• Support handling simple customer complaints via email, chat, phone, ticketing system, WhatsApp and videoconference, ensuring prompt, courteous and effective support. • Assist in delivering customer training to help clients extract maximum value from the solutions provided. • Contribute to internal controls and support remote deployment of computer network systems with captive portal (Hotspot), ensuring correct operation of the solutions. • Assist with onboarding, providing a smooth, secure and positive experience from the start of the customer journey. • Participate in post-sales activities to encourage product usage, driving engagement, satisfaction and customer retention. • Support customer-portfolio workflows, identifying situations such as delinquency and communicating these to the responsible finance team. • Identify opportunities to improve documentation, internal workflows and products to make support more efficient and faster, reducing the need for repeat customer contacts. • Handle alerts and internal procedures, contacting customers when necessary to perform preventive and corrective actions. • Identify customer needs and translate them into improvement opportunities for products, services and processes. • Support reading and analysis of data and KPIs to understand customer behavior and contribute to success strategies.

• Meet with clients 1:1 to provide support, training, product knowledge, account reviews, and more • Manage retention efforts for clients who have placed cancellation or are showing indicators of being at-risk • Deliver a warm and well-documented handoff to internal departments like marketing, client growth, or website development • Act as an advocate for client's needs • Speak confidently and professionally with clients • Work with the utmost urgency to work through client issues • Maintain accurate documentation of client interaction (e.g., logging activity in Salesforce and internal systems, timely and correctly)

• **Performance Monitoring and Diagnosis:** Track digital activation and CRM KPIs (Open Rates, CTR, Bounce and Engagement), consolidating data from multiple sources to identify trend deviations and optimization opportunities across the conversion funnel. • **Campaign and Lifecycle Management:** Measure the effectiveness of relationship journeys and one-off campaigns, structuring A/B tests and control-group analyses to ensure real sales lift and the health of the reseller base. • **Technical Autonomy with Data (SQL/GCP):** Master extraction and manipulation of large datasets using SQL (Google Cloud Platform), being able to automate routine dashboards and create custom views that support the team’s rapid decision-making. • **Interface with Cross-functional Teams:** Actively collaborate with Digital Activation, Assortment (Grade) and Technology teams, ensuring activation data reflects business reality and that tactical action plans are implemented quickly. • **Storytelling and Executive Reporting:** Translate technical data into business insights, creating materials and presentations for Management and Executive levels that clearly demonstrate CRM strategy results and suggested next steps.

• Strategic CRM Planning: Building and tracking the area’s strategic planning metrics, aligned with company and channel objectives; • Area Budgeting: Revenue projections, campaign send management and secondary indicators; • Strategic point of contact for the CRM team with stakeholders, responsible for connecting workflows and outcomes, influencing process improvements and ensuring alignment with CRM strategy; • Point person for performance flows, preparing the area’s executive reports together with management; • Technical leadership of the results team.