• Hire, train, and schedule moderators. • Approve moderator time sheets. • Provide feedback and coaching to moderators. • Perform schedule changes or backfill positions if moderators are unavailable. • Create Zoom links and LMS sessions for upcoming meetings and webinars. • Assist with changes to Zoom links and LMS sessions. • Pull Zoom reports to verify completion. • Process and edit pre- and post-event recordings. • Provide quality assurance for courses to ensure successful execution. • Manage classrooms, including day-of-event support. • Collaborate with the instruction team to resolve classroom-related issues. • Act as a liaison with Customer Service for classroom schedule activations, student enrollments, and completions.

• Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues. • Own support cases end-to-end, including investigation, communication, resolution, and follow-up. • Troubleshoot issues across application behavior, data, integrations, and system usage. • Clearly communicate findings, progress, and resolutions to clients and internal stakeholders. • Document support cases, root causes, and resolutions in a structured and consistent manner. • Contribute to internal knowledge bases and troubleshooting guides to reduce recurring issues. • Proactively monitor system health and availability using established monitoring and alerting tools. • Respond to system alerts and anomalies in coordination with TechOps. • Support and validate infrastructure changes to ensure they do not negatively impact clients. • Partner with Engineering, Product, and TechOps to resolve issues and improve product stability. • Perform root cause analysis and recommend preventative measures to reduce support volume.

• Support the end-to-end setup and deployment of multi-channel marketing campaigns in our MOPs-owned systems, ensuring accuracy and on-time delivery. • Support all recurring and required email marketing operations, including building emails, audience lists, templates, forms, and workflows, to support marketing team initiatives. • Manage the Priority Marketing Support inbox by filtering spam and routing high-value tickets (sales leads, partner inquiries, and webinar requests) to the appropriate stakeholders • Maintain database hygiene by processing manual unsubscribes and opt-outs across Zendesk and HubSpot. • Act as a liaison between customers and internal teams, using macros and CRM research to resolve general support requests and marketing inquiries. • Create, import, and refine audience lists based on defined criteria, manage suppression and exclusion logic, and help maintain a premium experience for our prospects and partners. • Execute “zero-defect” QA checks on campaigns and workflows—including links, personalization, copy typos, logic, rendering, and tracking—before they reach our audience. • Ensure campaigns are properly tagged and configured for tracking; assist in validating dashboards and basic reports so that stakeholders can trust the numbers they see. • Work with candor and a Give a $h*t mentality alongside Growth, Campaign, Events, and others in marketing to translate their requests into technically sound, operationally feasible programs. • Help maintain our project management boards (e.g., Monday.com), update statuses, and ensure that requests move smoothly through intake, review, build, QA, and launch.

• Leading and developing managers, engineers, analysts, and support personnel across distributed systems operations. • Ensuring 24/7 operational coverage and maintaining high availability of infrastructure, systems, and related technology components. • Establishing and maintaining operating procedures, escalation paths, and shift coverage models to support seamless operations. • Overseeing real-time system monitoring and responding to alerts, outages, and performance issues with urgency and accuracy. • Partnering with internal IT teams and third-party vendors to resolve incidents and manage change activities. • Maintaining detailed operational documentation and support processes for critical systems. • Reviewing and analyzing KPIs, performance metrics, and incident trends to drive continuous improvement. • Leading automation initiatives, enhancing monitoring capabilities, and strengthening team training programs. • Ensuring adherence to ITIL-based incident, change, and problem management best practices.