• Lead, mentor, and develop a team of three IT Support Engineers, fostering a culture of continuous improvement and client-first service • Set clear expectations, conduct regular one-on-ones, and provide ongoing coaching to elevate team performance • Manage team workload distribution, coverage schedules, and capacity planning • Create development plans and growth opportunities for team members • Regularly meet with department leaders to define areas of improvement in the support realm • Meet weekly with the VP of IT Infrastructure and Security to review KPI’s and set quarterly planning goals for the team • Define, track, and report on support KPIs including ticket volume, resolution time, first-contact resolution rate, customer satisfaction, and SLA compliance • Analyze support metrics to identify trends, bottlenecks, and opportunities for improvement • Provide regular reporting to IT leadership on team performance, operational health, and strategic initiatives • Establish and maintain dashboards for real-time visibility into support operations utilizing our ITSM platform • Continuously evaluate and optimize support, ITAM, and employee onboarding/offboarding processes to drive efficiency • Stay current on AI trends and tools and identify opportunities to enhance team productivity • Implement AI-powered solutions to enable self-service, automate routine tasks • Provide white glove, high-touch technical support to end users, serving as an escalation point for complex issues • Administer and support Active Directory, Entra ID, Microsoft 365, Windows 365, Intune, and Autopilot environments • Support and troubleshoot Windows and Mac endpoints, ensuring optimal performance and security compliance • Manage IT Asset Management (ITAM) including procurement, inventory tracking, deployment, and disposal • Manage the complete employee technology lifecycle including onboarding, role changes, and offboarding

• Sending and scheduling emails and messages via WhatsApp. • Creating and reviewing automations. • Managing WhatsApp groups. • Monitoring communications during launches. • Reviewing the lead opt-in journey. • Posting on social media with edited content. • Updating covers and descriptions on platforms. • Supporting the creation of an organic posting calendar. • Approving video and image creatives. • Checking the quality of materials before publication. • Testing sales pages and the student area. • Providing support via groups, chat, and email. • Recovering abandoned carts. • Onboarding students and supporting live events. • Developing objection maps and configuring automated systems. • Updating and organizing data in the CRM. • Segmenting lists and tracking the funnel. • Performing operational routines and monitoring metrics.

• Execute operational routines and provide passive support to students • Provide passive student support, offering operational assistance for tools • Analyze refund requests according to established criteria • Perform follow-up and provide support after reversals • Handle complaints processes on Reclame Aqui • Identify recurring, simple, low-complexity issues and escalate them to the Focal Point

• Drive operational excellence and systematic discipline across all aspects of product development at Mimecast • Create the frameworks, processes, and data infrastructure that enable the Product & Engineering organization to execute with precision • Establish metrics, KPIs, and dashboards that provide real-time visibility into product health, adoption, and impact • Create standardized processes for customer feedback collection, feature validation, and Go/No-Go decisions • Drive product governance across four business units while maintaining consistency with organizational strategy • Own the quarterly roadmap planning process, ensuring alignment with strategic priorities and realistic capacity planning • Conduct rigorous analysis on feature adoption rates and product utilization metrics • Support competitive analysis and positioning decisions against direct competitors • Partner with Engineering, Design, Customer Success, and Go-to-Market teams to optimize handoffs and execution • Build data infrastructure and self-service analytics that enable product managers and leaders to make informed decisions • Establish mechanisms for continuous customer voice integration into product decisions • Conduct win/loss analysis and competitive intelligence synthesis to inform positioning • Provide analytical rigor to M&A; evaluation processes and integration planning • Support pricing strategy optimization and customer segment analysis