• Team Management: Lead and oversee a team of 5-7 customer service agents, providing guidance, support, and ongoing training to ensure optimal performance and team cohesion. • Operational Oversight: Standard Operating Procedures (SOPs) must be regularly reviewed and updated to maintain efficiency and align with company goals. • Ticket Review and Quality Assurance: Monitor and evaluate customer service tickets to ensure timely, accurate, and high-quality responses that meet our standards of excellence. • Performance Management: Hold agents accountable to established Key Performance Indicators (KPIs), offering constructive feedback and implementing improvement plans as necessary. • Brand Expertise: Leverage knowledge of subscription-based supplement brands to effectively address customer needs, streamline processes, and elevate service standards.

• Analyze and optimize CAC, LTV, conversion rates, and retention across key channels (paid, CRM, lifecycle) • Identify performance gaps and recommend concrete actions (budget shifts, targeting, funnel fixes) • Work with marketing team to evaluate channel performance (Meta, Google, etc.) and improve ROAS • Support and analyze A/B tests and experiments tied to revenue or conversion impact • Monitor and improve end-to-end funnel (traffic → conversion → repeat purchase) • Identify drop-offs and propose specific fixes (landing pages, targeting, offers, segmentation) • Partner with Growth/Marketing to prioritize high-impact opportunities • Build and maintain simple, actionable dashboards for marketing performance tracking • Ensure data accuracy and consistency for key KPIs (CAC, LTV, conversion, retention) • Automate recurring reporting where needed (keep it lean, not over-engineered) • Translate data into clear, actionable recommendations (not just insights) • Support weekly/monthly performance reviews with focused, decision-ready analysis • Proactively flag risks, inefficiencies, and growth opportunities

• Conduct regular reviews of e-commerce platforms such as TikTok Shop, Shopify, and Amazon to identify and address issues (suspensions, errors, performance metrics, etc.). • Collaborate with suppliers and 3PLs to ensure inventory levels and fulfillment timelines are consistently met. • Manage multiple spreadsheets and long-term projects simultaneously, proactively removing any bottlenecks in workflows. • Execute critical tasks quickly and with precision, prioritizing based on business importance. • Address and resolve operational challenges, such as product launches or process improvements, in hours rather than weeks. • Provide proactive updates to leadership on the status of critical tasks, delays, risks, or any identified issues. • Serve as the primary point of contact to ensure alignment on key operational priorities. • Immediately identify and resolve major business risks, such as payment processor outages, sudden drops in conversion rates, or shipping bottlenecks. • Take full responsibility for risk management across departments, ensuring resolutions before they impact the business. • Be prepared to step in during urgent or unexpected situations, which may occasionally require availability outside regular working hours. • Take on any task required to meet critical objectives, including highly manual or time-consuming work when necessary. • Personally handle tasks that demand precision and minimal error margins, ensuring the highest level of accuracy and execution.

• Design and develop engaging advertising creatives & visually appealing graphics for the website, email campaigns, social media, and online advertisements that align with the company’s brand identity. • Create product images, banners, and promotional materials that attract and engage customers. • Collaborate with the marketing and ecommerce teams to ensure consistency in messaging and visuals across all platforms. • Stay updated on trends in ecommerce design to ensure that our client remains competitive in the market. • Manage multiple projects and deadlines while maintaining high-quality design standards.