Promenade Group

• Talk to people, then build things. You'll work directly with business and engineering teams to understand what's slowing them down. You'll figure out whether the fix is traditional software, an AI integration, or some combination. Then you'll turn vague requirements into something you can actually build. • Own the whole thing. Prototype it, harden it, deploy it, monitor it. These are internal tools, so you move fast, but they still need to work reliably. • Build fast with AI-assisted development. We use tools like Claude Code to move quickly. You should be comfortable using them to scaffold, iterate, and ship. But you also need to read what they produce, catch what they get wrong, and know when to write it yourself. These tools make good engineers faster. They don't replace knowing how software works. • Use AI where it actually helps. Integrate LLM APIs (OpenAI, Anthropic, Gemini, etc.) when language understanding or probabilistic reasoning genuinely improves the outcome. Design prompt strategies and evaluation methods when you do. Skip the model call when a conditional statement would work better. Keep an eye on cost, latency, and reliability. • Write code other people can maintain. Build clean systems. Establish practical patterns for secure AI usage. Contribute to standards around observability, safety, and data handling. • Work with data. Write SQL against MySQL/ Snowflake, build internal dashboards, and turn business questions into lightweight data tools.

• Own organic traffic growth for BloomNation’s premium florist websites as your north-star KPI • Secondarily own organic traffic growth for the BloomNation marketplace • Focus on qualified organic traffic that drives real business outcomes, not vanity traffic • Identify, prioritize, and execute high-impact SEO/AEO/GEO initiatives • Present plans, explain tradeoffs, and then execute on them directly • Perform a full technical and strategic SEO audit of the BloomNation marketplace • Build and maintain a prioritized roadmap for technical SEO/AEO/GEO improvements • Write production code, primarily in PHP, HTML, CSS, and JavaScript • Create PRs and ship improvements directly • Improve crawlability, indexation, site architecture, internal linking, structured data, and page performance • Build scalable SEO systems across thousands of florist websites • Design and build internal and customer-facing SEO/AEO/GEO tools for florists • Build florist-specific tools that give local business owners capabilities they would otherwise need paid SEO platforms, consultants, or agencies to access • Turn SEO insights into scalable product features • Identify opportunities to productize repeatable SEO/AEO/GEO wins across the platform • Build and maintain tracking infrastructure using Google Analytics, Google Tag Manager, and related tools • Define what should be tracked, how it should be tracked, and how success should be measured • Create funnels and reporting that make organic performance clear and actionable • Ensure tracking is accurate, reliable, and useful for decision-making • Work with Google Search Console, Google Business Profile, Bing Webmaster Tools, Apple Business, and other search/discovery platforms • Ensure our systems can monitor, update, and respond to changes across key search platforms • Use tools like Ahrefs, Semrush, and internal data to guide strategy and execution

• Lead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting • Serve as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations • Meet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflows • Oversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related tools • Partner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning • Run a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution • Establish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational health • Use observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectiveness • Partner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomes • Coach and develop team members while reinforcing strong ownership, communication, prioritization, and execution • Identify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflows

• Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade. • Maintain high retention and build trust and rapport with your book of business. • Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met • Identify opportunities to streamline processes and improve efficiency within the team • Handle support requests from your book of business via email and phone. • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team. • Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner. • Identifying trends and inefficiencies to enhance the support process and improve the user experience. • Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community.

• Handling a high volume of user support requests via email, phone, and social media • The first point of contact for both Promenade customers and partners • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team • Acting as an advocate for Promenade users and providing them with outstanding service while resolving issues in a timely and efficient manner • Identifying trends and inefficiencies to enhance the support process and improve the user experience • A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

• Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service. • Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions. • Monitor team performance, set goals, and provide regular feedback and coaching. • Identify opportunities to streamline processes and improve efficiency within the team. • Work closely with other departments to ensure seamless communication and collaboration. • Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently. • Helping customers and partners use our Promenade products to change the way local businesses connect with their community

• Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade. • Maintain high retention and build trust and rapport with your book of business. • Drive adoption of our Point-Of-Sale system, Dashboard features, and other elements of Promenade’s offerings. • Identify opportunities for upsell and expansion, and take action to capture those opportunities. • Handle support requests from your book of business via email and phone. • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team. • Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner. • Identifying trends and inefficiencies to enhance the support process and improve the user experience. • A product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community.