Automatiq

• 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

• Automatiq is seeking a Customer Operations Analyst to help scale and optimize the systems, workflows, and operational intelligence that power our supply-side marketplace operations. • Reporting to the Manager, Customer Operations, this role sits at the intersection of operations, systems, analytics, and customer experience, ensuring that our services organization operates efficiently, makes data-informed decisions, and maintains strong marketplace health as we grow. • The Customer Operations Analyst will own the architecture and effectiveness of customer operations tooling, establish performance visibility across teams, and build the automation, reporting, and operational frameworks that enable scalable service delivery. • Success in this role is measured by improved operational outcomes — increased efficiency, reduced risk, and stronger team and customer performance. • This is an ideal opportunity for a systems-minded operator who enjoys connecting people, processes, and technology to solve complex operational problems.

• Own the development and maintenance of dashboards tracking top-line revenue, GOV, criteria sales, retention, expansion, and product-level contribution • Build standardized weekly, monthly, and quarterly GTM and revenue scorecards for leadership • Define, maintain, and ensure consistency of the company’s core GTM metrics framework and KPI definitions across Sales, AM, Product, and Finance • Proactively identify trends, risks, and opportunities across pipeline, retention, product adoption, and client behavior • Surface early warning indicators related to churn, underperformance, or GTM execution gaps • Partner with GTM leaders to analyze pipeline health, deal velocity, conversion rates, and expansion opportunities • Support annual and quarterly planning cycles with data-backed analysis and scenario modeling • Partner closely with Finance to align forecasts, actuals, and assumptions across product lines • Help connect qualitative OKR plans to quantitative performance tracking • Work directly with Product teams to monitor adoption, usage trends, and product penetration • Support Customer Success and Account Management with health scoring, retention insights, and engagement trends • Act as a trusted thought partner to Revenue leadership on performance, prioritization, and execution strategy • Build and maintain reporting using BI and analytics tools such as Power BI, Pendo, Vitally, Hubspot or similar • Leverage CRM and GTM systems such as Salesforce, Hubspot, Vitally and related tooling to ensure data integrity and usability • Help improve reporting automation and reduce manual data dependencies across teams • Write and work with SQL queries to independently access, analyze, and validate data across core GTM systems and reporting pipelines

• Support the candidate experience and internal employee operations • Ensure a smooth, organized, and high-quality process from first interaction to onboarding • Schedule interviews across multiple teams and time zones • Manage candidate communication throughout the hiring process • Help administer job postings across internal and external platforms • Prepare and track weekly recruiting reports, hiring metrics, and onboarding reminders • Coordinate the end-to-end onboarding and pre-employment process • Monitor and triage HR help tickets • Support compliance and policy initiatives • Address employee questions regarding policies, benefits, PTO, systems access, and other general inquiries • Maintain employee records by updating personnel files • Contribute to cross-functional projects involving HR operations, talent initiatives, employee experience programs, and organizational culture efforts • Assist in special projects as needed