Super.com

• Own the strategy, infrastructure, and best practices for Super.com’s lifecycle program across email, SMS, push, and in-app. • Build the communications and journeys that deliver highly individualized and relevant messaging to each member at critical points in their journey. • Maintain best-in-class deliverability and messaging health. • Strategize, develop and execute comprehensive email, SMS, and push campaigns and automations; run experimentation across segment- and event-based campaigns. • Analyze and report on lifecycle metrics including deliverability rates, open rates, CTR, overall revenue, and signups to drive insights and action. • Coordinate sprint planning to deploy work for each upcoming cycle and assign the right work to each team member. • Manage the team’s roadmap and backlog, and run standups and retrospectives to keep the mission on track and on time. • Stay aligned with your GM and adjacent teams, and collaborate efficiently across data, product, finance, and engineering to manage requirements and priorities. • Lead, mentor, and grow the lifecycle management team, working closely with Engineering, Design, Copywriting, and Product Marketing partners.

• Build and maintain our internal developer platforms: self-serve infrastructure, paved paths, and AI-first automation. Automation code to be authored primarily in Python and JS/TS. • Maintain and extend our cloud infrastructure: Particularly Kubernetes (EKS), AWS, Postgres, Redis, Kafka, and Elasticsearch. Leverage tools like Terraform and Crossplane to keep our infrastructure declarative. • Support other engineers as a go-to technical expert, and bake tribal knowledge into tooling and docs so the platform, not a single person, is the source of truth. • Contribute as a technical mentor: Directly mentor interns. Level up other engineers through Lunch & Learns, guilds, documentation, and general knowledge-sharing. • Contribute strategically during objective setting, retrospectives, and cross-team discussions, and help shape the infrastructure roadmap. • Help maintain the availability, reliability, and security of our production infrastructure by participating in our on-call rotation, including monitoring, incident response, and resolving issues outside of standard business hours.

• Enhance and expand ERP capabilities (NetSuite), leveraging new modules and features to streamline reporting and shorten the financial close cycle. • Translate accounting and business needs into system automation workflows, collaborate with engineering partners, develop test cases, perform QA, and lead implementation, along with post-implementation support. • Drive process and reporting improvements, including automated journal entries and optimized data workflows for timely reporting and account reconciliations. • Support the finance team by serving as a key resource on finance systems, assisting with changes, upgrades, migrations, releases, and troubleshooting day-to-day data reconciliation or reporting issues. • Assess existing finance processes, systems, and controls to identify opportunities for optimization; track risks, issues, and system dependencies. • Maintain the automation roadmap and work with external partners on system updates and future system implementations. • Provide ongoing support to users, including training, access management, and resolving day-to-day system questions. • Maintain clear, robust system documentation to support financial controls and audits.

• Design, build, and continuously optimize AI chatbot playbooks and conversational flows in our Decagon AI platform • Monitor and analyze Chatbot performance (CSAT, resolution rates, deflection), identifying opportunities to improve resolution and customer experience. • Collaborate with cross-functional teams to refine conversational design and ensure a smooth customer journey. • Build clear documentation and escalation paths for when AI self-service cannot fully resolve a customer issue. • Analyze bot feedback and performance trends to identify key drivers of satisfaction and friction. • Translate feedback into actionable recommendations for AI product, operations, and support.

• Review and audit AI chat and voice interactions to evaluate customer experience, AI agent performance, policy adherence, escalation handling, and resolution quality. • Identify trends impacting CSAT, containment, customer effort, and operational performance through interaction reviews and data analysis. • Monitor AI failures including hallucinations, looping behavior, incorrect resolutions, and poor handoff experiences to human agents. • Analyse AI interactions to identify key business and customer insights. • Partner with conversation designers, product and operations teams to improve prompts, escalation logic, recovery flows, and conversational behavior. • Build scalable automated reporting frameworks and quality monitoring tools and guardrails that measure AI performance, customer impact, and operational risk across channels.

• Execute operational risk and fraud review workflows across financial products, including identity verification investigations, account risk handling, and escalations tied to Super.com Card, Cash Advance, and related flows. • Perform manual investigations into suspicious behavior, application fraud, account misuse, identity-related risk, negative balance scenarios, chargeback-related abuse, and other loss events affecting financial products, while actioning customer’s accounts. • Monitor fraud, KYC, and operational dashboards to identify trends, exceptions, emerging threats, and opportunities for faster response. • Support the development and refinement of operational procedures, playbooks, and controls that improve consistency, auditability, and decision quality across the Financial Products risk operation. • Partner with Product, Engineering, Data, Compliance, Operations, and vendor partners to improve controls, close gaps, and operationalize process changes. • Help define and improve risk reporting for leadership, including fraud visibility, key KPIs, and product-level operational health metrics. • Identify root causes behind fraud loss, friction, or operational failure and recommend process, policy, tooling, or workflow improvements. • Support escalation handling and response frameworks by helping document incident severity, ownership, and next steps across teams.

• Prevent fraud and abuse risk across Super.com’s travel marketplace, with a focus on hotel and flight transactions at scale • Design and evolve risk strategies across the full transaction lifecycle (pre-checkout, checkout, authorization, post-booking), balancing fraud prevention, conversion, and customer experience • Partner closely with Product, Engineering, Data, and Finance to build and optimize real-time decisioning systems, rules, and controls • Investigate and mitigate complex fraud patterns, including card fraud (debit and credit), friendly fraud, refund abuse, account misuse, and identity-based attacks • Establish and track core risk KPIs (fraud rate, chargebacks, approval rate), playbooks, and SOPs using data to influence the product and business strategy • Lead and develop a high-performing team of risk analysts, fostering strong ownership, speed, and analytical rigor

• Data-driven Culture: you will be an ambassador for our data-driven culture, taking data and using it to answer business questions and drive strategy & decision making • Data Management: you will access, clean and organize raw data in a way that makes sense for you, your team and your stakeholders • Visualizations: you will help us to see and understand our data in a way that makes sense, creating automated dashboards and funnels for various internal teams • Hard Questions: You’ll be taking our data and using it to answer business questions, drive strategy and decision making. This will include running experiments and impact analysis to understand the effects of changes, drawing conclusions from data, and tying insights back to key business metrics or KPIs. You’ll also explore user behaviour patterns to make informed recommendations that improve product performance and reduce risk.

• Review customer accounts in order to compile compelling evidence for customer disputes • Assess / Leverage data to gather insights on customer behavior and identify opportunities • Monitor Fraud Dashboards to ensure we’re being proactive in our fraud mitigation efforts • Opportunity to participate in special projects related to fraud and chargebacks

• Research and evaluate potential partners and products across key verticals to inform our strategy • Conduct competitive and market analyses that surface actionable insights for senior leaders • Support internal research on our existing product suite to identify gaps, opportunities, and areas for improvement • Help ensure our OKRs are being tracked effectively and that key business routines run smoothly • Create high-quality materials and analyses for Board members, leadership, and external stakeholders • Help make processes and routines more efficient across the business