Change by Degrees

• Product decisions: build, buy, advise, partner • Hands-on building using AI-native build tools • Stakeholder management across internal and external relationships

• Product decisions: build, buy, advise, partner • Hands-on building • Stakeholder management

• Build and ship end-to-end AI applications (backend, data, APIs, UI) • Turn ambiguous problems into working software quickly • Use AI-native tools to accelerate delivery • Apply key AI patterns (RAG, agents, prompt engineering, evaluation) • Build and scale the AI Platform on Azure (multi-region) • Own core components: APIM, identity, networking, observability, data • Establish CI/CD, IaC, testing, and deployment standards • Integrate with internal and third-party systems (CRM, CX platforms) • Work with tools like Zendesk, Genesys, Intercom, Microsoft 365 • Build APIs, webhooks, and event-driven systems • Embed GDPR, ISO 27001, SOC 2 (and others) into the platform • Partner with Security/GRC on data protection and access control • Partner with Product on roadmap and build-vs-buy decisions • Document systems, architecture, and processes • Monitor production systems and improve performance, cost, and reliability

• This is the first software engineering hire at Otonomee and a key role in building the company’s AI capability and platform • You will report to the CTO, with a dotted line to the Product Builder • You will design, build, and ship AI-powered applications end-to-end — spanning backend, data, APIs, and lightweight UI — while establishing the foundation of the Enterprise AI Platform on Azure • In the early phase, this role is highly hands-on • You will turn ambiguous business problems across multiple teams into working solutions using AI-native development tools • As the team grows, the role will evolve toward platform architecture, integrations, and technical leadership

• Deliver tailored member onboarding experiences, including unboxing, activation, and app navigation, ensuring members are fully supported. • Manage a dedicated enterprise support line, facilitating seamless member handoffs and providing consultative guidance. • Oversee logistics for orders, exchanges, refunds, and warranty replacements. • Troubleshoot and resolve hardware and software issues effectively. • Resolve membership discrepancies and escalate eligibility issues to partners for swift correction. • Share insights and feedback to improve processes and resources for enterprise clients.

• Provide frontline Customer Support in English and Portuguese (preference: Brazilian Portuguese) • Be the first in line for Customer Support, providing exceptional support via multiple channels • Work in support system, ensuring all queries are dealt with promptly • Collaborate with product, engineering and customer success teams to escalate problems • Track and develop FAQs to improve knowledge base • Take a proactive approach in improving processes for efficient operations

• Provide prompt, friendly, and accurate support to Customers via phone and occasionally email in English. • Offer clear, step-by-step guidance to resolve questions and ensure a smooth customer experience. • Respond to inquiries with empathy, professionalism, and an understanding of customer needs. • Proactively engage with customers to exceed their expectations, offering solutions that leave a lasting positive impression. • Stay ahead of potential issues by identifying and addressing problems before they escalate. • Collaborate with internal teams to share insights, identify recurring challenges, and contribute to improvements in processes and products. • Maintain in-depth knowledge of Customers platform to assist customers effectively and confidently. • Contribute to building and updating internal resources and customer-facing knowledge base articles to empower others. • Demonstrate active listening, ensuring customers feel understood and valued. • Uphold commitment to delivering high-quality support by adhering to best practices and quality standards. • Participate in ongoing training and stay up to date with our evolving platform and industry trends.

• Leading and managing a 24/7 team of technical support agents to ensure the delivery of high-quality service to our client and their Customers. • Oversee daily operations, coach and mentor team members, and drive performance to meet or exceed established goals and metrics. • Strong leadership, communication, and problem-solving skills, along with a deep understanding of BPO operations and client management. • Work as part of the operational management team and be a key point of contact for day-to-day operations. • Foster a culture of accountability, collaboration, and continuous learning within the team. • Acquire and transfer the knowledge of tools and associated workflow processes. • Assist in developing and streamlining procedures and implement any process or system changes that will drive efficiencies and improvements. • Coach, motivate, reward, counsel, and assist team performance through 121’s, team meetings, and feedback. • Monitor, establish, and analyze performance trends. • Ensure that service level targets are monitored, and impacts are managed effectively. • Drive the escalation process to identify potential issues. • Implement and facilitate the personal and professional development of the team by giving them constructive feedback. • Resolve complex problems, questions, or complaints; direct unique problems to the appropriate person. • Provide a high level of customer service and/or technical support.

• Provide prompt, friendly, and accurate support to Customers via phone and occasionally email in English and German • Respond to inquiries with empathy, professionalism, and an understanding of customer needs • Stay ahead of potential issues by identifying and addressing problems before they escalate • Maintain in-depth knowledge of Customers platform to assist customers effectively and confidently • Uphold commitment to delivering high-quality support by adhering to best practices and quality standards