Maids.cc

• Lead and manage the Customer Support team (performance, KPIs, quality) • Own customer experience across all channels (chat, calls, email) • Identify bottlenecks and improve workflows using data • Work closely with Tech & AI teams to automate and optimize support • Handle escalations and ensure fast, effective resolution • Monitor and improve CSAT, response time, and resolution rates • Train, coach, and develop team leaders and agents • Build systems, not dependencies on individuals

• Security Architecture & Design • Provide architectural guidance on cryptographic key management and secure API design. • Review, assess, and improve the security of systems related to identity and access control. • Model all secure end-points and re-engineer access to the end-points targeting security without operational disruption • Risk Management & Threat Modeling • Conduct threat modelling and risk assessments for distributed systems and critical business workflows. • Define and implement security controls for sensitive operations, including privileged access, internal tooling, and system integrations. • Proactively identify emerging risks and contribute to internal processes for risk tracking and mitigation. • Security Operations & Incident Response • Lead the response to security incidents, including investigation, containment, and remediation. • Improve detection, monitoring, and alerting across systems and infrastructure. • Develop and maintain incident response playbooks for handling security incidents, including abuse and hacking scenarios. • Governance, Compliance & Best Practices • Help define and maintain security standards and best practices for application development and infrastructure. • Ensure proper secrets management, access control, and system hardening. • Cross-Functional Collaboration • Work closely with engineering, product, and infrastructure teams to embed security throughout the development lifecycle. • Provide practical guidance on secure system design, especially for systems handling sensitive data or high-risk operations.

• Identify new opportunities for growth • Own the company’s growth plan and translate goals into clear execution priorities • Build a repeatable growth system • Lead a culture of fast iteration • Improve efficiency and performance by tightening processes • Work cross-functionally to align teams • Own resource allocation for growth initiatives

• Identify and validate new business opportunities • Own Business Development for new business streams • Build a clear opportunity pipeline • Open and close growth opportunities with the right stakeholders • Create simple commercial proposals • Work with internal teams to launch pilots • Improve performance by tightening the way we work • Build reporting dashboards for BD