• Vision and strategy for agentic support. You'll define what the support function needs to look like as AI capabilities evolve — setting the architecture for how customer-facing agents, orchestration layers, and human escalation paths fit together. This isn't a roadmap you inherit; it's one you build and continuously refine as the technology and the product surface area change. • Customer-facing agent design and operations. You'll own the build-out of an AI-native support layer — designing the agents customers interact with, the knowledge bases that power them, the escalation logic that routes edge cases to humans, and the quality standards that govern all of it. You're not enabling a tool; you're designing a system. • Analytical rigor and business decision support. You'll own the metrics that matter: ticket inflow rates, autonomous resolution rates, escalation patterns, time-to-resolution, and the gap between incoming and resolved volume. You'll use this data to make and support business decisions — including when to deploy additional agent capacity, when to invest in knowledge base coverage, and where human support is still the right answer. • Team leadership and development. You'll manage, coach, and grow a team that operates at the intersection of technical investigation, customer empathy, and engineering partnership. You'll own performance development, create clarity on roles and expectations, and build a culture where people do their best work. • Agentic bug triage and resolution. You'll formalize how AI agents are used in the bug investigation and resolution workflow — defining which categories of issues are in scope for agent-assisted diagnosis, establishing human review gates, and working with engineering to make the workflow fast and safe. • Cross-functional partnership. Support sits at the center of the product feedback loop. You'll maintain strong working relationships with Engineering, Customer Success, and Product — ensuring that patterns in support data flow into sprint planning and that escalations move quickly when they need to. • Scaling for product growth. With multiple products launching in 2026, you'll own the readiness plan — ensuring agents, processes, and the team are prepared for a significant increase in ticket volume from daily-use products with larger, more diverse user bases.

• Shape and refine Simple Mills’ organic social strategy across Instagram, TikTok, Facebook, and LinkedIn (with Pinterest, YouTube, X, and Threads as secondary platforms). • Translate integrated marketing plans into platform-specific strategies, content plans, and success measures, ensuring clarity in what each channel is driving. • Develop TikTok Shop strategy and execution in partnership with external partners, ensuring alignment to broader social and business goals. • Identify and test opportunities to evolve channel approach, including new formats, tools, and platform capabilities, bringing forward data-informed recommendations. • Partner closely with Brand and Integrated Marketing teams to support launches, retail moments, influencers, and key initiatives. • Lead content development in partnership with agency, ensuring output is strategic, insight-driven, and aligned to platform best practices, with a balance of hands-on input and directional leadership. • Guide development of monthly content calendars and production workflows, ensuring clarity in priorities, timelines, and deliverables (~40–50 assets/month). • Contribute to creative direction, developing repeatable formats, series, and storytelling approaches that build engagement over time. • Develop social-native creative ideas and content series in partnership with agency and influencers/creators that bring the Simple Mills brand and mission to life, translating complex topics (health, wellness, sustainability) into clear, engaging storytelling across formats. • Ensure a consistent, authentic brand voice while identifying and activating relevant cultural moments, contributing to content that resonates and drives engagement. • Define and track KPIs across platforms (e.g., engagement rate, reach, follower growth, video views, saves/shares), and own overall channel performance with a clear understanding of what is working and where to adjust. • Lead monthly and quarterly performance readouts, synthesizing key insights and translating them into actionable recommendations to continuously optimize content, cadence, and channel strategy. • Partner with paid media and influencer teams to amplify high-performing content and inform boosting strategy. • Oversee community engagement in partnership with our social agency, ensuring timely, on-brand interactions with the Simple Mills community (ie surprise & delights). • Leverage social listening and monitoring to track brand sentiment and identify emerging conversations, informing content and engagement opportunities. • Manage day-to-day agency partnership, providing clear direction, feedback, and prioritization. • Monitor agency performance against defined scope and KPIs, identifying opportunities to improve effectiveness.

Role Description We are looking for an experienced Technical Support Manager to oversee and lead the global shift operations within our technical support organization. This position will play a critical role in shaping and driving a world-class 24x7 support strategy. The ideal candidate will have extensive leadership experience, a strategic mindset, and a deep understanding of technical support for enterprise solutions. You will ensure exceptional service delivery to our global customers and work cross-functionally to align support processes with business goals. - Takes the lead on technical issues and works with the customer to set them up for success, ensuring that the product is used as intended. - Identifies where the customer stands in their journey towards success, solving roadblockers and understanding their struggles/pain points/challenges proposing a mitigation plan. - Lead the analysis, architecture, design, and development of large-scale data management and business intelligence solutions. - Document and present complex architectures to customer technical teams. - Work closely with all Qlik internal teams to ensure successful customer deployments. - Full hands-on work analyzing customer reported issues. Qualifications - 8-10 years of experience in technical support with SaaS product organization, with at least 2 years in a manager’s/Team lead role. - Digital and AI Agentic experience in handling the large customer ticket volume. - Proven track record of leading large, global technical support teams in a 24x7 enterprise environment including weekend support. - Strong knowledge of Analytical/ETL tools, Databases (SAP, SQL databases, ServiceNow/Salesforce) and experience supporting complex, cloud-based enterprise solutions. - Education: Bachelor’s degree in computer science, Information Technology, or a related field. A master’s degree is a plus. Requirements - Strategic Leadership: Demonstrated ability to define and execute strategies that align support functions with broader business objectives. - Customer-Centric Approach: Proven experience in driving customer success and satisfaction through effective technical support processes. - Collaboration & Influence: Strong cross-functional collaboration skills, with the ability to influence and drive change in a matrixed environment. - Analytical & Problem-Solving: Ability to analyze data and metrics to make informed decisions and implement improvements. - Communication: Exceptional communication skills, both written and verbal, with the ability to present to and influence executive leadership. - Adaptability: Willingness to work night shifts and adapt to the demands of a 24x7 global support function. Benefits - Named in Newsweek’s ‘Americas Greatest Workplaces 2025’. - Genuine career progression pathways and mentoring programs. - Culture of innovation, technology, collaboration, and openness. - Flexible, diverse, and international work environment. - Comprehensive benefits, including medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, paid parental/maternity leave, participation in a 401(k) program that includes company match, and many other additional voluntary benefits.

Role Description We are seeking a proactive, driven and hands-on Talent Acquisition Manager to lead full-cycle recruiting efforts across our North America manufacturing sites and offices. This role will be responsible for building and leading our talent acquisition function from the ground up, including: - Developing recruiting processes - Creating high-impact external partnerships - Reducing reliance on costly third-party agencies You’ll play a critical role in shaping how we attract, assess, and hire top talent across the organization. Qualifications - Bachelor’s degree in Human Resources, Business, or related field. - 5+ years of experience in recruiting, with at least 2 years in hourly recruiting. - Proven success in building recruiting infrastructure and reducing external spend. - Strong negotiation, vendor management, and relationship-building skills. - Experience with ATS platforms and recruiting analytics tools. - Excellent communication and stakeholder management abilities. - Knowledge of labor laws, compliance, and workforce development programs. Requirements - Manage the recruitment and placement of professional and hourly roles. - Conduct sourcing, screening, interviewing, and offer negotiation directly with candidates. - Build strong relationships with hiring managers and HR partners to understand role requirements and workforce needs. - Maintain a high-touch candidate experience from application to onboarding. - Design and implement recruiting workflows utilizing the applicant tracking system (ATS) and recruiting dashboards. - Create job templates, interview guides, and hiring manager training materials. - Measure TA-specific KPIs like time to fill, quality of hire, pipeline development, cost-per-hire, source effectiveness, etc. - In partnership with HR Partners and site leaders, develop local pipelines through job boards, trade schools, technical colleges, and local workforce programs. - Attend job fairs, career expos, and community events to promote employer brand and attract talent. - Build referral programs and direct sourcing strategies to reduce time-to-fill. - Establish and nurture external relationships with universities, industry networks, job boards, and niche talent communities. - Create sourcing strategies tailored to hard-to-fill roles and emerging talent markets. - Evaluate and negotiate vendor contracts to ensure alignment with hiring goals and cost efficiency. - Aid in development and deployment of employer brand. Benefits - Medical, Dental, and Vision Insurance - Company HSA Contribution - Company Paid STD and Life Insurance - 401k with 100% Company Match Up to 4% - PTO (including 14 Company Paid Holidays) - Optional Life, AD&D and LTD Available - Employee Assistance Program - Tuition Reimbursement - Additional Supplemental Insurance