Pear Tree.

• Handle customer enquiries via email, live chat, and other support channels • Provide accurate product information and troubleshoot customer concerns efficiently • Resolve customer complaints with empathy, professionalism, and ownership • Deliver clear, high-quality written communication across all customer interactions • Manage escalated or high-priority cases to ensure positive customer outcomes • Support and guide a remote team of Customer Service Agents • Act as the first escalation point before issues are escalated to management • Provide ongoing coaching, mentoring, and feedback to improve team performance • Lead by example by actively managing tickets and supporting daily queue operations • Ensure consistency in tone, quality, and customer experience standards across the team • Monitor workflows, ticket queues, and response times to ensure SLA targets are achieved • Identify recurring customer issues and recommend process improvements • Assist with onboarding and training new team members as the support team grows • Ensure adherence to internal systems, processes, and customer service best practices • Support continuous improvement initiatives across customer support operations • Provide regular updates on team performance, operational insights, and customer trends • Deliver productivity reporting and recommendations for improvement • Collaborate closely with cross-functional international teams • Escalate systemic customer experience concerns and operational risks proactively

• Provide customer support via phone, email, chat, and ticketing systems in English and German • Manage customer escalations and complex enquiries professionally and efficiently • Handle support tickets directly in a hands-on player-coach capacity • Support and coach remote customer service agents • Monitor SLAs, queue performance, and response times • Provide operational updates, reporting, and customer service insights • Work closely with internal teams to improve processes and customer satisfaction • Assist customers with product, order, warranty, and troubleshooting enquiries • Maintain accurate customer records and case documentation

• Coordinate, schedule, and confirm appointments for mortgage brokers • Organize, save, and maintain client documents and files • Conduct lender calls and provide clear, timely updates on applications • Manage lender home loan repricing requests • Prepare and send property reports to clients • Reconcile commission reports and support basic finance-related admin tasks

• Manage day-to-day activity across Instagram and Meta platforms • Create and maintain a strong Instagram Stories presence across all stores • Engage directly with followers through messages, comments, polls, reposts, and interactive content • Build a fun, community-driven brand voice similar to leading hospitality brands • Maintain consistent audience interaction and online responsiveness • Repurpose agency-provided content into platform-specific formats • Create engaging stories, reels, promotional posts, and short-form content • Perform basic graphic design and video editing for social platforms • Adapt existing content into engaging day-to-day social media activity • Use AI tools where appropriate to improve efficiency and content output • Assist with Instagram and Meta paid advertising campaigns • Support audience targeting, boosted posts, and promotional campaigns • Monitor engagement and campaign performance metrics • Support ongoing audience growth and community engagement strategies • Help strengthen customer loyalty and repeat engagement through social media • Explore future opportunities for TikTok content and platform expansion

**RESPONSIBILITIES:** - Manage day-to-day HR and payroll administration. - Process and maintain billing and payroll accurately using Xero. - Prepare, review, and maintain employee and contractor agreements, ensuring correct formatting and documentation. - Support the creation and administration of contracts, with attention to compliance and legal requirements. - Maintain accurate employee records, payroll data, and HR documentation. - Coordinate with internal stakeholders to ensure timely processing of payroll, invoices, and contract-related tasks. - Assist with general HR administrative support and process improvements.

• Execute outbound prospecting campaigns via phone, email, and LinkedIn targeting UK importers and exporters • Identify and qualify decision-makers (FDs, CFOs, MDs, treasury/finance managers) at UK SMEs and mid-market businesses • Articulate the value of corporate FX solutions including spot contracts, forward contracts, market orders, and international payment services • Book qualified discovery meetings and product demos for senior sales staff • Maintain accurate pipeline data and activity logging in the CRM • Research target industries and companies to build high-quality prospect lists • Collaborate with the sales team to refine messaging, objection handling, and targeting strategies • Meet and exceed weekly/monthly KPIs for calls, emails, meetings booked, and pipeline generated

• Self‑Sourced Outbound Lead Generation (Primary Focus): • Build and manage your own pipeline of target organisations aligned to Reliable Networks’ Ideal Customer Profile (ICP). • Identify and research key decision makers: • Execute outbound activity including: • Develop outreach strategies based on: • Account-Based Prospecting: • Run structured outreach campaigns across a defined list of accounts. • Conduct initial qualification conversations to determine: • Book meetings for BDR only when prospects meet the agreed qualification criteria. • Provide detailed notes for each meeting, including: • Maintain accurate CRM records of all outreach activity, conversations, and outcomes. • Work closely with the BDR and Pre-Sales team to improve meeting quality and conversion. • Test and refine outreach messaging and approaches.

• Conduct conflict checks and open new matters in the practice management system • Send engagement letters and fee estimates to new clients • Complete AML/CFT verification, including identification, proof of address, and source of funds documentation • Prepare legal documents from verbal and written instruction, including sale and purchase agreements, loan agreements, and company and trust minutes • Draft correspondence and client communications as directed by partners and solicitors • Manage commercial and residential conveyancing transactions from conditions through to settlement • Advise on and track conditions including finance, LIM, builder's reports, and due diligence • Negotiate amendments to agreements where required • Collate instructions to confirm satisfaction or waiver of conditions, including finance and insurance cover • Liaise with internal staff and third parties regarding condition status • Prepare settlement statements and request mortgage instructions from lenders • Arrange signing of loan and authority documents • Coordinate with lenders and the vendor's solicitor to confirm settlement arrangements • Conduct pre-settlement title searches and confirm funds are available in the trust account • Notify clients and agents of successful settlement • Issue reporting letters and final transaction documents to clients • Complete trust account reconciliation • Liaise with banks, insurance companies, Land Information New Zealand (LINZ), and local authorities on behalf of clients, partners, and solicitors • Prepare client invoices and statements • Maintain accurate file notes and ensure timely follow-up on outstanding matters • Close completed files in accordance with firm procedures • Complete company annual returns and resolutions • Conduct title searches and manage LINZ registrations • Carry out any other tasks delegated by the Partners from time to time

• Execute functional, regression, integration, and exploratory testing for new features and product enhancements prior to release • Investigate, reproduce, and document reported defects with clear findings and supporting details • Validate bug fixes and ensure issues are resolved before deployment • Explore product functionality to identify edge cases, usability concerns, and unexpected system behavior • Work closely with developers and cross-functional teams to diagnose and resolve issues efficiently • Test APIs and third-party integrations where required • Participate in requirements discussions and assist in refining user stories and tickets before development begins • Create, maintain, and manage work items and test activities in Azure DevOps • Review and improve QA processes, product guidelines, and documentation • Contribute to maintaining high standards of product quality across multiple releases and sprint cycles

• Manage and grow company social media platforms, primarily LinkedIn and Instagram • Develop and maintain a consistent content calendar and posting schedule • Create engaging content including graphics, carousel posts, and short-form videos • Execute paid advertising campaigns across social platforms • Assist with video editing and AI-assisted content creation where applicable • Monitor engagement, analytics, and content performance • Lead implementation and setup of a CRM and marketing automation platform • Recommend and manage systems such as HubSpot or similar enterprise-level CRM tools • Build and optimise automated email marketing workflows and customer journeys • Create lead nurturing sequences and campaign automations • Develop scalable systems and processes for long-term growth • Support lead generation initiatives through social media and outbound prospecting • Conduct research and data scraping to identify target prospects • Organise and maintain clean lead databases • Assist with outreach campaign setup and optimisation • Help shape the overall digital marketing strategy across both brands • Identify opportunities to improve visibility, engagement, and lead conversion • Support ongoing testing and optimisation of campaigns and systems • Provide insights and recommendations based on campaign data and reporting