• Monitor and respond to customer feedback across BBB, Trustpilot, social media platforms, and Discord within 24 business hours (target: <12 hours) • Craft empathetic, professional, HIPAA-compliant responses that address client concerns while maintaining Maximus's performance-driven brand voice • Serve as the public face of Maximus customer care, setting the standard for how we engage with clients in visible forums • Investigate service issues thoroughly and implement effective solutions including refunds, credits, and order expediting • Guide clients through resolution processes with clear communication and follow-through • Immediately escalate potential PR crises or viral negative posts to Operations Lead and Head of Marketing • Provide regular sentiment trend reports highlighting patterns in customer feedback

• Support the operations of PSEF’s growing loan portfolio • Identify capital needs of PSEF Members • Originate and underwrite loans for PSEF’s Members • Prepare credit memos and loan packages • Actively market PSEF’s loan products and programs • Build partnerships with aligned lending partners • Collaborate with the Technical Assistance Program Manager

• Define and own the vision and strategy for the community function, aligning around shared priorities within the company, success metrics, and long-term impact. • Establish, track, and evolve function-level KPIs and growth forecasts to measure community health, engagement, and business ROI. • Lead, coach, and scale a high-performing, inclusive team: matching talent to roles, fostering autonomy, and sustaining excellence through change. • Drive cross-functional programs and initiatives by translating community insights into influence at the executive level, shaping product, marketing, and company strategy. • Design, optimize, and automate complex processes and programs to improve execution quality, scalability, and operational efficiency. • Manage the community budget and resource allocation, balancing experimentation and informed risk-taking with accountability for outcomes. • Oversee and negotiate strategic external partnerships and vendors, extending the community’s reach and strengthening its role within the broader ecosystem. • Navigate complex stakeholder dynamics across the organization to align community outcomes with company goals and engagement philosophies.

• Recruit, vet, and onboard new hackathon organizers • Mentor & support hackathon organizers • Create hackathon planning tools & resources • Build & maintain relationships with organizers in our community • Represent MLH at hackathons • Roll out & track the success of new initiatives • Find new ways for MLH to empower hackers