Naya

• Take full ownership of the post-sale relationship for our global portfolio of B2B accounts (distributors and retailers, with a current core market in APAC and rapid expansion in EU and US). • Drive continuous revenue growth through upselling, cross-selling, product launches, and deepening client relationships. • Build structured account plans and regular business reviews to identify growth opportunities and risks. • Own the operational workflow from the moment a purchase order is signed. • Coordinate product launch timelines, shipping details, inventory statuses, and customs documentation with our Operations team. • Proactively communicate updates to clients, ensuring they always know what to expect and when. • Manage the day-to-day operations of our new Tiered Partner Program. • Track and incentivize partner actions such as premium in-store placement, compliance with brand guidelines, and marketing activations. • Reward partners with volume discounts, marketing funds, and improved margins based on performance. • Act as first line of defense for shipping delays, tax/duty questions, and supply chain issues. • Translate complex operational realities into clear, reassuring, solution-oriented updates for our retail and distributor partners. • Monitor distributor and reseller sales channels for unauthorized, discounted, or off-brand activity. • Firmly but respectfully enforce our brand and commercial guidelines, escalating where necessary.

• Own the full customer conversation across Gorgias: email, Instagram and social DMs, Amazon Buyer Messages, and review responses on Trustpilot, Amazon, and the Arc storefront. • Reply with care, accuracy, and brand voice. No copy-paste templates dropped without context. Every message reads like Arc wrote it. • Resolve order issues end to end: tracking, address changes, replacements, returns, refunds, damaged shipments, lost parcels, and warranty claims. • Use MinimalAI as a draft and assist tool, not as a replacement for judgment. Review and improve AI drafts. • Build and maintain the macro library, FAQ articles, and internal knowledge base. When the same question shows up three times, you make sure it never has to be answered manually a fourth. • Spot patterns in the queue and feed them back to operations, product, and engineering. Defective batch? Shipping carrier failing in a region? Confusing product copy on the site? You are the first to see it and the one who flags it. • Protect SLA targets on first response time and resolution time across all channels, including weekend coverage windows where required. • Coordinate with the warehouse and 3PL partners on stock holds, expedited shipments, and exception handling. • Manage chargebacks and PayPal disputes with the evidence and tone that wins them. • Keep customer records, tags, and notes clean in Gorgias and Shopify so the team can trust the data. • Handle escalations with composure.