iGaming Brazil

• Monitor daily performance of SMS campaigns, tracking metrics such as delivery rate, failures, opt-outs and intermittent issues. • Serve as the primary technical-operational point of contact for clients, ensuring alignment and prompt resolution of requests. • Identify, log and track bugs with the Technology/Engineering team until full resolution. • Ensure compliance with SLAs agreed with clients, maintaining platform stability and availability. • Conduct operational analyses to identify failure patterns, bottlenecks and continuous improvement opportunities. • Update ROI dashboards by client and campaign, ensuring reliability and accuracy of presented data. • Produce monthly performance reports for presentation to the Customer Success team and clients. • Feed executive dashboards and strategic KPIs for COO monitoring of operations. • Prepare detailed functional specifications for the development team in partnership with Product and Engineering. • Document operational flows, business rules and platform processes in a structured manner. • Coordinate functional tests, acceptance procedures and MVP validations with pilot customers. • Validate technical deliveries prior to production release, ensuring quality and adherence to requirements. • Support the commercial team in preparing technical proposals and presentations for prospects. • Develop technical and functional materials to support commercial negotiations and platform demonstrations. • Participate in technical meetings and commercial presentations with clients and potential partners. • Translate business needs into technical requirements, facilitating communication between clients and developers. • Monitor operational metrics and propose improvements focused on performance, deliverability and customer experience. • Create and maintain operational controls in Excel, Google Sheets or BI tools. • Develop dashboards and analyses using tools such as Power BI, Metabase or similar. • Execute basic SQL queries to extract and validate operational data. • Ensure campaigns comply with SMS best practices, LGPD (Brazilian General Data Protection Law) and opt-out policies. • Monitor campaign cycles and critical customer requests, especially during high-volume periods. • Support product evolution initiatives by suggesting improvements based on operational feedback and customer needs. • Collaborate with cross-functional teams such as Product, Engineering, Sales and Customer Success. • Prioritize operational and technical requests according to customer impact and business criticality.

• Automate build, deployment, and infrastructure provisioning processes • Implement CI/CD pipelines for continuous integration and delivery • Develop scripts and automations to reduce operational work • Manage Kubernetes environments (deployments, pods, autoscaling, and troubleshooting) • Ensure scalability and stability of applications in production • Design, provision, and maintain cloud infrastructure (AWS, GCP, or Azure) • Manage networking, load balancers, and compute resources • Provision and manage infrastructure using Terraform, Pulumi, or similar tools • Version infrastructure and environments using Git best practices • Create and maintain Docker images and containerization processes • Implement monitoring with tools like Prometheus and Grafana • Centralize logs and implement distributed tracing • Create dashboards, metrics, and alerts to monitor platform health • Manage Apache Kafka clusters and streaming infrastructure • Support data pipelines and system integrations • Work with SQL and NoSQL databases in distributed environments • Implement security best practices in infrastructure and cloud • Manage access, permissions, and credentials • Ensure high availability, scalability, and resilience of environments • Administer secrets, access policies, and environment governance

• Prospectar e desenvolver novos clientes para SendSpeed e UserIn. • Atuar de forma consultiva, entendendo o contexto e necessidades de cada cliente. • Conduzir o processo comercial do início ao fechamento. • Representar a empresa em reuniões estratégicas, eventos e networking do mercado. • Construir e manter relacionamento com decisores, parceiros e players estratégicos. • Fortalecer o posicionamento institucional das empresas no ecossistema de tecnologia e SaaS. • Identificar oportunidades de upsell e cross-sell na base ativa da SendSpeed. • Expandir o uso de canais e produtos, aumentando recorrência, volume e ticket médio. • Colaborar com operação e produto para garantir sucesso do cliente e crescimento das contas. • Apoiar a definição e evolução da proposta comercial e estratégias de Go-to-Market.

• Ensure the continuous, stable, and reliable operation of message deliveries (SMS, WhatsApp, RCS, and other channels). • Monitor operational performance, including delivery rate, latency, failures, and bottlenecks. • Proactively and reactively address critical incidents. • Create and maintain daily, weekly, and monthly operational monitoring routines. • Oversee active client operations, ensuring quality, SLA compliance, and performance. • Serve as the focal point for complex operational issues. • Collaborate with Support/CX to resolve problems and improve the customer experience. • Support retention and account expansion strategies through operational excellence. • Define, track, and evolve messaging KPIs, such as delivery rate, latency, errors, performance by provider/channel, and operational SLA. • Create dashboards and management reports for leadership. • Generate strategic insights to drive continuous operational improvement and product evolution. • Manage messaging vendors, assessing technical performance, quality, cost, and reliability. • Develop new routes and vendors to reduce costs, increase reliability, and provide operational redundancy. • Lead technical and operational negotiations with strategic partners. • Lead and structure the support and CX team’s activities. • Define processes, workflows, SLAs, and service standards. • Ensure alignment between operations and customer experience. • Evolve support from a reactive model to a proactive, data-driven model. • Document critical processes and create operational, incident, and escalation playbooks. • Support the professionalization of operations, promoting scalability and sustainable growth. • Ensure governance practices that guarantee operational reliability, predictability, and quality.