SupportNinja

• Manage and prioritize emails and phone calls, ensuring that important messages are relayed on time. • Arrange and schedule meetings, record minutes as needed • Prepare reports and presentations to help facilitate informed decision-making • Support the Executive team with day-to-day administrative tasks including preparing business documents and month-end reports • Scheduling and booking flights and hotels for the executive • Project-management • Perform other duties as assigned

• Enter basic data into the systems, databases or spreadsheets • Use software tools such as Excel, Word, and Google Sheets • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs

• Execute implementations for client’s partners, ensuring projects are completed efficiently and effectively. • Collaborate with various internal stakeholders, championing our customers’ needs. • Adapt and evolve implementation processes to suit dynamic project requirements. • Understand and prioritize customer needs, ensuring that their needs are central to the implementation. • Manage stakeholder expectations, ensuring clear communication and alignment on project goals. • Collaborate with the Lead Implementation Manager to build out the infrastructure of a new team. • Help build out the processes and best practices that are to ensure successful delivery of the product.

• Design, develop, maintain, and optimize data pipelines that support data integration, transformation, and analytics initiatives • Develop and maintain data models, data warehouses, and data structures that support reporting, business intelligence, and enterprise analytics • Extract, transform, validate, and load data from multiple source systems while ensuring data quality, integrity, consistency, and compliance with business requirements • Support the design, implementation, maintenance, and optimization of the organization’s data architecture and technology platforms • Develop, maintain, and optimize SQL queries, database objects, and data transformation processes to improve performance and scalability • Collaborate with Business Intelligence, Analytics, Technology, and business stakeholders to gather requirements and deliver data solutions that support business objectives • Support data quality initiatives by identifying, troubleshooting, and resolving data inconsistencies, duplicate records, and integration issues • Prepare and maintain technical documentation, data dictionaries, process documentation, and knowledge base resources to support ongoing operations and knowledge transfer • Communicate technical concepts, project updates, and data insights effectively to technical and non-technical stakeholders • Research and evaluate emerging technologies, tools, and best practices to improve data engineering capabilities and operational efficiency • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Develop and implement effective collection strategies to recover delinquent accounts, exceeding established targets and performance metrics. • Conduct thorough research and analysis of customer accounts to understand outstanding balances, delinquency history, and potential reasons for non-payment. • Proactively contact customers with past-due accounts through phone calls, emails, or letters, adhering to ethical collection practices and legal regulations. • Communicate effectively with customers, demonstrating empathy and understanding while clearly explaining collection procedures and payment options. • Negotiate and establish realistic payment plans or arrangements to recover outstanding debts, aiming for a win-win resolution for both the customer and the company. • Process customer payments (including adjustments and credits) with accuracy and efficiency, ensuring adherence to company policies. • Manage and update customer account records within the collection system or CRM, maintaining data integrity and security. • Document all customer interactions and collection activities thoroughly and accurately for future reference and audit purposes. • Analyze collection data (e.g., call volume, payment rates, skip rates) to identify trends and opportunities for improvement in collection strategies, communication approaches, and overall efficiency. • Collaborate with internal departments (e.g., legal) to ensure adherence to collection laws and regulations, and escalate complex cases as needed. • Maintain a professional and positive demeanor throughout all customer interactions, even in challenging situations. • Coach and mentor junior Collection Specialists, fostering a collaborative and knowledge-sharing team environment. • Stay up-to-date on industry best practices, collection laws, and regulatory changes impacting the collections process.

• Own and efficiently process a high volume of accounting transactions with elite accuracy across Accounts Payable (AP) and General Ledger (GL) entries. • Follow specific directions on methods and processes of account reconciliations, troubleshooting and resolving escalated issues as needed. • Step up during high-stakes closing windows to completely own complex account reconciliations and bank statement reconciliations while identifying discrepancies. • Deliver exceptional internal and external customer service, responding to customer emails and calls in a courteous, professional, and timely manner. • Ensure strict adherence to Generally Accepted Accounting Principles (GAAP) and internal accounting controls. • Prepare and maintain accurate accounting reports and financial documentation while staying up-to-date on company policies, products, and services by participating in training programs.

• Lead the Delivery Insights, Reporting, and Workforce Management functions to support operational performance, workforce effectiveness, and business decision-making across Service Delivery • Develop and deliver executive-level performance insights, reporting, and analysis that identify trends, risks, opportunities, and actionable recommendations to support operational and client success • Monitor operational metrics, including service level performance, quality results, productivity, staffing, attendance, adherence, occupancy, shrinkage, utilization, and client-specific KPIs • Lead workforce management activities, including forecasting, capacity planning, scheduling, real-time management, and workforce governance to ensure alignment with operational, client, and financial objectives • Lead reporting governance by establishing standardized reporting methodologies, dashboards, data quality controls, and reporting processes that support accurate and actionable business intelligence • Partner with cross-functional stakeholders to improve data quality, reporting automation, system adoption, reporting efficiency, and business visibility • Establish processes to identify, communicate, track, and resolve operational risks through trend analysis, root cause investigations, accountability frameworks, and performance improvement initiatives • Provide recommendations that support operational improvements, workforce effectiveness, client retention, customer experience initiatives, and business performance objectives • Lead the reporting and insights cadence for Service Delivery, including weekly, monthly, quarterly, and ad hoc business reviews • Collaborate with Service Delivery, Workforce Management, Quality Assurance, Client Services, Finance, Human Resources, Technology, and other stakeholders to align operational priorities and business objectives • Promote a culture of data-driven decision-making, operational accountability, and continuous improvement across the organization • Lead, coach, and develop leaders and team members while establishing performance expectations, accountability standards, and organizational capabilities in workforce optimization, analytics, reporting, and operational consulting • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned.

• Own and efficiently process a high volume of accounting transactions with elite accuracy across Accounts Payable (AP), Accounts Receivable (AR), and General Ledger (GL) entries. • Follow specific directions on methods and processes of account reconciliations, trouble-shooting and resolving escalated issues as needed. • Step up during high-stakes closing windows to completely own complex account reconciliations and bank statement reconciliations while identifying discrepancies. • Deliver exceptional internal and external customer service, responding to customer emails and calls in a courteous, professional, and timely manner. • Ensure strict adherence to Generally Accepted Accounting Principles (GAAP) and internal accounting controls. • Prepare and maintain accurate accounting reports and financial documentation while staying up-to-date on company policies, products, and services by participating in training programs. • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times, collaborating across departments and performing other duties as assigned. • Consistently meet or exceed specific performance targets and financial KPIs to support overall business momentum.

• Collect, clean, organize, and process sets of basic data from various sources • Validate the accuracy and completeness of the structured datasets • Maintain data integrity and security • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed to resolve customer issues • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned

• Proactively source and build lead lists, or engage with existing lists of inbound leads or other key targets using our established templates and playbooks • Successfully convey company’s key value propositions and educate prospects on our various solutions • Protect company’s brand position as an expert in our space with key prospects and operate in a manner that’s consistent with our brand standards • Qualify each successful engagement in line with our framework and route them accordingly as quickly as possible - either by guiding them through the self-service flow, setting appointments with our inside sales reps, or disqualifying them for future engagement. • Be prepared to discuss your daily activities and report on overall progress towards assigned Sales targets and trends. • Based on key learnings, collaborate and improve on templates and outreach strategies over time to improve velocity and successful conversions. • Create trust and credibility with internal and external stakeholders