-powered capabilities within Intercom — including intelligent triage, deflection, and response assistance — in support of Automatiq’s broader strategy of leveraging technology to drive operational efficiency • Partner with support leadership to understand how we believe great support should be delivered, then translate that philosophy into platform architecture and process design • Recommend and implement best practices for how the organization should operate within the platform — not just feature usage, but the habits and workflows that compound over time • Proactively surface configuration gaps where the current setup creates friction, blind spots, or inconsistency • Identify the critical support capability areas we cannot reliably measure today — productivity, volume drivers, resolution quality, team and individual performance — and build the instrumentation to track them • Design and maintain reporting frameworks that give support managers, team leads, and senior stakeholders a clear, honest picture of what’s happening at the customer, team, and agent level • Go beyond output metrics: build for the questions that actually matter, including where volume is coming from, what’s driving it, where resolution is breaking down, and what support patterns signal for the broader business • Recommend KPI frameworks that align to goals as defined by support leaders, drawing on historical data and industry benchmarks; build the infrastructure to track them • Ensure that support data becomes a shared resource across functions, not siloed in the support team • Continuously evaluate workflow efficiency and identify opportunities to reduce manual work, improve routing, and increase automation signal-to-noise • Stay current on Intercom product updates and assess new capabilities for adoption; serve as the internal subject matter expert • Support managers and team leads in setting achievable, data-grounded performance targets based on what the platform can actually tell us • Identify and act on opportunities to reduce support costs over time — through automation, deflection, improved routing, and elimination of avoidable volume — without compromising the quality of the customer experience

• KPI & CSAT Accountability: Maintain full ownership of departmental success by ensuring all staff meet or exceed fulfillment rates and support SLAs, with a primary focus on high seller CSAT scores. • Stakeholder Education & Mitigation: Ensure sellers are properly educated on fulfillment processes to mitigate faults and clarify internal vs. external responsibilities. • Strategic Prioritization: Manage day-to-day operations by assessing urgent support needs and assigning tasks to Team Leads based on seller segmentation. • Rapid Response Leadership: Maintain a leadership presence in relevant Slack channels to provide real-time guidance and support time during business hours, ensuring rapid resolution for external issues. • Data-Driven Analysis: Leverage platform data to analyze throughput, identify resource gaps, and proactively optimize processes to improve support delivery. • Quality Assurance: Conduct audits on cancelled orders and fulfillment types to ensure "problem orders" are communicated effectively and resolved for positive external outcomes. • Collaborative Syncs: Hold weekly team meetings to discuss successes, feature deployments, hiring needs, and the upcoming weekly focus. • AI & Process Innovation: Proactively identify opportunities to integrate AI and automation tools to streamline reporting, predict volume spikes, and reduce manual administrative tasks for the team. • Coaching & Mentorship: Foster a culture of objective feedback tied to organizational goals and quality support delivery through regular meetings and reviews of check-ins and upward feedback. • Operational Cadence: Foster a high-performance culture by conducting weekly 1:1s with direct reports to remove roadblocks and provide career coaching. • Performance Reviews: Execute annual performance reviews and lead quarterly talent reviews during Manager Summits. • Morale & Culture: Take full ownership of team health, ensuring a high-performance environment that balances productivity with employee engagement. • Training & Documentation: Develop and implement training programs to elevate team results; ensure all SOPs and Knowledge Base articles are current and accessible to support effective external communication. • Capacity Planning: Develop staffing schedules in conjunction with Team Leads, using data to ensure adequate support coverage during peak volume periods. • Budgetary Control: Oversee the total departmental impact of budgeted hours, bonuses, and overtime as defined by company policy. • Structured Onboarding: Accelerate "time-to-productivity" for new hires by facilitating a structured curriculum, including shadowing schedules and technical integration to ensure immediate support readiness. • Cross-Functional Coordination: Partner with HR and IT to ensure seamless provisioning of tools and infrastructure for all new team members. • Leadership Resource: Serve as the primary point of contact for Team Leads regarding new hires and coach them on best practices to navigate organizational structure and high-level concerns.

• Manage day-to-day invoicing, payment tracking, payments adjustments, and review processes. • Perform audits to ensure the accuracy and timeliness of payments; address discrepancies promptly. • Support management to streamline billing and collection processes and improve efficiency, leveraging automation where applicable. • Maintain collections systems, including notifications for late payments and tracking mechanisms. • Serve as the primary contact for customer inquiries related to billing, payments, adjustments, penalties, and discrepancies. • Maintain service level agreements (SLA) for response and resolution times. • Escalate complex issues requiring higher-level intervention. • Monitor and document trends in customer inquiries to proactively identify and resolve systemic issues. • Conduct weekly follow-ups with marketplaces regarding outstanding credits or unresolved cases. • Engage in regular correspondence with sellers regarding outstanding A/R • Provide support to Billing and Collections Manager for daily invoicing, collection efforts, payments adjustments and audits. • Document processes and create standard operating procedures (SOPs) for internal training and operational efficiency. • Participate in weekly meetings and bi-weekly 1:1s with management to report progress and address challenges. • Coordinate with cross-functional teams, including Accounting, Support, and Loss Mitigation, to resolve escalations and improve processes.

• Own and prioritize the technology and agentic AI roadmap across Customer Support, Fulfillment, Pricing, and other COO-led teams — translating operational friction into phased, KPI-driven delivery. • Build and ship Claude Cowork and Claude Code agents that automate high-volume internal workflows, with confidence thresholds, escalation logic, and guardrails built in from the start. • Identify workflows where ops teams depend on engineering to resolve issues that could be self-served — and build the tooling that eliminates that dependency, upstream of any escalation. • Own KPIs around resolution time, first-contact resolution, AI deflection rate, and broken order rate — use them to drive data-backed roadmap decisions and demonstrate operational ROI. • Partner with the VP of Product to train operations teams on prompt engineering and agent-building, and serve as Automatiq’s internal voice for AI use cases across governance and strategy discussions. • Own the product and integration relationship for key operational platforms — partner with team leads to evaluate, configure, and evolve tools like Intercom across Customer Support, Fulfillment, and Pricing. • Redesign internal workflows from first principles — identify fragmentation, manual steps, and knowledge bottlenecks, and replace them with scalable, SOP-backed processes. • Ensure every deployed agent has a defined owner, risk tier, ROI business case, and human-approval gate — contribute to the AI Agent Registry and incident runbooks. • Embed input metrics, say/do ratios, and capacity-planning frameworks into the operational teams you support, so they operate with the same rigor as the product organization.

• Support all aspects of the finance function • Drive ROI-focused, data-driven decision-making across the business • Improve forecasting and strengthen financial discipline • Help leadership allocate capital more effectively • Partner with departments and manage priorities across the business