iClosed

• Channel Management — own and manage all social channels: LinkedIn, Twitter/X, Instagram, YouTube. Plan, create, schedule posts. Track performance weekly • Blog & Articles — write and publish SEO articles, comparisons, integrations, product releases, thought leadership. Work from pre-defined briefs • Creative Production — produce social visuals and templates in Canva/Figma. Create ad creatives for Meta campaigns. Design one-pagers and partner marketing kits • UGC & Testimonials — source and coordinate UGC creators, adapt scripts, collect testimonials, build plug-and-play marketing kits for partners • Asset Management — organize central asset library, ensure brand consistency, version control on all creatives

• L2 escalation resolution — handle every ticket agents can’t resolve in 15 min. • Live debug calls — jump on calls with customers to troubleshoot issues in real-time when text isn’t enough. • Agent training — run weekly sessions on new features, common issues, and troubleshooting workflows. • Record everything for the onboarding library. • Knowledge base — build and maintain internal KB + Intercom help articles. • Queryable AI knowledge — feed Fin AI / Custom GPT with all docs, university transcripts, and resolved ticket patterns so agents get answers in under 30 seconds. • Bug triage — reproduce bugs before escalating to Dev. • Document repro steps, priority, and context. • Intercom optimization — set up macros, auto-replies, routing rules, and SLA tracking. • Product feedback loop — aggregate top 5 customer pain points bi-weekly, ranked and structured, delivered to Head of Ops and Product. • NPS — send post-resolution + quarterly NPS surveys, analyze results, report trends. • Reporting — daily review (ticket volume, open issues, agent performance), weekly report by Monday.

• Onboard new Business accounts — welcome call within 24h, Day 3 + Day 7 check-ins, ensure fast time-to-value. • Reduce churn — health scoring, at-risk flagging, retention calls using playbooks. Target: under 3% monthly churn. • Upgrade Startups to Business — review startup accounts flagged by usage signals weekly. Run upgrade calls with ROI demo. Bonus: $100 per upgrade. • Convert Monthly to Yearly — proactive yearly pitch at Month 3+. Target: 5% conversion rate. • Identify Enterprise opportunities — flag accounts hitting eligibility criteria (300+ calls/month, offer above €2k) and route to Enterprise team. • Understand your customers’ business — know their funnel, sales process, team structure, and where they’re losing deals. • CRM discipline — log all calls, notes, and next steps in Close CRM after every interaction. Same day, no exceptions. • Reporting — daily 15-min review, weekly portfolio health review, monthly churn report by the 5th.

• Translate product into money language. • Build full-funnel marketing systems for ads, landing pages, VSLs, email, retargeting. • Track and monitor performance and KPIs. • Build affiliate programs and strategic partnerships. • Focus on self-serve growth to activate users. • Build and hire for the marketing function while creating scalable systems.